15 best service desk software of 2025
A service desk helps IT and customer support teams deliver exceptional service. Compare service desk software options or opt for a free trial today.
A guide to the best service desk software
Last updated February 4, 2025
The last thing you need is for employees or customers to stumble over sluggish support systems. The best service desk software helps your team provide fast, easy, and personalized service to customers and employees alike. After all, when your service desk agents have the tools and resources they need, your business can run more efficiently.
To help you choose the right solution for your business, we’ve rounded up 15 service desk software options. Whether you're a fledgling startup or an established enterprise, our comprehensive breakdown is designed to streamline your decision-making process, ensuring you invest in a tool that's not just competent but transformative for your support operation.
More in this guide:
- What is service desk software?
- Service desk software comparison chart
- The 15 best service desk software
- Features of service desk software
- Benefits of service desk software
- How to choose the right service desk solution
- Frequently asked questions
- Try service desk software for free
What is service desk software?
Service desk software is a tool for support teams to organize, manage, and respond to questions and issues from customers, employees, partners, and more. A service desk has a broader scope than basic IT support teams, managing not only basic technical issues but also service requests, incidents, and overall IT service delivery.
Different service desks can expand upon the basic ticketing system in various ways with automation, knowledge base software, integrations, reporting and analytics software, and collaboration tools. Better yet, modern service desks leverage AI to lend agents a helping hand and even provide support without a human ever getting involved.
Service desk software comparison chart
Our service desk software comparison chart summarizes each vendor's starting price, key features, and free trials to help you pick the best fit for your business.
Software | Starting price | Free trial | Key features |
---|---|---|---|
Zendesk | $19 per agent/month (billed annually) | 14 days |
|
Help Scout | $50/month for 100 contacts (billed annually) | 15 days |
|
Jira Service Management | $700/year for 1-3 agents | 7 days |
|
Vision Helpdesk | $12 per agent/month (billed annually) | 30 days |
|
Salesforce Service Cloud | $25 per user/month | 30 days |
|
Hiver | $19 per user/month (billed annually) | 7 days |
|
Freshservice | $19 per agent/month (billed annually) | 14 days |
|
SysAid | Contact SysAid | Available |
|
ServiceNow IT Service Management | Contact ServiceNow | Unavailable |
|
Spiceworks Cloud Help Desk | Free | Not applicable |
|
GoTo Resolve | $23 per agent/month (billed annually) | 14 days |
|
SolarWinds Service Desk | $39 per technician/month (billed annually) | 30 days |
|
HubSpot Service Hub | $15 per seat/month (billed annually) | Unavailable |
|
HappyFox Helpdesk | $9 per agent/month (billed annually) | Unavailable |
|
ManageEngine ServiceDesk Plus | $13 per technician/month (billed annually) | 30 days |
|
The 15 best service desk software
Let’s take a look at these IT service desk tools and compare features, starting prices, and more. Plus, find out how to try the best one for free.
- Zendesk: Best for AI-powered CX
- Help Scout: Best for cross-team collaboration
- Jira Service Management: Best for IT and dev project tracking
- Vision Helpdesk: Best for even ticket distribution
- Salesforce Service Cloud: Best for enterprise-level CRM
- Hiver: Best for teams that live on Gmail
- Freshservice: Best for ITIL framework compliance
- SysAid: Best for asset management
- ServiceNow IT Service Management: Best for large-scale enterprise IT operations
- Spiceworks: Best for small teams with limited budgets
- GoTo Resolve: Best for remote support and troubleshooting
- SolarWinds Service Desk: Best for technical support teams with advanced reporting
- HubSpot Service Hub: Best for CRM Integration
- HappyFox: Best for customizable ticketing workflows
- ManageEngine ServiceDesk Plus: Best for secure ITSM
1. Zendesk
Best for: AI-powered CX
![A product image of the Zendesk AI-powered service desk software showing macros for a support request.](https://d1eipm3vz40hy0.cloudfront.net/images/AMER/zendesk-ticketing-system-optimized.png)
Zendesk provides AI-powered service desk software that’s fast to set up and easy to use, keeping costs low. It’s flexible and extendable to both IT and customer service use cases.
