Help Desk & Ticketing Software with Request Assignment

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SolarWinds Take Control   

9
Collaborative remote access solution
Solarwinds Take Control (formerly SolarWinds MSP Anywhere) is web-based remote control software for IT service businesses who need to solve client problems, fast. Read more about SolarWinds Take Control
Collaborative remote access solution
Solarwinds Take Control (formerly SolarWinds MSP Anywhere) is web-based remote control software for IT service businesses who need to solve client problems, fast. Read more about SolarWinds Take Control

Freshservice   

355
A complete IT service management (ITSM) tool for business
Freshservice is an online ITIL-aligned service desk and ITSM software that’s easy to set up and use, to transform employee experience across the organization. Read more about Freshservice
A complete IT service management (ITSM) tool for business
Freshservice is an online ITIL-aligned service desk and ITSM software that’s easy to set up and use, to transform employee experience across the organization. Read more about Freshservice

Freshdesk   

1,497
Online Customer Support Software & Helpdesk Solution
Freshdesk combines multi-channel ticket management with helpdesk automation offering features such as a team inbox, ticket routing, and event triggered actions. Read more about Freshdesk
Online Customer Support Software & Helpdesk Solution
Freshdesk combines multi-channel ticket management with helpdesk automation offering features such as a team inbox, ticket routing, and event triggered actions. Read more about Freshdesk

Cayzu   

31
Help desk ticket & customer service software
Cayzu shows all conversations from multiple channels on a single screen. With ticket management, workflow automation, real-time insights, & a knowledge base. Read more about Cayzu
Help desk ticket & customer service software
Cayzu shows all conversations from multiple channels on a single screen. With ticket management, workflow automation, real-time insights, & a knowledge base. Read more about Cayzu

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

TeamHeadquarters   

9
Unified project management & help desk software
TeamHeadquarters is a unified service desk and project management solution, with tools for managing tickets, resources, assets, teams, timesheets, and more. Read more about TeamHeadquarters
Unified project management & help desk software
TeamHeadquarters is a unified service desk and project management solution, with tools for managing tickets, resources, assets, teams, timesheets, and more. Read more about TeamHeadquarters

KronoDesk   

3
Powerful help desk & service management software
KronoDesk is a cloud-based and on-premise integrated customer support system that includes help desk ticketing, customer support forums and an online knowledge base in a single user interface. Designed specifically for software support teams, KronoDesk feeds the application lifecycle from end-to-end… Read more about KronoDesk
Powerful help desk & service management software
KronoDesk is a cloud-based and on-premise integrated customer support system that includes help desk ticketing, customer support forums and an online knowledge base in a single user interface. Designed specifically for software support teams, KronoDesk feeds the application lifecycle from end-to-end… Read more about KronoDesk

LiveHelpNow  

68
Help desk and live chat solution for customer service
LiveHelpNow is a help desk software solution for customer service and live chat. LiveHelpNow's live chat tool engages with website visitors to garner customer feedback, send targeted messages & relevant recommendations. It also provides email & ticket management, knowledge base publishing & more. Read more about LiveHelpNow
Help desk and live chat solution for customer service
LiveHelpNow is a help desk software solution for customer service and live chat. LiveHelpNow's live chat tool engages with website visitors to garner customer feedback, send targeted messages & relevant recommendations. It also provides email & ticket management, knowledge base publishing & more. Read more about LiveHelpNow

Groove  

54
Support, Simplified.
Use Groove's ticket management system to assign, prioritize & track support requests, automate actions & workflows, log contact details & interactions, & more. Read more about Groove
Support, Simplified.
Use Groove's ticket management system to assign, prioritize & track support requests, automate actions & workflows, log contact details & interactions, & more. Read more about Groove

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

ServiceNow Express  

20
Cloud-based IT service management software
ServiceNow Express is a cloud-based automated IT service management solution for small and midsize businesses, offering a customer self-service portal, and more. Read more about ServiceNow Express
Cloud-based IT service management software
ServiceNow Express is a cloud-based automated IT service management solution for small and midsize businesses, offering a customer self-service portal, and more. Read more about ServiceNow Express

Paldesk  

6
Live chat & omni-channel helpdesk software
Paldesk is a live chat and omni-channel helpdesk solution for customer service and sales teams which allows users to track and manage interactions with customers from one central dashboard. A Paldesk widget can be embedded into the company website to provide online, instant support to clients. Read more about Paldesk
Live chat & omni-channel helpdesk software
Paldesk is a live chat and omni-channel helpdesk solution for customer service and sales teams which allows users to track and manage interactions with customers from one central dashboard. A Paldesk widget can be embedded into the company website to provide online, instant support to clients. Read more about Paldesk

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  

0
Ticketing software for effortless customer support
HelpDesk is an online ticketing system that simplifies your customer service efforts. Delight your customers with excellent support, and resolve tickets faster. Personalized messages will increase your customer satisfaction. Read more about HelpDesk
Ticketing software for effortless customer support
HelpDesk is an online ticketing system that simplifies your customer service efforts. Delight your customers with excellent support, and resolve tickets faster. Personalized messages will increase your customer satisfaction. Read more about HelpDesk

ITSM 365  

0
100% customizable Service Desk for any business small or large
Out-of-the-box solution covering all your needs. Manage incidents, problems, tasks and changes. Get the approval from your users. Sign and control SLA contract. Build your configuration database & knowledge base. Read more about ITSM 365
100% customizable Service Desk for any business small or large
Out-of-the-box solution covering all your needs. Manage incidents, problems, tasks and changes. Get the approval from your users. Sign and control SLA contract. Build your configuration database & knowledge base. Read more about ITSM 365

Requuest  

0
Customizable IT support solution
Requuest is a SaaS service desk solution offering tools for ticketing, service catalog & knowledge base creation, SLA management, client self-service, and more. Read more about Requuest
Customizable IT support solution
Requuest is a SaaS service desk solution offering tools for ticketing, service catalog & knowledge base creation, SLA management, client self-service, and more. Read more about Requuest
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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.