Overview
IssueTrak has one of the best help desk software packages today. It is the ultimate software solution that can help IT companies and businesses support requests as well as track organization issues. Clients can do anything with IssueTrak’s helpdesk software from tracking issues, problems, tasks, incidents, and even manage trouble tickets. Regardless of what department a problem is coming from, this amazing software can deal with it efficiently. Generally, this web based help desk software can streamline service desk processes, conveniently assign, manage, and track IT support requests, manage IT assets, create and run reports, and manage issue solutions and knowledge base articles. All of these can ideally help increase the satisfaction of end users as well help in the growth of every company that uses it.

IssueTrak can handle a lot of issues such as call center issues, finance issues, human resource issues, facilities issues, and outsourcing issues. Given these details, it is without doubt all the help features that you need.

What are its standard features?
IssueTrak has a line-up of standard features. These features include attachments, automatic assignments, calendar and reminders, email notifications, embedding images and rich texts, and escalations. Other features are issue auditing, operation schedule and time zone, organization and group filters, project management, quick picks, service contracts, service level agreements, screen pops, solutions, workflow and task management, and schedule agent availability.

With these features, IssueTrak allows its clients to add files of any size and allows these files to be formatted to users, issues, projects, organizations, and knowledge base articles. It also has the capacity to ascertain immediate responses from assignees and submitters and simultaneously handle work related issues. Through time zone and operation schedule features IssueTrak can adjust time calculations according to operation schedule and user time discrepancies.

Furthermore, with regards to project management IssueTrak can track and estimate expenses and the timeline which progress through multiple project issues. For the solutions part, it solves all issues consistently with professional messages through pre-defined solutions. Workflow task management commences pre defined procedures like new hires, change management, and task groups.

IssueTrak has many other amazing features to discover. All of which are equally useful and easy to handle.

Why is their product unique?
IssueTrak is unique help desk software. What makes it stand out from other software of its kind are its well defined system structure, customizable system options, and user self service. It can create a big difference in any organization that uses it and it is quite easy and simple to handle.

What can they improve upon?
IssueTrak can probably improve upon a more defined interface e.g. bigger font and wider vertical spacing between details. Other than these, IssueTrak is almost perfect and has nothing more to improve upon.

What type of company does their product fit best?
IT companies will make IssueTrak’s web based helpdesk software very useful. Big and small companies whose business is distributed worldwide can use this best for further organization and monitoring of products, services, customer care, and employee status.

Overview
SysAid is a company that provides software management tools for small to medium businesses worldwide. Established in 2002 and formerly known as Ilient, SysAid has well provided efficient software tools for first rate Customer Service and Help Desk Support. Built with ITIL methodology, the features of its software are very customer specific made precisely to provide customer satisfaction. The organization of IT service requests is what its SysAid’s helpdesk software is all about. Its features are fully customizable and it can definitely change the way businesses handle their system problems.

What are its standard features?
The standard features of SysAid IT web based help desk software are geared towards providing the best and most intuitive choices for every client to make their business system become more convenient and manageable. Generally, its features include Web Based Help Desk Software, asset management, monitoring, reports and analysis, manager dashboard, and project and task management.

SysAid can allow service requests to be configured according to location and category. These requests can also be sorted according to other fields such as due date. With regards to asset management it has an automatic deployment tool and all changes can be stored in a permanent computer record including software, hardware, and service history. A standard feature that makes SysAid a whole lot better is that visual representations from monitoring tests can be seen through graphs. Reports can also be shaped up to meet an administrators needs. These reports can customize, sent, or scheduled for different users to see. SysAid is also designed to help software users list and manage tasks and projects.

Why is their product unique?
SysAid web based helpdesk software is a unique product because it is specifically created for IT management thus making it a better way to meet the growing demands of organizations seeking for the right kind of helpdesk. It is unique for a lot of other reasons including the fact that installing it only takes a few minutes and obstacles can be immediately eliminated with the help of a trustworthy support team.

What makes it stand out that other software of its kind is that it is the only IT software that presents full communication abilities and it is very much customizable. It also has  a sole interface that presents remote control , web based help desk software, IT activity analysis tools, and asset management.

What can they improve upon?
Since SysAid has everything in it, further improvisation is not necessary at this time. However, if clients want something more out of it then this something that it can improve upon. The interface is excellent, the pages can be easily manipulated, and it seems that it is almost perfect just the way it is.

What type of company does their product fit best?
SysAid fits best on any company that uses it and trusts it to be a reliable web based help desk software. Any IT company or IT business can greatly benefit from such product.

