help desk software - · pdf filejanuary 2018 6 help desk software allows internal- or...

HELP DESK SOFTWAREJanuary 2018

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CONTENTS46

Introduction

Defining Help Desk Software

The Quadrant

Help Desk FrontRunners Index

Runners Up

Methodology Basics

7

3241

8

FRONTRUNNERS9 ServiceNow

10 JIRA Service Desk

11 CherwellServiceManagement

12 Samanage

13 ServiceDesk Plus

14 Spiceworks

15 Remedy9

16 Zoho Desk

17 Agiloft

18 ConnectWiseManage

19 Freshservice

20 Track-It!

21 SysAid

22 Mojo Help Desk

23 SMART Service Desk

24 KaseyaVSA

25 VisionHelpdesk

26 Kayako

27 PhaseWareTracker

28 BOSSSolutionsSuite

29 iSupport

30 InvGateServiceDesk

31 SherpaDesk

4J A N U A R Y 2 0 1 8

INTRODUCTION

This FrontRunners analysis is a data-driven assessment identifying products in the Help

Desk market that offer the best capability and value for small businesses. For a given market, products are evaluated and given a score for the capability (x-axis) and value (y-axis) they bring to users. FrontRunners then plots the top 25-30 products in a quadrant format.

In the Help Desk Software FrontRunners graphic, the Capability axis starts at 3.30 and ends at 4.40, while the Value axis starts at 3.30 and ends at 4.60.

To be considered for the Help Desk Software FrontRunners quadrant, a product needed a minimum of 20 user reviews, a minimum capability user rating score of 3.0 and a minimum value user rating score of 3.0. In most cases, we evaluate hundreds of products and feature 20-25 as FrontRunners; all products that qualify as FrontRunners are top performing products in their market.

https://www.softwareadvice.com/help-desk/#top-products

I N T R O D U C T I O N

5J A N U A R Y 2 0 1 8

Each product falls within a designated quadrant based on their axis scores. Dependent on the specific needs of the software buyer, a product placed in any quadrant category could be a good fit.

QUADRANT CATEGORIES:

» UpperRight=Leaders:Leaders are all-around strong products. They offer the highest value and capability in that market.

» UpperLeft=Masters: Masters may have fewer capabilities, but end users value those capabilities highly. Depending on the functionality needed, a product positioned in the Masters quadrant might be a better option to consider than products positioned in other quadrants.

» LowerRight=Pacesetters: Pacesetters may offer a strong set of capabilities, but are not rated as high on value. For example, a Pacesetter might have a breadth of functionality at a higher price point.

» LowerLeft=Contenders: Contenders are strong-performing products that have not yet achieved the value and capability of the products in the other quadrants. For example, products in this quadrant may be more suited for companies that need more specialized functionality that comes at a price.

6J A N U A R Y 2 0 1 8

Help Desk software allows internal- or external-facing IT support groups to initiate,

track, resolve and analyze technical issues. Software Advice’s FrontRunners quadrant is focused on the North American Help Desk market. We identify this set of core capabilities for the Help Desk software category: ticketing/issuetracking, as well as at least one of the following: ITassetmanagement,networkmonitoring and/or service levelagreement(SLA)management. The software must have a focus on ITandtechnicalissues (internal or external), instead of or in addition to other customer service issues more broadly.

In addition, we identify several related features that organizations purchasing Help Desk software may also need or wish to consider. These include: knowledge management, self-service, alerts/escalation, automated routing, billing and invoicing, community forums, customer database, document management, inbox/queue management, known-issue management, live chat, social media integration and tools for gathering feedback.

DEFINING HELP DESK SOFTWARE

7J A N U A R Y 2 0 1 8

THE QUADRANT

All products that qualify as FrontRunners are top performing

products in their market.

