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help desk software vs satellite help desk vs service desk software

Features Starter Help Desk Pro Help Desk Satellite Help Desk Pro Service Desk Ent. Service Desk

Dashboard
Overview for all the modules Yes Yes Yes Yes Yes
Update notification for each module Yes Yes Yes Yes Yes
Calendar No Yes Yes Yes Yes
List of all pending approvals No Yes Yes Yes Yes

INCIDENT MANAGEMENT
Add private comments to ticket Yes Yes Yes Yes Yes
Add private ticket notes and client notes Yes Yes Yes Yes Yes
Advance html editor Yes Yes Yes Yes Yes
Advance ticket search using different criteria Yes Yes Yes Yes Yes
Assign ticket to multiple staff agents Yes Yes Yes Yes Yes
Custom email templates Yes Yes Yes Yes Yes
Custom fields for ticket creation, user registration forms Yes Yes Yes Yes Yes
Custom Labels, Tags and Flags Yes Yes Yes Yes Yes
Custom ticket filters Yes Yes Yes Yes Yes
Custom ticket listing views Yes Yes Yes Yes Yes
Custom ticket status, ticket type and priority Yes Yes Yes Yes Yes
Customer feedback and ticket rating Yes Yes Yes Yes Yes
Email notification to staff agents Yes Yes Yes Yes Yes
Email ticketing Yes Yes Yes Yes Yes
Export ticket to PDF and CSV Yes Yes Yes Yes Yes
Integrated custom client survey Yes Yes Yes Yes Yes
Internal ticketing Yes Yes Yes Yes Yes
Macro or canned response Yes Yes Yes Yes Yes
Mark spam and ban user Yes Yes Yes Yes Yes
Merge, link and split tickets Yes Yes Yes Yes Yes
Outgoing email SMTP support Yes Yes Yes Yes Yes
Per department staff agent signature Yes Yes Yes Yes Yes
Quick ticket and client search Yes Yes Yes Yes Yes
Tree structure with ticket counts for companies, departments and status Yes Yes Yes Yes Yes
Add symptoms for a incident No Yes Yes Yes Yes
Clone incident No Yes Yes Yes Yes
Favourite Incidents and client No Yes Yes Yes Yes
Impact and it’s details No Yes Yes Yes Yes
Incident approval – from Staff, group and CAB user. No Yes Yes Yes Yes
Incident approval status- Approved, rejected, pending request No Yes Yes Yes Yes
Incident archiving No Yes Yes Yes Yes
Incident to solution module No Yes Yes Yes Yes
Link or add release No Yes Yes Yes Yes
Mode of contact No Yes Yes Yes Yes
Priority and justification for priority change No Yes Yes Yes Yes
Reason on incident closure status No Yes Yes Yes Yes
Ticket lock or Agent collision detection No Yes Yes Yes Yes
Ticket scheduling No Yes Yes Yes Yes
Time tracking No Yes Yes Yes Yes
Urgency No Yes Yes Yes Yes

MULTI-CHANNEL SUPPORT
Facebook integration No Yes Yes Yes Yes
Live chat integration No Yes Yes Yes Yes
Twitter integration No Yes Yes Yes Yes
VoIP Integration No Yes Yes Yes Yes

KNOWLEDGE-BASE MANAGEMENT
Article comments and approval mechanism Yes Yes Yes Yes Yes
Import and export knowledge base area Yes Yes Yes Yes Yes
Internal knowledge-base for staff Yes Yes Yes Yes Yes
Knowledge-base suggestion for staff and client portal Yes Yes Yes Yes Yes
Knowledge-base, Q and A, Suggestions and Download support Yes Yes Yes Yes Yes
Multi level category based knowledge-base Yes Yes Yes Yes Yes

COMMUNITY FORUMS
External or internal forums No Yes Yes Yes Yes
Follow the forum articles No Yes Yes Yes Yes
Forum articles mark as sticky No Yes Yes Yes Yes
Topic comments and approval mechanism No Yes Yes Yes Yes

TICKET BILLING
Applying bill rate and sending invoice using workflows No Yes Yes Yes Yes
Invoice creation, tax rules and payment gateway support No Yes Yes Yes Yes
Pre-paid and post paid ticket billing No Yes Yes Yes Yes
Time and ticket based billing support No Yes Yes Yes Yes
Time based billing : Time credit No Yes Yes Yes Yes

