Though you might have heard the term before, IT service desk software has the capacity to transform chaotic support into tightly optimized efficiency. By streamlining every step of the IT support process, from request intake to resolution and reporting, this robust software shines a light into previously dim corners of your operational workflow.
In today's technology-driven world, where businesses rely heavily on digital infrastructure, encountering technical problems is hardly an uncommon experience. Whether it's a software glitch, hardware malfunction, network connectivity issue, or any other technological hiccup, users often find themselves in need of assistance.
The role of IT service desk software is to bridge the gap between users and the expertise required to tackle these challenges. It serves as a centralized hub where those users can seek assistance, report incidents, and request support.
In this article, you’ll discover the importance of IT service desk software, learn about some of its most important features, and explore some of the most noteworthy examples of these tools in the market.
What is IT service desk software?
IT service desk software is essential for any modern business that relies on technology. The service desk is the command center for a company's internal technology support operations, providing a central hub for users to submit service requests, report issues, and track resolutions.
With IT service desk software, businesses can effectively address and resolve a wide range of users’ problems, serving as the primary point of contact for assistance. Whether the end users are employees seeking help with technology or customers requiring support, the software facilitates the delivery of a higher level of service.
The importance of IT service desk software
The remarkable growth of the IT service desk market reflects its significance in today's digital landscape. According to Business Research Insights, the global IT service desk market is projected to reach a staggering 11.57 billion USD by 2031, with a compound annual growth rate (CAGR) of 17.2%.*
This growth is a testament to the increasing recognition of the value and impact of IT service desk software on organizational success and the streamlining of IT support operations.
IT service desk management software automates repetitive tasks, manages the entire ticket lifecycle, and optimizes processes and workflows. This efficiency boost translates into increased productivity and cost savings, allowing IT teams to focus on more strategic initiatives and innovation.
Three key benefits that further highlight the importance of IT service desk software include:
Increased IT support team efficiency
Reduced manual work: IT service desk software streamlines repetitive tasks so employees can spend more time resolving critical issues. Features like automated ticket routing and knowledge base integration take mundane administrative work off teams’ plates.
Improved visibility: Managers gain real-time oversight of ticket volumes, resolutions, and more through customizable dashboards. This helps identify and address bottlenecks before they impact SLAs.
Enhanced collaboration: Shared notes, updates, and assignment tools within the platform facilitate seamless teamwork. IT teams can easily work together to tackle issues.
Learn more about service desk automation and ideas for streamlining your workflow.
Improved service delivery
Faster resolution times: Streamlined workflows expedite the ticket lifecycle from open to close. IT service desk software with automation features leads to quicker issue resolution, minimizing delays and frustrations for users.
Self-service options: Empowering end users to solve minor issues independently via a knowledge base decreases ticket volumes.
Better communication: Integrated communication tools provide transparency between employees and customers, helping the former understand the latter’s evolving needs and respond to them with precision and efficiency.
Enhanced cost savings
Reduced downtime: Proactive maintenance features like monitoring and alerts help prevent IT issues before they escalate into costly downtime.
Improved resource allocation: IT service desk software offers data-driven insights that can reveal resource utilization patterns, enabling better allocation of IT specialists and other resources.
Reduced ticket volume: Automation, self-service options, and a knowledge base can significantly decrease the number of tickets, lowering teams’ workload and potential overtime costs.
Must-haves of IT service desk software solutions
Hopefully the benefits discussed above have given you an idea of how IT service desk management software can be leveraged to maximize its impact on your customer service. Now, let’s take a closer look at the most essential components of this emerging software solution and how they function.
Ticket management system
At the core of any robust IT service desk platform lies a powerful ticket management system. Creating, prioritizing, and resolving customer requests is central to what you do – but it can be a real challenge without the right tools to keep everything organized.
Rather than fielding questions through a barrage of emails, chats, and phone calls with no centralized hub or all-encompassing record, your team needs one single resource that consolidates all interactions, touchpoints, customer histories, and other related facts.
The system can document every interaction within a dedicated portal so internal departments don't have to waste time chasing down information on existing cases. Instead, they have access to all the relevant details right there in the ticket.
When empowered with a unified ticket platform, teams can also properly prioritize and route every issue – keeping stakeholders aligned every step of the way. A ticket management system transforms fragmented support into a cohesive, optimized resolution process.