8J A N U A R Y 2 0 1 8

HELP DESK FRONTRUNNERS INDEX

9 ServiceNow

10 JIRA Service Desk

11 CherwellServiceManagement

12 Samanage

13 ServiceDesk Plus

14 Spiceworks

15 Remedy9

16 Zoho Desk

17 Agiloft

18 ConnectWiseManage

19 Freshservice

20 Track-It!

21 SysAid

22 Mojo Help Desk

23 SMART Service Desk

24 KaseyaVSA

25 VisionHelpdesk

26 Kayako

27 PhaseWareTracker

28 BOSSSolutionsSuite

29 iSupport

30 InvGateServiceDesk

31 SherpaDesk

9

The scores below are based on numeric value between 1 and 5.

CAPABILITY VALUE

Capability User Rating Value User Rating

Functionality Breadth Adoption Score

Features Customer Base

Integrations Reviews Volume

Confidence Score Google Searches

Customer Base Skills Base

Employee Base

Customer Growth

Employee Growth

J A N U A R Y 2 0 1 8

FRONTRUNNERS SCORECARDSERVICENOW

QUADRANT PLACEMENT: LEADERS

4.30 4.24

4.35 4.22

3.90 4.27

2.90 5.00

4.90 1.00

4.63 4.60

5.00 5.00

4.80

4.60

4.10

10


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

J A N U A R Y 2 0 1 8

FRONTRUNNERS SCORECARDJIRA SERVICE DESK


4.05 4.36

4.38 4.45

3.25 4.27

1.90 4.20

4.60 4.40

4.20 4.40

4.20 4.20

4.40

4.90

3.30

11


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

J A N U A R Y 2 0 1 8

FRONTRUNNERS SCORECARD

CHERWELL SERVICE MANAGEMENT


3.88 4.51

4.44 4.48

3.00 4.53

2.30 4.30

3.70 4.30

3.63 4.90

4.30 4.70

3.60

3.90

2.70

12


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

J A N U A R Y 2 0 1 8

FRONTRUNNERS SCORECARDSAMANAGE


4.13 4.10

4.54 4.55

3.30 3.65

2.90 3.60

3.70 4.90

4.13 2.60

3.60 3.60

3.30

4.80

4.80

13


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

J A N U A R Y 2 0 1 8

FRONTRUNNERS SCORECARDSERVICEDESK PLUS


3.97 4.07

3.99 3.93

3.65 4.22

3.70 4.80

3.60 2.70

4.25 4.20

4.80 4.40

4.70

3.10

4.40

14


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

J A N U A R Y 2 0 1 8

FRONTRUNNERS SCORECARDSPICEWORKS

QUADRANT PLACEMENT: MASTERS

3.39 4.58

4.22 4.35

2.10 4.82

2.90 4.90

1.30 4.70

3.00 4.80

4.90 4.80

3.70

2.40

1.00

15


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

J A N U A R Y 2 0 1 8

FRONTRUNNERS SCORECARDREMEDY 9


3.66 4.25

4.15 4.25

2.95 4.25

4.70 4.40

1.20 3.30

3.40 3.60

4.40 4.90

4.90

2.40

1.90

16


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

J A N U A R Y 2 0 1 8

FRONTRUNNERS SCORECARDZOHO DESK


3.85 3.97

4.40 4.45

2.55 3.50

1.40 3.10

3.70 5.00

4.05 4.20

3.10 2.80

4.60

4.20

4.30

17


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

J A N U A R Y 2 0 1 8

FRONTRUNNERS SCORECARDAGILOFT

QUADRANT PLACEMENT: PACESETTERS

4.11 3.68

4.68 4.79

3.80 2.57

4.40 3.20

3.20 1.30

3.30 1.30

3.20 3.20

2.90

4.70

2.40

18


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

J A N U A R Y 2 0 1 8

FRONTRUNNERS SCORECARDCONNECTWISE MANAGE

QUADRANT PLACEMENT: CONTENDERS

3.78 3.83

3.88 3.96

3.75 3.70

2.90 3.70

4.60 3.80

3.60 3.20

3.70 3.90

3.90

3.90

2.90

19


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

J A N U A R Y 2 0 1 8

FRONTRUNNERS SCORECARDFRESHSERVICE


3.99 3.57

4.16 4.07

3.35 3.07

2.30 3.40

4.40 2.90

4.30 1.90

3.40 3.40

4.10

5.00

4.70

20


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

J A N U A R Y 2 0 1 8

FRONTRUNNERS SCORECARDTRACK-IT!