STAFF / AGENT ACCESS MANAGEMENT
Admin access rights and admin setting permissions Yes Yes Yes Yes Yes
Create teams and include staff as team members Yes Yes Yes Yes Yes
Department wise staff access Yes Yes Yes Yes Yes
Set operation privileges and access rights to teams Yes Yes Yes Yes Yes
Staff hierarchy (Super-admins, Company-admins, Team Managers, Teams and Staff Members) Yes Yes Yes Yes Yes
Staff import through CSV Yes Yes Yes Yes Yes
Gamification, Leader-board and Quest support No Yes Yes Yes Yes

CLIENT / USER MANAGEMENT
Create Organization, Group clients under organization Yes Yes Yes Yes Yes
Department access to clients too Yes Yes Yes Yes Yes
Clients notes and files attachment to client profile Yes Yes Yes Yes Yes
Auto client registration on email, Manual registration and Approval mechanism Yes Yes Yes Yes Yes
Clients can add sub contacts and set their ticket submission permissions Yes Yes Yes Yes Yes
Client import through CSV Yes Yes Yes Yes Yes
Approval from clients No Yes Yes Yes Yes
CAB users No Yes Yes Yes Yes

BLABBY
Internal tool for staff members to collaborate, Share knowledge-base, Get assistance to solve tickets No Yes Yes Yes Yes
One to many and one to one blab support No Yes Yes Yes Yes
One to one & Group chat No Yes Yes Yes Yes
Staff communication remains safe inside your organization No Yes Yes Yes Yes
Supports images, attachments posts No Yes Yes Yes Yes

TASK MANAGEMENT
Create, assign and track tasks No Yes Yes Yes Yes
Link task to tickets No Yes Yes Yes Yes
Recurring tasks and sub-tasks No Yes Yes Yes Yes
Task notifications No Yes Yes Yes Yes

Drive
Public and Private access for the files Yes Yes Yes Yes Yes

AUTOMATION
Incident automation Yes Yes Yes Yes Yes
Ticket auto assign rules (Round Robin) using workflow Yes Yes Yes Yes Yes
Ticket auto close rules using workflow Yes Yes Yes Yes Yes
Ticket dispatch rules using workflow Yes Yes Yes Yes Yes
Billing automation No Yes Yes Yes Yes
Task automation No Yes Yes Yes Yes
ITIL automation No No No Yes Yes

SLA and ESCALATION RULES
Apply SLA plans to single ticket, client and department level Yes Yes Yes Yes Yes
Business hour schedule and holiday management Yes Yes Yes Yes Yes
Multi level ticket escalation rules Yes Yes Yes Yes Yes
Setup multiple SLA plans Yes Yes Yes Yes Yes

MULTI LANGUAGE and MULTIPLE TIME ZONES
Default company and client language setup Yes Yes Yes Yes Yes
Different time zones for companies and staff members Yes Yes Yes Yes Yes
Multi language email templates Yes Yes Yes Yes Yes
Multi language support for client and staff portal Yes Yes Yes Yes Yes
Multi language support for knowledge-base Yes Yes Yes Yes Yes

CLIENT PORTAL
Fully customizable client portal templates Yes Yes Yes Yes Yes
Responsive mobile ready portal Yes Yes Yes Yes Yes
Self service portal customers can submit and track their tickets, manage profile and sub-contacts. Yes Yes Yes Yes Yes

MULTI COMPANY / BRAND / PRODUCT MANAGEMENT
Client portals with its own knowledge-base support No No Yes Yes Yes
Complete data isolation among companies and its end users No No Yes Yes Yes
Each client portal can have its own website URL in browser No No Yes Yes Yes
Share staff members or keep them isolated too No No Yes Yes Yes
Single database and single staff portal with different branded client portals for each company No No Yes Yes Yes
Websites can be hosted on different servers No No Yes Yes Yes

