Enterprise Service Desk Pricing, Features, Reviews & Comparison of Alternatives

Enterprise Service Desk

ITIL-based incident, service and change management solution

4.0/5 (1 review)

Enterprise Service Desk overview

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.


Starting from
Pricing options
Value for money
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Business size



United States

Supported languages

Enterprise Service Desk screenshot: The best value service desk software for any size organizationChangeGear Self-Service User Experience - MeritideEnterprise Service Desk screenshot: Personal technician workspace to customize views, reports, and workEnterprise Service Desk screenshot: Provide all stakeholders real-time visibility into service managementEnterprise Service Desk screenshot: Create business services, discover and map dependencies, audit-readyEnterprise Service Desk screenshot: ITIL-based processes to implement ITSM best practices quicklyEnterprise Service Desk screenshot: Incident UI showing Service Request tabEnterprise Service Desk screenshot: Admin dashboard view plus multiple views including self-service portalChangeGear Change Manager - CAB Notes, Change Calendar - Meritide

Enterprise Service Desk reviews

Very good

Value for money
Ease of use
Customer support
David F

Change Gear

Reviewed 2016-06-30
Review Source: Capterra

Friendly with awesome support. Cheaper product compared to the big boys like Remedy. Hope to work with them further in the future.

Read the full review

Enterprise Service Desk pricing

Starting from
Pricing options
Free trial
View Pricing Plans

Help Desk & Change Management editions < $30 per user, per month
Enterprise Service Desk < $70 per user, per month

(All based on 5-year software total cost of ownership model)

Enterprise Service Desk features

Email Integration
Knowledge Base
Social Media Integration
Surveys & Feedback
Ticket Management

API (166 other apps)
Activity Dashboard (81 other apps)
Automatic Notifications (81 other apps)
CRM Integration (72 other apps)
Chat (162 other apps)
Contact History (70 other apps)
Customizable Branding (73 other apps)
Instant Messaging (84 other apps)
Monitoring (80 other apps)
Multi-Channel Communication (72 other apps)
Prioritizing (61 other apps)
Real Time Monitoring (58 other apps)
Reporting & Statistics (93 other apps)
Third Party Integration (97 other apps)
Workflow Management (65 other apps)

Additional information for Enterprise Service Desk

Key features of Enterprise Service Desk

  • Live Chat
  • Contract Management
  • Inbox / Queue Management
  • Known Issue Management
  • Document Management
  • Self Service Portal
  • Automated Routing
  • Service Desk (ITIL / ITSM)
  • Multiple Brands / Products
  • Receive or send alerts and notifications
  • Features to support the billing and invoicing of services
  • Maintain customer data and service support records
  • Email and live chat integration
  • Log, track, manage and respond to reported incidents
  • Answer service questions with Knowledge Base documentation
  • Social media options provide additional support channels
  • Gather service support data via survey and feedback tools
  • Help desk ticket management plus VIP ticketing
  • Personalized, role-based dashboards with data widgets
View All Features


Meritide’s Enterprise Service Desk is an integrated ITIL-based help desk platform spanning incident and service management, plus change requests handling.

The scalable platform offers flexible deployment within the cloud or installed on-premise, promising quick technical setup without additional specialist developer or IT support.

Enterprise Service Desk covers the core ITIL processes for managing help desk incidents, problems, changes, service requests, releases, knowledge provision, assets, configuration and more.

Tiered subscription pricing caters for organizations of all sizes, based on per user per month, while end user amounts can be unlimited at no extra cost.

Public self-service portals and role-based admin dashboards promise to keep support delivery and the easy visualization of help desk performance via data summary widgets.