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.
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Portal -
Service dashboard -
Service requests -
Knowledge articles
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Linux, Unix, Web browser (OS agnostic), Windows 2000, Windows 8
11 Reviews of Service Desk
Federico from Millicom
Specialty: Telecommunications
Employees number: 5,001-10,000 employees
October 2018
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
Frank from CGS Solutions
Specialty: Software / IT
Employees number: 10,000+ employees
August 2018
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.
Stephanie from DND
Specialty: Retail
Employees number: 2-10 employees
August 2018
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.
Federico from Millicom
Specialty: Telecommunications
Employees number: 10,000+ employees
October 2017
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
Dena from Dell
Specialty: Software / IT
Employees number: 10,000+ employees
May 2017
May 2017
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
Employees number: 51-200 employees
May 2017
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!
Dena from NTT Data (formerly Dell)
Specialty: Software / IT
Employees number: 10,000+ employees
May 2017
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.
Billy from Star Distribution
Specialty: Distribution
October 2015
October 2015
Great people, software training and professional consulting
Likes Best
Very experienced team that understands the Service Management space. Consultative approach to our problems.
Likes Least
We haven't experienced any downside in using KOHO Experts.
Recommendations
Listen to their Experts and share a much information as possible so they can help you.
Frank from Marriott Hotels
December 2015
December 2015
Great product and support.
Ease-of-use
Usability
Product Quality
Quality
Support
Magic Service Desk is a wonderful enterprise solution that offers best practice ITIL process and functionality.
Timothy from Blue Shield Massachusetts
September 2015
September 2015
Wonderful solutions
Ease-of-use
Usability
Product Quality
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.
Bobby from General Electric Turbine
August 2015
August 2015
Fantastic group, Great Software and Professional Services
Ease-of-use
Usability
Product Quality
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.
