Categories   >   Service Request Software
Last Reviewed: November 20th, 2024

Best Service Request Software Of 2024

What is Service Request Software?

Service Request Software operates as a central hub for managing, tracking, and resolving customer service inquiries. It addresses problems including customer communication difficulties, lengthy resolution times, and tracking challenges. It's vital for creating efficient customer support systems, boosting customer satisfaction, and improving overall business performance. Core functionalities generally encompass ticketing systems, workflow automation, reporting tools, and customer self-service portals. One emerging feature is integration with AI-powered chatbots for initial customer interaction. Industries witnessing high customer interaction volumes, such as retail or telecommunications, typically benefit the most. Nevertheless, businesses should consider potential limitations. The software will be as good as the data inputted and may require substantial training time for effective use. In summary, Service Request Software is an essential tool for businesses committed to delivering exceptional customer service and tracking their performance in doing so.

What Are The Key Benefits of Service Request Software?

  • Improves customer communication
  • Speeds up resolution times
  • Enhances tracking capabilities
  • Boosts customer satisfaction
  • Centralizes service requests
  • Automates workflow processes
  • Offers detailed reporting
  • Facilitates customer self-service
  • Improves team productivity
  • Integrates with chatbots
Read more

Overall

Based on the latest available data collected by SelectHub for 39 solutions, we determined the following solutions are the best Service Request Software overall:

Zendesk
Zendesk
Start Price
$55
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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Why We Picked Zendesk

Zendesk For Service offers streamlined tools for businesses of all sizes. It excels in features like ticket management, collaboration and knowledge management. Its interface is easy to use and understand, and there are plenty of onboarding resources for new users. The platform also offers numerous integrations with programs like CRM systems, project management tools and collaboration tools like Slack.

While users praised the comprehensive features and level of customization offered by the platform, they also said that this can make the learning curve steeper. Some customers were also disappointed by the lack of advanced reporting tools, the unresponsiveness of customer support and high cost for small businesses. All in all, Zendesk is a scalable and feature-rich solution for businesses looking for an efficient ticketing and support tool.

Pros & Cons

  • Ticket Management: 83% of users who talked about Zendesk’s ticket management features had a positive experience and praised the platform.
  • Ease of Use: 64% of users who talked about their onboarding and general experience using the platform said Zendesk was easy to use and learn.
  • Integrations: 57% of reviewers who mentioned integrations were happy with the range and variety of integrations available.
  • Knowledge Management: 83% of users who mentioned using the knowledge management and help center tools said they had a positive experience.
  • Collaboration: 92% of users who talked about Zendesk’s collaboration tools said that the platform made external and internal collaboration and communication easier.
  • Reporting: 55% of users who talked about the platform’s reporting and analytics tools complained about the lack of advanced reporting tools, especially on cheaper plans.
  • Customer Support: 70% of users who talked about contacting Zendesk customer service expressed dissatisfaction with their experience.
  • Cost: 100% of users who talked about pricing said that the cost of the platform was quite high for small businesses and businesses in developing countries.

Key Features

  • Ticketing System: Offer high-quality customer support across various channels with pre-built dashboards, automation, customer ticket fields and dynamic forms. Avoid misplacing tickets, produce faster resolution and boost the bandwidth via robust tools such as CSAT ratings, routing, service-level agreements and time tracking. 
  • Omnichannel Support: Offer quick and seamless customer support through multiple channels including email, phone, chat, customized chatbots, a website, WhatsApp, messaging, Facebook and Twitter to ensure faster resolutions 
  • Messaging and Live Chat: Engage in long-term, personalized conversations with customers to deliver instant support without any repetitions. Help customers get instant answers via bots and integrated programs with the ability to turn to a live agent whenever needed. 
  • Help Center: Give customers access to knowledge base articles and automated suggestion pop-ups to enable a streamlined and efficient self-service. Convert essential issues in the community into resolvable tickets and update reusable content from help centers and articles through content blocks. 
  • Voice Support: Deliver instant support to customers with a cloud-based voice solution, plug into 90+ telephone providers. Extend voice capabilities with services including redaction, quality assurance and advanced call transcriptions. 
  • Community Forums: Create a platform for customers to collaborate, provide feedback, review the product, and answer other user’s questions. Help them reach out for the most relevant services. 
  • Reporting and Analytics: Analyze how customers use websites, products, services and various support channels. Determine ways to improve the experience by getting instant access to insights and identifying problem areas via customizable, pre-built dashboards. 
  • Knowledge Base: Help customers get to know the services and products better by creating easy-to-read articles with rich formatting and translations to 40+ languages for a localized customer experience. 
Splunk
Splunk
Start Price
$150
Per GB, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked Splunk

Splunk is a robust security and incident-monitoring platform for operations support. Event logs, alerts, security management and KPI tracking make it a robust enterprise solution. Search, storage and analysis are its strong points.

We referenced online reviews for the past 18 months for this synopsis.

About 92% of data workers said its incident review dashboard enables easy system monitoring. The capability to design dashboards with the option to drill down into data is an asset. Some users said they would like to have more visualizations.

It garnered high praise for real-time incident monitoring. During our research, an oft-repeated sentiment was that users would not want to revert to previous tools.

About 84% of knowledge workers reviewing functionality said the solution had substantial data collection and analysis capabilities. Around 65% of reviewers reported it was easy to use and had a readable log format.

About 96% of the users citing pricing said it was costly but praised it for delivering on its promise and worth every penny. It can be complex to learn, and there’s a significant learning curve, according to around 77% of data workers who mentioned adoption.

Slow loads and delayed responses were at the top of the minds of around 61% of users when discussing performance. According to Enlyft, mid-sized enterprises form a large chunk of the user base, and understandably so, as its steep price can deter small players.

Pros & Cons

  • Data Visualization: About 92% of users mentioning dashboards praised its rich displays and many options to create custom views.
  • Functionality: Around 84% of users reviewing capabilities praised its rich feature set.
  • Ease of Use: Almost 65% of users citing user-friendliness praised the platform for making log analytics accessible.
  • Deployment: About 61% of users reviewing deployment said the system was easy to set up.
  • Pricing: Around 96% of users mentioning cost found it expensive.
  • Learning Curve: Deep learning is required to use the platform, approximately 77% of users referencing training said.
  • Performance: About 61% of users reviewing performance said it slowed down when handling complex queries.

Key Features

  • Data Integration: Pull data from on-premise, cloud, streaming sources and machines. Include relational databases using Splunk DB, an add-on module. Splunk doesn’t support SQL databases otherwise.
  • Device Diversity: Gather user and system data from personal and network devices, servers and IoT sensors. Access reports and dashboards on a web interface from iPads, TVs and phones.
  • SPL: Search, filter and analyze data with a powerful query language. Boost adoption with natural language commands using Splunk AI.
  • Interactive Dashboards: Create custom KPI displays using the dashboard editor. Click on visualizations to link to other dashboards, drill down and run new searches.
  • Reporting: Understand data using statistics and create advanced reports using the existing BI tech stack. Calculate typical values in a dataset using averages and medians. Measure how each value differs from the mean and each other.
ServiceNow
ServiceNow
Start Price
$4,500
Per User, Annually
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked ServiceNow

ServiceNow's Help Desk Software receives consistent praise for its intuitive interface, robust automation capabilities, and comprehensive reporting features. Users appreciate its ability to streamline workflows, improve efficiency, and provide real-time visibility into support operations. However, some reviewers note that its complex configuration and customization options can be daunting for small teams or those with limited technical expertise.

