10 best IT help desk software in 2024

With so many disparate technical systems now required to operate in today’s digital age, a unified platform from which IT teams can manage potential issues is more essential than ever before. To assist in meeting these modern needs, IT help desks act as a centralized point of contact where end-users can access self-help tools, submit tickets for manual resolution, and much more.

As these help desks are increasingly sought-after solutions for businesses, there’s no shortage of software providers on the market waiting to serve the needs of companies. But with so many options available, how do you determine which offering best addresses your unique needs? The selection process requires thorough research from business leaders, including an internal evaluation of pain points and objectives, as well as an external assessment of which providers offer the tools that best suit these requirements.

Today, we’ll take a look at what IT help desks are, the features they commonly provide, and the top 10 softwares currently available to your organization.

What is an IT Helpdesk?

Experiencing technical issues or requiring guidance with IT-related tasks. This support service is typically accessible via multiple channels, such as phone, email, chat, or a dedicated ticketing system. The primary goal of an IT help desk is to ensure the smooth functioning of an organization's technical infrastructure by promptly addressing user issues, thereby minimizing downtime and enhancing productivity.

Benefits of IT help desk software

IT help desks serve as an invaluable tool for end-users to quickly and conveniently resolve their technical issues, while also boosting the productivity of internal teams and providing enhanced cost-efficiency for businesses. Whether it’s utilizing automation to expedite support processes, providing self-support tools for individuals to resolve their own issues, or continually tracking service health to proactively address potential problems, help desks can improve technical operations in myriad ways.

Leverage automation

A key automation tool included in IT help desks is a ticketing system, which automatically generates support requests, prioritizes them according to predefined criteria, and then routes them to the appropriate support personnel. This ensures that all issues are handled promptly, minimizing delays and ensuring a structured approach to problem-solving.

Furthermore, automation often extends to system monitoring and maintenance tasks as well. Automated monitoring technology continuously checks the health of IT systems, identifying potential problems such as server downtime, network bottlenecks, or security vulnerabilities before they affect users. These tools can generate alerts and, in some cases, trigger immediate responses to resolve issues without human intervention. 

Employee focused

Many IT help desks offer the ability to provide personalized support, where they tailor assistance based on the specific preferences of individual employees. This can involve maintaining profiles that track each team member’s technical issues, preferred communication channels, and support history, allowing help desk staff to provide more relevant solutions. 

Another significant help desk feature is the availability of multi-channel or omnichannel support, which allows employees to reach the help desk through various communication methods. This flexibility verifies that staff can choose the method that’s most convenient for them, whether they require immediate assistance via phone or prefer the convenience of submitting a ticket online.

Increased productivity/efficiency

When users encounter technical issues, such as software glitches, hardware malfunctions, or connectivity problems, an efficient help desk serves to swiftly resolve these problems. By ensuring that IT disruptions are addressed immediately, help desks maintain the continuous flow of user traffic and employee production, preventing delays that could otherwise hinder efficiency.

Moreover, IT help desks typically include self-service options that empower users to resolve common issues on their own. For instance, self-help portals equipped with comprehensive knowledge bases and AI-driven chatbots enable individuals to find solutions to frequently encountered problems without needing to wait for help desk assistance. This not only reduces the volume of support tickets, but also accelerates problem resolution, allowing users to fix issues immediately and continue accessing necessary services.

Optimize service levels

Help desk systems allow support staff to efficiently manage and prioritize incoming requests, ensuring that critical issues are addressed promptly while routine inquiries are still handled in an orderly manner. By categorizing tickets based on urgency and complexity, help desks can allocate resources more effectively, improving the overall response rate. 

Continuous training and development of help desk staff are also crucial for optimizing service levels. By verifying that support personnel are well-trained in the latest technologies, troubleshooting techniques, and customer service skills, these platforms promote more accurate and efficient assistance.

Long term maintenance

Through continuous system monitoring, help desks can proactively identify potential issues before they escalate into significant problems. Advanced monitoring tools enable the help desk to track system health in real-time, generating alerts for any anomalies that require attention. By addressing these issues early on, help desks verify that IT infrastructure remains reliable over the long term, reducing the risk of unexpected downtime and costly repairs.

Preventive maintenance also includes regularly scheduled tasks such as software updates, hardware inspections, and data backups, all of which are essential for maintaining optimal system performance. Help desks can automate many of these maintenance activities, ensuring they’re performed consistently and on time. 