3.39 4.08

4.17 4.19

1.65 3.97

1.90 4.10

1.40 3.20

3.58 5.00

4.10 3.70

5.00

3.30

1.90

21


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

J A N U A R Y 2 0 1 8

FRONTRUNNERS SCORECARDSYSAID


3.36 3.96

3.88 3.96

2.35 3.97

1.40 4.60

3.30 4.10

3.33 1.90

4.60 4.30

3.20

2.90

2.60

22


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

J A N U A R Y 2 0 1 8

FRONTRUNNERS SCORECARDMOJO HELP DESK


3.64 3.60

4.33 4.49

3.50 2.72

3.70 2.60

3.30 3.60

2.40 2.70

2.60 2.40

2.10

3.70

1.20

23


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

J A N U A R Y 2 0 1 8

FRONTRUNNERS SCORECARDSMART SERVICE DESK


3.85 3.38

4.57 4.69

3.25 2.07

3.70 2.20

2.80 1.70

3.00 1.90

2.20 2.20

1.90

4.20

3.70

24


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

J A N U A R Y 2 0 1 8

FRONTRUNNERS SCORECARDKASEYA VSA


3.87 3.32

3.75 3.85

4.45 2.80

4.70 2.80

4.20 2.60

3.53 3.40

2.80 2.60

3.80

4.40

3.10

25


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

J A N U A R Y 2 0 1 8

FRONTRUNNERS SCORECARDVISION HELPDESK


3.73 3.42

4.55 4.60

3.55 2.23

2.30 1.90

4.80 1.60

2.25 3.80

1.90 2.10

1.20

1.00

4.90

26


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

J A N U A R Y 2 0 1 8

FRONTRUNNERS SCORECARDKAYAKO


3.50 3.57

3.47 3.61

4.35 3.53

3.70 3.90

5.00 2.10

2.73 3.70

3.90 3.80

3.40

2.40

1.20

27


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

J A N U A R Y 2 0 1 8

FRONTRUNNERS SCORECARDPHASEWARE TRACKER


3.38 3.65

4.42 4.37

2.55 2.93

3.70 2.60

1.40 3.90

2.15 2.70

2.60 2.90

1.60

3.20

1.20

28


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

J A N U A R Y 2 0 1 8

FRONTRUNNERS SCORECARDBOSS SOLUTIONS SUITE


3.65 3.36

4.51 4.57

2.15 2.15

2.90 1.90

1.40 3.40

3.43 1.90

1.90 1.90

4.30

3.30

4.20

29


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

J A N U A R Y 2 0 1 8

FRONTRUNNERS SCORECARDISUPPORT


3.58 3.38

4.52 4.34

3.05 2.42

4.70 2.30

1.40 2.20

2.25 3.10

2.30 2.30

2.40

2.10

2.20

30


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

J A N U A R Y 2 0 1 8

FRONTRUNNERS SCORECARDINVGATE SERVICE DESK


3.47 3.36

4.42 4.51

2.10 2.20

1.90 2.40

2.30 1.70

2.93 1.30

2.40 2.70

2.80

1.90

4.60

31


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

J A N U A R Y 2 0 1 8

FRONTRUNNERS SCORECARDSHERPADESK


3.32 3.43

4.79 4.80

2.00 2.07

1.40 1.40

2.60 3.10

1.70 4.10

1.40 1.20

1.20

1.00

3.20

32J A N U A R Y 2 0 1 8

ProviderslistedasRunnersUpwere considered for inclusion in the quadrant, but were ultimately

not included for one or more reasons: they did not have enough reviews; they did not meet the reviews score minimum; they did not meet the ultimate Value and Capability minimum scores; or they did not meet our functionality requirements for the market.

