The number of digital devices, services, and apps has exploded in the previous two decades, transforming company operations across all industries. Simultaneously, the underlying IT infrastructure supporting this digital expansion has grown in complexity. In this growing complexity, most firms’ IT departments get a steady stream of warnings, notifications, and service requests or tickets from end-users.
Prioritizing work in such a situation might be difficult for firms that lack the necessary tools for service request management. A service desk or IT ticketing management software can help in this situation. In this post, we’ll go over some of the most critical features to look for in service request management software, as well as a list of the finest service request management software currently available.
Here is our list of the top service request management software:
- SolarWinds Web Help Desk – FREE TRIAL Despite its Web-based delivery system, this tool is an on-premises software package that provides a ticketing system for support teams. Get a 14-day free trial.
- SuperOps PSA – FREE TRIAL This cloud-based system provides a ticketing system for Service Desk teams and can be paired with an RMM for IT asset management. Get a 21-day free trial.
- NinjaOne RMM – FREE TRIAL Cloud-based platform that enables MSPs to remotely manage client systems, including a ticketing system for service requests, automated problem notifications, and technician queue management. Start a 14-day free trial.
- HaloITSM – FREE TRIAL Track task progress and team productivity with this ticketing system that includes a self-service portal for users. Offered as a SaaS package or for installation on Windows Server. Get a 30-day free trial.
- Jira Service Desk This product is an addition to the JIRA project and development management tool and can manage bug reporting and resolution in DevOps environments.
- Zendesk This cloud-based system provides a Help Desk ticketing system that can track SLA compliance and can be linked up to a CRM package.
- ManageEngine ServiceDesk This package offers a straightforward Help Desk function or a plan that includes IT asset management as well. Available as a SaaS package or for installation on Windows Server or Linux.
- FreshDesk This cloud-based system offers social media channels as well as email, phone, and chat for ticket creation and user communication.
- OneDesk This scaleable ticket management system is priced per technician and delivered from the cloud through any standard Web browser.
Main Features of a Service Request Management Software
As the name implies, service request management software assists IT teams in dealing with a wide range of customer or end-user demands. These can include requests for application access, a new or renewed software license, hardware installation, software configuration, password resets, and more.
The service request management software should aid the service desk personnel in managing requests throughout their entire lifecycle. It should also make it simple for end-users to submit a request, track its progress, and estimate the time it will take to resolve it.
In addition, the software should provide information on the efficiency and effectiveness of the complete service request management process. Decision-makers can gain a birds-eye perspective of their service desk teams’ performance with various performance reports, and assign resources to different departments or regions depending on workloads and business goals.
While service request management is critical, firms must also follow several other closely linked IT practices to ensure uninterrupted connectivity, productivity, and security, including:
- Incident management Managing unplanned events or contingencies that disrupt or degrade routine business/user activities
- Problem management Managing processes that help in the resolution of underlying issues or problems to reduce the frequency of associated events or incidents
- Change management Managing all change requests (adding, modifying, or removing something) with proper authorization and compliance, and ensuring there aren’t inadvertent disruptions due to these changes
Advantages of a Service Request Management Software
Employee requests are met on time thanks to an efficient service request management process. This procedure benefits firms in a variety of ways. Consider the following advantages of using service request management software:
- Automation of Repetitive Tasks Password resets, customer care responses, device installation, software license renewals, and other repetitive tasks can all be automated with service request management software. Human input is reduced by automation. As a result, your company’s employees are no longer required to react to service inquiries. As a result, the technology saves time for the staff by automating repeated processes. Additionally, corporate staff will be able to focus on more complicated concerns.
- Data Storage at a Central Place Users can track and monitor all service requests from a single portal with the help of a centralized request management system. To put it another way, you don’t need to go to other places to verify and reply to service requests. All of the data and searches will be in one location.
- Proper Management of Request Fulfillment The request fulfillment process is likewise covered by a service request management system. The process of tracking how, when, and who will respond to a service request is known as for request fulfillment. The tool provides a framework for ensuring that each service request is filed on time and in a consistent manner. It is a repeatable and consistent process from the user’s perspective.
- Better Communication A crucial feature of the service request management application is the ability to communicate with users. The software keeps consumers informed about the status of their requests and the time it will take to complete them. As a result, promptly responding to a customer care request establishes confidence and trustworthiness.