Zendesk AI is specifically pre-trained on IT and customer service ticket data, so you can use it out of the box—no technical resources required. Generative AI is built into agents’ workspaces to provide them with helpful insights to speed up resolution times, such as similar tickets, relevant macro suggestions, and ticket summaries. Plus, intelligent ticket routing ensures questions get sent to the right team. Meanwhile, Zendesk AI agents and AI-powered knowledge bases help keep ticket queues manageable because they resolve tickets autonomously and allow customers to self-serve.
The unified Zendesk Agent Workspace enables teams to see messages across all channels in one convenient place with a full 360-degree customer view, including live chat, email, and phone, or modern messaging channels like Slack, Microsoft Teams, and WhatsApp. Robust user profiles complete with key context ensure agents can personalize responses at scale.
Reporting and analytics tools offer real-time insights so teams can quickly adapt to changing needs. Zendesk adheres to widely recognized security and privacy frameworks, industry standards, and best practices to keep your data safe.
Finally, with more than 1,800 no-code apps and integrations in the Zendesk Marketplace, businesses can unify their tech stack and automate across systems.
Features:
- Omnichannel support
- AI and automations
- AI agents
- Knowledge base and help center
- Reporting and analytics
- 360-degree customer view
- Security and privacy
- 1,700+ integrations
- Service catalog
- Industry-leading ticketing system
Pros | Cons |
---|---|
|
What users are saying:
- “It is like an all-in-one tool to provide support.”
- “Zendesk is by far the best platform for customer support companies.”
- “Zendesk makes ticketing much simpler.”
Pricing: Plans start at $19 per agent/month, billed annually. A 14-day free trial is available.
Explore more Zendesk pricing plans.
Try the best service desk for free
See Zendesk in action to experience an AI-powered service desk solution that seamlessly integrates with their Agent Workspace.
2. Help Scout
Best for: Cross-team collaboration
![A product image of the Help Scout service desk software.](https://d1eipm3vz40hy0.cloudfront.net/images/AMER/help-scout-service-desk-software-product-image-optimized.jpg)
Help Scout is a service desk software solution used by IT and customer support teams. Help Scout’s features include multichannel support, allowing businesses to handle customer inquiries from different channels within the shared inbox for better cross-team collaboration. Users can also create prewritten responses for commonly asked questions to help agents respond to inquiries.
This service desk tool enables businesses to build and manage a knowledge base so customers can find solutions independently. Service desk tools like notes, mentions, and chat support communication among agents. Reporting and analytics tools assist in tracking metrics such as response times and resolution times.
Features:
- Omnichannel support
- AI and automations
- Security and privacy
- Shared inbox
- Service catalog
- Live chat software
- Agent collision detection
Pros | Cons |
---|---|
What users are saying:
- “Clear and intuitive platform for managing multiple inboxes within the team.”
- “There are always annoying and frustrating aspects around spacing, numbering, and bulleted lists in Help Scout docs.”
- “Helpscout is not the most extensive product. It feels like some reports are limited in the drill-down capacities.”
Pricing: Paid plans start at $50/month for 100 contacts, billed annually. A free plan and a 15-day free trial are available.
Learn more: Discover how Zendesk and Help Scout compare.
3. Jira Service Management
Best for: IT and dev project tracking
![A product image of the Jira Service Management service desk software.](https://d1eipm3vz40hy0.cloudfront.net/images/AMER/jira-service-management-software-product-image-optimized.jpg)
Jira Service Management is Atlassian’s cloud-based IT service desk software designed for project and service management in dev, IT, and other internal support teams. Features include conversational ticketing, automation, self-service, incident management, and native knowledge base integrations. However, a Confluence subscription is required to access the knowledge base integration.
More of Jira’s IT service management tools include customizable issue types and workflows and automation of tasks like ticket routing and escalations based on set SLAs. Jira Service Management offers agent collaboration tools, reporting and analytics, and third-party integrations. It also leverages Jira's security infrastructure for data protection.
