The 32 Best IT Help Desk Software for 2024 - Buyer's Guide

The 2024 Buyer's Guide by Giva, a veteran in IT Help Desk cloud software since 1999, provides a comprehensive overview of the top IT Help Desk solutions, including key factors to consider like price, vendor pros and cons, and independent customer reviews. The guide also highlights the top 10 must-have features of IT Help Desk software.
Giva Inc., founded in 1999, has become an authority in IT Help Desk software through extensive direct customer interaction and a deep understanding of the IT Help Desk landscape, which includes developing our own software. Giva’s expertise also stems from managing millions of service requests, knowledge articles, and assets, enabling us to grasp the complex and diverse needs of the IT Help Desk sector, making Giva a respected and authoritative voice in the IT Help Desk industry.
Top Help Desk Software
Photo Attribution: Alena Lauretskaia/Shutterstock.com
The 32 Best IT Help Desk Software for 2024 - Buyer's Guide
  1. Giva
    Giva is known for its very user-friendly and minimalist design, robust automation and customization, excellent reporting, outstanding customer service, and Artificial Intelligence (AI) enabled cloud software. It has a strong focus on healthcare and other high-security-minded customers.
  2. ServiceNow
    Offers a robust suite of IT tools targeted at large enterprises. ServiceNow is strong on automation and integration.
  3. BMC Helix (Remedy)
    Targeted at enterprise-level needs and competes head-to-head with ServiceNow for the same customers.
  4. Freshservice
    This solution is targeted at the midmarket and small businesses and offering an intuitive tool focused on enhancing end user experience and streamlining IT operations.
  5. Jira Service Management
    This solution integrates seamlessly with Atlassian's extensive suite of products. It is ideal for businesses seeking a collaborative and agile approach across their organization with many integrations.
  6. SolarWinds Web Help Desk
    It has an extensive array of IT management tools. Their IT Help Desk stands out for its comprehensive features.
  7. ManageEngine ServiceDesk Plus
    This help desk software with asset and project management capabilities is tailored for small to medium sized organizations.
  8. Ivanti Service Manager
    Ivanti provides a suite that addresses both IT service management and security needs across any organization.
  9. Cherwell IT Service Management
    Cherwell caters to businesses wanting to tailor their ITSM solutions without extensive development costs utilizing its codeless platform.
  10. BMC FootPrints
    This software solution delivers an integrated platform tailored for businesses seeking a unified approach to IT service management and asset management.
  11. Zendesk for IT
    Zendesk offers IT-specific tools that combine ease-of-use with powerful functionality for both small and medium sized enterprises. It’s mostly well known for its customer service software applications.
  12. ConnectWise Manage
    This business IT management platform is designed with a strong target at Managed Service Providers (MSPs) to help make these small businesses efficient and profitable.
  13. SysAid
    It can meet the needs of small and medium sized businesses and offers features from automation to customer self-service portals.
  14. BMC Track-It!
    This is part of BMC Software's portfolio and offers an all-in-one IT help desk solution, targeted at small to medium-sized businesses that want to streamline their IT processes.
  15. Kaseya VSA
    The primary target is Managed Service Providers (MSPs). It combines remote monitoring and management (RMM) with an array of other IT applications offering an end-to-end solution.
  16. TOPdesk
    This modular service management solution is targeted at both IT departments and facility management. It is especially popular in Europe.
  17. Spiceworks IT Help Desk
    It’s a free and community driven IT help desk solution that is popular among small to medium-sized businesses looking for straightforward tools at no cost and are open to relying on peer advice for support.
  18. InvGate Service Desk
    It is an ITSM solution with visual workflows and gamification features.
  19. Atera Networks Ltd.
    It combines RMM, PSA, and remote access in an intuitive platform that is also specifically focused on Managed Service Providers (MSPs).
  20. Naverisk
    It has a specific target at Managed Service Providers (MSPs) and combines RMM and IT help desk capabilities, emphasizing automation and efficiency.
  21. Autotask PSA
    As a part of the Datto ecosystem, it focuses on business management for Managed Service Providers (MSPs). It integrates well with other Datto products.
  22. TeamDynamix
    It especially targets higher education and public sector customers combining ITSM and Project Portfolio Management solutions together.
  23. EasyVista
    Its ITSM and ITOM solutions are designed for businesses desiring digital transformation. It has a strong presence in European markets.
  24. HaloITSM
    It focuses on adaptability and integration to meet the needs of small and medium-sized organizations with varied IT environments.
  25. 4me SIAM
    Recognized for its Service Integration and Management (SIAM) capabilities, 4me offers multi-provider ITSM solutions.
  26. Kayako for IT Teams
    While traditionally a customer service platform, Kayako has evolved to address IT-specific challenges, offering multi-channel support tools.
  27. Mint Service Desk
    Mint is very new to the IT space but gaining traction for its integrated asset management and ticketing system.
  28. Wolken Service Desk
    It offers a modern ITSM solution for organizations wanting to leverage new and emerging technologies.
  29. C2 ATOM ITSM
    It is a web-based service desk targeted at businesses looking for an integrated ecosystem for IT service delivery.
  30. Vision Helpdesk
    Vision Helpdesk offers modular ITIL service desk solution that is primarily targeted at SMEs.
  31. Vivantio
    Vivantio prioritizes usability and efficiency and targets both SMEs and larger enterprises.
  32. ChangeGear by Serviceaide
    It offers a modern approach to IT service management and targets businesses that want to integrate many of their IT Ops on a single platform as they are part of a large ecosystem of vendor applications.
Vendor Giva ServiceNow BMC Helix (formerly Remedy) Freshservice Jira Service Management by Atlassian SolarWinds Web Help Desk ManageEngine ServiceDesk Plus Ivanti Service Manager Cherwell IT Service Management BMC FootPrints Zendesk for IT ConnectWise Manager SysAid BMC Track-It! Kaseya VSA TOPdesk Spiceworks IT Help Desk InvGate Service Desk Atera networks Ltd. Naverisk Autotask PSA TeamDynamix Easy Vista HaloITSM 4me SIAM Kayako for IT Teams Mint Service Desk Wolken Service Desk C2 ATOM ITSM Vision Helpdesk Vivantio ChangeGear by Serviceaide
Overall Rating* 4.89 4.46 4.1 4.5 4.44 4.58 4.38 3.77 4.35 3.4 4.4 4.1 4.52 4 4.1 4.54 4.4 4.65 4.6 4.7 4.3 4.3 3.25 4.7 4.7 4 4.8 4 4.3 4.7 4.3 4
Ease of Use* 5 4 3.5 4.5 4 4.5 4 3.5 4 3.5 4.5 2.4 4.5 4 3.5 4.5 4.5 4.5 4.5 4.5 4 4 3 4.5 4.5 4 5 5 4.5 4.5 4 4
Customer Support* 5 4.5 4 4.5 4.5 4.5 4 4 4.5 3.5 4.5 4 4.5 4 3.5 4.5 4 4.5 4.5 5 4 4.5 3.5 4.5 5 4 5 4 4.5 4.5 4.5 4
Value for Money* 5 4 4 4.5 4.5 4.5 4 4 4.5 3.5 4 4 4.5 4 3.5 4.5 4.5 4.5 4.5 5 4 4 3.5 4.5 5 4 5 5 4.5 4.5 4.5 4
Functionality* 4.5 4.5 4 4.5 4.5 4.5 4.5 3.5 4.5 3.5 4.5 4 4.5 4 4 4.5 4 4.5 4 4.5 4 4 3.5 4.5 4.5 4 4.5 4 4 4.5 4 4
Security vulnerabilities & breaches reported by US Government as of November 2023 None 17 Security Events 17 Security Events 2 Security Events 32 Security Events 164 Security Events 63 Security Events 74 Security Events 4 Security Events 4 Security Events 4 Security Events 21 Security Events 34 Security Events 3 Security Events 30 Security Events 4 Security Events 8 Security Events Check Here 6 Security Events Check Here Check Here Check here 6 Security Events Check Here Check Here 26 Security Events Check Here Check Here Check Here Check Here Check Here Check Here
Location of R&D USA Majority India Majority India India Majority India USA & Europe Majority India Majority India Majority India Majority India Majority based in Europe and Asia Majority based in India Israel Majority outside USA Majority based in India Netherlands India Argentina Israel New Zealand Majority based in India USA France United Kingdom USA India & Singapore Poland India Canada India United Kingdom USA
Location of Customer Support USA Majority outside USA Majority outside USA India Majority India USA & Europe Majority India Majority India Majority India Majority India Majority outside of USA Majority based in India Israel Majority outside USA Majority outside of USA Netherlands India Argentina Israel New Zealand Majority outside of USA USA France United Kingdom USA India & Singapore Poland India Canada India United Kingdom USA
Location of Company Headquarters USA USA USA India Australia USA India USA USA USA USA USA Israel USA USA Netherlands USA Argentina Israel New Zealand USA USA France United Kingdom USA United Kingdom Poland India Canada India United Kingdom USA
*Scale From 1 to 5 & Source Software Advice

Giva

Giva provides an impressive and highly functional IT Help Desk solution, designed with a primary focus on enhancing IT service delivery processes within organizations. Its cloud-based application has the most advanced Artificial Intelligence (AI) capability and a broad set of features that contribute to its very high popularity among healthcare, financial, law, higher education, and other high security minded organizations.
Giva IT Help Desk Software

Giva Pros

  1. Simplified User Interface: One of the hallmarks of Giva's platform is its remarkably user-friendly design. Giva is widely appreciated for its intuitive, aesthetically pleasing, and ease-of-navigation. This significantly reduces the learning curve and encourages faster and wider adoption among team members. Giva has been cleverly designed with a minimalist, clean look that aids in effortless navigation and usage, resulting in increased productivity and operational efficiency. Giva can be deployed in just days.
  2. Comprehensive Feature Set: Embedded with the most advanced Artificial Intelligence (AI) capability, Giva can be configured for a traditional internal IT help desk application, external customer service/support or as an ITIL compliant ITSM solution offering a full suite of exceptional features encompassing service desk management, service level management, incident management, problem management, change enablement/management, knowledge management, configuration management (CMDB), continual improvement and service catalog.
  3. Exceptional Customizability: Giva’s HIPAA compliant IT help desk software is highly customizable without programming or consultants and users can fine-tune the interface and dashboards to match individual preferences and specific business requirements. This degree of customization boosts usability and ensures seamless alignment with an organization's unique workflows.
  4. Advanced Reporting: Giva has excellent reporting and analytics capabilities, making it a standout among all competitors. Users can create, save, share and schedule an extensive array of customizable reports, facilitating the tracking of KPIs, real-time analytics, and other performance metrics — an essential attribute for strategic IT planning and informed decision-making.
  5. Stellar Customer Support: Giva is known for its exceptional customer service. Users often praise the support team's responsiveness and ability to quickly answer “How To” questions and resolve any technical issues. The support team's ability to swiftly respond to and resolve user queries has been lauded by many customers, enhancing overall user satisfaction.
  6. Security and Compliance: Prioritizing data security, Giva's platform is HIPAA, HITECH and GDPR compliant, establishing it as a reliable choice for healthcare organizations and other businesses with strict data protection requirements. Giva takes data security seriously. To protect sensitive customer data, Giva employs robust security measures, including encryption at rest, intrusion detection systems, specialized hardware-based firewalls, and SSAE 18 SCO 2 Type 2 compliance audits. Due to today’s high threat cybersecurity and risk environment, all Giva customers receive full HIPAA, HITECH and GDPR compliance and Giva will sign a business associated agreement (BAA) as a standard feature at no additional cost.
  7. Continuous Improvement & Innovation: Giva's IT help desk software demonstrates a clear commitment to continuous improvement and innovation, consistently updating and enhancing its platform using Agile Software development to ensure it meets evolving customer needs. New releases are launched approximately every three weeks. Its dedicated approach to customer satisfaction and unwavering commitment to quality helps many organizations stay ahead in the modern digital landscape.

