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Help Desk Software with Compliance Management

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Front logo
4.6
260

How 8,000+ companies streamline customer communication.

visit website
Reviews Sentiment
Positive Reviews
Rating Breakdown
    Value for money
    4.2
    Ease of use
    4.5
    Features
    4.4
    Customer support
    4.4
Pros and Cons from Front users   
avatar
avatar
+15
It can be super helpful to better communication within your org and connecting other forms of communication like Facebook chat.
However, the number of times we experienced an outage was frustrating.
Support team really does an incredible job at providing super helpful information quickly and kindly. Their self-support documentation is also wonderful.
When you send a message there is a gap of 5 seconds to cancel it but once it has been sent there is no way to recall it.
There are so many features that are great for organizing your inbox. The organizational benefits allow you to be more efficient in your daily workflow.
I really did not listen to the sales rep, he warn me, literally said: if you ar going to use it only for the scheduling links features it will be an overkill.
It's super easy to use and perfect when working in team. It's basically impossible to miss any email with this software and super nice the way it looks like when using it on a daily basis.
When I try to use my Gmail now it causes a lot of bugs with moving/altering emails. This is rather annoying as I still need to use my standard email for internal emailing.
This software makes it easy to collaborate on emails, gives staff accountability, has fair audit features, and if you pay enough money, the ability to create additional roles is also pretty nice.
Our overall experience with Front has been extremely positive. Front provides a great interface and robust feature set that does exactly what it needs to do to get the job done.
I think my favorite thing about Front is the ability to collaborate with teammates on emails + share drafts. I also use the canned response feature A LOT, as well as the Snooze ability.
It has integration with Salesforce that allows our reps to interact seamlessly (for 90%+ of instances). We're very happy with the rule automation and workflow management.
Front is great categorizing and assigning inbound messages in an efficient manner. I especially love the tag feature.
I like the simplicity and intuitiveness of Front. One of my favorite little features is how you can create a new pre-written response directly from an email you're drafting up.
I also love the UI, to me it's much more clean and open in comparison to gmail, what we used before Front.
I love the ability to interact with all our support tools - phone, email, chat from intercom, while interacting with our full team (support team of 5).
Front is a fantastic tool for teams on a budget.
Used as a shared inbox for our customer success org and it solves so many problems. Shared inbox, Salesforce integration, and assigning tasks are some highlights.
It can be super helpful to better communication within your org and connecting other forms of communication like Facebook chat.
However, the number of times we experienced an outage was frustrating.
Support team really does an incredible job at providing super helpful information quickly and kindly. Their self-support documentation is also wonderful.
When you send a message there is a gap of 5 seconds to cancel it but once it has been sent there is no way to recall it.
There are so many features that are great for organizing your inbox. The organizational benefits allow you to be more efficient in your daily workflow.
I really did not listen to the sales rep, he warn me, literally said: if you ar going to use it only for the scheduling links features it will be an overkill.
It's super easy to use and perfect when working in team. It's basically impossible to miss any email with this software and super nice the way it looks like when using it on a daily basis.
When I try to use my Gmail now it causes a lot of bugs with moving/altering emails. This is rather annoying as I still need to use my standard email for internal emailing.