Multi-environment solutions

In today's workplaces, employees often use a mix of desktops, laptops, mobile devices, and tablets running different operating systems like Windows, macOS, iOS, and Android. A well-equipped IT help desk is trained to troubleshoot and resolve issues across these distinct environments, ensuring that all users receive consistent support regardless of the technology they use. 

Furthermore, many IT help desks leverage advanced remote support technology. These tools allow help desk technicians to diagnose issues on devices located anywhere in the world, providing immediate assistance without the need for physical presence. This flexibility is particularly beneficial for organizations with remote workforces or global customer bases, as it verifies that individuals receive the same high level of support no matter their physical location.

Transparency

Transparency is another key draw of IT help desk platforms, as they provide timely updates on the status of support tickets, expected resolution times, and any actions being taken. These systems often include features like automated notifications and real-time tracking as well, allowing users to view the progress of their requests and understand where they stand in the queue. 

Even more, IT help desks are capable of maintaining comprehensive documentation and making knowledge bases accessible to users. These resources include detailed information on common issues, troubleshooting steps, and best practices for utilizing technical resources. By having this information readily available, the help desk empowers users to find answers to their questions and resolve minor problems independently.

Key features of IT help desk software

IT help desks provide businesses with a plethora of tools and capabilities that allow them to be molded to fit the specific needs of each organization. These functionalities serve to automate applicable processes, connect with existing infrastructure, leverage analytics to continually refine strategies, and much more.

IT ticket management

Ticketing tools typically feature a centralized system where all incoming support requests are logged and tracked. When a user submits a ticket through various channels like email, phone, or a self-service portal, the system automatically creates a new ticket and assigns it a unique identifier. This unified approach ensures that no request is overlooked and that all issues are documented systematically. 

Help desk staff can then categorize and prioritize tickets based on factors such as urgency, complexity, and impact on business operations, verifying that the most critical issues are addressed promptly.

Risk management

One key aspect of risk management is proactive monitoring and early detection of security vulnerabilities. Help desks use advanced monitoring tools to continuously scan networks for anomalies, unauthorized access attempts, and other suspicious activities. Identifying these risks early on empowers technical teams to take immediate action to address them, such as applying security patches, updating antivirus definitions, or implementing firewall rules.

This proactive approach minimizes the likelihood of security breaches and protects sensitive data from cyber threats.

Integrations

Integration allows IT help desks to connect seamlessly with other tools used within an organization, enabling data sharing, automated processes, and centralized management of information. 

For instance, integration with IT service management (ITSM) platforms ensures that help desk operations are aligned with broader technical processes such as change management, asset management, and configuration management. Help desks are also commonly connected to customer relationship management (CRM) systems to unify user information and support interactions, and monitoring tools, enabling help desks to receive real-time alerts and performance metrics.

Easy to use

For support staff, intuitive ticketing systems are crucial. Systems should offer straightforward interfaces for logging, categorizing, and prioritizing support tickets. They often also include automation features that streamline repetitive tasks like ticket assignment and status updates, allowing employees to focus on resolving issues rather than administrative tasks. 

For end-users, self-service portals are key components that make IT help desks easy to navigate. These portals feature searchable knowledge bases, FAQs, and troubleshooting guides that enable individuals to find solutions to common issues independently. Interactive, AI-powered chatbots further enhance the user experience (UX) by providing instant responses to queries and guiding users through problem-solving steps in real-time. 

Reporting and analytics

Help desks typically utilize their robust reporting capabilities to track key performance indicators (KPIs) such as ticket volume, response times, and resolution rates. These reports offer a comprehensive view of help desk activities, enabling managers to monitor trends and assess team productivity.

Additionally, by presenting data in visually compelling dashboards and customizable reports, help desk tools enable stakeholders to quickly grasp performance metrics and make informed decisions. For example, executives can use analytics to evaluate the ROI of technical investments, justify budget allocations, and align IT strategies with business objectives. 

Helpdesk vs. Service Desk

Though sometimes used interchangeably, there are several key distinctions between IT service desks and help desks. One isn’t necessarily better than the other; you’ll need to assess your particular business requirements to determine which is best for you, or, alternatively,  if leveraging both may be a suitable option.

IT Service Desk

An IT service desk is a broader term that encompasses not only incident management, but also service request management and IT service delivery. Service desks focus on providing proactive and reactive assistance to ensure that technical services align with business needs and deliver value to an organization. It often adheres to IT service management (ITSM) best frameworks like Information Technology Infrastructure Library (ITIL) to standardize processes and improve service delivery efficiency.