<Overview
Remedy is your ultimate solution for running a flaw free company. The BMC Remedy IT Service Management Suite is known as the number one choice for ITIL aligned service management processes. The services this software offers are superb and it has surely proven to be an effective way to help you handle your business the easy and effective way. Remedy has a list of amazing service desk software that is specifically designed for targeted management actions. Remedy’s Business Management Solutions bring an all embracing approach and integrated platform for IT management.

There is a bevy of BMC service desk solutions that you can choose from. This includes the BMC Remedy Service Desk, BMC Remedy OnDemand, BMC Service Desk Express Suite, and BMC ServiceDesk on Force.com. All of these solutions offer specific features that cater to every businesses needs. It has management applications that have purpose built architecture and great process flows. With BMC solutions, critical services can be put into focus and support activities can be prioritized. Software that is as good as this can greatly increase staff consistency and productivity through automated processes, tasks, and policies.

With BMC Service Desks, IT supports costs can evidently be reduced because of features that are made for perfection.

What are its standard features?
The standard features of Remedy’s line of service desk focus and include functions that brings solution throughout your whole IT organization which surpasses operations to support, physical to virtual, and mainframe to distributed systems. When it comes to request and support, these services desks can cover asset management, identity and knowledge management, service request management, incident and problem management, and change and release management.

For provision and configuration BMC solutions can dramatically boost the speed and overall quality of application releases with its application, client, network, and server automation systems. As a service desk it can integrate and orchestrate data with its Configuration and Management System (CMS), Discovery and Dependency Mapping, Service catalog, Service level Management, and Dashboards and Analytics.

Monitoring and operation solutions include programs that handle application problem resolution, capacity management, data management, enterprise scheduling and workload automation, event and impact management, mainframe automation, middleware management, performance and availability management, and storage management. Other than monitoring and operating BMC also includes standard features for planning and governing. This involves demand and resource management, financial planning and budgeting, IT Controls and Policy Management, Service Cost Management, and Supplier Management.

Why is their product unique?
BMC Remedy IT Service Management service desks is a unique product because of the many one of a kind features it presents. Unlike other help desk software, BMC has initiatives that can help any implementation of solution

What can they improve upon?
With the list of features provided by BMC for its clients, it has nothing more to improve upon.

What type of company does their product fit best?
Any company would fit well with the BMC Remedy IT Service Management. Big or small corporations who need its services can simply attain the benefits of its services.

Overview
The ZenDesk help desk software can do a lot of great things to any organization that uses it. Primarily, it can improve customer service as well as make ticket tracking easy. ZenDesk is an easy to use integrated interface for managing help desk workflow. It is compatible with a majority of 3rd party software applications and can develop reports than can track customer problems as well as find its solutions.

ZenDesk is help desk software that can monitor the effectiveness of customer service program together with targeted reports. What’s more is that it has a totally customizable ticket tracking that can fit the specific needs of a company. ZenDesk is more than just regular web based help desk software. It has features that can make project management easy to handle and the organization of company data or details more convenient.

With ZenDesk, faster resolutions are achieved along with greater customer satisfaction and seamless integration.

What are its standard features?
Some standard features of ZenDesk help desk software include CSV and XML export, multiple time zones, multiple end use languages, SSL hosting, ticket managing, powerful personalized filters, full audit trail, and powerful search, and intelligent macros. There are also other standard features which include mobile applications, multiple channels, rules engine, flexible templates, customizable ticket fields, user sharing and organization, data export and analysis, secure servers, and moderation tools.

ZenDesk also have features that are especially for the community. Communities can be invited to bring in ideas for product improvement and they can also find answers to their questions in forums wherein moderators comment for answers. Customers can even vote and your company can get an immediate feedback. With these feature content can be targeted to the right audience and customers can search knowledge base.

Furthermore, with ZenDesk’s seamless integration system, API’s can be built with ease and JAVA widgets can be customized for direct interaction from within ZenDesk. With seamless integration push notifications, notifications can be configured through SMS, email, social networking sites, and many more.

These are just a few of the many highlighted features available in ZenDesk. The best way to discover their capabilities and efficiency id try it yourself.

Why is their product unique?
ZenDesk is unique because of its unlimited features. The fact that everything a company needs for organization and management is under one amazing piece of software, ZenDesk has without doubt proven the virtual world to be a unique creation.

