Over the last few years, the number of digital services, gadgets, and apps that have made their way into corporate operations has exploded. As a result, the underlying IT infrastructures enabling all of this expansion have become increasingly complicated. In this climate, being able to appropriately prioritize work has become a must. Companies have turned to service request management software to assist them to move forward with this problem. Today, we’ll discuss what these tools are, why you need them, and which ones are the finest.
Here is our list of the best service request management software:
- SuperOps PSA EDITOR’S CHOICE This cloud-based subscription package includes a Service Desk module that automates the service request management process through its ticketing system. Get a 14-day free trial.
- Zendesk for Service (FREE TRIAL) This online system provides a ticketing service with higher plans that include a self-service portal for users and a chatbot. Start a 14-day free trial.
- HaloITSM This SaaS package is an ITIL-based incident management service that provides a ticketing system for service request management.
- SolarWinds Web Help Desk This package is an on-premises package despite its Web-based delivery and it provides a user self-service portal, a ticketing system, user account management, asset tracking, and SLA compliance management.
- Jira Service Desk A service request management package that can be integrated with the Jira project management system for change management. This is a cloud-based system.
- Wrike This cloud-based tool supports corporate projects and its framework includes methods for communicating ideas with in-house and external customers and also development team members.
- HubSpot This tool is built for inbound marketing campaigns and offers extensions for sales, customer relationship management, and support. This is a cloud-based package.
- NinjaOne This SaaS remote monitoring and management (RMM) package includes a ticketing system that provides a self-service portal for users.
- Freshservice This online Service Desk framework can be used for project task management as well as for the management of service requests through its ticketing system.
What Should We Look for in a Service Request Management Software?
Service request management software aids your firm in dealing with a wide range of customer and user demands. This can include requests for access to specific apps, the installation of new hardware, the reset of passwords, or the resolution of problems.
Service request management software is designed to assist your service desk employees in moving through the lifecycles of your requests. The program should also be able to assist users in swiftly creating a request, checking its status, and getting an estimate for when it will be resolved. A solution like this should, in theory, be able to inform you how well the overall service request management process is running. This gives your company’s decision-makers a clear picture of how well your service desk personnel are performing. Additionally, employing a tool like this should assist you in determining which departments and regions require additional resources.
Most of the apps on this list now do more than just manage service requests. This is because many aspects of change, problem, and incident management are intertwined.
Our methodology for selecting the best service request management software:
We’ve broken down our analysis for you based on these key criteria:
- Ease of implementation and integration with existing systems.
- Customizability to fit specific business needs.
- Scalability to grow with your business.
- User-friendly interface for both IT staff and end-users.
- Robust reporting and analytics capabilities.
The Best Service Request Management Software
1. SuperOps PSA (FREE TRIAL)
SuperOps PSA is a cloud package provided on a SaaS platform that also offers a remote monitoring and management (RMM) system. This combination of tools is ideal for managed service providers. The PSA provides RMM management software, which includes a ticketing system for service request management.
Key Features:
- Ticket routing automation system, called “runbooks”
- Chat-to-email system
- Technician console
- Team management console that shows ticket progress
- Technician timesheet generation
- Technician productivity statistics
- SLA conformance tracking
- Automated billing
Why do we recommend it?
SuperOps PSA stands out for its efficient ticket routing automation and comprehensive technician management features, streamlining the service request process.
The user raises a service request in the self-service portal, which is provided by an online template. Alternatively, service requests can be sent in by email. The rulebooks route the ticket to a technician’s console, where it is queued for attention. All of the communication between the user and the technician is represented as a chat in the console but it is converted into emails behind the scenes.
The team leader or the technician can merge or forward tickets and it is also possible to allocate one ticket to a group for attention. The time that each technician contributes to a request resolution is recorded. This information is used for automated billing. The total time spent by each technician on all tickets is recorded in an automatically generated timesheet.
Who is it recommended for?
Ideal for managed service providers who need an all-encompassing tool for service request management and remote monitoring.
Pros:
- Automated ticket routing with “runbooks”.
- Comprehensive technician and team management tools.
- SLA conformance tracking and automated billing.
- Templates to accelerate response times and standardize communication.
- Customer satisfaction surveys.
Cons:
- Might be overly complex for smaller organizations.
SuperOps offers subscription plans for its PSA and RMM systems. There is a PSA-only plan and an RMM-only plan as well. Two unified plans offer both modules. Annually billed monthly prices start from:
- Standard PSA Only – $79
- Standard RMM Only – $99 for 150 endpoints/license
- Pro Unified Basic – unified PSA-RMM at $129/month for 150 endpoints/license
- Pro Unified Advanced – full PSA-RMM experience at $159/month for 150 endpoints/license
You can get a 14-day free trial of both packages.