IT Help Desk

On the other hand, an IT help desk typically refers to a subset of the IT service desk, emphasizing incident management and reactive support. It handles user-reported issues such as hardware or software problems, network connectivity issues, and access requests. The primary goal of an IT help desk is to resolve these issues promptly, minimizing downtime and disruptions to business operations.

Essentially, the main distinction between help desks and service desks lies in their scope and focus. IT service desks encompass a wider range of technical service management activities, including incident management, service request fulfillment, change management, and more, aiming to optimize IT service delivery and align it with business objectives. In contrast, an IT help desk specifically concentrates on incident management and reactive support, addressing user-reported issues to maintain IT system functionality.

Do you need both?

Ultimately, the decision to have both a help desk and a service desk depends on your organization's IT maturity, operational complexity, and strategic goals. Smaller organizations with straightforward technical needs may find a single integrated help desk sufficient, whereas larger enterprises with diverse IT environments may benefit from separate help desk and service desk functions to ensure efficient service delivery.

How to choose the right IT help desk software for your business

When evaluating potential IT help desk software vendors, it’s crucial to conduct both thorough internal and external research to gauge which solution is best suited for your needs. This involves first looking inward to identify your company’s unique challenges and goals, and then turning outward to find providers that offer functionalities that align with these requirements, while also offering a strong track record for delivering exceptional service to clients.

Consider core functionality

Firstly, robust ticket management capabilities are essential to help desk functionality. Features like automated ticket creation, prioritization, assignment, and tracking ensure that IT issues are promptly addressed and resolved, minimizing downtime and disruption to business operations.

Scalability and customization should also be key considerations. As businesses grow or their needs evolve, their IT help desk requirements may change. A provider that offers scalable solutions allows organizations to easily expand their support capabilities without significant disruptions.

Integration with current infrastructure

You’ll also need to evaluate whether potential help desk software can seamlessly integrate with the applications, databases, and platforms you currently use. This includes checking compatibility with operating systems and ensuring support for popular business tools like CRM software, email clients, and project management platforms.

Once you establish that a help desk can connect to current technical tools, you’ll need to assess how easily it can integrate. A capable system should offer various integration options, such as application programming interfaces (APIs), webhooks, and pre-built connectors for common software applications. APIs allow for customized integrations and data synchronization between the help desk system and other tools, enhancing automation and workflow efficiency. 

Is it easy to use?

Begin by assessing the user interface (UI) and overall user experience provided by potential platforms. A user-friendly help desk should have an intuitive and visually organized interface that allows users to navigate effortlessly. Seek out features such as customizable dashboards, clear navigation menus, and easily accessible tools for ticket management, reporting, and communication.

It’s also important to gauge the availability of training and support resources. Even the most intuitive help desk systems may require some initial training for users to fully leverage their capabilities. A provider that offers comprehensive training materials, such as user guides and video tutorials, can facilitate a smoother transition and faster adoption within your company.

Ensure it has all the desired features

When aligning potential IT help desks’ features and capabilities with your business’s specific requirements and objectives, start by conducting a thorough needs assessment. Identify key stakeholders, such as support agents and end-users, to gather insights into their pain points and workflow requirements. This process helps in defining the particular functionalities that are essential for addressing your organization's unique goals.

Then, create a comprehensive list of ‘must-have’ and ‘nice-to-have’ features based on your evaluation. Key features often include ticket management with automation capabilities, service level agreement (SLA) management, reporting and analytics tools, integration capacity, and vast customization options. Be sure to prioritize attributes that directly impact end-user satisfaction and overall IT service delivery within your organization.

10 best IT help desk software in 2024

1. Freshservice

Freshservice is a cloud-based ITSM platform designed to assist IT help desk teams be more efficient and productive. Its comprehensive nature enhances cost-efficiency by providing a robust solution that can be leveraged to oversee technical performance, manage assets, provide end-users with sufficient support, and much more.

Automation serves as the backbone of Freshservice, as our ever-powerful Freddy AI can be leveraged to provide around-the-clock support, categorize and prioritize tickets, and provide valuable insights. With dedicated incident management, problem management, cloud management, and project management tools to boot, Freshservice truly covers every aspect of your organization's IT operations.

