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What is your favorite Help Desk Software and why?

Rony_Sklar - PeerSpot reviewer
Community Manager at PeerSpot (formerly IT Central Station)

Hi peers, 

Can you share with other users what your preferred choice is for help desk software and why? Did you compare it to other solutions? 


PeerSpot user
1012 Answers

Syed Abu Owais Bin Nasar - PeerSpot reviewer
Top 5Real User

I will recommend the BMC Helix Remedyforce ITSM solution. BMC Remedyforce based on the Salesforce cloud service platform. It is easy to use. You may access it from any place/device(Desktop/Laptop/Mobile/Tablet). 

Muzaffar  Abbas - PeerSpot reviewer
Top 5Real User


Due to its agility.

Samuel Marble - PeerSpot reviewer
Real User

As a growing mid-sized company, we have been using the "ProProfs Help Desk" for over 2 years now. 

We ended up using a lot of different tools before settling for this one. The best part? The tool offers the perfect balance between affordability and functionality. You can enjoy premium help desk features such as powerful automation, chatbots, ticket management, knowledge base, customizable reports, and more.

Furthermore, the tool makes it easier for its user to share CSAT, NPS, or other feedback surveys with customers. So you can spot bottlenecks early and improve the CX.

JS4 - PeerSpot reviewer
Top 10User

BMC Remedy (Helix) ITSM is superb Helpdesk (servicedesk) tool. As a helpdesk agent, I can quickly create tickets using template; can refer and attached knowledge articles. Relating an incident to problem / change / CI is fairly simple as well. The ticket assignments are automatic, the SLAs gets attached automatically. I can pull reports of my open, closed or pending tickets anytime. I can also access my ticket console on my mobile/tablet devices and start working on it.

For business owners and admins life is fairly good as well, as BMC tool supports customizations, bi-directional integrations. so if you want to automate any IT ticket handling process its possible. LDAP and Email integration is pretty native and can be easily configured.

Compared to other solutions, I think BMC offers more capabilities w.r.t to customizations and choice of deployment.

Roland Zuurveld - PeerSpot reviewer
Top 10Real User

4me; a platform that supports all service management capabilities and extends into other departments like HR and supply chain. Preconfigured out of the box SIAM/ESM capabilities and workflow. Great value for €. Supports small, mid and large size organisations.

Why is a platform the best choice for a Help Desk? The Help Desk is the counterpoint, start and end of all processes. Integration is therefore key to success.

Ian MacFarlane - PeerSpot reviewer
Real User

At the Enterprise level Ivanti, mid-tier SysAid, or SAManage.

Rony_Sklar - PeerSpot reviewerRony_Sklar
Community Manager

@Ian MacFarlane Thanks for your input :) Would you mind sharing a bit about why these products are your top choice for enterprise and mid-tier businesses?

Evgeny Belenky - PeerSpot reviewerEvgeny Belenky
Community Manager

@Ian MacFarlane , following up about the "why" question. Thanks!

Shibu Babuchandran - PeerSpot reviewer
ExpertModeratorReal User

Symphony Summit AI because  SummitAI Service Management is an ITIL verified solution that leverages the latest advances in AI, machine reasoning, analytics and automation. SummitAI helps CIOs and IT leaders of Enterprises and service providers unleash the productivity of IT service operations at up to 45% lower Total Cost of Ownership (TCO).

We've compared it with Manage Engine, Jira & Sapphire.

Shibu Babuchandran - PeerSpot reviewer
ExpertModeratorReal User

SummitAI: An AI-driven IT and Enterprise Service Management Suite

Technology that propels productivity is always at the forefront. SummitAI ensures that its AI-driven knowledge intelligence helps you unleash enterprise productivity, right after its implementation. SummitAI effortlessly brings Service, Asset and Operations Management together to work in concert. The use of machine reasoning and codeless-workflow-based automation delivers greater annual savings in IT Helpdesk Operations and reduces the Total Cost of Ownership.

Vinod Kanna - PeerSpot reviewer
Real User

Service now is also good.  

Marcos L. Domingos - PeerSpot reviewer
Top 5LeaderboardReal User

I think the best solution is one where my team is comfortable facing the challenges of support, integrations, customizations, reporting and updates. There are several solutions that help a lot our digital transformation actions, but having a team always available for maintenance and evolution activities is essential, especially regarding the experience in the language and features that the product offers, all of this giving flexibility to any adjustment in the processes ITIL or unused. I currently work with Clarity Service Management and is meeting expectations. Good luck!

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