Compared to similar products, ServiceNow stands out for its scalability, enterprise-grade security, and extensive integration options. Its ability to handle large volumes of support requests and integrate seamlessly with other business systems makes it a popular choice for large organizations. However, its higher cost and steep learning curve may not be suitable for smaller businesses or those with less demanding support needs.

Overall, ServiceNow's Help Desk Software is best suited for large organizations seeking a comprehensive and scalable solution. Its strengths in automation, reporting, and integration make it a valuable tool for streamlining support operations and improving customer satisfaction.

Pros & Cons

  • Robust Ticket Management: Efficiently manage and track tickets from submission to resolution, with customizable workflows and automated notifications.
  • Seamless Integrations: Effortlessly connect with other business systems, such as CRM, ERP, and HR, for a unified view of customer interactions.
  • Comprehensive Knowledge Base: Empower users with self-service options by creating and managing a searchable knowledge base of FAQs and solutions.
  • Automated Workflows: Streamline processes by automating repetitive tasks, such as ticket assignment, escalation, and status updates.
  • Real-Time Analytics: Gain valuable insights into performance metrics, customer trends, and areas for improvement through customizable dashboards and reports.
  • Mobile Accessibility: Provide remote teams and users with access to the help desk platform anytime, anywhere, through mobile applications.
  • Enhanced Collaboration: Foster teamwork and knowledge sharing among support agents through integrated chat, forums, and collaboration tools.
  • Scalability and Flexibility: Easily adapt the platform to changing business needs, with the ability to handle large volumes of tickets and integrate with new systems as required.
  • Excellent Customer Support: Receive dedicated support from ServiceNow's team of experts to ensure smooth implementation and ongoing assistance.
  • Proven Track Record: Leverage a platform trusted by leading organizations worldwide, with a proven track record of delivering exceptional help desk solutions.
  • Steep Learning Curve: Navigating ServiceNow's complex interface and functionality requires significant training and experience, leading to slow adoption and productivity challenges.
  • Customization Limitations: While ServiceNow offers customization options, they can be restrictive and time-consuming, hindering organizations from tailoring the platform to their specific needs.
  • Costly Implementation: Implementing ServiceNow can be expensive, involving licensing fees, professional services, and ongoing maintenance costs, which may not align with all budgets.
  • Limited Reporting Capabilities: ServiceNow's built-in reporting features may fall short of providing comprehensive insights and analytics, requiring additional third-party tools or custom development.
  • Slow Performance: Users have reported instances of slow performance and responsiveness within ServiceNow, particularly during peak usage times, affecting productivity and user satisfaction.

Key Features

  • Customer Service Management: Enable the back, middle and front offices to address customer issues and automate common requests prudently. Get access to robust tools such as dashboards, cross-portal search and activity feed to enhance the customer experience and improve the team’s productivity. 
    • Communities: Connect customers with peers to solve problems, share ideas, solutions and experiences and find answers via online forums. 
    • Gamification: Encourage engagement through elements like levels, points and badges. 
    • Case Integration: Escalate unanswered questions or issues into cases manually or automatically. 
    • Harvest Knowledge: Allow moderators to turn solutions into knowledge articles.
  • Knowledge Management: Offer a customer-grade search experience to users with contextual knowledge powered by AI capabilities and machine learning. Monitor timelines, knowledge use, aging, gaps and feedback via dashboards and analytics to fine-tune processes and content. 
  • Microsoft Word Authoring: Offer a familiar writing experience to users with a Microsoft Word online integration. Create reusable knowledge articles to reduce repetition and redundancy 
  • Feedback Management: Manage feedback with exceptional automatic closed-loop processes. 
  • Performance Analytics: Solve customer issues with better insights into real-time trends and patterns. Improve team productivity and decrease repetitions and failures with dashboards, analytics hub, spotlights and KPI signals. 
  • Subscription: Allow users to subscribe to a knowledge base, articles and to receive automatic notifications about any new content. 
  • Virtual Agent: Help customers resolve issues instantly via an AI-powered chatbot. Transfer conversation history to the most appropriate agent who can resolve issues quickly through live-agent hand-off. Use a built-in NLU engine to connect Microsoft LUIS and IBM Watson Assistant to identify map entities and intents. 
Streak CRM
Streak CRM
Start Price
$0
Free, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked Streak CRM

Built into Gmail, Streak ensures efficient email marketing, as users can check if an email is opened or read, deliver mass emails, send follow-ups, schedule emails and more. Additional strengths include data organization and greater productivity via G Suite integration. However, the free version has restrictions on how many emails can be tracked and doesn’t offer detailed tracking data. Reviewers also noted that the user interface needs improvement and that there are technical issues to address. Overall, it’s a decent software with a number of useful features.

Pros & Cons

  • Email Marketing: Robust features include open and read rates, bulk emails, scheduling and more, according to more than 82% of users who mention email marketing.
  • G Suite Integration: The software ensures efficient process by connecting with G Suite, as noted by almost 90% of reviewers who mention this aspect.
  • Free Plan: Every user who references the free plan indicated it’s very useful and caters to almost every requirement.
  • Centralized Data: The software aids efficient data management, as noted by every reviewer who mentions this feature.
  • Reminders: Every user who refers to this feature liked the ability to frequently follow up
  • Ease of Use: More than 62% of reviewers who reference this feature noted the platform is easy to navigate.
  • Customer Communication: Streak aids effective customer engagement according to all users who mention this feature.
  • Customer Support: According to almost 60% of users who mention this element, the customer service needs improvement, with slow responses and irregular quality cited as a couple issues.
  • Lack of Free Features: While the free plan is useful, 80% of reviewers felt it would be helpful to have more features.
  • Location: Every user who mentions this feature observed that the software doesn’t reflect senders’ geographical location.

Key Features

  • Pipelines: Streak CRM lets you create an unlimited number of pipelines, and with a Professional or Enterprise plan, you can also create unlimited rows (called items) within each pipeline. Filters, groups, sorting and search features let you configure pipelines based on the view you need and then save that view to share with team members. You can also link related pipeline items for quick navigation between the two. 
  • Boxes: Each box represents a contact, lead or whatever else you want to track. They act as the building blocks of your pipeline and are what you move through the stages. Boxes can contain information like emails, contacts, comments, notes, tasks, file attachments, data fields and more. 
  • Customizable Workflows: The software allows you to configure your workflow to fit your processes. You can add, delete or move pipeline stages, as well as color-code them for easy tracking. 
  • Alerts: The view tracking feature sends a notification when a recipient reads your message. You can sort emails in your Sent folder based on whether they’ve been viewed or not, so it’s clear which contacts require follow-up. 
  • Mail Merge: If you need to send mass emails that include personalization, this feature has the necessary capabilities. You can pull data from your pipeline to personalize elements like company info or recipient name. The preview mode lets you proof emails before sending. 
  • Send Later: You can schedule emails to send at a predetermined time and edit or cancel them from the draft view. 
  • Snippets: With this feature, which acts as a template, you can create a library of most-used emails to reuse whenever needed. Shortcuts allow you to insert the content quickly. The templates are shareable among team members. 
  • Reporting: Available with the Professional and Enterprise plans, this feature lets you generate reports based on the data in your pipelines. The system offers built-in sales and pipeline reports that can be customized, downloaded and shared via email. Sales reports let you track information like the total value currently in your pipeline, the value per stage, close rate, projected close value and more. Pipeline reports include total interactions, stage flow, the number of boxes assigned to each user and the number of boxes in any given stage. 
  • Permissions: With a Professional or Enterprise plan, you can control who views and edits information in the system. Owners act as the administrators, with the ability to edit teams, roles, pipelines and other settings. Members are limited to viewing pipelines and contacts, and can’t change user roles or team members. 
Intercom
Intercom
Start Price
$39
Per Seat, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked Intercom

Intercom offers a comprehensive platform to manage communications and increase engagement, via chatbots, product tours, email campaigns, automated answers and more. Based on user reviews, the product offers an intuitive interface, excellent customer support and useful onboarding resources. Users appreciated that they can customize automated tasks and in-app messages.