RUNNERS UP

1CRM

8x8

A1 Tracker

Abhisi

Accuratix

AcobotLiveChatRobot

ActiveCampaign

AddressTwo

AdobeMarketingCloud

Advisor

AffinityLiveService

AgentCubed

Agile CRM

AIhelp

AJ Help Desk

Allbound

AlloyNavigator

AlloyNavigatorExpress

Amity

AMPRO

Answerbase

AnswerHub

Aplicor 3C

ApptivoSuite

Ascend-PhysicianRelationshipManagementSystem

AsisteClick

AspectZipwire

AssetManagementIT

AssetManagementServicenow

AssetPanda

AssetTrack

AssetVision

AssetVUEInventory

AssetCloud

33J A N U A R Y 2 0 1 8

RUNNERS UP

AssetLabsStreamline

AssetManage

Assets

AssetStudio

assyst

AtemisCRM

Atera

Automational-CRM

Autotask

AuvikforMSPs

AxencenVision

AzureDesk

BackupandRecovery

BarCloudAssets

BarScan

Base

Batchbook

BeAnywhereSupportExpress

BelManage

BigPanda

Bitrix24

BizChatBox

Black Duck Hub

Blesk

Bloomfire

BlueMountainRAM

BlueCamroo

BlueFolder

Bomgar

Bornevia

BPLogixProcessDirector

bpm’online

bpm’onlinesales

BrandEmbassy

BusinessManCRM/ERP

bxpsoftware

C-Desk

C2 ATOM

CAReleaseAutomation

CA Service Desk Manager

CAFMExplorer

CallPro CRM

CallTaker

Capsule

Casengo

Cayzu

ChangeGear

ChangeGear Service Desk

Chataroo

ChatweeSocialChatWidget

ClarityConnect

ClaritysoftCRM

ClickDesk

34J A N U A R Y 2 0 1 8

RUNNERS UP

CLOHC

Close.io

CloudLifecycleManagement

CloudManagementSuite

CloudMonix

CMDBuild

ComAroundKnowledge

Commence

ConnectWiseAutomate

ConnectWiseControl

Continuum

ConvergeHub

CoolaData

Coredoc

Cosential

CRMnext

Cugic

CustomAnswers

CustomerWise

CXM

CynergyHelpDeskSoftware

DellKACE

Desk.com

DeskCenterManagementSuite

Deskero

DeskPRO

DesktopCentral

Deskun

devContact

Device42

DevOpsboard

Dezide

DominateRFID

DomotzPRO

EasyVista

eBizzers Desk

EBSuite

eHelpDesk

Elementool

elevio

EvantoDesk

EverbridgeITAlerting

Everest

everythingHelpDesk

eyeShare

EZOfficeInventory

Facil HelpDesk

FaveoHelpdesk

FieldForceTracker

FieldAware

FieldPower

FIT | HelpDesk

Flexera

35J A N U A R Y 2 0 1 8

RUNNERS UP

FlexNetManagerSuite

FocalScope

Focus Desk

Footprints

fredknows

Freshchat

Freshdesk

Front

frontdesk.ai

FuseDesk

GeminibyCountersoft

GigaTrakAssetTrackingSystem

GleanView

GoCodesAssetManagement

Gold-VisionCRM

GoogleCloudPlatform

Gorgias

GoToAssist

Goverlan

GreenRope

Groove

GuideTi

HappyFox

Hardcat

HarmonyPSA

Heatsoftware

HelpDeskManagement

HelpDeskMigration

HelpDeskPremier

HelpScout

HelpCrunch

HelpdeskOffice

HelpdeskEddy

Helpjuice

HelpMaster

HelpOnClickLiveChatSoftware

Helprace

Helpshift

HelpSpot

Helpsumo

Highrise

Honcho CRM

Hotline

HPServiceAnywhere

HPEServiceManager

icompleteCRM

iETITSM

iFormBuilder

IFSApplications

iGloo

iHelpdesk

ilos

36J A N U A R Y 2 0 1 8

RUNNERS UP

Impel

IncidentMonitor

inContactCloudContactCenter

InfoFlo

InforCRM

InforEAM

InforServiceManagement

InStream

IntegriaIMS

Interakt

IntuitQuickBase

InvGateAssets

Issuetrak

ITProDashboard

ITAM

ITRP

iuvoDesk Help Desk

Ivanti

JamfPro

JDiscDiscovery

JitBitHelpDesk

