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Help Desk Software with Audit Trail

Last updated: February 2025

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Key Features of Help Desk Software

Based on GetApp's analysis of 3706 verified reviews collected between July, 2021 and August, 2024

  • Ticket Management: Reviewers value the ability to create, assign, and track tickets, customize views, and automate workflows to efficiently manage customer inquiries. 94% of reviewers rated this feature as important or highly important.
  • Support Ticket Management: Users highlight the importance of tracking, prioritizing, and resolving support tickets with customizable workflows and efficient handling of customer inquiries. 94% of reviewers rated this feature as important or highly important.
  • Real-Time Notifications: Users appreciate receiving instant alerts and updates on ticket activity, improving response times and keeping teams informed. 89% of reviewers rated this feature as important or highly important.
  • Email Management: Reviewers find it useful to manage all email inquiries from a single platform, with features like automated ticket creation and customizable email templates. 86% of reviewers rated this feature as important or highly important.
  • Alerts/Escalation: Users emphasize the importance of timely alerts and escalation protocols to ensure urgent issues are addressed promptly and efficiently. 84% of reviewers rated this feature as important or highly important.
  • Remote Access/Control: Reviewers highlight the convenience of remotely accessing and controlling customer systems to quickly resolve issues and provide real-time support. 82% of reviewers rated this feature as important or highly important.
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76 software options

SysAid logo
Category Leaders

The most advanced AI-powered ITSM platform in the market

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SysAid is the most advanced AI-Powered IT Service Management platform in the market. By placing AI front and center in the organization's service delivery, SysAid guarantees enhanced employee satisfaction and a significantly reduced MTTR, all while boosting both productivity and efficiency.

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Zendesk Suite logo

Service-first CRM company that builds support & sales tools

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Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success, and keeps your business in sync. Reach customers on any channel and equip your agents with a full history of all interactions, including those tracked from various app integrations.

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LiveAgent logo
Category Leaders

Web-based help desk so customer service agents

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LiveAgent is a web-based help desk solution with AI features, managing support tickets from channels like email, VoIP, live chat, and social media.

Start with a 30-day free trial, no credit card or contracts needed.

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JIRA Service Management logo

The only ITSM solution built on the Jira platform

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Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution built on the popular Jira platform that unlocks high-velocity teams. Empowered teams can deliver great, coordinated service experiences, without the complexity of traditional ITSM.

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ConnectWise PSA logo

A PSA Tool Designed To Run Your As-a-Service Business

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ConnectWise PSA (formerly ConnectWise Manage) is a business management platform designed to run your technology solution business, connecting everything to allow for superior service delivery, know your business better, discover full-visibility billing, and handle handoffs without hiccups.

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Zoho Desk logo

Customer service software for businesses of all sizes

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Zoho Desk, Zoho's flagship web-based customer service software, helps businesses of all sizes and types deliver superior customer service without spending a fortune.

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NinjaOne logo

Automate the hardest parts of IT with NinjaOne

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NinjaOne simplifies IT management with powerful automation, empowering over 20,000 IT teams to enhance productivity, security, and control. From endpoint and patch management to remote access and backups, NinjaOne offers a user-friendly, scalable solution for modern IT challenges.

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Freshservice logo

A complete IT service management (ITSM) tool for business

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Freshservice is an online ITIL service desk with ticketing & asset management capabilities, and incident, problem, change, release & knowledge management tools

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TOPdesk logo

The service management platform that makes service happen

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TOPdesk is a service management platform for busy IT service teams that want to get things done. Packed with features and templates for processes like Incident Management, Asset Management and Change Management, TOPdesk is ready to use and quick to personalize. Our in-house experts are here to help.

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BOSSDesk logo
Category Leaders

BOSSDesk a FrontRunner in Help Desk Software

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BOSSDesk is an integrated ITIL Service Desk/Help Desk and IT Asset Management solution available for both Cloud and On-Premise. BOSSDesk has been highly ranked by customers for providing an affordable solution, great user experience, wide range of features, and excellent US based customer support.