ASSET MANAGEMENT
Asset relationships No No No Yes Yes
Attach child assets No No No Yes Yes
CMDB (Configuration management database) No No No Yes Yes
Configuration items (CI) tracking No No No Yes Yes
Financial management No No No Yes Yes
Impact analysis across CIs No No No Yes Yes
Import asset by database field mapping No No No Yes Yes
Integrated with tickets / incident No No No Yes Yes
Multi level CI types No No No Yes Yes
Products and vendors No No No Yes Yes

PROBLEM MANAGEMENT
Known error No No No No Yes
Linked with tickets / incidents No No No No Yes
Problem analysis No No No No Yes
Problem detailed analysis No No No No Yes
Problem identification No No No No Yes
Problem identification No No No No Yes
Problem impact analysis No No No No Yes
Problem Review No No No No Yes
Problem timeline No No No No Yes
Role assignment – Resource, delivery , ROI, Approval Management No No No No Yes
Solution to identified problems No No No No Yes

CHANGE MANAGEMENT
Approval from clients, Staff or group and CAB user No No No No Yes
Business Justification No No No No Yes
Change approval custom workflow No No No No Yes
Change closure with reason No No No No Yes
Change Description No No No No Yes
Change timeline No No No No Yes
Change type No No No No Yes
Linking the release with Incident, Asset, Problem, Release, Task No No No No Yes
Plan, track and rollback changes No No No No Yes
Planning, scheduling, roll out & back out plan description for a Change No No No No Yes
Proposed Plan No No No No Yes
Reviewing the Change Request, Scheduling and Role Assignment No No No No Yes
Testing, implementation, Approval and Monitoring the changes No No No No Yes

RELEASE MANAGEMENT
Approval from clients, Staff or Group and CAB user No No No No Yes
Linked with changes No No No No Yes
Linking the release with Incident, Asset, Problem, Change, Task No No No No Yes
Notify everybody in organization No No No No Yes
Planning and scheduling the release No No No No Yes
Schedule releases No No No No Yes

SERVICE CATALOGUE MANAGEMENT
Custom fields for different service specification No No No Yes Yes
Display services on client portal No No No Yes Yes
Service requests from client portal No No No Yes Yes

PRODUCT AND VENDOR MANAGEMENT
Create product and vendor catalogue No No No Yes Yes
Include product/vendor in CI/Asset No No No Yes Yes
Include product/vendor in contract No No No Yes Yes

CONTRACT MANAGEMENT
Contract approval No No No Yes Yes
Contract expiry notification No No No Yes Yes
Contract time lines and pricing No No No Yes Yes
Create and Track contracts between 3rd party or Outside suppliers No No No Yes Yes

FINANCIAL MANAGEMENT
Auto calculating book value No No No Yes Yes
Plan and predict IT expenditures No No No Yes Yes
Setup depreciation methods No No No Yes Yes
Tracking current expenditures No No No Yes Yes

REPORTS AND ANALYTICS
System overview, Module-wise, Custom and graphical reports Yes Yes Yes Yes Yes
System overview, Several data and graphical reports offered Yes Yes Yes Yes Yes
ITIL reports No No No Yes Yes

SECURITY
Define password strength Yes Yes Yes Yes Yes
Encrypted passwords in database Yes Yes Yes Yes Yes
IP based staff login restriction Yes Yes Yes Yes Yes
SSL support for SaaS license Yes Yes Yes Yes Yes
Two factor authentication for clients Yes Yes Yes Yes Yes

DEVELOPERS REST API
Ticket Management No Yes Yes Yes Yes
Client Management No Yes Yes Yes Yes

MOBILE APPS
Android phone app No Yes Yes Yes Yes
iPhone and iPad app No Yes Yes Yes Yes
Windows phone app No Yes Yes Yes Yes

INTEGRATION and SINGLE LOGIN
Billing software’s No Yes Yes Yes Yes
CRM and CMS software’s No Yes Yes Yes Yes
Ecommerce No Yes Yes Yes Yes
Live chat No Yes Yes Yes Yes
Remote desktop access and meeting tools No Yes Yes Yes Yes
Social media No Yes Yes Yes Yes
Team Communication No Yes Yes Yes Yes
VoIP No Yes Yes Yes Yes

Features Starter Help Desk Pro Help Desk Satellite Help Desk Pro Service Desk Ent. Service Desk
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