Features:
- Omnichannel support
- AI and automations
- Security and privacy
- Service catalog
- Shared inbox
- APIs and SDKs
- Post-incident analysis
Pros | Cons |
---|---|
What users are saying:
Pricing: Paid plans start at $23.80 per agent/month. A free plan and a seven-day free trial are available.
Learn more: Discover how Jira integrates with Zendesk and how Zendesk and Jira compare.
4. Vision Helpdesk
Best for: Even ticket distribution
![A product image of the Vision Helpdesk service desk software.](https://d1eipm3vz40hy0.cloudfront.net/images/AMER/vision-helpdesk-service-desk-software-product-image-optimized.jpg)
Vision Helpdesk’s cloud-based service desk software allows service agents to plan, structure, and handle customer and IT support. The system is designed to automate service desk functions, including change, security, and service-level management. It also allows teams to automate ticket handling based on rule-based criteria.
The service desk software organizes tickets in a tree structure, enabling users to create custom views tailored to agent preferences. Vision Helpdesk users can set rules to manage different aspects of the service desk lifecycle. Businesses can also automate escalation rules to initiate specific actions, such as notifying managers or adjusting ticket priority. Ticket assignments can be automated using a round-robin method to distribute the workload among support agents evenly.
Features:
- Omnichannel support
- Security and privacy
- Service catalog
- Ticket management
- Asset management
- Shared inbox
- Alerts and notifications
Pros | Cons |
---|---|
What users are saying:
Pricing: Plans start at $12 per agent/month, billed annually. A 30-day free trial is available.
5. Salesforce Service Cloud
Best for: Enterprise-level CRM
![A product image of the Salesforce Service Cloud service desk software.](https://d1eipm3vz40hy0.cloudfront.net/images/AMER/salesforce-service-cloud-service-desk-software-product-image-optimized.jpg)
Salesforce Service Cloud is a service desk solution on the Salesforce CRM platform, focusing on IT support and customer service. Agents manage customer requests from various channels—such as phone, email, and social media—in a centralized workspace. The service desk uses Einstein, Salesforce's AI platform, to help Salesforce Service Cloud with case routing, sentiment analysis, and knowledge base suggestions.
However, new Salesforce users may find the service desk challenging to learn. Additionally, customizing workflows can be complex and may require additional dev resources to set up. For this reason, it could be easier for enterprises and more difficult for small businesses to implement.
Features:
- Omnichannel support
- AI and automations
- Security and privacy
- 1,500+ integrations
- Service catalog
- Process automations
- Community forums
Pros | Cons |
---|---|
What users are saying:
Pricing: Plans start at $25 per user/month. A 30-day free trial is available.
Learn more: Discover how Salesforce integrates with Zendesk and how Zendesk and Salesforce compare.
6. Hiver
Best for: Teams that live on Gmail
![A product image of the Hiver service desk software.](https://d1eipm3vz40hy0.cloudfront.net/images/AMER/hiver-service-desk-software-product-image-optimized.jpg)
Hiver is a service desk solution that integrates with Google Workspace and operates within the Gmail interface. This software allows teams to manage shared inboxes directly within Gmail. The service desk application offers a ticketing system, enabling users to convert emails into tasks and collaborate within email threads. While email is the main feature, Hiver can integrate with other channels (like live chat or chatbots) within Gmail. Automated workflows handle tasks such as ticket routing and follow-up emails.
Hiver’s service desk supports knowledge base integration, allowing agents to access and share articles with customers within email threads. Performance analytics track metrics like team performance and customer satisfaction. Hiver integrates with Google Workspace applications like Docs and Sheets, fostering a workflow for support teams. Hiver uses Google Workspace's security infrastructure for data security and compliance.
Features:
- Omnichannel support
- AI and automations
- Security and privacy
- Service catalog
- Email tracking
- Data collection
- Shared labels
Pros | Cons |
---|---|
What users are saying:
Pricing: Paid plans start at $19 per user/month, billed annually. A free plan and a seven-day free trial are available.