Self-service features
As most IT support professionals know, repeated requests are a daily occurrence. From password resets to software installations, these repetitive minor issues add up. This is exactly why self-service features are key for any IT service desk management software.
Employees and customers should be empowered to resolve common, non-emergency issues on their own without the IT team’s involvement. Cutting down on these requests allows support teams to focus on more strategic work that improves their business and takes full advantage of their own unique expertise.
Great IT service desk software will provide an intuitive interface where users can search article databases or even talk to chatbots that can surface the right information. With a knowledge base populated with step-by-step troubleshooting instructions, users won't have to wait around for support.
Automation capabilities
Automation capabilities within IT service desk software are extensive, encompassing a wide array of functions ranging from automating ticket categorization and task assignment to steering conversations and leveraging chatbots for common queries.
Consider the self-service features we've highlighted earlier. An automated knowledge base can suggest articles within messaging software, display other resources related to the user's issue, and trigger automatic replies based on negative feedback once a customer finishes reading an article.
This last approach is particularly effective at compelling your team to reach out to customers who may be frustrated or otherwise dissatisfied. By checking in and inquiring about how they can best assist, team members can go a long way towards preventing further disappointment.
The range of tasks that can be automated to streamline your IT support workflow is vast. For more details, we recommend reading our article: Workflow automation: The key to efficient business operations.
Artificial intelligence features
As businesses increasingly leverage artificial intelligence across their operations, an AI-enhanced help desk or IT service desk software is becoming an indispensable capability for any modern organization. Beyond just augmenting support functions, advanced AI features can optimize the entire service experience.
An AI help desk harnesses the power of advanced AI capabilities to elevate the performance of IT support teams. It takes over time-consuming tasks, including summarizing conversations, refining message tones, and expanding bullet points into more fluid, comprehensive responses.
The platform can also seamlessly integrate with other AI-driven solutions like chatbots, opening up a world of optimization and automation possibilities.
Analytics and reporting
Analytics are essential for any service desk operation aspiring to exceed customer expectations. With the right reporting tools, you can turn raw data into actionable intelligence that guides superior support.
Real-time dashboards and monitoring views enable you to take immediate action. Identify bottlenecks, track response times, and monitor key performance metrics. This proactive approach ensures that you stay on top of your IT team's performance and make data-driven decisions to continuously improve your operations.
10 IT service desk software solutions
The following list showcases examples of service desk software solutions capable of enhancing your IT support operations. It's important to note, however, that certain platforms label themselves as help desks.
Although the approaches between help desks and service desks may vary, their core objective remains consistent: optimizing the support experience for end users, be they customers or employees. For a deeper understanding, we encourage you to read our article: The differences between a help desk and a service desk.
1. Intercom
Intercom is an all-in-one customer service platform integrating an AI chatbot, help desk, and proactive support to maximize support team and customer satisfaction and ensure cost-efficiency. Our help desk seamlessly synchronizes automation, conversations, tickets, customer data, and reporting.
Key features:
AI chatbot: Fin, Intercom’s breakthrough AI chatbot, safely and accurately resolves customer questions, reducing ticket volume instantly. Responses address customer needs without misleading or off-topic replies.
Knowledge base: Connect your help center information across the whole platform and channels so customers and employees can easily find accurate answers when and wherever they need them.
Automation workflows: Easily build chatbots, triggers, and rule-based automation for both customers and teams using a visual, no-code workflow tool.
Ticket management: Quickly solve complex issues using a ticket system optimized for real-time team collaboration and customer updates.
Shared inbox: Our AI-enhanced shared inbox prioritizes speed and productivity so your team can work smarter together.
Omnichannel support: Reach customers via their preferred channels –whether it be email, SMS, social media, or another platform.
Reporting: Understand performance and identify opportunities through customizable reports on workflows and team effectiveness.
Customer data: View, segment, filter, and organize all your important customer information in a way that works best for your business.
Pricing:
Essential: $39 per seat/month
Advanced: $99 per seat/month
Expert: $139 per seat/month
Find out how we calculate price here.
2. ServiceNow IT Service Management
ServiceNow functions as an IT service management platform designed to provide robust IT services and foster enhanced team productivity. It empowers swift issue resolution and accelerates innovation through the integration of AI and machine learning, all within the user-friendly framework of unified cloud-based IT service desk software.