This software makes it easy to collaborate on emails, gives staff accountability, has fair audit features, and if you pay enough money, the ability to create additional roles is also pretty nice.
Our overall experience with Front has been extremely positive. Front provides a great interface and robust feature set that does exactly what it needs to do to get the job done.
I think my favorite thing about Front is the ability to collaborate with teammates on emails + share drafts. I also use the canned response feature A LOT, as well as the Snooze ability.
It has integration with Salesforce that allows our reps to interact seamlessly (for 90%+ of instances). We're very happy with the rule automation and workflow management.
Front is great categorizing and assigning inbound messages in an efficient manner. I especially love the tag feature.
I like the simplicity and intuitiveness of Front. One of my favorite little features is how you can create a new pre-written response directly from an email you're drafting up.
I also love the UI, to me it's much more clean and open in comparison to gmail, what we used before Front.
I love the ability to interact with all our support tools - phone, email, chat from intercom, while interacting with our full team (support team of 5).
Front is a fantastic tool for teams on a budget.
Used as a shared inbox for our customer success org and it solves so many problems. Shared inbox, Salesforce integration, and assigning tasks are some highlights.
It can be super helpful to better communication within your org and connecting other forms of communication like Facebook chat.
However, the number of times we experienced an outage was frustrating.
Support team really does an incredible job at providing super helpful information quickly and kindly. Their self-support documentation is also wonderful.
When you send a message there is a gap of 5 seconds to cancel it but once it has been sent there is no way to recall it.
There are so many features that are great for organizing your inbox. The organizational benefits allow you to be more efficient in your daily workflow.
I really did not listen to the sales rep, he warn me, literally said: if you ar going to use it only for the scheduling links features it will be an overkill.
It's super easy to use and perfect when working in team. It's basically impossible to miss any email with this software and super nice the way it looks like when using it on a daily basis.
When I try to use my Gmail now it causes a lot of bugs with moving/altering emails. This is rather annoying as I still need to use my standard email for internal emailing.
This software makes it easy to collaborate on emails, gives staff accountability, has fair audit features, and if you pay enough money, the ability to create additional roles is also pretty nice.
Our overall experience with Front has been extremely positive. Front provides a great interface and robust feature set that does exactly what it needs to do to get the job done.
I think my favorite thing about Front is the ability to collaborate with teammates on emails + share drafts. I also use the canned response feature A LOT, as well as the Snooze ability.
It has integration with Salesforce that allows our reps to interact seamlessly (for 90%+ of instances). We're very happy with the rule automation and workflow management.
Front is great categorizing and assigning inbound messages in an efficient manner. I especially love the tag feature.
I like the simplicity and intuitiveness of Front. One of my favorite little features is how you can create a new pre-written response directly from an email you're drafting up.
I also love the UI, to me it's much more clean and open in comparison to gmail, what we used before Front.
I love the ability to interact with all our support tools - phone, email, chat from intercom, while interacting with our full team (support team of 5).
Front is a fantastic tool for teams on a budget.
Used as a shared inbox for our customer success org and it solves so many problems. Shared inbox, Salesforce integration, and assigning tasks are some highlights.
JIRA Service Management logo
4.5
649