Giva Cons

  1. Limited Awareness: Giva has less general market awareness and brand recognition as compared to other brands that enjoy more visibility. This could be due to various factors, such as limited marketing efforts, a niche healthcare and high security target audience, or competition from much larger players in the industry such as ServiceNow, BMC, Freshservice, Atlassian Jira, and ManageEngine.
  2. Cost: Giva's pricing can be on the higher side compared to other less functional IT help desk solutions on the market. Giva is priced competitively with other comparably functional solutions. The wealth of features, high security, top-notch support, and superior customizability justify the investment, particularly for organizations that prioritize efficient, reliable IT service management.
  3. Lack of Multilingual Support: As of today, Giva primarily supports an English-speaking customer base. However, all customization menus can be localized in different languages (e.g. German, Spanish, etc.) This could be a limitation for organizations operating in non-English speaking regions or with multilingual teams.
  4. Integration: Giva’s cloud software integrates well with other Giva products, as well as providing a wide variety of REST APIs that can be used to integrate with any third-party apps. However, due to Giva’s HIPAA compliance and focus on high security/compliance, Giva lacks an ecosystem of integrations like some vendors offer.
Overall, Giva's HIPAA compliant IT helpdesk software and other solutions offer numerous benefits, including robust security, a user-friendly design, comprehensive features, customization options, advanced reporting, and exceptional customer support.
Company Ownership: Private company founded in 1999.
Headquarters: USA
R&D & Technical Support: USA

Additional Resources

Giva IT Help Desk Software Reviews

ServiceNow

ServiceNow is a powerful, feature rich ITSM tool with excellent scalability and customization potential. However, these strengths come with a level of high cost and complexity that may pose challenges for medium-sized teams or less technical users.
ServiceNow IT Help Desk Software

ServiceNow Pros

  1. Comprehensive Functionality: One of ServiceNow's most significant advantages is its wide range of features and modules that go beyond basic ITSM. It encompasses IT operations management, IT business management, security operations, and even HR service delivery. This extensive feature set allows enterprise sized businesses to manage various processes using a single platform.
  2. Customizability: ServiceNow provides robust customization capabilities. Businesses can tailor the platform to their unique needs, from modifying the user interface to creating very complex workflows.
  3. Automation Capabilities: ServiceNow shines in its ability to automate routine tasks. It provides intelligent workflows and AI capabilities that can drive efficiency and reduce manual effort.
  4. Integration: ServiceNow integrates well with a wide variety of third-party systems, making it a versatile tool that can fit seamlessly into existing IT ecosystems.
  5. Scalability: Given its cloud-based nature and enterprise-oriented features, ServiceNow can scale alongside your business, making it suitable for large organizations and rapid growth scenarios.
  6. Reliable Vendor: ServiceNow is developed and backed by a reputable company with a strong industry presence. This credibility often translates into reliable updates and dedicated support.

ServiceNow Cons

  1. Complexity: The very flexibility and breadth of ServiceNow can also be a drawback. The platform's complexity can make it daunting, particularly for medium and smaller businesses or users without technical expertise.
  2. Learning Curve: Tied to its complexity, ServiceNow has a steep learning curve. While it offers extensive capabilities, mastering these capabilities can require significant time and training.
  3. Cost: ServiceNow can be relatively expensive compared to other ITSM solutions, especially for medium and smaller businesses. Costs can also add up with additional modules or customization needs.
  4. Implementation Time: Given its robustness and complexity, implementing ServiceNow can take time. Organizations might need to invest in significant change management efforts to ensure smooth transition and usage.
  5. Usability: While ServiceNow is powerful, its user interface has been criticized for lacking intuitiveness. Usability improvements could enhance the user experience.
  6. Dependence on Developers: Due to its complexity and extensive customization capabilities, businesses might find themselves dependent on developers or consultants to manage and tweak their ServiceNow setup.
Company Ownership: Public company (NYSE: NOW).
Headquarters: USA based
R&D: Majority based in India
Technical Support: Majority outside of USA
  • Dublin, Ireland
  • Staines, England
  • Amsterdam, Netherlands
  • Hyderabad, India
  • Tokyo, Japan
  • Sydney, Australia

Additional Resources

Pricing not available. Must speak with a partner reseller or sales person.
Trial account not available from website.
ServiceNow IT Help Desk Software Reviews

BMC Helix ITSM (Remedy)

BMC Helix ITSM solution, with its full suite of features and adaptability, offers a compelling proposition for businesses seeking a modern ITSM platform. Its Artificial Intelligence (AI) integration and cloud-centricity are positive. However, the associated very high costs in terms of acquisition and ongoing maintenance are factors organizations must carefully consider.
BMC Helix IT Help Desk Software

BMC Helix Pros

  1. Enterprise-Caliber: BMC Helix stands out with its enterprise-grade capabilities, designed to cater to mostly large organizations with significant financial budgets and human resources.
  2. Cloud-Centric: Helix’s cloud-first approach ensures enhanced reliability, reduced infrastructure costs, and the benefits of real-time updates.
  3. AI-Driven Capabilities: Using integrated AI, Helix helps automate processes and facilitate quicker decision-making.
  4. Adaptable Platform: The solution’s adaptability allows for customization to specific organizational workflows and requirements.
  5. Multichannel Support: BMC Helix ensures a seamless user experience across varied devices, offering consistent support regardless of the channel of contact.
  6. Robust Security: Helix underscores the importance of data protection, integrating top-tier security protocols throughout its platform.

BMC Helix Cons

  1. Premium Pricing: The advanced capabilities and features of Helix come at a substantial cost, which might be challenging for smaller enterprises to justify.
  2. Feature Complexity: The solution's long list of features and capabilities can be very overwhelming, potentially complicating the onboarding process for new users.
  3. Training Needs: To capitalize on the platform’s full potential, there’s a need for comprehensive training, which demands additional time and resources.
  4. Integration Challenges: While Helix promotes broad compatibility, integrating specific third-party tools will require additional expertise and adjustments.
  5. Migration Hurdles: Transitioning to or from Helix can be very resource-intensive, necessitating careful planning to minimize disruptions.
  6. Occasional Performance Issues: Despite its advanced capabilities, Helix has a documented history of occasional application sluggishness as the database size increases, which can impact IT operations.
Company Ownership: KKR & Co., a private equity firm, purchased BMC Software in 2018 for $8.3 billion with plans to cut costs, increase profitability and take BMC public again to generate a profit for its private investors.
Headquarters: USA
R&D and Technical Support: Distributed outside of USA in low-cost labor countries like India. Small technical support presence in Houston, Texas.

Additional Resources

Pricing not available. Must speak with a partner reseller or sales person.
BMC Helix ITSM (Remedy) IT Help Desk Software Reviews

Freshservice

Freshservice IT Help Desk solution is a compelling platform for businesses in search of a cloud based tool. Its user-centric design, scalability, and automation features are positive. However, it presents challenges, including its pricing, integration complexity, application performance issues, and poor technical support due to being in India. Also, there have been multiple recent cybersecurity vulnerabilities reported by the United States government.
Freshservice IT Help Desk Software

Freshservice Pros

  1. User-Friendly Interface: Freshservice offers an intuitive interface, ensuring that users, whether IT professionals or novices, can navigate the system effortlessly, reducing the learning curve.
  2. Cloud-Based: As a cloud-first solution, Freshservice offers the benefits of accessibility from any location, real-time updates, and reduced infrastructure costs for organizations.
  3. Automation Capabilities: With its smart automation features, Freshservice streamlines repetitive tasks, enhancing productivity and ensuring consistent service delivery.
  4. Scalability: The solution is designed to grow with businesses, making it suitable for both small businesses and medium scale enterprises, adjusting to varying IT demands.
  5. Integrated Knowledge Base: Freshservice includes a built-in knowledge base, facilitating quicker resolution by offering users immediate access to solutions and reducing ticket volume.
  6. SLA Management: The platform ensures timely delivery and adherence to organizational standards by providing efficient Service Level Agreement (SLA) management tools.

Freshservice Cons

  1. Pricing Model: While Freshservice offers a range of features, its pricing can become substantial as businesses scale and require additional functionalities.
  2. Customization Limits: While it offers customization capabilities, there can be restrictions, especially when compared to other solutions.
  3. Integration Challenges: Some people have noted challenges when trying to integrate Freshservice with specific third-party tools or platforms, demanding additional time and resources to make it work.
  4. Reporting Constraints: The reporting tools can sometimes lack the depth or flexibility desired by larger organizations for intricate data analysis
  5. Performance Problems: There are documented Freshservice issues with application slowness when the database grows, or report requests have too many rows.
  6. Support Concerns: Feedback suggests that while support is available, response times and resolution effectiveness are often significantly short of customer expectations due to the company’s location in India.
Multiple Freshservice Cybersecurity Vulnerabilities Reported by United States Government
  • FreshService Windows Agent before 2.11.0, FreshService macOS Agent before 4.2.0, and FreshService Linux Agent before 3.3.0 are susceptible to a vulnerability involving broken integrity checking, rated with a high severity CVSS score of 8.1. The flaw arises from improper validation of integrity check value, as listed by the NIST National Vulnerability Database.
  • FreshService macOS Agent versions before 4.4.0 and FreshService Linux Agent versions before 3.4.0 have a vulnerability that could allow TLS Man-in-The-Middle attacks through the FreshAgent client and scheduled update service. This security flaw is due to improper certificate validation as noted in the NIST National Vulnerability Database.
Company Ownership: Freshworks, Inc. (NASDAQ: FRSH).
Headquarters: Chennai, India
R&D and Technical Support: 88% of all employees are located in Bangalore and Chennai, India.

Additional Resources

Freshservice IT Help Desk Software Reviews

Jira Service Management

Jira Service Management is a robust and versatile solution in the ITSM landscape, with an array of features that cater to small to medium sized businesses. Its application ecosystem and customizable nature make it a favorite among many. However, the very flexibility it offers can also introduce many complexities, particularly for those customers new to the platform. Also, many customers have reported software performance lags.
Jira Service Management IT Help Desk Software

Jira Service Management Pros

  1. Integrated Ecosystem: Jira Service Management seamlessly integrates with other Atlassian products, providing a good ecosystem for software development, project management, and IT services.
  2. Customizable Workflows: The solution offers highly customizable workflows that can be tailored to the unique needs and processes of different organizations, ensuring flexibility.
  3. Scalability: Catering to businesses of all sizes, Jira's architecture supports growth, accommodating the ever-evolving needs of enterprises without compromising performance.
  4. Advanced Reporting Tools: Jira provides robust reporting and analytics tools that offer insightful metrics, enabling teams to evaluate performance, identify bottlenecks, and drive continuous improvement.
  5. SLA Management: Efficient tools for managing Service Level Agreements (SLA) are integrated, ensuring teams remain compliant with predefined service standards and timelines.
  6. Collaborative Environment: The platform fosters collaboration with features like shared service desks, real-time collaboration on tickets, and a centralized knowledge base..

Jira Service Management Cons

  1. Complexity for Novices: While powerful, Jira's large list of capabilities and features can be overwhelming for newcomers, presenting a steep learning curve.
  2. Pricing Model: As businesses grow and require additional functionalities or plugins, the costs associated with Jira can escalate.
  3. Software Performance Slowness: In instances with large data sets or extensive customizations, many customers have reported performance lags and significant slowdowns.
  4. Mobile Experience: The mobile application experience, though functional, sometimes lacks the full capabilities or smoothness of its desktop counterpart.
  5. Integration with Non-Atlassian Tools: While Jira integrates well with other Atlassian products, integrating with external non-Atlassian tools can present many challenges.
  6. Customization Overhead: While customization is a strength, it can also be a double-edged sword. Over-customization can lead to maintenance burdens and potential performance issues.
Company Ownership: Public company (NASDAQ: TEAM).
Headquarters: Sydney, Australia
R&D and Technical Support: Mostly in Bengalura, India.

Additional Resources

Jira Service Management IT Help Desk Software Reviews

SolarWinds Web Help Desk

SolarWinds Web Help Desk offers a suite of tools designed to enhance the IT support process, making it efficient and user-friendly. Its ticket automation, SLA management, and built-in knowledge base stand out as significant strengths. However, initial setup complexity, limited integration capabilities, application performance slowness and licensing costs highlight areas where many customers have reported concerns. Also, there have been multiple recent cybersecurity breaches and vulnerabilities reported by the United States government. A cybersecurity breach in 2020 that impacted 18,000 SolarWinds customers all over the world.
SolarWinds Web Help Desk IT Help Desk Software

SolarWinds Web Help Desk Pros

  1. User-Centric Design: SolarWinds Web Help Desk boasts an intuitive interface, ensuring that users can navigate and utilize the platform efficiently, enhancing the overall user experience.
  2. Ticket Automation: One of its standout features is its ticketing automation, streamlining the issue resolution process and ensuring timely attention to user concerns.
  3. SLA Management: With tools that allow easy tracking and management of Service Level Agreements, organizations can consistently meet and exceed service standards.
  4. Built-in Knowledge Base: A centralized knowledge base facilitates quicker issue resolution, empowering users to find answers to common queries without raising tickets, thereby reducing ticket volume.
  5. Asset Management: Integrated IT asset management tools enable tracking of hardware and software assets across the organization, providing a holistic view and easing the management process.
  6. Customizability: The platform allows tweaks and changes to suit the unique operational requirements of diverse organizations.

