10 Best IT Help Desk Software Solutions for IT Professionals

IT help desk software assists IT professionals in ensuring IT health and providing ongoing support for IT environments. It is essentially the backbone of IT operations. Since this software is vital, finding the perfect solution for your organization is key. We’ve investigated possible solutions and compiled the best IT help desk software solutions to help you find one that fits your organization’s needs.

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Table of Contents

1. NinjaOne
2. Spiceworks Cloud Help Desk
3. InvGate Service Desk
4. EV Reach
5. SolarWinds Service Desk
6. HaloITSM
7. ServiceNow
8. ManageEngine ServiceDesk Plus
9. HappyFox
10. SysAid

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What is help desk software?

IT support teams use help desk software to organize and manage inquiries and support tickets, enabling technicians to resolve issues more efficiently. By utilizing help desk software, MSPs can streamline workflows for tracking and resolving support requests to keep customers and employees satisfied while minimizing downtime and increasing productivity.

According to a market study by Future Market Insights Inc., each customer ticket costs around $22 to manually answer and resolve, while using help desk software can drop the cost to practically nothing. The same study showed that 75% of customers feel satisfied when vendors’ support provides fast, single-interaction resolutions, and keeping these customers satisfied can increase revenue by 17x.

Help desk tools also improve operational efficiency for employees and internal IT Teams by streamlining IT support workflows. Thus, businesses can enable their workforce and support teams to work more efficiently and reduce costs. 

With this in mind, choosing the best help desk software requires thorough research, evaluation, and analysis of the best help desk platforms on the market. 

Note: Before we delve into the vital features of help desk software, it’s important to note that we’ll be using various terms interchangeably (e.g., IT help desk software with asset management, help desk and asset management software, IT ticketing system and asset management, IT help desk and asset management software, etc.) to encompass the concept of IT support solutions with asset management capabilities.

Vital features of help desk software

1. Automation capabilities

Employing automation for routine tasks and customizable workflows can significantly enhance consistency in handling support requests. IT teams can focus on complex tasks and projects by automating ticketing and other routine resolutions.

2. Self-service

Self-service portals within helpdesk software empower customers to find solutions to their problems quickly and without direct intervention from support staff. This capability is crucial for enhancing customer satisfaction, as it caters to users’ increasing preference for immediate, accessible solutions at their convenience. By providing comprehensive knowledge bases and automation, businesses enable users to resolve common issues independently, reducing the volume of incoming support tickets. 

3. Centralized IT management

Integrating IT management tools, such as remote monitoring and management (RMM) and help desk, into a single platform gives IT teams visibility of all devices experiencing issues and enables technicians to provide remote support from anywhere in the world.

4. Easy-to-use interface

An intuitive interface with quick and effective issue resolution leads to higher end-user satisfaction. The ability to address problems remotely further enhances the support experience.

5. Scalability

Selecting a helpdesk platform that can scale with your growing business is vital to keeping up with an organization’s growth and the subsequent increase in support ticket volume. Scalable helpdesk software should be able to prevent bottlenecks in customer service operations and adapt to changing needs and technologies.

Now that you know the features the best help desk software providers should have, keep reading to see breakdowns of the top vendors on the market.

Why IT help desk software with asset management is important for your business

Help desk software boosts business productivity and allows IT support teams to solve IT problems quickly, and asset management software enables businesses to track their IT assets. Combining help desk software with asset management software has many positive outcomes. Here are a few benefits of help desk software with asset and inventory management:

Single source of truth for IT

Help desk software provides you with tools and data to manage tickets and IT requests from employees or customers. Meanwhile, IT asset management software enables organizations to manage hardware, software, and other IT assets. By combining these two functions, IT help desk software with asset management collects data from both systems and consolidates all the various information in one place, thus creating a single source of truth for IT.

