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.
Table of Contents
- NinjaOne
- Spiceworks Cloud Help Desk
- InvGate Service Desk
- EV Reach
- Solarwinds Service Desk
- HaloITSM
- HelpScout
- ManageEngine ServiceDesk Plus
- HappyFox
- SysAid
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.
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 keep 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 and also 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 March 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
| Category | NinjaOne Rating |
| Overall | 4.8 out of 5 (1,102) |
| Has the product been a good partner in doing business? | 9.6 |
| Quality of support | 9.4 |
| Ease of Admin | 9.3 |
| Ease of Use | 9.3 |
NinjaOne reviews on Capterra
| Category | NinjaOne Rating |
| Overall | 4.8 out of 5 (204) |
| Ease of Use | 4.8 |
| Customer Service | 4.8 |
| Features | 4.5 |
| Value for Money | 4.7 |
| Likelihood to Recommend | 93% |
Elevate your support operations and improve customer satisfaction with NinjaOne.
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. This solution includes ticketing and asset management.
Spiceworks Cloud Help Desk reviews on G2
| Category |
Spiceworks Cloud Help Desk Rating |
| Overall | 4.3 out of 5 (311) |
| Has the product been a good partner in doing business? | 8.9 |
| Quality of support | 8.4 |
| Ease of Admin | 8.8 |
| Ease of Use | 8.7 |
Spiceworks Cloud Help Desk reviews on Capterra
| Category |
Spiceworks Cloud Help Desk Rating |
| Overall | 4.3 out of 5 (559) |
| Ease of Use | 4.3 |
| Customer Service | 4.2 |
| Features | 4.2 |
| Value for Money | 4.6 |
| Likelihood to Recommend | 85% |
3. InvGate Service Desk
InvGate Service Desk is a flexible help desk software solution that can scale with all sizes of organizations and focuses on compliance management.
InvGate Service Desk reviews on G2
| Category |
InvGate Service Desk Rating |
| Overall | 4.7 out of 5 (19) |
| Has the product been a good partner in doing business? | 9.2 |
| Quality of support | 9.1 |
| Ease of Admin | 9.4 |
| Ease of Use | 9.4 |
InvGate Service Desk reviews on Capterra
| Category | InvGate Service Desk Rating |
| Overall | 4.7 out of 5 (110) |
| Ease of Use | 4.7 |
| Customer Service | 4.7 |
| Features | 4.5 |
| Value for Money | 4.5 |
| Likelihood to Recommend | 83% |
4. EV Reach
Formerly known as Goverlan, EV Reach is a 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.
EV Reach reviews on G2
| Category |
EV Reach Rating |
| Overall | 4.5 out of 5 (340) |
| Has the product been a good partner in doing business? | 9.0 |
| Quality of support | 8.9 |
| Ease of Admin | 8.9 |
| Ease of Use | 8.9 |
EV Reach reviews on Capterra
| Category |
EV Reach Rating |
| Overall | 4.7 out of 5 (133) |
| Ease of Use | 4.5 |
| Customer Service | 4.6 |
| Features | 4.5 |
| Value for Money | 4.6 |
| Likelihood to Recommend | 90% |
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.
Solarwind Service Desk reviews on G2
| Category |
Solarwind Service Desk Rating |
| Overall | 4.3 out of 5 (703) |
| Has the product been a good partner in doing business? | 9.1 |
| Quality of support | 9.0 |
| Ease of Admin | 8.9 |
| Ease of Use | 9.0 |
Solarwind Service Desk reviews on G2
| Category |
Solarwind Service Desk Rating |
| Overall | 4.7 out of 5 (570) |
| Ease of Use | 4.7 |
| Customer Service | 4.5 |
| Features | 4.4 |
| Value for Money | 4.5 |
| Likelihood to Recommend | 87% |
6. HaloITSM
HaloITSM is a help desk solution that can be deployed on the cloud or on-premises. This solution’s flexible reporting, self-service, and knowledge base functions allow organizations to better manage ticketing.
