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.

Showing 1-20 of 266 products

Giva

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

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Recent recommendations: 15 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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SolarWinds Service Desk

SolarWinds Service Desk is suitable for companies seeking a help desk solution that offers IT service management (ITSM) functionalities. SolarWinds Service Desk offers comprehensive service desk functionality that helps businesses... Read more

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Recent recommendations: 11 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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SysAid

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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Recent recommendations: 10 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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InvGate Service Desk

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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Recent recommendations: 7 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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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

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Recent recommendations: 5 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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IncidentMonitor

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

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Recent recommendations: 3 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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Freshdesk

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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Recent recommendations: 2 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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Freshservice

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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Recent recommendations: 2 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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BOSS Solutions

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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Recent recommendations: 2 recommendations

Platforms: MacWin
Deployments: Cloud, On premise
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Vivantio Pro

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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Recent recommendations: 2 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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ModM

ModM is an information technology asset management solution catering to businesses across various industries such as retail, telecommunication, aerospace and more. The solution can be deployed either on-premise or in the cloud. Key... Read more

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Recent recommendations: 2 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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Front

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

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Recent recommendations: 1 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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VIZOR

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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Recent recommendations: 1 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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Cherwell Service Management

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
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PhaseWare Tracker

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
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ChangeGear by SunView

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
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OnContact CRM

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
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SmartSupport

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
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Obie

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

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Platforms: MacWinLinux
Deployments: Cloud, On premise
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EasyVista

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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Platforms: MacWinLinux
Deployments: Cloud, On premise
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Buyers guide


Last Updated: June 26, 2019

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.