Service Desk Software

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Service Desk Software: An Overview

As technology advances, the need for efficient customer support and issue resolution grows ever more important for businesses. Service desk software helps companies manage their IT service desk and customer service tasks. In this article, we will explore who uses the software, benefits, features, and 5 examples of relevant software products.

Who Uses Service Desk Software?

Service desk software is used by businesses of all sizes that provide customer service and support. IT companies, healthcare providers, educational institutions, and e-commerce businesses are among the industries that benefit from service desk software. It is also popular among government agencies and non-profit organizations.

Benefits of Service Desk Software

Service desk software brings several benefits to businesses, including:

  • Improved customer satisfaction through fast and effective issue resolution.
  • Improved team collaboration and communication.
  • Reduced operational costs through automation and self-service features.
  • Streamlined ticket management system that helps IT teams prioritize and resolve issues quickly.
  • Enhanced visibility into IT operations through detailed reports and analytics.

Features of Service Desk Software

Service desk software is packed with several functionalities that support the IT support team’s workflow and help agents and customers easily resolve issues. Some of the features that every service desk software should have include:

  • Ticket management
  • Calls and contact management
  • Service level management
  • Self-service portal
  • Asset management
  • Knowledgebase
  • Automations
  • Reporting and analytics
  • Social media integration
  • Mobile access
  • Security and access control
  • Multi-channeled ticket inputs

5 Examples of Relevant Service Desk Software and Their Features

Freshdesk (

One of the most popular service desk software options is Freshdesk, which is known for its easy-to-use and intuitive interface. Its features include a ticket management system, multi-channel support, a self-service portal, and customizable reports. Freshdesk also has an integrated knowledge base, automation, and mobile support for iOS and Android devices. The software also has security measures to protect data and keep sensitive information safe.

Samanage (

Samanage is a cloud-based IT service desk and asset management software that provides useful capabilities like issue tracking, self-service portals, and reporting. Its asset management feature allows IT teams to track the hardware and software inventory, along with licensing information, while its service catalog feature lets managers design and offer IT services to their employees. Samanage also offers mobile access, customizable workflows, and a customer satisfaction survey to solicit continuous feedback from customers.

ServiceNow (

ServiceNow is a cloud-based service desk management software that enables companies to streamline their IT support and other business services. It has an incredible range of features, including change and release management, incident management, asset management, and problem management. ServiceNow’s service catalog includes an automated fulfillment process with request management that lets users manage their service orders online, while the software’s advanced workflows, analytics, and reporting functionalities provide added insights into IT operations. ServiceNow can also integrate with various third-party tools for analytics and reporting capabilities.

JIRA Service Desk (

JIRA Service Desk, designed by software development company Atlassian, is an intuitive, collaborative, and powerful service desk software built for IT teams. The software features incident management, task automation, ITSM compliance, and integration with various other tools. It has customizable workflows that enable customers to create unique workflows with detailed automation to streamline business operations. The software’s multidimensional reporting and analytics capabilities provide teams with a deeper insight into their service operations.

Zoho Desk (

Zoho Desk is a cloud-based support software for IT teams to manage customer support and communication channels. It has a host of features bundled together, from ticketing to customer self-service tools, and agent productivity tools. Zoho Desk offers advanced ticket management, live chat with website visitors, and social media integrations for various channels. The software also has an AI-powered chatbot that offers customers self-service options for fast and efficient issue resolution. Zoho Desk’s robust reporting and analytics lets IT teams track response time and helps IT leaders to identify pain points and areas for improvement.

Drawbacks and Limitations of Service Desk Software

Despite its advantages, service desk software can come with some drawbacks and limitations. For instance, some software may lack certain features or might require extensive implementation and setup time. Additionally, some customers might prefer human interaction to automated communication, so it’s important to balance automation with personal touch.


Service Desk software is an essential tool for IT teams to provide top-notch customer service and efficient issue resolution. By leveraging ticket management, asset management, problem tracking, and customer self-service portals, businesses can streamline their IT operations and enhance overall customer satisfaction. Choosing the right software can be overwhelming, but with a thorough understanding of the features, benefits, and limitations of available options, businesses can select a suitable option for their unique needs.