The only ITSM solution built on the Jira platform

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Reviews Sentiment
Positive Reviews
Rating Breakdown
    Value for money
    4.3
    Ease of use
    4.2
    Features
    4.5
    Customer support
    4.3
Pros and Cons from JIRA Service Management users   
avatar
+15
Great interface provided by service desk. I would recommend Jira, it has fantastic user interface with a lot features.
Workflows broke without a reason because, you know, it's SharePoint. And the entire process of serving customers was dead slow.
It's a good tool to track your tickets and projects you are working on. The entire Gantt chart flow is really good and helps you keep yourself updated with the projects and issues at hand.
The downside is that there is no easy way to migrate any of your changes from dev to production.
Initial setup can be complex but it can also be super powerful if you are able to configure it properly. It's visual scripting and workflow tool is really capable and easy to learn.
Software problems reporting for clients, in-house sorted problem manager.
The Jira Service Desk has been a great tool within our company. I find the ability to customize your request with some required and some option fields really helpful.
Setup/installation can be painful. Docs are available only in English.
Great solution that helps organize work and keeps important case related items out of email.
There are some very useful and well-designed default reports included for ticket statistics (which can be used to keep management happy!).
Overall, this is a great tool for service teams. Managers will enjoy the dashboard view of metrics and the customizable queues.
It can be expanded to include all kinds of reportable metrics for teams of any size. There are tons of integrations as well, making this a great tool for those who want flexibility.
Atlassian products work very well, contain awesome Lucene search functionality, which means you can search text string and it will look up all text fields and give you service desk ticket match.
It's extremely customizable and the administrative configuration is really intuitive. It's also a great value from a cost perspective.
Overall we are very happy with Jira Service Desk; it has allowed us to provide a higher level of support to users than our previous service desk, and non-profit pricing was very beneficial for us.
The tool is easy to use and navigate. Even first time users would be able to figure out how to submit a ticket/request with ease.
Integrations and automation with other systems make a very useful and fluid toolbox that actually makes life easier.
Jira Service Desk integrates well with other Atlassian tools. I like the weekly sprint and backlog views.
Great interface provided by service desk. I would recommend Jira, it has fantastic user interface with a lot features.
Workflows broke without a reason because, you know, it's SharePoint. And the entire process of serving customers was dead slow.
It's a good tool to track your tickets and projects you are working on. The entire Gantt chart flow is really good and helps you keep yourself updated with the projects and issues at hand.
The downside is that there is no easy way to migrate any of your changes from dev to production.
Initial setup can be complex but it can also be super powerful if you are able to configure it properly. It's visual scripting and workflow tool is really capable and easy to learn.
Software problems reporting for clients, in-house sorted problem manager.
The Jira Service Desk has been a great tool within our company. I find the ability to customize your request with some required and some option fields really helpful.
Setup/installation can be painful. Docs are available only in English.
Great solution that helps organize work and keeps important case related items out of email.
There are some very useful and well-designed default reports included for ticket statistics (which can be used to keep management happy!).
Overall, this is a great tool for service teams. Managers will enjoy the dashboard view of metrics and the customizable queues.
It can be expanded to include all kinds of reportable metrics for teams of any size. There are tons of integrations as well, making this a great tool for those who want flexibility.
Atlassian products work very well, contain awesome Lucene search functionality, which means you can search text string and it will look up all text fields and give you service desk ticket match.
It's extremely customizable and the administrative configuration is really intuitive. It's also a great value from a cost perspective.
Overall we are very happy with Jira Service Desk; it has allowed us to provide a higher level of support to users than our previous service desk, and non-profit pricing was very beneficial for us.
The tool is easy to use and navigate. Even first time users would be able to figure out how to submit a ticket/request with ease.
Integrations and automation with other systems make a very useful and fluid toolbox that actually makes life easier.
Jira Service Desk integrates well with other Atlassian tools. I like the weekly sprint and backlog views.
Great interface provided by service desk. I would recommend Jira, it has fantastic user interface with a lot features.
Workflows broke without a reason because, you know, it's SharePoint. And the entire process of serving customers was dead slow.
It's a good tool to track your tickets and projects you are working on. The entire Gantt chart flow is really good and helps you keep yourself updated with the projects and issues at hand.
The downside is that there is no easy way to migrate any of your changes from dev to production.
Initial setup can be complex but it can also be super powerful if you are able to configure it properly. It's visual scripting and workflow tool is really capable and easy to learn.
Software problems reporting for clients, in-house sorted problem manager.
The Jira Service Desk has been a great tool within our company. I find the ability to customize your request with some required and some option fields really helpful.
Setup/installation can be painful. Docs are available only in English.
Great solution that helps organize work and keeps important case related items out of email.
There are some very useful and well-designed default reports included for ticket statistics (which can be used to keep management happy!).
Overall, this is a great tool for service teams. Managers will enjoy the dashboard view of metrics and the customizable queues.
It can be expanded to include all kinds of reportable metrics for teams of any size. There are tons of integrations as well, making this a great tool for those who want flexibility.
Atlassian products work very well, contain awesome Lucene search functionality, which means you can search text string and it will look up all text fields and give you service desk ticket match.
It's extremely customizable and the administrative configuration is really intuitive. It's also a great value from a cost perspective.
Overall we are very happy with Jira Service Desk; it has allowed us to provide a higher level of support to users than our previous service desk, and non-profit pricing was very beneficial for us.
The tool is easy to use and navigate. Even first time users would be able to figure out how to submit a ticket/request with ease.
Integrations and automation with other systems make a very useful and fluid toolbox that actually makes life easier.
Jira Service Desk integrates well with other Atlassian tools. I like the weekly sprint and backlog views.
BOSSDesk logo
4.6
110