Many reviewers also liked that they can assign conversations, use add-ons, send emails, send attachments and handle all customer outreach from a single platform. However, some users mentioned that the product is expensive and has limited reporting capabilities. All things considered, Intercom is a great solution for businesses in need of a complete communications platform.

Pros & Cons

  • Usability: The platform is easy to use, straightforward and intuitive, according to 94% of users who commented on this aspect.
  • Customer Support: According to 74% of users who mentioned this, support reps are knowledgeable and helpful.
  • Training: Of the total users who commented on this feature, 90% liked the onboarding resources, training guides and simplicity of navigation.
  • Communication: 90% of users who commented on this appreciated being able to answer a high volume of questions, customize bots, automate responses and organize conversations.
  • Value for Money: The pricing is hard to understand and skews expensive, according to 100% of users who mentioned this.
  • Reporting: According to 67% of users who reviewed this feature, internal reports are limited and inaccurate.

Key Features

  • Mobile Carousels: Manage communication with a customizable, code-free interface on a single or multiple screens. Request device permissions, add deep links, send dynamic carousel messages, open URLs, start conversations in the messenger and give users the option to chat with support. 
  • Team Messaging: Organize and respond to conversations on web, mobile and email and social channels from a central location. Create separate inboxes for support and sales, set permissions and use notes to collaborate on difficult questions.  
  • Product Tours: Create customizable interactive guides to orient new customers and explain products.  
  • Series Visual Campaign Builder: Use a drag-and-drop visual campaign builder to create behavior-based customer messaging campaigns. Send in-app and in-product messages and make feature announcements. Adjust paths for wait time, message type and unique tags. 
  • Conversational Support: Manage, route and prioritize conversations. Automate answers to common questions with the Resolution Bot. Customize user experience with intelligent chatbots based on customer behavior. 
  • Customer Data: Track unique business and customer data, like business type, location, pricing plan, product type and spend. Integrate data from a tech stack to personalize interactions and keep information up to date.
Freshdesk
Freshdesk
Start Price
$15
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Why We Picked Freshdesk

Freshdesk garners praise for its user-friendly interface and intuitive design, which minimizes training time for new agents and gets them up to speed faster. This is particularly important for businesses with high agent turnover or seasonal spikes in support requests. When compared to competitors offering a steeper learning curve, Freshdesk allows teams to become productive quicker, leading to faster issue resolution and improved customer satisfaction. However, Freshdesk's free plan, while suitable for small teams or those starting out, can be limiting for businesses requiring advanced features. Features like custom automations, powerful reporting, and integrations are often reserved for paid plans. This can be a dealbreaker for businesses seeking a comprehensive help desk solution without a significant upfront investment. Here, competitors offering more robust functionalities in their free tiers might be more suitable. Overall, Freshdesk shines for its user-friendliness, scalability, and mobile accessibility. The ability to customize the platform to fit specific workflows and the availability of mobile apps for agents and customers are valuable assets. However, its limited free plan functionality and potentially complex reporting can be drawbacks. Freshdesk is best suited for small and medium-sized businesses seeking an easy-to-use and scalable help desk solution, particularly those with limited technical expertise or a mobile workforce. For larger enterprises with complex workflows or multilingual customer bases, competitors offering more powerful reporting capabilities or broader language support might be a better fit.

Pros & Cons

  • User-Friendly Interface: Freshdesk is praised for its intuitive design and straightforward navigation. This minimizes onboarding time for new agents and reduces the learning curve, allowing them to become productive more quickly. Think of it as a user-friendly smartphone app compared to a clunky, feature-laden desktop program. This ease of use translates into faster issue resolution and improved overall efficiency.
  • Scalability & Customization: Freshdesk caters to businesses of all sizes, from startups to large enterprises. Its flexible plans and customization options allow businesses to tailor the platform to their specific needs. For instance, a small team might prioritize a simple ticketing system, while a larger organization can leverage features like custom automations or in-depth reporting for more complex workflows.
  • Mobile Accessibility: Freshdesk offers mobile apps for agents and customers, enabling them to access the platform and manage inquiries on the go. This is particularly valuable for remote teams or situations where agents need to be available outside the office. Imagine a field technician using the mobile app to update a customer ticket while on-site, improving responsiveness and streamlining the resolution process.
  • Limited Free Plan Functionality: While Freshdesk offers a free plan, it can be restrictive for businesses with growing needs. Features like custom automations, advanced reporting, and integrations are often reserved for paid plans. This can limit its usefulness for businesses seeking a comprehensive help desk solution without upfront investment.
  • Reporting Complexity: Freshdesk's reporting capabilities, particularly in lower-tier plans, can be cumbersome to navigate and require some technical expertise to generate insightful data. Some users report that creating custom reports or filtering data can be time-consuming, hindering efforts to effectively track key performance indicators (KPIs) and measure support team effectiveness. Imagine sifting through an overflowing email inbox to find a specific message compared to having a well-organized filing system with clear labels.
  • Limited Multilingual Support: Freshdesk's interface and support resources are primarily available in English. This can be a drawback for businesses operating in international markets or with a multilingual customer base. While some basic translations are available, they might be limited or not comprehensive, potentially hindering effective communication with non-English speaking customers and agents.

Key Features

  • Ticketing Management: Deliver higher quality customer service with collaborative ticketing. Convert customer issues from different channels into resolvable tickets. Offers: 
    •  Team inbox to prioritize and assign tickets based on keywords. 
    •  AI-supported ticketing to improve agents’ efficiency and save time. 
    •  SLA management to measure agents’ performance and set customer expectations for response times. 
  • Omnichannel: Consolidate various support-related communications channels like email, phone, chat, website, WhatsApp, Facebook and Twitter to ensure a seamless customer experience as well as faster query resolution. 
  • Service Management: Create service tasks and field technician groups for tickets on the basis of location, priority and other aspects. To manage field operations, it also includes: 
    •  Scheduling dashboard to keep track of appointments, tasks and field team workloads. 
    •  Mobile field service to keep technicians updated on the fly. 
    •  Automated time-tracking to monitor billable hours. 
    •  Single swipe attachment of customer signatures to the service tasks via the mobile app. 
  • Reporting and Analytics: Schedule reports at regular intervals and customize them according to various requirements. Access actionable insights using data in different chart styles and visualizations. 
  • Customization: Customize workflows, customer portal and agents for optimum productivity based on specific business requirements. Its customization can be leveraged in the following ways: 
    •  Customized ticket forms. 
    •  Custom URL for smooth customer experience. 
    •  Building and integration of customized apps. 
    •  Custom segmentation of customers for personalized support. 
  • Automation: Automate notifications to agents and customers for any updates in their tickets. Automatically execute maintenance activities and implement actions on tickets based on the time lapsed since an event. 
  • Identity and Access Management: Allow and restrict agents as well as customers to log in to their accounts using single sign on script from anywhere using IP whitelisting and a VPN. 
  • Customer Self-Service: Enable efficient customer self-service with automated suggestion pop ups, knowledge base articles and by converting critical issues in the community into resolvable tickets. 
Bitrix24
Bitrix24
Start Price
$39
Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Why We Picked Bitrix24

Bitrix24 is a collaboration platform that handles various tasks such as communications, notifications, subscriptions, reporting, workflow management and more. Automation, customization and integrations are a few noteworthy features. However, reviews noted that there are too many features and that the platform isn’t user-friendly. In addition, users found customer support unhelpful. Overall, it has all the basic CRM features along with extras like project management not always found in CRMs. That, along with a free subscription, makes it a good choice for companies on a tight budget.

