The best IT service desk software in 2024

In 2024, businesses are fiercely competing to provide exceptional customer support, making the right IT service desk software not just a necessity but a critical success factor.

In this article, you’ll learn about the best IT service desk software of 2024, including a detailed examination of cutting-edge platforms that are redefining efficiency, integration, and user experience.

From seamless ticket management and self-service portals to robust reporting and secure IT help desks, these software solutions are empowering businesses to elevate their customer service and stay ahead of the curve in a competitive market.

The 12 best IT service desk software for 2024

When choosing the best IT service desk software for your company, it's essential to look for a solution that offers a high degree of customization and flexibility.

The software should allow you to tailor its interface, workflows, and processes to match your company's specific operational requirements and support policies so that you get the best service possible at a price that’s just right for your business.

Freshservice

Freshservice offers a comprehensive suite of IT service desk tools that streamline IT service management (ITSM) processes according to ITIL's best practices. 

Key features

• Powerful AI chatbot and workflow automation capabilities

• Robust ticketing system 

• Simplified and streamlined tracking, prioritization, and resolution of customer issues

• Automated ticketing, asset discovery, and incident management

• Intuitive user interface and easy navigation

• Easy-to-use self-service portal

Advantages

Using everything from AI integrations and intelligent alert management rules to streamlined integrations and development-friendly project management templates, Freshservice helps reduce manual workloads and speeds up response times, leading to increased efficiency and improved service delivery.

Freshservice will help you enhance the productivity of your IT support teams by allowing them to focus on solving problems rather than wrestling with complex software. By integrating seamlessly with other software and tools, you can easily loop in other departments to resolve issues more quickly and more effectively.

Collaboration features within Freshservice encourage teamwork among IT support staff and between departments, enabling everyone to share information and work together effectively to resolve complex issues. With Freshservice’s right-sized pricing, you’ll get exactly what you need at a cost that’s right for your organization.

Why people rave about Freshservice

The platform is built from the ground up with UX in mind, enhancing the user experience for both customers and IT staff. The self-service portal empowers users to find solutions to common problems through a knowledge base and AI chatbots, reducing the number of incoming tickets and allowing IT staff to concentrate on more critical issues. It’s no wonder 60,000+ businesses trust Freshservice to keep their IT teams steaming ahead. Here’s what happy customers have to say about using Freshservice:

“As a Senior IT Service Desk Analyst, I have been using Freshservice for quite a while now, and I am very satisfied with its features and performance. Freshservice helps me and my team handle all IT support requests from our employees and customers easily and quickly, especially compared to other products.”

Zendesk

Zendesk's service desk software is renowned for its strong emphasis on enhancing the customer experience.

Key features

• Centralized system that allows customers to submit tickets and communicate with agents

• Robust integrated knowledge base

• Automates routine processes with AI

• Integrates AI chatbot Zia into knowledge base offering

Pros and cons of Zendesk’s service desk software

• Automation rules triage incoming tickets effectively

• Designed to scale and be a long-term solution

• High cost and overly complex pricing plans

• Integrations aren’t as robust as in other service desk software offerings

• UI isn’t intuitive or customizable

• Steep learning curve

Salesforce

Salesforce offers IT service desk software through its Service Cloud platform, which is renowned for its comprehensive customer service solutions that are tailored to meet the demands of modern businesses.

Key features

• Deep integration with the Salesforce CRM, providing a unified view of customer interactions departments

• AI capabilities through Einstein AI offer predictive insights, automate routine processes, and assist with service replies

• AI-powered knowledge base and search answers deflect numerous inquiries and requests

Pros and cons of Salesforce’s service desk software

• Can be customized extensively to fit the specific needs of an organization

• Supports an omnichannel approach

• Robust reporting and analytics tools

• High-quality integrations, especially with common tools like Slack

• High cost, especially for small organizations

• Steep learning curve

Slack

While Slack isn’t technically service desk software, it can be used in conjunction with other service desk solutions through integrations with other popular IT service management tools.

Key features

• Some integrations allow teams to create, manage, and resolve service desk tickets within Slack

• Communication can be easily centralized into a single channel or distributed throughout multiple channels

• 99.99% guaranteed uptime

• Integrated high-quality video and audio group chat

Pros and cons of Slack as service desk software

• Low learning curve because of its wide availability and adoption

• High cost per user, especially given that it must be integrated with other tools to become full-fledged service desk software

• Not built from the ground up as service desk software, so very limited in terms of features

• Not good for scaling

• Many users find Slack distracting and overwhelming because of numerous notifications

ServiceNow

ServiceNow's service desk software offers a comprehensive suite of tools designed to modernize and transform enterprise service management.

Key features

• Significant inbuilt automation and generative AI

• Self-service portal allows users to find information, request services, and resolve issues 

• Intelligent workflows help predict and prevent future incidents by learning from past trends

Pros and cons of ServiceNow

• Highly flexible and customizable

• Single data model creates a unified structure for all IT service management processes

• Tracking the entire lifecycle of incidents, problems, and changes is highly efficient

• Includes robust analytics and reporting features

• Customized properties are often reset after version upgrades

• Search feature is outdated

Rezo

Rezo's IT service desk software offers a range of benefits designed to empower operations and enhance customer experiences.

Key features

• AI-first design means inbuilt automation is the rule, not something added on later

• AIs use Natural Language Processing (NLP) to deliver personalized and contextually relevant interactions

• Conversational AI can accurately understand and interpret customer queries, enabling precise and helpful responses

• Machine learning models and Large Language Models enhance conversation understanding and improve the summarization of calls

Pros and cons of Rezo’s service desk solution

• Multiple customizable AI solutions

• Scales well

• Designed from the ground up to reduce human dependence

• Few integrations

• High cost with no upfront pricing information

SysAid

SysAid Service Desk Software offers a comprehensive suite of tools designed to simplify and automate ITSM tasks.

Key features

• Centralized service management processes

• Self-service portal with integrated AI

• Automated workflows and ticket categorization

• Multiple versions of this service desk software customized for specific industries

Pros and cons of SysAid’s service desk solution

• Integrated AI is powerful

• Scalable solution that can be tailored to meet the specific needs your organization

• Many integrations have issues

• UI looks outdated and feels clunky

• Adding customizations after initial launch is difficult and time-consuming

• High cost

Jira

Jira is a widely used service desk software offered by Atlassian. Jira Service Desk is a part of Jira Service Management and works to manage requests, reduce manual efforts, and increase productivity. Jira helps teams across different industries track and resolve customer issues, manage service requests, and maintain high levels of customer satisfaction. 

Key features

• Queues and SLAs allow users to track and assign incoming requests

• Conversational ticketing means employees can go to Slack, and agents can track the information they need in Jira Service Management for help 

• Customers can use a self-service portal to find answers

• Reports and metrics provide insight into customer satisfaction 

Pros and cons of Jira service desk

• Customizable features

• Integration capabilities with numerous third-party tools

• A confusing user interface 

• Room for improvement in document uploading and tracking 

Vision

Vision Helpdesk is a customer service and ticketing software platform that helps businesses streamline their helpdesk operations and deliver exceptional customer service. Vision aims to help businesses manage their customer support and IT operations with their different products and features.  

Key features

• Live chat software allows for multi-company live chat messaging 

• IT assessment management capabilities

• Incident management investigation, diagnosis, categorization, and more

• Knowledge-base management and categorization of self-service portals 

Pros and cons of Vision

• Received PinkVERIFY™ 2011 certification

• Customizable options 

• Pricing may be too expensive for some users

• Integration with other platforms can be complicated 

Spiceworks

Spiceworks Could Help Desk is a helpdesk ticketing system designed to simplify and streamline customer support and IT service management. Spiceworks helps users to track, manage, and categorize requests and tasks all in one central location. 

Key features

• Activity monitoring and bandwidth monitoring 

• Automated routing tools 

• Asset tracking capabilities

• Application management capabilities

Pros and cons of Spiceworks

• Spiceworks will handle backups and maintenance, so users do not have to worry about this

• A free plan is available 

• Little to no customization for the dashboard

• Limited integration capabilities

SolarWinds

SolarWinds Service Desk helps companies streamline IT management and increase customer satisfaction by maximizing productivity and increasing efficient and consistent service. 

Key features

• AI-powered incident management system 

• IT asset management capabilities

• Configuration management database 

• Ticket sentiment monitoring and other assisted responses

Pros and cons of Solarwinds

• Multichannel for web, email, Slack, and more

• Live collaboration for real-time updates 

• Updates to SolarWinds can be tricky at times

• Confusing user interface

ManageEngine

ManageEngine ServiceDesk Plus is an all-in-one solution for managing services within an organization. It combines IT service management, IT asset management, and a Configuration Management Database to handle services in various departments of a business, from HR to finance. 

Key features

• SLA management tools

• Self-service portal options 

• Robust knowledge base 

• Reporting capabilities and live dashboards 

Pros and cons of ManageEngine

• Customizable ticket templates

• Fast and responsive support 

• Reporting features can be limited 

• Not user-friendly at times, and user interface can be complex

How to choose the right IT service desk software for your needs

The first step in choosing the right service desk software for your organization is to thoroughly assess your unique needs. Consider the volume of service requests you receive, the complexity of your IT infrastructure, the size of your support team, and the types of issues they typically handle. You'll want to select software that can handle your current demand but is also scalable for future growth. Additionally, take into account the skill level of your IT staff and users to ensure the IT service desk software is user-friendly and does not have a steep learning curve compared to their level of knowledge and comfort with technology.

Once you have a clear understanding of your needs, you can begin to evaluate the key features of different IT service desk software options. Look for a solution that offers a robust ticketing system, efficient issue tracking, generative AI, and flexible workflow automations. Consider the importance of features like self-service portals, knowledge bases, and remote support capabilities. Integration with other tools you use constantly, like asset management tools, a CRM, and or project management software can also be critical for maintaining a cohesive IT environment. Ensure the software you choose can be seamlessly integrated with the systems you already have in place.

Don’t overlook UX--a system with a bad UI is going to make its use and adoption difficult at best and may drive some users away from the system entirely. Ensure your vendor offers robust support and training resources that will help your team leverage all of the software's capabilities and resolve any issues that arise quickly. Look for vendors with a proven track record of excellent customer support, a comprehensive knowledge base, and ongoing training programs to ensure your investment in their service desk software yields the best possible results for your company.

Security and compliance should never be an afterthought when choosing an IT service desk software. Make sure that the software adheres to the highest security standards, including data encryption, secure access controls, and regular security audits. If your organization operates in a regulated industry, the software must also comply with relevant regulations, like GDPR, HIPAA, or FERPA. Verify that the vendor can provide the documentation and support necessary to help you meet your compliance obligations.

Finally, perform a cost analysis to understand the total investment required for the IT service desk software, including initial setup fees, licensing, training, and ongoing support costs. Balance this against the potential return on investment (ROI) the software could bring through improved efficiency, reduced downtime, and better service quality. Opt for a solution that offers a clear pricing structure and aligns with your organization's budget while still providing the features and benefits essential to your operations. Remember, the most expensive option is not always the best, and affordability should not come at the expense of quality or necessary functionality

What are the benefits of IT service desk software?

Using modern IT service desk software has numerous benefits, but the bottom line is that it improves the efficiency and effectiveness of your IT support services. Here are some of the primary advantages.

Improve efficiency and productivity

IT service desk software automates the ticketing process, ensuring user requests and incidents are captured, categorized, and assigned to the appropriate support personnel without manual intervention. This streamlines the resolution process and reduces response times. It also lets you create predefined workflows for common issues, which can help in standardizing responses to similar incidents, reducing the time it takes to resolve them.

Enhanced user experience

Users can access self-service portals to find solutions to common problems, submit tickets, and track the status of their issues. When users are empowered to solve their own problems effectively, you end up with higher user satisfaction scores. This can be combined with a knowledge base within your service desk software of choice, which provides users and support staff with a repository of information that can be used to quickly resolve issues.

