Service Desk Software


Service Desk is a service management solution that offers customer service and support, web self-service, knowledge management, field service, help desk and live chat tools within one system. These applications can either be installed on-premise or offered as a cloud-based solution. Users can export core data at any time with either deployment model.

Users are able to track service desk ticket resolutions throughout ticket lifecycles, view incident diagnostics and track problems as well as change requests, knowledge base articles and solution assets. Users can also create customized ticket areas that fit their organization’s needs without requiring code-level adjustments. Client records show all interactions, service requests, support tickets, implementations and an audit trail of all work executed. The knowledge base management module helps users create a database of tips, guides and solutions for both support agents and end users.



11 Reviews of Service Desk

Overall rating

4.5 / 5 stars

Showing 1 - 11 of 11 reviews

October 2018

Federico from Millicom

Company Size: 5,001-10,000 employees

Review Source


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

1 of 5

Functionality

5 of 5

October 2018

Easy ticket management system

Pros

Great tool to manage simple (not complex) ticket requests. It serves its purpose if you want to manage tickets on a queue, being able to place on hold, waiting user information, closed and resolved. Resolved differs from closed as it can still be reopened opposed to the waiting user. I personally found it very useful

Cons

Difficult to use with users out of the domain in which it is setup (applies if you are using the on premise version)
Cloud version does not work as the on premise. It has limited functionality and has very little features compared to on premise, however if cost is of concern, it can be a viable solution if you are not interested in creating self serve forms for example... it has limited fields for the cloud version

August 2018

Frank from CGS Solutions

Company Size: 10,000+ employees

Review Source


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

August 2018

Great product and professional services.

Pros

This product did exactly what they said it would do for us and has more functionality than we need. Wonderful to be able to have a product grow with us. Setup and training was excellent.

Cons

We would have loved to purchase the turn-key implementation but we didn't have the budget. However; training was wonderful.

August 2018

Stephanie from DND

Company Size: 2-10 employees

Review Source


Ease-of-use

4 of 5

Functionality

4 of 5

August 2018

Helpful Service Management

Pros

This program is pretty easy to use and we have had no major problems integrating into our new routine.

Cons

The time to set up, as with anything else, can be time consuming, however it was worth the time to do so.

October 2017

Federico from Millicom

Company Size: 10,000+ employees

Review Source


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

5 of 5

October 2017

Ticketing tool for global use

I use service desk plus to manage different kinds of services for multiple countries

Pros

Self service forms are easily configured and enable users to select all the information they are required from drop down menus and form elements. I find this a very useful tool. Also, i like the feature that users can login see their open tickets, waiting user(information) or resolved matters, and under approval tickets. I also like the ability to send items for approval in pre defined approval hierarchies or manual send for approval

Cons

cloud version doesnt allow storing scripts which makes user forms not being able to have filters and dependent information from one drop down menu to the other. This needs to happen anytime soon

May 2017

Dena from Dell

Company Size: 10,000+ employees


Ease-of-use

3 of 5

Value for money

3 of 5

Customer support

3 of 5

Functionality

3 of 5

May 2017

Cons

I keep getting pinged to leave a survey even after I've already left one. The survey piece is not efficient.

May 2017

Manoj from Emics technologies

Company Size: 51-200 employees


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

4 of 5

May 2017

awesome really good, made things so much easier

Good method for tracking help desks requests. Good user access for web portal and email options. Great

Pros

Awesome. Thank you so much Expandable platform. Every solution is time consuming. Leave it to the professionals.

Cons

Wonderful platform large and small organizations. Couple this solution with a local professional services organization that can implement your Service Desk that everyone will embrace. It's a win for everyone!

May 2017

Dena from NTT Data (formerly Dell)

Company Size: 10,000+ employees


Ease-of-use

5 of 5

Customer support

5 of 5

Functionality

5 of 5

May 2017

QUICK, EASY

Pros

I was able to receive the answer/help i needed in just a few moments. It worked as designed and was easy to navigate.

December 2015

Frank from Marriott Hotels

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

5 of 5

December 2015

Great product and support.

Magic Service Desk is a wonderful enterprise solution that offers best practice ITIL process and functionality.

October 2015

Billy from Star Distribution


Ease-of-use

4.5 of 5

Customer support

5 of 5

Functionality

5 of 5

October 2015

Great people, software training and professional consulting

Pros

Very experienced team that understands the Service Management space. Consultative approach to our problems.

Cons

We haven't experienced any downside in using KOHO Experts.

September 2015

Timothy from Blue Shield Massachusetts

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

5 of 5

September 2015

Wonderful solutions

KOHO Software knows Service Management. The process was well thought out and resulting in a successful project. We are very glad we found them.

August 2015

Bobby from General Electric Turbine

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

5 of 5

August 2015

Fantastic group, Great Software and Professional Services

KOHO Software offers several cutting edge solutions at various price points. From their portfolio we found the perfect solution for our growing support team. KOHO provided the implementation and trained our team in less than 4-weeks.