- Fact-Based Decisions You can keep track of customer requests and analyze performance with Service Request Management software. Recently, the company has been able to use this data in conjunction with factual data to conclude. The tool also assists in identifying areas that require improvement, time, and attention.
- Labor Cost Reduction There are numerous benefits to implementing service request management software, including cost savings. Because the automated program will handle the majority of the work, you can eliminate the need for additional employees. It is not less expensive to hire an IT specialist for your company. You will also generate more profit and boost efficiency when your employees have more time to focus on other areas.
- Instant Feedback When a customer submits a service request, a complaint, or a question, you learn more about the flaws and areas that need to be addressed. Constant connection with consumers can help you fill in the gaps and expand your company in the long run.
The Best Service Request Management Software
To deliver the greatest service to clients, several frameworks are used. Rather than relying on IT personnel to handle support requests, it is preferable to locate software that collects and manages all client demands. Your IT team members will be able to focus on other operations and perform important work as a result of this.
To help you out, we’ve compiled a list of the best Service Request Management Software that has been on the market for a long time and has consistently given excellent results. No corporation wants to irritate its customers by providing late responses and services. Check out the top request management software and its perks below to make your process go more smoothly and quickly:
1. SolarWinds Web Help Desk – FREE TRIAL
SolarWinds Web Help Desk is a popular IT ticketing management software that automates ticket routing and helps ITSM teams analyze faults quickly. It also works in tandem with knowledge base articles to make managing service requests, known issues, and service level agreements a breeze.
While the list of functions is extensive, the native integration with LDAP and Active Directory is a major feature that helps businesses with the initial setup. The program enables the dynamic construction of custom request forms with infinite fields to aid in the collection of crucial data and information for ticket resolution. Business-based action rules are also available in the Web Help Desk to automate ticket assignments and changes.
Web Help Desk’s rule-based approval and voting tools help firms track and automate their procedures for successful change management. It assists in dynamically selecting approvers and changing advisory boards based on the request’s origin. Managers can also use a built-in configurable reporting dashboard to track the performance of service desk teams in real-time.
Pros:
- Simple layout makes management easy, even at scale
- On premise tool, a good option for organizations that do not want a cloud solution
- Can track time entries, as well as SLA performance for helpdesk teams
- Proactive alerts can notify staff when SLAs are in danger of being breached
Cons:
- Does not offer a cloud version
The dashboard shows the status of service requests, real-time billing information, key problem categories and their origin locations, and more. Visit the SolarWinds website to read more about the program, or start your evaluation with a fully functional 14-day free trial. SolarWinds Service Desk software is an on-premises solution, and enterprises looking for cloud deployment should look into it.
2. SuperOps PSA – FREE TRIAL
SuperOps PSA is a SaaS package that is available on a cloud platform that also offers a remote monitoring and management (RMM) system. This professional services automation system provides ticketing, task management, and team productivity tracking.
Users can raise a service request through a Help Desk portal or by email. The tool will immediately send an automated response, detailing the ticket number and some text of your choosing. Those service request messages are then processed by the ticket management system. You can set up routing to automatically queue and deliver tasks to specific technicians or to a pool for allocation to the next available team member.
Communications between the technician and the user are interpreted into a chat interface in the technician console. The support operative doesn’t need to know the user’s email but just types in a message and the SuperOps system repackages it into a mail and sends it.
Team managers can track progress in requests and reroute them when necessary for escalation. All team member contributions to each request are logged and automatically compiled into timesheets and invoices.
You can assess the SuperOps PSA system with a 21-day free trial.
3. NinjaOne RMM – FREE TRIAL
NinjaOne RMM is a cloud platform of systems that enable managed service providers (MSPs) to look after the systems of their clients – a package that is known as remote monitoring and management (RMM). That remit includes the support of users, which is implemented through a service request ticketing system.
The ticketing system processes service requests from the user community and automated problem notifications from system monitors. The tool can prioritize those tickets either according to source or regardless of origin. The service can be set up with a ruleset to automatically route tickets to individual technicians for consideration.
The technicians each have a queue of tickets to work on, which appears in a console that is protected with access controls. The technician can choose to switch between tickets and make notes on each docket. This is necessary if a ticket is on hold awaiting further information.
The users raise tickets through a self-service portal, which can be branded with the identities of the client or the MSP. This portal includes a communication channel, like an email inbox, in which the system can post automated progress notifications and the technician can request further information or present a solution.
