SysAid

This is a very robust help desk software I had considered which can be locally hosted or utilized in the cloud. The pricing was the main draw in our case as a start up and it is very reasonable. We will be in over seventy locations within the next year and a half or so and thought it would be prudent to take the cloud based version of their help desk for a test drive during my research phase in order to learn the best for our business. This software allows you to respond quickly and accurately to end user requests and issues. It's geared towards IT service management with incident and request management which utilizes efficient workflows and automation to improve experiences. It also has a self serve portal and password reset, email integration, knowledge bases and remote control. The software ensures issues all have tickets and are monitored by utilizing prioritization, automated routing, categorization, escalation management and service level management. The Network Discovery is one of the strongest features as it will scan your assets and add them to your network automatically which is a huge time saver.

There is a terrific amount of customization and optimization possible in this software. While certainly not a negative at all it's best to allot a good amount of time for integration and setup in order to utilize the best workflows from the top down in your organization. The best efficiency will come from taking the time to understand it in action and this is simply part of the process.

I've surveyed quite a few help desks recently and several IT based as well. This is in the top three for overall features and functionality. And while I have not had a need to contact their support as of yet by all accounts it is awesome and they genuinely care to help. I've read there is always a strong development pipeline as well with new features being added ongoing which is great. It's certainly robust currently and if you're in the market for a strong IT based help desk definitely consider it among your final choices.