Better visibility

Help desk software with asset management allows users to track all hardware, software, cloud, or digital assets, providing insight into performance and health. This level of visibility enables you to make well-informed decisions about handling any problems in your IT environment.

Increased productivity

Help desk software with asset management allows IT support teams to manage IT support tickets. The combination of help desk and asset management software provides you with all the tools you need to effectively manage your IT assets while ensuring end-user satisfaction and improving productivity.

IT security

Consolidating help desk and asset management software allows IT teams to ensure device security and quickly resolve issues that could lead to security problems.

Faster resolution times

A centralized IT asset management software supported by an IT helpdesk portal, ensures seamless access to assistance for everyone in the company, regardless of their location or time. The ability to monitor and manage remote IT assets allows technicians to quickly address urgent issues that require immediate attention and reduce response times.

Best help desk software solutions for MSPs

All G2 & Capterra ratings data as of November 2024.

1. NinjaOne

NinjaOne goes beyond traditional help desk functionalities as a unified IT management platform that offers remote monitoring and management (RMM), patch management, endpoint management, and backup, all within a single pane of glass. NinjaOne enables IT teams to manage devices, support users, and resolve issues from a single interface. On top of that, NinjaOne can integrate with third-party applications that make it easier to respond to tickets and proactively manage and resolve potential issues before they impact the client. 

Strengths of NinjaOne

• Ease of use

NinjaOne stands out for its user-friendly, intuitive interface, which extends to its help desk functions. Its ticketing software streamlines workflows and makes the platform easy to navigate.

• Automation

One of NinjaOne’s strong suits is its automation capabilities, which can take over routine tasks, such as ticket assignment, alerting, and even resolving common issues without human intervention. This speeds up response times and frees up IT professionals to focus on more complex and strategic tasks

• Scalability

As your business expands, the volume of support tickets will grow. NinjaOne’s flexible and scalable platform can evolve with your business and easily answer new demands.

• Comprehensive reporting

Robust reporting capabilities provide an overview of key metrics such as ticket trends, mean time to resolve, and first response time. These invaluable insights allow IT support teams to strategize and improve operational efficiency. 

• Customizable ticketing environments

NinjaOne’s ticketing system features various customization options to best meet your organization’s requirements. Users can customize response templates, knowledge base templates, ticketing boards, and more.

NinjaOne reviews on G2

NinjaOne reviews on Capterra

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2. Spiceworks Cloud Help Desk

Spiceworks is IT help desk software designed for IT professionals to boost the speed and efficiency of organizations’ IT support workflows. The ITSM solution promises to help IT professionals track and prioritize user requests, maximize time to accomplish support tasks, and aid in decluttering support inboxes. This solution’s tools, which includes ticketing and asset management, can provide the mentioned benefits.

Spiceworks Cloud Help Desk markets itself as an ideal ITSM solution for small businesses and enterprises. It is an ideal option for companies looking for a scalable help desk and asset management platform. It empowers IT teams to respond to issues promptly while adapting to the evolving needs of a growing business.

Use cases: 

• Web portal. Spiceworks offers a deployable web portal for user-submitted tickets as an alternative to email requests.
• Ticket management. The platform also offers a graphical dashboard for streamlined ticket management with consolidated activity streams.
• Inventory management. Spiceworks has an inventory management that can help users protect their most valuable assets from information and equipment theft.

Shortcomings: 

• Mobile app features. G2 reviews pointed out that the features of Spiceworks’ mobile app aren’t that comprehensive, unlike its desktop counterpart.
• Occasional latency. Some reviewers also said that the software would get clunky on some occasions, especially when performing heavy tasks.
• Ticket organization. Others noted that ticket management could be improved by giving them a more organized look for an easier overview.

Spiceworks Cloud Help Desk reviews on G2

Spiceworks Cloud Help Desk reviews on Capterra

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3. InvGate Service Desk

InvGate Service Desk is a flexible help desk software solution that can scale with organizations of all sizes and focuses on compliance management. The platform is an IT help desk software with asset management tools. This makes it a good choice for businesses and enterprises looking for an IT service management solution that combines streamlined ticketing with integrated asset tracking and ensures compliance with regulatory standards.

