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Use IT help desk tools to track, resolve and prevent IT incidents

Last updated:November 2018

Editor's note

Help desk management tools play a key role in IT support in the modern enterprise. Every time a worker or customer submits a help desk or incident ticket, IT help desk tools help admins to track, manage and ultimately resolve issues to keep workflows and services running efficiently, to meet business requirements, and to maintain worker productivity and customer satisfaction.

The IT Infrastructure Library (ITIL) is one of the most common frameworks for IT help desk tools. The process begins when the user logs an incident ticket with the help desk and it ultimately ends with incident resolution. In some systems, the new incident information is then added to a knowledge base for future reference.

To select the ideal help desk management software, IT admins must consider the size of their organization. Whether they work for a smaller organization, SMB or a larger organization, admins must first know exactly what functionalities to look for when evaluating prospective platforms.

The business benefits that a help desk system provides can be numerous, including cutting expenses, improving service-level agreement measurement, driving system and product improvement, and reducing the reoccurrence of problems.

With these invaluable benefits in mind, buyers must know what functionalities the leading vendors offer in terms of:

  • Communication
  • Ticket management
  • Call agent management
  • Ticket data and knowledge base tools
  • Custom reports
  • Product support
  • ITIL-compliance
  • Multilingual features
  • Third-party interface

In this guide, expert Gary Olsen gives readers a comprehensive overview of exactly how IT help desk tools function, how they benefit organizations of varied sizes and what prospective customers should look for in a system.

Lastly, this buyer's guide provides in-depth roundups detailing the leading vendors on the market and what they offer in regard to the important features presented above. With this information handy, IT buyers can find the right system to help resolve problems in the most timely and efficient manner possible.

1Keep the business afloat with help desk management software

Learn about the different business scenarios in which IT help desk tools can benefit an organization and keep workers and customers online and engaged.

2Look at these key capabilities when assessing help desk tools

Learn and compare what features and functions are available from the leading help desk management vendors.

3Discover top help desk management tools

The help desk tool market includes many vendors for buyers to consider. Read these in-depth overviews that detail the help desk management tools available.