The team manager gets feedback on ticket progress, It is possible to reroute tickets manually in the chase when a ticket is not accessed quickly because the technician is too busy. Technicians can also forward tickets for consideration by specialists.
The NinjaOne RMM provides monitoring and system management tools in addition to the ticketing service. Other features of the package include autodiscovery, hardware and software inventories, and patch management. You can examine the NinjaOne system with a 14-day free trial.
4. HaloITSM – FREE TRIAL
HaloITSM is a cloud-based platform that analyses IT processes and aligns them with business goals for companies of various sizes (Sony Music, Network Homes, etc.). It is a well-known program that includes capabilities such as a configurable knowledge base, incident management, problem management, and configuration management, among others.
It helps operators to keep track of priority levels, ticket IDs, origination dates, and other details that help them complete tasks more quickly. The Service Request Management Software offers a user interface that can be customized and is remote control compatible.
In addition, HaloITSM is a self-service portal with a user-friendly dashboard and customer support available 24 hours a day, 7 days a week. You may also combine the tool with a variety of third-party programs, including Sage, Xero, and Twitter. With its sophisticated capabilities, HaloITSM has become a popular tool over time. The program can also be used to automate workflows, undertake analysis, and generate reports.
Pros:
- Great admin dashboard – easy to navigate and quickly learn
- Includes a technician toolkit
- Supports workflow automation – great for reliably servicing complex clients
- Can be installed locally or be used as a SaaS
Cons:
- Must contact for pricing
You can also start from scratch and include charts and numerical data to make your reports more visually appealing. The best Request Management Software includes a variety of channels so that customers may connect and interact with the company more easily. Get a 30-day free trial.
5. Jira Service Desk
JIRA Service Desk strives to create a positive client experience. It’s JIRA-based software with a simple user interface and a lot of flexibility. Several elements of the software stand out, including automatic request management, real-time reporting, and SLA support.
The program has been on the market for a long time and is one of Atlassian’s greatest solutions. It allows users to create customized customer portals where clients can quickly fill in the gaps with their demands and submit service requests. Before submitting, end-users have the option of exploring the self-service knowledge base to find a solution on their own.
Pros:
- Provides an easy platform to integrate other Jira solutions
- Leverages artificial intelligence and machine learning to improve alerts and escalations
- Includes over 550 marketplace apps
- Widely supported – large community
- Excellent knowledgebase features
Cons:
- Could use a longer trial to test all features
Users may easily discover relevant information to their questions on the site, or they can contact the company directly via phone, email, or chat. You may also use real-time analytics to see how the service desk is working and report on areas that need to be improved. Furthermore, the continuous repetition of tasks lessens the stress on staff employees. You won’t require an agent to do each task; instead, the program will take care of everything and provide speedier outcomes. Finally, you may connect JIRA Service Desk to other Atlassian and third-party applications.
6. Zendesk
Zendesk is a cloud-based help desk software that uses a ticketing system to track down and resolve issues. It has chat alternatives for communicating with consumers as well as a knowledge base where users can look for answers to their questions. It’s a self-service site that also includes a debate and solution forum. The nice thing about Zendesk is that it is suitable for various types of businesses. Additionally, the tool has time-saving widgets for sharing and automation, as well as SLA compliance, customizable ticket forms, and more. It is one of the easiest tools to set up and use for service request management.
Pros:
- Simple and intuitive interface
- Centralized ticketing management and chat helps consolidate team-based tools
- The knowledgebase is easy to setup and helps reduce new tickets
Cons:
- Pricing is based on the number of agents deployed
- Volume of settings and options can be overwhelming for smaller helpdesks
- Permission settings are too broad
Zendesk’s strong analytical and reporting capability also aids in the detection of system faults. The success of a company is determined by the relationship it builds with its customers. Look no further if you’re seeking a tool that offers dependable customer service and powerful automation capabilities. Zendesk has a live chat feature and works nicely with third-party apps.
7. ManageEngine ServiceDesk
ManageEngine ServiceDesk Plus is a cost-effective, adaptable, and scalable platform that includes help desk and IT asset management features. The software may handle asset tracking, ticket administration, and any other service.
