Quick Overview
- 1#1: ServiceNow - ServiceNow is a cloud-based IT service management platform that automates ticketing, workflows, and incident resolution for enterprises.
- 2#2: Jira Service Management - Jira Service Management offers IT service desk capabilities with ticketing, asset management, and integrations for agile teams.
- 3#3: Freshservice - Freshservice is an easy-to-use IT service management tool for handling tickets, change management, and asset tracking.
- 4#4: Zendesk - Zendesk provides a robust ticketing system for IT support with automation, AI-powered responses, and multi-channel support.
- 5#5: ManageEngine ServiceDesk Plus - ManageEngine ServiceDesk Plus delivers comprehensive IT ticketing, CMDB, and automation features at a competitive price.
- 6#6: SysAI d - SysAI d is an AI-driven ITSM solution for ticket management, self-service portals, and predictive analytics.
- 7#7: InvGate Service Desk - InvGate Service Desk streamlines IT tickets with asset management, automation, and SLA tracking for mid-sized businesses.
- 8#8: HaloITSM - HaloITSM offers PinkVERIFY-certified IT service management for ticketing, service catalog, and reporting.
- 9#9: Spiceworks - Spiceworks provides free IT ticket management with inventory tracking and community support for small teams.
- 10#10: SolarWinds Service Desk - SolarWinds Service Desk handles IT tickets with asset management, automation, and integrations for network-focused teams.
We ranked these tools based on core functionality (including automation and SLA tracking), user experience (ease of setup and navigation), reliability, and overall value, ensuring they meet varied needs from small teams to large enterprises.
Comparison Table
This comparison table details leading IT ticket management solutions, such as ServiceNow, Jira Service Management, Freshservice, Zendesk, and ManageEngine ServiceDesk Plus, to assist readers in evaluating their options. By examining features, usability, and integration strengths, it simplifies selecting software that matches team needs and operational requirements.
| # | Tool | Category | Overall | Features | Ease of Use | Value |
|---|---|---|---|---|---|---|
| 1 | ServiceNow ServiceNow is a cloud-based IT service management platform that automates ticketing, workflows, and incident resolution for enterprises. | enterprise | 9.5/10 | 9.8/10 | 7.8/10 | 8.5/10 |
| 2 | Jira Service Management Jira Service Management offers IT service desk capabilities with ticketing, asset management, and integrations for agile teams. | enterprise | 9.2/10 | 9.6/10 | 7.4/10 | 8.7/10 |
| 3 | Freshservice Freshservice is an easy-to-use IT service management tool for handling tickets, change management, and asset tracking. | enterprise | 9.1/10 | 9.3/10 | 9.6/10 | 8.7/10 |
| 4 | Zendesk Zendesk provides a robust ticketing system for IT support with automation, AI-powered responses, and multi-channel support. | enterprise | 8.4/10 | 8.6/10 | 9.1/10 | 7.7/10 |
| 5 | ManageEngine ServiceDesk Plus ManageEngine ServiceDesk Plus delivers comprehensive IT ticketing, CMDB, and automation features at a competitive price. | enterprise | 8.5/10 | 9.2/10 | 7.8/10 | 8.7/10 |
| 6 | SysAI d SysAI d is an AI-driven ITSM solution for ticket management, self-service portals, and predictive analytics. | enterprise | 8.1/10 | 8.5/10 | 7.7/10 | 8.0/10 |
| 7 | InvGate Service Desk InvGate Service Desk streamlines IT tickets with asset management, automation, and SLA tracking for mid-sized businesses. | enterprise | 8.4/10 | 8.6/10 | 8.8/10 | 8.1/10 |
| 8 | HaloITSM HaloITSM offers PinkVERIFY-certified IT service management for ticketing, service catalog, and reporting. | enterprise | 8.7/10 | 9.0/10 | 9.2/10 | 8.4/10 |
| 9 | Spiceworks Spiceworks provides free IT ticket management with inventory tracking and community support for small teams. | other | 7.8/10 | 7.5/10 | 8.2/10 | 9.6/10 |
| 10 | SolarWinds Service Desk SolarWinds Service Desk handles IT tickets with asset management, automation, and integrations for network-focused teams. | enterprise | 7.6/10 | 8.2/10 | 7.4/10 | 6.9/10 |
ServiceNow is a cloud-based IT service management platform that automates ticketing, workflows, and incident resolution for enterprises.