7. Freshservice
Best for: ITIL framework compliance
![A product image of the Freshservice service desk software.](https://d1eipm3vz40hy0.cloudfront.net/images/AMER/freshservice-service-desk-software-product-image-optimized.jpg)
Freshworks offers a service desk called Freshservice, which assists teams in managing and resolving IT and customer requests. The service desk provides a shared inbox and enables teams to tag and collaborate on IT tickets. Freshservice’s features include task automation, such as outbound ticket notifications, status updates, and hourly scans for action items. The platform supports native apps and integrates with third-party tools. It’s also ITIL-compliant and offers related processes like problem and change management.
However, Freshservice's multichannel solution offers only a basic (and buggy) ticketing system, with separate interfaces for each product. This disconnected agent experience—plus basic reporting capabilities and unreliable integrations—can result in businesses quickly outgrowing the platform.
Features:
- Omnichannel support
- AI and automations
- Security and privacy
- 1,500+ integrations
- Service catalog
- Incident management
- Self-service portal
Pros | Cons |
---|---|
What users are saying:
Pricing: Plans start at $19 per agent/month, billed annually. A 14-day free trial is available.
Learn more: Discover how Freshdesk integrates with Zendesk and how Zendesk and Freshdesk compare.
8. SysAid
Best for: Asset management
![A product image of the SysAid service desk software.](https://d1eipm3vz40hy0.cloudfront.net/images/AMER/sysaid-service-desk-software-product-image-optimized.jpg)
SysAid offers a service desk solution for small and large enterprises. The service desk application features a modular design, allowing businesses to choose functionalities as needed. It has an interface for both IT agents and end users. A feature called Copilot uses generative AI to automate tasks and personalize service experiences.
This service desk tool also features a ticketing system, asset management, a self-service portal, remote control, automation, patch management, CMDB, and reporting tools. The platform offers automations and customization options for workflows, too. SysAid integrates with third-party tools and provides data security with features like access control and encryption.
Features:
- Omnichannel support
- AI and automations
- Security and privacy
- Service catalog
- Change logs
- Asset and network dashboard
- Lightweight Directory Access Protocol (LDAP) integration
Pros | Cons |
---|---|
What users are saying:
Pricing: Contact SysAid. A free trial is available.
9. ServiceNow IT Service Management
Best for: Large-scale enterprise IT operations
![A product image of the ServiceNow IT Service Management service desk software.](https://d1eipm3vz40hy0.cloudfront.net/images/AMER/servicenow-it-service-management-software-product-image-optimized.jpg)
ServiceNow IT Service Management is an IT service delivery platform for businesses. It aligns with the ITIL framework and has integration capabilities to create a custom IT ecosystem for large enterprises as well as smaller ones.
Some of ServiceNow’s features include incident and problem management to minimize downtime and disruptions, change management for IT changes, and service request management for workflows. A self-service portal allows users to solve problems independently, while chatbots automate basic requests. Performance analytics offer insights into IT service performance, and capabilities include automation, machine learning, and mobile accessibility.
Features:
- Omnichannel support
- AI and automations
- Security and privacy
- Service catalog
- Request management
- Virtual agent
- Surveys and assessments
Pros | Cons |
---|---|
What users are saying:
Pricing: Contact ServiceNow.
Learn more: Discover how Zendesk and ServiceNow compare.
10. Spiceworks Cloud Help Desk
Best for: Small teams with limited budgets
![A product image of the Spiceworks service desk software.](https://d1eipm3vz40hy0.cloudfront.net/images/AMER/spiceworks-service-desk-software-product-image-optimized.jpg)
The Spiceworks Cloud Help Desk is free IT help desk software for small and medium-sized businesses and IT departments. Features include a ticketing system to manage user-submitted tickets, asset management to track IT assets, and a knowledge base.
This software also includes reporting and analytics tools to track metrics like ticket volume and resolution times. Community support offers an online forum for sharing best practices and getting help. Capabilities include on-premise or cloud deployment options.