Pros & Cons

  • Budget-Friendly: 87% of users mentioning this aspect suggested that the software is inexpensive and fits well for any size organizations, providing good value for the price.
  • Workflows: It automates many tasks to make work easier, according to 88% of reviews about workflows.
  • Report Generation: 64% of user reviews referencing this feature indicated the reporting tool is useful.
  • Integration: The platform integrates all the necessary applications that users need, as observed by 67% of reviewers mentioning integration.
  • Customization: Users can customize Bitrix24 based on their needs, according to 66% of reviews mentioning customization.
  • Device Compatibility: It works well on all kinds of devices and various digital networks, according to 75% of users who reference compatibility.
  • User Interface: 57% of users mentioning the UI said it was difficult to understand and use for daily operational tasks.
  • Customer Support: 100% of users who talked about support remarked that it wasn’t prompt and supportive in solving product-related queries.
  • Unnecessary Features: 50% of the users referring to capabilities noted the platform has many unnecessary features that never come to use.

Key Features

  • Pipeline Management: A kanban layout provides a visual view of your pipeline. The software supports custom deal stages and multiple pipelines. 
  • Campaign Management: This feature lets you build dynamic or static audience segments, run advertising campaigns on social networks, and set up campaigns across channels such as bulk mail and instant messaging. It includes campaign templates and metrics. 
  • Call Center Capabilities: Features include: 
    • PBX (private branch exchange) functionality for routing, queueing, voicemail, call transfers and forwarding, employee extensions, and recording.
    • Telemarketing features such as voice or SMS broadcasting, automatic call transcribing and callback requests.
    • Local numbers across more than 50 countries.
    • Integration with RingCentral and other VoIP tools.
  • Customer Support Tools: Post business hours, send canned replies, route and transfer conversations, and view client and supervisor ratings with a live support widget. A helpdesk feature provides tickets, SLAs, statuses and case priority. A multichannel contact center lets service teams provide email and telephone support, live chat, social media support and more. 
  • Document Management: Manage quotes and invoices, create custom documents, set up recurring invoices and build a product catalog. Documents support e-signature, and the kanban layout shows what stage invoices are at. Includes multi-currency support and tax capabilities, with accounting achieved via integrations with Xero and QuickBooks. 
  • Mobile Apps: Free iOS and Android apps are available. 
  • Self-Hosted Solution: The on-premise solution is a scalable platform offering: 
    • LDAP and Active Directory support.
    • Web clustering.
    • Multiple single sign-on (SSO) options and robust security features such as two-factor authentication and RSA encryption.
    • Modules for eLearning, a helpdesk and idea management, which aren’t available in the cloud version.
    • Access to the source code for full customization.
    • Deployment on any major server, including readiness for AWS deployment
    • 30-day trial.
ConnectWise Manage
ConnectWise Manage
Start Price
$25
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked ConnectWise Manage

ConnectWise Manage is an effective PSA tool capable of executing job costing, time tracking, ticketing, project management, sending purchase orders, connecting to machinery and more. It integrates with accounting, sales, other ConnectWise software and more in addition to keeping users organized by sorting client information, tickets and more. Although ConnectWise Manage occasionally lags in performance, has a high pricing plan, a scattered customer support base and a clunky interface, most users believe it's worth every penny.

Pros & Cons

  • Abundant Features: ConnectWise Manage is equipped with a variety of features such as client communication, time tracking, ticketing, lead tracking, reporting, delivering purchase orders, quoting and more, according to 62% of users.
  • Integratable: Approximately 69% of users reported that ConnectWise Manage integrates with a vast amount of products including other ConnectWise solutions, Automate, Auvik, and LogicMonitor as well as certain sales and accounting solutions.
  • Arrange Client Information: Users remain organized by sorting client contact information, crucial documents, tickets and more, as reported by nearly 100% of users.
  • Highly Configurable: Roughly 57% of users reported that ConnectWise Manage is modifiable to align with their business needs.
  • Overwhelming Setup: When conveying how they felt about implementation, 42% of users stated that the setup tables are not user-friendly and there's an overwhelming number of customization choices.
  • Dated Interface: Approximately 71% of users conveyed that the interface is ugly, old and clunky compared to Zoho and Bullhorn. Users also report that there's a tough learning curve.
  • Inconsistent Customer Support: ConnectWise Manage's customer support is on a hit-or-miss basis, according to 90% of users. Some customer support agents allocate the best solutions and some don't. There's also a slow response time in offering the ideal troubleshooting resources.
  • Lagging Mobile Capabilities: Roughly 100% of users stated that ConnectWise Manage's mobile app does not match with its desktop or cloud counterparts.
  • High Price Tag: The overall cost of the system combined with its varying levels of support comes with a high price tag according to approximately 100% of users.
  • Slow as Molasses: Precisely 100% of users say ConnectWise Manage has a slow loading time when performing various tasks, including opening the right help tickets.

Key Features

  • Help Desk: ConnectWise Manage can track all ticket requests as they enter the system through different avenues, such as live chat, phone and email. ConnectWise Chat allows clients to enable instant online chat functionality and logs the information learned through these communications. The help desk feature also includes a customizable ticketing dashboard where users can view factors such as time-to-resolution history, team resources and total billable hours. 
  • Agreements: This tool automates the management of client contracts along with recurring billing parameters. Agreement templates are included in the system and can be customized to adjust factors such as support coverage and billing rates. The program can also help prioritize tickets based on client expectations. 
  • Account Management: ConnectWise Manage contains a centralized system where all customer interaction is stored, including purchases, communications, tickets and products so that reiterative information isn’t entered and the sales process can be streamlined. The program also develops standardized workflows for tasks such as client onboarding and ticket resolution to ensure a consistent customer experience. KPI and financial reporting are included to see where a customer stands financially with a company. 
  • Sales and Marketing: This program enables users to create and track sales opportunities. Campaign metrics such as links clicked and emails opened can also be monitored to assist with lead scoring. Customizable HTML email templates are available to help target specific groups. Automatic notifications of deals to close, opportunities that were won and agreements to renew keep sales teams up-to-date and ensure that nothing slips through the cracks. 
  • Procurement: ConnectWise Manage can sync up with QuickBooks easily to facilitate operations between accounting and inventory management. The program allows users to visualize materials and products that need to be ordered per set minimum stock levels. The solution can also adjust inventory count and manage inventory quantities. Information can be shared between sales and procurement to provide more visibility into the work of other departments. 
  • Time Tracking and Billing: The system tracks billable and non-billable hours and can allocate them to specific agreements and SLAs. Accountability tools are included in the program to make the process of obtaining approvals less of a hassle. Time on-site can also be tracked through the solution so that users can ensure that they are getting paid for all of the time that they spend working on a project. 
  • Project Management: Sales opportunities can be quickly converted into projects so that nothing slips through the cracks between workflows and so that project-related tasks can begin immediately. ConnectWise Manage also gives users visibility over different project aspects such as resources, roadblocks, timelines and statuses. Project templates can be customized and used to streamline project workflows and ensure consistency. 
  • Reporting: ConnectWise Manage’s reporting functionality includes the ability to see how many assets an organization has on-hand along with inventory levels. Inventory management costs can be calculated based on this information. Tickets can also be reviewed, assigned and closed through this tool. 
Spiceworks
Spiceworks
Company Size
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Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked Spiceworks

Spiceworks is a cloud-based platform that offers on-the-go ticket management for Android and iOS devices. Users said it is easy to navigate and integrates well with active directories. Many customers also liked its network monitor feature that carries out tasks like CPU utilization and reports on hardware and memory.