Key features

• SLA management allows teams to set policies for different business hours or incident categories, while automating escalation rules to communicate about SLA violations

• Set up copies of your production environment to change, test, and deploy configurations without affecting users in our sandbox environment

• Robust workflow automations can expedite repetitive manual processes like employee offboarding, multi-department approvals, and category-based routing 

• Service health monitoring provides a user-centric view into the state of digital operations by tracking the health of business and technical services

• AI-powered service management supports end-users with powerful chatbots, intelligent suggestions, and more

Pros

• Plethora of self-help tools like our support portal and knowledge base empower users to resolve common issues autonomously

• Freddy AI-driven alert management digs through the noise and highlights critical operational issues, enabling a more proactive approach

• Capable mobile application allows support teams to monitor services and assist end-users while on the move

• Incident management and major incident management tools help to resolve IT disruptions quickly, minimizing downtime and restoring normal services promptly

• Gives support teams a single view of all their tasks across multiple projects with unified task management

Why customers rave about Freshservice

When it comes to an all-in-one ITSM solution that offers help desk functionalities as one of its key components, it simply doesn’t get any better than Freshservice. 

Looking for AI-powered features? We’ve got you covered with automated alerts, assignment routing, and 24/7 chatbots. Seeking to help end-users help themselves? Self-help tools like our support portal and knowledge base are there to serve you. Even better, if there’s anything your organization requires that Freshservice doesn’t provide, the platform is highly integrable with hundreds of popular third-party apps available via our extensive Marketplace.

But don’t just take it from us; satisfied client Harry N. lauds Freshservice’s ease of navigation and integration capacity, saying, “Freshservice is a robust and user-friendly IT help desk solution that meets all my IT service management needs. It is easy to set up and use, and it integrates well with other Freshworks products and third-party tools. The pricing is reasonable and flexible, and the customer support is responsive and helpful. I would highly recommend Freshservice to any IT manager who is looking for a reliable and effective IT help desk solution.”

2. ServiceNow

ServiceNow is a software-as-a-service (SaaS) platform that leverages AI to help organizations optimize how they use technology. Its solutions are designed to integrate with a variety of systems, as well as offer development environments that allow users to build, test, and implement applications.

Key features

• AI agent resolves issues faster with an intelligent capabilities that understand simple, human language

• DevOps change velocity connects development tools to change management for automatic ticketing and approval

• Continual improvement management helps initiate and track improvements across organizations by aligning people, processes, and data

Pros

• Manage teams more effectively with real-time visibility into agent scheduling and performance through workforce optimization tool

• Contract and renewal management, asset management core, and CMDB work together to verify that resources are operating efficiently and contributing to broader business goals

• Predictive intelligence and service operations workspace help to manage incidents proactively through enhanced visibility and built-in machine learning 

Cons

• Search functionality is both complex and limited, making it hard to track down specific tickets and data

• Restricted potential for Agile methodologies, presenting flexibility issues as businesses grow or their priorities change

• Limited customization and convoluted flow for change management comparative to other features

Price

You’ll need to contact ServiceNow directly for a customized quote for your specific organizational needs

3. Jira Service Management

Jira Service Management is a service management platform from Atlassian that helps teams collaborate and deliver services. It’s built for teams who receive incoming issues and requests from other internal teams or external customers.

Key features

• Knowledge management allows users to access self-service tools and IT teams to deflect more requests and efficiently manage knowledge articles

• Atlassian Intelligence helps cut down on tedious tasks and empower teams to deliver exceptional service with AI-powered ITSM

• Dependency mapping displays the relationships between assets and services, allowing users to assess the risk of changes, resolve incidents, and uncover the root cause of problems

Pros

• Capable mobile app enables users to submit, approve, and resolve issues quickly from any location with internet connectivity

• Machine learning algorithm surfaces relevant knowledge articles to provide customers and employees with curated search results

• Problem logging, problem scope, and root cause investigations allow IT teams to analyze incident in-depth to ensure they don’t occur again in the future

Cons

• Limited customer profiles can create issues in referencing past interactions and understanding individuals’ histories with companies

• Relatively basic features and interface may not be suitable for larger organizations with complex IT requirements

• Restricted customization in reporting and dashboards can create challenges in molding to specific business needs and measuring relevant KPIs

Price

Jira’s basic plan starts at $0 for up to 3 users, while you’ll need to contact it directly for a custom quote on its Enterprise package

4. ManageEngine

ManageEngine serves as an all-in-one ITSM tool that helps organizations run their technical operations more efficiently.  IT teams commonly utilize it for detecting technical issues before they disrupt workflows or escalate into bigger problems.

