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Help Desk Software with Procurement Management

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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.
Zendesk Suite logo
4.4
3.8K

Service-first CRM company that builds support & sales tools

visit website
Reviews Sentiment
Positive Reviews
Rating Breakdown
    Value for money
    4.2
    Ease of use
    4.3
    Features
    4.4
    Customer support
    4.3
Pros and Cons from Zendesk Suite users   
+15
I love that its very user friendly to use ad easy to manage tasks. I love the interface make it easy to get tickets handled and provide the best customer service for my job.
Tremendously disappointing for a company that sells ticketing software to have such a poor interaction when it comes to using it.
This was a much appreciated improvement. A great feature is that you can integrated with the big social media platforms like Twitter and Facebook to allow CC to responde quite quickly.
Non-Existent & TERRIBLE Customer Service. You are just a number to them.
Overall I’m extremely satisfied with Zendesk, It has a lot of great features that helps us provide a great customer support service which is important for a successful business.
If you ever need support from Zendesk then it is horrible.
Overall experience has been good. Very happy for the product and how it helps us stay organized with the tickets we have coming in.
The only minor dislike us that when the client your chatting with goes offline your messages or conversation gets erased.
I loved the ease of deployment and the UX on the admin end. It was very easy to segment and follow what was going on and was even fun to play with different options.
We ended up switching to a free service which better fit our needs. All in all it was a pleasant experience and we used it for 3 years to manage the chat on our site.
It’s very useful for our customer support helpline which we launched during the pandemic and insures that we make the customer journey experience good for.
I liked the simple yet useful UI of zendesk. The ticketing system is very useful and efficient, reporting and user data is useful and quite accurate.
I like Zendesk's robust ticketing capabilities. Despite its high price, it's an extremely powerful CRM tool when compared to competitors.
Overall, it's a fantastic platform for e-mail support while also offering the ability to have everything in one place.
We have been using Zendesk for a client project to help us receive and assign tickets from our client. The system is great and easy to use.
I like the premade templates that is currently used for our FAQ. It is great that our engineering team does not need to develop this separately.
Also it can easily be integrated to a lot of platform. What I like the most is the ability to integrate with Slack.
Zendesk is a powerful CRM tool that totally worth the price.
I love that its very user friendly to use ad easy to manage tasks. I love the interface make it easy to get tickets handled and provide the best customer service for my job.
Tremendously disappointing for a company that sells ticketing software to have such a poor interaction when it comes to using it.
This was a much appreciated improvement. A great feature is that you can integrated with the big social media platforms like Twitter and Facebook to allow CC to responde quite quickly.
Non-Existent & TERRIBLE Customer Service. You are just a number to them.
Overall I’m extremely satisfied with Zendesk, It has a lot of great features that helps us provide a great customer support service which is important for a successful business.
If you ever need support from Zendesk then it is horrible.
Overall experience has been good. Very happy for the product and how it helps us stay organized with the tickets we have coming in.
The only minor dislike us that when the client your chatting with goes offline your messages or conversation gets erased.
I loved the ease of deployment and the UX on the admin end. It was very easy to segment and follow what was going on and was even fun to play with different options.
We ended up switching to a free service which better fit our needs. All in all it was a pleasant experience and we used it for 3 years to manage the chat on our site.
It’s very useful for our customer support helpline which we launched during the pandemic and insures that we make the customer journey experience good for.
I liked the simple yet useful UI of zendesk. The ticketing system is very useful and efficient, reporting and user data is useful and quite accurate.
I like Zendesk's robust ticketing capabilities. Despite its high price, it's an extremely powerful CRM tool when compared to competitors.
Overall, it's a fantastic platform for e-mail support while also offering the ability to have everything in one place.
We have been using Zendesk for a client project to help us receive and assign tickets from our client. The system is great and easy to use.
I like the premade templates that is currently used for our FAQ. It is great that our engineering team does not need to develop this separately.
Also it can easily be integrated to a lot of platform. What I like the most is the ability to integrate with Slack.
Zendesk is a powerful CRM tool that totally worth the price.
I love that its very user friendly to use ad easy to manage tasks. I love the interface make it easy to get tickets handled and provide the best customer service for my job.
Tremendously disappointing for a company that sells ticketing software to have such a poor interaction when it comes to using it.
This was a much appreciated improvement. A great feature is that you can integrated with the big social media platforms like Twitter and Facebook to allow CC to responde quite quickly.
Non-Existent & TERRIBLE Customer Service. You are just a number to them.
Overall I’m extremely satisfied with Zendesk, It has a lot of great features that helps us provide a great customer support service which is important for a successful business.
If you ever need support from Zendesk then it is horrible.
Overall experience has been good. Very happy for the product and how it helps us stay organized with the tickets we have coming in.
The only minor dislike us that when the client your chatting with goes offline your messages or conversation gets erased.
I loved the ease of deployment and the UX on the admin end. It was very easy to segment and follow what was going on and was even fun to play with different options.
We ended up switching to a free service which better fit our needs. All in all it was a pleasant experience and we used it for 3 years to manage the chat on our site.
It’s very useful for our customer support helpline which we launched during the pandemic and insures that we make the customer journey experience good for.
I liked the simple yet useful UI of zendesk. The ticketing system is very useful and efficient, reporting and user data is useful and quite accurate.
I like Zendesk's robust ticketing capabilities. Despite its high price, it's an extremely powerful CRM tool when compared to competitors.
Overall, it's a fantastic platform for e-mail support while also offering the ability to have everything in one place.
We have been using Zendesk for a client project to help us receive and assign tickets from our client. The system is great and easy to use.
I like the premade templates that is currently used for our FAQ. It is great that our engineering team does not need to develop this separately.
Also it can easily be integrated to a lot of platform. What I like the most is the ability to integrate with Slack.
Zendesk is a powerful CRM tool that totally worth the price.
JIRA Service Management logo
4.5
648