BOSSDesk a FrontRunner in Help Desk Software

visit website
Reviews Sentiment
Positive Reviews
Rating Breakdown
    Value for money
    4.7
    Ease of use
    4.5
    Features
    4.5
    Customer support
    4.8
Pros and Cons from BOSSDesk users   
avatar
+15
BOSS is a fantastic company that cares about their customers. The are fast to respond and supportive of our requests.
The support engineer had no way to recover this either. Also there is no documentation on the 2.0 agent in their own knowledgebase.
Everyone was all great to work with and very accommodating to our requests. We have an excellent product at a very competitive price.
Some functions are a bit complicated when it comes to defining approvals or routing rules and limited in what you can route on such as limited routing on extended statuses.
I dig the ticketing search and the ability to run reports off the the inventory, that is very helpful. The Dell API integration for warranty and system info is also very nice.
After a couple of upgrades, I am no longer able to assign "Primary User" to a computer.
Overall I am very happy, and think it's a great way to manage a help desk ticketing system.
Explore the SQL code exposed in their reports in order to build your own reports.
Ease of deployment, ease of building out forms, setting up teams, custom routing etc. I like that most things are very easy to customize.
The application is super easy to use, easy to customize and they are always available to assist with any issues.
It's a great way to organize and keep track of all my work. I also LOVE the knowledge base feature.
Awesome product and support team for automating and streamlining your service desk.
We also can have a piece of IT equipment email a ticket into Boss when there is an outage. There are a lot of little integrations like these two examples that extend the usefulness of the application.
Asset management and inventory help us to easily keep track of our inventory for ticket and audit purposes. The latest version speeds the whole thing up so much more.
I like how easy this software is to use. Not only for the administrators, but the end users as well.
Very good features out of the box for the price.
The software is easy to use and allows you to create customizable service requests, which has proven to be VERY helpful.
I asked for the possibility of making CI's a required field and was just asked "Why? What if there wasn't a CI. I told them I have an n/a option as a CI item and want my techs to have to fill that in.
BOSS is a fantastic company that cares about their customers. The are fast to respond and supportive of our requests.
The support engineer had no way to recover this either. Also there is no documentation on the 2.0 agent in their own knowledgebase.
Everyone was all great to work with and very accommodating to our requests. We have an excellent product at a very competitive price.
Some functions are a bit complicated when it comes to defining approvals or routing rules and limited in what you can route on such as limited routing on extended statuses.
I dig the ticketing search and the ability to run reports off the the inventory, that is very helpful. The Dell API integration for warranty and system info is also very nice.
After a couple of upgrades, I am no longer able to assign "Primary User" to a computer.
Overall I am very happy, and think it's a great way to manage a help desk ticketing system.
Explore the SQL code exposed in their reports in order to build your own reports.
Ease of deployment, ease of building out forms, setting up teams, custom routing etc. I like that most things are very easy to customize.
The application is super easy to use, easy to customize and they are always available to assist with any issues.
It's a great way to organize and keep track of all my work. I also LOVE the knowledge base feature.
Awesome product and support team for automating and streamlining your service desk.
We also can have a piece of IT equipment email a ticket into Boss when there is an outage. There are a lot of little integrations like these two examples that extend the usefulness of the application.
Asset management and inventory help us to easily keep track of our inventory for ticket and audit purposes. The latest version speeds the whole thing up so much more.
I like how easy this software is to use. Not only for the administrators, but the end users as well.
Very good features out of the box for the price.
The software is easy to use and allows you to create customizable service requests, which has proven to be VERY helpful.
I asked for the possibility of making CI's a required field and was just asked "Why? What if there wasn't a CI. I told them I have an n/a option as a CI item and want my techs to have to fill that in.
BOSS is a fantastic company that cares about their customers. The are fast to respond and supportive of our requests.
The support engineer had no way to recover this either. Also there is no documentation on the 2.0 agent in their own knowledgebase.
Everyone was all great to work with and very accommodating to our requests. We have an excellent product at a very competitive price.
Some functions are a bit complicated when it comes to defining approvals or routing rules and limited in what you can route on such as limited routing on extended statuses.
I dig the ticketing search and the ability to run reports off the the inventory, that is very helpful. The Dell API integration for warranty and system info is also very nice.
After a couple of upgrades, I am no longer able to assign "Primary User" to a computer.
Overall I am very happy, and think it's a great way to manage a help desk ticketing system.
Explore the SQL code exposed in their reports in order to build your own reports.
Ease of deployment, ease of building out forms, setting up teams, custom routing etc. I like that most things are very easy to customize.
The application is super easy to use, easy to customize and they are always available to assist with any issues.
It's a great way to organize and keep track of all my work. I also LOVE the knowledge base feature.
Awesome product and support team for automating and streamlining your service desk.
We also can have a piece of IT equipment email a ticket into Boss when there is an outage. There are a lot of little integrations like these two examples that extend the usefulness of the application.
Asset management and inventory help us to easily keep track of our inventory for ticket and audit purposes. The latest version speeds the whole thing up so much more.
I like how easy this software is to use. Not only for the administrators, but the end users as well.
Very good features out of the box for the price.
The software is easy to use and allows you to create customizable service requests, which has proven to be VERY helpful.
I asked for the possibility of making CI's a required field and was just asked "Why? What if there wasn't a CI. I told them I have an n/a option as a CI item and want my techs to have to fill that in.
SysAid logo
4.5
439