Jira Service Management offers IT service desk capabilities with ticketing, asset management, and integrations for agile teams.
Freshservice is an easy-to-use IT service management tool for handling tickets, change management, and asset tracking.
Zendesk provides a robust ticketing system for IT support with automation, AI-powered responses, and multi-channel support.
ManageEngine ServiceDesk Plus delivers comprehensive IT ticketing, CMDB, and automation features at a competitive price.
SysAI d is an AI-driven ITSM solution for ticket management, self-service portals, and predictive analytics.
InvGate Service Desk streamlines IT tickets with asset management, automation, and SLA tracking for mid-sized businesses.
HaloITSM offers PinkVERIFY-certified IT service management for ticketing, service catalog, and reporting.
Spiceworks provides free IT ticket management with inventory tracking and community support for small teams.
SolarWinds Service Desk handles IT tickets with asset management, automation, and integrations for network-focused teams.
ServiceNow
enterpriseServiceNow is a cloud-based IT service management platform that automates ticketing, workflows, and incident resolution for enterprises.
Predictive Intelligence, which uses machine learning to automatically classify, route, and suggest resolutions for tickets based on historical data.
ServiceNow is a premier cloud-based IT Service Management (ITSM) platform that excels in IT ticket management through its Incident Management module, enabling efficient creation, tracking, prioritization, and resolution of IT issues. It leverages AI-driven automation, predictive intelligence, and workflow orchestration to streamline service desk operations and reduce mean time to resolution (MTTR). Beyond core ticketing, it integrates seamlessly with IT operations, asset management, and other enterprise services for a holistic ITSM experience.
Pros
- Comprehensive AI and automation capabilities like Virtual Agent and Predictive Intelligence
- Highly scalable for enterprise environments with robust integrations
- Advanced reporting and analytics for actionable insights
Cons
- Steep learning curve and complex initial setup
- High pricing that may not suit small businesses
- Customization requires developer expertise
Best For
Large enterprises and mid-sized organizations with complex IT service needs requiring scalable, AI-enhanced ticket management.
Pricing
Custom enterprise subscription pricing; ITSM Professional starts around $100-$150 per user/month, with additional modules and implementation fees.
Jira Service Management
enterpriseJira Service Management offers IT service desk capabilities with ticketing, asset management, and integrations for agile teams.
Insight-powered IT Asset Management (CMDB) for linking tickets to infrastructure assets
Jira Service Management is a comprehensive IT service management (ITSM) platform built on Atlassian's Jira foundation, designed for handling IT tickets, incidents, service requests, and changes. It provides customizable workflows, SLA management, automation rules, and customer self-service portals to streamline service desk operations. With integrations to Confluence for knowledge bases and Opsgenie for alerting, it supports ITIL best practices and scales from small teams to enterprises.
Pros
- Highly customizable workflows and powerful automation capabilities
- Seamless integrations within Atlassian ecosystem and third-party tools
- Robust SLA tracking, reporting, and asset management (CMDB)
Cons
- Steep learning curve due to complex interface and configuration
- Pricing scales quickly for larger teams with premium features
- Overkill for very small teams or simple ticketing needs
Best For
Mid-to-large IT service desks and enterprises requiring ITIL-compliant, highly customizable ticketing with deep integrations.
Pricing
Free for up to 3 agents; Standard at $8.15/user/month (annual, min 1 user); Premium at $16.30/user/month; Enterprise custom.
Freshservice
enterpriseFreshservice is an easy-to-use IT service management tool for handling tickets, change management, and asset tracking.
Freddy AI Copilot, which provides real-time ticket summaries, suggests solutions, and automates routine tasks using contextual insights.
Freshservice is a modern, cloud-based IT service management (ITSM) platform that excels in IT ticket management, helping teams handle incidents, requests, changes, and problems efficiently. It features a robust ticketing system with automation, self-service portals, asset management, and real-time analytics to improve IT operations. Designed for ease of adoption, it integrates seamlessly with tools like Slack, Microsoft Teams, and Jira, making it ideal for streamlining IT support workflows.
Pros
- Intuitive, modern interface with excellent mobile app support
- Powerful no-code automation and AI-driven insights via Freddy AI
- Strong integrations and comprehensive ITSM capabilities out-of-the-box
Cons
- Pricing escalates quickly for advanced features and larger teams
- Limited customization options in entry-level plans
- Reporting dashboards lack deep flexibility without add-ons
Best For
Mid-sized businesses and IT teams seeking a user-friendly, scalable ticketing solution with automation to replace legacy helpdesk tools.