The only ITSM solution built on the Jira platform

visit website
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.
InvGate Service Desk logo
4.6
110

IT service desk software

visit website
Reviews Sentiment
Positive Reviews
Rating Breakdown
    Value for money
    4.5
    Ease of use
    4.7
    Features
    4.5
    Customer support
    4.7
Pros and Cons from InvGate Service Desk users   
avatar
avatar
avatar
+15
Invgate Service Desk manages complex processes in a very easy and nice to use way. The integration with Invgate Asset Management tool is amazing.
Getting the correct permissions for all agents/users is a frustrating experience. Somewhat confined to canned reports with little customization.
I love this product beacuse very good when it comes to understanding and I also love the thing that I can design the ticket in very simple and easy way.
Organization, problem tracking, time management.
The interface is awesome. We believe that in these terms is the best software on the market.
Workflows are subpar, even just a basic onboarding workflow is hard to build out.
The simplicity at the implementation / integration with our Enterprise. We are very satisfied with the customer Support at the reply's time and quality of the service.
We had an issue with SD removing workstations after an amount of time with no respose, but I was able to change the very quickly with the guidance of Invgate.
Best option is the capaibility of dynamic workflows. We have only begun using the software but are very impressed compared to some of the others on the market in service desk software.
I love the fact that it is very easy and simple to set up. And I also like that it also has a support system for users.
Excellent tool, easy to use, configure and very easy to use. It helped organize our help desk and our times.
We saved a lot of hidden costs and the tools were payed with that. The analytics and reports are very good and gave us a lot of visibility.
It is aimed at mid range companies with excellent performance and price. As a expert in ITSM area i recommend this product.
The usability and flexibility of the product as well as the great customer support was decisive.
Organize the work and give us greater control of the solutions.
In general is the best Help Desk i ever see. We could give more potencial, but is only a matter of time.
It's easy to use and practical software to managment IT support.
InvGate SD is concise less word but more to usable actions. I would recommend this highly to other people looking for ITSM solution.
Invgate Service Desk manages complex processes in a very easy and nice to use way. The integration with Invgate Asset Management tool is amazing.
Getting the correct permissions for all agents/users is a frustrating experience. Somewhat confined to canned reports with little customization.
I love this product beacuse very good when it comes to understanding and I also love the thing that I can design the ticket in very simple and easy way.
Organization, problem tracking, time management.
The interface is awesome. We believe that in these terms is the best software on the market.
Workflows are subpar, even just a basic onboarding workflow is hard to build out.
The simplicity at the implementation / integration with our Enterprise. We are very satisfied with the customer Support at the reply's time and quality of the service.
We had an issue with SD removing workstations after an amount of time with no respose, but I was able to change the very quickly with the guidance of Invgate.
Best option is the capaibility of dynamic workflows. We have only begun using the software but are very impressed compared to some of the others on the market in service desk software.
I love the fact that it is very easy and simple to set up. And I also like that it also has a support system for users.
Excellent tool, easy to use, configure and very easy to use. It helped organize our help desk and our times.
We saved a lot of hidden costs and the tools were payed with that. The analytics and reports are very good and gave us a lot of visibility.
It is aimed at mid range companies with excellent performance and price. As a expert in ITSM area i recommend this product.
The usability and flexibility of the product as well as the great customer support was decisive.
Organize the work and give us greater control of the solutions.
In general is the best Help Desk i ever see. We could give more potencial, but is only a matter of time.
It's easy to use and practical software to managment IT support.
InvGate SD is concise less word but more to usable actions. I would recommend this highly to other people looking for ITSM solution.
Invgate Service Desk manages complex processes in a very easy and nice to use way. The integration with Invgate Asset Management tool is amazing.
Getting the correct permissions for all agents/users is a frustrating experience. Somewhat confined to canned reports with little customization.
I love this product beacuse very good when it comes to understanding and I also love the thing that I can design the ticket in very simple and easy way.
Organization, problem tracking, time management.
The interface is awesome. We believe that in these terms is the best software on the market.
Workflows are subpar, even just a basic onboarding workflow is hard to build out.
The simplicity at the implementation / integration with our Enterprise. We are very satisfied with the customer Support at the reply's time and quality of the service.
We had an issue with SD removing workstations after an amount of time with no respose, but I was able to change the very quickly with the guidance of Invgate.
Best option is the capaibility of dynamic workflows. We have only begun using the software but are very impressed compared to some of the others on the market in service desk software.
I love the fact that it is very easy and simple to set up. And I also like that it also has a support system for users.
Excellent tool, easy to use, configure and very easy to use. It helped organize our help desk and our times.
We saved a lot of hidden costs and the tools were payed with that. The analytics and reports are very good and gave us a lot of visibility.
It is aimed at mid range companies with excellent performance and price. As a expert in ITSM area i recommend this product.
The usability and flexibility of the product as well as the great customer support was decisive.
Organize the work and give us greater control of the solutions.
In general is the best Help Desk i ever see. We could give more potencial, but is only a matter of time.
It's easy to use and practical software to managment IT support.
InvGate SD is concise less word but more to usable actions. I would recommend this highly to other people looking for ITSM solution.
Issuetrak logo
4.6
187