SolarWinds Web Help Desk Cons

  1. Initial Setup Complexity: New customers might find the initial setup and configuration very challenging, requiring time to fully optimize the system to their needs.
  2. Interface Updates: Many reviews have pointed out that the user interface could benefit from modernization to keep pace with contemporary designs.
  3. Limited Integration Capabilities: While it supports integration with other SolarWinds products, integration with external third-party tools can be cumbersome and a significant challenge.
  4. Performance Inconsistencies: Application performance lags and slowness have been reported in numerous product reviews, which can impact real-time operations.
  5. Mobile Access Limitations: Its mobile accessibility and responsiveness are areas where there is room for significant improvement, ensuring users get a seamless experience across devices.
  6. Licensing Costs: As businesses scale and require additional functionalities, the incremental licensing costs can become a significant factor to consider.
Multiple SolarWinds Cybersecurity Breaches and Vulnerabilities Reported by United States
SolarWinds reported in 2020 a significant cybersecurity breach. An outside hacking group conducted a supply chain attack by compromising the SolarWinds Orion software updates to distribute malware known as "SUNBURST." This lawsuit alleges SolarWinds cost cutting in the form of sacrificing cybersecurity was the root cause of a major security breach impacting 18,000 SolarWinds customers.
2023
  • SolarWinds DPA 2022.4 and older releases, generated heap memory dumps contain sensitive information in cleartext.
  • SolarWinds use of uninitialized variable in function gen_eth_recv in GNS3 dynamips 0.2.21.
2022
  • SolarWinds Platform was susceptible to Improper Input Validation. This vulnerability allows a remote adversary with valid access to SolarWinds Web Console to escalate user privileges.
  • SolarWinds Platform was susceptible to the Deserialization of Untrusted Data. This vulnerability allows a remote adversary with valid access to SolarWinds Web Console to execute arbitrary commands.
  • SolarWinds Platform was susceptible to Command Injection. This vulnerability allows a remote adversary with complete control over the SolarWinds database to execute arbitrary commands.
Company Ownership: Private equity firms. In February 2016, the private equity firms Silver Lake Partners and Thoma Bravo purchased SolarWinds for $4.5 billion, taking the company private. In 2018, SolarWinds returned to the public markets with an Initial Public Offering (IPO), while Silver Lake and Thoma Bravo maintained an 88% ownership stake. The objectives of these financial transactions are to cut costs, increase profitability and sell SolarWinds again to generate a profit for its private investors.
Headquarters: USA
R&D and Technical Support: USA and Europe

Additional Resources

SolarWinds Web Help Desk IT Help Desk Software Reviews

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus is a robust and scalable ITSM solution with an extensive feature set that can serve a wide range of businesses effectively. However, its complexity, significant application performance issues, and dated user interface could pose challenges. Also, there have been multiple recent cybersecurity breaches and vulnerabilities reported by the United States government.
ManageEngine ServiceDesk Plus IT Help Desk Software

ManageEngine ServiceDesk Plus Pros

  1. Comprehensive ITSM Suite: ServiceDesk Plus is not merely a ticketing tool. It offers a full-fledged IT Service Management suite, covering aspects from asset management to problem and change management.
  2. User-Friendly Dashboard: With an intuitive dashboard, users can easily track, manage, and analyze their ITSM activities, ensuring efficiency and productivity.
  3. Robust Automation: The platform harnesses the power of automation, streamlining routine tasks and ensuring timely responses and resolutions to tickets.
  4. Multichannel Support: ServiceDesk Plus offers support across various channels, including email, phone, and chat, providing versatility in addressing end-user concerns.
  5. Customizable Features: The platform allows a high degree of customization from workflows to user interfaces.
  6. Scalability: ServiceDesk Plus scales seamlessly, ensuring that growing organizational needs can be met.

ManageEngine ServiceDesk Plus Cons

  1. Very Complex Implementation: While powerful, the vast array of features can make the initial setup process intricate, potentially demanding expert assistance necessitating costly professional services even for simple implementation.
  2. Steep Learning Curve: Given its comprehensive nature, new users might take longer to fully grasp all functionalities and optimize their use.
  3. Integration Hurdles: Customers report that connecting with certain third-party applications present challenges.
  4. Application Performance Slowness: Customers have reported frequent slowdowns, which can disrupt workflow.
  5. Pricing Considerations: As organizations expand and require more features, the costs associated with additional modules and licenses can become substantial and hard to understand.
  6. Mobile App Limitations: The mobile application lacks some of the desktop version's robustness and needs substantial improvement.
ManageEngine ServiceDesk Cybersecurity Breaches & Vulnerabilities as Reported by United States Government
  • In a cybersecurity advisory from December 2021, the FBI and CISA reported active exploitation of a critical vulnerability (CVE-2021-44077) in Zoho ManageEngine ServiceDesk Plus by Advanced Persistent Threat (APT) actors. This unauthenticated remote code execution (RCE) vulnerability could allow attackers to upload executable files, compromise administrator credentials, conduct lateral movement, and exfiltrate sensitive data. Despite Zoho releasing a patch in September 2021, malicious actors were reported to be exploiting this vulnerability as early as October 2021, targeting various Critical Infrastructure Sector industries including healthcare, financial services, electronics, and IT consulting.
  • In March 2020, the U.S. Cybersecurity and Infrastructure Security Agency (CISA) reported multiple vulnerabilities in ManageEngine products, advising users and administrators to apply the necessary patches.
Company Ownership: Private owned by ZOHO Corp.
Headquarters: India
R&D and Technical Support: Renigunta and Tenkasi, India.
Datacenters: Mumbai and Chennai, India

Additional Resources

ManageEngine ServiceDesk Plus IT Help Desk Software Reviews

Ivanti Service Manager

Ivanti Service Manager solidifies its position in the ITSM arena by offering an integrated, comprehensive suite tailored for modern IT operations. Its cloud architecture, automation capabilities, and user-centric design are positive. However, the very depth of its functionalities can introduce challenges in implementation, customization, and the high cost of supporting it over the long term. Also, there have been multiple recent cybersecurity breaches reported by the United States government.
Ivanti Service Manager IT Help Desk Software

Ivanti Service Manager Pros

  1. Unified ITSM Suite: Ivanti Service Manager offers a cohesive IT Service Management solution, seamlessly merging asset management, incident management, and many other ITSM processes into one platform.
  2. Intuitive User Interface: Designed with end-users in mind, its interface is user-friendly, ensuring smooth navigation and an enhanced operational experience.
  3. Cloud Flexibility: The solution stands out with its cloud-first approach, facilitating scalability, reliability, and up-to-date functionalities without the hassles of on-premises infrastructure.
  4. Advanced Automation: With a keen focus on efficiency, the platform leverages automation to expedite repetitive tasks, thereby streamlining service delivery and incident resolutions.
  5. Robust Security: Ivanti prioritizes data security, integrating stringent cybersecurity measures to safeguard organizational data and ensure compliance with industry regulations.
  6. Integrated Knowledge Management: A built-in knowledge base empowers both end-users and IT professionals, promoting self-service and faster issue resolution.

Ivanti Service Manager Cons

  1. Implementation Intricacies: The richness of features can make the initial setup process very complex, often requiring specialized expertise.
  2. High Cost: As organizations expand and adopt more functionalities, the associated costs may become a significant consideration.
  3. Customization Challenges: Customers report that tailoring specific features to unique business processes is highly intricate.
  4. Integration Bottlenecks: Certain third-party tool integrations present challenges or require additional configurations.
  5. Training Demands: The platform's comprehensive nature necessitates thorough training sessions for users to utilize its full potential.
  6. User Feedback on Updates: Many customers have reported challenges in adjusting to new updates or versions, indicating a need for smoother transitions and change management.
Multiple Ivanti Cybersecurity Breaches as Reported by United States Government
The Cybersecurity and Infrastructure Security Agency (CISA) reported multiple compromises of U.S. agencies, critical infrastructure, and private sector organizations due to vulnerabilities in Ivanti Pulse Connect Secure products, beginning in June 2020 or earlier. The threat actor exploited several vulnerabilities to gain initial access and placed webshells for further access and persistence.
Company Ownership: Private equity firms. In January 2017 Clearlake Capital, owner of HEAT Software, purchased LANDESK from Thoma Bravo Capital. In the same year, LANDESK and HEAT Software merged to form Ivanti. In January 2021, Clearlake Capital, and TA Associates purchase Cherwell Software. The objectives of these financial transactions is to cut costs, increase profitability and sell Ivanti again to generate a profit for its private investors.
Headquarters: USA
R&D and Technical Support: Mostly centered in Hyderabad, India.

Additional Resources

Pricing not available. Must speak with a partner reseller or sales person.
Trial account not available from web site.
Ivanti Service Manager IT Help Desk Software Reviews

Cherwell IT Service Management

Cherwell IT Service Management, with its focus on codeless customization and automation, offers a compelling proposition for businesses. Its scalability and integration features reinforce its utility. However, considerations surrounding its complex setup, high cost, and old interface are essential factors for potential customers to consider. Also, there also have been multiple recent cybersecurity vulnerabilities reported by the United States government.
Cherwell IT Service Management IT Help Desk Software

Cherwell IT Service Management Pros

  1. Codeless Configuration: Cherwell stands out with its codeless environment, allowing even non-developers to tailor the platform extensively to match organizational requirements, fostering a more inclusive customization process.
  2. User-Friendly Interface: The system offers an interface designed to simplify tasks, thereby enhancing user productivity, and reducing the time typically required to familiarize oneself with new software.
  3. Impressive Scalability: Cherwell is constructed to accommodate businesses of varying sizes, but mostly larger due to its cost. The platform scales efficiently to meet evolving demands.
  4. In-depth Automation Capabilities: At its core, Cherwell emphasizes the importance of automation, aiming to reduce manual processes and thereby boosting operational efficiency.
  5. Comprehensive Dashboards: Integrated dashboards offer users real-time insights, ensuring that decision-makers are always informed and can react promptly to dynamic business environments.
  6. Seamless Integration Opportunities: The platform’s mApp (mergeable application) architecture promises ease of integration with numerous third-party tools, enhancing its versatility and applicability.

Cherwell IT Service Management Cons

  1. Setup Complexity: While it is feature-rich, Cherwell’s initial setup can be intricate, often necessitating specialized knowledge or external assistance.
  2. High Cost: As organizations expand and integrate more functionalities, the financial implications of Cherwell's licensing and additional modules becomes significant.
  3. Performance Issues: Customers have reported application performance slowdowns, especially during data-intensive operations or when managing extensive customizations.
  4. Mobile App Limitations: Cherwell’s mobile version falls short of providing the comprehensive feature set available on the desktop counterpart.
  5. Training Demands: The platform's broad range of functionalities implies a more structured and intensive training regimen to ensure users can fully harness its capabilities.
  6. UI Modernization Needs: Customer feedback suggests that while the interface is functional, there is a lot of room for aesthetic improvements to align with contemporary design standards.
Multiple Cherwell Cybersecurity Vulnerabilities as Reported by United States Government
In Cherwell Service Management (CSM) 10.2.3, several security vulnerabilities were discovered. The first issue involves Cross-Site Scripting (XSS) via a payload in the SAMLResponse parameter, identified by CVE-2022-26155. Another Cherwell flaw is the lack of Secure flag protection for the ASP.NET_Sessionid cookie, making it susceptible to interception. A third Cherwell vulnerability, CVE-2022-26158, allows the acceptance and reflection of arbitrary domains, leading to redirection to attacker-controlled pages. The fourth Cherwell issue enables form-action hijacking through the injection of malicious payloads within the RelayState, allowing attackers access.
Company Ownership: Private equity firms. In January 2017 Clearlake Capital, owner of HEAT Software, purchased LANDESK from Thoma Bravo Capital. In the same year, LANDESK and HEAT Software merged to form Ivanti. In January 2021, Clearlake Capital and TA Associates purchase Cherwell Software. The objectives of these financial transactions are to cut costs, increase profitability and sell Ivanti again to generate a profit for its private investors.
Headquarters: USA
R&D and Technical Support: Mostly centered in Hyderabad, India.

Additional Resources

Pricing not available. Must speak with a partner reseller or sales person.
Trial account not available from web site.
Cherwell IT Service Management IT Help Desk Software Reviews

BMC FootPrints

BMC FootPrints, with its integrated ITSM capabilities and customizable workflows, offers a robust solution for organizations seeking streamlined IT service management. Its asset lifecycle management and deployment flexibility are particularly strong. However, potential customers should be mindful of challenges related to an older looking interface, customization complexities, and integration problems. Also, there have been recent cybersecurity vulnerabilities reported by the United States government.
BMC FootPrints IT Help Desk Software

BMC FootPrints Pros

  1. Integrated ITSM Solution: BMC FootPrints stands as a comprehensive IT Service Management platform, combining core service desk functions with advanced features, delivering a unified ITSM experience.
  2. Configurable Workflows: The platform shines in its ability to offer customizable workflows, allowing organizations to tailor processes according to their unique requirements.
  3. Multi-channel Support: BMC FootPrints facilitates interactions across varied channels, be it email, chat, or web, ensuring users can reach out through their preferred mode.
  4. Robust Reporting Tools: Built-in analytics and reporting tools grant customers valuable insights into performance metrics, facilitating data-driven decision-making.
  5. Asset Lifecycle Management: The platform provides holistic asset lifecycle management, ensuring IT assets are efficiently tracked and managed from acquisition to disposal.
  6. Cloud and On-Premises Deployment: Offering flexibility, BMC FootPrints can be deployed both in the cloud and on-premises, catering to different organizational preferences and requirements.