Features:
- Omnichannel support
- Security and privacy
- Service catalog
- Remote support
- User portals
- Ticket management
Pros | Cons |
---|---|
|
What users are saying:
Pricing: Free
Learn more: Discover how Zendesk and Spiceworks compare.
11. GoTo Resolve
Best for: Remote support and troubleshooting
![A product image of the GoTo Resolve service desk software.](https://d1eipm3vz40hy0.cloudfront.net/images/AMER/goto-resolve-service-desk-software-product-image-optimized.jpg)
GoTo Resolve offers ITIL service desk software. When fully implemented, GoTo Resolve features a self-service portal where employees and customers can find the needed resources.
With GoTo Resolve’s service desk software, you can create and manage cases via email and automate workflows with custom rules. Plus, when things go wrong, GoTo Resolve’s configuration management gives agents remote visibility into people’s machines and locations to diagnose and solve problems.
Features:
- Omnichannel support
- AI and automations
- Security and privacy
- Service catalog
- Developer API
- Change management
- Incident management
Pros | Cons |
---|---|
What users are saying:
- “There are more steps involved in getting connected than there needs to be, but the steps are easy.”
Pricing: Paid plans start at $23 per month for 25 devices, billed annually. A free plan and a 14-day free trial are available.
Learn more: Discover how GoTo Resolve integrates with Zendesk.
12. SolarWinds Service Desk
Best for: Technical support teams with advanced reporting
![A product image of the SolarWinds Service Desk service desk software.](https://d1eipm3vz40hy0.cloudfront.net/images/AMER/solarwinds-service-desk-software-product-image-optimized.jpg)
SolarWinds Service Desk offers a cloud-based solution for ITSM to improve IT support and workflows. The service desk application aligns with the ITIL framework, providing approaches to incident, problem, change, and release management. It features asset management to track hardware, software, and IT assets. It also has service catalog management to define IT services for employees.
Some features include a ticketing system to capture and route requests, automation and workflows to automate tasks, and a self-service portal with a knowledge base for problem-solving. Reporting and analytics tools track metrics like resolution times and SLA adherence to measure performance. SolarWinds offers access control, encryption, and storage. The platform offers workflow customization and mobile accessibility for updates and support.
Features:
- Omnichannel support
- AI and automations
- Security and privacy
- Service catalog
- SLA support
- Email-to-ticket conversion
- Change management
Pros | Cons |
---|---|
What users are saying:
Pricing: Plans start at $39 per technician/month, billed annually. A 30-day free trial is available.
Learn more: See how SolarWinds Service Desk integrates with Zendesk.
13. HubSpot Service Hub
Best for: CRM Integration
![A product image of the HubSpot Service Hub service desk software.](https://d1eipm3vz40hy0.cloudfront.net/images/AMER/hubspot-service-hub-service-desk-software-product-image-optimized.jpg)
HubSpot Service Hub is part of HubSpot's CRM platform, focusing on customer service. It features conversational ticketing using a shared inbox so agents can manage interactions from various channels. The platform integrates with the CRM to provide agents with customer context, such as interactions and purchase history.
Key features include help desk automation for tasks, knowledge base functionality to create helpful resources, and customer feedback tools to gather insights. Reporting and analytics allow users to track customer satisfaction and agent performance metrics. Service Hub capabilities include integration with other HubSpot products and security features.
Features:
- Omnichannel support
- AI and automations
- Security and privacy
- 1,500+ integrations
- Service catalog
- Shared inbox
- Knowledge base functionality
- Custom surveys
Pros | Cons |
---|---|
What users are saying:
Pricing: Paid plans start at $15 per seat/month, billed annually. A free plan with limited features is available.
Learn more: Discover how HubSpot integrates with Zendesk and how Zendesk and HubSpot compare.
14. HappyFox Helpdesk
Best for: Customizable ticketing workflows
![A product image of the HappyFox service desk software.](https://d1eipm3vz40hy0.cloudfront.net/images/AMER/happyfox-service-desk-software-product-image-optimized.jpg)
HappyFox Helpdesk is a service desk designed for customer support teams. It includes a ticketing system and shared inbox that captures requests from email, voice calls, live chat, messaging apps, social media, web forms, and other channels.