Jive-n

KaptureCRM

karmaCRM

KaseyaBMS

kintone

KnowledgeOwl

Koho Service Desk

KronoDesk

KwokInformationServer

LANDESKManagementSuite

Lansweeper

LaunchpadMarketingCloud

LBiHRHelpDesk

LDAPTive

Lessonly

LessonsLearnedDatabase

LighthouseFieldService

LiveChat

LiveAgent

LiveHelpNowSuite

LiveZilla

Loggly

Logicalware

LogicBoxCRM

Logikcull

LogMeInCentral

LogMeInPro

LogMeInRescue

LyncAdapter

MagentrixCustomerandPartnerPortals

MagentrixSocialIntranet

37J A N U A R Y 2 0 1 8

RUNNERS UP

ManageEngineAssetExplorer

ManageEngineOpManager

ManageEngineSupportCenterPlus

MangoApps

MAXRemoteManagement

MaximizerCRM

Merge PACS

mHelpDesk

MicrosoftDynamics365

MicrosoftDynamicsCRM

MIST.Remote

MonetLiveWFO

MothernodeCRM

Mproof

MSM

MSP RMM

mspStack

MyeToolbox

MyHub

N-central

NABDSystem

NagiosNetworkAnalyzer

Nagios XI

Nanorep

NetHelpDesk

NetSuite

NetSuiteCRM+

NetSupportDNA

NetZoom

Nimble

NinjaRMM

Noveldesk

NovoAssetManagement

NovoHelpDeskSoftware

Nutshell

OASISbyIntelliTek

OMNITRACKER

OnContactCRM7

OneDesksuiteofproducts

OneSoftConnect

ONEview-ITAssetManagementSoftware

OpeniTLicenseAnalyzer

OpenLM

Optsy

Oracle CX

OracleE-BusinessSuite

OracleRightNow

OracleSalesCloud

Oracle Siebel CRM

osTicket

OTRS

OxygenServiceDesk

38J A N U A R Y 2 0 1 8

RUNNERS UP

PagerDuty

Parature

PassportInventory

Pega CRM

PeopleSoftAssetManagement

PeopleSoftCRM

PeopleSoftEnterpriseHelpDesk

PHC FX

Planio

PlanPlus Online

Platformax

PrimaveraEAM

ProBusinessTools

PROMYS

ProProfsChat

PRTGNetworkMonitor

Pulseway

QATest

QuickBase

QuiqMessaging

RAMAssetTracking

RAYNETCRM

Re:Desk

ReallySimpleSystems

Reamaze

RedBeamAssetTracking

RedHorseCRM

RedSealNetworkAdvisor

Remedyforce

RepairShopr

Requestor

ReServeInteractive

ResultsCRM

REVEChat

RevulyticsUsageIntelligence

RightNowCX

RosmimanIWMS

Routezilla

Sage CRM

SalesRabbit

Salesforce

Salesforce.comServiceCloud

SalesNexus

SalesNOW

SalesOutlookCRM

SAP CRM

SAPDigitalCRM

SAPHybris

SapphireIMS

SchoolKeep

SeamlessDesk

SeeControl

39J A N U A R Y 2 0 1 8

RUNNERS UP

SellfCRM

Sellsy

ServiceTransactionPortal

ServiceAideCloudServiceManagement

ServiceLedger

ServiceNowExpress

ServiceTonic

ServiceWise

ShareNetAssetManagement

smartImager

SmartSupport

Snapforce

SociousOnlineCommunity

SoffrontCRM

SoftVu

Solve CRM

SpiceCSM

Sprinx CRM

SugarCRM

Sugester

SuiteCRM

SunbirdDCIM

SupaTools

SupportBee

Supportbench

SupportDeskITSM

SureHelp

SWAGClient

SymantecGhostSolutionSuite

SymphonySUMMIT

syslinkXandria

Tagove

Talkus

Tallium

TD/OMS

TeamHeadquarters

Teamleader

TeamSupport

TeamworkDesk

TechinlineFixMe.IT

TechSuite

Teckst

Tele-SupportHelpDesk

TestLodge

The Nexus App

TheServiceProgram

Think Help Desk

Ticksy

TidioChat

TigerpawSoftware

Tivoli Service RequestManager

40J A N U A R Y 2 0 1 8

RUNNERS UP

TOPdesk

TotalNetworkInventory

TrackerRMS

TrackVia

Trakdesk

TRAXX

unitworx

UseResponse

UserVoice

UVdesk

VeriShow

versaSRS HelpDesk

vFire

