September 23, 2023
ServiceDesk Plus

With greater than twenty years in enterprise, ManageEngine ServiceDesk Plus is likely one of the oldest IT assist desk software program platforms out out there. Although that doesn’t imply their platform is outdated, as their expertise out there has helped them form their assist desk into one thing that accommodates all kinds of enterprise operations regardless of how massive or how small.

However let’s begin on the very starting. ManageEngine’s ServiceDesk Plus is a service administration software program that mixes IT service administration and asset administration, in addition to CMDB with enterprise service administration capabilities

With Service Desk Plus MSP, you possibly can effectively report, monitor, handle, and keep IT companies for particular person clients or departments by creating separate accounts for every group, all from a single platform.

ServiceDesk IT help desk dashboard

ServiceDesk allows you to keep contacts, IT companies, and duties individually for every buyer’s group, so there is no such thing as a want to change between a number of tabs or scramble across the high quality shopper’s knowledge.

The customizable self-service portal means that you can view tickets and duties simply. The Scheduler helps to plan duties on a calendar view and keep on monitor utilizing well timed notifications.

Service Desk Plus gives separate modules for managing requests, accounts, issues, modifications, IT belongings, purchases, and contracts. However each module is linked to the others, so we don’t have to fret about knowledge silos.

You possibly can handle SLAs, operational hours, and automations for every group individually utilizing Service Desk Plus.

Each time an SLA is nearing a breach, IT technicians are notified. When a breach does happen, SLA escalations go into impact. These proactive and reactive SLAs assist make sure you at all times present high quality companies.

ServiceDesk IT help desk SLA rules

Easy automations enable groups to give attention to what actually issues, lowering dangers and downtime in clients’ IT environments. Enterprise guidelines assist to take management of duties, spend much less time on repetitive duties, set off automated notifications, and enhance the operational effectivity of the IT service supply group.

Service Desk Plus MSP can be built-in with a bunch of native and third-party functions that enable groups to regulate and perform all ITSM processes from one place. By integrating Service Desk Plus MSP with different accounting software program resembling Zoho Books, you possibly can export knowledge routinely, making invoicing a lot faster.

You can too preserve tabs on metrics and measure the service desk’s efficiency with superior analytics and clever reporting capabilities.

With Superior Stories, you’ll make higher enterprise selections and assist scale back the price of service supply, enhance profitability, and increase general buyer satisfaction.

The platform additionally gives IT challenge administration software program that allows you to create initiatives, monitor progress, handle assets, and combine initiatives with requests and modifications to fine-tune your IT service supply.

In essence, ServiceDesk Plus is an IT ticketing system trusted by over 100,000 IT service desks globally. It’s outfitted to trace and handle IT tickets successfully, resolve points promptly, and guarantee end-user satisfaction.

Getting began can also be straightforward. Merely obtain Service Desk Plus MSP and run it in your server. The configuration wizard will take you thru the steps to get your software up and operating very quickly.

It’s additionally value mentioning that customers discovered ManageEngine ServiceDesk Plus simpler to make use of and arrange however administration in each options was equally straightforward and most well-liked doing enterprise with ManageEngine ServiceDesk Plus MSP generally.


Atera is an all-in-one software program for managed service suppliers (MSPs) that mixes distant monitoring and administration, skilled companies automation, and distant management & help – all in a single platform.

Atera gives an AI helpdesk resolution particularly designed to allow IT departments’ routine duties. With its intuitive design and user-friendly options, Atera’s platform permits efficient communication with end-users by a reside chat characteristic, enabling seamless ticket administration.

Considered one of Atera’s standout options is its Clever Ticketing and Helpdesk Software program. This permits customers to streamline and automate their ticketing course of with only a few clicks. Mainly, tickets are routinely synced between the shopper buyer portal and the Atera consumer Interface enabling instantaneous communication.

Atera tickets

What’s additionally nice is that emails might be routinely configured to answer new and closed tickets. Customers may schedule tickets forward of time, handle technician schedules effectively, provoke tickets from electronic mail or chat, and routinely ship buyer suggestions surveys upon decision of tickets.

However what actually makes Atera stands out from different IT assist desk options is its AI Ticket Tagging characteristic. This permits computerized categorization of incoming tickets by particular key phrases, directing all requests to the IT skilled who can then present probably the most environment friendly and efficient help.

