Enterprise Service Desk - 2025 Pricing, Features, Reviews & Alternatives

Enterprise Service Desk by Meritide is a cloud-based or on-premise help desk solution for businesses, organizations and administrations of all sizes. Built around the ITIL best practice framework, the software can be rapidly deployed and promises a codeless workflow automation that requires no developer-level administration. The subscription service pricing for Enterprise Service Desk, Help Desk and Change Management editions is tiered monthly and per user, although end user numbers are free and unlimited. Highly customizable, Enterprise Service Desk is designed to cater for ITIL processes spanning incident, problem, change and release management along with service request, asset and configuration, knowledge sharing plus service cataloguing.

Critical features for meeting these demands then include the serving of self-service portals, backed by intuitive role-based administrator dashboards. Queue, known issue and ticket management tools are assisted by automated routing, task linking and a choice of support communication channels. Gauge customer satisfaction with survey and feedback forms, social media integration, live chat or email, while escalations, notifications and alerts can all be setup to keep service stakeholders in the loop.