viCloning

VictorOps

VisionFlow

VisualAssetManager

VitalblocksCRM

Vivantio

Vocalcom

VorexProjectManagementSuite

WalkMe

WaspInventoryControl

WebHelpDesk

WebSuitePro

Web+Center

WebCheckout

WhiteSource

WiseTrack

wordDevSupportDesk

WorkbooksCRM

WORKetc

XIAConfiguration

xMatters

XSellco Fusion

XWiki

Yonyx

Zendesk

ZenossServiceDynamics

Zingtree

ZohoAssist

Zoho CRM

ZupportDesk

41J A N U A R Y 2 0 1 8

The FrontRunnersmethodologyassessesandcalculates a score for products on two primary

dimensions: Capability on the x-axis and Value on the y-axis.

THE CAPABILITY SCORE IS AN OVERALL WEIGHTED AVERAGE OF SCORES INCLUDING:

» End-user ratings of one to five stars on the product’s functionality.

» End-user ratings of one to five stars on the product’s ease of use.

» End-user ratings of one to five stars on the product’s customer support.

» A score, relative to other products in the market, for the product’s inclusion of key functionality for the software category.

» A score, relative to other products in the market, representing the number of other products that integrate with it.

METHODOLOGY BASICS

http://www.softwareadvice.com/frontrunners-methodology/

M E T H O D O L O G Y B A S I C S

42J A N U A R Y 2 0 1 8

THE VALUE SCORE IS AN OVERALL WEIGHTED AVERAGE OF SCORES INCLUDING:

» End-user ratings of one to five stars on overall satisfaction with the product.

» End-user ratings of one to five stars on how valuable users consider the product to be relative to its price.

» End-user ratings of one to five stars on how likely they are to recommend the product to others.

» A score, relative to other products in the market, for the size of the product’s customer base.

» A score, relative to other products in the market, for the number of professionals in the market who have experience with the product (e.g., users, developers, administrators).

» A score, relative to other products in the market, representing the total number of user reviews across the three Gartner web properties.

» A score, relative to other products in the market, representing the average number of times per month internet users search for the product on Google.

M E T H O D O L O G Y B A S I C S

43J A N U A R Y 2 0 1 8

Markets are defined by a core set of functionality, and products considered for, and included in, FrontRunners must offer that core set of functionality. Additional related functionality can contribute to the capability score for a product. To qualify for consideration in a FrontRunners quadrant, a product must have a minimum number of unique, user-submitted product reviews across the three Gartner Digital Markets web properties: softwareadvice.com, capterra.com and getapp.com. The minimum number of reviews required per product may differ by category, but will generally be between 10 and 20 unique reviews.

https://www.softwareadvice.com/

https://www.softwareadvice.com/

https://www.capterra.com/

https://www.getapp.com/

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