Finding software can be overwhelming. Software Advice helps companies choose the right online help desk software to support their internal and external IT systems and endpoints.
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Giva is a cloud-based IT help desk that offers ticketing, knowledgebase, asset management, change management, dashboards, self-service portal, user satisfaction surveys, reporting and a mobile app at a very affordable price. Giva is... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
Samanage is suitable for companies seeking a help desk solution that offers IT service management (ITSM) functionalities. Samanage offers comprehensive service desk functionality that helps businesses respond to service requests in... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
SysAid is a cloud-based IT Service Management, service desk and help desk solution that helps users in businesses of all sizes across various industries resolve technology relates issues. Key features include help desk automation,... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
SolarWinds Web Help Desk is a cloud-based ticketing and asset management solution that gives businesses tools for service management from request to resolution. Web Help Desk assists businesses in the following key areas of support... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
InvGate Service Desk is an IT service management platform that offers help desk request fulfillment, customer service and support and self-service knowledge management. The system is compatible with Mac, Windows, and iPad (or other... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
LanScope Cat IT Asset Management
LanScope Cat is an IT asset management solution that helps companies manage and secure their business applications and their proprietary information across all devices in real time. Through a centralized user console, you can configure,... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
Freshservice is a cloud-based IT Help Desk and service management solution that enables organizations to simplify their IT operations. The solution offers features that include a ticketing system, self-service portal and knowledge-base.... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
BOSS Solutions is available for both on-premise and cloud-based environments. This help desk and ticketing management solution provides asset management and tracking and other service management applications. Major features and capabilities... Read more
Platforms: MacWin
Deployments: Cloud, On premise
Business Size:
IncidentMonitor is an information technology service management (ITSM) solution to support IT, ITIL and other business processes. It can be deployed on-premise or hosted in the cloud. The service management framework offers ITIL process... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
Offering multi-channel customer support, Freshdesk brings together every customer conversation into a centralized interface, helping customer support agents address and resolve trouble tickets. Whether the interaction occurs over... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
Vivantio is a service management solution that allows users to create custom processes that align with internal business operations. Key features of the solution include dashboards, charts and reports, routing, assignments and forms... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
Cherwell Service Management is a cloud-based IT service management solution that helps IT teams in organizations to implement, automate and upgrade service and support processes. Cherwell Service Management supports process customization... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
VIZOR from Vector Networks is a cloud-based modular IT management platform that helps businesses to manage their IT and software related assets and services. Additionally, it also helps businesses to manage the licenses and incidents... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
Front is a cloud-based collaboration tool for small and midsize businesses. Front consolidates various communication channels such as email accounts, Facebook and Twitter, and helps users to automate communication workflows. When... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
PhaseWare Tracker is a customer support and help desk solution. It automatically notifies users whenever clients report or escalate existing issues. Flexible deployment options include on-premise installation and a cloud-based option. Applications... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
ChangeGear by SunView is a cloud-based enterprise-level IT help desk solution that helps businesses to track, manage and control IT services. ChangeGear complies to ITIL standards and offers components for managing incidents, problems,... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
OnContact CRM is a mid-market customer relationship management (CRM) solution that can be deployed on-premise or in the cloud. OnContact includes complete sales automation, marketing automation, customer service and contact center... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
SmartSupport by Safeharbor Knowledge Solutions is a plug-and-play knowledge base solution that caters to businesses of all sizes across various industries. The solution lets users streamline customer support and web self-service by... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
Obie is a cloud-based helpdesk solution that helps midsize to large businesses capture and manage knowledge and documentation from various interfaces on a centralized platform. It enables teams to collaborate all information in one... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
EasyVista is a help desk solution for large companies in industries including accounting, banking, agriculture, manufacturing, non-profit, food & beverage, healthcare, transportation and many more. The software is offered through a... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
What's meant by the term "help desk software'" can be unclear. Go browse a handful of vendor websites, and you'll see the term "help desk" applied to two distinct groups of software—general customer service software and software for managing IT assets and services.
While customer service and help desk software do share some common applications—a central ticket-tracking system, for example—they are by no means interchangeable. If you were to purchase customer service software to manage your small business's IT endpoints and networks, you'd quickly regret the decision. And if you tried managing your company's customers with software designed to manage computers and networks, you'd regret that all the more!
This guide is about cloud-based help desk software for IT management. If you're looking for customer service software, take a look at our customer service software buyer's guide.
But, if you're looking to manage and support your internal IT assets, you're in the right place. Here's what we'll cover:
What Is Online Help Desk Software?
Common Features of Online Help Desk Software
What Type of Buyer Are You?
Market Trends to Understand
What Is Online Help Desk Software?
Online help desk software helps companies manage their entire IT infrastructure, which can include:
- Individual endpoints, such as desktop computers, laptops and tablets
- Peripherals, such as printers, scanners and POS systems
- Back-end equipment, such as servers and backup storage systems
- Networks and networking hardware, such as LANs, routers and Wi-Fi access points
- Any software that keeps the business running and employees productive
This is an IT-centric definition. From the point of view of the employees who rely on IT, online help desk software is more about getting support for IT services. It's a small but important distinction we'll discuss more below in the Market Trends to Understand section.
Like most software, help desks began as on-premise (i.e., locally installed) software. Today, online help desk solutions are cloud-based, meaning that they're hosted, updated and maintained by the vendor. Many of these tools provide both cutting-edge functionality and user-friendly interfaces.
RemedyForce is an online help desk solution that offers a user-centric interface
For most small businesses, online help desks are the smartest choice. They require little (or no) installation of local software, are automatically updated and patched by the vendor, have lower startup costs and provide the best end-user and administrator experiences.
Common Features of Online Help Desk Software
| IT asset management | Tracks and manages all physical IT hardware owned by (or used within) a business. |
| Network monitoring and management | Helps administrators control and configure networks and network access, while monitoring traffic and connections. |
| Knowledge management | Organizes the information, or knowledge, used by IT department employees. Can be used as a self-service resource for employees. |
| Configuration management</ |