PeerSpot users regularly rate, compare and review numerous solutions and management tools. It is through these reviews we are able to rank Help Desk Software solutions and share those results with you here.
#1 ServiceNow
ServiceNow has consistently ranked #1 by our PeerSpot user community. Here is what some of our valued users have to say:
Valued Features: A well-structured product
One PeerSpot user who is a manager at a consultancy relates, "It is a very promising product. They have a new release every six months. They're investing quite a lot, and you can do many creative things with the product. If you know how it works, you can have stricter rules in the product."
Another PeerSpot user who is a Senior Consultant Project Management & Transition at a tech services company tells us, “I find almost all the features valuable. It can do nearly everything except make your coffee, as my colleagues always say. It's got pros and cons, like every software, but the good thing about it is that it has a very structured approach.”
Suggested Improvements: Better Global Options
A PeerSpot user who is the Director de Servicios Profesionales at a tech services company feels, "This solution needs to be improved for global use. Currently, it's very oriented to the processes and needs of the US customer base, like their compliance solution or GRC (Governance, Risk, and Compliance), and not so much for customers from other parts of the world. Some users may like the things that ServiceNow is improving, but those are very oriented to users based in the United States and Europe."
JIRA Service Management is holding strong in the number two position with PeerSpot. User reviews are below:
Valued Features: Improved request/ticket tracking
PeerSpot user David S. Senior Functional Analyst at a computer software company, says "This service management solution has a good user interface. It helps improve your IT request requirements and makes tracking requests easier."
He adds, “This solution also improved our IT request requirements, compared to when we were using email, e.g. it's difficult to track requests via email. With JIRA Service Management, tracking requests is better, because users contact us through tickets, and we are also able to ask for feedback from the users more easily, e.g. if our service was good, or if they have any issues with the solution.”
A PeerSpot user who is a director at a financial firm says, "Useful for tracking issues with development…"The auditing team uses this solution to track audit findings and follow-up."
Suggested Improvements: Could be more user friendly
A PeerSpot user who is a Manager (AWS Operations) at a tech services company tells us, “I used ServiceNow for a long time in my earlier work. Compared to ServiceNow, there are a lot of areas where JIRA can improve. ServiceNow itself has various modules, like Change Management, Knowledge Management, and CMDB. All of these things are integrated, so if they are properly implemented, then it becomes a tool with a single repository. With JIRA, I don't see the same features. It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow.”
#3 ManageEngine ServiceDesk Plus
The PeerSpot number three solution for 2022 is the ManageEngine Service Desk.
Top Feature: User friendly
PeerSpot user Laone R., Systems Analyst at Bismarck, says, "Its interface is most valuable. It is easy to use, and our customers find it amazing because of that. Nowadays, it is not only IT technicians who deal with tickets. People from HR and finance also handle tickets, and not all of them are tech-savvy, so it is nice for them to have an interface that they can easily relate to. They appreciate that."
Euler M., Coordinador de Servicios Tecnológicos, says the solution is“Easy to set up with a user-friendly interface that works well on cloud. It has a lot of important features: workflow builder, configuration management database, and recorded solutions."
Suggested Improvement: Better Integrations
PeerSpot user Jaco V., Manager Advisory at iOCO, says, “One downside to the solution is there are no native integrations between the systems. We're not even aware of any. This is a bit of a concern for us.”
“The problem I'm dealing with is now we have to employ people to do integration coding for us. We would love to have native integration between systems. ScienceLogic, Splunk, and Sumo Logic are three vendors we're considering currently, in a POC, for going forward with the AIOps side of things.”
The number four Help Desk software solution on PeerSpot is BMC Helix ITSM
Top Feature: Lightweight and easy to use
PeerSpot user Jaikant R., Practice Director, Global Infrastructure Services at a computer software company, relates, “ Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word.”
PeerSpot user Bharath R. Lead, Tools implementation & Project Management at a financial services firm agrees. “The interface is nice and it's simple to use. It provides a good user experience,” he says.
Suggested Improvement: Needs better integration
Fairoz G., Project Manager at a computer software company feels “it would be great if BMC could integrate some new solution — something like DevOps — and improve the smart reporting features. Plus, I would like to see the BMC add advanced DWP features and customization to the standard package. Furthermore, BMC does not have any leverage for non-IT services, so it would be nice if BMC could integrate something like HR Change Management into ITSM itself.”
Rounding out the top five is Freshdesk. Here is what our users have to say:
Top Features: Improved Time Savings and Easy to Use
PeerSpot user Deepak B., Application Manager at a retailer, says, “Freshdesk has allowed us to measure and track the response and resolution time of tickets, which has been reduced from seven to eight hours down to 30 minutes to one hour. This information is valuable for board meetings.
David S., Freshdesk/Zendesk Consultant at a retailer, relates, “One of the main benefits is that it is not complicated and the layout makes it easy to find what you need. Everything there, including email notifications, automation, SLA policies, customer sales sections, and so on. It's labeled. It's not complicated. When you click on something, you know what you will get, basically.”
Suggested Improvements: Improve Template Options
PeerSpot user Ashakir A., SAP-Program Manager at Axium Packaging shares, “There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with.”