Key features

• Unrestricted programmability allows for additional service desk functions through Deluge and easy integrations with external business applications through webhooks

• IT asset discovery supports the identification and importing of all asset information into the service desk through multiple scanning techniques

• Sandbox environment allows users to deploy changes to their ITSM workflows without impacting the production environment

Pros

• Wide-ranging workflow automation transforms complex IT processes into hyper-efficient workflows, triggered with just a single touch

• Enhanced cost-effectiveness as incident management, change management, project management, incident management and more are all included for a comprehensive IT solution

• Robust intelligent alerts notify IT technicians and end-users at every step of the journey with custom email and SMS notifications

Cons

• Lack of transparency in pricing, while user reviews indicate that expenses can be significant

• Redundancy in certain features and information can make the platform difficult and confusing to navigate

• Users often experience lagging when handling a high volume of tickets or user data

Price

You’ll need to contact ManageEngine directly for a custom quote on its various packages

5. Halo ITSM

HaloITSM acts as an ITIL-aligned help desk software that excels in its change management and IT asset management (ITAM) capacity. It’s designed with enterprise-level organizations in mind, offering extensive omnichannel potential and wide-ranging integration capabilities.

Key features

• Self-service portal enables end-users to access their requests, raise tickets, and find solutions from knowledge base articles and other self-help resources

• SLA management empowers users to create customisable SLA groups, timings, priorities, and descriptions for response and resolution times

• Service catalog maintains a comprehensive, ITIL-compliant record of all actions, while keeping teams informed and providing detailed reports to customers

Pros

• Track assets and visualize dependencies between configuration items (CIs) with robust CMDB

• Extensive change control and release management tools allow businesses to execute adjustments of any scale and monitor their introduction into live production

• All-inclusive in nature, providing a single system that enables organizations to create a centralized mission control for business operations

Cons

• Users not well-versed in structured query language (SQL) may experience difficulties when generating custom reports

• Complex configuration can make tailoring the platform to meet specific requirements a difficult undertaking

• Limited native integrations may create challenges in connected the platform to existing IT infrastructure

Price

You’ll need to contact HaloITSM directly for a custom quote for your specific company’s needs

6. SalesForce Service Cloud

Salesforce Service Cloud is a CRM platform that helps companies manage customer inquiries more effectively. It empowers users to expedite support processes, streamline workflows, and find key resources to facilitate more efficient and accurate customer service.

Key features

• Case management tools automate the distribution of cases so that every customer receives the fastest and most accurate resolution

• Einstein Service Replies can be deployed on any channel to analyze content from customer conversations in real time and generate replies based on pre-specified criteria

• Omnichannel routing distributes work from any channel to the right agent for the most efficient resolution based on skill set, availability, or capacity

Pros

• Improve agent productivity with AI-powered knowledge article recommendations that appear directly where they work

• Offers a complete view of swarming metrics with out-of-the-box reports and dashboards, empowering businesses to identify their top contributors and areas for improvement

• Features like asset service management, work order management, and field service mobile app work together to ensure that resources are adequately monitored and quickly repaired if needed

Cons

• Both features and price may be excessive for smaller businesses with straightforward IT requirements

• Relatively inflexible compared to similar solutions; users often need to adapt their processes to fit the platform and not the other way around

• Non-intuitive interface requires extensive training in order to utilize the platform’s full potential

Price

Starter Suite plan begins at $25 per user per month, while its Einstein 1 Service package starts at $500 per user per month

7. Front

Front is a help desk and chat tool that can assist support teams in streamlining their customer care processes. At its core, it’s an inbox management platform that can serve different use cases, with an IT help desk being one of them.

Key features

• Embedded AI serves to summarize conversations instantly or draft the perfect response

• Workload balancing verifies that no team member is overwhelmed by distributing messages according to worker capacity

• In-thread comments replace the extra internal emails or DMs with real-time, behind-the-scenes chat

Pros

• Connects fairly well with third-party software, currently offering 110+ unique integrations

• Easily manage all inbound messages from an email-like interface with omnichannel capacity, retaining all information from conversations no matter the channel

• Powerful search functionality allows users to quickly find what they’re looking for with filters and keyword search

Cons

• Inefficient spam filter frequently allows junk emails and phishing attempts through

• Mobile application is fairly limited in its functionality, making it challenging to use the platform when on the move

• Upper-tier packages are extremely expensive when compared to similar solutions

Price

Prices begin at $19 per user per month for its Starter plan, while its Premier package runs $229 per user per month

8. Hiver

Hiver is marketed as a “help desk alternative” that helps organizations manage their email communication and collaborate with their teams. It works by connecting with email services, providing an abundance of tools to help users manage their messages more efficiently.

