Quick Overview
- 1#1: ServiceNow - Cloud-based enterprise platform for IT service management, automating incident, problem, change, and request fulfillment.
- 2#2: Jira Service Management - Scalable ITSM solution integrated with Jira for agile incident tracking, service desk, and asset management.
- 3#3: Zendesk - Customer and IT support platform with intelligent ticketing, automation, and AI-driven workflows.
- 4#4: Freshservice - Modern IT service desk software offering ticketing, asset management, and ITIL-compliant processes.
- 5#5: ManageEngine ServiceDesk Plus - Comprehensive on-premise and cloud help desk tool for incident management, CMDB, and automation.
- 6#6: SysAI d - AI-powered ITSM platform for service desk ticketing, self-service portals, and predictive automation.
- 7#7: HaloITSM - User-friendly cloud ITSM suite with incident management, service catalog, and ITIL best practices.
- 8#8: InvGate Service Desk - Integrated ITSM solution for help desk ticketing, asset tracking, and IT service fulfillment.
- 9#9: BMC Helix ITSM - AI-driven digital service management platform for enterprise incident, change, and service operations.
- 10#10: Ivanti Neurons for ITSM - No-code configurable ITSM platform supporting service desk, asset management, and workflow automation.
Tools were selected based on a combination of robust features (including automation, integration, and scalability), consistent performance, user-friendliness, and value, ensuring they cater to both small teams and large enterprises effectively.
Comparison Table
Trouble ticketing software is vital for efficient issue resolution, and this comparison table explores key options such as ServiceNow, Jira Service Management, Zendesk, Freshservice, ManageEngine ServiceDesk Plus, and more. Readers will gain insights into features, pricing, and usability, enabling informed choices for their specific needs.
| # | Tool | Category | Overall | Features | Ease of Use | Value |
|---|---|---|---|---|---|---|
| 1 | ServiceNow Cloud-based enterprise platform for IT service management, automating incident, problem, change, and request fulfillment. | enterprise | 9.5/10 | 9.8/10 | 7.6/10 | 8.7/10 |
| 2 | Jira Service Management Scalable ITSM solution integrated with Jira for agile incident tracking, service desk, and asset management. | enterprise | 9.1/10 | 9.6/10 | 7.7/10 | 8.4/10 |
| 3 | Zendesk Customer and IT support platform with intelligent ticketing, automation, and AI-driven workflows. | enterprise | 8.9/10 | 9.5/10 | 8.7/10 | 8.0/10 |
| 4 | Freshservice Modern IT service desk software offering ticketing, asset management, and ITIL-compliant processes. | enterprise | 8.7/10 | 9.0/10 | 9.2/10 | 8.4/10 |
| 5 | ManageEngine ServiceDesk Plus Comprehensive on-premise and cloud help desk tool for incident management, CMDB, and automation. | enterprise | 8.4/10 | 9.1/10 | 7.7/10 | 8.2/10 |
| 6 | SysAI d AI-powered ITSM platform for service desk ticketing, self-service portals, and predictive automation. | enterprise | 8.3/10 | 9.0/10 | 7.6/10 | 8.0/10 |
| 7 | HaloITSM User-friendly cloud ITSM suite with incident management, service catalog, and ITIL best practices. | specialized | 8.4/10 | 8.6/10 | 9.1/10 | 7.9/10 |
| 8 | InvGate Service Desk Integrated ITSM solution for help desk ticketing, asset tracking, and IT service fulfillment. | specialized | 8.2/10 | 8.5/10 | 8.8/10 | 8.0/10 |
| 9 | BMC Helix ITSM AI-driven digital service management platform for enterprise incident, change, and service operations. | enterprise | 8.4/10 | 9.1/10 | 7.2/10 | 7.6/10 |
| 10 | Ivanti Neurons for ITSM No-code configurable ITSM platform supporting service desk, asset management, and workflow automation. | enterprise | 7.8/10 | 8.3/10 | 7.4/10 | 7.5/10 |
Cloud-based enterprise platform for IT service management, automating incident, problem, change, and request fulfillment.
Scalable ITSM solution integrated with Jira for agile incident tracking, service desk, and asset management.
Customer and IT support platform with intelligent ticketing, automation, and AI-driven workflows.
