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.

Supported Operating System(s):
Windows 7 , Windows Vista , Windows XP , Mac OS , Linux , Unix , Web browser (OS agnostic) , Windows 2000 , Windows 8

10 Reviews of Service Desk

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  • Frank from CGS Solutions

    Specialty: Software / IT

    Number of employees: 10,000+ employees

    August 2018

    Great product and professional services.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This review was submitted organically. No incentive was offered
    Review Source
  • Stephanie from DND

    Specialty: Retail

    Number of employees: 2-10 employees

    August 2018

    Helpful Service Management

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Federico from Millicom

    Specialty: Telecommunications

    Number of employees: 10,000+ employees

    October 2017

    Ticketing tool for global use

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Dena from Dell

    Specialty: Software / IT

    Number of employees: 10,000+ employees

    May 2017

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Cons

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

  • Manoj from Emics technologies

    Specialty: Software / IT

    Number of employees: 51-200 employees

    May 2017

    awesome really good, made things so much easier

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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!

  • Dena from NTT Data (formerly Dell)

    Specialty: Software / IT

    Number of employees: 10,000+ employees

    May 2017

    QUICK, EASY

    Ease-of-use
    Functionality
    Quality
    Support
    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.

  • Frank from Marriott Hotels

    December 2015

    Great product and support.

    Ease-of-use
    Quality
    Support

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

    Review Source: Capterra
  • Billy from Star Distribution

    Specialty: Distribution

    October 2015

    Great people, software training and professional consulting

    Ease-of-use
    Functionality
    Quality
    Support
    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.

  • Timothy from Blue Shield Massachusetts

    September 2015

    Wonderful solutions

    Ease-of-use
    Quality
    Support

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

    Review Source: Capterra
  • Bobby from General Electric Turbine

    August 2015

    Fantastic group, Great Software and Professional Services

    Ease-of-use
    Quality
    Support

    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.

    Review Source: Capterra
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