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Samanage   

475
IT Service Desk & Asset Management Software
Manage and prioritize service requests in one place with the Samanage Service Desk, and continuously improve how IT supports strategic business needs. Read more about Samanage
IT Service Desk & Asset Management Software
Manage and prioritize service requests in one place with the Samanage Service Desk, and continuously improve how IT supports strategic business needs. Read more about Samanage

ConnectWise Manage   

157
Business management platform for the IT industry
Our help desk software leverages a market-leading ticketing system, which allows technology providers to provide the best support to their customers! Read more about ConnectWise Manage
Business management platform for the IT industry
Our help desk software leverages a market-leading ticketing system, which allows technology providers to provide the best support to their customers! Read more about ConnectWise Manage

LogMeIn Rescue   

96
Remote support for helpdesks, call centers and organizations
LogMeIn Rescue is a powerful, easy-to-use remote support solution for PC’s, Mac’s, mobile devices, and more. Read more about LogMeIn Rescue
Remote support for helpdesks, call centers and organizations
LogMeIn Rescue is a powerful, easy-to-use remote support solution for PC’s, Mac’s, mobile devices, and more. Read more about LogMeIn Rescue

Jira Service Desk   

222
Simple service desk built on Jira
Jira Service Desk helps IT & support teams to automate ticket management, knowledge base creation, SLAs, case tracking, self-service, & reporting. Read more about Jira Service Desk
Simple service desk built on Jira
Jira Service Desk helps IT & support teams to automate ticket management, knowledge base creation, SLAs, case tracking, self-service, & reporting. Read more about Jira Service Desk

LiveAgent   

683
Great customer service starts with better help desk software
Great customer service starts with better Help Desk Software! Read more about LiveAgent

Alloy Navigator   

38
Award winning IT Asset Mgmt and Service Mgmt platform
Alloy Navigator is an all-inclusive IT Service and Asset Management solution that provides thoughtful answers to your toughest IT challenges. Read more about Alloy Navigator
Award winning IT Asset Mgmt and Service Mgmt platform
Alloy Navigator is an all-inclusive IT Service and Asset Management solution that provides thoughtful answers to your toughest IT challenges. Read more about Alloy Navigator

NinjaRMM   

54
Remote monitoring & management platform
NinjaRMM is a security-centric remote monitoring & management platform that enables the automation of IT infrastructure management & cloud network monitoring. Read more about NinjaRMM
Remote monitoring & management platform
NinjaRMM is a security-centric remote monitoring & management platform that enables the automation of IT infrastructure management & cloud network monitoring. Read more about NinjaRMM

Serviceaide   

22
Service desk & IT service management
ServiceAide is a service desk & service management solution for customer support and IT operations that helps improve response times and service efficiency. Read more about Serviceaide
Service desk & IT service management
ServiceAide is a service desk & service management solution for customer support and IT operations that helps improve response times and service efficiency. Read more about Serviceaide

LiveChat   

827
Premium Customer Service Software for Live Chat & Help Desk
Fully functional customer service platform with help desk, ticketing system and live chat software. Designed for engaging and supporting online visitors! Read more about LiveChat
Premium Customer Service Software for Live Chat & Help Desk
Fully functional customer service platform with help desk, ticketing system and live chat software. Designed for engaging and supporting online visitors! Read more about LiveChat

ChangeGear Service Desk   

46
Cloud based solution to track & control IT services
ChangeGear Service Desk is a cloud-based ITSM platform that helps organizations to manage IT services, resolve requests, and facilitate ticket routing. Read more about ChangeGear Service Desk
Cloud based solution to track & control IT services
ChangeGear Service Desk is a cloud-based ITSM platform that helps organizations to manage IT services, resolve requests, and facilitate ticket routing. Read more about ChangeGear Service Desk

ConnectWise Control   

1,284
Remote Support, Remote Meeting & Remote Access Software
Anytime, anywhere remote support from ConnectWise Control lets you remotely control devices and help your customers whether they’re around the corner or around the world. Read more about ConnectWise Control
Remote Support, Remote Meeting & Remote Access Software
Anytime, anywhere remote support from ConnectWise Control lets you remotely control devices and help your customers whether they’re around the corner or around the world. Read more about ConnectWise Control

VIZOR HelpDesk & Assets   

0
Your IT Assistant
VIZOR is a powerful system for delivering full IT asset management with integrated and optional asset management, helpdesk and software asset management. Read more about VIZOR HelpDesk & Assets
Your IT Assistant
VIZOR is a powerful system for delivering full IT asset management with integrated and optional asset management, helpdesk and software asset management. Read more about VIZOR HelpDesk & Assets