The platform provides self-service options through multilingual knowledge bases accessible by internal teams (like IT and HR) and customers. Customizable ticket workflows help manage large volumes of tickets without additional resources. Additionally, HappyFox offers a customer contact portal that enables customers to create tickets.
Features:
- Omnichannel support
- AI and automations
- Security and privacy
- Service catalog
- Agent collision detection
- Custom ticket forms
- Private notes for collaboration
Pros | Cons |
---|---|
What users are saying:
Pricing: Plans start at $24 per agent/month, billed annually. A free trial is only available for HappyFox Chat.
Learn more: See how HappyFox integrates with Zendesk with Workflows and Chat.
15. ManageEngine ServiceDesk Plus
Best for: Secure ITSM
![A product image of the ManageEngine ServiceDesk Plus software.](https://d1eipm3vz40hy0.cloudfront.net/images/AMER/manageengine-servicedesk-plus-service-desk-software-product-image-optimized.jpg)
ManageEngine ServiceDesk Plus is an IT service desk platform from Zoho. Its on-premises and cloud-based IT services management system can help IT support teams with IT service management and IT asset management. It features a ticketing system, a configuration management database (CMDB), and issue reporting through email, web portals, or mobile apps.
Automation capabilities handle routine tasks, while the self-service portal allows users to find solutions through a knowledge base. The software offers remote control for troubleshooting, reporting and analytics for tracking metrics, and security features with access control and encryption.
Features:
- Omnichannel support
- AI and automations
- Security and privacy
- Service catalog
- Agent ratings
- Email-to-ticket conversion
- Change management
Pros | Cons |
---|---|
What users are saying:
Pricing: Plans start at $13 per technician/month, billed annually. A 30-day free trial is available.
Learn more: Discover how ManageEngine’s parent, Zoho, compares with Zendesk.
Features of service desk software
![The five main features that a service desk software should offer.](https://d1eipm3vz40hy0.cloudfront.net/images/AMER/service-desk-software-features-optimized.png)
Service desk software is essential for streamlining customer support, ITSM, and internal communications. Before making a choice, consider these top features.
AI agents
AI agents are transforming customer support, offering instant, accurate, and empathetic responses to customer inquiries. These intelligent bots analyze customer sentiment, intent, and language to provide the most personalized support possible. They also provide 24/7 support for companies with customers in multiple countries or time zones.
Ticketing system
A robust ticketing system is like the central nervous system of a great service desk software, tracking and managing customer and employee support requests from submission to resolution. By creating a structured workflow that captures essential ticket details, prioritizes issues, assigns them to the most appropriate team members, and maintains a comprehensive interaction history, ticketing systems ensure no request falls through the cracks.
Self-service portal
Self-service portals empower users to find solutions independently, reducing the volume of routine support requests—whether for customer self-service, employee self-service, or ideally both. This ends up enabling support teams to focus on more complex cases. Self-service might include knowledge bases, FAQ pages, troubleshooting guides, and community forums that allow users to search for answers and ask questions.
Automation
Automation in service desk software eliminates repetitive manual tasks and streamlines workflow processes. It involves rule-based triggers, automated ticket routing, escalation protocols, and more to guide users through the next steps. At the same time, automation drastically reduces response times and ensures critical issues receive immediate attention.
Reporting and analytics
Your service desk software needs reporting and analytics features to transform raw data into actionable business insights. Reporting tools help capture key metrics like response times, resolution rates, and customer satisfaction (CSAT). This enables business leaders to monitor overall support quality and confidently make data-driven decisions to continuously improve it over time.
Benefits of service desk software
![The four main benefits of adopting a leading service desk tool.](https://d1eipm3vz40hy0.cloudfront.net/images/AMER/service-desk-software-benefits-optimized.png)
Many of the benefits of the best service desk software focus on creating excellent customer and employee experiences because this can help you build better relationships with your buyers and workforce. Here are a few.