BMC FootPrints Cons

  1. User Interface Concerns: Feedback from many customers suggests that the interface, though functional, could benefit from a significant overhaul and modernization to improve the user experience.
  2. Complex Customization: Achieving the desired configurations can sometimes be complex and may require hiring expensive professional consultants.
  3. High Licensing Costs: As organizations grow and additional functionalities or users are added, the associated licensing costs will become substantial.
  4. Learning Curve: New customers find a very steep learning curve, necessitating structured training sessions which require planning time and cost.
  5. Integration Challenges: Customers report that connecting it with certain third-party tools requires additional configurations or custom solutions.
  6. Application Performance Slowness: Performance lags and application slowdowns have been reported, which can impact operational efficiency and become frustrating to the IT staff on a tool that they depend upon.
BMC FootPrints Cybersecurity Vulnerabilities as Reported by United States Government
A Cross-site scripting (XSS) vulnerability was discovered in BMC FootPrints Service Core 11.5, identified as CVE-2014-9514, with a high severity score according to CVSS 3.x metrics. The vulnerability is due to improper neutralization of input during web page generation, categorized under CWE-79.
Company Ownership: KKR & Co., a private equity firm, purchased BMC Software in 2018 for $8.3 billion with plans to cut costs, increase profitability and take BMC public again to generate a profit for its private investors.
Headquarters: USA
R&D and Technical Support: Distributed outside of USA in low-cost labor countries like India. Small technical support presence in Houston, Texas.

Additional Resources

Pricing not available. Must speak with a partner reseller or sales person.
BMC FootPrints IT Help Desk Software Reviews

Zendesk for IT

Zendesk for IT, with its user-centric design and robust integration capabilities, offers a solution for organizations seeking efficient IT service management. Zendesk is best known for its customer service app for small businesses and start-ups, so its IT offering has not been in the market for long and lacks important functions. However, potential customers should weigh considerations like high pricing and customization limits against their specific needs and requirements. Also, there have been multiple recent cybersecurity vulnerabilities reported by the United States government.
Zendesk for IT IT Help Desk Software

Zendesk for IT Pros

  1. User-Friendly Interface: Zendesk for IT boasts an intuitive interface, ensuring users can navigate and utilize the platform with ease.
  2. Omni-channel Support: Zendesk facilitates seamless interactions across multiple channels, including chat, email, phone, and social media, ensuring a broad reach and varied accessibility options.
  3. Robust Integrations: With its ability to integrate with numerous third-party applications, Zendesk provides a cohesive ecosystem, streamlining workflows and enhancing functionality.
  4. Analytics and Reporting: Zendesk offers in-depth reporting tools, allowing IT teams to identify bottlenecks, and continuously improve their service delivery.
  5. Scalability: Zendesk's architecture ensures that it scales seamlessly with the growth of an organization, adapting to increasing ticket volumes and user interactions.
  6. Automated Workflows: Zendesk ensures routine tasks and ticket assignments are streamlined, enhancing efficiency and response times.

Zendesk for IT Cons

  1. Pricing Model: As organizations expand or require advanced features, the costs associated with Zendesk’s premium tiers can become very significant. There are limited license options.
  2. Customization Restrictions: While Zendesk offers customization, achieving deeper, specialized configurations can often be more intricate than some organizations might prefer.
  3. Initial Learning Curve: Despite its user-friendly design, the features in Zendesk for IT can present a learning curve for complete mastery.
  4. Data Migration Challenges: Organizations transitioning from another ITSM tool to Zendesk will face significant challenges in migrating historical data seamlessly.
  5. Performance Inconsistencies: Many customers have reported software slowdowns and performance lags, particularly during peak usage times of the day and month.
  6. No On-Premises Option: While Zendesk is a powerhouse in the cloud, organizations looking for on-premises deployments might find options limited.
Multiple Zendesk Cybersecurity Vulnerabilities as Reported by United States Government
  • Zendesk Samlr before 2.6.2 allows an XML nodes comment attack such as a name id node.
  • The zendesk-help-center plugin before 1.0.5 for WordPress has multiple XSS issues.
  • Zendesk Help Center prior to version 1.0.5 allows remote attackers to inject arbitrary web script or HTML via the function to display the BestWebSoft menu.
  • Cross-site scripting (XSS) vulnerability in the Zendesk Feedback Tab module 7.x-1.x before 7.x-1.1 for Drupal allows remote administrators with the "Configure Zendesk Feedback Tab" permission to inject arbitrary web script or HTML via unspecified vectors.
Company Ownership: Private equity firms, Hellman & Friedman and Permir, acquired Zendesk in November 2022. It was previously a public company. Private equity buyouts of public companies can lead to significant job losses and restructuring, often with a focus on short-term profits at the expense of long-term growth and stability. Typically, research and development and customer service are substantially reduced to increase profitability. The acquired companies may face increased debt levels, resulting in financial stress and reduced ability to invest in opportunities.
Headquarters: USA
R&D: Majority based in Europe and Asia
Technical Support: Majority outside of USA

Additional Resources

Zendesk for IT IT Help Desk Software Reviews

ConnectWise PSA

ConnectWise PSA is a comprehensive solution designed to unify and optimize a range of business processes. Its strengths, such as extensive integration and scalability, make it an attractive option for many organizations. However, potential adopters should consider factors like its user interface complexity and poor customer support reputation when determining its fit for their operations. Also, there have been multiple recent cybersecurity breaches and vulnerabilities reported by the United States government.
ConnectWise PSA IT Help Desk Software

ConnectWise PSA Pros

  1. Unified Platform: ConnectWise PSA offers an all-in-one solution, integrating CRM, ticketing, billing, reporting, and project management, thereby streamlining multiple business operations.
  2. Extensive Integrations: It boasts an ecosystem of integrations with third-party applications, which allows businesses to create a cohesive technological environment tailored to their needs.
  3. Customizable Workflows: ConnectWise PSA can be tailored to fit specific operational processes, enhancing efficiency, and reducing manual interventions.
  4. Scalability: ConnectWise PSA is designed to accommodate the growth of businesses. Whether for a small team or a large organization, it scales in response to the evolving demands.
  5. Comprehensive Reporting: The platform offers in-depth analytics and reporting tools, enabling businesses to make data-driven decisions and continuously improve their operations.
  6. Security: ConnectWise PSA takes data protection seriously, providing robust security measures to ensure client data integrity and confidentiality.

ConnectWise PSA Cons

  1. Complex User Interface: Some users feel that ConnectWise PSA's interface is not as intuitive as it could be, leading to a steeper learning curve.
  2. Pricing: The costs can escalate quickly for larger teams or when additional modules and features are required.
  3. Performance Issues: Some users have reported occasional lags or downtime, which can interrupt regular business operations.
  4. Limited Mobile Experience: While it does offer a mobile version, its functionality is limited compared to the desktop version.
  5. Challenging Implementation: Setting up and configuring the platform, especially for more complex business processes, can be time-consuming and require specialized expertise.
  6. Customer Support Concerns: There have been instances where customers felt the customer technical support was not as responsive or as knowledgeable as expected.
Multiple ConnectWise Cybersecurity Breaches & Vulnerabilities as Reported by United States Government
2023
2020
  • ConnectWise Automate Issues (2020): A 2020 vulnerability in ConnectWise Automate could let an attacker access its database, exposing sensitive data.
  • Ransomware Exploits (2020): In 2020, some MSPs fell victim to ransomware attacks believed to exploit vulnerabilities in ConnectWise and other MSP tools. Both the software provider and MSPs have shared responsibility in such incidents.
  • Issues with Plugins (2020): Vulnerabilities were found in plugins associated with ConnectWise products in 2020, potentially leading to privilege escalation. Users were advised to be cautious and regularly update their systems.
2019
  • Control Vulnerability (2019 ConnectWise): ConnectWise Control had a flaw in 2019 that could allow unauthorized file uploads and remote code execution.
Company Ownership: Private equity firm, Thoma Bravo, acquired Connectwise in February 2019. Private equity buyouts can lead to significant job losses and restructuring, often with a focus on short-term profits at the expense of long-term growth and stability. Typically, research and development and customer service are substantially reduced to increase profitability. The acquired companies may face increased debt levels, resulting in financial stress and reduced ability to invest in opportunities.
Headquarters: USA
R&D: Majority based in India
Technical Support: Majority based in India

Additional Resources

Pricing not available. Must speak with a partner reseller or sales person.
ConnectWise PSA IT Help Desk Software Reviews

SysAid

SysAid Help Desk emerges as a multifaceted IT service management tool with a range of features catering to diverse organizational needs. Its strengths in integration, mobile accessibility, and customization position it as a strong contender in the ITSM market. However, businesses considering SysAid should weigh its broad capabilities against factors like setup complexity, high-cost structure, and poor technical support reputation to determine its fit for their operations. Also, there have been multiple recent cybersecurity breaches and vulnerabilities reported by the United States government.
SysAid IT Help Desk Software

SysAid Pros

  1. Broad Functionality: SysAid Help Desk is not just a ticketing system. It offers an integrated set of tools including asset management, reporting, self-service portal, and automation, providing businesses with a comprehensive IT service management solution.
  2. User-Friendly Interface: EasyVista's interface is intuitive and easy to navigate, reducing the learning curve and increasing user adoption rates.
  3. Customization and Integration: SysAid provides extensive customization options. Moreover, its ability to integrate with various third-party applications further enhances its flexibility.
  4. Mobile Application: SysAid offers a mobile app, enabling IT professionals to manage tickets and respond to issues on-the-go, ensuring timely resolution irrespective of their location.
  5. Robust Reporting: Its analytical capabilities allow organizations to track performance metrics, gauge team productivity, and make informed decisions based on real-time data.
  6. Cloud and On-Premises Options: SysAid is available both as a cloud-based solution and an on-premises deployment, offering organizations the choice based on their infrastructure needs and preferences.

SysAid Cons

  1. Initial Setup Complexity: Some users find the initial setup and configuration of SysAid to be very complex and time-consuming.
  2. Pricing Model: The cost, especially for the more advanced features, can be very high for small to medium-sized businesses.
  3. Performance Glitches: Customers have reported ongoing problems with software bugs and application performance slowdowns have also been reported, which can hinder the smooth operation of the help desk.
  4. Limited Advanced Features in Basic Plans: To access some of the more advanced features, organizations often need to upgrade to higher-tiered plans.
  5. Learning Curve for Advanced Features: While the basic interface is user-friendly, mastering the advanced functionalities will require more in-depth training.
  6. Customer Support: Many customers have highlighted delays in response time or receiving generic solutions from the customer support team that did not solve their problems. The delays may be because SysAid technical support is in Tel Aviv, Israel and the dissatisfaction due to numerous software bugs.
Multiple SysAid Cybersecurity Breaches & Vulnerabilities as Reported by United States Government
In 2020, a threat group associated with the Iranian government has reportedly become the first to exploit the Log4Shell vulnerability in SysAid applications as an initial access point to target organizations. The Log4Shell vulnerability, identified as CVE-2021-44228, affects the Apache Log4j logging utility and was revealed in December 2021.This incident marked the first time the Log4Shell vulnerability has been exploited against SysAid applications.
2023
  • Sysaid on-premises product - CWE-434: Unrestricted Upload of File with Dangerous Type. A malicious user with administrative privileges may be able to upload a dangerous filetype via an unspecified method.
  • Sysaid on-premises product - CWE-552: Files or Directories Accessible to External Parties. Authenticated users may exfiltrate files from the server via an unspecified method.
  • SysAid On-Premise 20.1.11, by default, allows the AJP protocol port, which is vulnerable to a GhostCat attack. Additionally, it allows unauthenticated access to upload files, which can be used to execute commands on the system by chaining it with a GhostCat attack.
  • SysAid - Okta SSO integration - was found vulnerable to XML External Entity Injection. An unauthenticated attacker could exploit the XXE vulnerability by sending a malformed POST request to the identity provider endpoint.
2022
  • SysAid product – Sysaid System Takeover - An attacker can bypass the authentication process by accessing to: /wmiwizard.jsp, Then to: /ConcurrentLogin.jsp, then click on the login button, and it will redirect you to /home.jsp without any authentication.
  • SysAid product – SysAid Open Redirect - An Attacker can change the redirect link at the parameter "redirectURL" from"GET" request from the url location.
  • SysAid products – Pro Plus Edition, SysAid Help Desk Broken Access Control. The attacker can receive sensitive data like server details, usernames, workstations, etc., as well as uploading files and deleting calls from the system.
  • SysAid product – SysAid 14.2.0 Reflected Cross-Site Scripting (XSS). An attacker may exploit this vulnerability in order to perform phishing attacks. The attacker can receive sensitive data like server details, usernames, workstations, etc., as well as uploading files and deleting calls from the system.
  • SysAid products – SysAid Local File Inclusion (LFI) – An unauthenticated attacker can get access to the system.
  • SysAid Help Desk before 22.1.65 allows XSS via the Linked SRs field, aka FR# 67258.
  • SysAid Help Desk before 22.1.65 allows XSS, aka FR# 66542 and 65579.
  • SysAid Help Desk before 22.1.65 allows XSS in the Password Services module, aka FR# 67241.
  • SysAid Help Desk before 22.1.65 allows XSS via the Asset Dashboard, aka FR# 67262.
2021
  • SysAid API User Enumeration - Attacker sending requests to specific api path without any authorization before 21.3.60 version could get users names from the LDAP server.
  • SysAid Products 20.4.74 allows XSS via the KeepAlive.jsp stamp parameter without any authentication.
  • SysAid Products 20.3.64 b14 is affected by Blind and Stacker SQL injection via AssetManagementChart.jsp (GET computerID), AssetManagementChart.jsp (POST group1), AssetManagementList.jsp (GET computerID or group1), or AssetManagementSummary.jsp (GET group1).
  • SysAid Products 20.3.64 b14 is affected by Cross Site Scripting (XSS) via a /KeepAlive.jsp?stamp= URI.
2020
  • SysAid product 20.1.11b26 allows reflected XSS via the ForgotPassword.jsp accountid parameter.
  • A SQL injection vulnerability in /mobile/SelectUsers.jsp in SysAid ITIL 20.4.74 b10 allows a remote authenticated attacker to execute arbitrary SQL commands via the filterText parameter.
  • An unrestricted file upload vulnerability in /UploadPsIcon.jsp in SysAid ITIL 20.4.74 b10 allows a remote authenticated attacker to upload an arbitrary file via the file parameter in the HTTP POST body.
  • An issue was discovered in SysAid ITIL 20.4.74 b10. The /enduserreg endpoint is used to register end users anonymously but does not respect the server-side setting related to registering new accounts.
  • An unrestricted file upload vulnerability in /UploadPsIcon.jsp in SysAid ITIL 20.4.74 b10 allows a remote authenticated attacker to upload an arbitrary file via the file parameter in the HTTP POST body.
Company Ownership: Start-up & venture capital funded.
Headquarters: Tel Aviv, Israel
R&D and Technical Support: Tel Aviv, Israel