EDITOR'S CHOICE
SuperOps PSA is our top pick for service request management software because it is designed to meet the demands of IT teams and managed service providers (MSPs), ensuring integrated management of service tickets, asset tracking, and task prioritization. A significant strength of SuperOps is its automation functionality. Service managers can create workflows and triggers to automate repetitive tasks such as ticket allocation, updates, and escalation processes. These automated processes reduce manual effort and streamline operations, allowing IT teams to focus on more critical objectives. The platform’s ticketing system includes features like visual boards and customizable views, making it easy to track progress, prioritize tasks, and meet deadlines effectively. SuperOps offers modular features that can be tailored to align with specific business workflows. Integrations with accounting tools like QuickBooks and remote access solutions such as Splashtop enhance its capabilities, providing a seamless experience for financial management and IT support services. The platform supports team collaboration and visibility by centralizing communications. It enables team members to share notes, update clients, and maintain context for all service requests within a unified workspace. This collaboration ensures faster resolution times and improved client satisfaction.
Download: Access a 14-day FREE Trial
Official Site: https://superops.com/signup
OS: Cloud based
2. Zendesk (FREE TRIAL)
Zendesk ITSM is a customer service and support ticketing platform that also includes live chat and messaging. It has knowledge base-building capabilities and is designed for larger corporations and enterprises.
Key Features:
- Knowledge base creation
- Useful for forming online communities
- Provides excellent reporting
- Ingenious user interface
- Expansive communication features
Why do we recommend it?
Zendesk ITSM is recommended for its robust communication features and excellent reporting capabilities, making it a top choice for comprehensive customer service management.
Internal self-service is simple to implement, allowing you to utilize the same technology both internally and externally. When it comes to the range of communication options available, Zendesk is unrivaled. Its features for talking, texting, and reporting make it simple to communicate within and between teams.
The program will assist you in prioritizing and tracking tickets and requests from your customers. It’s a terrific tool for global corporations or companies that rely heavily on cloud services because it’s a cloud-based solution with on-premises agents.
Although Zendesk is most known for its CRM software, the ITSM is included in the Support Suite and works seamlessly with the rest of the Zendesk ecosystem.
Who is it recommended for?
Ideal for larger corporations and enterprises that require a versatile and feature-rich ITSM platform with strong knowledge base-building capabilities.
Pros:
- Extensive knowledge base creation features
- Advanced reporting and analytics tools
- Easily adaptable for internal and external service management
Cons:
- May not be cost-effective for smaller businesses
As a result, Zendesk is primarily a business solution, making it a poor fit for small businesses. Support, Suite, and a bespoke plan are the three editions available. Its costs begin at $5 per agent, and you can begin by registering for a demo and a 14-day free trial.
3. HaloITSM
The HaloITSM is a comprehensive request management system. It focuses on changing your process into a logical whole, with a focus on minute-by-minute decisions. The tool aims to assist you in standardizing your business procedures and assisting your staff in performing at their best.
Key Features:
- Extremely adjustable pricing
- Comprehensive request management system
- Managers should be able to set a variety of default parameters
- Assists your team in providing high-quality, ITL-aligned service
- Entire request resolution ecosystem is simplified
- Free trial period is generous
Why do we recommend it?
HaloITSM is recommended for its comprehensive request management system, which simplifies the entire incident lifecycle.
It aims to streamline the entire incident lifecycle, from ticket creation to issue resolution. It keeps track of the status of each incident and displays information such as the ticket ID, a synopsis of the problem, and the priority level. This allows your staff to better prioritize requests and manage their time. You may also connect new issues to current requests and discuss solutions with your team and users.
Managers will find it useful because it allows them to define default values for priority, service-level agreements, and who gets requests, as well as native knowledge-base creation features.
Who is it recommended for?
Best suited for businesses seeking an ITIL-aligned service with flexible pricing and comprehensive request management capabilities.
Pros:
- Adjustable pricing for different business sizes
- Simplifies the entire request resolution ecosystem
- Allows managers to set various default parameters
Cons:
- User interface can be unintuitive
However, some users have complained that the HaloITSM UI can be a little un-intuitive at times. They have a flexible payment plan that starts at $78 (59 GBP) for up to three agents and drops to $38 (29 GBP) for 100 or more. The tool also comes with a free 30-day trial.
4. SolarWinds Web Help Desk
The Web Help desk, developed by the reputed SolarWinds corporation, is one of the most popular service request management platforms on the market today. The technology is designed to assist IT service management teams in promptly diagnosing faults and automatically routing tickets. The tool also includes a range of other capabilities and is simple to integrate with knowledge base articles.
Key Features:
- Request assignment and ticket changes can be automated
- Integrates with LDAP and Active Directory right away
- Extremely adaptable
- Exceptional scalability
- Approval and voting features depend on rules
- Can monitor helpdesk performance in real-time
- UI that is both modern and responsive
Why do we recommend it?