Atera ticket automation

One other key providing from Atera is its Automated Stories. These complete reviews and analytics allow IT departments to showcase their every day accomplishments successfully. Somewhat than losing time on complicated report technology, groups can give attention to offering proactive help to their customers.

A few of the precious insights from these reviews embody:

  • Person satisfaction metrics
  • Complete tickets resolved
  • Common ticket period
  • And extra


Lastly, Atera gives a strong information base that permits customers to create and keep a central repository of important articles, info, suggestions, and methods, and all that great things. Your group can simply add informational articles tailor-made to customers’ wants, tutorials, video content material for onboarding or help, and a repository of documentation.

In conclusion, Atera stands out as a helpdesk resolution with its user-centric design, clever automation, insightful analytics, and complete information base, offering IT departments with an environment friendly and efficient software to handle their every day operations.


Freshservice is a intelligent piece of software program from the Freshworks household that places a shiny, new spin on IT assist desk instruments. This cloud-based software brings you a recent solution to cope with worker experiences, with its clever ticketing system and all-in-one service administration.

Although Freshservice guarantees a ready-to-use, end-to-end, consumer-grade expertise that lets workers work from wherever, anytime, it’s value remembering that the pliability it gives might not swimsuit each enterprise mannequin.

However one cool factor about Freshservice is the way it brings collectively all of your discovery and monitoring instruments below one roof. It’s acquired some integrations and workflows that pump up your ROI and general effectivity.

Freshservice measures buyer satisfaction with its built-in CSAT operate. You possibly can arrange reviews, tweak workflows, and supercharge your service desk primarily based on what your customers assume. It additionally has a singular service catalog that’s similar to an easy-to-use procuring cart for managing requests. It helps handle approvals and retains everybody up to date on the standing of particular service objects.

Freshservice can also be an ace at monitoring and alerting. It brings collectively alerts from completely different monitoring instruments onto a single display, providing you with a real-time well being test of your online business companies.

Freshservice is all about connecting with different enterprise apps with its Orchestration platform, and it doesn’t want any coding. It offers critical effectivity with full automation. Additionally, its analytics characteristic allows you to flip uncooked knowledge into helpful insights utilizing easy drag-and-drop widgets. The AI-powered “Ask Freddy” characteristic is sort of a mini assistant, serving to you shortly entry service desk metrics with easy questions.

With Freshservice’s cell app, you possibly can green-light processes, deal with incidents, and alter requests on the go. Its built-in barcode scanner is a nifty software for retaining monitor of belongings.

Lastly, the software program excels in sensible automation, offering the flexibility to create no-code or low-code workflows that improve agent productiveness. These workflows might be orchestrated utilizing third-party functions for repetitive and sophisticated duties.

Freshservice IT smart automations

To sum it up, Freshservice is designed to modernize the way in which you handle worker experiences, sporting options like clever ticketing, and a unified service administration expertise.

However needless to say whereas these options declare to extend effectivity and productiveness, resulting in happier workers, it’s important to think about in case your group will clearly profit from these developments, given the complexity that may include them.


GoTo Resolve is an all-in-one IT help software program designed for small and medium-sized companies to assist IT professionals streamline their assist desk processes. 

With GoTo Resolve, IT brokers and end-users have a number of choices to hunt and supply assist, making it straightforward for groups to work collectively. The software program gives versatile ticketing that may be custom-made to swimsuit the wants of your groups.

GoTo Resolve means that you can flip messaging apps resembling Microsoft Groups and Slack into assist hubs, streamlining the ticketing course of. 

You possibly can create, replace, and test the standing of tickets in a single place, making it straightforward for brokers and end-users to work off the identical software. 

Moreover, you’ve got the choice to submit tickets through electronic mail to a custom-made inbox and obtain notifications on ticket updates.

The software program gives an intuitive web-based console expertise for brokers, offering entry to a contemporary ticket queue, versatile ticket project and administration, and the flexibility to message workers and begin a distant session from the identical platform. 

In brief, GoTo Resolve is the subsequent chapter of GoToAssist combining the distant help software program clients grew to like with further IT administration performance clients had been requesting. 

If you’re searching for the closest parity to GoToAssist – a robust ad-hoc distant help resolution, GoTo Resolve’s Fundamental tier has you lined. It consists of the identical distant help options in addition to RMM and helpdesk. All for a similar value as GoToAssist.