What can they improve upon?
Of course, the improvisation of a product has to remain regular since people’s needs are changing by the minute. As for ZenDesk today, it needs no further improvisation. Another amazing feature added on its software could be another shocker for companies that can benefit from it.

What type of company does their product fit best?
All sorts of companies that use IT as its foundation and major organization tool can fit best for ZenDesk. This software is close to perfection that companies big or small can benefit from its smallest feature.

Overview
Hornbill help desk aims at minimizing chaos at work. It may only be simple looking software but it is a powerful program management tool that allows IT reliant companies to be organized and bring all the support they can to their clients. Hornbill’s IT Helpdesk Software is specifically designed for smaller organizations. It only caters to such company size because the software aims at delivering low ownership cost, deployment speed, ease of use, and quick user adaption. The smaller the organization the faster the system can prove its worth.

This software by Supportworks Essentials presents lower cost of ownership but at the same time it provides a complete service desk that comes with an award winning lineage. Anyone who opts to use this tool can either choose subscription pricing or standard license. Furthermore, this IT help desk brings every client a totally customizable unique helpdesk solution with a level of performance that is above exceptional. With this software, users are able to do a lot of productive things from IT service management solution towards a higher rate of return.

When using Supportworks Essentials IT Support software, clients will surely understand the usefulness of a reputable solution finder and maker.

What are its standard features?
Supportworks Essentials IT Support software includes standard features that include Web Self-Service for clients, easy to handle system, venture level performances from reliable solutions, speedy deployment, quick user adaptation, and complete upgrade path to major Hornbill solutions as needed by the business. Other amazing features for this website include call management automation that is flexible and functional enough to bring a complete help desk solution.

All of these features present great benefits to every client who uses it. These benefits come side by side with every feature presented. With this software, customer service requests can be automated and streamlined and customer satisfaction can be very much improved. As part of these benefits, IT support staff can be increased in terms of productivity and technician training can also be reduced.

Hornbill also has something for HR/Payoll service desk. Hornbill’s Employee Support Desk solution is specifically designed for the human resource or payroll department or even outsourced service providers of such company branch. This feature involves solving enquiries from employers, freelance contributors, and contractors. All of these interactions are recorded for responses to be delivered in timely manner.

Why is their product unique?
Hornbill’s help desk software is unique as it caters and reaches out its services to specific organizations. With this strategy, the services it offers are more customized to meet and target the needs of its clients.

What can they improve upon?
Hornbill can extend their services to other sectors in the business world. With their existing software, there is nothing more to improve upon.

What type of company does their product fit best?

Since Hornbill help desk software are designed for specific companies relying on IT as a solution, it fits greatly for this purpose. However, it can also be helpful for bigger corporations and their individualized departments thus it can still function as a software for smaller purposes.

Overview
CoAction is one of the many help desk services that can be easily accessed these days. With this kind of software, companies have decreased their workload and the monitoring of employees has become more organized. With CoAction, customer collaboration can be made easier and their questions can be handled with ease and customer satisfaction can be achieved the soonest time possible. CoAction helps deal with an organizations task management, email management, document management, and project management. These are the very heart of this software. CoAction specifically targets in achieving success for managing these areas.

CoAction has easy to use and advanced features that can bring power to the simplest applications. It has a collaboration space that guides and allows users towards an easy software access. Its Collaboration Enabled Business Apps can be customized and even designed per client preferences. This software has taken customization to the next level including customizable reports, workflows, forms and views, data storage, security, dashboards, and so much more. This part of CoAction has made it something that an IT service company must have. It is not only user friendly but at the same time it is very cost effective.

What are its standard features?
CoAction has numerous features including analytical dashboards, powerful search metaphors, easy workflow definition wizard, automated or manual status changes, easy to use mapping tool, audit history, territory management, Excel/CSV Exports, call logging, letter templates, task creation, and action history.

These standard features can handle help users create tasks and alerts, route items, and send email. With an easy workflow mechanism a task can be done in the shortest time possible. Items can be accessed immediately and drilled down with its rich analytical dashboards thus allowing actions to be performed flawlessly. Status changes can be updated along with custom colors, labels, and icons in an automated or manual manner.

CSV and Excel files for contacts, accounts, or items can be imported with its user friendly mapping tools. CoAction has even provided a better feature which allows all actions done in an item to be recorded along with its user ID stamp, time, and date. It also has an easy to manipulate report wizard for personal reports on items, accounts, and tasks. When it comes to further escalation or processing, an item can be assigned or reassigned to a certain user. Search results can be narrowed down with the use of ranges, Boolean operators, and wild cards.