Key features:
Configuration management database (CMDB)
Knowledge management
Incident management
Change management
Virtual agent
Predictive intelligence
Service operations workspace
Pricing:
Contact ServiceNow for pricing
3. SysAid
SysAid stands as a comprehensive IT service desk software, proficient in handling tickets, resolving issues, managing assets, and covering all the other critical aspects of IT operations. The tool primarily leans on automating IT support operations for enhanced efficiency.
Key features:
Asset management
Ticket automation
SysAid for teams
Self-service portal
Automated reporting
Cloud or on-premises deployments
Pricing:
Contact SysAid for pricing
4. Hiver
Hiver differentiates itself by transforming Gmail into an IT service desk software platform. Through seamless integration with Google Workspace, organizations can cultivate efficient IT teams capable of tracking, collaborating, and addressing technical issues directly within the Gmail team inbox.
Key features:
Email management
Collaboration from Gmail
Analytics
Automation
Multi-channel support
Integrations
Pricing:
Lite: $15 per user/month
Pro: $39 per user/month
Elite: $59 per user/month
5. Solarwinds Service Desk
SolarWinds' cloud-based IT service desk software is crafted to optimize productivity and expedite issue resolution, offering rapid time-to-value. It includes a service catalog that automates processes, manual tasks, and approvals across various departments such as HR, facilities, finance, and others, primarily focusing on employee services.
Key features:
Incident management
IT asset management
Employee service portal
Knowledge base
Enterprise service management
Change management
Pricing:
Essentials: $39 per month/technician
Advanced: $79 per month/technician
Premier: $99 per month/technician
6. ManageEngine ServiceDesk Plus
ManageEngine offers IT service desk management software tailored for the digital enterprise, enabling the design, automation, delivery, and management of crucial IT and business services. ServiceDesk Plus is available in both on-premises and cloud-based versions, targeting organizations seeking a scalable, secure, and adaptable IT and enterprise service management solution.
Key features:
Incident management
Customizable ticket templates
Visual ticket lifecycle builder
No-code ticket handling automation
Self-service portal
Knowledge base
SLA management and escalations
Reporting and live dashboards
Pricing:
Contact ManageEngine for pricing
7. Spiceworks
Spiceworks provides cloud-based IT service desk software that effectively quantifies completed tasks and generates detailed reports on daily and monthly activities. It facilitates the tracking, prioritizing, and managing of daily projects and user requests in a single unified platform, eliminating the complexities and expenses associated with establishing a comprehensive and highly distributed support department.
Key features:
Ticket management
Automation
Knowledge base
Reporting
Pricing:
Free
8. GoTo Resolve
GoTo Resolve's IT help desk software simplifies the ticket creation to problem resolution workflow. It’s a modern and adaptable help desk tool that centralizes ticket submission and status checks, whether they pertain to IT or HR, within a single intuitive portal.
Key features:
Conversational ticketing
IT automation
IT asset management
Remote support
Help desk reporting
Agent collaboration
Integrations
Pricing:
Standard: $57 per month/agent
Premium: Contact GoTo for pricing
9. Vision
Vision is a customer service software solution featuring a toolkit geared towards delivering customer support and efficiently managing IT resources. It offers distinct tools tailored to cater to specific needs, whether a company requires IT help desk software, a service desk, or a live chat tool.
Key features:
Incident management
Client management
Staff management
Knowledge base management
Automation and workflow
Virtual agent
Reports and analytics
Pricing:
Starter Help Desk: $12 per agent/month
Pro Help Desk: $20 per agent/month
Satellite Help Desk: $24 per agent/month
Pro Service Desk: $32 per agent/month
Ent Service Desk: $48 per agent/month
10. Rezolve.ai
Rezolve.ai's IT service desk software harnesses the potential of generative AI, tailored for delivering employee support through Microsoft Teams. Focused on reducing operational hurdles for enterprises, the platform aims to enhance the overall employee experience by integrating automation and AI functionalities.
Key features:
Knowledge management
Incident management
Service request and catalog
Problem management
Change management
SLA management
Dashboard and reporting
Multi-channel support
Pricing:
Contact Rezolve.ai for pricing
Intercom's help desk software provides all the necessary features and capabilities to truly transform your IT support operations. With our integrated suite of tools for ticket management, self-service, workflow automation, AI features, and analytics, we offer a comprehensive solution for centralizing and streamlining all of your support tasks.
If your goal is delivering best-in-class internal support while also enhancing external customer satisfaction, then start a free trial today or explore our demo.
*Business Research Insights, IT Service Desk Market Size By 2031.