Additional Resources

Pricing not available. Must speak with partner reseller or sales organization.
SysAid IT Help Desk Software Reviews

BMC Track-It!

BMC Track-It! stands out as a well-rounded help desk solution, offering a myriad of functionalities suited for diverse IT support scenarios. While its comprehensive features and user-friendly interface are positive, potential adopters should be mindful of its few limitations, particularly regarding customizability and performance glitches due to unresolved software bugs. Also, there have been multiple recent cybersecurity vulnerabilities reported by the United States government.
BMC Track-It! IT Help Desk Software

BMC Track-It! Pros

  1. Comprehensive Feature Set: BMC Track-It! offers a wide range of tools beyond just ticketing. This includes asset management, change management, knowledge base, and reporting functionalities, making it a one-stop solution for IT support needs.
  2. Ease of Deployment: Track-It! is designed with straightforward installation and setup processes. Organizations can get it up and running with minimal disruption to their ongoing operations.
  3. User-Centric Interface: The software boasts a user-friendly dashboard, ensuring even those new to IT support tools can navigate and utilize it with ease.
  4. Self-Service Portal: BMC Track-It! offers a self-service portal. This allows end-users to log their issues, track progress, and even access solutions for common problems without reaching out to the IT support team.
  5. Configurable Workflow Automation: Routine tasks can be automated, ensuring that tickets move seamlessly through predefined processes, leading to quicker resolution times.
  6. Audit & Compliance Features: Track-It! comes equipped with features that assist in maintaining regulatory compliance, a very big positive for sectors where adhering to specific regulations is paramount.

BMC Track-It! Cons

  1. Software Updates: Some users report significant glitches post-software updates, which might require further patches or user adjustments. Sometimes these are security issues.
  2. Limited Customizability: Compared to some competitors, the scope for customizing certain features, especially in the user interface, can be limited.
  3. Training Requirement: While the basic functions are intuitive, getting acquainted with advanced features demands formal training sessions that are expensive requiring professional services.
  4. Pricing Concerns: For smaller businesses or teams, the cost is slightly steep, especially when considering the full suite of features.
  5. Integration Challenges: Certain third-party software integrations can sometimes be cumbersome or not as smooth as desired.
  6. Performance Issues: Ongoing software performance lags, especially when the database is over 2 years old have been noted by many customers.
Multiple BMC Track-It! Cybersecurity Vulnerabilities as Reported by United States Government
2022
  • BMC Track-It! can let authenticated attackers disclose sensitive information by exploiting poor validation in the GetPopupSubQueryDetails endpoint, potentially leading to broader system compromise.
  • A vulnerability in v20.21.2.109 BMC Track-It! allowing unauthenticated attackers to execute arbitrary code due to insufficient HTTP request authentication, enabling them to operate as the service account.
2014
  • A vulnerability in v11.3 BMC Track-It! allows remote attackers to gain privileges and execute arbitrary code by creating an account whose name matches that of a local system account, then performing a password reset.
Company Ownership: KKR & Co., a private equity firm, purchased BMC Software in 2018 for $8.3 billion with plans to cut costs, increase profitability and take BMC public again to generate a profit for its private investors.
Headquarters: USA
R&D and Technical Support: Distributed outside of USA in low-cost labor countries like India. Small technical support presence in Houston, Texas.

Additional Resources

Pricing not available. Must speak with a partner reseller or sales person.
BMC Track-It! IT Help Desk Software Reviews

Kaseya VSA

Kaseya VSA emerges as a formidable help desk solution, combining RMM capabilities with a range of tools designed to streamline IT operations. Its strengths in automation, security, and scalability is positive. However, potential adopters should weigh these benefits against certain challenges like its learning curve and integration limitations to ensure it aligns with their specific needs. Also, there have been recent cybersecurity breaches and vulnerabilities reported by the United States government.
Kaseya VSA IT Help Desk Software

Kaseya VSA Pros

  1. Unified Remote Monitoring: Kaseya VSA stands out with its integrated remote monitoring and management (RMM) capabilities. This feature allows IT teams to seamlessly oversee and manage multiple devices and networks from a centralized location.
  2. Automation Capabilities: The software provides robust automation tools, ensuring that routine tasks and maintenance operations are executed efficiently without manual intervention.
  3. Intuitive Dashboard: Kaseya VSA boasts a user-friendly interface that offers a clear overview of the IT environment. It enables technicians to identify and resolve issues promptly.
  4. Comprehensive Reporting: For organizations that prioritize data-driven decision-making, VSA's detailed reporting tools are a significant asset. They offer insights into performance metrics, ticketing trends, and more.
  5. Integrated Security Features: With the increasing cyber threats, the in-built security functionalities of Kaseya VSA, including patch management and antivirus solutions, are crucial for IT environments.
  6. Scalability: As organizations grow, Kaseya VSA can scale to accommodate increasing demands, making it a suitable choice for both small businesses and large enterprises.

Kaseya VSA Cons

  1. Steep Learning Curve: The extensive features of Kaseya VSA can be overwhelming for most new users, often necessitating comprehensive training and professional services to fully harness its capabilities.
  2. Pricing Model: Some businesses find the pricing structure to be high and expensive, especially when considering additional modules or functionalities.
  3. Integration Limitations: While Kaseya VSA offers several integrations, it sometimes faces challenges with specific third-party tools, which can hamper seamless workflow.
  4. Occasional Glitches: Customers have reported software application performance slowdowns, potentially affecting the service delivery speed.
  5. Interface Updates: The platform has seen many updates, and some long-term users feel that frequent changes can be disruptive.
  6. Customer Support: While technical support is available, the response time and resolution effectiveness have been points of contention among many customers over an extended period of time.
Kaseya VSA Cybersecurity Breaches & Vulnerabilities as Reported by United States Government
In a major cyber incident, researchers discovered vulnerabilities in Kaseya's VSA software, which attackers exploited, impacting companies like Visma and causing Swedish supermarket chain Coop to close 800 stores. The REvil ransomware gang claimed responsibility, demanding a $70 million ransom, and affecting 800 to 1,500 downstream businesses, while Kaseya worked to patch vulnerabilities. Following international reactions, including discussions between Presidents Biden and Putin, REvil’s infrastructure disappeared, and by November 2021, indictments were unsealed against Yaroslav Vasinskyi and Yevgeniy Polyanin, with significant assets seized and both facing over a century in prison if convicted.
Company Ownership: Start-up & venture capital funded. Acquired 13 companies since founding and seeking to exit to a private equity buyout.
Headquarters: USA
R&D: Majority based in India
Technical Support: Majority outside of USA

Additional Resources

Pricing not available. Must speak with a partner reseller or sales person.
Trial account not available from website.
Kaseya VSA IT Help Desk Software Reviews

TOPdesk

TOPdesk stands out as a comprehensive service desk solution, applauded for its user-friendly interface, modularity, and robust knowledge base. Its integration capabilities further solidify its position as a top-tier choice. However, it comes with its set of challenges, including customization limitations and high complexities in its reporting tool, which prospective customers should consider. Also, there have been recent cybersecurity vulnerabilities reported by the United States government.
TOPdesk IT Help Desk Software

TOPdesk Pros

  1. User-Friendly Interface: TOPdesk's intuitive design ensures that both IT professionals and end-users can navigate the system effortlessly, thereby enhancing user adoption rates.
  2. Modular Structure: The solution is modular, allowing organizations to choose and implement functionalities relevant to their specific requirements, providing flexibility in deployment.
  3. Robust Knowledge Base: The built-in knowledge base streamlines the resolution process, enabling users to access solutions for frequently encountered issues without creating tickets.
  4. Service Management Integrations: Beyond standard IT support, TOPdesk seamlessly integrates facilities management, thus providing an all-encompassing service desk solution.
  5. Asset Management: Its integrated asset management tool ensures accurate tracking and management of IT assets throughout their lifecycle.
  6. Open API Structure: TOPdesk's open API architecture facilitates easy integration with third-party applications, allowing businesses to build a cohesive IT environment.

TOPdesk Cons

  1. Customization Limitations: While TOPdesk offers many out-of-the-box features, some customers feel that deeper customization options could be enhanced.
  2. Complex Reporting Tool: Although the platform offers extensive reporting functionalities, the associated learning curve can be very steep, requiring significant time to master. Many customers need easy to run analytics, and they are disappointed with TOPDesk.
  3. Performance Speed: Some users have highlighted significant application lag issues, especially during peak usage times, which can impact the productivity and morale of the IT Service Desk.
  4. Mobile App Functionality: While a mobile application is available, its features and usability are sometimes viewed as not on par with the desktop version.
  5. Pricing Model: For smaller enterprises, the pricing is high, especially when scaling up or adding additional modules.
  6. Onboarding Process: Many customers have reported that the initial setup and onboarding process is not streamlined and has no clear guidance.
TOPDesk Cybersecurity Vulnerabilities as Reported by United States Government
2023 XML Signature Wrapping (XSW) in SAML-based Single Sign-on feature in TOPdesk v12.10.12 allows bad actors with credentials to authenticate with the Identity Provider (IP) to impersonate any TOPdesk user via SAML Response manipulation.
Company Ownership: Start-up & venture capital funded.
Headquarters: Delft, Netherlands
R&D: Tilburg and Delft, Netherlands
Technical Support: Netherlands, United Kingdom, Canada, Australia, and United States

Additional Resources

Pricing not available. Must speak with a partner reseller or sales person.
TOPdesk IT Help Desk Software Reviews

Spiceworks IT Help Desk

Spiceworks IT Help Desk emerges as a good choice for small to medium-sized businesses, largely due to its cost-effectiveness and community-driven support. Its user-friendly design combined with essential IT management tools makes it a good option. However, potential customers should weigh its attractive features against concerns like scalability, data privacy, and occasional performance issues. Also, there have been recent cybersecurity vulnerabilities reported by the United States government.
Spiceworks IT Help Desk IT Help Desk Software

Spiceworks IT Help Desk Pros

  1. Free Tier Available: One of Spiceworks' most appealing features is its cost-effectiveness. The platform offers a robust free version that serves the needs of many small and medium-sized businesses.
  2. Community Integration: Spiceworks is not just a tool but also a community. Users can leverage the vast community of IT professionals for advice, reviews, and troubleshooting tips.
  3. Cloud and On-Premises Options: The platform provides the flexibility of choice between cloud-based and on-premises deployment, catering to diverse business needs and preferences.
  4. User-Friendly Interface: The software boasts an intuitive dashboard and UI, simplifying the ticketing process and allowing even newcomers to get acclimated quickly.
  5. Inventory Management: Beyond its help desk functionality, Spiceworks provides built-in IT asset management, offering a holistic view of network devices, software applications, and other assets.
  6. Customizable: The platform allows for various plugins and integrations, enabling users to tailor the system according to their organizational needs.

