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Best Service Desk Management Software in 2020

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Service Desk Management

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With a broader approach to IT management, service desks help establish and implement the changing business technology needs. The rapidly changing IT landscape requires that customers' needs are addressed adequately and within a stipulated time. 

Organizations using service desk management software have managed to reduce their resolution times by an average of 16%. Service desk software uses key insights to generate customer surveys that help get an in-depth understanding of their needs. 

To stay ahead of the curve, it is necessary that organizations realize the importance of an IT service desk. Let us try and understand how does a service desk software work -

What is Service Desk Management Software?

Service Desk Software

A service desk management software acts as a technical backbone for enterprises by allowing them to implement workflows for internal support operations. It empowers customer service teams with tools that automate and organize ticket management and reporting issues.

The service desk software helps keep track of customer queries, reassign them to appropriate departments, and generate reports. Moreover, it acts as a single point of contact and serves communication needs for all departments.  

With real-time visibility and clear-cut service level agreements, administrators can set up auto-responders, automatically assign tickets to departments and develop a sound knowledge base. The software also generates exhaustive reports which allow easy redressal of issues and track growth metrics. 

Features of Service Desk Management Software

features of service desk management software

1. Incident Lifecycle Management

Incident lifecycle management helps users collaborate with teams from a single screen. A service desk management software has solutions to issues that can be used by both support agents and end-users. Moreover, users can seek support via multiple channels such as e-mail, mobile app, and feedback widgets. The tool categorizes tickets on historical ticket data. It also helps automate ticket prioritization with workflow automation based on urgency and impact. The tickets are auto-assigned to agents/groups while ensuring that the ticket is not lost. 

2. SLA Management

Service Level Agreement Management is essential to assign tasks to employees and fulfill client requirements. The tool helps define task deadlines and also ensure timely resolution of issues. Service desks help group services as per their source, group, type, and ticket priority. These tools send notifications about SLA breaches by pre-defining automation rules to suit customer’s ticket priorities. 

3. Service Catalog 

The service catalog provides a list of items to customers to choose from. End-users can simplify the search process with the help of a searchable end-user portal. Users can find the availability of services, be notified if an item is unavailable, borrow service items temporarily, and plan purchases based on insights from the service catalog. Moreover, users can also customize the service catalog and configure the fields based on their needs. The tool also supports workflow automation. It keeps all stakeholders informed with timely notifications. Also, it takes up prioritized requests and improves service delivery with SLAs. 

4. Automation & AI/ML

Automation service desk

A service desk management software allows auto-assigning of tickets and setting up multi-level approvals. Moreover, workflow automators create workflows that trigger webhooks when an event occurs. Ticketing software allows organizations to define trigger rules and escalate tickets automatically and send notifications about SLA breaches.  

5. Self- service Portal 

A self-service portal allows employees to raise tickets from the portal and keep track of it. It helps reduce agent workload by providing a smart-knowledge for customers. The portal also simplifies the request fulfillment process and eliminates errors. Moreover, it offers multiple services for departments via a user-friendly service catalog so users can place and receive requests in real-time. 

Benefits of Service Desk Software 

Benefits service desk

Here are some of the benefits provided by a service desk management software-

  1. Customers can get visibility of all tickets and track their progress with a single glance at the dashboard. It empowers end-users to resolve their IT issues from the self-service portal with a simple search. 

  2. The SLA Management tool keeps track of performance and supports teams working in different time zones by setting targets according to their business centers. It also helps tweak the task calendar as per the global holiday list for smooth service desk operations. 

  3. With the service catalog, businesses can personalize the end-user experience and enable smooth discovery. Achieving this is possible by customizing service item visibility as per departments and teams.

  4. Automation helps organizations gain visibility by keeping track of performance and fulfilling requests on time. A service desk software ensures an organization misses no event by automating the entire workflow.

IT Service Desk Best Practices

To enable service desk management as a product, here are some of the essential practices. 
  • Experience the Service Desk Experience 

Leaders should have a one-on-one experience with the service desk for a better understanding of customer needs. Moreover, managers can also train their team to know about a customer’s experience when he/she uses the service desk. Organizations experiencing the service desk get the real context of the data within metrics. It will also help in making positive and timely decisions about the service desk software.

  • Align Service Desk With Customer Expectations

Despite rapid and unexpected changes in the IT sector, customers expect immediate access to services and answers. Some customers wish to bypass the process as they feel a service desk is not enough to solve their queries.The idea is to evaluate and improve the service desk capabilities thoroughly. Organizations can resolve these issues by customer surveys and ticket follow up. Moreover, a consistent survey process will help gauge the performance of the service desk. Also, enterprises can use Service Level Agreements (SLAs) to ensure efficient and timely delivery. 