Modern IT service desk software offering ticketing, asset management, and ITIL-compliant processes.
Comprehensive on-premise and cloud help desk tool for incident management, CMDB, and automation.
AI-powered ITSM platform for service desk ticketing, self-service portals, and predictive automation.
User-friendly cloud ITSM suite with incident management, service catalog, and ITIL best practices.
Integrated ITSM solution for help desk ticketing, asset tracking, and IT service fulfillment.
AI-driven digital service management platform for enterprise incident, change, and service operations.
No-code configurable ITSM platform supporting service desk, asset management, and workflow automation.
ServiceNow
enterpriseCloud-based enterprise platform for IT service management, automating incident, problem, change, and request fulfillment.
Predictive Intelligence and Now Assist AI, which automatically categorizes, routes, and suggests resolutions for tickets
ServiceNow is a leading cloud-based IT service management (ITSM) platform that excels in trouble ticketing through its Incident Management module, enabling efficient creation, assignment, prioritization, and resolution of issues. It offers advanced automation, SLA management, real-time collaboration, and deep integrations with other enterprise tools. Beyond basic ticketing, it provides AI-driven insights, predictive analytics, and a unified platform for end-to-end service operations, making it ideal for complex IT environments.
Pros
- Highly scalable and customizable workflows for enterprise needs
- Advanced AI and automation for faster ticket resolution
- Robust reporting, analytics, and integrations with CMDB and other systems
Cons
- Steep learning curve and complex initial setup
- High cost unsuitable for small teams
- Overkill for simple ticketing requirements
Best For
Large enterprises with complex IT operations requiring integrated ITSM and advanced automation.
Pricing
Custom enterprise pricing; typically starts at $100-$200 per user/month, billed annually with volume discounts.
Jira Service Management
enterpriseScalable ITSM solution integrated with Jira for agile incident tracking, service desk, and asset management.
Integrated asset and configuration management (CMDB) that links tickets directly to infrastructure for faster resolutions
Jira Service Management is Atlassian's powerful IT service management platform built on the Jira foundation, specializing in trouble ticketing, incident management, service requests, and change processes. It provides customizable queues, SLAs, automation rules, and a self-service customer portal to streamline support workflows. With deep integrations across the Atlassian suite and third-party apps, it's designed for teams handling complex, high-volume ticketing needs.
Pros
- Highly customizable workflows and automation for complex ticketing
- Excellent integrations with Jira, Confluence, and 1,700+ apps
- Robust SLA management and advanced reporting/analytics
Cons
- Steep learning curve due to Jira's complexity
- Interface can feel overwhelming for small teams or beginners
- Pricing scales quickly for larger agent counts
Best For
Mid-to-large IT and enterprise service desks needing scalable, highly integrable trouble ticketing with ITSM capabilities.
Pricing
Free for up to 3 agents; Standard at $23.50/agent/month; Premium at $47/agent/month (billed annually).
Zendesk
enterpriseCustomer and IT support platform with intelligent ticketing, automation, and AI-driven workflows.
Zendesk Copilot, an AI assistant that provides real-time ticket summaries, suggestions, and content generation directly in the agent workspace
Zendesk is a comprehensive cloud-based customer service platform renowned for its robust trouble ticketing capabilities, centralizing support requests from email, chat, social media, phone, and more into a unified workspace. It enables teams to automate ticket routing, workflows, and responses while leveraging AI for smarter resolutions and self-service options. With extensive analytics and reporting, Zendesk helps optimize support operations and improve customer satisfaction at scale.
Pros
- Omnichannel ticketing unifies all support channels seamlessly
- Advanced AI automation and Copilot for efficient agent workflows
- Extensive app marketplace with thousands of integrations
Cons
- Pricing escalates quickly for advanced features and higher agent volumes
- Complex setups can have a learning curve for new users
- Some customization limited in entry-level plans
Best For
Mid-sized to enterprise businesses needing scalable, omnichannel ticketing with AI enhancements.
Pricing
Starts at $55/agent/month (Team plan, annual billing), up to $115+/agent/month for Professional/Enterprise suites.
Freshservice
enterpriseModern IT service desk software offering ticketing, asset management, and ITIL-compliant processes.
Freddy AI Copilot for intelligent automation, auto-resolution suggestions, and predictive ticket insights.
