5 Service Desk Software Tools Designed To Help Your Business Prosper

5 Service Desk Software Tools Designed To Help Your Business Prosper

Selecting a decent service desk tool is a challenging task when it comes to improving an IT support and managing a flood of incoming inquiries in a more efficient way. The help desk software market is full of numerous vendors making ambitious statements about the performance and feature list of their products that will perfectly fit all the specific needs of any organization. Such a huge selection makes finding the right service desk solution even more difficult and time-consuming. Still, there are some key competencies that an ideal support desk platform must have:

  • Ticket management to receive, delegate, respond to, track and report on both IT service issues and customer inquiries;
  • Incident database to allow customer service reps to speed up case resolution time and reduce workload via an integrated historical knowledge database;
  • Real-time statistics and metrics to analyze all reported incidents from different angles;
  • Self-service portal to enable the customers get an answer to their questions at any time;
  • Social collaboration to let managers communicate with customers and resolve their problems across all channels.

Service desk software is a vital tool that can help any company not only manage tickets coming from multiple sources, but also develop strong relationships with customers and build loyalty in them that is a key to an enterprise’s profitability and competitiveness. Here are 5 solutions that are designed to drive any business to the next level.

Bpm’online service

Bpm’online service

Bpm’online service is a game-changing help desk tool helping companies provide customers with a top-class service experience. Bpm’online service offers out-of-the-box processes to handle customer inquiries and automate service activities and tasks, thus, enabling for the enhanced customer care. This online service desk solution serves as a single point of contact and makes it possible to establish personalized communication with everyclient, align customer interactions (online chat, emails, social media, phone calls) on a central platform, manage all customer cases coming from multiple channels in a single view and provide employees with a unified portal to ask questions, report on incidents and submit requests. The beauty of this bpm’online product is that it is available in two editions (Customer Center and Service Enterprise) and provides an unprecedentedly generous functionality that goes far beyond a mere ticketing system:

  • Business intelligence
  • Business process management and automation
  • Change management
  • Collaboration panel
  • Contact center
  • Customer portal
  • Customer relationship management
  • Knowledge database
  • Mobile application
  • Performance insights and stats
  • Release management
  • Service catalogue
  • SLA management
  • Surveys and feedback tools
  • System configuration
  • Third-party synchronization and integration
  • Ticket and issue management

CG Service Desk

CG Service Desk

An intelligent service desk tool CG Service Desk developed by Koho software is all about managing a complete lifecycle of IT and customer tickets. The program allows for automating repetitive ticket workflows what helps service teams ensure an easy and rapid request resolution, reduce downtime and, eventually, improve productivity. It can process both internal and external support inquiries and provide its users with convenient communication options. Also, this platform is highly scalable and capable of serving many IT department needs including:

  • Asset management
  • Automatic notifications and ticket dispatch
  • Change management
  • Custom reporting
  • Email commands
  • Incident management
  • Knowledge base
  • Problem management
  • Service catalogue
  • User survey



Good for the companies of any size, Freshservice is a tool that connects the dots between end users and IT service management. Powerful yet easy-to-use, this cloud-hosted ITIL solution provides service teams with everything they need to support customers across versatile channels.  By leveraging Freshservice, customer care professionals can track and manage all the organizational assets, create product portfolios and inventory lists, and automate everyday ticket operations like assigning, categorizing and prioritizing. The main highlights of this IT service desk package are:

  • Issue/change management
  • Event-triggered automatic notifications
  • Task management
  • Self-service portal
  • Asset management and discovery
  • Ticketing management
  • Surveys
  • Help desk automation
  • Service/product catalogue

Teamwork desk

Teamwork desk

Suitable for any industries, Teamwork desk is designed to help businesses build better relationships with customers and handle any support queries arisen via many channels. This web-based support desk solution allows for the complete inquiry management from the moment it is received until it is closed. Teamwork desk lets its users deal with the customers’ emails in a shareable and highly collaborative space, get insights into the consumers’ opinion, measure the service reps performance and automate ticketing. The program features solid functions:

  • Automatic notifications
  • Collaboration tools
  • Contact management
  • Customer support hub
  • Document management and sharing
  • Productivity leaderboard
  • Reporting and analytics
  • Task management



Committed to helping enterprises deliver service excellence, Vivantio service desk solution provides sophisticated tools to manage incidents, problems and changes allowing for an ideal customer support environment. The platform makes it possible to run a company’s help desk processes in a more efficient way, reduce the IT personnel workload and improve customer service. This service desk software can address both the inquiries of internal and external askers, automate helpdesk procedures and track all interactions with internal and external clients. The main attributes of Vivantio are:

  • Asset management
  • Incident/problem/change management
  • Integration
  • Knowledge base
  • Reporting
  • Self-service web portal
  • Ticket management and automation

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