InvGate Service Desk also promises to help companies deliver quality IT services to customers by combining the tools of IT service management and IT asset management. This integrated approach allows organizations to optimize resource utilization, reduce costs, and improve overall IT efficiency.

Use cases: 

• Ticketing. InvGate Service Desk highlights its code-free automation for ticketing functionality, ensuring easier ticket management.
• IT lifecycle governance. The platform also features a dashboard that allows IT teams to lay out their IT inventory on a map for efficient visibility.
• Audits and compliance. InvGate can also automate audit and compliance reports to simplify regulatory adherence management.

Shortcomings: 

• Setup process. Some InvGate Service Desk users said functionalities may be challenging to set up, mainly affecting those new to the software.
• Limited customization. Some users have mentioned that InvGate Service Desk’s customization capabilities are limited compared to other solutions on the market.
• Learning path. Other InvGate users said that the lack of vendor certifications and clear learning paths can hinder user skill development and mastery of the platform.

InvGate Service Desk reviews on G2

InvGate Service Desk reviews on Capterra

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4. EV Reach

EV Reach is help desk software designed to enable corporate IT and IT service providers to manage systems, automate tickets, and remotely control endpoint devices to troubleshoot errors. It integrates ITSM solutions such as help desk and asset management to streamline and efficiently manage related processes.  

The platform’s enhanced efficiency by combining help desk and asset management software makes EV Reach an ideal option for companies looking for a solution to improve their service desk workflow. EV Reach is effective for IT teams looking to consolidate their IT management tasks into one platform, allowing for better visibility and control over both help desk and asset management functions. 

Use cases: 

• Ticket automation. EV Reach enables IT teams to streamline ticket management through automated workflows, reducing response times. 
• Remote asset inventory. EV Reach’s asset management features allow IT teams to track and manage IT assets remotely in real–time. 
• Integrated help desk and asset reporting. EV Reach consolidates help desk activities with asset data, generating reports that provide insights into support trends and asset lifecycle. 

Shortcomings: 

• Software responsiveness. According to some G2 reviews, there are times when the platform‘s responsiveness drops due to some factors, affecting productivity. 
• Learning curve. Some noted that due to many advanced functionalities, EV Reach could create a steep learning curve. 
• Reporting. Other EV Reach users said the reporting features may need some improvement and be made more intuitive. 

EV Reach reviews on G2

EV Reach reviews on Capterra

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5. SolarWinds Service Desk

SolarWinds Service Desk is a cloud-native help desk solution that improves support teams’ efficiency through help desk tools like automation, self-service functionalities, asset management, and third-party integrations. The platform focuses on helping IT teams bring an elevated experience for users and clients through efficient IT service and management.

The platform is one of the many products under the SolarWinds brand, making it an ideal choice for IT teams and professionals utilizing other products under the same product suite. The integration of the IT help desk and asset management software gives SolarWinds Service Desk users the advantage of seamlessly integrating the solution with other SolarWinds tools, creating a unified IT management ecosystem.

Use cases: 

• Asset discovery and reporting. SolarWinds Service Desk allows IT teams to perform network scans and reports on connected devices with full-coverage asset tracking.
• Integrations. The platform features helpful service desk integrations with related tools to maximize productivity,
• Incident management. SolarWinds Service Desk also showcases an incident management system for efficient, scalable, and enhanced ITSM workflow.

Shortcomings:

• Customer support. Some SolarWinds Service Desk reviews on G2 said customer support can be improved by providing more direct and personalized assistance instead of being sent knowledge base articles.
• Asset management. Others pointed out that the platform’s asset management tools could present more information for a better overview.
• Automation. Some SolarWinds Service Desk users also wished the platform had more automation options for a more streamlined help desk experience.