HaloITSM reviews on G2
| Category |
HaloITSM Rating |
| Overall | 4.8 out of 5 (16) |
| Has the product been a good partner in doing business? | 9.8 |
| Quality of support | 9.7 |
| Ease of Admin | 8.9 |
| Ease of Use | 9.8 |
HaloITSM reviews on Capterra
| Category |
HaloITSM Rating |
| Overall | 4.7 out of 5 (35) |
| Ease of Use | 4.7 |
| Customer Service | 4.7 |
| Features | 4.7 |
| Value for Money | 4.6 |
| Likelihood to Recommend | 90% |
7. HelpScout
HelpScout is a good option for small to medium-sized businesses and stands out for its simplicity and ease of communication via email channels. It also offers reporting tools to track customer satisfaction and agent performance, ensuring a high-quality support experience
HelpScout reviews on G2
| Category |
HelpScout Rating |
| Overall | 4.3 out of 5 (403) |
| Has the product been a good partner in doing business? | 9.1 |
| Quality of support | 9.1 |
| Ease of Admin | 9.1 |
| Ease of Use | 9.2 |
HelpScout reviews on Capterra
| Category |
HelpScout Rating |
| Overall | 4.3 out of 5 (207) |
| Ease of Use | 4.7 |
| Customer Service | 4.7 |
| Features | 4.3 |
| Value for Money | 4.4 |
| Likelihood to Recommend | 85% |
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.
ManageEngine reviews on G2
| Category |
ManageEngine Rating |
| Overall | 4.2 out of 5 (223) |
| Has the product been a good partner in doing business? | 8.2 |
| Quality of support | 8.1 |
| Ease of Admin | 8.4 |
| Ease of Use | 8.6 |
InvGate Service Desk reviews on Capterra
| Category |
ManageEngine Rating |
| Overall | 4.4 out of 5 (206) |
| Ease of Use | 4.3 |
| Customer Service | 4.2 |
| Features | 4.4 |
| Value for Money | 4.3 |
| Likelihood to Recommend | 84% |
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.
HappyFox reviews on G2
| Category |
HappyFox Rating |
| Overall | 4.5 out of 5 (129) |
| Has the product been a good partner in doing business? | 9.2 |
| Quality of support | 9.1 |
| Ease of Admin | 9.1 |
| Ease of Use | 9.2 |
HappyFox reviews on Capterra
| Category |
HappyFox Rating |
| Overall | 4.6 out of 5 (91) |
| Ease of Use | 4.5 |
| Customer Service | 4.6 |
| Features | 4.3 |
| Value for Money | 4.5 |
| Likelihood to Recommend | 84% |
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 reviews on G2
| Category |
SysAid Rating |
| Overall | 4.5 out of 5 (670) |
| Has the product been a good partner in doing business? | 9.1 |
| Quality of support | 9.0 |
| Ease of Admin | 8.7 |
| Ease of Use | 8.9 |
SysAid reviews on G2
| Category |
SysAid Rating |
| Overall | 4.6 out of 5 (440) |
| Ease of Use | 4.5 |
| Customer Service | 4.5 |
| Features | 4.5 |
| Value for Money | 4.6 |
| Likelihood to Recommend | 88% |
Final scores and summaries of Helpdesk Software
| Vendor | Final Score | Summary |
| NinjaOne | 4.122 | NinjaOne’s help desk tools are an integral part of its unified IT management platform and are designed to ensure efficient operations, satisfied end users, and a secure IT environment. |
| Solarwinds Service Desk | 3.102 | Solarwinds Service Desk is a cloud-native help desk solution that improves support teams’ efficiency with automation, self-service, asset management, and third-party integrations. |
| SysAid | 2.788 | SysAid is a help desk platform with modules that can be implemented for ticket management, asset management, and reporting. |
| Spiceworks | 2.277 | Spiceworks is an IT help desk software designed for IT professionals to boost the speed and efficiency of organizations’ IT support workflows. This solution comes with ticketing and asset management. |
| HelpScout | 2.254 | HelpScout works well for small to medium enterprises and comes with an easy-to-use interface. |
| EV Reach | 1.521 | EV Reach offers remote management so that IT service providers can manage, automate tickets, and remotely control endpoint devices to troubleshoot errors. |
| ManageEngine Service Desk Plus | 1.395 | ManageEngine ServiceDesk Plus offers help desk tools such as custom workflows to streamline IT support operations. |
| HappyFox | 1.008 | HappyFox Help Desk is a web-based help desk platform with a simple, easy-to-customize ticketing system. |
| InvGate Service Desk | 0.845 | InvGate Service Desk is a help desk software solution that focuses on compliance management. |
| HaloITSM | 0.695 | HaloITSM is a help desk solution with a wide array of IT support tools such as ticketing and reporting. |
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.