Provides personalized support
IT service desk software centralizes support conversations across channels. This provides agents with profiles containing key customer and employee context—such as their support issue history, role, team, and more—so they can personalize requests. To boot, service desk software with AI can provide valuable insights like sentiment and intent so the agent can better tailor recommendations.
Scales your support operations
A service desk with AI-powered support tools—like bots, AI-powered insights, and intelligent routing—enables you to serve more customers faster and with fewer resources. This helps your support teams meet growing support volumes.
Teams still using a shared inbox don't have the capabilities to scale their operations. However, a service desk makes it seamless to track and manage higher request volumes from multiple channels with a ticketing system tool. It also automatically assigns tags, labels, or categories to tickets based on predefined rules, ensuring tickets are accurately classified and easily searchable.
Boosts agent productivity
Service desks help agents work more efficiently by automating low-value, time-consuming tasks. For example, service desk solutions with AI chatbots use machine learning and conversational AI to respond to support requests without an agent ever getting involved. Plus, the bots are always on, delivering around-the-clock support.
The best service desk software also includes an internal knowledge base tool and a self-service portal. Effective self-service resources empower customers and employees to resolve issues independently. This reduces ticket volume for your service desk teams and makes the support queue more manageable.
Reduces operational costs
One of the key functionalities of service desk software is streamlining support processes to increase efficiency. This helps trim operational costs by minimizing the time and resources traditionally required to manage support requests.
Automated omnichannel ticket routing and self-service portals mean support staff need to field fewer inquiries, giving them more time to deal with important business initiatives. Other features like reporting and analytics tools help pull back the curtain to reveal recurring issues, workflow bottlenecks, customer frustrations, and more. Then, support teams can correct these issues to avoid future problems and reduce costs.
How to choose the right service desk solution
![Judge a service desk’s ease of use, security, AI, and scalability before making a choice.](https://d1eipm3vz40hy0.cloudfront.net/images/AMER/how-to-choose-service-desk-software-optimized.png)
The right service desk gives your customer service and internal support teams the tools they need to provide high-quality support experiences.
- Ease of use: From the moment a user submits a support request to the point where an IT agent resolves it, a well-designed interface with intuitive features can streamline the process. For example, Zendesk provides a modern, easy-to-use service desk specifically designed to empower agents to deliver exceptional support.
- Security: The service desk solution should prioritize security and customer data privacy. To ensure confidentiality and regulatory compliance, look for user authentication and access control features like single sign-on (SSO) services, data encryption, and secure data storage.
- AI and automation: Help desk automation and AI functionalities can significantly improve efficiency. You can automate repetitive tasks like password resets or basic troubleshooting, freeing up IT agents for more complex issues. Intelligent automation and AI-powered tools can help analyze trends, predict problems, and potentially resolve them before they impact users.
- Scalability and flexibility: As your company grows, your service desk solution should be able to handle an increasing number of users and requests without compromising performance. For example, Zendesk offers robust, no-code integrations, allowing you to quickly adapt your service desk to changing business needs and scale to multiple support use cases.
As with any support tool, consider the needs of your end users—both internal and external—to decide what service desk capabilities and features will be most effective.
Frequently asked questions
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The Salvation Army's IT team delivers scalable support with 99% CSAT
“With Zendesk Guide, everything we need is in one place—from an org chart to instructions for setting up a new donor in our system. Zendesk Support allows us to collaborate, report on our resolution time, and even suggest article to help people resolve issues faster.”
- Katina Durrent
Assistant Director of IT Support
Read customer storyTry service desk software for free
Zendesk enables businesses to deliver seamless omnichannel support over any channel, equipping agents with key details to personalize interactions at scale. Plus, it offers cutting-edge AI trained on billions of service interactions, so it’s ready to go out of the box. And it’s flexible, enabling teams to quickly adapt their service operations to the changing needs of the business.
Our service desk software is easy to use, so it doesn’t require extensive training or large teams of technical resources to set up. Agents can leverage AI to automate and streamline workflows to increase productivity and better manage growing ticket volumes.
Try it for free today to see how Zendesk can transform your IT support operations.
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