HarmonyPSA   

17
The next generation of professional services automation.
HarmonyPSA supports the entire business lifecycle, from lead generation to contract renewal. It is designed and built specifically for software and services businesses, automating business functions in a single platform available from the cloud on any device. Read more about HarmonyPSA Gain valuable insight With all the functionality you need in one place you’ll have the visibility to see what’s going on at the highest level and make more informed decisions. Increase billing With integrated time tracking systems and streamlined, automated billing you can bill more quickly and accurately. Contract management functionality eliminates revenue leakage and so improves profitability. Grow sales Convert more of your sales pipeline using our campaign management tools. Maintain and grow your existing customer base by providing exceptional customer service. Streamline operations Defined workflow processes will ensure that work gets done the way you want it to, every time, saving time and resources
The next generation of professional services automation.
HarmonyPSA supports the entire business lifecycle, from lead generation to contract renewal. It is designed and built specifically for software and services businesses, automating business functions in a single platform available from the cloud on any device. Read more about HarmonyPSA Gain valuable insight With all the functionality you need in one place you’ll have the visibility to see what’s going on at the highest level and make more informed decisions. Increase billing With integrated time tracking systems and streamlined, automated billing you can bill more quickly and accurately. Contract management functionality eliminates revenue leakage and so improves profitability. Grow sales Convert more of your sales pipeline using our campaign management tools. Maintain and grow your existing customer base by providing exceptional customer service. Streamline operations Defined workflow processes will ensure that work gets done the way you want it to, every time, saving time and resources

PC-Duo Remote Control  

0
PC-Duo: fast, secure and centrally managed remote control.
PC-Duo provides fast and reliable PC-to-PC remote control and remote access over LAN/WAN and internet connections. Read more about PC-Duo Remote Control
PC-Duo: fast, secure and centrally managed remote control.
PC-Duo provides fast and reliable PC-to-PC remote control and remote access over LAN/WAN and internet connections. Read more about PC-Duo Remote Control

BeyondTrust  

978
Secure remote access software
BeyondTrust Remote Support (formerly Bomgar Remote Support) is the industry's top solution for securely accessing and supporting any device or system, located anywhere in the world. Read more about BeyondTrust
Secure remote access software
BeyondTrust Remote Support (formerly Bomgar Remote Support) is the industry's top solution for securely accessing and supporting any device or system, located anywhere in the world. Read more about BeyondTrust

Kaseya VSA  

141
IT Systems Management Software
Manage all of IT from a single integrated console with Kaseya VSA. Includes automated discovery and management of hardware, software, and systems inventory. Read more about Kaseya VSA
IT Systems Management Software
Manage all of IT from a single integrated console with Kaseya VSA. Includes automated discovery and management of hardware, software, and systems inventory. Read more about Kaseya VSA

Vivantio Pro  

71
Flexible, Trusted, Reliable Service Desk Software
Vivantio combines incident, problem and change management, with ticketing, knowledge management, self service and asset management. Read more about Vivantio Pro
Flexible, Trusted, Reliable Service Desk Software
Vivantio combines incident, problem and change management, with ticketing, knowledge management, self service and asset management. Read more about Vivantio Pro

NABD System  

38
Omnichannel Customer support & Help Desk software-FREE PLAN
Simple, scablable and powerful omnichannel customer service solution for organizations committed to deliver highest level of service to its clients. Read more about NABD System
Omnichannel Customer support & Help Desk software-FREE PLAN
Simple, scablable and powerful omnichannel customer service solution for organizations committed to deliver highest level of service to its clients. Read more about NABD System

Deskpro  

26
Customer service software you can depend on
Helpdesk software you can depend on, with ticketing for email, live chat and voice. Available on cloud and on-premise. Read more about Deskpro
Customer service software you can depend on
Helpdesk software you can depend on, with ticketing for email, live chat and voice. Available on cloud and on-premise. Read more about Deskpro

4me  

14
SIAM and ITSM for multi-national organizations
ITRP provides IT service management in the cloud with free self service. ITRP covers all the core ITIL processes and makes it easy to maintain your service catalog. What makes ITRP unique is its ability to track not only the SLAs of the services you provide, but also the SLAs of the services you obtain from external service providers. Read more about 4me With ITRP you can stay in control of the cloud-based services you have sourced for your business end-users. You can even invite your outsourcers into ITRP so that you can work together securely and seamlessly. Start your 30-day free trial now and you'll be registering your first requests in a less than an hour. ITRP: Fast. Intuitive. Reliable.
SIAM and ITSM for multi-national organizations
ITRP provides IT service management in the cloud with free self service. ITRP covers all the core ITIL processes and makes it easy to maintain your service catalog. What makes ITRP unique is its ability to track not only the SLAs of the services you provide, but also the SLAs of the services you obtain from external service providers. Read more about 4me With ITRP you can stay in control of the cloud-based services you have sourced for your business end-users. You can even invite your outsourcers into ITRP so that you can work together securely and seamlessly. Start your 30-day free trial now and you'll be registering your first requests in a less than an hour. ITRP: Fast. Intuitive. Reliable.

