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IT HELP DESK SOFTWAREJAN UA RY 2 0 19Powered byMethodology
CONTENTS3 Introduction5 Defining IT Help DeskSoftware6 FrontRunners(Small Vendors)8 FrontRunners(Enterprise Vendors)10 Runners Up15 Methodology Basics2
INTRODUCTIONThis FrontRunners analysisgraphic had a minimum qualifyingis a data-driven assessmentscore of 3.68 for Usability and 3.91identifying products in the IT Helpfor User Recommended, whileDesk software market that offerthe Small Vendor graphic had athe best capability and value forminimum qualifying score of 4.01small businesses. For a givenfor Usability and 3.95 for Usermarket, products are evaluated andRecommended.given a score for Usability (x-axis)and User Recommended (y-axis).FrontRunners then plots 10-15products each on a Small Vendorand an Enterprise Vendor graphic,based on vendor business size, perTo be considered for the IT HelpDesk FrontRunners, a productneeded a minimum of 20 userreviews published within 18 monthsof the evaluation period. Productscategory.needed a minimum user rating scoreIn the IT Help Desk FrontRunnersRecommended in both the Small andinfographic, the Enterprise VendorEnterprise graphics.of 3.0 for both Usability and User3
IntroductionThe minimum score cutoff to be included inthe FrontRunners graphic varies by category,depending on the range of scores in each category.No product with a score less than 3.0 in eitherdimension is included in any FrontRunners graphic.For products included, the Usability and UserRecommended scores determine their positions onthe FrontRunners graphic.4
DEFINING IT HELPD E S K S O F T WA R EIT Help Desk software provides athis set of core capabilities for theplatform for managing IT supportIT Help Desk software category:with tools to track and resolveticketing / issue tracking, knowledgetechnical issues with computerbase, communication tool and IThardware, software and networks.asset management as well as atIt’s typically used to manage aleast one of the following: servicecompany’s internal IT, though it canlevel agreement (SLA) managementalso be used externally, as in theand network monitoring.case of managed service providers.Software Advice’s FrontRunnersis focused on the North AmericanIT Help Desk market. We identify5
FRONTRUNNERS(SMALL VENDORS)F RO N TR U N N ER S F O R IT HE LP DE S K, JA NUA RY 2 0 1 9For each individual rating in both the Usability andUser Recommended criteria, the methodologyweighs recent reviews more heavily.6
FRONTRUNNERSSCORES(SMALL VENDORS)TOTALSCOREUSABILITYSCOREUS E RR E CO M M E N DEDS CO R E1SherpaDesk9.394.694.702Device429.394.854.543VCC Live9.234.634.604BOSS Solutions Suite9.164.704.465InvGate Service 34.558TeamSupport8.894.484.419Alloy NavigatorEnterprise8.874.384.4810Mojo Help ineServiceDesk 4.073.967
FRONTRUNNERS(ENTERPRISE VENDORS)F RO N TR U N N ER S F O R IT HE LP DE S K, JA NUA RY 2 0 1 9For each individual rating in both the Usability andUser Recommended criteria, the methodologyweighs recent reviews more heavily.8
FRONTRUNNERSSCORES(ENTERPRISE VENDORS)TOTALSCOREUSABILITYSCOREUS E RR E CO M M E NDEDS CO R ssist8.864.424.444Spiceworks8.544.254.295JIRA Service .004.053.958SysAid7.993.984.019Solarwinds web help desk7.984.063.9210ConnectWise Manage7.743.694.059
RUNNERS UPActionable ScienceBlueCamrooAdvisorBMC FootprintsAgentCubedBMC Helix RemedyAgiloftBoostHQAIhelpBP Logix Process DirectorAmdocs Customer ManagementBushelAmitybxp softwareAnswerbaseC-DeskAnswerDashC2 ATOMAspect ZipwireCallPro CRMAssetCloudCallTakerAssyst SystemCasengoAutomational - CRMCayzuAzureDeskCG Service DeskBatchbookChangeGearBeAnywhere Support ExpressChatwee Social Chat WidgetBitrix24Clarity ConnectBloomfireClaritysoft CRM10
ClickDeskFaveo HelpdeskCloud Service ManagementFIT HelpDeskComAround KnowledgeFocalScopeCommencefred erWiseFuseDeskDesk.comGazelleDeskeroGemini by CountersoftDeskPROGorgiasDeskunHelp Desk ManagementDiffbotHelp Desk PremierDixaHelpCrunchDomotz PROHelpDesk by IgnatiuzEasyVistaHelpdesk OfficeEBSuiteHelpDesk elpOnClick Live Chat SoftwareeStreamDeskhelppeople CloudEvantoDeskHelpraceeverything HelpDeskHelpshift11
