ITIL - Best Service Desk Software

The list below describes some of the most popular help desk software for your business. They cover all of the core help desk features such as incident management, ticketing, reporting and tracking.

Zendesk
Service Desk Vex

Zendesk is a saas-based customer support and help desk software product. It includes email ticket tracking, providing a customer self service portal, and general help desk reporting and tracking. Its an online tool with some really good features that help get your customers engages in your products and their continual improvement.

Zendesk comes with a customizable self-service portal that allows your customers to interact with each other through the online forums, building an online support community that will ultimately bring down your ticket volume.

The software has an intuitive interface for implementing your own workflow and business rules in all corners of the system, and comes pre-populated with business rules for most standard support operations.

Zendesk is your help desk back-end and hub for collecting customer conversations. We provide you with a state-of-the-art professional-grade help desk system for your support agents. Customize. Coordinate. Extend your good help desk karma

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Symantec - Service Desk 7

Symantec ServiceDesk is a powerful ITIL-based incident, problem, change, release, and knowledge management tool that improves availability and service levels while reducing costs. Based on best practice processes ServiceDesk is designed for fast implementation, easy integration, drag-and-drop customization and optimization of IT processes to deliver immediate benefits

Key Benefits
Reduce IT costs
Processes available out-of-the-box
Support for ITIL best practices
Fast and easy customization of forms, surveys and processes
No coding skills required
Puts process creation back in the hands of process owners
Decrease IT time spent on manual time consuming tasks
Allow IT to do more with less
Easily integrate with existing systems and tools
ServiceDesk can leverage IT Lifecycle tools to troubleshoot, deploy, manage, or secure machines
Provides access to process data from third-party applications, such as Active Directory and SharePoint.

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ManageEngine - Service Desk Plus

ServiceDesk Plus is a web-based helpdesk software that helps you manage all your communications from a single point. It offers an integrated Request management (Trouble Ticketing), Asset management, Purchase order management, Contract Management, Self-Service Portal, and Knowledge Base. ServiceDesk Plus packs all the modules at an affordable price.

Features
Self-service portal to enable login for users to submit their trouble tickets
Web-based knowledge-base system for users and technicians to search and add the troubleshooting docs
NMS Integration to integrate with Network Monitoring Software for tracking events and network failures
Service Level Agreements to set escalation levels for the SLA violations
Multi-site functionality to manage requests, assets and technicians separately for different sites in your organization
Email Integration to handle all the help desk emails sent by the users
Notification alerts via email or sms, to inform users or technicians for request handling
Request scheduling to manage and track the preventive maintenance tasks
API integration to integrate your web-based help desk software with any third-party software
Active Directory integration to enable user authentication with single sign-on functionality
Robo technician to automate the "reset password requests"
Request survey to know the technician competent level and user satisfaction level on request resolutions
Flash Reports to get a consolidated view on what is happening with your helpdesk
Help Desk Reports to schedule and review the reports based on Request-status, SLA-violation and many more from the list of default reports or to create your own custom reports

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LANDesk

LANDesk Service Desk combines ITIL-verified, process-driven incident, problem, and change and configuration management, in a single touch point.

Key features include:
A powerful process engine that facilitates standardization and enforcement of simple or complex processes that can be tailored to ensure the right people do the right job at the right time-every time
Service level functionality that delivers service level agreements using a rules-based matrix so the appropriate response or escalation action is automatically selected
A full-function configuration-management system that integrates with systems management tools
Knowledge-management capabilities that enable capture, creation, management, and prompting of relevant information as part of the normal workflow
Browser-based self-service that provides access to the service desk, FAQs, knowledge, logged incidents, service requests, and other communication
A flexible, configurable, multi-tenant architecture that's suitable for centralized or distributed service desk environments
Key data from dynamic dashboards can be configured and displayed for instant monitoring and reporting of relevant data

LANDesk Service Desk enables you to:
Simplify administration of call handling and decrease work hours required
Increase the efficiency and quality of problem solving
Understand the impact and risk of making service changes
Gain complete control over support levels and manage the IT lifecycle
Manage regulatory and best-practice compliance
Ensure visibility and understanding of service desk staff roles
Enhance IT decision-making abilities
Use process-driven approaches to ensure the right people make the right IT decisions
Extend value across the organization to non-IT functions such as HR and facilities

Download LANDesk