Report. Resolve. Relax. It starts with Issuetrak.

visit website
Reviews Sentiment
Positive Reviews
Rating Breakdown
    Value for money
    4.5
    Ease of use
    4.4
    Features
    4.4
    Customer support
    4.7
Pros and Cons from Issuetrak users   
avatar
avatar
+15
What I liked the most is ability to configure custom processes per team. Also if team-specific setup worked good for single team, it was easy to share it with other teams.
Customer support is very poor. Sometimes emails sent to the system to generate a ticket will get stuck on the server and we have to manually run a job that kicks the email through.
It is really easy to use and is good for auto-assigning and helping out our smaller sized IT team with solving and making workflow easy.
We tried their "productivity" version which changes the user base but ran into more problems trying to tie everything in make it work as a workflow management system.
IssueTraks support team is super quick and super friendly. I would highly recommend this product.
I also don't like that you tend to get a lot of windows up, sometimes gets confusing.
They are very responsive, helpful, and knowledgeable. I wish all companies had support this good.
When upgrading - it is hard to figure out exactly how the upgrade will effect your specific account.
I could go on and on, but suffice it to say for the price, this gem is amazing. I recommend it to anyone who will listen, and I look forward to the new ways Issuetrak will morph to support its users.
The AD integration works well overall. Support has been great when it was needed, and the company seemed very interested in feedback for possible future improvement.
Overall it has been a great experience with EXCELLENT technical customer support.
If you are looking for a system to create tickets, escalate to others in your organization or even outside your organization and track tickets this is a great product at a good price.
We use it for Help Desk, Asset Management, and issue tracking. The Active Directory integration works seamlessly once configured.
Retrieving information quickly for Decision making is key and this makes my superiors happy anytime am ble to retrieve information quickly. Just try it and you will love it.
The GUI is so nice, easy to use and understand. Like with any new product, it does take time to find out all the options and how to set them up.
Support is very good and receptive to new feature requests. The UI feels dated relative to other help desk software and we would like to see an Android app.
We often learn tricks and best practices from them. IssueTrak allows us to track the progress and document what we've learned for other team members in the future.
Helpful Issue Tracker Software for smaller Projects.