Pros:
- Robust all-in-one tool for managing client contracts, maintenance requests, and other ancillary services MSPs normally offer
- Automatic asset discovery helps keep NOC teams informed of scope and new devices that are added to the network
- Cross-platform support works with Windows or Linux server distros
- Available for on-premise deployment as well as a SaaS
Cons:
- ManageEngine offers a range of services and products that can take time to fully explore and utilize
ServiceDesk Plus is one of the best solutions on the market because of its top-of-the-line features. Standard, Professional, and Enterprise are the three editions of the tool. Customers can also use the software’s knowledge base template to try to solve problems on their own and contact experts via other channels if they need assistance. ManageEngine ServiceDesk Plus works on any device and in any language. It also has auto-discovery and sophisticated reporting capabilities for analyzing performance.
8. FreshDesk
Freshworks launched Freshdesk, which quickly became one of the most popular help desk software solutions. You do not need to download any additional software because it is simply accessible online. To engage with customers immediately, the strong tool offers numerous channels such as email, phone, Twitter, and Facebook. It also offers a knowledge base, forums, and other venues for customers to share information and find solutions on their own. If you don’t want to assign human agents, several automated bots can play a vital part in answering user queries.
Pros:
- One of the better user interfaces for ITSM tools
- Includes a self-service portal to help reduce inbound tickets
- Simple ticket creation is user-friendly for new staff
Cons:
- The trial could be a bit longer
Look no further if you’re seeking high-quality Service Request Management Software. FreshDesk provides excellent freemium plans as well as free sessions to test out essential features. It aids in the automation and monitoring of IT workflows. Furthermore, the tool has a simple configuration that makes it simple for clients to register and submit requests. The agents can promptly resolve and label tickets. SLA tracking, reporting, SSL certificates, automated ticket routing, DKIM setting, and more capabilities are available in FreshDesk.
9. OneDesk
OneDesk is a popular service request management software that allows you to gather and manage customer requests, track status, keep track of assignees, and more. It’s adaptable, has a structured interface, and provides insight into the current condition of affairs. For various responsibilities, the majority of firms and sectors prefer to use OneDesk. OneDesk also aids in the transformation of the request management process into a simple routine.
Users can also add custom fields and characteristics to the software as needed and convenient. There is a lot of important information that can make the process go more smoothly. By having details related to the priority, creation date, summary, and status one can respond faster to the clients.
A Tickets application is included in the software, which aids in the tracking of service requests and the establishment of workflow. After you’ve defined the workflow, you can start automating it. E-mail integration is also possible with this powerful tool. As a result, if a customer submits a service request via email, the request is collected automatically in the OneDesk system.
Pros:
- Great interface – highly scalable and customizable
- Users can build simple or complex workflows for incoming tickets
- Supports automation
- Very easy to use
Cons:
- Better for small to medium size networks
On task completion, the tool also ensures that the client receives a notice summarizing the Service Request’s status. Another advantage of using OneDesk is that all of these chats may be seen and saved for later use. Most businesses prefer it to their competitors since it is simple to use and has a lot of features.
Final Thoughts
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. For example, some organizations may opt to put Web Help Desk on-premises because it is FIPS 140-2 compatible, while others may prefer the SaaS-based SolarWinds Service Desk since it is ITIL Pink Verify Certified.
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. To get started, get a free trial of SolarWinds Web Help Desk, an economical and straightforward IT service management system with basic and sophisticated features.
Service Request Management Software FAQs
What are some common features of service request management software?
Common features of service request management software include ticket tracking, automated routing and escalation, service level agreement (SLA) management, knowledge management, reporting and analytics, and customer self-service.
How can service request management software benefit an organization?
Service request management software can benefit an organization by improving service delivery and response times, reducing resolution times and downtime, increasing customer satisfaction and loyalty, and enabling better decision-making through data and analytics.
What types of service requests can be managed with service request management software?
Service request management software can manage a wide variety of service requests, including IT support, facilities maintenance, human resources, and customer service.
Can service request management software be customized to meet specific organizational needs?
Yes, service request management software can be customized to meet specific organizational needs, through the use of custom workflows, ticket fields, and forms.
Can service request management software integrate with other software and systems?
Yes, service request management software can integrate with other software and systems, such as customer relationship management (CRM) software, enterprise resource planning (ERP) software, and IT service management (ITSM) software.
What are some popular service request management software solutions?
Popular service request management software solutions include SolarWinds Service Desk ServiceNow, Jira Service Management, Zendesk, Freshservice, and Samanage.