However, some users also said that the UI could undergo some redesign for a better user experience and more usability. Because it lacks customization and automation options available, tasks can take a lot of time. In all, it’s a functional, affordable and feature-rich product that could be an ideal choice for new companies.

Pros & Cons

  • Implementation: According to 100% of users, the software is relatively easy to set up and configure.
  • Ease of Use: Approximately 89% of customers said that it is a simple ticketing system with basic and easy-to-use features.
  • Features: The helpdesk feature allows seamless issue tracking and updates to users while saving significant time, according to 100% of users.
  • Value for Money: According to 100% of users, it is free and works better than many other products.
  • User Interface: According to 50% of users, the user interface is a little bit clunky.
  • Customization: Few customization options are available, which makes tasks lengthy, according to 60% of customers.
  • Automation: Approximately 95% of users said that there's almost no automation available, so agents cannot manage different queues to route tickets.

Key Features

  • Tickets and Tasks: Check IT tasks and incidents regularly, accept and reply to tickets and close them quickly with private comments. Use custom fields to manage millions of tickets, track workflow processes and see response times. 
  • Directory Integration: Merge with the Active Directory to add end-users automatically. Tag them to tickets and authenticate them in the portal. 
  • Team Management: Assign tickets automatically to appropriate agents and check team performance metrics with the dashboard. 
  • Multisite Support: Serve clients from various locations by setting up user portals and individual sites that all roll up to a single master help desk. 
  • Asset Management: Scan subnets with an IP address for all types of hardware, including Mac and Windows, along with switches, routers, printers and more. Gather information regarding the manufacturer, open ports, MAC address, UPS devices, antivirus programs storage and software and hardware details with the on-premises tool. 
  • Software Tracking: Detect any troublesome and unwanted software on Mac and Windows servers and workstations with a downloadable element to optimize system workflows. 
  • Custom Reporting: Generate custom reports on all network assets to get easy-to-export data in the cloud or self-hosted version. 
  • Scheduled Scans: Set inventory scans at a pre-defined time and frequency with automated scanners to ensure everything is up to date and not slowing down the network. 
  • Dashboards: Monitor the connectivity between IT infrastructure and remote sites in real time to identify any issue with the ISP, web application and internal network quickly. 
  • Contract Tracking: Track vendor contract info in a single platform and get automatic alerts of upcoming expiration dates. 
  • Networking Tools: Trace any foreign IP address or troubleshoot a slow network with IP Lookup. Calculate network range, create a new subnet and convert CIDR notation easily to an IP range through Subnet Calculator. Check if a site is unavailable for all users or just ones from the specific network with a website down checker. 
LiveChat
LiveChat
Start Price
$20
Per User, Monthly
Company Size
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Deployment
Cloud On-Premise
Platform
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Why We Picked LiveChat

LiveChat is often praised for its user-friendly interface and ease of setup. It seamlessly integrates with various platforms and offers a wide range of customization options. One of its strengths is the ability to create automated chatbots, which can handle simple inquiries and free up agents for more complex tasks. LiveChat's analytics and reporting capabilities provide valuable insights into customer interactions, allowing businesses to optimize their support strategies. It compares favorably to similar products due to its comprehensive feature set, intuitive design, and robust reporting functionality. These factors are crucial for businesses seeking a reliable and efficient live chat solution.

However, some users have expressed concerns about occasional technical glitches and limited customization options for chatbots. Additionally, LiveChat's pricing can be a consideration for smaller businesses or those with limited budgets. Despite these minor drawbacks, LiveChat remains a top choice for businesses seeking a comprehensive and user-friendly live chat solution. Its strengths in ease of use, automation capabilities, and reporting functionality make it particularly suitable for businesses looking to improve customer support efficiency and gain valuable insights into customer interactions.

Pros & Cons

  • Seamless Customer Support: LiveChat enables real-time communication, allowing businesses to resolve customer queries promptly and efficiently, enhancing customer satisfaction.
  • Personalized Interactions: Agents can access customer history and context, facilitating personalized interactions that build stronger relationships and drive loyalty.
  • Increased Conversion Rates: LiveChat provides an opportunity to engage with website visitors proactively, addressing objections and guiding them through the conversion funnel.
  • Improved Team Collaboration: LiveChat fosters collaboration between agents, allowing them to transfer chats seamlessly and share customer information for effective problem-solving.
  • Comprehensive Analytics: LiveChat offers robust analytics that provide valuable insights into customer behavior, enabling businesses to optimize their live chat strategy and measure its impact.
  • Inconsistent Agent Availability: Users experience frustration when they are unable to connect with a live agent during critical moments, leading to unresolved queries and dissatisfaction.
  • Limited Customization Options: Predefined chat templates and inflexible chat window designs restrict businesses from tailoring the live chat experience to match their brand identity and specific needs.
  • Data Security Concerns: Users are hesitant to provide sensitive information through live chat platforms due to concerns about data privacy and the potential for security breaches.
  • Delayed Response Times: Slow response times can lead to frustration and abandonment, especially during peak hours when users expect immediate assistance.
  • Lack of Proactive Engagement: Live chat software that lacks proactive engagement features limits the ability of businesses to initiate conversations and proactively address customer needs.

Key Features

  • Ticketing System: This module streamlines and simplifies the process of managing tickets. Users can create tickets from email or chat, group related cases with tags, assign tickets, schedule automated follow-ups and track open cases via a dashboard. Any messages sent after hours are saved as a ticket so no conversations are left untouched. 
  • Chat Routing: This feature ensures that customers speak to the most suitable agent based on department (sales or service, for example). Incoming chats can be routed automatically based on criteria like URL, or they can enter a queue for agents to manually select from. 
  • Reporting: A range of reports and analysis tools grant visibility into support efforts for a better understanding of performance. Managers can project staffing needs, monitor agent activity, track effectiveness via ticket statistics, drill down based on tags or groups and view high-level metrics like number of chats. Reports can be scheduled and delivered in multiple formats including CSV and XLS. 
  • Marketplace: LiveChat offers integration with more than 170 third-party tools for CMS, CRM, help desk, analytics, email marketing and e-commerce. Integrations include Slack, Calendly, Dropbox, Salesforce, Google Analytics, Facebook Messenger, ChatBot and MailChimp. 
  • Eye-Catcher: This tool increases engagement with chat widgets by letting users add visuals like images and GIFs that help draw attention to the chat. 
  • Notifications: This feature prevents messages from going unanswered via visual and audio alerts. Users can select the type of notifications to receive — new messages, new chats, etc. 
  • File Sharing: Reps can provide information when needed through this feature, such as sharing tutorials or marketing collateral. Visitors can also share files. 
  • Chat Archives: Users don’t have to worry about losing historical information with the ability to refer to chat histories. This feature is included in all plans, but the Starter package has a limit of 60 days. 
  • E-Commerce: Managers are able to estimate and measure the effectiveness of LiveChat with tools for goal setting and sales tracking. 
  • Security: LiveChat provides robust security via SSL encryption, single sign-on (SSO), two-step authentication, credit card masking, access restriction and audit logs. It’s hosted on U.S. or E.U. data centers and supports IP blocking. 