Why is their product unique?
CoAction is a unique product because it is simple software that has everything in it. It is so unique that clients can choose which applications to incorporate in the software.

What can they improve upon?
CoAction is an amazing technology and it has nothing more to improve upon. A few advancements for the future can probably be a necessary improvement for CoAction.

What type of company does their product fit best?
Any company that relies on IT for its programs and management can fit best for CoActions help desk software.

Overview
Autotask help desk stays true to its motto as a software that makes IT business run better. It is a totally customizable strongly designed web based tool that gets things done to efficiently bring about the process of making business profitable through the adequate managing of people, costs, and time. All of these can be attainable through Autotask’s secure, affordable, expendable, and user friendly solution. This program management system has an impressive software feature set.

With the Autotask help desk software, client reports according to the number of billable hours can increase significantly. Once this project management software is implemented, customers can expand their usage and have everything they need to run their IT business. This all in one web based software offers a complete command and control system to sell, implement, and deliver services as well as bills to clients. More profits are where Autotask leads its clients.

Autotask is an integrated solution. Clients can choose between Autotask Go and Autotask Pro which are both made with powerful features that run from a single data base and is even accessible from a single screen. It can be configured to fit unique IT services business processes. Talk about convenience!

What are its standard features?

Autotask has the following standard features:

• MS Office and MS Project friendly
• Single easy access to profitability overviews and status all of which are in real time approach.
• Automated billing options with hassle free cost and budget management
• Tracking and time of approvals time sheet
• Document Storage for sales materials and contracts for total software efficiency
• Has a Robust Project Management tool that enhances the efficacy of the entire project
• Has vendor management tools that keep projects done on time and on the appropriate budget
• Contracts can be managed well with its project tracking and reporting system
• Has a Help and Service desk management feature that allows the possibility towards effective management of tickets and requests.
• Resources can be managed and planned by availability, skill, and performance level
• Existing resources on familiar software can be streamlined through outlook integration
• Has stronger accounting software solutions
• Integrated to QuickBooks
• Has add-ons such as Client Access Portal, Taskfire, VARStreet Advance Quoting & e-commerce, Autotask LiveMobile, and many others
• Expandable, secure, and very much customizable to fit every client’s business needs.

Why is their product unique?
What makes Autotask help desk software unique is the fact that it has more power, more add-ons, and the software can be extended to more helpful services.

What can they improve upon?
Given the idea that Autotask is already equipped with everything an IT company might need, it has nothing more to improve upon except to cope up with its client’s future demands.

What type of company does their product fit best?
All types of IT companies fit best for the Autotask help desk software. Its features can bring benefits to big or small IT corporations around the world as it has a user friendly interface.

Overview
HelpSTAR help desk software is an out of the box solution. Like other help desk solutions on the market, HelpSTAR offers a variety of features to manage the total help desk process and post evaluation for total quality improvement. You can purchase a 2-person license for about $5,000. Additional licenses are in the $700 range. The product is top notch and more sophisticated than the others I reviewed. Using it was a pleasure and enabled me to do my job more effectively and I had an increased number of satisfied clients as a result.

What are its standard features?
As I am a director of support services, a product that adequately supports my organization’s needs, will not only provide a great help desk solution, but it will also increase productivity across the departments that we service. HelpSTAR provided me with a complete solution, which enabled my department to claim efficiencies throughout the organization. During bonus time, this added to my person bottom line!

Installation was a breeze, thanks to the wizards that walked me through each step. The wizards assisted with understanding the relationship between the data that I was using across the system. For example, when adding users, HelpSTAR was clear to define the user as internal or client. The user permissions allowed for a decent amount of flexibility. Within 20 minutes, we were up and running. This was the quickest installation I have seen in this type of a software platform.

The features include problem and incident management, knowledge, change and asset management. The reporting features were of interest to me as they offered data analysis that could be applied to my total organization, not just my department. Asset and configuration management are also standard with this program.

Why is their product unique?
Like other products in this arena, HelpSTAR offers many features. After using the product, it becomes clear that these features were well thought out, with great detail. Some of the other systems reviewed seemed to be more concerned with the number of features available, not the value of each to the user. HelpSTAR addresses the concerns of support staff, management, and the customer as well. This ensures that every at every touch point, the user has a better experience with the product and can get their jobs done quickly and efficiently.

What can they improve upon?
Given the sophistication lever of the product, we expect bugs and system issues to be present. The problem is that the bugs are, in my opinion, not addressed to my satisfaction. The database is not portable, like some of the other programs. Finally, despite my high speed internet connection, the web component does not run as quickly as the others that I reviewed.