Freshservice is a cloud-based IT service management (ITSM) platform designed primarily for trouble ticketing, enabling IT teams to create, track, assign, and resolve incidents and service requests efficiently. It includes automation rules, SLAs, self-service portals, and a CMDB for linking assets to tickets, streamlining IT operations. With robust reporting and integrations, it supports proactive issue management and team collaboration.
Pros
- Intuitive, modern interface with quick setup
- Powerful automation, workflows, and Freddy AI for ticket routing
- Strong integrations with 500+ apps and comprehensive reporting
Cons
- Advanced features locked behind higher-tier plans
- Pricing can escalate for larger teams or full ITSM needs
- Limited customization in lower plans compared to enterprise rivals
Best For
Mid-sized IT teams and departments needing an easy-to-use, scalable ticketing system with ITSM capabilities.
Pricing
Free plan for up to 10 agents; paid plans start at $19/agent/month (Starter), $49 (Pro), $79 (Enterprise), billed annually.
ManageEngine ServiceDesk Plus
enterpriseComprehensive on-premise and cloud help desk tool for incident management, CMDB, and automation.
Codeless IT automation studio for building complex workflows without scripting
ManageEngine ServiceDesk Plus is a comprehensive IT service management (ITSM) platform centered around robust trouble ticketing capabilities, enabling efficient handling of incidents, requests, changes, and problems. It includes automation workflows, self-service portals, SLA management, and integration with asset management and CMDB for a holistic view of IT operations. Supporting both on-premise and cloud deployments, it adheres to ITIL best practices, making it ideal for streamlining helpdesk processes in growing organizations.
Pros
- Powerful automation and workflow customization
- Integrated asset management and CMDB
- Extensive integrations with monitoring tools and apps
Cons
- Steep learning curve for advanced setup
- Dated user interface in some areas
- Performance can lag with very large deployments
Best For
Mid-to-large enterprises needing a feature-rich ITSM tool with strong ticketing and asset integration.
Pricing
Free for up to 5 technicians; paid plans start at ~$10/technician/month (cloud, billed annually) or one-time licenses from $495 for 10 users (on-premise).
SysAI d
enterpriseAI-powered ITSM platform for service desk ticketing, self-service portals, and predictive automation.
SysAI d AI Assistant for proactive ticket suggestions, auto-resolution, and predictive analytics
SysAI d is a comprehensive IT service management (ITSM) platform specializing in trouble ticketing, enabling IT teams to track, prioritize, and resolve support requests efficiently through automated workflows and SLAs. It integrates help desk ticketing with asset management, self-service portals, and AI-driven tools to streamline incident management and reduce resolution times. The software supports on-premise, cloud, and hybrid deployments, making it scalable for various organizational needs.
Pros
- Advanced automation and workflow rules for ticketing
- AI-powered chatbots and intelligent ticket routing
- Robust SLA management and detailed reporting dashboards
Cons
- Steep learning curve for initial configuration
- Pricing can be high for small teams
- Occasional integration challenges with legacy systems
Best For
Mid-sized enterprises seeking a scalable ITSM platform with strong automation for IT support ticketing.
Pricing
Quote-based pricing starting around $15,000 annually for base plans, scaling with users, modules, and deployment type (SaaS or on-premise).
HaloITSM
specializedUser-friendly cloud ITSM suite with incident management, service catalog, and ITIL best practices.
AI-powered Intelligent Automation Engine for auto-categorization, assignment, and resolution suggestions
HaloITSM is a modern, cloud-based IT Service Management (ITSM) platform that provides robust trouble ticketing capabilities through its incident and service request management modules. It enables IT teams to efficiently capture, prioritize, assign, and resolve tickets with built-in automation, SLAs, and workflow customization. The platform also includes a self-service portal, knowledge base, and asset management to streamline end-to-end IT support processes.
Pros
- Intuitive, modern interface with mobile app support
- Powerful automation and AI-driven ticket routing
- Excellent customer support and quick implementation
Cons
- Pricing is quote-based and can be high for small teams
- Advanced reporting requires additional configuration
- Some customizations need professional services
Best For
Mid-sized IT teams and departments needing a user-friendly ITSM platform with strong ticketing automation.