The most advanced AI-powered ITSM platform in the market

visit website
Reviews Sentiment
Positive Reviews
Rating Breakdown
    Value for money
    4.6
    Ease of use
    4.5
    Features
    4.5
    Customer support
    4.5
Pros and Cons from SysAid users   
avatar
avatar
+15
We've been provided prompt, friendly, and accurate help from both the sales and tech support teams at SysAid over the years. They are always eager to help in any way possible.
Finding the capacity to setup all the features and functionality has been a challenge. This isn't a con but more of a frustration for me.
Their professional support has always been receptive and their ability to present solution for complex business processes has always been impressive.
Since you have all the control over the tool, sometime is hard to fix problems dur the technical support.
I didn't need a lot of help during the initial setup, but when I reached out to them, the service was always excellent.
Emails notifications is ugly. Not intuitive software, hardly understandable at first.
Ease of integration to other services like slack, ease of implementation and set up.
There are so many configuration options, it can get confusing.
Our admins have greater visibility of the tickets submitted. Our end users love the product as well.
We've sold SysAid software to our customers for 15 years and have found SysAid ITSM to be an excellent help desk solution for many of our customers.
Support is great and end user experience is very postive. It is very simple to use and has lots of opportunities.
He system is stable and user-friendly, it has allowed us to establish workflows for the attention of requests and resolution of incidents.
The ease of implementation and the quality of PS engagement with ongoing questions and support.
The implementation was straight forward for us and the constantly add improvements without changing the price which is great.
Great solution, excellent service, great integration.
Issue escalation matrix & auto email progress. User friendly ,easy installation , Easy on user traning.
SysAid does a fantastic job of allowing customization of your daily workflow allowing your team to easily address issues on a daily basis.
With SysAid, we like the AD integration, Asset Inventory and cost.
We've been provided prompt, friendly, and accurate help from both the sales and tech support teams at SysAid over the years. They are always eager to help in any way possible.
Finding the capacity to setup all the features and functionality has been a challenge. This isn't a con but more of a frustration for me.
Their professional support has always been receptive and their ability to present solution for complex business processes has always been impressive.
Since you have all the control over the tool, sometime is hard to fix problems dur the technical support.
I didn't need a lot of help during the initial setup, but when I reached out to them, the service was always excellent.
Emails notifications is ugly. Not intuitive software, hardly understandable at first.
Ease of integration to other services like slack, ease of implementation and set up.
There are so many configuration options, it can get confusing.
Our admins have greater visibility of the tickets submitted. Our end users love the product as well.
We've sold SysAid software to our customers for 15 years and have found SysAid ITSM to be an excellent help desk solution for many of our customers.
Support is great and end user experience is very postive. It is very simple to use and has lots of opportunities.
He system is stable and user-friendly, it has allowed us to establish workflows for the attention of requests and resolution of incidents.
The ease of implementation and the quality of PS engagement with ongoing questions and support.
The implementation was straight forward for us and the constantly add improvements without changing the price which is great.
Great solution, excellent service, great integration.
Issue escalation matrix & auto email progress. User friendly ,easy installation , Easy on user traning.
SysAid does a fantastic job of allowing customization of your daily workflow allowing your team to easily address issues on a daily basis.
With SysAid, we like the AD integration, Asset Inventory and cost.
We've been provided prompt, friendly, and accurate help from both the sales and tech support teams at SysAid over the years. They are always eager to help in any way possible.
Finding the capacity to setup all the features and functionality has been a challenge. This isn't a con but more of a frustration for me.
Their professional support has always been receptive and their ability to present solution for complex business processes has always been impressive.
Since you have all the control over the tool, sometime is hard to fix problems dur the technical support.
I didn't need a lot of help during the initial setup, but when I reached out to them, the service was always excellent.
Emails notifications is ugly. Not intuitive software, hardly understandable at first.
Ease of integration to other services like slack, ease of implementation and set up.
There are so many configuration options, it can get confusing.
Our admins have greater visibility of the tickets submitted. Our end users love the product as well.
We've sold SysAid software to our customers for 15 years and have found SysAid ITSM to be an excellent help desk solution for many of our customers.
Support is great and end user experience is very postive. It is very simple to use and has lots of opportunities.
He system is stable and user-friendly, it has allowed us to establish workflows for the attention of requests and resolution of incidents.
The ease of implementation and the quality of PS engagement with ongoing questions and support.
The implementation was straight forward for us and the constantly add improvements without changing the price which is great.
Great solution, excellent service, great integration.
Issue escalation matrix & auto email progress. User friendly ,easy installation , Easy on user traning.
SysAid does a fantastic job of allowing customization of your daily workflow allowing your team to easily address issues on a daily basis.
With SysAid, we like the AD integration, Asset Inventory and cost.
HaloITSM logo
4.7
35