Spiceworks IT Help Desk Cons

  1. Performance Issues: Some users have reported slowdowns and ongoing crashes, particularly when managing a large volume of assets or during network scans.
  2. Ad-Supported: The free version is supported by ads, which some users might find intrusive or distracting.
  3. Limited Advanced Features: While Spiceworks covers the basics effectively, it might lack some of the advanced features offered by premium IT help desk solutions.
  4. Scalability Concerns: Larger enterprises or rapidly growing businesses might find Spiceworks less suitable as their IT management demands expand.
  5. Support Limitations: While there's a vast community for guidance, the formal support for the free version can sometimes be lacking in responsiveness.
  6. Data Privacy: Given its ad-supported model, there are concerns about data privacy and how user information might be utilized for targeted advertising.
Spiceworks Cybersecurity Vulnerabilities as reported by United States Government
Spiceworks Desktop before 2015-12-01 has an XSS vulnerability via an SNMP response.
Company Ownership: Private company, acquired by Ziff Davis Enterprises in August 2019.
Headquarters: USA
R&D and Technical Support: India

Additional Resources

Pricing: Product is free
Spiceworks IT Help Desk IT Help Desk Software Reviews

InvGate Service Desk

InvGate Service Desk is a robust ITSM solution with a range of features designed to enhance user experience and streamline operations. While it excels in areas like user interface design and gamification, there are areas of improvement needed in scalability and integration capabilities.
InvGate Service Desk IT Help Desk Software

InvGate Service Desk Pros

  1. User-friendly Interface: InvGate boasts an intuitive user interface. This design choice reduces the learning curve for new users and enhances overall user experience.
  2. Asset Management Integration: The seamless integration with InvGate's own asset management solution ensures comprehensive asset tracking, aiding in incident and problem management.
  3. Gamification Features: By introducing gamification, InvGate motivates service desk agents to improve their performance and engagement levels.
  4. Customizable Workflows: The software allows businesses to tailor workflows to their unique needs, ensuring processes align with individual company standards.
  5. Knowledge Base: An integrated knowledge base empowers both service desk agents and end-users to find solutions to common issues quickly.
  6. Multi-Channel Support: With its ability to support various channels such as email, chat, and web portals, InvGate ensures customers can reach out via their preferred medium.

InvGate Service Desk Cons

  1. Scalability Concerns: For larger enterprises or organizations expecting rapid growth, there should be concerns about how well InvGate scales to meet expanding needs.
  2. Limited Reporting Features: Many customers have noted that the reporting features, though functional, could benefit from further depth and customization.
  3. Integration Limitations: There are challenges when integrating with tools outside of their standard offerings.
  4. Pricing Model: Some businesses might find the licensing and pricing model to be less flexible and higher compared to other solutions.
  5. Training Requirements: Despite its user-friendly design, new users might still require structured training and professional services to make the most of all features.
  6. Mobile Application Features: The mobile application, though present, lacks some of the features available on the desktop version.
Company Ownership: Start-up & venture capital funded. Private foreign company.
Headquarters: Buenos Aires, Argentina
R&D and Technical Support: Buenos Aires, Argentina

Additional Resources

Pricing not available. Must speak with partner reseller or sales organization.
InvGate Service Desk IT Help Desk Software Reviews

Atera Networks Ltd.

Atera Networks Ltd. offers an integrated IT management solution that combines ease of use with a transparent pricing model. While the platform excels in several aspects, catering to a broad range of businesses, there are areas, like advanced features and patch management, that may require further refinement. Also, there have been multiple recent cybersecurity breaches and vulnerabilities reported by the United States government.
Atera Networks Ltd. IT Help Desk Software

Atera Networks Ltd. Pros

  1. All-in-One Solution: Atera brings together RMM, PSA, and remote access in one integrated platform, eliminating the need to juggle between multiple tools.
  2. Transparent Pricing: Adopting a straightforward pricing model, Atera charges per technician without limiting the number of managed devices, simplifying cost projections.
  3. User-Friendly Interface: Its intuitive dashboard ensures that IT professionals, whether novice or experienced, can easily navigate and utilize the platform's features.
  4. Cloud-Based Nature: Being entirely cloud-based, Atera facilitates mobility, allowing technicians to access the system from anywhere and ensuring real-time updates.
  5. Scalability: Designed to cater to both small businesses and larger enterprises, Atera's infrastructure scales as per organizational needs.
  6. Automation Capabilities: With script automation and auto-remediation, the solution can address issues proactively, enhancing overall IT efficiency.

Atera Networks Ltd. Cons

  1. Limited Advanced Features: While Atera is comprehensive, certain advanced features present in competing RMM tools might be absent.
  2. Reporting Limitations: The reporting module does not offer the in-depth analytics many businesses require.
  3. Patch Management: Some customers have reported the need for more robust patch management functionalities.
  4. Integration Challenges: While integrations are available, expanding to lesser-known third-party tools can sometimes present hurdles.
  5. Mobile App Limitations: The mobile app could be enhanced to mirror the desktop experience more closely in terms of features and functionality.
  6. Customer Support Feedback: There have been many instances of customers wanting quicker response times and resolutions. Complex questions are often not addressed by Atera technical support.
Multiple Atera Cybersecurity Breaches & Vulnerabilities as Reported by United States Government
2023
  • Atera Agent through 1.8.3.6 on Windows Creates a Temporary File in a Directory with Insecure Permissions and is a serious vulnerability.
  • Privilege escalation vulnerability was discovered in Atera Agent 1.8.4.4 and prior on Windows due to mishandling of privileged APIs.
  • BianLian hacking group actors used legitimate desktop support and remote access software, Atera, to establish an interactive command and control channel to target systems within networks which was a very significant cyberbreach.
  • Atera Remote Monitoring & Management (RMM) enabled remote connections to network devices and the ability to compromise security and help hackers steal critical high value private data.
  • This Atera cyberbreach installs legitimate Atera RMM software on the system silently, with the specified email address and company ID properties which can lead to data loss.
  • FBI has observed bad actors using Atera for persistence in the victim’s network. In some instances, the actors moved laterally to the domain controller. In one confirmed case, the actors used a legitimate admin account to remotely log on to the domain controller which is a serious security breach.
Company Ownership: Start-up & venture capital funded.
Headquarters: Tel Aviv, Israel
R&D and Technical Support: Majority based in Israel

Additional Resources

Atera Networks Ltd. IT Help Desk Software Reviews

Naverisk

Naverisk stands out as a comprehensive RMM and PSA solution, especially appealing to businesses seeking an integrated approach to IT management. It offers a range of commendable features, from device flexibility to robust reporting. However, it has areas for improvement, and businesses should weigh these when considering Naverisk as their management tool.
Naverisk IT Help Desk Software

Naverisk Pros

  1. Integrated Platform: Naverisk offers a combined Remote Monitoring and Management (RMM) and Professional Services Automation (PSA) solution, streamlining operations for IT service providers.
  2. Device Flexibility: With capabilities to monitor a range of devices including servers, workstations, and mobile devices, Naverisk provides a holistic view of the IT environment.
  3. User-Centric Design: The platform has been designed with the user in mind, featuring an intuitive dashboard that reduces the learning curve for technicians.
  4. Automation and Scripting: The automation suite enables IT professionals to address repetitive tasks efficiently, and the robust scripting engine further extends its capabilities.
  5. Cloud-Native Architecture: As a cloud-based solution, Naverisk ensures real-time updates, scalability, and accessibility from any location.
  6. Comprehensive Reporting: With detailed reports and analytics, businesses can glean actionable insights, aiding in informed decision-making.

Naverisk Cons

  1. Integration Concerns: While Naverisk offers several integrations, certain third-party tools require additional effort to seamlessly integrate.
  2. UI Refinements: Some users have indicated that the user interface could benefit from aesthetic and usability upgrades.
  3. Mobile App Enhancements: The mobile application has room for improvement to provide a more mirrored experience of the desktop version.
  4. Application Performance Issues: Customers have reported a number of software slowdowns that can disrupt workflow.
  5. Advanced Feature Set: Competing RMM tools offer certain advanced features not available in Naverisk.
  6. Notification Overload: The system could benefit from better customization capability to prevent unnecessary alert overload.
Company Ownership: In 2017, the private equity firm Apax Partners acquired Naverisk. The objectives of private equity financial transactions are to cut costs, increase profitability and sell Naverisk to generate a profit for its private investors.
Headquarters: New Zealand
R&D and Technical Support: Majority based in New Zealand

Additional Resources

Naverisk IT Help Desk Software Reviews

Autotask PSA

Autotask PSA is a robust platform for businesses seeking an integrated professional services automation tool. Its strengths in integration, ticketing, and automation make it a formidable contender in the PSA landscape. However, while its strengths are considerable, potential users should weigh the platform's cons, especially in terms of customization and user experience.
Autotask PSA IT Help Desk Software

Autotask PSA Pros

  1. Comprehensive Integration: Autotask PSA seamlessly integrates with numerous third-party applications, ensuring a cohesive workflow across multiple platforms.
  2. Intuitive Dashboard: The solution boasts a user-friendly interface, presenting vital information efficiently, allowing for easy tracking and management of tasks.
  3. Scalable Architecture: Autotask PSA is designed to grow with the business. Its scalable nature ensures that it remains a reliable tool as the enterprise expands.
  4. Robust Ticketing System: The platform excels in its ticketing capabilities, ensuring timely resolution of issues and efficient allocation of resources.
  5. Automated Workflow: The automation capabilities present in Autotask PSA ensure that routine tasks are managed effectively, freeing up time for more strategic endeavors.
  6. Reliable Cloud Infrastructure: With its cloud-based nature, the solution ensures data availability, reliability, and security.

Autotask PSA Cons

  1. Learning Curve: New users might find the array of features overwhelming, requiring dedicated training sessions and professional services to harness the platform's full potential.
  2. Customization Limitations: While it offers a variety of customization options, customers might find it lacking in specific niche modifications.
  3. Pricing Model: Some customers have expressed concerns over the pricing, especially when compared with competing platforms offering similar features.
  4. Mobile Application: The mobile experience of Autotask PSA has room for improvement to ensure a seamless transition between desktop and mobile.
  5. Report Generation: While it offers a suite of reporting tools, creating complex, custom reports can be more challenging than anticipated.
  6. Occasional Software Latency Issues: Some customers have reported occasional performance delays, affecting the productivity of IT teams.
Company Ownership: Private company seeking to exit in a private equity buyout transaction.
Headquarters: USA
R&D: Majority based in India
Technical Support: Majority outside of USA

Additional Resources

Pricing not available. Must speak with a partner reseller or sales person.
Trial account not available from website.
Autotask PSA IT Help Desk Software Reviews

TeamDynamix

TeamDynamix offers a comprehensive suite of features that seamlessly blend IT service and project management. Its user interface and customizable workflows make it a strong contender in its category. However, potential customers should evaluate integration needs, an overly complex setup, software performance issues (slowness), and limited mobile capability to determine if TeamDynamix is the right fit for their organization.
TeamDynamix IT Help Desk Software

TeamDynamix Pros

  1. Unified IT Service and Project Management: TeamDynamix offers a holistic approach, integrating IT service management (ITSM) and project portfolio management (PPM) into one platform.
  2. User-Friendly Interface: TeamDynamix prides itself on its intuitive user interface, enabling users of all technical levels to navigate the system.
  3. Flexible and Scalable: The platform is tailored to cater to both small-scale operations and extensive enterprise environments, ensuring scalability as the organization grows.
  4. Robust Reporting and Analytics: TeamDynamix provides comprehensive reporting tools, granting businesses actionable insights to optimize processes and make data-driven decisions.
  5. Cloud-Based Solution: TeamDynamix ensures consistent updates and reduced on-premise hardware costs.
  6. Customizable Workflows: TeamDynamix allows businesses to tailor workflows to their unique requirements, ensuring that the platform adapts to the organization rather than the other way around. Albeit many dissatisfied customers report that it takes considerable time to customize tailored workflows.