SolarWinds Web Help Desk is highly recommended for its automated ticket routing and fault diagnosis capabilities, which significantly enhance IT service management efficiency.
The Web Help Desk seamlessly interacts with Active Directory, LDAP, and other SolarWinds products. This makes the process of setting it up a breeze. The ability to get it up and running fast and easily, like with most other software, is critical.
Web Help Desk is highly customizable, allowing you to create dynamic request forms with whatever number of fields you want. You can also set up business-based action rules to allocate and update tickets automatically. You can also use rule-based approval and voting to track and automate your workflow. This allows you to select approvers and dynamically alter advisory boards depending on the source of the request. Managers can also use the easy dashboard to track the real-time performance of helpdesks.
With that stated, without the essential technical know-how, SolarWinds is relatively difficult to operate efficiently. It does, however, provide a free trial. If on-premises software isn’t an option, the SolarWinds Service Desk can be used instead.
Who is it recommended for?
This tool is particularly suited for IT teams in medium to large organizations that require a customizable and scalable service request management system.
Pros:
- Automated request assignment and ticket updates.
- Immediate integration with LDAP and Active Directory.
- High level of customizability.
- Scalable to fit different business sizes.
- Rule-based approval and voting for workflow efficiency.
Cons:
- May be challenging to operate without technical expertise.
A 14-day free trial of the SolarWinds Web Help Desk is available
5. Jira Service Desk
Another outstanding ITSM solution is Jira Service Desk, which is meant to make managing service requests easier. Jira is the simplest tool on this list to set up, requiring very little configuration.
Key Features:
- Incredibly easy to set up and utilize
- PinkVERIFY-approved intuitive mobile application with a machine learning-powered self-service portal
- Performance-enhancing reporting features
- Extremely adaptable
Why do we recommend it?
Jira Service Desk is praised for its ease of setup and user-friendly mobile application, making it a practical choice for less technical teams.
Jira Service Desk is ideal for staff that is less sophisticated due to its simple interface. It’s also very adaptable, with several sophisticated service request management capabilities. You may, however, quickly configure it to match your requirements by linking it with a variety of third-party programs.
If you use Atlassian products such as Statuspage, Opsgenie, Statuspage, or Confluence, you’ll discover that Jira Service Desk integrates seamlessly.
There’s also a mobile app to make collaboration easier, as well as an alerts system to notify you if an issue arises while you’re on the move.
Who is it recommended for?
Particularly suitable for teams requiring a straightforward and adaptable service request management tool, especially those already using Atlassian products.
Pros:
- PinkVERIFY-certified and intuitive mobile app
- Enhanced reporting features for performance monitoring
- Highly customizable for varied service management needs
Cons:
- Features may be limited in an enterprise context without additional Atlassian products
While Jira is a fantastic tool, its features may be limited in an enterprise context until you supplement it with other Atlassian Marketplace products. The Small team plan costs $10 a month per agent and works for up to three agents, while the Growing team plan costs twice as much and works for up to 15 agents. A seven-day free trial is also available.
Website Link: https://www.atlassian.com/software/jira/service-management/features/service-desk
6. Wrike
Wrike is a service request management solution that is highly customizable and designed to help you manage several workflows at once. One of its most appealing features is that not only does the program offer a free trial for its Professional edition, but you can also try out the tool for free as long as you don’t exceed five users.
Key Features:
- Support for over 400 distinct integrations
- Interactive Gantt chart allow you to monitor your team’s progress in real-time
- Workflow templates that can be customized
- Easy-to-use dashboard
Why do we recommend it?
Wrike is recommended for its high customizability and support for over 400 integrations, making it a versatile tool for managing multiple workflows.
The technology allows you to keep a constant relationship with teams while also allowing you to examine their performance in detail. The solution comes with a number of IT service management templates, but if you don’t think they’ll work for your apps, you may create bespoke workflows to meet your needs.
The Dashboard gives you a bird’s-eye view of the complete request management ecosystem by allowing you to look at your team’s performance via numerous lenses.
Who is it recommended for?
Best for businesses looking for a highly customizable service request management solution with real-time monitoring capabilities.
Pros:
- Features interactive Gantt charts for progress tracking.
- User-friendly dashboard for an overview of team performance.
- Suitable for maintaining continuous team communication.
Cons:
- Feature diversity may lag behind some competitors.
Wrike is available in four payment plans; a free plan for up to five users, a Professional plan with a free trial, a business plan priced at $24.80 per user per month, and an Enterprise plan for which you must contact the company for a proposal.
Website Link: https://www.wrike.com/
7. HubSpot
HubSpot is a flexible program that may be used for inbound marketing, request management, and sales support. This customer services-focused solution will help you increase the speed with which you handle requests.