Pricing
Starts at $19/agent/month (Starter, billed annually); Pro at $59/agent/month; Enterprise custom pricing with a free trial available.
Zendesk
enterpriseZendesk provides a robust ticketing system for IT support with automation, AI-powered responses, and multi-channel support.
Sunshine Conversations for seamless omnichannel messaging, unifying IT support across chat, email, SMS, and social channels in one workspace
Zendesk is a cloud-based customer service platform that provides comprehensive ticketing capabilities, making it adaptable for IT ticket management through automated workflows, multi-channel support, and collaboration tools. It enables IT teams to handle incidents, requests, and changes via email, chat, web forms, and integrations with tools like Slack and Microsoft Teams. With AI-driven features and robust reporting, it streamlines resolution processes but lacks deep ITIL-specific functionalities like native CMDB or asset management.
Pros
- Highly intuitive interface with quick setup for ticketing workflows
- Extensive automation, AI bots, and omnichannel support for efficient IT helpdesk operations
- Vast app marketplace with 1,000+ integrations for IT tools like Jira and Okta
Cons
- Pricing escalates quickly for advanced features needed in enterprise IT environments
- Limited built-in IT asset management or CMDB compared to dedicated ITSM tools
- Reporting and analytics require add-ons for deep IT service metrics
Best For
Mid-sized IT teams seeking a user-friendly, scalable ticketing solution with strong automation and multi-channel intake, without needing full ITIL compliance.
Pricing
Starts at $55/agent/month (Suite Team plan) billed annually; scales to $115/agent/month for Enterprise with advanced AI and security features; custom pricing for large deployments.
ManageEngine ServiceDesk Plus
enterpriseManageEngine ServiceDesk Plus delivers comprehensive IT ticketing, CMDB, and automation features at a competitive price.
Integrated CMDB for seamless IT asset discovery, mapping, and dependency visualization
ManageEngine ServiceDesk Plus is a robust IT service management (ITSM) platform designed primarily for handling IT tickets, incidents, service requests, and changes. It provides a centralized portal for ticket tracking, automation workflows, asset management, and self-service options to improve IT team efficiency. With both cloud and on-premises deployment options, it scales well for small to large organizations seeking comprehensive ITSM capabilities.
Pros
- Comprehensive ITSM modules including CMDB, change, and problem management
- Strong automation and workflow customization capabilities
- Excellent integration with other ManageEngine tools and third-party apps
Cons
- Steep learning curve for advanced features and customizations
- On-premises setup can be complex and resource-intensive
- Mobile app lacks some desktop functionalities
Best For
Mid-sized to large enterprises needing a full-featured ITSM suite with asset management integration.
Pricing
Free edition for up to 5 technicians; paid plans start at ~$10/technician/month (Standard), up to $45+ for Enterprise with advanced features; annual billing.
SysAI d
enterpriseSysAI d is an AI-driven ITSM solution for ticket management, self-service portals, and predictive analytics.
Sapiens AI Copilot for intelligent ticket routing, automation, and predictive analytics
SysAI d is a robust IT service management (ITSM) platform specializing in ticket management, offering automated ticketing workflows, self-service portals, and AI-driven automation to streamline IT support. It integrates help desk functionality with asset management, change management, and ITIL-compliant processes for efficient incident resolution. Designed for IT teams, it provides advanced reporting, SLA tracking, and mobile accessibility to enhance service delivery across organizations.
Pros
- Comprehensive ITSM suite with strong automation and AI capabilities
- Customizable workflows and detailed reporting tools
- Excellent integration options with third-party apps and mobile support
Cons
- Steeper learning curve for non-technical users
- Pricing can be opaque and higher for smaller teams
- Occasional performance lags with large ticket volumes
Best For
Mid-sized to large enterprises needing an all-in-one ITSM solution with advanced ticketing and automation.
Pricing
Custom pricing starting around $15,000 annually for basic on-premise or SaaS plans, scaling with users and modules.
InvGate Service Desk
enterpriseInvGate Service Desk streamlines IT tickets with asset management, automation, and SLA tracking for mid-sized businesses.