TeamDynamix Cons

  1. Integration Limitations: Certain third-party tool integrations are not seamless or even work. Specifically, LDAP integration has been noted as problematic and difficult to get working.
  2. Cost Concerns: Some customers have found the platform's pricing to be on the higher side when compared to other similar solutions on the market when considering the total cost of ownership.
  3. Initial Setup Time: The breadth of features can mean a much longer setup time, especially for customizing even simple organizational processes.
  4. Significant Application Performance Problems: Many customers have reported software slowdowns when their database is less than two years old or during peak usages times which can be very disruptive to IT and other organizations depending upon TeamDynamix.
  5. Advanced Features Learning Curve: Mastering advanced features requires additional training and professional services which increases cost and adds more time to initial.
  6. Limited Mobile Experience: The mobile interface of TeamDynamix could benefit from further enhancements for on-the-go usage.
Company Ownership: In 2022, the private equity firm Level Equity acquired Team Dynamix. The objectives of private equity financial transactions are to cut costs, increase profitability and sell Dynamix to generate a profit for its private investors.
Headquarters: USA
R&D and Technical Support: USA

Additional Resources

Pricing not available. Must speak with a partner reseller or sales person.
Trial account not available from website.
TeamDynamix IT Help Desk Software Reviews

EasyVista

EasyVista stands out as a comprehensive ITSM solution with features tailored for modern enterprises. While its strengths lie in self-help capabilities, mobile optimization, and automation, potential users might face challenges in initial setup and steep learning curves. As with any platform, assessing organizational needs and potential ROI is crucial before adoption. Also, there have been multiple recent cybersecurity vulnerabilities reported by the United States government.
EasyVista IT Help Desk Software

EasyVista Pros

  1. Comprehensive ITSM Solution: EasyVista is not just an IT helpdesk but a full-fledged IT Service Management (ITSM) platform. This ensures that users get a comprehensive tool to manage all their IT-related tasks and services.
  2. Intuitive Self-Help Features: The platform emphasizes reducing ticket volume with its Knowledge Management tool and self-help capabilities. This aids in resolving common issues without the need for IT intervention.
  3. Mobile-First Approach: EasyVista's Service Apps ensure that ITSM functionalities are not only available but also optimized for mobile devices, providing flexibility for on-the-go technicians and users.
  4. Automation Capabilities: The platform integrates automation into its core services, allowing repetitive tasks to be streamlined, reducing human errors, and enhancing efficiency.
  5. Multilingual Support: EasyVista offers support in multiple languages, which is beneficial for global organizations that operate across different regions.
  6. Robust Reporting: With in-depth analytics and reporting, organizations can get a clear view of their IT operations, making data-driven decisions easier and more effective.

EasyVista Cons

  1. Complex Initial Setup: The versatility of EasyVista can also be a drawback. The initial setup can be overwhelming for those unfamiliar with comprehensive ITSM platforms.
  2. Cost: While it offers a myriad of features, the pricing of EasyVista can be on the higher side, especially for small to medium organizations.
  3. Interface Overload: Some customers find the user interface to be cluttered, especially when accessing advanced features.
  4. Steep Learning Curve: Given its comprehensive nature, the platform can take time for users to fully understand and utilize effectively.
  5. Customization Limitations: There are some boundaries to how much one can customize without diving deep into configurations or seeking external integrations.
  6. Technical Support Concerns: Many customers have reported delays or less-than-satisfactory responses from the customer support team.
Easy Vista Cybersecurity Vulnerabilities as Reported by United States Government
2023
  • An issue was discovered in EasyVista Service Manager version 2020.2.125.3 and 2022.1.109.0.03. Some parameters allow SQL injection.
  • An issue was discovered in EasyVista Service Manager version 2020.2.125.3 and 2022.1.109.0.03 before 2022.1.110.1.02. One parameter allows SQL injection.
  • An issue was discovered in EasyVista Service Manager version 2020.2.125.3 and 2022.1.109.0.03. Part of the application does not implement protection against brute-force attacks.
  • An issue was discovered in EasyVista Service Manager version 2020.2.125.3 before 2022.1.110.1.02. It is prone to stored Cross-site Scripting (XSS).
2022
  • Cross Site Scripting (XSS) vulnerability in the new equipment page in EasyVista Service Manager 2018.1.181.1 allows remote attackers to run arbitrary code via the notes field.
2012
  • The single sign-on (SSO) implementation in EasyVista Service Manager before version 2010.1.1.89 allows remote attackers to bypass authentication via a modified url account parameter, in conjunction with a valid login name in the SSPI_HEADER parameter, to index.php.
Company Ownership: In 2021, the private equity firms Eurazeo PME and Cathay Innovation acquired EasyVista to take the company private. The objectives of private equity financial transactions are to cut costs, increase profitability and sell EasyVista again to generate a profit for its private investors.
Headquarters: France
R&D and Technical Support: Mostly in France

Additional Resources

Pricing not available. Must speak with a partner reseller or sales person.
Trial account not available from website.
EasyVista IT Help Desk Software Reviews

HaloITSM

HaloITSM emerges as a robust ITSM platform, offering a unified suite of tools with an intuitive interface and customization capabilities. However, potential adopters should be prepared for challenges in migration, application responsiveness, the lack of key reporting capabilities, and poor technical support.
HaloITSM IT Help Desk Software

HaloITSM Pros

  1. Unified Service Management: HaloITSM offers an integrated suite of tools that cover not just ticketing, but also change management, problem management, asset management, and more. This means organizations can centralize their IT service operations under one platform.
  2. Intuitive User Interface: One of HaloITSM's most frequently praised features is its user-friendly interface. It's designed to be accessible for users of all tech proficiencies, ensuring faster adoption and efficiency.
  3. Scalability: Whether catering to small businesses or large enterprises, HaloITSM is built to scale, allowing businesses to expand their IT operations without switching platforms.
  4. Customizable Workflows: The solution provides the flexibility to design workflows tailored to specific organizational needs, making it easier to adapt the tool to unique operational requirements.
  5. Knowledge Base Integration: In addition to its ITSM functionalities, HaloITSM incorporates a knowledge base, facilitating self-service and reducing ticket volumes.
  6. Regular Updates and Innovations: The platform is constantly updated, with the company actively taking user feedback into consideration, indicating a commitment to continuous improvement.

HaloITSM Cons

  1. Transitioning Challenges: Companies migrating from other ITSM tools have reported challenges in transitioning data and processes to HaloITSM.
  2. Reporting Limitations: Many customers report that the depth and customization options in reporting are very limited.
  3. Performance Issues: Many customers have reported application slowdowns and performance issues, especially during peak usage times.
  4. Limited Third-Party Integrations: While HaloITSM offers various integrations, the list is not as exhaustive as some other market players, which may require workarounds or manual processes.
  5. Steep Learning Curve for Advanced Features: While the basic interface is user-friendly, some users have noted that leveraging advanced features requires training and additional professional services fees.
  6. Poor Technical Support: Customer support experiences are very mixed, with some users praising prompt responses, while many other customers have reported delays or insufficient resolutions.
Company Ownership: Start-up & venture capital funded.
Headquarters: United Kingdom
R&D and Technical Support: Wokingham. United Kingdom

Additional Resources

HaloITSM IT Help Desk Software Reviews

4me SIAM

4me SIAM stands out as a specialized solution designed for the intricacies of Service Integration and Management, offering robust features and an intuitive user experience. However, prospective customers should assess the high pricing model, customization limits, integration challenges, and poor customer technical support to ensure they have the necessary support and training in place.
4me SIAM IT Help Desk Software

4me SIAM Pros

  1. Service Integration and Management (SIAM) Focus: 4me SIAM is specifically designed with SIAM principles in mind, ensuring that businesses can seamlessly integrate multiple service providers and achieve better collaboration.
  2. Intuitive User Experience: The platform is recognized for its user-friendly interface, which is especially crucial for facilitating interactions between various stakeholders in a SIAM environment.
  3. Specialized Service Management: Beyond typical ITSM capabilities, 4me SIAM offers specialized service management features tailored to sectors like HR, Finance, and Facilities, creating a holistic service environment.
  4. Robust Analytics and Reporting: With its in-depth analytics capabilities, organizations can gain significant insights into their service integration efficiency, helping drive continuous improvement.
  5. Scalability: As organizations grow and incorporate more service providers, 4me SIAM can easily scale to accommodate increasing complexities.
  6. Rapid Implementation: 4me SIAM boasts of a swift and hassle-free setup, enabling organizations to transition without prolonged downtimes.

4me SIAM Cons

  1. Pricing Model: Some users have pointed out that the pricing model, especially for larger organizations, is higher when compared to other ITSM tools in the market.
  2. Customization Limitations: Customers have reported that certain advanced customizations can be challenging to implement.
  3. Integration Challenges: Integrating with non-standard third-party tools and platforms sometimes requires additional effort and configuration.
  4. Steep Learning Curve: The platform's multifaceted features can be overwhelming for new customers, necessitating structured training sessions and more professional services.
  5. Documentation Gaps: Some customers have mentioned that the documentation needs significant improvement, leading to reliance on the customer support team for resolution.
  6. Poor Customer Support: Customers report many instances where the response times and resolutions offered were not up to par.
Company Ownership: Start-up & venture capital funded.
Headquarters: USA
R&D and Technical Support: USA

Additional Resources

Pricing not available. Must speak with a partner reseller or sales person.
Trial account not available from website
4me SIAM IT Help Desk Software Reviews

Kayako for IT Teams

Kayako emerges as a robust customer service platform, adept at offering a unified view and facilitating multichannel support. However, its challenges, such as the learning curve and pricing considerations, make it essential for potential customers to weigh its strengths against its shortcomings. Also, there have been multiple recent cybersecurity vulnerabilities reported by the United States government.
Kayako IT Help Desk Software

Kayako Pros

  1. Unified Customer View: One of Kayako’s standout features is its ability to offer a unified customer view, streamlining communication and ensuring that support teams have access to all interactions across channels.
  2. Multichannel Support: Kayako ensures that businesses can offer support across various platforms including email, live chat, and social media, all from a single dashboard.
  3. Customizable Knowledge Base: The platform allows businesses to create a comprehensive and customizable self-service knowledge base, significantly reducing ticket volume.
  4. Robust Analytics: With Kayako’s in-depth reporting capabilities, organizations can easily gauge customer satisfaction, agent performance, and other critical metrics.
  5. Seamless Integrations: Kayako is designed to integrate smoothly with popular third-party applications and platforms, enhancing its functionality.
  6. Collaborative Features: The solution encourages team collaboration by allowing agents to share notes, view who else is working on a ticket, and even assign or transfer issues with ease.

Kayako Cons

  1. Learning Curve: New users might find Kayako's interface and functionality initially overwhelming, necessitating structured training sessions and professional services which are costly.
  2. Pricing Model: For smaller businesses, Kayako's pricing is high, especially when considering additional features or integrations.
  3. Mobile App Limitations: Some customers have pointed out that the mobile application lacks the full functionality of the web version.
  4. Software Bugs: There have been many reports of significant bugs that interrupt the workflow and will impact IT team productivity.
  5. Customization Constraints: There are many constraints to the extent to which certain elements can be tailored, potentially limiting some businesses.
  6. Support Response Delays: Many customers have reported delays in response from Kayako’s customer support, especially during peak times.
Kayako Cybersecurity Vulnerabilities as Reported by United States Government
  • This improper access control vulnerability in Kayako Helpdesk allows attackers to get control of QNAP Kayako service. Attackers can access the sensitive data on QNAP Kayako server with API keys.
  • Cross-site scripting (XSS) vulnerability in Tickets/Submit in Kayako Fusion before 4.40.985 allows remote attackers to inject arbitrary web script or HTML via certain vectors, possibly a crafted ticket description.
  • Cross-site scripting (XSS) vulnerability in index.php in Kayako SupportSuite 3.00.32 allows remote attackers to inject arbitrary web script or HTML via the query string.
Company Ownership: ESW Capital, a private equity firm, purchased Kayako in 2018 for $8.3 billion with plans to cut costs, increase profitability and take Kayako public or resell it again to generate a profit for its private investors.
Headquarters: United Kingdom
R&D and Technical Support: India & Singapore

Additional Resources

Pricing not available. Must speak with a partner reseller or sales person.
Trial account not available from website
Kayako for IT Teams IT Help Desk Software Reviews

Mint Service Desk

Mint Service Desk provides a robust platform for IT service management, particularly in areas like asset management integration and flexible ticketing. However, potential customers should consider its limitations, such as integration challenges, a steep learning curve, reporting limitations, and poor application responsiveness.
Mint Service Desk IT Help Desk Software

Mint Service Desk Pros

  1. Unified Interface: Mint Service Desk offers a single-pane interface, providing support agents with all necessary information without the need to switch between multiple screens or applications.
  2. Asset Management Integration: One of its key strengths is the seamless integration of IT asset management within the service desk, ensuring a holistic approach to IT service management.
  3. Flexible Ticketing System: The platform boasts an adaptable ticketing system that can be tailored to meet specific organizational workflows and processes.
  4. Cloud-Based Solution: Mint Service Desk ensures that users can access the system from anywhere, facilitating remote work and global collaboration.
  5. Affordable Pricing: Compared to other ITSM solutions in the market, Mint Service Desk offers a competitive pricing model, making it an attractive choice for small to medium-sized businesses.
  6. Continuous Updates: The solution frequently rolls out updates and new features, ensuring that the platform remains modern and up to date with industry standards.