Key features

• Shared inbox can transform emails into actionable tasks and give them designated owners

• Conversation followers allows supervisors to follow threads of interest to stay in tune with progress made on customer queries and escalations

• Collision alerts assist teams in avoiding mistakes and redundancy by verifying that no two team members work on the same query

Pros

• Intelligent AI bot available to identify and close conversations that get reopened due to non-actionable “Thank you” responses

• SLA management serves to set deadlines for customer issue resolutions and track service level violations

• Rule-based and round robin assignments allow businesses to route tasks based on either pre-specified triggers or even workload distribution

Cons

• Not a true help desk software, so lacks many of the advanced features provided by dedicated platforms

• While ideal for connecting with Gmail, it offers limited third-party integrations outside of this

• Restricted customization ability, making it difficult to tailor to specific organizational requirements

Price

Lite plan starts at $19 per user per month, while its Elite package begins at $79 per user per month

9. Vision Helpdesk

Vision Helpdesk is a cloud-based ticket management solution for businesses of all sizes and across all industries. It allows users to manage customer communication from email, chat, social media, phone, and more in one unified location.

Key features

• Blabby acts as a private collaboration tool through which agents can communicate, share knowledge and files, collaborate on ticket issues, and more

• Macros help automate multiple ticket operations, such as changing status, department, or priority, with just a single click

• Task management tools can create, track, and assign tasks to multiple staff agents, while allowing users to post comments on task pages and alert supervisors on task progress 

Pros

• Offers ability to gamify the platform by setting up agent achievement levels and quests to boost productivity

• Self-service customer portal boasts an intuitive design while offering tools like a knowledge base, ticket submission and tracking, feedback mechanisms, and more

• Customizable alerts can be sent to staff agents via email based on designated conditions or events

Cons

• Lack of built-in live chat software can restrict real-time communication capabilities

• Non-intuitive interface and slow load times negatively impact the UX

• Reporting and analytics tools are fairly basic with a limited number of default templates to utilize

Price

Starter plan begins at $12 per user per month, while its Satellite package starts at $24 per user per month

10. HelpScout

Help Scout is a customer support management platform that provides tools for email, live chat, and self-service. For internal teams, it includes features for collaboration, organization, automation, and more.

Key features

• Ability to designate assignments for specific individuals or teams to ensure all conversations end up in the right place

• Custom tags allow team members to categorize conversations, monitor trends, and trigger workflows with ease

• Multiple inboxes empower users to keep certain tasks and conversations separate, while still being able to access the information they need

Pros

• Powerful AI-powered tools for drafting, answering, summarizing, and more help IT staff understand and respond to end-users with enhanced efficiency and accuracy

• Offers 50+ integrations to keep businesses in sync, with custom APIs and SDKs available

• Extensive workflow automation available to help in organizing, prioritizing, escalating, and assigning conversations

Cons

• Easy to navigate, but at the expense of advanced features and customization ability

• Rather weak reporting and analytics tools, which can limit insights gained and hinder progress

• Restricted search functionality can make it difficult to locate specific tickets and customer information

Price

Standard plan begins at $22 per user per month, while its Pro package runs $65 per user per month

Optimize your IT help desk with Freshservice!

When it comes to a comprehensive ITSM solution with significant IT help desk capacity, it simply doesn’t get any better than Freshservice.

Freshservice provides an arsenal of helpful tools designed to help proactively monitor the health of various IT services, while delivering robust ticketing capacity to help end-users resolve issues when they do occur. 

Even better, end-users have a plethora of support options at their disposal to access assistance in whichever method is most convenient for them. For instance, self-service tools such as our Freddy AI-powered chatbots and knowledge bases empower individuals to resolve issues autonomously, while our omnichannel capabilities combine text, email, tickets, and more into a single, unified platform.

Other standout features like incident management, change management, SLA management, and alert management verify that all areas of IT operations are sufficiently monitored, resulting in consistent and reliable service delivery for end-users.