Compare Service Desk Software

The platform on which the help desk software functions on the server end. Your client’s platform determines the workstations that your help desk supports. Conversely, a server platform gives your help desk more flexible compatibility by listing the types of server operating systems that your help desk supports. The ability to choose different platforms for both your technician's computers and your company's server means you’ll have a help desk that supports more clients and employees. For example, if your clients use Windows 7 and Mac OS X, but your server runs on Solaris, use the Client and Server filters to find a help desk software that allows that configuration.

The price for your on-site servers to host the help desk software for 1 year, among up to 10 technicians. Some help desk service providers refer to the on-site server price as a ‘license option.’ Some help desk vendors require an annual license renewal, while other software providers have infinite use options.

The annual price for up to 10 technicians using the help desk software as a hosted option. This is the standard price of the plan.

The operating system on which the help desk software functions. The platform is the combination of hardware and software that is compatible with the help desk software.

The type of software license, under which the help desk software is distributed.

• Free Software Licenses usually allow for the use, modification, and even resale of the software without a fee.
• Proprietary software licenses are purchased for personal use.
• Commercial software licenses require a fee in order to redistribute the software.
• SaaS or Software as a Service, licenses require a fee on a subscription basis (usually monthly) to use the software over a provider’s network.
• Part Free/Part Proprietary implies that the software may be generally free to use but offer certain features that require purchasing.

The industry in which the help desk software can be applied or has potential to be used in (as stated by the developing company).

The features of help desk software determine its capabilities and functionality. Read the features below to figure out which ones match your needs.

• Knowledge Base/FAQ functionality provides an exhaustive, searchable database of common customer problems, requests and solutions. This feature is a self-serve service, so your customers can try to solve any issues before engaging with your technician or support staff. This functionality also includes Frequently Asked Questions (FAQs).
• Service Level Agreements are rules that define different characteristics of requests. These rules correspond to various actions such as: Alerts when a ticket request fails to meet certain criteria or deadlines. Additionally, help desk technicians can create SLA rules that prioritize, automate and update requests, as well as measure SLA violations and inform technicians before a violation happens. SLA management occasionally allows for an automatic configuration of escalation levels as SLA violations occur.
• LDAP/Active Directory Synchronization, or Lightweight Directory Access Protocol, and Active Directory Synchronization features authenticate and reference your client’s contact information and their previous issue information, then synchronizes that data with your IT infrastructure.
• Reporting features provide graphic reports that display information like the average resolution times for customers, on the part of your technicians.
• Scheduling features allow technicians to schedule, plan and prioritize their tasks, events, requests or tickets as well as set reminders and response deadlines. This feature also allows administrators to track technicians’ availability. Lastly, calendars and schedules can be privatized for the individual, or integrated within groups.
• Incident, Problem, or Request Management allows for: Problem reporting, SLA configuration, ticket dispatch and workflow automation, in order to streamline problem resolution processes.
• Automated Password Reset feature generates a new password when your client forgets or compromises their previous one. The automation of this feature saves your support staff time by allowing your clients to create a new password autonomously.
• Customer Survey features measure your client and employee satisfaction ratings. Using this feature, companies can configure questions, and include voting, for new features or resources.
• Contract Management features gives your in-house managers the ability to monitor the expiration dates of contracts your company has with vendors or third parties, with automatic alerts.
• Mobile Integration devices allow your technician to solve problems while traveling or on the move from his or her phone.
• Remote Control Access allows your technicians to access and interact with the customer’s desktop/operating system in order to assist them.
• Self Service Portal require clients using your company’s help desk to login and submit service request. Requiring a self-service module lessens the help desk burden by allowing clients to track the status of their requests or self-solve their issues using the FAQs or knowledge base functionality.
• Billing and Invoicing allows your company’s help desk to generate instant quotes and share them with the client. The feature also gives your help desk the ability to track invoices and billing status in real time with reporting options.
• Asset Management functionality gives your company the ability to manage your help desk staff, their hardware and their software in order to maintain and monitor standard policies for software use and license compliance.
• Multi-Site Support allows your helpdesk to configure any client’s website, according to their unique working procedure, while maintain complete control and visibility.
• Change Management gives your help desk the ability to streamline the addition or removal of certain ‘configurable items’. Quality change management features have minimal disruption of services.
• Rules or Workflows automatically categorize, assign and classify problems, or tickets, based on preset criteria.

The various support requests that help desk technicians can track and manage. For example:

• Email Tracking. A system that manages emails has email integration features like responding to tickets via email.
• Self-Service. A system that offers a self-service portal allows your clients to autonomously login and submit requests; this capability allows your help desk staff to resolve issues timely and personally.
• Phone Functionality. Help desk software that supports phone requests can integrate with call center management software.

The help desk software is hosted in one of three ways: The software can be deployed or hosted online (Software as a Service), over a network by a vendor, or you can purchase a license for the software to be hosted on your server.