Integrated CMDB and asset management for holistic IT visibility and automated ticket-asset linking
InvGate Service Desk is a robust IT service management (ITSM) platform specializing in ticket management, asset tracking, and service request handling for IT teams. It provides automated workflows, self-service portals, SLA monitoring, and a centralized CMDB to streamline operations and improve response times. With strong ITIL alignment, it supports incident, problem, change, and request management in a single interface.
Pros
- Intuitive interface with customizable dashboards
- Powerful no-code automation and rules engine
- Seamless integration of asset management and CMDB
Cons
- Pricing can be steep for small teams
- Advanced customizations require technical expertise
- Mobile app lacks some desktop features
Best For
Mid-sized organizations needing comprehensive ITSM with strong asset and ticket integration.
Pricing
Starts at $24/agent/month (billed annually) for basic plans, scaling to $39/agent/month for premium features; custom enterprise pricing available.
HaloITSM
enterpriseHaloITSM offers PinkVERIFY-certified IT service management for ticketing, service catalog, and reporting.
No-code Smart Actions for automating ticket resolutions and workflows
HaloITSM is a cloud-based IT service management platform specializing in ticket management for handling incidents, service requests, and changes efficiently. It features a modern, intuitive interface with robust automation, SLA tracking, and integrations with tools like Microsoft Teams and Slack. The solution also includes asset management, knowledge bases, and self-service portals to streamline IT operations for teams of various sizes.
Pros
- Highly intuitive and modern user interface
- Powerful no-code automation and workflow builder
- Strong integrations and mobile accessibility
Cons
- Pricing can be steep for small teams
- Advanced reporting requires higher-tier plans
- Initial configuration may need IT expertise
Best For
Mid-sized IT departments seeking a comprehensive, user-friendly ITSM platform with strong automation.
Pricing
Starts at $85/user/month (billed annually) for Professional plan; Enterprise custom pricing.
Spiceworks
otherSpiceworks provides free IT ticket management with inventory tracking and community support for small teams.
100% free unlimited ticketing with built-in network discovery and inventory
Spiceworks is a free, community-driven IT management platform that offers a comprehensive help desk ticketing system for tracking, assigning, and resolving IT issues. It integrates seamlessly with network inventory and monitoring tools, providing IT admins with a unified view of assets and tickets. Ideal for small to mid-sized teams, it supports unlimited users and tickets without licensing fees, though the free version includes ads.
Pros
- Completely free with unlimited users, tickets, and devices
- Quick and simple on-premises installation
- Integrated asset inventory and reporting
Cons
- Ads in the free version can be distracting
- Limited advanced automation and SLA features
- Relies heavily on community support rather than official channels
Best For
Small to medium-sized IT teams in budget-conscious organizations needing a no-cost ticketing solution.
Pricing
Free on-premises (ad-supported); Cloud Help Desk free for up to 5 admins, then $19/month per additional admin.
SolarWinds Service Desk
enterpriseSolarWinds Service Desk handles IT tickets with asset management, automation, and integrations for network-focused teams.
Deep integration with SolarWinds monitoring suite for proactive incident detection and automated ticketing
SolarWinds Service Desk is a robust IT service management (ITSM) platform designed for handling IT tickets, service requests, and incidents efficiently. It provides tools for ticket creation, assignment, automation workflows, SLA management, and a self-service portal for end-users. The solution also includes asset management, knowledge base, and reporting features, integrating well with SolarWinds' broader ecosystem for network monitoring and observability.
Pros
- Powerful automation and workflow rules for streamlining ticket resolution
- Strong asset and CMDB integration for complete IT visibility
- Detailed reporting and analytics for performance insights
Cons
- Pricing is relatively high, especially for smaller teams
- Initial setup and learning curve for advanced configurations
- Limited native mobile app functionality compared to rivals
Best For
Mid-sized IT teams in organizations already using SolarWinds tools, needing integrated ticketing with asset management.
Pricing
Tiered subscription starting at $29 per technician/month (billed annually), scaling up for advanced ITSM features.
Conclusion
The review of top IT ticket management software highlighted a range of strong solutions, with ServiceNow emerging as the clear top choice, offering robust automation and enterprise-grade capabilities. Jira Service Management and Freshservice stood out as excellent alternatives, catering to agile teams and ease of use respectively, ensuring there’s a fit for diverse needs.
Explore ServiceNow today to transform your ticketing processes and enhance operational efficiency—your team (and your tickets) will thank you.
Tools Reviewed
All tools were independently evaluated for this comparison