  • Easy Access to Knowledge Base 

Managers must work on reducing the gap between the knowledge base and customers. Improving the First Contact Resolution Rate can increase customer satisfaction. To achieve higher FCR, organizations can implement automation techniques and create more knowledge documents. This will allow users to solve all problems without a technician’s support.

Service Desk Vs. Help Desk 

Let us have a look at the differences between a service desk and a help desk:

Service Desk

Help Desk

A service desk is based on the underlying concept of “managing
IT as a service”. It manages incidents and service requests
and handles communication with the users.

A help desk provides the end-user with information related
to a company's products and services.

A service desk helps in incident management and also addresses
service requests. It also requests for information as per
customer requirements.

A help desk is focussed primarily on incident management.

A service desk is a part of the IT services and IT support ecosystem.

A help desk is an add on to the existing IT activities framework.   

A service desk helps in taking strategic actions across organizations.

A help desk is well-versed in executing tactical actions.

Things to Keep in Mind before Buying a Service Desk Software 

Here are a few things to keep in mind before purchasing a service desk management software- 

1. Usability 

It is essential to ensure that the software is easy to use. A new tool requires adjustment, and transitioning the entire team is not a simple decision. An ideal service desk software must have an intuitive interface and should be simple to use. 

Moreover, it should allow users to make workflow changes without contacting the administrator or account manager. Customers should check out a demo or trial and buy the best fit for their team. 

2. Customization and Integration

Customers should make a note of the tools they will be using with their ticketing software. A support software must allow integration with a customer’s must-have tools. Also, it should provide options to customize the entire set-up.  By customizing dashboards, reports, and self-service areas, businesses can give all-round support to their clients. 


With all the private customer and team information stored on the service desk, a secure tool is necessary. Organizations should look for a tool that allows role-based sharing and limits access to specific people. More importantly, customers should look for a service desk with two-factor authentication to prevent unauthorized access. Businesses can also look for service desks, GDPR, and HIPAA compliant, according to their data and geographic location.

4. Adequate Customer Support 

Customers should look for a service desk software that offers sufficient support when setting up. Vendors provide different levels of support, depending on the plan. Customers should do thorough research and also keep an account of additional costs. They can also send in a test-email or start a support chat and gauge the response they get. Was the response within a stipulated time? Did it address all the concerns? If the answer to these questions is yes, the software works just fine!

5. Easy Collaboration

Organizations should look for a tool that helps in easy-collaboration between team members. A tool that keeps employees on the same page and prevents customer conversations from getting lost will help serve clients in a better manner. A service desk with collaboration features will generate warnings if two agents are in the same conversation, to avoid sending double replies to the customer. It will also help mention other team members to prevent problems and keep all members updated. 

6. Queue Management 

The support team gets a lot of similar queries from new users. A service desk management software that helps save crafted replies will help handle queries efficiently and save time. Saved replies can easily answer questions like password resets and questions about a specific product feature. Thus, a support ticket software that helps organizations stay on top of their queues and has a feature for storing replies is a must. 

7. Self- Service Options 

An essential aspect of customer support is to let your customers become independent. Software vendors that set up a knowledge base or provide an FAQ section help customers save time and improve their bottom line. 81% of customers will try and look for solutions before they reach out to the support team. Also, it will help reduce an agent’s time and satisfy customers.

8. Allows Automation

Automation can help businesses provide personalized assistance to customers. With automated workflows, teams can sort out the top priority support requests and give quicker replies. For example, if a set of customers pointed out a bug in the software and the development team has fixed it, the automation feature will generate an e-mail and send it to the customers. Over the time as the customer base for an organization grows, it will help them organize queues and eliminate manual work.

9. Tagging Feature 

A good support ticket software allows the easy organization of customer conversations. The tagging feature supports efficient management of replies, the ability to tag conversations, and reporting issues. Moreover, tags can also be used to produce track reports and measure success parameters.

Growth Metrics

A good ticketing software helps figure out the loopholes and strengths in an organization’s business operations. It helps uncover insights without the hassle of understanding complex spreadsheets. Moreover, a service desk uses metrics to figure out customers’ most frequently asked about topics, response times, team’s busiest hours, and the number of customers accessing the knowledge base articles- and which ones.

Organizations should look for software that helps translate these metrics into reports and allows easy sharing of these reports. Also, the software should have options for advanced filtering, the ability to save custom views, and export options to help organizations access data outside the software.

With a plethora of benefits, service desk management software is the perfect solution for businesses looking forward to providing extraordinary customer services and scaling their operations. Did we miss out on any aspect of the software, let us know in the comment sections below!

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Nikunj DudhatBy Nikunj Dudhat | Last Updated: October 25, 2020

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