COMPARE THE BEST Service Request Software

Select up to 2 Products from the list below to compare

 
Product
Score
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SelectHub’s Analyst Rating is based on data from our 400+ point analysis of Service Request Software, user reviews, and our own crowd-sourced data from our free software selection platform. Scores are periodically updated via ongoing selection projects and user activity within our platform.
Start Price
Free Trial
Company Size
Deployment
Platform
Logo
Zendesk
$55
Per User, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Zendesk
Splunk
$150
Per GB, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Splunk
ServiceNow
$4,500
Per User, Annually
No
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
ServiceNow
Streak CRM
$0
Free, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Streak CRM
Intercom
$39
Per Seat, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Intercom
Freshdesk
$15
Per User, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Freshdesk
Bitrix24
$39
Monthly
Yes
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Cloud On-Premise
Mac Windows Linux Chromebook Android
Bitrix24
ConnectWise Manage
$25
Per User, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
ConnectWise Manage
Spiceworks
Still gathering data
No
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Cloud On-Premise
Mac Windows Linux Chromebook Android
Spiceworks
LiveChat
$20
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Yes
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Cloud On-Premise
Mac Windows Linux Chromebook Android
LiveChat

All Service Request Software (39 found)

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LiveHelpNow

by LiveHelpNow
LiveHelpNow
LiveHelpNow provides omnichannel support solutions to make customer interactions smooth and convenient for agents. It offers real-time customer service communications over email, Facebook messenger, live chat and SMS. Customers can benefit from its self-help knowledge base. Other notable attributes include ticketing support, instant language translation, analytics and reporting, tracking and more.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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HappyFox

by HappyFox
HappyFox
HappyFox, a Help Desk Software, offers an efficient and user-friendly solution for businesses seeking to enhance their customer support. It streamlines communication channels, centralizing support requests from email, live chat, phone, and social media into a unified platform. HappyFox is particularly well-suited for small to medium-sized businesses looking to improve their customer service operations. Its notable benefits include ticket automation, customizable workflows, knowledge base management, and reporting and analytics. These features empower support teams to manage inquiries efficiently, track customer interactions, and gain insights into support performance. In comparison to similar products, HappyFox is praised for its intuitive interface, ease of use, and comprehensive functionality. Pricing is based on the number of agents and support channels required, ranging from a basic plan for smaller teams to enterprise-level options for larger organizations. HappyFox offers flexible payment options, including monthly or annual subscriptions.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Freshservice

by Freshworks
Freshservice
Freshservice is a sophisticated IT Service Management software designed to streamline and automate various IT-related tasks. It is particularly well-suited for organizations in industries such as technology, education, and healthcare, where efficient IT service management is crucial. The platform offers unique benefits like an intuitive user interface, robust automation capabilities, and seamless integration with other tools, enhancing productivity and reducing downtime. Popular features include incident management, change management, and a self-service portal, which empower users to resolve issues independently. Users often praise its ease of use and comprehensive functionality compared to similar products. Pricing details can vary based on factors like the number of users and specific needs, so it's advisable to contact SelectHub for a tailored quote. Freshservice stands out for its ability to adapt to diverse organizational needs, making it a versatile choice for businesses seeking reliable IT service management solutions.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Salesforce Service Cloud

by Salesforce.com
Salesforce Service Cloud
Salesforce Service Cloud, a help desk software from Salesforce.com, streamlines customer service operations for businesses of all sizes. It offers a comprehensive suite of tools for managing customer inquiries, tracking cases, and providing personalized support across multiple channels. Salesforce Service Cloud is particularly suited for organizations looking to enhance customer engagement, improve efficiency, and gain a 360-degree view of customer interactions. Its key benefits include automated case management, self-service portals, knowledge base management, and real-time reporting. The software's user experience is highly customizable, allowing businesses to tailor it to their specific needs. It seamlessly integrates with other Salesforce products and third-party applications, providing a unified platform for customer relationship management. Pricing for Salesforce Service Cloud varies based on the number of users, support level, and additional features required. Businesses can choose from a range of subscription plans, with monthly or annual payment options available.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Front

by FrontApp
Front
Front is a customer communication platform offering tailor-made services at scale. With the simplicity of the email inbox combined with the insights and automation of CRM, it helps agents work to provide world-class support and send professional replies faster. It allows users to keep conversations organized across channels while maintaining a personal touch, efficiency and quality.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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TeamSupport

by TeamSupport
TeamSupport
TeamSupport, a help desk software, empowers businesses with efficient customer support tools. It's ideal for organizations seeking to enhance their support operations. Key benefits include improved ticket management, streamlined communication, and increased customer satisfaction. Popular features include a user-friendly interface, customizable workflows, and robust reporting capabilities. TeamSupport compares favorably to similar products, with users praising its intuitive design, seamless integrations, and exceptional customer support. Pricing varies based on the number of users and support channels, offering flexible options to meet specific business needs.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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LiveAgent

by LiveAgent
LiveAgent
LiveAgent is an online communication platform that supports personalized, multilingual customer service. It provides in-suite and standalone offerings for live chat, online self-service portals, ticket management, change and license management, and more. It offers all-in-one helpdesk support by combining all communication channels, including email, live chat, phone calls and social media, in a single company inbox. LiveAgent offers additional services through third-party companies to provide CRM, including sales and marketing automation. Users can analyze helpdesk performance and generate multiple reports to reward high-performing support agents and track customer satisfaction.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 or less
Company Size
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Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Jitbit

by Jitbit
Jitbit
JitBit is a multilingual support system with basic capabilities such as ticket routing, a knowledge base, ticket filters and categorization, canned replies, an auto-responder, reporting, file attachments and asset tracking. It has native iPhone and Android programs for tablets and smartphones. The grid view shows the status of all ongoing and new cases. It also offers automation rules to define custom actions triggered by certain events. Group, merge, assign, categorize or tag tickets and add tags such as, "review," "feature request," or more.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Comm100

by Comm100 Network Corporation
Comm100
Comm100 is a live chat solution that offers real-time, personalized customer engagement. It supports multilingual services with a flexible ticketing and messaging system, automated chatbots, a self-serve knowledge base and security measures for data protection. The product connects via third-party integrations such as CRMs, eCommerce, social media and website content management channels with a systematic API. Live chat lets users engage with customers in real time using text, routing, audio, video, co-browsing, file transfer, auto-translation and more. Reports help evaluate team performance, chat expertise and overall service efficiency.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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HubSpot Service Hub

by HubSpot
HubSpot Service Hub
HubSpot Service Hub, a cloud-based help desk software, centralizes customer support, automates processes, and provides comprehensive analytics. It is designed for businesses of all sizes, particularly those seeking an integrated customer relationship management (CRM) solution. Key benefits include automated ticket routing, knowledge base creation, live chat and email support, and reporting and analytics. Popular features include ticket tracking, customizable dashboards, and integrations with third-party apps. HubSpot Service Hub consistently receives positive user reviews, highlighting its ease of use, comprehensive functionality, and ability to streamline customer support operations.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Agendize

by Agendize
Agendize
Agendize is a versatile appointment scheduling and customer engagement platform used by businesses across various industries. It offers a range of key features, including robust appointment scheduling, multi-channel integration, and automation, which streamline operations and enhance customer experiences. Users appreciate its user-friendly interface and customization options, along with responsive customer support. Agendize is known for its cost-efficiency and mobile accessibility, making it accessible to a broad user base. Users believe that Agendize holds its own against similar products, citing its strengths in appointment scheduling and multi-channel integration. However, some note limitations in terms of customization and pricing when compared to other offerings in the market. Pros Efficient Scheduling Detailed Analytics Client Management Cons Limited Customization Integration Challenges Lack of Advanced Features
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Talisma