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Issuetrak logo
Category Leaders

Ticketing system to streamline help desk operations

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Issuetrak is a ticketing system software that offers a range of features for help desks, workflow/task management, customer service, and complaint support. With its omnichannel ticket submission, issue hub, round-robin issue assignment, and knowledge base capabilities, Issuetrak helps organizations streamline their support processes and improve customer satisfaction.

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Supportbench logo
Category Leaders

Supportbench: AI-Powered Enterprise Support Mastery

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Supportbench revolutionizes customer support with AI-driven features. Seamlessly manage tickets, utilize dynamic SLAs, and engage users with ChatGPT bots. Deliver unmatched value and personalized experiences, making support teams the heroes of their organizations.

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BeyondTrust Remote Support logo

Secure remote access software

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BeyondTrust Remote Support enables help desk teams to quickly and securely access and fix any remote device, running any platform, located anywhere in the world through one solution.

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ISL Light logo

Remote support software & unattended remote access

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ISL Online is a cross-platform remote support software which allows users to access and control computers and mobile devices from afar, in order to provide fast technical support to users. Access attended or unattended computers (Windows, Mac or Linux) in seconds from any computer or mobile device.

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Salesforce Service Cloud logo

Customer Service & Field Service Management Solutions

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Engage with your customers when and where they are. Deliver service across every channel, over any device. Empower your customers with communities. Track key contact center metrics in real-time. And enable every employee to deliver outstanding service at every point of interaction.

Read more about Salesforce Service Cloud

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Bitrix24 logo

100% free CRM, collaboration, and communication tool suite

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Bitrix24 is a free cloud and open source collaboration platform providing CRM, document management, tasking, time management, and project management tools. Over 12 million companies rely on Bitrix24 in 186 countries.

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Atera logo
Category Leaders

The all-in-one IT management platform, powered by Action AI

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Atera is the all-in-one IT management platform that combines RMM, Helpdesk, and ticketing with AI to boost organizational efficiency at scale.

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Front logo

AI-enabled customer service platform for collaboration

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Front is a customer operations platform that enables support, sales, and account management teams to deliver exceptional service at scale. Front streamlines customer comms by combining the efficiency of a help desk and the familiarity of email, with automated workflows and real-time collaboration.

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kintone logo

Agile, No-code Business Application Platform

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Build business applications and database apps quickly and easily. No-coding required.

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ACMP Suite logo

Keep clients running!

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In a world full of unpredictability, choosing the right partner is crucial. We are your guide on the path to greater simplicity and efficiency. ACMP offers modular and scalable solutions for your specific challenges in the IT department.

Read more about ACMP Suite

Users also considered
ManageEngine ServiceDesk Plus logo

Cloud IT Help Desk Software

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ManageEngine ServiceDesk Plus is a help desk software and asset management tool for small, mid-size & large enterprises to manage and troubleshoot IT requests

Read more about ManageEngine ServiceDesk Plus

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Desk Manager logo

We orchestrate deals for great results

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We are a Brazilian company that offers an ESM platform on a global scale that facilitates operation and management.

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Vivantio logo

Flexible Software. Focused Service.

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Vivantio is a leading provider of service management software for both internal- and external-facing teams. Centralize your service operations across IT, HR, GRC, Facilities, Finance, Legal and B2B Customer Support.

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Giva logo

Cloud based help desk software for businesses of all sizes

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Giva is a cloud-based, HIPAA compliant ITIL help desk software for any size organization. Highly customizable, but easy to deploy and accessible via mobile, tablet and desktop, eHelpDesk provides features for measuring customer satisfaction, responsiveness and team productivity.

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Admin By Request logo

Local admin rights, managed.

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Admin By Request is a security solution that enables organizations to monitor and control local admin rights across their endpoints. The tool offers Just-In-Time elevation, anti-malware file scanning, temporary local admin accounts, and a full inventory and Auditlog.

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