Service Desk is a ticket management system that comes under ITSM (IT Service Management) and provides enterprises with an SPOC (Single Point of Contact) to meet communication needs of all departments, internal as well as customer-facing. The service desk thus caters to both the IT staff as well as the users and is a point at which a company, its employees, business partners and customers come together to maintain an effective workflow.

An analysis of the best service desk software is relevant and interesting as well. We compile a list of ten best service desk software, highlighting the features and discussing the different aspects of each.

  1. Comodo One
  2. AzureDesk
  3. Vision Helpdesk
  4. Zendesk
  5. Deskero
  6. EvantoDesk
  7. LiveAgent
  8. Groove
  9. Cayzu
  10. SherpaDesk

Comodo One

A cloud-based system that automates ticket management and facilitates SLAs, service requests etc, Comodo Service Desk helps organizations manage effective workflows. Administrators and help desk staff members can keep track of tickets, attend to the tickets and reassign them to different departments/organizations, generate reports and much more, using Comodo service desk.

Features
  • Anytime cloud-based access
  • Easy-to-use online dashboard
  • Comprehensive tracking, reporting
  • Configurable ticket categories
  • Best escalation procedures
  • Automatic ticket routing
  • Integrated knowledge base
  • Automated emails and updates
  • Effective SLA management
  • Customized greetings

AzureDesk

AzureDesk is definitely one of the best among Service Desk Software available today; it brings together all those features that you could call the "must haves" of enterprise class systems. A highlight of this software is that all these features are offered to businesses at a minimal cost; there's also a free 14-day trial offer. AzureDesk comes with sleek UI for admin requests, 3 party integration with JIRA etc and provides ticketing system to track support cases.

Features
  • Alerts/Escalation
  • Incident Management
  • Contract/SLA Management
  • Self Service Portal
  • Surveys and Feedback
  • Live Chat
  • Automated Routing
  • Known Issue Management
  • Ticket Management
  • Knowledge Base

Vision Helpdesk

This is an all-in-one customer support help desk that allows you to manage multiple channels under a single roof. Thus you can use Vision Helpdesk to manage emails, web-forms, Facebook, Twitter, calls etc. No wonder Vision Helpdesk, which includes a multi-channel help desk, multi-brand satellite help desk and a service desk, is trusted by over 8000 companies worldwide.

Features
  • Alerts/Escalation
  • IT Asset Management
  • Change Management
  • Self Service Portal
  • SLA Management
  • CMDB
  • Incident ManagementAutomated Routing
  • Procurement Management
  • Ticket Management
  • Knowledge Base
  • Mobile Access

Zendesk

Zendesk works on the belief that businesses can be more reliable, flexible and scalable if the customer relationship aspect is worked out effectively. The thrust is hence on improving communication and making sense of huge amounts of data, thereby ensuring that interactions turn into lasting business relationships. No wonder prominent companies like Groupon, Uber, Airbnb, Box, Disney etc depend on Zendesk to raise productivity and ensure better customer satisfaction. Zendesk caters to over 200,000 companies in over 150 countries worldwide. Zendesk brings together help desk, call center, and live chat software and helps interact across multiple channels like email, phone, chat, and social media.

Features
  • Change Management
  • Incident Management
  • Procurement Management
  • Knowledge Base
  • Mobile Access
  • CMDB
  • IT Asset Management
  • SLA Management
  • Remote Control
  • Self Service Portal

Deskero

Deskero seeks to integrate social engagement into customer care. Its innovative social monitor helps companies keep a tab on all social conversations relating to their brands. Multi-channel support, with proper social network integration and knowledge base, happen to be the highlights of Deskero, which is used by many prominent companies worldwide.

Features
  • Alerts / Escalation
  • Contract / SLA Management
  • Incident Management
  • Live Chat
  • Knowledge Base
  • Ticket Management
  • Automated Routing
  • Known Issue Management
  • Self Service Portal
  • Multiple products/brands

EvantoDesk

EvantoDesk has been conceived keeping SMEs in mind. Since the software has been designed specifically for SMEs, it comes sans the complexities of usual enterprise software but at the same time is as powerful. It helps SMEs with responding promptly and efficiently to emails from customers and other such things.

Features
  • Alerts / Escalation
  • Ticket Management
  • Self Service Portal
  • Knowledge Base
  • Live Chat
  • Automated Routing
  • Community Forums
  • Contract / SLA Management
  • Surveys & Feedback
  • Multiple Brands / Products

LiveAgent

Designed basically for SMBs, LiveAgent has got great reviews and is used by companies like Yamaha, Huawei, BMW, Forbesfone, Orange etc. Any SMB can try out LiveAgent free for 14 days; there is no need of any contract or credit cards to get the software for the 14-day trial. The software is an amalgamation of live chat, phone support, social media integrations, support portal and API and gives multi-channel support.

Features
  • Alerts / Escalation
  • Ticket Management
  • Known Issue Management
  • Self Service Portal
  • Knowledge Base
  • Live Chat
  • Automated Routing
  • Incident Management
  • Community Forums
  • Contract / SLA Management
  • Surveys & Feedback
  • Multiple Brands / Products

Groove

This software is designed basically for small businesses and provides support as regards ticketing, live chat, self-service, knowledge base etc. There are 30+ integrations, with many notable apps like Facebook, Twitter, Zapier, Slack etc.

Features
  • Alerts / Escalation
  • Live Chat
  • Knowledge Base
  • Automated Routing
  • Ticket Management
  • Self Service Portal

Cayzu

Cayzu provides multi-channel support and has a variety of features including ticket management, real-time reporting, instant notifications, social media integration etc. It's one of the top internal helpdesks for 10-50 agents and is less complicated, with inexpensive licensing.

Features
  • Alerts / Escalation
  • Live Chat
  • Knowledge Base
  • Incident Management
  • Automated Routing
  • Ticket Management
  • Self Service Portal
  • Known Issue Management

SherpaDesk

SherpaDesk, which comes with a mobile application that provides great solutions to companies that have their guys on the field and would need to log time, expenses etc, is basically a cloud-hosted PSA (Professional Service Automation) software which seeks to integrate core business processes into one single solution.

Features
  • Alerts / Escalation
  • Live Chat
  • Knowledge Base
  • Incident Management
  • Automated Routing
  • Ticket Management
  • Self Service Portal
  • Contract / SLA Management

If you are like most companies, you're focused on cutting costs when possible, keeping the business afloat and earning more revenue. However, if you're not focused on the IT or service desk area of the company, you could be losing money and not realize it. At Comodo, we believe the best software available is one that: