Best Enterprise Service Desk Software

Anindita Sengupta
AS
Researched and written by Anindita Sengupta

Products classified in the overall Service Desk category are similar in many regards and help companies of all sizes solve their business problems. However, enterprise business features, pricing, setup, and installation differ from businesses of other sizes, which is why we match buyers to the right Enterprise Business Service Desk to fit their needs. Compare product ratings based on reviews from enterprise users or connect with one of G2's buying advisors to find the right solutions within the Enterprise Business Service Desk category.

In addition to qualifying for inclusion in the Service Desk Software category, to qualify for inclusion in the Enterprise Business Service Desk Software category, a product must have at least 10 reviews left by a reviewer from an enterprise business.

G2 takes pride in showing unbiased reviews on user satisfaction in our ratings and reports. We do not allow paid placements in any of our ratings, rankings, or reports. Learn about our scoring methodologies.

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33 Listings in Enterprise Service Desk Software Available

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    G2 Score
ServiceNow IT Service Management
(958)4.3 out of 5
3rd Easiest To Use in Service Desk software
View top Consulting Services for ServiceNow IT Service Management
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    ServiceNow IT Service Management (ITSM) is a comprehensive cloud-based software solution designed to streamline and enhance the delivery of IT services within organizations. With ITSM, organizations c

    Users
    • Consultant
    • Software Engineer
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 72% Enterprise
    • 21% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • ServiceNow IT Service Management Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    52
    Incident Management
    32
    Features
    31
    Efficiency
    24
    Integrations
    20
    Cons
    Learning Curve
    18
    Slow Performance
    15
    Performance Issues
    12
    Complexity
    11
    Complex Setup
    11
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • ServiceNow IT Service Management features and usability ratings that predict user satisfaction
    8.8
    Has the product been a good partner in doing business?
    Average: 8.6
    8.9
    Ticket Prioritization
    Average: 8.7
    9.0
    Automate Ticket Routing
    Average: 8.7
    8.7
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    ServiceNow
    Company Website
    Year Founded
    2004
    HQ Location
    Santa Clara, CA
    Twitter
    @servicenow
    51,374 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    30,776 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

ServiceNow IT Service Management (ITSM) is a comprehensive cloud-based software solution designed to streamline and enhance the delivery of IT services within organizations. With ITSM, organizations c

Users
  • Consultant
  • Software Engineer
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 72% Enterprise
  • 21% Mid-Market
ServiceNow IT Service Management Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
52
Incident Management
32
Features
31
Efficiency
24
Integrations
20
Cons
Learning Curve
18
Slow Performance
15
Performance Issues
12
Complexity
11
Complex Setup
11
ServiceNow IT Service Management features and usability ratings that predict user satisfaction
8.8
Has the product been a good partner in doing business?
Average: 8.6
8.9
Ticket Prioritization
Average: 8.7
9.0
Automate Ticket Routing
Average: 8.7
8.7
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Seller
ServiceNow
Company Website
Year Founded
2004
HQ Location
Santa Clara, CA
Twitter
@servicenow
51,374 Twitter followers
LinkedIn® Page
www.linkedin.com
30,776 employees on LinkedIn®
Read ServiceNow IT Service Management Reviews
Freshservice
(1,253)4.6 out of 5
Optimized for quick response
4th Easiest To Use in Service Desk software
Save to My Lists
Entry Level Price:$19.00
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Freshservice is Freshworks’s intelligent, right-sized, cloud-native service management solution. Freshservice does this by taking a fresh approach to building and delivering modern employee experience

    Users
    • IT Manager
    • IT Director
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 61% Mid-Market
    • 20% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Freshservice Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    84
    Features
    43
    Automation
    37
    Ticketing System
    34
    Ticket Management
    32
    Cons
    Missing Features
    31
    Limited Features
    26
    Limited Customization
    17
    Ticketing Issues
    14
    Limited Functionality
    13
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Freshservice features and usability ratings that predict user satisfaction
    9.1
    Has the product been a good partner in doing business?
    Average: 8.6
    8.9
    Ticket Prioritization
    Average: 8.7
    9.1
    Automate Ticket Routing
    Average: 8.7
    8.6
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Freshworks
    Company Website
    Year Founded
    2010
    HQ Location
    San Mateo, CA
    Twitter
    @FreshworksInc
    18,875 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    8,427 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Freshservice is Freshworks’s intelligent, right-sized, cloud-native service management solution. Freshservice does this by taking a fresh approach to building and delivering modern employee experience

Users
  • IT Manager
  • IT Director
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 61% Mid-Market
  • 20% Enterprise
Freshservice Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
84
Features
43
Automation
37
Ticketing System
34
Ticket Management
32
Cons
Missing Features
31
Limited Features
26
Limited Customization
17
Ticketing Issues
14
Limited Functionality
13
Freshservice features and usability ratings that predict user satisfaction
9.1
Has the product been a good partner in doing business?
Average: 8.6
8.9
Ticket Prioritization
Average: 8.7
9.1
Automate Ticket Routing
Average: 8.7
8.6
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Seller
Freshworks
Company Website
Year Founded
2010
HQ Location
San Mateo, CA
Twitter
@FreshworksInc
18,875 Twitter followers
LinkedIn® Page
www.linkedin.com
8,427 employees on LinkedIn®

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SysAid
(717)4.5 out of 5
Optimized for quick response
5th Easiest To Use in Service Desk software
Save to My Lists
Free trial available
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    SysAid is a robust IT Service Management (ITSM) platform powered by Agentic AI, automating the repetitive, time-consuming work that keeps teams stuck in reactive mode. Adding a powerful new operationa

    Users
    • IT Manager
    • System Administrator
    Industries
    • Information Technology and Services
    • Hospital & Health Care
    Market Segment
    • 60% Mid-Market
    • 29% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • SysAid Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    58
    Customer Support
    46
    Ticket Management
    44
    Customization
    30
    Features
    28
    Cons
    Ticketing Issues
    17
    Limited Customization
    14
    Missing Features
    14
    Limited Features
    12
    Steep Learning Curve
    12
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • SysAid features and usability ratings that predict user satisfaction
    9.1
    Has the product been a good partner in doing business?
    Average: 8.6
    8.9
    Ticket Prioritization
    Average: 8.7
    9.0
    Automate Ticket Routing
    Average: 8.7
    8.5
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    SysAid
    Company Website
    Year Founded
    2002
    HQ Location
    Tel Aviv
    Twitter
    @sysaid
    9,805 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    224 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

SysAid is a robust IT Service Management (ITSM) platform powered by Agentic AI, automating the repetitive, time-consuming work that keeps teams stuck in reactive mode. Adding a powerful new operationa

Users
  • IT Manager
  • System Administrator
Industries
  • Information Technology and Services
  • Hospital & Health Care
Market Segment
  • 60% Mid-Market
  • 29% Enterprise
SysAid Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
58
Customer Support
46
Ticket Management
44
Customization
30
Features
28
Cons
Ticketing Issues
17
Limited Customization
14
Missing Features
14
Limited Features
12
Steep Learning Curve
12
SysAid features and usability ratings that predict user satisfaction
9.1
Has the product been a good partner in doing business?
Average: 8.6
8.9
Ticket Prioritization
Average: 8.7
9.0
Automate Ticket Routing
Average: 8.7
8.5
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Seller
SysAid
Company Website
Year Founded
2002
HQ Location
Tel Aviv
Twitter
@sysaid
9,805 Twitter followers
LinkedIn® Page
www.linkedin.com
224 employees on LinkedIn®
Jira Service Management
(780)4.2 out of 5
View top Consulting Services for Jira Service Management
Save to My Lists
Entry Level Price:0 /agent/month
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Jira Service Management empowers Dev and Ops teams to collaborate at high-velocity, so they can respond to business changes and deliver great customer and employee service experiences fast. Reshape

    Users
    • Software Engineer
    • Senior Software Engineer
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 40% Enterprise
    • 40% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Jira Service Management Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    10
    Collaboration
    5
    Efficiency
    5
    Integrations
    5
    Project Management
    5
    Cons
    Learning Curve
    5
    Limited Features
    5
    Steep Learning Curve
    5
    Difficult Learning
    4
    Complex Setup
    3
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Jira Service Management features and usability ratings that predict user satisfaction
    8.5
    Has the product been a good partner in doing business?
    Average: 8.6
    8.7
    Ticket Prioritization
    Average: 8.7
    8.7
    Automate Ticket Routing
    Average: 8.7
    8.3
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Atlassian
    Company Website
    Year Founded
    2002
    HQ Location
    Sydney and San Francisco
    Twitter
    @Atlassian
    104,621 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    17,691 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Jira Service Management empowers Dev and Ops teams to collaborate at high-velocity, so they can respond to business changes and deliver great customer and employee service experiences fast. Reshape

Users
  • Software Engineer
  • Senior Software Engineer
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 40% Enterprise
  • 40% Mid-Market
Jira Service Management Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
10
Collaboration
5
Efficiency
5
Integrations
5
Project Management
5
Cons
Learning Curve
5
Limited Features
5
Steep Learning Curve
5
Difficult Learning
4
Complex Setup
3
Jira Service Management features and usability ratings that predict user satisfaction
8.5
Has the product been a good partner in doing business?
Average: 8.6
8.7
Ticket Prioritization
Average: 8.7
8.7
Automate Ticket Routing
Average: 8.7
8.3
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Seller
Atlassian
Company Website
Year Founded
2002
HQ Location
Sydney and San Francisco
Twitter
@Atlassian
104,621 Twitter followers
LinkedIn® Page
www.linkedin.com
17,691 employees on LinkedIn®
Proactivanet
(65)4.8 out of 5
8th Easiest To Use in Service Desk software
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Proactivanet is a certificated and fully integrated software for managing IT assets and services. Proactivanet ITAM is the only vendor that guarantees a 100% discovery of your IT inventory. Proactivan

    Users
    No information available
    Industries
    • Information Technology and Services
    • Financial Services
    Market Segment
    • 52% Mid-Market
    • 34% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Proactivanet Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    3
    Automation
    2
    Customer Support
    2
    Customization
    2
    Communication Efficiency
    1
    Cons
    Limited Customization
    1
    Limited Features
    1
    Limited Functionality
    1
    Mobile App Issues
    1
    Poor Interface Design
    1
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Proactivanet features and usability ratings that predict user satisfaction
    9.6
    Has the product been a good partner in doing business?
    Average: 8.6
    9.4
    Ticket Prioritization
    Average: 8.7
    9.4
    Automate Ticket Routing
    Average: 8.7
    9.0
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Proactivanet
    Year Founded
    1998
    HQ Location
    Gijon
    Twitter
    @ProactivaNET
    1,798 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    56 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Proactivanet is a certificated and fully integrated software for managing IT assets and services. Proactivanet ITAM is the only vendor that guarantees a 100% discovery of your IT inventory. Proactivan

Users
No information available
Industries
  • Information Technology and Services
  • Financial Services
Market Segment
  • 52% Mid-Market
  • 34% Enterprise
Proactivanet Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
3
Automation
2
Customer Support
2
Customization
2
Communication Efficiency
1
Cons
Limited Customization
1
Limited Features
1
Limited Functionality
1
Mobile App Issues
1
Poor Interface Design
1
Proactivanet features and usability ratings that predict user satisfaction
9.6
Has the product been a good partner in doing business?
Average: 8.6
9.4
Ticket Prioritization
Average: 8.7
9.4
Automate Ticket Routing
Average: 8.7
9.0
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Seller
Proactivanet
Year Founded
1998
HQ Location
Gijon
Twitter
@ProactivaNET
1,798 Twitter followers
LinkedIn® Page
www.linkedin.com
56 employees on LinkedIn®
Read Proactivanet Reviews
Helpdesk 365
(146)4.7 out of 5
1st Easiest To Use in Service Desk software
Save to My Lists
Entry Level Price:Starting at $11.99
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Helpdesk 365 is an advanced ticketing and service management solution designed specifically for businesses using Microsoft Teams and SharePoint. This platform is built natively on the Microsoft 365 ec

    Users
    No information available
    Industries
    • Insurance
    • Computer & Network Security
    Market Segment
    • 75% Mid-Market
    • 14% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Helpdesk 365 Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    91
    Customer Support
    51
    Ticket Management
    40
    Features
    39
    Helpful
    35
    Cons
    Learning Curve
    13
    Ticketing Issues
    11
    Steep Learning Curve
    9
    Limited Functionality
    8
    Limited Customization
    7
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Helpdesk 365 features and usability ratings that predict user satisfaction
    9.2
    Has the product been a good partner in doing business?
    Average: 8.6
    9.3
    Ticket Prioritization
    Average: 8.7
    8.9
    Automate Ticket Routing
    Average: 8.7
    9.0
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    CubicLogics
    Company Website
    Year Founded
    2015
    HQ Location
    Wilmington, US
    Twitter
    @cubiclogics
    14 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    117 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Helpdesk 365 is an advanced ticketing and service management solution designed specifically for businesses using Microsoft Teams and SharePoint. This platform is built natively on the Microsoft 365 ec

Users
No information available
Industries
  • Insurance
  • Computer & Network Security
Market Segment
  • 75% Mid-Market
  • 14% Enterprise
Helpdesk 365 Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
91
Customer Support
51
Ticket Management
40
Features
39
Helpful
35
Cons
Learning Curve
13
Ticketing Issues
11
Steep Learning Curve
9
Limited Functionality
8
Limited Customization
7
Helpdesk 365 features and usability ratings that predict user satisfaction
9.2
Has the product been a good partner in doing business?
Average: 8.6
9.3
Ticket Prioritization
Average: 8.7
8.9
Automate Ticket Routing
Average: 8.7
9.0
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Seller
CubicLogics
Company Website
Year Founded
2015
HQ Location
Wilmington, US
Twitter
@cubiclogics
14 Twitter followers
LinkedIn® Page
www.linkedin.com
117 employees on LinkedIn®
Get a quote
ManageEngine ServiceDesk Plus
(231)4.2 out of 5
Save to My Lists
Entry Level Price:Starts at $1195 (For ...
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    ServiceDesk Plus is ITIL-ready help desk software with integrated Asset and Project Management capabilities. With advanced ITSM functionality and easy-to-use capability, ServiceDesk Plus helps IT supp

    Users
    • System Administrator
    • IT Manager
    Industries
    • Information Technology and Services
    • Financial Services
    Market Segment
    • 60% Mid-Market
    • 30% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • ManageEngine ServiceDesk Plus Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    13
    Customer Support
    7
    Features
    7
    Integrations
    7
    Intuitive
    7
    Cons
    Feature Issues
    5
    Limited Features
    5
    Limited Customization
    4
    Limited Functionality
    3
    Missing Features
    3
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • ManageEngine ServiceDesk Plus features and usability ratings that predict user satisfaction
    8.3
    Has the product been a good partner in doing business?
    Average: 8.6
    8.6
    Ticket Prioritization
    Average: 8.7
    8.6
    Automate Ticket Routing
    Average: 8.7
    8.1
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    ManageEngine
    Year Founded
    2002
    HQ Location
    Del Valle, Texas
    Twitter
    @manageengine
    7,678 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    464 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

ServiceDesk Plus is ITIL-ready help desk software with integrated Asset and Project Management capabilities. With advanced ITSM functionality and easy-to-use capability, ServiceDesk Plus helps IT supp

Users
  • System Administrator
  • IT Manager
Industries
  • Information Technology and Services
  • Financial Services
Market Segment
  • 60% Mid-Market
  • 30% Enterprise
ManageEngine ServiceDesk Plus Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
13
Customer Support
7
Features
7
Integrations
7
Intuitive
7
Cons
Feature Issues
5
Limited Features
5
Limited Customization
4
Limited Functionality
3
Missing Features
3
ManageEngine ServiceDesk Plus features and usability ratings that predict user satisfaction
8.3
Has the product been a good partner in doing business?
Average: 8.6
8.6
Ticket Prioritization
Average: 8.7
8.6
Automate Ticket Routing
Average: 8.7
8.1
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Seller
ManageEngine
Year Founded
2002
HQ Location
Del Valle, Texas
Twitter
@manageengine
7,678 Twitter followers
LinkedIn® Page
www.linkedin.com
464 employees on LinkedIn®
Read ManageEngine ServiceDesk Plus Reviews
Vivantio
(291)4.3 out of 5
Optimized for quick response
Save to My Lists
Entry Level Price:Starting at $59.00
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Vivantio provides service management software for teams that support internal and external customers. Our platform scales to meet the needs of large, multi-site organizations, optimizing workflows acr

    Users
    • IT Manager
    Industries
    • Information Technology and Services
    • Outsourcing/Offshoring
    Market Segment
    • 57% Mid-Market
    • 28% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Vivantio Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    66
    Intuitive
    30
    Efficiency
    26
    Helpful
    26
    Features
    24
    Cons
    Ticketing Issues
    19
    Improvement Needed
    17
    Learning Curve
    15
    Missing Features
    14
    Login Issues
    12
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Vivantio features and usability ratings that predict user satisfaction
    8.9
    Has the product been a good partner in doing business?
    Average: 8.6
    8.8
    Ticket Prioritization
    Average: 8.7
    8.5
    Automate Ticket Routing
    Average: 8.7
    8.1
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Vivantio
    Company Website
    Year Founded
    2003
    HQ Location
    Boston, MA
    Twitter
    @Vivantio
    112 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    28 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Vivantio provides service management software for teams that support internal and external customers. Our platform scales to meet the needs of large, multi-site organizations, optimizing workflows acr

Users
  • IT Manager
Industries
  • Information Technology and Services
  • Outsourcing/Offshoring
Market Segment
  • 57% Mid-Market
  • 28% Enterprise
Vivantio Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
66
Intuitive
30
Efficiency
26
Helpful
26
Features
24
Cons
Ticketing Issues
19
Improvement Needed
17
Learning Curve
15
Missing Features
14
Login Issues
12
Vivantio features and usability ratings that predict user satisfaction
8.9
Has the product been a good partner in doing business?
Average: 8.6
8.8
Ticket Prioritization
Average: 8.7
8.5
Automate Ticket Routing
Average: 8.7
8.1
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Seller
Vivantio
Company Website
Year Founded
2003
HQ Location
Boston, MA
Twitter
@Vivantio
112 Twitter followers
LinkedIn® Page
www.linkedin.com
28 employees on LinkedIn®
SymphonyAI IT Service Management
(68)4.6 out of 5
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    SymphonyAI IT Service Management offers an enterprise-class solution that delivers measurable business outcomes leveraging automation, predictive, and generative AI. Customers have been able to automa

    Users
    No information available
    Industries
    • Information Technology and Services
    • Automotive
    Market Segment
    • 68% Enterprise
    • 32% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • SymphonyAI IT Service Management Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    14
    Asset Management
    4
    Automation
    4
    Configuration Ease
    4
    Efficiency
    4
    Cons
    Complex Setup
    4
    Slow Performance
    4
    Complex Configuration
    3
    Complexity
    3
    Limited Functionality
    3
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • SymphonyAI IT Service Management features and usability ratings that predict user satisfaction
    8.7
    Has the product been a good partner in doing business?
    Average: 8.6
    8.6
    Ticket Prioritization
    Average: 8.7
    8.5
    Automate Ticket Routing
    Average: 8.7
    8.2
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    SymphonyAI IT Service Management
    Year Founded
    2017
    HQ Location
    Palo Alto, California
    Twitter
    @SymphonySummit
    485 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    2,074 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

SymphonyAI IT Service Management offers an enterprise-class solution that delivers measurable business outcomes leveraging automation, predictive, and generative AI. Customers have been able to automa

Users
No information available
Industries
  • Information Technology and Services
  • Automotive
Market Segment
  • 68% Enterprise
  • 32% Mid-Market
SymphonyAI IT Service Management Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
14
Asset Management
4
Automation
4
Configuration Ease
4
Efficiency
4
Cons
Complex Setup
4
Slow Performance
4
Complex Configuration
3
Complexity
3
Limited Functionality
3
SymphonyAI IT Service Management features and usability ratings that predict user satisfaction
8.7
Has the product been a good partner in doing business?
Average: 8.6
8.6
Ticket Prioritization
Average: 8.7
8.5
Automate Ticket Routing
Average: 8.7
8.2
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Seller
SymphonyAI IT Service Management
Year Founded
2017
HQ Location
Palo Alto, California
Twitter
@SymphonySummit
485 Twitter followers
LinkedIn® Page
www.linkedin.com
2,074 employees on LinkedIn®
Read SymphonyAI IT Service Management Reviews
Incident IQ
(219)4.6 out of 5
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Incident IQ is a workflow management solution built by K-12, exclusively for K-12. Headquartered in Atlanta, GA, Incident IQ is 170+ strong and made up of former educators, K-12 IT technicians, and

    Users
    • Technology Specialist
    Industries
    • Primary/Secondary Education
    • Information Technology and Services
    Market Segment
    • 58% Mid-Market
    • 39% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Incident IQ Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    30
    Asset Management
    21
    Features
    17
    Integrations
    16
    Customer Support
    15
    Cons
    Limited Features
    12
    Ticketing Issues
    11
    Missing Features
    9
    Limited Customization
    6
    Search Issues
    6
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Incident IQ features and usability ratings that predict user satisfaction
    9.4
    Has the product been a good partner in doing business?
    Average: 8.6
    8.9
    Ticket Prioritization
    Average: 8.7
    9.0
    Automate Ticket Routing
    Average: 8.7
    8.4
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Incident IQ
    Year Founded
    2016
    HQ Location
    Atlanta, Georgia
    Twitter
    @IncidentIQ
    404 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    199 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Incident IQ is a workflow management solution built by K-12, exclusively for K-12. Headquartered in Atlanta, GA, Incident IQ is 170+ strong and made up of former educators, K-12 IT technicians, and

Users
  • Technology Specialist
Industries
  • Primary/Secondary Education
  • Information Technology and Services
Market Segment
  • 58% Mid-Market
  • 39% Enterprise
Incident IQ Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
30
Asset Management
21
Features
17
Integrations
16
Customer Support
15
Cons
Limited Features
12
Ticketing Issues
11
Missing Features
9
Limited Customization
6
Search Issues
6
Incident IQ features and usability ratings that predict user satisfaction
9.4
Has the product been a good partner in doing business?
Average: 8.6
8.9
Ticket Prioritization
Average: 8.7
9.0
Automate Ticket Routing
Average: 8.7
8.4
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Seller
Incident IQ
Year Founded
2016
HQ Location
Atlanta, Georgia
Twitter
@IncidentIQ
404 Twitter followers
LinkedIn® Page
www.linkedin.com
199 employees on LinkedIn®
Read Incident IQ Reviews
BMC Helix ITSM
(285)3.7 out of 5
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    BMC Helix ITSM replaces Remedy. It is a broad suite of ITSM, tools with strong integrations to other BMC tools and in-built ITAM. The product is used mainly by global brands and is offered in on-premi

    Users
    • Manager
    Industries
    • Information Technology and Services
    • Telecommunications
    Market Segment
    • 77% Enterprise
    • 20% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • BMC Helix ITSM Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ticket Management
    2
    Automation
    1
    Customer Support
    1
    Customizability
    1
    Customization
    1
    Cons
    Connection Issues
    1
    Connectivity Issues
    1
    Expensive
    1
    Integration Issues
    1
    Performance Issues
    1
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • BMC Helix ITSM features and usability ratings that predict user satisfaction
    7.9
    Has the product been a good partner in doing business?
    Average: 8.6
    8.6
    Ticket Prioritization
    Average: 8.7
    8.8
    Automate Ticket Routing
    Average: 8.7
    7.9
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    BMC Software
    Year Founded
    1980
    HQ Location
    Houston, TX
    Twitter
    @BMCSoftware
    49,763 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    9,760 employees on LinkedIn®
    Phone
    713 918 8800
Product Description
How are these determined?Information
This description is provided by the seller.

BMC Helix ITSM replaces Remedy. It is a broad suite of ITSM, tools with strong integrations to other BMC tools and in-built ITAM. The product is used mainly by global brands and is offered in on-premi

Users
  • Manager
Industries
  • Information Technology and Services
  • Telecommunications
Market Segment
  • 77% Enterprise
  • 20% Mid-Market
BMC Helix ITSM Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ticket Management
2
Automation
1
Customer Support
1
Customizability
1
Customization
1
Cons
Connection Issues
1
Connectivity Issues
1
Expensive
1
Integration Issues
1
Performance Issues
1
BMC Helix ITSM features and usability ratings that predict user satisfaction
7.9
Has the product been a good partner in doing business?
Average: 8.6
8.6
Ticket Prioritization
Average: 8.7
8.8
Automate Ticket Routing
Average: 8.7
7.9
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Seller
BMC Software
Year Founded
1980
HQ Location
Houston, TX
Twitter
@BMCSoftware
49,763 Twitter followers
LinkedIn® Page
www.linkedin.com
9,760 employees on LinkedIn®
Phone
713 918 8800
Read BMC Helix ITSM Reviews
SolarWinds Service Desk
(742)4.3 out of 5
Optimized for quick response
Save to My Lists
Entry Level Price:$39.00
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    SolarWinds® Service Desk is an all-in-one service management platform designed to help IT teams (and other departments) deliver reliable, efficient service. It integrates tools for managing incidents,

    Users
    • IT Manager
    • Systems Administrator
    Industries
    • Information Technology and Services
    • Hospital & Health Care
    Market Segment
    • 68% Mid-Market
    • 24% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • SolarWinds Service Desk Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    13
    User Interface
    10
    Asset Management
    9
    Ticketing System
    8
    Simple
    7
    Cons
    Missing Features
    6
    Asset Management
    4
    Insufficient Information
    4
    Ticketing Issues
    4
    Expensive
    3
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • SolarWinds Service Desk features and usability ratings that predict user satisfaction
    9.0
    Has the product been a good partner in doing business?
    Average: 8.6
    8.6
    Ticket Prioritization
    Average: 8.7
    8.6
    Automate Ticket Routing
    Average: 8.7
    8.5
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    SolarWinds Worldwide LLC
    Company Website
    Year Founded
    1999
    HQ Location
    Austin, TX
    Twitter
    @solarwinds
    19,962 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    2,713 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

SolarWinds® Service Desk is an all-in-one service management platform designed to help IT teams (and other departments) deliver reliable, efficient service. It integrates tools for managing incidents,

Users
  • IT Manager
  • Systems Administrator
Industries
  • Information Technology and Services
  • Hospital & Health Care
Market Segment
  • 68% Mid-Market
  • 24% Enterprise
SolarWinds Service Desk Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
13
User Interface
10
Asset Management
9
Ticketing System
8
Simple
7
Cons
Missing Features
6
Asset Management
4
Insufficient Information
4
Ticketing Issues
4
Expensive
3
SolarWinds Service Desk features and usability ratings that predict user satisfaction
9.0
Has the product been a good partner in doing business?
Average: 8.6
8.6
Ticket Prioritization
Average: 8.7
8.6
Automate Ticket Routing
Average: 8.7
8.5
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Seller
SolarWinds Worldwide LLC
Company Website
Year Founded
1999
HQ Location
Austin, TX
Twitter
@solarwinds
19,962 Twitter followers
LinkedIn® Page
www.linkedin.com
2,713 employees on LinkedIn®
TOPdesk
(28)4.2 out of 5
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    TOPdesk is an award-winning developer and provider of service management solutions that enable medium, large and multinational organisations to manage their IT, Facilities Management, and HR help desk

    Users
    No information available
    Industries
    No information available
    Market Segment
    • 57% Mid-Market
    • 43% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • TOPdesk Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Customer Support
    1
    Ease of Use
    1
    Easy Integrations
    1
    Features
    1
    Intuitive
    1
    Cons
    Access Control
    1
    Missing Features
    1
    Ticketing Issues
    1
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • TOPdesk features and usability ratings that predict user satisfaction
    8.8
    Has the product been a good partner in doing business?
    Average: 8.6
    8.3
    Ticket Prioritization
    Average: 8.7
    9.0
    Automate Ticket Routing
    Average: 8.7
    8.5
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    TOPdesk
    HQ Location
    Delft, Zuid-Holland
    Twitter
    @TOPdesk
    1,800 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    870 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

TOPdesk is an award-winning developer and provider of service management solutions that enable medium, large and multinational organisations to manage their IT, Facilities Management, and HR help desk

Users
No information available
Industries
No information available
Market Segment
  • 57% Mid-Market
  • 43% Enterprise
TOPdesk Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Customer Support
1
Ease of Use
1
Easy Integrations
1
Features
1
Intuitive
1
Cons
Access Control
1
Missing Features
1
Ticketing Issues
1
TOPdesk features and usability ratings that predict user satisfaction
8.8
Has the product been a good partner in doing business?
Average: 8.6
8.3
Ticket Prioritization
Average: 8.7
9.0
Automate Ticket Routing
Average: 8.7
8.5
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Seller
TOPdesk
HQ Location
Delft, Zuid-Holland
Twitter
@TOPdesk
1,800 Twitter followers
LinkedIn® Page
www.linkedin.com
870 employees on LinkedIn®
Read TOPdesk Reviews
LogMeIn Rescue
(194)4.6 out of 5
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    LogMeIn Rescue offers simple yet powerful, enterprise-grade remote support for a frictionless world. With robust remote support features, advanced security capabilities, and ample customization option

    Users
    • Owner
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 37% Mid-Market
    • 35% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • LogMeIn Rescue Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    17
    Remote Access
    16
    Remote Support
    12
    Easy Access
    10
    Customer Support
    8
    Cons
    Remote Access Issues
    8
    Connectivity Issues
    7
    Connection Issues
    5
    Technical Issues
    5
    Poor Connectivity
    4
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • LogMeIn Rescue features and usability ratings that predict user satisfaction
    9.0
    Has the product been a good partner in doing business?
    Average: 8.6
    8.8
    Ticket Prioritization
    Average: 8.7
    8.7
    Automate Ticket Routing
    Average: 8.7
    8.6
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    GoTo
    Company Website
    Year Founded
    2003
    HQ Location
    Boston, MA
    Twitter
    @goto
    46,211 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    1,108 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

LogMeIn Rescue offers simple yet powerful, enterprise-grade remote support for a frictionless world. With robust remote support features, advanced security capabilities, and ample customization option

Users
  • Owner
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 37% Mid-Market
  • 35% Small-Business
LogMeIn Rescue Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
17
Remote Access
16
Remote Support
12
Easy Access
10
Customer Support
8
Cons
Remote Access Issues
8
Connectivity Issues
7
Connection Issues
5
Technical Issues
5
Poor Connectivity
4
LogMeIn Rescue features and usability ratings that predict user satisfaction
9.0
Has the product been a good partner in doing business?
Average: 8.6
8.8
Ticket Prioritization
Average: 8.7
8.7
Automate Ticket Routing
Average: 8.7
8.6
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Seller
GoTo
Company Website
Year Founded
2003
HQ Location
Boston, MA
Twitter
@goto
46,211 Twitter followers
LinkedIn® Page
www.linkedin.com
1,108 employees on LinkedIn®
BMC Helix Remedyforce
(48)3.9 out of 5
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Remedyforce is an IT service management solution built on the Salesforce.com platform that combines best-practice aligned process automation with a simple, easy-to-use experience for maximum IT produc

    Users
    No information available
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 54% Enterprise
    • 46% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • BMC Helix Remedyforce Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Reporting
    1
    Tracking Ease
    1
    Cons
    This product has not yet received any negative sentiments.
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • BMC Helix Remedyforce features and usability ratings that predict user satisfaction
    7.7
    Has the product been a good partner in doing business?
    Average: 8.6
    9.0
    Ticket Prioritization
    Average: 8.7
    8.7
    Automate Ticket Routing
    Average: 8.7
    8.7
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    BMC Software
    Year Founded
    1980
    HQ Location
    Houston, TX
    Twitter
    @BMCSoftware
    49,763 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    9,760 employees on LinkedIn®
    Phone
    713 918 8800
Product Description
How are these determined?Information
This description is provided by the seller.

Remedyforce is an IT service management solution built on the Salesforce.com platform that combines best-practice aligned process automation with a simple, easy-to-use experience for maximum IT produc

Users
No information available
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 54% Enterprise
  • 46% Mid-Market
BMC Helix Remedyforce Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Reporting
1
Tracking Ease
1
Cons
This product has not yet received any negative sentiments.
BMC Helix Remedyforce features and usability ratings that predict user satisfaction
7.7
Has the product been a good partner in doing business?
Average: 8.6
9.0
Ticket Prioritization
Average: 8.7
8.7
Automate Ticket Routing
Average: 8.7
8.7
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Seller
BMC Software
Year Founded
1980
HQ Location
Houston, TX
Twitter
@BMCSoftware
49,763 Twitter followers
LinkedIn® Page
www.linkedin.com
9,760 employees on LinkedIn®
Phone
713 918 8800
Read BMC Helix Remedyforce Reviews
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