Pricing
Custom quote-based pricing, typically starting around $85 per tech user/month (annual billing) with tiers based on users and modules.
InvGate Service Desk
specializedIntegrated ITSM solution for help desk ticketing, asset tracking, and IT service fulfillment.
Tight integration between ticketing and asset management/CMDB for proactive issue detection and resolution
InvGate Service Desk is a robust IT service management (ITSM) platform specializing in trouble ticketing, designed to help IT teams manage support requests efficiently. It provides features like automated workflows, SLA tracking, a self-service portal, and integrated asset management to streamline incident resolution. The software supports both cloud and on-premise deployments, making it versatile for various organizational needs.
Pros
- Intuitive interface with drag-and-drop customization
- Strong automation and SLA management capabilities
- Integrated asset and CMDB tracking
Cons
- Limited native AI-powered features compared to top competitors
- Reporting customization can be complex for beginners
- Higher tiers required for advanced enterprise scalability
Best For
Mid-sized IT teams needing an affordable, user-friendly ticketing solution with built-in asset management.
Pricing
Starts at $20 per agent/month (billed annually) for the Plus plan, $38 for Professional, and custom Enterprise pricing.
BMC Helix ITSM
enterpriseAI-driven digital service management platform for enterprise incident, change, and service operations.
Helix Cognitive Service Management with AIOps for predictive intelligence and proactive ticket prevention
BMC Helix ITSM is an enterprise-grade IT service management platform that provides robust trouble ticketing through its incident, problem, and change management modules. It leverages AI-powered cognitive automation, predictive analytics, and AIOps to accelerate ticket resolution, prioritize issues, and enable proactive service management. Supporting multi-cloud environments and extensive integrations, it delivers end-to-end visibility for large-scale IT operations.
Pros
- Advanced AI and cognitive automation for faster ticket resolution
- Highly scalable with strong integration capabilities across IT ecosystems
- Comprehensive ITSM suite beyond basic ticketing, including asset and service management
Cons
- Steep learning curve and complex setup for non-enterprise users
- High pricing that may not suit SMBs
- Lengthy implementation timelines requiring professional services
Best For
Large enterprises with complex IT environments seeking AI-driven ITSM and trouble ticketing automation.
Pricing
Quote-based subscription pricing, typically starting at $100+ per user/month for enterprise deployments with additional costs for implementation and add-ons.
Ivanti Neurons for ITSM
enterpriseNo-code configurable ITSM platform supporting service desk, asset management, and workflow automation.
Neurons AI platform for hyperautomation and predictive ticket insights
Ivanti Neurons for ITSM is a cloud-native IT service management platform designed to modernize trouble ticketing and incident management processes. It leverages AI-powered Neurons technology for predictive analytics, automated workflows, and self-service capabilities to accelerate resolution times. The solution integrates seamlessly with Ivanti's broader ecosystem, including endpoint management and security tools, making it suitable for comprehensive ITSM needs.
Pros
- AI-driven automation and predictive intelligence speed up ticket resolution
- Strong integrations with Ivanti tools and third-party systems
- Robust analytics and reporting for service desk optimization
Cons
- Complex initial setup and configuration for non-experts
- Pricing can be steep for small to mid-sized teams
- Customization options are somewhat limited compared to top competitors
Best For
Mid-to-large enterprises with existing Ivanti investments needing AI-enhanced trouble ticketing and ITSM integration.
Pricing
Quote-based subscription pricing, typically $60-120 per technician/month depending on modules and scale.
Conclusion
The top 10 trouble ticketing tools vary in focus, but the three standouts—ServiceNow, Jira Service Management, and Zendesk—lead by excelling in distinct areas. ServiceNow tops the list with its robust enterprise platform, automating IT tasks from incidents to changes efficiently. Jira Service Management follows, ideal for agile teams needing integrated, flexible tracking, while Zendesk impresses with intelligent AI-driven workflows for customer and IT support. Regardless of needs, these tools elevate operational efficiency.
Begin your journey to streamlined service operations by exploring ServiceNow, the top choice for comprehensive, end-to-end management. For agile or customer-focused needs, Jira Service Management and Zendesk offer tailored alternatives—test them to find your perfect fit.
Tools Reviewed
All tools were independently evaluated for this comparison