SolarWind Service Desk reviews on G2

SolarWinds Service Desk reviews on Capterra

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6. HaloITSM

HaloITSM is a help desk solution that can be deployed on the cloud or on-premises. Its flexible reporting, self-service, and knowledge base functions allow organizations to better manage ticketing. The platform ’s asset management also promises IT professionals control over all aspects of their assets, items, and contacts in a single space, giving your team transparency and power.

HaloITSM is a help desk and asset management software ideal for IT professionals seeking an integrated solution that combines an efficient IT ticketing system and asset management in a single platform. This can help them streamline service desk processes for an optimized workflow.

Use cases: 

• Task management. HaloITSM allows IT professionals to manage their workloads by employing project organization in one centralized system.
• Inventory management. The platform also allows IT teams to catalog stock controls and costing analysis for easy traceability.
• Asset discovery. HaloITSM is capable of automated asset identification for streamlined asset discovery and maintenance.

Shortcomings: 

• User interface. Some G2 reviews for HaloITSM pointed out that the platform’s UI may be improved by making it more customizable.
• Navigation. Others mentioned that some settings and functionalities may be hard to locate, affecting productivity.
• Documentation. Some HaloITSM users also pointed out that the platform’s documentation may need to be upgraded to be more comprehensive so it can provide urgent help when troubleshooting.

HaloITSM reviews on G2

HaloITSM reviews on Capterra

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7. ServiceNow

ServiceNow is an IT service management platform that offers resilient IT services that promise to enhance productivity through the tools and solutions it offers for its ITSM and ITAM solutions. The platform integrates help desk software with asset management, optimizing service desk workflows to deliver efficiency.

ServiceNow showcases tools that can cater to different industries looking for IT service and asset management with efficient ticketing and asset inventory, helping IT professionals achieve operational excellence and drive business success.

Use cases: 

• Knowledge management. ServiceNow allows for efficient knowledge sharing among team members, which boosts efficiency.
• Virtual agent. The platform showcases a virtual agent that can help resolve issues through an assistive chatbot.
• Configuration Management Database. ServiceNow features a Configuration Management Database (CMDB) for tracking dependencies and relationships of supported IT services.

Shortcomings: 

• Integrations. Some ServiceNow users said the platform should start integrating with more popular third-party tools that most organizations utilize.
• Learning curve. Others pointed out that learning all ServiceNow functionalities could take time, affecting productivity.
• Customization. Some said the platform’s customization options may sometimes lead to complexities instead of ease of use.

ServiceNow reviews on G2

ServiceNow reviews on Capterra

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8. ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus markets itself as a unified service management platform that offers tools for help desk support and asset management. It allows users to customize workflows to streamline IT service delivery and boost productivity.

By combining help desk and asset management features, ManageEngine ServiceDesk Plus empowers IT teams to manage IT operations and deliver exceptional service efficiently. The ITSM and ITAM solution is ideal for IT professionals who are already utilizing other products in the ManageEngine suite. It enhances overall IT service management and creates a cohesive, centralized platform for managing diverse IT needs.

Use cases: 

• Incident management. ManageEngine ServiceDesk Plus has incident management capabilities that help IT teams streamline issue tracking and resolution through a ticketing system.
• Service catalog. The platform can organize services into a catalog, making it easy for users to request items and track their status.
• Asset management. ManageEngine ServiceDesk Plus enables IT teams to track hardware and software assets, ensuring better control and lifecycle management of IT resources.

Shortcomings: 

• Functionalities. Some G2 reviews mentioned that other help desks with asset management platforms offer more features than ManageEngine ServiceDesk Plus with the same price point.
• Customer support. Others said that the ManageEngine Service Desk’s support could be improved in terms of response time and product knowledge.
• Reporting. Some ManageEngine ServiceDesk users also noted the lack of customization in the platform’s reporting tools.