ITSM solution for managing incidents & assets

visit website
Reviews Sentiment
Positive Reviews
Rating Breakdown
    Value for money
    4.6
    Ease of use
    4.6
    Features
    4.7
    Customer support
    4.7
Pros and Cons from HaloITSM users   
avatar
avatar
avatar
+15
I love how easy things are to customize. Things like adding an action button, a new ticket type, or a workflow are super easy.
However this is more a lazy comment than anything else. I tell a lie, there is one more thing that is a negative; it wont make me a cup of coffee.
Having worked in IT for many years NetHelpdesk is by far the best Service Management tool I have worked with and the support team are always happy to help and quick to respond to any queries.
We don't use all of the features we could, which can be frustrating.
Great experience overall, from initial configuration of our specific requirements, ease of use, through to fast and friendly support.
Very little, other than limited native integration with other products that we utilise.
Needed an integrated Helpdesk solution that was desktop and mobile supported. NHD after 6 years has provided great support, valuable functionality and a vision for integrated helpdesk and workflows.
Can be complicated setup. Can be a lot of ways to achieve the same outcome so finding the right working practice can be tricky.
We have been using NetHelpDesk for two years now and have been extremely pleased with its performance. And reliability over this time.
Great service desk, great price and a super team. What more could you want.
The IT & Facility Team are happy with the method at which ticket are been resolved, assigned, reassigned and triage to each and every member of each team.
For the cost we find NHD to be very productive for our business. The best thing is the ease of reporting, getting the data back out in easy to read formats.
We have managed to port over and improve our processes since we migrated to HaloITSM. They are really easy to work with and open to hearing any ideas you have for improving the system.
From sales to business as usual support, we have had a great experience. Halo has all the features you need for running an IT Service Management solution.
It has such a vast selection of features, Almost every aspect of customisable and the Web Interface is excellent.
Halo is the first service desk/ticketing software that I've used in my almost 20 year IT career that I can honestly say I LOVE. Implementation was the smoothest I've ever seen.
After a lot of research, we decided on NetHelpDesk. The package they provided for our on-premise installation was comprehensive and impressively integrated with our existing technologies.
The software is easy to use , and accessible to you anywhere at any giving time of the day.
I love how easy things are to customize. Things like adding an action button, a new ticket type, or a workflow are super easy.
However this is more a lazy comment than anything else. I tell a lie, there is one more thing that is a negative; it wont make me a cup of coffee.
Having worked in IT for many years NetHelpdesk is by far the best Service Management tool I have worked with and the support team are always happy to help and quick to respond to any queries.
We don't use all of the features we could, which can be frustrating.
Great experience overall, from initial configuration of our specific requirements, ease of use, through to fast and friendly support.
Very little, other than limited native integration with other products that we utilise.
Needed an integrated Helpdesk solution that was desktop and mobile supported. NHD after 6 years has provided great support, valuable functionality and a vision for integrated helpdesk and workflows.
Can be complicated setup. Can be a lot of ways to achieve the same outcome so finding the right working practice can be tricky.
We have been using NetHelpDesk for two years now and have been extremely pleased with its performance. And reliability over this time.
Great service desk, great price and a super team. What more could you want.
The IT & Facility Team are happy with the method at which ticket are been resolved, assigned, reassigned and triage to each and every member of each team.
For the cost we find NHD to be very productive for our business. The best thing is the ease of reporting, getting the data back out in easy to read formats.