ITSM folklore states that the helpdesk software market is heavily oversaturated. Companies don’t suddenly discover the need for an IT helpdesk – it is a replacement market.
That may be the case for large enterprises, but this overlooks the enormous market of small and growing businesses.
In the UK for example the Federation of Small Businesses claims that 99% of UK business activity stems from small and medium size companies.
The UK has 4.5 million SME companies that account for 58.8% of all private sector employment in the UK and 48.8% of private sector turnover (source).
I have used UK figures here but my bet is that the vast majority of countries have a similar balance – perhaps even more so in developing countries.
Similarly, teams or divisions within larger organizations are breaking free of the shackles of prehistoric software and taking IT support provision into their own hands.
With this is mind I have compiled a short list of companies offering IT helpdesk software offering an entry level for under a grand. All the offerings below are web-based (do start ups and small companies buy servers?).
Conditions of inclusion
- Under US$1,000 per year per user
- Pricing is readily available on their website
- Delivered via the Web
- The website is not scary
If I have missed any companies that meet the criteria above please leave a comment below. Thanks in advance for your help.
|Company||Marketing Blurb…||Pricing (Named user / agent per month from…)|
|1||Beetil||“Adopt best practices the easy way”||$39|
|2||BMC RemedyForce||“A simpler, more affordable IT helpdesk in the cloud”||$79|
|3||Desk (Salesforce, formerly Assistly)||“The simple, social, mobile, affordable Customer Support Help Desk”||$49|
|4||Freshdesk||“Deliver a refreshing customer support experience through email, your website, phone, your communities and even Facebook and Twitter. Take your support to where your customers are”||$9|
|5||ITRP||“Make IT service management work for you. Your customers will thank you.”||$30|
|6||ITSmartDesk||“Social IT Service Management”||~$80 (for whole company not per named user)|
|7||Kayako||“Helpdesk Evolved. Never miss a beat. Manage your email, live chat, calls, remote support and self-service, all in one place.”||$29|
|8||My Service Desk (Hornbill)||“Best Practice ITSM that delivers in Days not Weeks”||$59|
|9||SAManage||“Thousands of people around the world use SAManage, the leading online IT Service Desk and IT Asset Management tool.”||$800 per year|
|10||Web Help Desk||“Powerful Software for Technical Support”||$75|
|11||ZenDesk||“The fastest way to great customer support”||$24|
|12||Zoho||“Great Customer Support Quick and Easy”||$12|