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Online Help Desk Software


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Samanage logo
 
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
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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
 
InvGate Service Desk logo
 
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
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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
 
SysAid logo
 
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
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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
 
Freshdesk logo
 
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
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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
 
Zendesk logo
 
Zendesk is a cloud-based help desk management solution offering customizable tools to build customer service portal, knowledge base and online communities. The solution offers a customizable front-end portal, live chat features and... Read More
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Zendesk is a cloud-based help desk management solution offering customizable tools to build customer service portal, knowledge base and online communities. The solution offers a customizable front-end portal, live chat features and... Read More

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Vivantio Pro logo
 
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
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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
 
QuestDesk logo
 
QuestDesk (formerly 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... Read More
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QuestDesk (formerly 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... Read More
 
Web Help Desk logo
 
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
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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
 
BOSS Solutions logo
 
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
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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
 
C2 ATOM logo
 
C2 ATOM is an IT service management solution that helps users manage and automate requests, assets and tasks. Service desk features are built around filtered service catalogs and can be customized to meet the specific requirements... Read More
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C2 ATOM is an IT service management solution that helps users manage and automate requests, assets and tasks. Service desk features are built around filtered service catalogs and can be customized to meet the specific requirements... Read More

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Remedyforce logo
 
Remedyforce is a service management software built on a Salesforce app cloud and provides reporting, knowledge management, incident and problem management features. The software provides a service desk system so that users can manage... Read More
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Remedyforce is a service management software built on a Salesforce app cloud and provides reporting, knowledge management, incident and problem management features. The software provides a service desk system so that users can manage... Read More
 
Vizor Complete logo
 
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
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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
 
Freshservice logo
 
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
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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
 
Cherwell Service Management logo
 
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
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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
 
ChangeGear by SunView logo
 
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
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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

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EasyVista logo
 
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
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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
 
Web+Center logo
 
Web+Center is a suite of open source, customizable help desk solutions for IT organizations in almost any industry. The web-based help desk application can be run on-site or in the cloud. With access to 100% of the source code, organizations... Read More
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Web+Center is a suite of open source, customizable help desk solutions for IT organizations in almost any industry. The web-based help desk application can be run on-site or in the cloud. With access to 100% of the source code, organizations... Read More
 
TechnologyEssentials logo
 
TechnologyEssentials from Dude Solutions is a comprehensive Help Desk and Customer Service & Support program designed to help IT professionals in a variety of small-to-midsized businesses. TechnologyEssentials is especially useful... Read More
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TechnologyEssentials from Dude Solutions is a comprehensive Help Desk and Customer Service & Support program designed to help IT professionals in a variety of small-to-midsized businesses. TechnologyEssentials is especially useful... Read More
 
Help Scout logo
 
Help Scout is a cloud-based help desk solution that helps small businesses and small teams manage their customer relationships. Help Scout is designed to look like a personal email. There are no ticket numbers, case numbers or impersonal... Read More
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Help Scout is a cloud-based help desk solution that helps small businesses and small teams manage their customer relationships. Help Scout is designed to look like a personal email. There are no ticket numbers, case numbers or impersonal... Read More
 
PhaseWare Tracker logo
 
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
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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
 

Buyer's Guide

by Andrew Friedenthal,
Market Research Associate
Last Updated: September 1, 2018


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 with a user-centric UI

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 Manages the settings and permissions configured on individual devices. Lets administrators apply configuration or settings changes to multiple devices at once.
Service catalog management A service catalog helps larger organizations guide their employees to the IT staff that can best support them. Service catalog management functions help administrators create and maintain these catalogs.
License management Helps companies track and make the best use of their software licenses.
Remote access and control Allows technicians to access and control a workstation from a remote location, facilitating remote diagnosis and resolution with minimal end-user involvement.
Impact analysis tools Analyzes planned changes for any potential conflicts, flagging possible conflicts before the changes get rolled out. Provides a “look before you leap" style safeguard.
Service level agreement (SLA) management SLAs guarantee that issues of a certain type will be addressed or resolved within a certain timeframe, among other service guarantees. These features allow users to set prioritization triggers, automatic escalations and other custom rules to ensure applicable issues are handled in compliance with an SLA.
ITIL compatibility Information Technology Infrastructure Library (ITIL) is a set of IT service management best practices that ensure service management is aligned with business priorities.

What Type of Buyer Are You?

Online help desk are generally used in two different business contexts:

Internal. This is traditionally the most common use. The help desk is the central platform for a company's internal IT department. It serves the company's local and remote employees. These buyers should look for platforms with core help desk functionality and determine requirements based on their company's IT environment, strategy and growth plans.

Managed service provider (MSP). Companies can outsource their IT services management to third-party companies called managed service providers, or MSPs. MSPs should look for help desk systems with more robust remote access and control applications and tools for managing and monitoring individual service level agreements.

Market Trends to Understand

Over the past decade, IT service management has undergone a change in perspective. It began as an IT-centric discipline in which problems and services were managed with a focus on the underlying assets and tools. With today's more modern approach, IT service management focuses on the workflows that the IT department supports.

This shift is also described as the consumerization of IT, a phrase explained in Gartner's "Elevate the Employee Experience With Consumer-Oriented IT Service Delivery" report. It states: "The consumerization of IT isn't so much about using consumer apps for business purposes. It's more about applying the tactics of consumerization to the IT fabric, so as to make employees more agile and engaged." (Full report available to Gartner clients.)

Selecting the right online help desk platform can go a long way toward managing your company's IT to improve the end-user experience, while allowing your IT teams to manage these systems more effectively and efficiently.

 

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