Key Features:
- CRM is available for no cost
- Enable use of a helpdesk
- Creates a knowledge foundation
- Better understanding of your request management process
- Assists in automating some routine tasks
Why do we recommend it?
HubSpot is recommended for its versatile capabilities in inbound marketing, request management, and sales support, enhancing the speed and efficiency of handling requests.
It contains several features, including the ability to create a knowledgebase, live feedback, and team email capabilities, among others.
Who is it recommended for?
Ideal for businesses looking for an all-in-one tool that integrates CRM, helpdesk, and knowledge base creation, especially beneficial for non-technical users.
Pros:
- Helpdesk features for efficient request handling
- Automates routine tasks, improving process efficiency
- Provides insights into the request management process
Cons:
- Some users may find it complex to use, particularly non-technical staff
The HubSpot CRM is available for free, making it an excellent place to start if you’re interested in trying out the program. Other editions, such as Service, Marketing, and Sales Hub, begin at $40 per month. The CMS costs $240 per month.
However, non-technical users may find HubSpot difficult to use, and its alerts system leaves something to be desired. HubSpot’s premium editions are available for a 14-day free trial!
Website Link: https://www.hubspot.com/products/service/help-desk
8. NinjaOne
NinjaOne is a remote monitoring and management system that supports a wide range of devices and has a simple pay-per-device pricing model. It has features like request management, patch management, backup, and a great remote access system. NinjaOne might be the tool for you if you’re seeking a single tool that can provide you with comprehensive insights into your whole IT infrastructure.
Key Features:
- Manage and install the software on several devices at once
- Patching of all interconnected endpoints is automated
- Designed specifically for MSPs
- Scalable to the max
- Comprehensive approach to request handling and tracking
Why do we recommend it?
NinjaOne is recommended for its comprehensive approach to request handling and its ability to manage and install software on multiple devices simultaneously.
Its ability to be deployed on several devices at the same time is another useful feature. When using NinjaOne to manage your devices, you have the option of doing it device by device or all at once.
Who is it recommended for?
Especially suitable for managed service providers (MSPs) and businesses looking for a scalable and comprehensive IT infrastructure management tool.
Pros:
- Manages multiple devices simultaneously
- Automated patching of all connected endpoints
- Offers a comprehensive request management system
Cons:
- Limited features for non-MSP organizations
Overall, if you’re an MSP, this may be the greatest tool on the list for you; however, if you’re not, you’ll be able to discover more features elsewhere. On their website, you can sign up for a free trial.
Website Link: https://www.ninjaone.com/
9. Freshservice
Freshservice is a service desk product for IT that excels in terms of ease of use and setup. This makes it ideal for non-technical individuals and small businesses. It’s a robust tool with several incident management features, such as the ability to raise a ticket in multiple ways.
Key Features:
- Numerous options for incident management
- Automated knowledgebase creation and management reduce the effort of your employees
- Allows for SLA management by allowing numerous SLA policies to be specified
- Incredibly easy to set up and use
Why do we recommend it?
Freshservice is recommended for its user-friendliness and ease of setup, making it an excellent choice for non-technical individuals and small businesses.
It provides multi-channel support that aids in the automation of repetitive operations, allowing you to streamline the overall request management process. It also allows you to assist via email, phone, chat, and a variety of other methods.
Another significant benefit of this software is that it has a mobile application, so you don’t have to be at your desk to use it. This, combined with its strong alerts system, makes it a terrific tool for companies who conduct much of their work off-site.
The application also increases team collaboration by allowing teammates to communicate with one another via a ticket. It also includes a self-service portal and knowledgebase creation that is automated.
Overall, despite being a relatively new tool, Freshservice has a lot of promise. It could be able to compete with the top three entries on our list with a little more polish.
Who is it recommended for?
Best suited for small to medium-sized businesses needing a straightforward, yet robust incident management tool with multi-channel support.
Pros:
- Multiple incident management options
- Automated knowledge base management
- Multi-channel support for various request submission methods
Cons:
- As a newer tool, it may require further development to match the capabilities of more established competitors
Freshservice offers four alternative pricing models: Blossom ($19 per agent per month), Garden ($49 per agent per month), Estate ($79 per agent per month), and Forest ($99 per agent per month). It also comes with a free trial that lasts for 21 days.
Website Link: https://freshservice.com/
Conclusion
As previously said, IT service request management is a complex process that necessitates the use of specialized tools and methods. We’ve gone over the key features that large organizations need for successful service delivery and highlighted what we believe is the best service request management software on the market. While all of these software alternatives are capable, determining which is the greatest fit for your company can be difficult. Organizations can evaluate the following solutions based on their integration with existing IT technologies, degree of automation, and convenience of use, as all of them, provide free trials.