by Talisma Corporation
Talisma
Talisma is a sales and marketing technology solution that adds value to customer engagement and increases productivity. It helps companies empower, enable and engage with their customers through Formal Technical Review (FTR) to deliver quality-controlled activities. Users can identify customer characteristics and utilize upselling and cross-selling for maximum success. It also offers industry-specific domains, cloud deployment, integrated lead management, flexible business modeling, domain management and more to make digital marketing easy.
Cost Breakdown
$100 - $500
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Teamwork Desk

by Teamwork.com
Teamwork Desk
Teamwork Desk is a Help Desk Software that helps teams streamline customer support operations. It offers a centralized platform for managing support tickets, tracking customer interactions, and automating workflows. The software is designed for businesses of all sizes, from startups to large enterprises, and is particularly well-suited for teams that prioritize collaboration and efficiency. Teamwork Desk's key benefits include its user-friendly interface, customizable workflows, and robust reporting capabilities. It also offers integrations with popular third-party tools, such as CRM systems and project management software. Compared to similar products, Teamwork Desk is praised for its intuitive design, ease of use, and ability to scale with growing businesses. Teamwork Desk's pricing is based on the number of agents and the level of support required. It offers a free plan for up to 5 agents, and paid plans starting from $29 per month per agent. The software is available on a monthly or annual subscription basis.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 or less
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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EngageBay

by EngageBay
EngageBay
EngageBay is a comprehensive software designed to streamline customer relationship management (CRM) alongside marketing, sales, and service automation. It is particularly well-suited for small to medium-sized businesses seeking an affordable, all-in-one solution to manage and nurture customer relationships, automate marketing processes, and boost sales. One of the key benefits of EngageBay is its ability to offer a wide range of functionalities at a competitive price point, making it an attractive option for businesses looking to maximize their budget. Popular features include email marketing, lead generation tools, and a centralized CRM system that helps businesses keep track of customer interactions and manage tasks efficiently. When compared to similar products, users often highlight EngageBay's user-friendly interface and the exceptional value it provides, given its lower price range. Pricing models are flexible, with options ranging from monthly to annual payments, allowing businesses to choose a plan that best fits their financial and operational needs.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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CRMnext

by Acidaes Solutions
CRMnext
CRMNext leverages integrated technology to create an easy-to-use interface for financial institutions. It simplifies work, drives growth and delivers results with features such as sales force automation, service management, lead management, forecasting, an autoflow designer and workflow management.It also provides real-time integration, a business decision engine, sales planning, cross-selling intelligence, machine learning, analytics and more. It’s easily customizable and suitable for users without much technical knowledge. SaaS, private cloud and on-premise deployment are available.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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SALESmanago

by SALESmanago
SALESmanago
SALESmanago is a complete AI-powered solution that delivers configurable, personalized experiences across a range of native and integrated marketing execution channels. It accomplishes this by combining advanced analytics and AI automation. Users can deliver enhanced customer experiences and improve metrics and KPIs. Capabilities include web push, website personalization, social proof, live chat, predictive analytics, advertising, a data management platform, A/B/X testing and optimization, loyalty programs and more.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$100 - $500
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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BMC Helix ITSM

by BMC Software
BMC Helix ITSM
BMC Helix ITSM is a sophisticated software solution designed to streamline IT Service Management processes. It excels in automating and managing tasks such as incident, problem, change, and asset management. This platform is particularly well-suited for large enterprises and industries like finance, healthcare, and telecommunications, where robust IT infrastructure is crucial. Users appreciate its intuitive interface and powerful features like AI-driven insights and predictive analytics, which enhance decision-making and operational efficiency. BMC Helix ITSM stands out for its flexibility, offering both cloud-based and on-premises deployment options. Compared to similar products, it is praised for its comprehensive functionality and seamless integration capabilities. Pricing details are not publicly disclosed, so potential users are encouraged to contact SelectHub for a tailored quote. Overall, BMC Helix ITSM is a versatile and reliable choice for organizations seeking to optimize their IT service management operations.
User Sentiment User satisfaction level icon: good
Cost Breakdown
$100 - $500
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Vision Helpdesk

by Vision Helpdesk
Vision Helpdesk
Vision Helpdesk is a comprehensive help desk software solution designed to streamline customer support operations. It's an ideal choice for organizations of all sizes looking to improve efficiency and enhance the customer experience. Key benefits include centralized ticketing, customizable workflows, and advanced reporting capabilities. Vision Helpdesk boasts popular features such as a user-friendly interface, knowledge base management, and multi-channel support. Its customizable dashboards provide real-time insights into team performance and customer satisfaction levels. Compared to similar products, Vision Helpdesk stands out with its intuitive design and robust functionality. User reviews praise its ease of use, customizable features, and excellent customer support. Pricing is tailored to business needs, with flexible payment options available.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Kloudville

by Kloudville
Kloudville
Kloudville offers a comprehensive software solution designed to streamline business support and customer relationship management (CRM) tasks. It is particularly well-suited for industries such as telecommunications, retail, and manufacturing, where managing complex customer interactions and business processes is crucial. The platform stands out with its robust features, including order management, billing, and customer engagement tools, which enhance operational efficiency and customer satisfaction. Users appreciate its intuitive interface and the ability to customize workflows to fit specific business needs. Compared to similar products, Kloudville is praised for its flexibility and scalability, making it an attractive option for growing businesses. While specific pricing details are not publicly available, potential users are encouraged to contact SelectHub for a tailored pricing quote. Overall, Kloudville provides a dynamic and adaptable solution for businesses seeking to optimize their CRM and business support functions.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$100 - $500
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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Buyer's Guide

Service Request Software Is All About Efficiently Handling IT Support Requests

By Kriti Sahay, Technical Writer at SelectHub

Service Request Software BG Intro

Digital adoption and expansion are at an all-time high. According to a 2021 report by Research and Markets, the market size of digital transformation is expected to grow from $521.5 billion to $1247.5 billion by 2026, at a CAGR of 19.1%. The digital boom has extensively transformed business workflows across all sectors and has overburdened the IT infrastructure, leading to a spike in service requests.

To survive the increasing demand for customer support, a reliable service request software is essential.

Service request software helps you establish resilient, adaptive and efficient enterprise models that enhance customer and employee experiences. In this buyer's guide, we'll discuss service request software, key features to keep in mind and how to choose the best solution for your organization.

Executive Summary

  • Service requests are formal requests that your help desk receives from customers regarding a product or service. Examples include requests to access an account or resource, renewal requests and requests for information.
  • Service request software helps organizations handle several customer requests quickly and efficiently.
  • It assists in managing the entire request lifecycle, starting from the time a user submits a ticket until it is fulfilled.
What This Guide Covers:

What Is Service Request Software?

Service request software helps organizations simplify the fulfillment of service requests. It assists help desk teams in managing the complete lifecycle of customer service requests, from submission to resolution.

Service request software also helps improve customer experience and company transparency. Customers can easily raise a service request, view their request status and understand how much time its resolution will take.

On the internal side, performance reports help you get a better view of your customer support teams’ performance and allocate resources to different departments based on business priorities and workloads.

These platforms are also essential to maintaining mature IT service management (ITSM), helping businesses determine the current state of their IT infrastructure and analyze appropriate metrics for improvement.

Service request software manages more than customer requests. Many options also offer the following internal management tools:

  • Incident management, which prepares you for contingencies and unplanned scenarios that could interrupt routine workflows and business/user activities.
  • Problem management, which helps identify and resolve underlying problems.
  • Change management, which authorizes agents to make changes to services per customer requests, and monitors these changes to ensure they’ve addressed the problem and don’t cause any further issues.