BeAnywhere Support Express  

2
Get Live From the Cloud
BeAnywhere Support Express is an advanced Software-as-a-Service solution that allows comprehensive remote access to Microsoft® Windows® and Apple® Mac® computers in order to provide IT Support, as well as system management and monitoring. Its exclusive peer-to-peer technology allows the delivery of instant, on-demand remote support to any compute… Read more about BeAnywhere Support Expressr in the world, even through firewalls and complex networking configurations. Easily manage, maintain and control unattended systems, assisting several customers simultaneously to increase productivity.
Get Live From the Cloud
BeAnywhere Support Express is an advanced Software-as-a-Service solution that allows comprehensive remote access to Microsoft® Windows® and Apple® Mac® computers in order to provide IT Support, as well as system management and monitoring. Its exclusive peer-to-peer technology allows the delivery of instant, on-demand remote support to any compute… Read more about BeAnywhere Support Expressr in the world, even through firewalls and complex networking configurations. Easily manage, maintain and control unattended systems, assisting several customers simultaneously to increase productivity.

eStreamDesk Helpdesk  

1
Online helpdesk & knowledge base simplified
eStreamDesk automates help desk & ticketing activities with a workflow rules engine, email conversion, social media integration, localization & self service. Read more about eStreamDesk Helpdesk
Online helpdesk & knowledge base simplified
eStreamDesk automates help desk & ticketing activities with a workflow rules engine, email conversion, social media integration, localization & self service. Read more about eStreamDesk Helpdesk

Helpdesk Pilot  

0
IT help desk management software
Helpdesk Pilot is a customer support and IT help desk management software that combines email management, ticket management, issue tracking and reporting. The solution caters to both IT support and customer support departments across a range of industries, from education to technology. Read more about Helpdesk Pilot The ticket management features of the app allow you to categorize and filter incoming email requests, along with providing an end user self service ticket management interface.
IT help desk management software
Helpdesk Pilot is a customer support and IT help desk management software that combines email management, ticket management, issue tracking and reporting. The solution caters to both IT support and customer support departments across a range of industries, from education to technology. Read more about Helpdesk Pilot The ticket management features of the app allow you to categorize and filter incoming email requests, along with providing an end user self service ticket management interface.

NeuQs Free Helpdesk  

0
Web-based help desk and support application
Whether you are looking for a help desk solution to support your own company users, or are a support organisation looking after multiple companies with many sites, NeuQs Free Help Desk will ensure you deliver professional levels of service through timely management and high levels of feedback. Read more about NeuQs Free Helpdesk Developed in Microsoft Silverlight, to give you a truly engaging user experience and based on .Net technologies and using scalable SQL Server, it’s a robust and intuitive help desk that will improve your levels of service simply by working with it. It conforms to ITIL Standards, featuring rapid help desk ticket creation through intuitive forms, acceptance of new calls via email or user web form self-service. Updating calls to give a full audit trail and automatic emailing means that you know where you are with every event.
Web-based help desk and support application
Whether you are looking for a help desk solution to support your own company users, or are a support organisation looking after multiple companies with many sites, NeuQs Free Help Desk will ensure you deliver professional levels of service through timely management and high levels of feedback. Read more about NeuQs Free Helpdesk Developed in Microsoft Silverlight, to give you a truly engaging user experience and based on .Net technologies and using scalable SQL Server, it’s a robust and intuitive help desk that will improve your levels of service simply by working with it. It conforms to ITIL Standards, featuring rapid help desk ticket creation through intuitive forms, acceptance of new calls via email or user web form self-service. Updating calls to give a full audit trail and automatic emailing means that you know where you are with every event.

iTouchVision Case Management  

0
The most complete case management platform ever designed
Receive, prioritise, track, allocate and manage your cases in one location. Applicable for social care, health, insurance, legal and government.  Read more about iTouchVision Case Management
The most complete case management platform ever designed
Receive, prioritise, track, allocate and manage your cases in one location. Applicable for social care, health, insurance, legal and government.  Read more about iTouchVision Case Management
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Avg. User review

Help Desk & Ticketing Category Leaders Q1 2018

ArchivedThis ranking is not scheduled to be updated and is provided here for historical perspective

GetApp's quarterly ranking showcases the leading 10-15 Help Desk & Ticketing apps based in the cloud. Each app is scored using five factors, worth 20 points each, for a total possible score out of 100. These factors include user reviews, integrations, mobile app availability, functionality, and security. Each app's score is independent of commercial interests and existing relationships that GetApp has with app vendors.

Scroll down for more details about inclusion criteria and scoring.

