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IT HELP DESK SOFTWAREJ U LY 2 0 18Powered byMethodology
CONTENTS3 Introduction5 Defining IT Help DeskSoftware6 FrontRunners(Small Vendors)8 FrontRunners(Enterprise Vendors)9 Runners Up12 Methodology Basics2
INTRODUCTIONThis FrontRunners analysisIn the IT Help Desk FrontRunnersis a data-driven assessmentinfographic, the minimum qualifyingidentifying products in the IT Helpscores were 3.75 for Usability andDesk software market that offer the3.66 for User Recommended.best capability and value for smallbusinesses. For a given market,products are evaluated and givena score for Usability (x-axis) andUser Recommendations (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. Productsneeded a minimum user ratingscore of 3.0 for both Usability andUser Recommended.category.3
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 amarket. We identify this set ofplatform for managing IT supportcore capabilities for the IT Helpwith tools to track and resolveDesk software category: ticketing/technical issues with computerissue tracking, knowledge base,hardware, software and networks.communication tools and IT assetIt is typically used to manage amanagement, as well as at leastcompany’s internal IT, though it canone of the following: service levelalso be used externally, as in theagreement (SLA) management andcase of managed service providers.network monitoring.Software Advice’s FrontRunnersquadrant is focused on the NorthAmerican IT Help Desk software5
FRONTRUNNERS(SMALL & ENTERPRISE VENDORS)4.9F R O NTR U NNER S FO R IT HE LP DE S K, J ULY 2 0 1 8SherpaDeskBOSS Solutions SuiteUSE R R E C O M M E N D E DMojo Help DeskSpiceworksManageEngineServiceDesk PlusPhaseWare TrackerVivantioIssuetrakSamanageJIRA Service DeskServiceAide Cloud Service ManagementGoToAssistWeb Help DeskServiceNow3.6ConnectWise ManageSysAid3.64.9USA B I L I T YFor 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 E1SherpaDesk9.564.734.832BOSS Solutions Suite9.014.424.593Issuetrak8.934.414.534Mojo Help e CloudService Management8.504.264.247ManageEngineServiceDesk Plus8.434.214.238Vivantio8.264.114.159PhaseWare Tracker8.093.934.1610SysAid7.773.943.847
FRONTRUNNERSSCORES(ENTERPRISE VENDORS)TOTALSCOREUSABILITYSCOREUS E RR E CO M M E N DEDS CO R E1Samanage9.024.524.492Spiceworks8.684.224.463JIRA Service Desk8.604.304.304ServiceNow8.354.274.085Web Help Desk8.274.114.166ConnectWise Manage7.843.953.898
RUNNERS UPAgiloftDixaAihelpEasyVistaAlcea HelpDeskelevioAlloy NavigatoreStreamDeskAmdocs Customer ManagementEvantoDeskassysteverything HelpDeskBasic Online CRMFaveo HelpdeskC-DeskFocus DeskC2 viceCherwell Service ManagementGemini by CountersoftCustomerWiseGiva eHelpDeskDeskCenter Management SuiteGorgiasDeskeroHelp Desk ManagementDeskPROHelpCrunchdevContactHelpdesk OfficeDiamanteDeskHelpDeskAdvanced9
HelpdeskEddyNABD gDeskHelpyOMNITRACKERHPE Service ManagerOrangeCRMiHelpdeskosTicketInvGate Service DeskOTRSiSupportPagerDutyITRPPeopleSoft Enterprise HelpDeskITsDone Help DeskPolar HelpDeskIvantiPROMYSIvinex CRMRe:DeskJitBit Help DeskReamazeKapture CRMRELAYKaseya VSARemedy 9KayakoRequestorKoho Service DeskRichpanel Customer Data PlatformliveproSapphireIMSLiveZillaSeamless DeskManageEngine SupportCenter PlusServiceWiseMSMSMART Service Desk10
SmarterTrackThink Help kSupportbenchUVdeskSureHelpVision HelpdeskSutiDeskWeb TracksSymantec ServiceDeskWix AnswersTeamHeadquartersTele-Support HelpDesk11
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.12
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 acrossthe three Gartner Digital Markets web properties:softwareadvice.com, capterra.com andgetapp.com, which have been published within 18months of the start of the analysis period.Inclusion in the Small Vendor or Enterprise VendorFrontRunners graphics is based on the vendor’semployee 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.113
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SMART Service Desk. 11 SmarterTrack Spoke Sugester SupportBee Supportbench SureHelp SutiDesk Symantec ServiceDesk TeamHeadquarters Tele-Support HelpDesk Think Help Desk TOPdesk Track-It! Trakdesk UVdesk Vision Helpdesk Web Tracks Wix Answers.