Primary Benefits

Primary Benefits of Service Request Software

1. Flexibility

A modern, 100% SaaS service request software allows you to log in from any browser and work from anywhere. Agents can address customer requests anytime, expediting resolutions.

McKinsey found that, when offered the chance to work remotely, 87% of employees take it. Flexible work opportunities are attractive to potential hires and greatly expands your talent pool. Additionally, it also improves staff retention and reduces staff stress levels, as a recent MIT study found.

2. Real-Time Insights

You can gain insight into employee performance with reports on key metrics, like average request handling time, first call resolution, percentage of unattended calls and time spent per call. Easily allocate human resources to different departments based on business priorities and workloads.

Good quality data is essential to the growth of your business. Having the right KPIs and metrics allows you to track exactly where your service desk is lacking and how you can improve it.

3. Efficiency

A 2022 study by Salseforce found that customers want to interact with someone immediately after contacting customer service. To meet these rising customer expectations, you need an efficient ITSM system.

Service request systems allow you to streamline your customer support by connecting customers to the most appropriate agents for their queries, yielding better results in faster turnaround times.

Service Request Software Categories

Key Features & Functionality

Actionable Catalog

Provide customers with a drop-down list of all standard services they can request, along with descriptions of what the services are and the status of active requests. It also groups services by category: information requests, MAC requests and password reset requests.
Service Request Records

Reduce errors by assigning a unique identification code to each service request. You can also record all the request-related information and automatically update it as the ticket progresses.
Service Request Routing

Route tickets to the appropriate agent, depending on the selected request category or sub-category. This feature allows multiple individuals to work on a service request, leading to a faster resolution.

For instance, a service request for a new laptop involves an agent to record the request, an analyst to review it and a technician to build it to the necessary specifications. This feature simplifies collaboration between all parties involved through every step.
Progress Tracking and Escalation

Reduce the occurrence of redundant calls by allowing customers to track the progress of their service requests. Agents can escalate service-level breaches automatically to upper management so they can be prioritized.
Reporting

The software reports all the information it captures during the request lifecycle. Use this data to identify potential issues and improve the process of dealing with customer tickets.

Generate insightful reports about the number of open and closed tickets, rejected service requests and request categories.
Request Fulfillment and Closure

Inform customers about completed requests with automated notifications. Agents can also refuse a request and close a ticket because of insufficient budget, unavailability of the service requested or incorrect authorization levels. The software differentiates between these types of closures.

Software Comparison Strategy

Although most service request software is fully customizable, customization often comes at a higher cost than baseline software. Most products come with features that are useful to any business. To pare down and find the best product for your business, it's important to determine your specific needs by setting requirements

To help choose the right solution for your organization, refer to our free in-depth comparison report. We compare top vendors across a wide range of capabilities, like automation, reporting, progress tracking and escalation, custom templates, incident management and file storage.

Cost & Pricing Considerations

Cost varies depending on your deployment strategy, the addition of modules and add-ons, and the number and type of user licenses you need. You can also consider payment plans or packages to lessen the upfront cost.

Some additional aspects that can affect cost are:

  • Training: If the vendor doesn’t offer free onboarding and training resources, you may have to pay separately for them. Training agents to properly utilize software is critical for ensuring a superior customer experience. You may need to invest in your own training management system to address this.
  • Maintenance and support: Be sure to ask the vendor if they offer free maintenance and support or if it will cost you extra down the line. Also ask about version upgrades. While cloud software subscriptions usually include maintenance and upgrades, on-premise software generally doesn’t so you may have to pay additional fees.
  • Initial implementation: While cloud software can be easily implemented online, on-premise software tends to be a bit more involved. Be sure to ask whether the vendor offers installation support or if you’ll need to make your own arrangements.

The Most Popular Service Request Software

Kickstart your software search with our top picks for some of the most popular service request software on the market.

Freshdesk

Freshdesk is a popular ITSM solution that simplifies ticketing with a wide range of customization options. This cloud-based platform enables customers and agents to manage information and adhere to strict protocols for data security. It offers various field service modules, multiple service channels, query resolution and automatic routing and updating of support tickets.

Freshdesk

Agent leaderboard. Source

Zendesk for Service

Zendesk for Service is a well-known support solution that allows users to manage the entire service request lifecycle by testing, verifying and triaging tickets. It uses essential ticket fields to track customer grievances and communicate the status of requests. It supports communication across multiple channels and offers a centralized hub for monitoring team performance metrics, SLAs and KPIs. For more information, see our Ultimate Zendesk Review.

Zendesk for Service

Customer spotlight box. Source

Salesforce Service Cloud

Salesforce Cloud Service is an IT ticketing management software that helps ITSM teams diagnose incidents and route tickets appropriately. It offers quick and personalized virtual services via all communication modules, including phone, email, SMS and web chat. Some features include case management, automation, customization, a knowledge base and CTI integration.

Salesforce Service Cloud

Desktop and mobile dashboard preview. Source

 

 

Questions To Ask

Selecting a service request solution is a complex task for every organization: what works best for one may not be the right choice for another. Although thousands of vendors have made their products available on the market, each offers different features.

Before starting your search, we recommend asking yourself these guiding questions:

  • How will this software meet my organization’s needs?
  • Which is better, on-site or cloud deployment?
  • Are there requirements specific to my industry?
  • How will this tool help my organization grow?
  • Who will use the platform regularly?

Service Request Key Questions to Ask

Ask potential vendors these questions about the software to help make an informed decision:

  • Do you offer any training to support user adoption?
  • What is the turnaround time of your customer support? Do you offer 24/7, multi-lingual support?
  • How many contact profiles can be stored?
  • How do ticket workflows work?
  • How well does it integrate with other BI tools?

Next Steps

Managing IT service requests is a complex task, but customer-focused service request software can help alleviate the burden. The right solution streamlines and strengthens your service delivery, which means you’ll have happier customers.

Get started by using our free online software selection tool or working with our experts to review your requirements, so we can help find the solution that’s right for you.

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About The Contributors

The following expert team members are responsible for creating, reviewing, and fact checking the accuracy of this content.

Kriti
By Kriti Sahay
Technical Content Writer
Kriti Sahay is a Technical Content Writer at SelectHub, writing content for Help Desk and Call Center Software. Kriti is based out of New Delhi, India. When she's not handling Buyer's Guides and other informational articles, she can be found experimenting in her kitchen, street shopping, or painting!
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Joan
Technical Research By Joan Akash
Senior Analyst
Joan Akash, a Senior Research Analyst at SelectHub, holds a Post-Graduate Diploma in Management with a specialization in Marketing. Her expertise as a researcher and reviewer spans diverse software categories, including Project Management, Customer Relationship Management, Live Chat, and Help Desk. Beyond her professional pursuits, Joan is spiritually driven, with a passion for teaching children and a penchant for reading biblical blogs and crafting poetry.
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Manan
Technical Review By Manan Roy
Principal Analyst
Manan is a native of Tezpur, Assam (India), who currently lives in Kolkata, West Bengal (India). At SelectHub, he works on categories like CRM, HR, PPM, BI, and EHR. He has a Bachelor of Technology in CSE from The Gandhi Institute of Engineering and Technology, a Master of Technology from The Institute of Engineering and Management IT, and an MBA in Finance from St. Xavier's College. He's published two research papers, one in a conference and the other in a journal, during his Master of Technology.
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Dianna
Edited By Dianna Dragonetti
Content Editor
As an editor, Dianna Dragonetti leads a team of five writers in writing about a variety of software, with an emphasis on how these tools empower businesses. Categories include accounting, learning management systems, content management systems, supply chain management, and electronic data interchange.
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