ManageEngine reviews on G2

ManageEngine reviews on Capterra

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9. HappyFox

HappyFox Help Desk is a web-based help desk platform with a simple, easy-to-customize ticketing system. It helps businesses improve customer satisfaction with reporting capabilities for ticket and resolution metrics and automation for repetitive tasks. Its simplified approach to IT service management can help businesses of all sizes improve their IT support efficiency and customer satisfaction.

The platform markets its capabilities of optimizing workflows for IT professionals with its advanced features, such as help desk management software and asset management functionalities. This makes it a good choice for small and medium-sized businesses looking for a simple ITSM solution.

Use cases: 

• Omnichannel ticketing system. HappyFox puts highlights on its help desk ticketing system that can convert email, chat, web requests, and more into tickets for a more organized approach.
• Canned actions. The platform features predefined reply templates for a quicker response to customers’ concerns.
• IT asset dashboard. HappyFox also showcases a customizable IT asset dashboard for a more straightforward IT asset inventory.

Shortcomings: 

• AI response. Some HappyFox users mentioned that AI responses sent to customers may need to be refined for a more accurate and informative exchange.
• Limited customization. Some users think the platform’s limited customization options for input fields can hinder efficient ticket routing and assignment.
• Resources. Some users suggest that more training resources could be useful to speed up new user onboarding.

HappyFox reviews on G2

HappyFox reviews on Capterra

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10. SysAid

SysAid is a help desk platform designed to help IT professionals manage IT service delivery and streamline support operations. It includes multiple features like incident and request management, asset management, and reporting. SysAid offers customization options for its dashboard and through the module-based implementation of each feature.

SysAid offers efficient IT help desk software with asset management, combining functionalities to enable IT professionals to streamline their workflow seamlessly. The platform is an ideal choice for those seeking a versatile and customizable help desk and asset management solution that can scale with their needs.

Use cases: 

• Self-service automation. SysAid allows users to resolve frequent IT issues independently with features like password reset, reducing support workload, and improving response times.
• Ticket automation. The platform can also automatically sort, route, and prioritize tickets.
• Asset management. SysAid has centralized asset management that lets IT teams track, manage, and access all assets within the help desk.

Shortcomings: 

• Initial setup. Some SysAid users pointed out that initial configurations may be a little hard to understand, which can be crucial to productivity.
• Occasional bugs. SysAid can experience occasional technical glitches like login issues, page freezes, and unexpected refreshes.
• Slowdowns. Others mentioned experiencing occasional performance issues like slowdowns that can impact user experience and workflow efficiency.

SysAid reviews on G2

SysAid reviews on G2

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Final scores and summaries of Helpdesk Software

Our rankings formula

To derive the final score for each vendor, we employed a weighted formula that considers various metrics. Here’s how it breaks down:

Final Score = w1 * G2 Overall Star Rating + w2 * Capterra Overall Star Rating + w3 * G2 Total Number of Reviews (Scaled) + w4 * Capterra Total Number of Reviews (Scaled) + w5 * G2 Total Number of Awards

Where:

W1 = .25 * G2 score

W2 = .25 * Capterra score

W3 = .2 * Number of G2 reviews

W4 = .2 * Number of Capterra reviews

W5 = .1 * Number of G2 awards

Keep customers and end users satisfied

Help desk software is the backbone of effective IT support, ensuring user issues are resolved promptly and efficiently. By employing help desk tools, organizations can provide timely and effective assistance to customers and employees, reducing downtime, improving user satisfaction, and making support operations more cost-effective.

Choosing the best help desk software requires careful consideration as IT decision-makers want to choose the best help desk software for their current needs and can also support future growth and ticket volume.

Consider the volume of support requests and specific features crucial for your operations. Analyze the top help desk platform vendors and take advantage of free trials to get first-hand experience of how well a help desk solution fits your IT help desk needs.