Communicate and collaborate better

IT service desk software serves as a centralized platform for all communications related to IT service management, ensuring information can be easily referenced and is not lost across multiple channels, a critical function in today’s omnichannel world. On top of that, many of your existing tools can be integrated with your IT service desk software, allowing for better collaboration among IT staff while facilitating the sharing of information and expertise to resolve complex issues.

Reduce costs and optimize resources

Most modern IT service desk solutions have robust automation features, allowing your employees to automate routine tasks while enabling users to resolve their issues through self-service. This can help organizations significantly reduce the cost of their IT support operations. Additionally, insights from your IT service desk software that you accumulate over time will allow for better resource management, ensuring that your IT support staff are deployed effectively based on the volume and complexity of incoming requests.

Features of IT service desk software

While most service desk software providers include numerous features and will customize the software to meet your organization’s specific needs, there are a few major features that you’re going to want to make sure the solution you choose includes.

Centralized ticket management

One of the most critical features of any IT service desk software is centralized ticket management. This allows for the consolidation of user requests from various channels into a single, organized interface. Whether the requests come via email, phone, chat, social media, or a self-service portal, they are all captured and transformed into tickets within the system. This central repository makes it easier for IT support teams to prioritize, assign, and track each issue effectively. Centralized ticket management ensures that no request goes unnoticed and that each ticket is systematically processed according to its urgency and impact.

AI-automated workflow and routing

Automation stands at the core of efficient service desk operations, and with recent advances in AI, the best IT service desk software today has multiple AI-based features, including AI chatbots and workflow automation. These automations can triage incoming tickets and route them to the appropriate support tier or individual based on predefined criteria, such as issue type, urgency, or customer significance. This streamlines the resolution process, reduces human error, and ensures that IT staff can focus on resolving issues rather than on administrative tasks. Automated workflows can also send notifications and reminders, update statuses, and escalate tickets that are not addressed within a specific timeframe, ensuring that service level agreements (SLAs) are met.

Self-service portals and knowledge bases

Empowering users to resolve common issues on their own without the need for direct assistance is another hallmark of effective service desk software. A self-service portal, coupled with a comprehensive knowledge base augmented by AI chatbots, provides users with the tools to find answers to their questions and solutions to their problems quickly without an agent having to get involved. This feature not only enhances user satisfaction by providing immediate help but also reduces the workload on the IT service desk by deflecting a significant volume of routine inquiries and requests. A robust knowledge base is regularly updated with articles, FAQs, how-to guides, and troubleshooting steps to maintain its usefulness and relevance, and many modern IT service desk offerings use integrated AI tools to produce content based on interactions between users and subject matter experts.

Real-time reporting and analytics

Insightful reporting and analytics are indispensable features in modern IT service desk software. They provide managers and stakeholders with the ability to monitor performance, track key metrics, and analyze trends. With real-time dashboards that display metrics like ticket volume, resolution time, and customer satisfaction, decision-makers can make more informed improvements to IT support services. Historical data and trend analysis can help predict future demands and identify areas of improvement, allowing organizations to proactively adjust resources and strategies to better serve their users.

Embrace the future of service management with Freshservice

As we have explored the diverse and dynamic world of IT service desk software in 2024, it's clear that the right tool can significantly impact an organization's efficiency, customer satisfaction, and overall success. Among the myriad of options available, Freshservice by Freshworks stands out as a leader in the field, offering an intuitive, powerful, and comprehensive solution tailored to meet the ever-evolving demands of modern IT service management.

Freshservice's blend of advanced features, such as AI-driven automation, seamless ticket management, and robust analytics, positions it as the optimal choice for businesses seeking to enhance their IT support capabilities and deliver exceptional service experiences. Whether you're a small startup or a large enterprise, Freshservice is designed to scale and adapt to your specific needs.

Start your journey today and discover how Freshservice can transform your IT operations and elevate your service delivery standards.