HelpSpotkarmaCRMHelpyKaseya BMSHESKKiodeskHiverKnowledgeOwlHP Service ManagerKustomerIBM SmartCloud Control DeskLANDESK Service DeskiGlooLessonlyiHelpdeskLessons Learned DatabaseIncidentMonitorLiveZillaInfor CRMLogicBox CRMInteraktMagentrix Social IntranetioradManageEngine SupportCenter PlusISL LightMonet Live WFOiSupportMothernode CRMIT Incident SoftwareMSMITRPMSP ManagerITsDone Help DeskMyHubIVCboxN-centralIvinex CRMNABD SystemJitBit Help DesknanoRepKACENerdioKapture CRMNetHelpDesk12
ngDeskQuickBaseOASIS by IntelliTekRe:DeskOctopus by Octopus-ITSM.comReally Simple SystemsOfficeAmpReamazeOMNITRACKERRedHorse CRMOnContact CRM 7RELAYOpSmart Cloud ManagementRequestorOracle CXRichpanel Customer Data PlatformOracle E-Business SuiteSABIOOracle PeopleSoft Enterprise HelpDeskSalesforce EssentialsOracle Right NowSalesforceIQOracle Siebel CRMSalesNexusOrangeCRMSalesOutlook CRMPaldeskSAP Digital CRMParatureSAP HybrisPega CRMSchoolKeepPeopleSoft CRMScriptRunnerPivotal CRMSeamless DeskPlanPlus OnlineSellsyPolar HelpDeskServiceNow Profs ChatSMART SERVICE DESK ITSM13
SmarterTrackTrakdeskSocious Online CommunityTwineSoffront CRMUseResponseSolarWinds MSP AnywhereUserVoice Help DeskSpokeUSU Knowledge CenterSugesterUVdeskSuiteCRMVision HelpdeskSupaToolsVivantio ProSupportBeeVizor HelpDesk & IT AssetsSupportbenchVizor License ManagerSutiDeskVorex Project Management SuiteSymantec ServiceDeskWasp MobileAssetTagoveWeb artersWisdomTeamleaderWix AnswersTele-Support HelpDeskWORKetcThe Service ProgramXWikiThink Help DeskZendeskTicksyZoho DeskTo be CheckedZupportDeskTracker14
METHODOLOGYBASICSThe FrontRunners methodologyassesses and calculates ascore for products on two primarydimensions: Usability on the x-axisand User Recommended on they-axis.The Usability score is a weightedaverage of user ratings including: End-user ratings of one to fivestars on how valuable usersconsider the product to berelative to its price. End-user ratings of one to fivestars on how likely they areto recommend the product toothers.There are up to two FrontRunners End-user ratings of one to fivestars on the product’s ease of use.graphics for each market, one End-user ratings of one tofive stars on the product’sfunctionality.Vendors graphic. The Small VendorsThe User Recommended score isan overall weighted average ofscores including:Small Vendors and one Enterprisegraphic highlights qualifiers fromsmaller (by employee size) vendors,while the Enterprise Vendorsgraphic displays qualifiers for larger(by employee size) vendors.15
M ethodology BasicsMarkets are defined by a core set of functionality,and to be eligible for FrontRunners, productsmust offer that core set of functionality. Corefunctionality required is determined by ourresearch analysts, who provide coverage for andhave familiarity with products in that market.Additionally, a product must have at least 20unique user-submitted product reviews publishedwithin 18 months of the start of the analysis periodacross the three Gartner Digital Markets webproperties: softwareadvice.com, capterra.com andgetapp.com.Inclusion in the Small Vendor or EnterpriseVendor FrontRunners graphics is based on vendoremployee count. Vendors eligible for the EnterpriseVendor graphic must have more than the medianemployee count for all vendors in the market, or100 employees—whichever is greater. Vendorswhose employee counts do not meet either ofthose thresholds qualify for the Small Vendorgraphic.In the event fewer than 10 products qualify for either a SmallVendors or Enterprise Vendors FrontRunners graphic, the vendorsthat do qualify will be combined into a single graphic.116
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SMART SERVICE DESK ITSM. 14 SmarterTrack Socious Online Community Soffront CRM SolarWinds MSP Anywhere Spoke Sugester SuiteCRM SupaTools SupportBee Supportbench SutiDesk Symantec ServiceDesk Tagove Talkus TeamDynamixHE TeamHeadquarters Teamleader Tele-Support HelpDesk The Service Program Think Help