SolarWinds Service Desk, beforehand often known as Samanage Service Platform is a complete platform, appropriate for medium to enterprise-level firms, combines the performance of a assist desk and IT service administration, guaranteeing your online business can reply to service requests swiftly and providing improved help.

On the core of SolarWinds Service Desk is the IT service administration software program, designed to inject effectivity and visibility into the companies your group requests and delivers.

SolarWinds has absolutely embraced the ability of SaaS multi-tenant platforms. This merely means inner service suppliers cannot solely streamline processes but in addition enhance productiveness throughout the board.

One level to notice about SolarWinds is its consumer interface, which guarantees an unmatched consumer expertise. It permits code-free customization, implying that clients may deploy a strong IT Service Administration resolution in a number of days. However the actuality of deployment may fluctuate relying on the complexity of your infrastructure.

SolarWinds additionally gives a self-service portal for submitting service tickets. This portal permits customers to seek for options utilizing the system’s configurable information base selling impartial problem-solving.

Aside from these instruments and options, Incident Monitoring and Asset Administration are different nice options that this IT Helpdesk Software program has to supply.

When evaluating SolarWinds Service Desk vs SolarWinds Net Assist Desk customers discovered SolarWinds Service Desk simpler to make use of, arrange, and do enterprise with SolarWinds Service Desk general.

IT Assist Desk vs Service Desk

The distinction between an IT assist desk and a service desk is extra nuanced than merely stating one offers assist whereas the opposite offers service. Every performs a singular function inside a company and, although they share similarities, their variations make them distinct entities.

An IT assist desk primarily focuses on addressing and rectifying fast IT points or incidents. The final word purpose of a assist desk is “first name decision,” which means it seeks to resolve issues swiftly, typically through the first interplay with the end-user

In distinction, a service desk doesn’t restrict itself to simply resolving IT points. Aside from troubleshooting, a service desk additionally manages service requests, together with these for brand spanking new companies, and responds to info inquiries. It’s devoted to enhancing the general high quality of companies to make sure they meet customers’ wants in a complete method.

Not like a assist desk, a service desk takes a strategic strategy, contemplating the broader enterprise context to handle the service administration course of successfully. It serves as a single level of contact between the service supplier and customers, thus fostering smoother communication and improved consumer expertise.

Whereas a assist desk might be both a separate entity or half of a bigger service desk operation to enhance general customer support, it primarily performs a tactical function, attending to day-to-day consumer wants. The service desk, alternatively, guided by ITIL (Info Know-how Infrastructure Library) practices, is seen as a key part in managing service operations, providing a broader and enhanced consumer expertise.

In abstract, whereas each a assist desk and a service desk play essential roles in IT help and repair administration, they every supply completely different scopes of help. The assistance desk is primarily involved with the swift and environment friendly decision of IT points, whereas a service desk gives a extra holistic strategy to IT service administration, dealing with quite a lot of consumer requests and striving to repeatedly enhance the standard and efficiency of the companies provided.

Selecting The Proper IT Assist Desk Software program

In conclusion, selecting one of the best IT assist desk software program is a big determination that may drastically affect the effectivity and effectiveness of your group’s IT help operations. The best resolution shouldn’t solely be capable of swiftly and precisely tackle the technical points confronted by end-users but in addition be user-friendly, scalable, and adaptable to the distinctive wants of your group.

The market is replete with varied assist desk software program choices, every with its personal strengths and options, resembling automation capabilities, strong ticket administration methods, and superior reporting instruments. Nonetheless, one of the best software program on your group is the one which seamlessly integrates together with your current methods, gives complete help and options that align with your online business processes, and offers worth for cash.

Furthermore, within the more and more digital panorama, the significance of wonderful customer support can’t be overstated. That means, your chosen assist desk software program ought to improve the consumer expertise, making it as streamlined and hassle-free as potential.

Keep in mind, the final word purpose of implementing a assist desk software program resolution is to spice up productiveness, streamline processes, and in the end, enhance the general consumer expertise. Therefore, it’s important to undertake thorough analysis, reap the benefits of trial intervals, and take into account suggestions from different customers in related industries earlier than making your determination.

Ultimately, the ‘greatest’ IT assist desk software program isn’t a one-size-fits-all proposition however fairly, the one that almost all successfully meets your particular wants and enterprise targets.