Score
ReviewsIntegrationsMobileMediaSecurity
93
93
Reviews 16/20
Integrations 20/20
Mobile 18/20
Media 20/20
Security -/20
85
85
Reviews 15/20
Integrations 17/20
Mobile 18/20
Media 17/20
Security 18/20
83
83
Reviews 16/20
Integrations 16/20
Mobile 14/20
Media 17/20
Security 20/20
79
79
Reviews 13/20
Integrations 16/20
Mobile 18/20
Media 16/20
Security -/20
76
76
Reviews 9/20
Integrations 16/20
Mobile 15/20
Media 16/20
Security 20/20
76
76
Reviews 20/20
Integrations 6/20
Mobile 16/20
Media 18/20
Security 16/20
72
72
Reviews 15/20
Integrations 16/20
Mobile 4/20
Media 17/20
Security 20/20
70
70
Reviews 13/20
Integrations 9/20
Mobile 13/20
Media 18/20
Security 17/20
67
67
Reviews 8/20
Integrations 16/20
Mobile 13/20
Media 16/20
Security -/20
64
64
Reviews 13/20
Integrations 7/20
Mobile 14/20
Media 16/20
Security -/20
63
63
Reviews 12/20
Integrations 11/20
Mobile 4/20
Media 16/20
Security -/20
63
63
Reviews 11/20
Integrations 16/20
Mobile 16/20
Media 7/20
Security 13/20
60
60
Reviews 13/20
Integrations 17/20
Mobile 17/20
Media 0/20
Security -/20
58
58
Reviews 11/20
Integrations 5/20
Mobile 16/20
Media 13/20
Security -/20
54
54
Reviews 11/20
Integrations 6/20
Mobile 16/20
Media 6/20
Security -/20

Who is the ranking for?

GetApp's Category Leader ranking is for business owners and decision makers looking for a comprehensive list of the leading cloud-based software products in the industry.

The ranking serves as a point of reference highlighting key factors that small businesses should look at when assessing a piece of software. These factors include user perception (reviews), compatibility (integrations and mobile compatibility), market presence (media presence), and security features (security).

How are the scores calculated?

An app's score is calculated using five unique data points, each scored out of 20, giving a total score out of 100. The ranking and scoring methodology ensure complete impartiality and independence from any relationships that GetApp has with app vendors.

User Reviews *

Review scores are calculated using reviews collected from GetApp and its sister sites, Software Advice and Capterra. Scores are calculated based on the total number, average rating, and recency of reviews.

The number of reviews and average user rating are scaled against the category average. A weighting is then applied to reward recency of user reviews: reviews written in the last 6 months score up to 10 points, those written between 6 and 12 months ago score up to 6 points, and those more than 12 months old score up to 4 points. These numbers are added together to give a total maximum score of 20.

Integrations

Integration scores factor in a number of variables. Up to 16 points are awarded based on the number of integrations an app has; the first 10 points are awarded based on the number of integrations relative to the category average, while 4 points are awarded based on the number of integrations relative to the leaders in the category. An additional 5 points is awarded for an integration with Zapier, a widely used software integration platform, while an extra point is given for having an open API. The total possible score for integrations is 20 points.

Mobile Platforms *

Mobile scores are calculated based on the availability of an iOS and Android app. 5 points are awarded for the presence of each app, with an additional 10 points being awarded for the number and average rating of reviews in both the App Store and Google Play. These review scores are calculated and scaled against the competition for a maximum of 5 points per platform and an overall maximum score of 20.

If there isn't a native iOS or Android app, the product's website is assessed using Google's PageSpeed Insights to measure mobile usability. The score is returned out of 100, then scaled to a score out of 5 for a maximum of 5 points.

Media Presence

Media presence is calculated using the number of Twitter followers and Facebook fans that an app has. The number of fans and followers are added together, and each app is scored based on this overall number, compared with others in the category. The first 15 points are awarded for the combined number of followers and fans scaled against the category average, while the final 5 points are awarded for the combined number of followers and fans scaled against the top leaders in the category. These two scores are added together for a total out of 20 points.

Security

Security scoring is calculated using answers from a vendor-completed survey. The questions in the survey are based on the Cloud Security Alliance self-assessment form as part of the Security, Trust & Assurance Registry. With 15 questions, each answer is assigned a point value based on vendor response, with additional points given for security certifications, for a maximum possible score of 20.

In the event of a tie, each data point is weighted for importance, with security taking precedent, followed by reviews, integrations, mobile apps, and media presence, respectively.

* All data points combining calculations for both ratings and reviews are calculated using a Bayesian estimate, which is a weighted average that includes the number of reviews and the rating of an app, benchmarked against others in the category.

Help Desk & Ticketing software enables customer support agents to receive and respond to service requests. It acts as a point of contact for users to get answers to questions, gain assistance in troubleshooting, and solve any other customer care-related issues.