What type of company does their product fit best?
This product is great for a small business, which needs a program they can grow with, and larger businesses that seek to improve upon what they are already using.

Overview
The Web Help Desk features a straightforward and intuitive, interface. The program is 100% web based and only a web browser is required to use the application. Web Help Desk allows for multiple remote access points, from any web browser. There are no additional downloads, Flash, or other plug-ins required. The system accommodates multiple platforms including Mac OS X Server, Windows 2000 Server or later, Linux, and Solaris.

What are its standard features?
The Web Help Desk has a feature that allows the user to specify parameters that will logically assign new tickets to various technicians. The parameters include geographical location, technician skill-set, work schedule and work load. This feature balances the workload by who is most qualified for the ticket and ensures that the tickets are spread among all technicians. This allows for reporting by location, department, or workgroup. Jobs can also be assigned to a particular work pool, so that the technicians can select from all the tickets in the system.

Web Help Desk allows for managing hardware and software by client. This is a feature not widely available at this time with other help desk programs. The system manages hardware leases and warranty end dates as well. Web Help Desk also has an invoicing feature that allows you to track labor, travel time, and generate instant PDF quotes. Want to offer paperless billing for your client? Web Help Desk offers your clients to download their monthly invoice right from the site or see their account balance in real time.

The integrated FrontBase server, ensures that all of your critical data is stored in a relational database, which can be used to queue for reporting purposes or download into another program. This enables the data to be analyzed by various departments in an effort to improve on efficiency across departments.

Why is their product unique?
Web Help Desk has a unique feature that converts emailed requests into ticket numbers. As the ticket is worked on, the customer receives email updates, which relays any notes, status or technician reassignment. These can be sent to dedicated e-mail accounts or individual technicians. This creates efficiencies as the help desk can be automated and not manned by live operators.

What can they improve upon?
Web Help Desk has many added features, which claim to increase productivity. They on the surface appear to increase productivity, but utilizing all of them requires additional time. It is not clear if the multiple add-ons and features are a benefit or possibly make the program too complicated.

What type of company does their product fit best?
The product seems to be applicable and expandable in a wide range of business applications. The many features may provide additional resources and utilities, but may be unnecessary for a smaller business seeking a simple starter program.

Overview
Novo’s Help Desk software offers an incident tracking solution that is applicable in most support and customer service settings. The user interface can be utilized out of the box or modified to fit your business’ needs using the customizable interface feature
 
Some of the features are automated incident routing, automatic email notifications, custom business and user settings, and reporting.  As with most of Novo’s products, the Help Desk can be combined with optional modules. The Help Desk software is a 100% Web Based Online Customer Support Software. The only requirement is a web browser. 

What are its standard features?
Novo’s help desk software is a good solution for those businesses that have no such system in place and those businesses whose current system is no longer meeting the company’s needs. The Novo central marketing theme is that it is a cost saving measure as it significantly reduces the time spent on managing help desk issues
 
The Novo Help Desk management software comes with an Intranet/Extranet web customer support portal, internet help desk software, issue tracking, inter-department service request tracking – i.e. equipment tracking. The customer submits a report, which is assigned a ticket number and placed in the queue for resolution. This enables you to save time and resources staffing inbound phone lines. The staff themselves can create a ticket as well. Customers can track the status of the ticket through the user interface.  Novo’s help desk suite also allows managers to easily track and organize ticket numbers by department or group, with the senior most managers being able to see all the tickets in the system. The administrator dashboard is a fully customized feature that allows you to sort and/or view based on specific parameters. It has the capability for drag and drop, arrange and sort. One of the best features is the ability to set up custom workflows.

Why is their product unique?
Novo has a knowledgebase software add on, to enhance the customer experience by providing self help to the customer. These can be purchased together as the Novo Custom Customer Support Suite. The knowledgebase saves money and time by reducing call volumes, manage repeat issues, allow your high level technicians/engineers working on valued added projects. Other software manufacturers have the ability to develop a knowledge base, while Novo has one ready to go, out of the box.

What can they improve upon?
Novo has done an excellent job of offering a solution that has just the features you need and the ability to upgrade and add on in the future. There is not much to improve upon in this reviewer’s opinion.

What type of company does their product fit best? 
Given its ability to expand and be combined with Novo’s other products; it appears that this software is geared towards large companies, whose needs are very specific. This does not mean that it is not applicable for small to mid size businesses however.