Mint Service Desk Cons

  1. Limited Integrations: One of the challenges faced by Mint customers is the limited integrations with third-party applications, which can restrict functionality in certain scenarios.
  2. Steep Learning Curve: New customers find the platform intricate, and getting the team up to speed requires dedicated training sessions and significant professional services.
  3. Reporting Limitations: Customers report that there is substantial room for improvement in terms of depth and customizability.
  4. UI/UX Design: Some customers have indicated that the user interface could benefit from a design overhaul for a more intuitive experience.
  5. Application Responsiveness: Many customers have reported significant technical glitches and application slowness that can hamper the IT team.
  6. Support Response: Customer feedback indicates that technical support is often slow in addressing issues.
Company Ownership: Start-up & venture capital funded.
Headquarters: Poland
R&D and Technical Support: Poland

Additional Resources

Pricing not available. Must speak with a partner reseller or sales person.
Trial account not available from website
Mint Service Desk IT Help Desk Software Reviews

Wolken Service Desk

Wolken Service Desk offers a versatile platform with solid features like customizable workflows and omni-channel support. Yet, businesses considering its adoption should be aware of its limitations in integration, the lack of a modern interface, a difficult learning curve and issues with the mobile application.
Wolken Service Desk IT Help Desk Software

Wolken Service Desk Pros

  1. Customizable Workflows: Wolken Service Desk offers a highly configurable system, allowing businesses to tailor workflows to their specific needs and internal processes.
  2. Omni-Channel Support: Wolken ensures that users can interact with the service desk via email, chat, phone, or social media seamlessly.
  3. Data Analytics and Reporting: Wolken provides comprehensive reporting tools that enable businesses to derive insights from their data, facilitating informed decision-making.
  4. Cloud-Based Solution: Its cloud-based approach ensures minimal downtime, regular updates, and accessibility from any location, making it ideal for dispersed teams.
  5. Knowledge Base Integration: The platform incorporates an integrated knowledge base which helps reduce ticket volume by providing users with self-service solutions to common problems.
  6. Robust Security: Wolken Service Desk emphasizes security, implementing strong measures to ensure data integrity and confidentiality.

Wolken Service Desk Cons

  1. User Interface: Some customers reported that the platform's interface lacks a modern look and could benefit from a more intuitive design.
  2. Integration Challenges: Wolken has limitations in terms of integrating with some third-party applications, which can restrict its functionality for certain businesses.
  3. Learning Curve: The platform can be very complex for new users, and adequately training the team to use it effectively will take time and require professional services.
  4. Mobile Application Limitations: Customer feedback indicates that the mobile application needs substantial improvement in terms of functionality and user experience.
  5. Ticketing System Nuances: Many customers have said that the ticketing system has certain quirks that can occasionally disrupt the workflow.
  6. Limited Automation Capabilities: Wolken's automation features are somewhat limited, potentially requiring manual intervention in certain scenarios.
Company Ownership: Start-up & venture capital funded.
Headquarters: India
R&D and Technical Support: India

Additional Resources

Pricing not available. Must speak with a partner reseller or sales person.
Wolken Service Desk IT Help Desk Software Reviews

C2 ATOM ITSM

C2 ATOM provides a comprehensive IT help desk solution tailored to meet varied organizational needs, enriched by its automation and integration capabilities. However, businesses must weigh its many positive features against the high price, reported software lags, technical support concerns and a complex implementation.
C2 ATOM ITSM IT Help Desk Software

C2 ATOM ITSM Pros

  1. Highly Configurable: C2 ATOM is renowned for its customizability, allowing organizations to align the tool with their specific operational needs and industry standards.
  2. Cloud-Based Architecture: C2 ATOM facilitates easy deployment and scalability, ensuring businesses can grow without facing significant system-related hindrances.
  3. Advanced Automation: The platform supports advanced automation capabilities, which help streamline tasks, reduce human error, and improve efficiency in ticket resolution.
  4. Integration Capabilities: C2 ATOM can seamlessly integrate with several third-party applications, enabling a unified IT ecosystem that fosters efficient data flow and process synergy.
  5. User-Centric Design: The intuitive interface enhances user adoption rates and minimizes the learning curve, which can be pivotal for the effective implementation of the tool.
  6. Robust Reporting and Analytics: The system provides a comprehensive suite of reporting tools, allowing decision-makers to derive actionable insights from their operational data.

C2 ATOM ITSM Cons

  1. Price Point: For some small to medium-sized enterprises, the cost of C2 ATOM may be too steep, especially when considering the total cost of ownership.
  2. Speed/Performance Issues: Many customers have reported software lags and unresponsiveness, which can interrupt the IT team and affect productivity.
  3. Limited Customization in Pre-defined Modules: Some customers have reported that the pre-defined modules lack the flexibility desired by specific businesses.
  4. Technical Support Concerns: Many customers have expressed that the response time from the technical support team, especially during critical issues, needs substantial improvement.
  5. Complex Implementation: The tool can sometimes become complex, leading to challenges during the implementation phase requiring additional professional services.
  6. Mobile Experience: The mobile application of C2 ATOM, according to some customers, lacks certain functionalities and would benefit from additional R&D investments.
Company Ownership: Start-up & venture capital funded.
Headquarters: Quebec, Canada
R&D and Technical Support: Quebec, Canada

Additional Resources

Trial account not available from website.
C2 ATOM ITSM IT Help Desk Software Reviews

Vision Helpdesk

Vision Helpdesk is a good tool, especially hailed for its blended ticketing and multi-brand support. However, potential customers should be aware of the steep learning curve, user interface concerns, integration problems, and software bugs.
Vision Helpdesk IT Help Desk Software

Vision Helpdesk Pros

  1. Comprehensive Multi-Channel Support: Vision Helpdesk seamlessly integrates various communication platforms - be it email, chat, or social media. This ensures that businesses can engage with their customers across diverse platforms without any hitches.
  2. Blended Ticketing System: This unique feature allows different forms of tickets, whether they be task-related, stemming from assets, or typical support issues, to be managed within a unified environment.
  3. Satellite Help Desk: For businesses managing multiple brands, this feature is invaluable. It lets businesses offer support for various brands from one location, but to the end customer, the support appears distinct and brand specific.
  4. ITIL/ITSM Compliance: Vision Helpdesk's compliance with ITIL standards means that it brings to the table a structured and industry-approved approach to IT service management.
  5. Robust Automation: The software offers strong automation tools. These tools streamline routine tasks, ensuring that tickets are assigned promptly, follow-ups are done on time, and resolutions are quicker.
  6. Effective SLA & Escalation: Vision Helpdesk ensures that businesses never drop the ball on their commitments by offering a robust Service Level Agreement and escalation management tools.

Vision Helpdesk Cons

  1. Steep Learning Curve: New customers may find the software initially overwhelming as there is so much to learn even for a simple deployment.
  2. User Interface Concerns: Many customers have indicated that the user interface should be more intuitive and modern, and a redesign should be undertaken.
  3. Mobile Application Shortcomings: The mobile application lacks in terms of performance and functionalities compared to its desktop counterpart.
  4. Integration Hiccups: Not all third-party tools might be readily integrable, leading to additional customization efforts the need for professional services.
  5. Constraints in Customization: Customers have reported that there are significant constraints in reporting, and they desire more flexibility.
  6. Software Bugs: Customers have reported that Vision Helpdesk has a significant share of software bugs.
Company Ownership: Start-up & venture capital funded.
Headquarters: India
R&D and Technical Support: India

Additional Resources

Vision Helpdesk IT Help Desk Software Reviews

Vivantio

Vivantio Helpdesk is an adaptable and feature-rich solution suited for a range of businesses. Its customization and unified platform are strengths including both robust functionalities and scalability. However, current customers have stated the following to consider before purchase: interface is lacking, poor integration capabilities, complexity of deployment, ongoing software bugs, and a poor mobile app.
Vivantio IT Help Desk Software

Vivantio Pros

  1. Scalable Solution: Vivantio stands out for its adaptability to both small businesses and medium enterprises. Its modular design allows companies to select functionalities they need so they do not pay for functions that will not use.
  2. Unified Platform: One of Vivantio's strongest suits is its integrated platform that combines service management and automation, providing teams with a unified workspace, which can greatly enhance productivity and efficiency.
  3. Strong Customization: The software offers a high degree of customization, allowing businesses to tailor its look, feel, and functionality according to their unique needs.
  4. ITIL-Compliant: Vivantio's alignment with ITIL best practices ensures that businesses get a structured and standardized approach to service management, enhancing service delivery processes.
  5. Robust Reporting Tools: The in-built reporting and analytics tools of Vivantio provide detailed insights, aiding in data-driven decision-making processes.
  6. Efficient Asset Management: Apart from the usual ticketing system, Vivantio excels in IT asset management, making it easier for IT departments to manage and track hardware and software assets.

Vivantio Cons

  1. User Interface Concerns: Many customers have reported that the user interface could benefit from a modern facelift to enhance user experience.
  2. Training Requirement: Given its extensive suite of features, businesses might find that they need dedicated training sessions and professional services to get their teams up-to-speed.
  3. Integration Challenges: Not all third-party applications can be integrated without some technical workarounds.
  4. Software Bugs: Customers have reported ongoing software bugs that can cause short-term disruptions and potential security issues.
  5. Pricing Model: The software’s pricing model can sometimes be complex for customers to understand.
  6. Limited Mobile Features: The Vivantio mobile app is not as comprehensive as the desktop.
Company Ownership: Start-up & venture capital funded.
Headquarters: United Kingdom
R&D and Technical Support: United Kingdom

Additional Resources

Trial account not available from website.
Vivantio IT Help Desk Software Reviews

ChangeGear by Serviceaide

ChangeGear is a quality IT Service Management tool, enriched by its many capabilities and ITIL alignment. However, any new customer should consider the issues of difficult integration, slow performance, limited customization and mobility, and confusing pricing.
ChangeGear IT Help Desk Software

ChangeGear Pros

  1. Powerful Features: ChangeGear leverages some technology, offering predictive analytics and advanced automation features, which in turn drives rapid issue resolution and proactive problem management.
  2. ITIL-Aligned: Ensuring compliance with industry standards, ChangeGear is constructed around ITIL best practices.
  3. User-Friendly Interface: ChangeGear offers a modern, intuitive interface which enhances user experience, ensuring that both IT professionals and end-users find the platform accessible and straightforward.
  4. Configurability: ChangeGear offers a high level of configurability, allowing organizations to tailor functionalities to their specific requirements.
  5. Integrated Knowledge Base: An integral component of ChangeGear is its robust knowledge base, aiding in self-service and reducing repeat incidents by providing users with resolutions to common issues.
  6. Comprehensive Reporting: With its advanced reporting and analytics tools, ChangeGear provides businesses with actionable insights, assisting in continuous improvement efforts and data-driven decision-making.

ChangeGear Cons

  1. Learning Curve: The extensive features and functionalities of ChangeGear can be a double-edged sword. New customers will most likely require considerable time and training to familiarize themselves with the system.
  2. Integration Issues: Connecting it with certain third-party tools might not always be seamless, necessitating time-consuming workarounds.
  3. Performance Issues: Many customers have reported significant software application lags and delays, especially when the database is more than a few years old.
  4. Customization Limitations: There are areas where ChangeGear might not allow deep customization, which might not sit well with businesses with very niche needs.
  5. Pricing Transparency: Potential customers have found the pricing structure confusing, with some hidden costs emerging at later stages.
  6. Mobile Application: The mobile application does not offer the same robustness or comprehensiveness as the desktop version.
Company Ownership: Start-up & venture capital funded.
Headquarters: USA
R&D: USA
Technical Support: New York, New York (USA)

Additional Resources

Pricing not available. Must speak with partner reseller or sales organization.
Trial account not available from website.
ChangeGear by Serviceaide IT Help Desk Software Reviews

The Top 15 Must-Have Features of IT Help Desk Software

IT Help Desk software plays a crucial role in streamlining IT operations and ensuring prompt and effective resolution of issues. Here are the top 15 must-have features for such software:
  1. Ticket Management: Allows users to create, update, and track the status of incidents or service requests.
  2. Automation and Workflow Tools: Automates repetitive tasks and directs tickets based on criteria like severity, category, or user group.
  3. Knowledge Base: A centralized repository of solutions to common issues, aiding in quicker problem resolution and facilitating self-service.
  4. SLA Management: Ensures that IT services are delivered within agreed-upon timeframes, helping prioritize and escalate tickets based on predefined service level agreements.
  5. Multi-Channel Support: Allows users to raise tickets via various channels such as email, chat, phone, and even social media.
  6. User Portal: A self-service portal where end-users can log issues, track ticket progress, and access the knowledge base.
  7. Asset Management: Tracks and manages all IT assets, ensuring software compliance and aiding in lifecycle management.
  8. Reporting and Analytics: Provides insights into help desk performance, ticket trends, technician productivity, and customer satisfaction.
  9. Remote Support Integration: Enables technicians to remotely access and control a user's device for quicker issue resolution.
  10. Mobile Access: A mobile app or mobile-responsive design ensures IT staff can address issues from anywhere.
  11. Customization and Configurability: Allows the software to be tailored based on an organization's unique processes and needs.
  12. Collaboration Tools: Features like shared notes, chat, or integration with collaboration platforms to aid in internal communication.
  13. Escalation Mechanisms: Ensures that tickets which aren't resolved at initial levels are escalated appropriately, based on rules and timeframes.
  14. Security Features: Role-based access control, audit logs, encryption, and compliance mechanisms to safeguard data.
  15. Integration Capabilities: Ability to integrate with other tools such as CRM, ERP, and monitoring systems, ensuring a seamless IT ecosystem.