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help desk software vs satellite help desk vs service desk software

Help Desk vs Satellite Desk vs Service Desk

Compare feature & plans of our Customer Service Software tools: Help Desk vs Satellite Help Desk vs Service Desk Software

FeaturesStarter Help DeskPro Help DeskSatellite Help DeskPro Service DeskEnt. Service Desk

Dashboard
Overview for all the modules Yes Yes Yes Yes Yes
Update notification for each module Yes Yes Yes Yes Yes
CalendarNo Yes Yes Yes Yes
List of all pending approvalsNo 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 incidentNo Yes Yes Yes Yes
Clone incidentNo Yes Yes Yes Yes
Favourite Incidents and clientNo Yes Yes Yes Yes
Impact and it’s detailsNo Yes Yes Yes Yes
Incident approval – from Staff, group and CAB user.No Yes Yes Yes Yes
Incident approval status- Approved, rejected, pending requestNo Yes Yes Yes Yes
Incident archivingNo Yes Yes Yes Yes
Incident to solution moduleNo Yes Yes Yes Yes
Link or add releaseNo Yes Yes Yes Yes
Mode of contactNo Yes Yes Yes Yes
Priority and justification for priority changeNo Yes Yes Yes Yes
Reason on incident closure statusNo Yes Yes Yes Yes
Ticket lock or Agent collision detectionNo Yes Yes Yes Yes
Ticket schedulingNo Yes Yes Yes Yes
Time trackingNo Yes Yes Yes Yes
UrgencyNo Yes Yes Yes Yes

MULTI-CHANNEL SUPPORT
Facebook integrationNo Yes Yes Yes Yes
Live chat integrationNo Yes Yes Yes Yes
Twitter integrationNo Yes Yes Yes Yes
VoIP IntegrationNo 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 forumsNo Yes Yes Yes Yes
Follow the forum articlesNo Yes Yes Yes Yes
Forum articles mark as stickyNo Yes Yes Yes Yes
Topic comments and approval mechanismNo Yes Yes Yes Yes

TICKET BILLING
Applying bill rate and sending invoice using workflowsNo Yes Yes Yes Yes
Invoice creation, tax rules and payment gateway supportNo Yes Yes Yes Yes
Pre-paid and post paid ticket billingNo Yes Yes Yes Yes
Time and ticket based billing supportNo Yes Yes Yes Yes
Time based billing : Time creditNo 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 supportNo 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 clientsNo Yes Yes Yes Yes
CAB usersNo Yes Yes Yes Yes

BLABBY
Internal tool for staff members to collaborate, Share knowledge-base, Get assistance to solve ticketsNo Yes Yes Yes Yes
One to many and one to one blab supportNo Yes Yes Yes Yes
One to one & Group chatNo Yes Yes Yes Yes
Staff communication remains safe inside your organizationNo Yes Yes Yes Yes
Supports images, attachments postsNo Yes Yes Yes Yes

TASK MANAGEMENT
Create, assign and track tasksNo Yes Yes Yes Yes
Link task to ticketsNo Yes Yes Yes Yes
Recurring tasks and sub-tasksNo Yes Yes Yes Yes
Task notificationsNo 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 automationNo Yes Yes Yes Yes
Task automationNo Yes Yes Yes Yes
ITIL automationNoNoNo 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 supportNoNo Yes Yes Yes
Complete data isolation among companies and its end usersNoNo Yes Yes Yes
Each client portal can have its own website URL in browserNoNo Yes Yes Yes
Share staff members or keep them isolated tooNoNo Yes Yes Yes
Single database and single staff portal with different branded client portals for each companyNoNo Yes Yes Yes
Websites can be hosted on different serversNoNo Yes Yes Yes

ASSET MANAGEMENT
Asset relationshipsNoNoNo Yes Yes
Attach child assetsNoNoNo Yes Yes
CMDB (Configuration management database)NoNoNo Yes Yes
Configuration items (CI) trackingNoNoNo Yes Yes
Financial managementNoNoNo Yes Yes
Impact analysis across CIsNoNoNo Yes Yes
Import asset by database field mappingNoNoNo Yes Yes
Integrated with tickets / incidentNoNoNo Yes Yes
Multi level CI typesNoNoNo Yes Yes
Products and vendorsNoNoNo Yes Yes

PROBLEM MANAGEMENT
Known errorNoNoNoNo Yes
Linked with tickets / incidentsNoNoNoNo Yes
Problem analysisNoNoNoNo Yes
Problem detailed analysisNoNoNoNo Yes
Problem identificationNoNoNoNo Yes
Problem identificationNoNoNoNo Yes
Problem impact analysisNoNoNoNo Yes
Problem ReviewNoNoNoNo Yes
Problem timelineNoNoNoNo Yes
Role assignment – Resource, delivery , ROI, Approval ManagementNoNoNoNo Yes
Solution to identified problemsNoNoNoNo Yes

CHANGE MANAGEMENT
Approval from clients, Staff or group and CAB userNoNoNoNo Yes
Business JustificationNoNoNoNo Yes
Change approval custom workflowNoNoNoNo Yes
Change closure with reasonNoNoNoNo Yes
Change DescriptionNoNoNoNo Yes
Change timelineNoNoNoNo Yes
Change typeNoNoNoNo Yes
Linking the release with Incident, Asset, Problem, Release, TaskNoNoNoNo Yes
Plan, track and rollback changesNoNoNoNo Yes
Planning, scheduling, roll out & back out plan description for a ChangeNoNoNoNo Yes
Proposed PlanNoNoNoNo Yes
Reviewing the Change Request, Scheduling and Role AssignmentNoNoNoNo Yes
Testing, implementation, Approval and Monitoring the changesNoNoNoNo Yes

RELEASE MANAGEMENT
Approval from clients, Staff or Group and CAB userNoNoNoNo Yes
Linked with changesNoNoNoNo Yes
Linking the release with Incident, Asset, Problem, Change, TaskNoNoNoNo Yes
Notify everybody in organizationNoNoNoNo Yes
Planning and scheduling the releaseNoNoNoNo Yes
Schedule releasesNoNoNoNo Yes

SERVICE CATALOGUE MANAGEMENT
Custom fields for different service specificationNoNoNo Yes Yes
Display services on client portalNoNoNo Yes Yes
Service requests from client portalNoNoNo Yes Yes

PRODUCT AND VENDOR MANAGEMENT
Create product and vendor catalogueNoNoNo Yes Yes
Include product/vendor in CI/AssetNoNoNo Yes Yes
Include product/vendor in contractNoNoNo Yes Yes

CONTRACT MANAGEMENT
Contract approvalNoNoNo Yes Yes
Contract expiry notificationNoNoNo Yes Yes
Contract time lines and pricingNoNoNo Yes Yes
Create and Track contracts between 3rd party or Outside suppliersNoNoNo Yes Yes

FINANCIAL MANAGEMENT
Auto calculating book valueNoNoNo Yes Yes
Plan and predict IT expendituresNoNoNo Yes Yes
Setup depreciation methodsNoNoNo Yes Yes
Tracking current expendituresNoNoNo 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 reportsNoNoNo 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 ManagementNo Yes Yes Yes Yes
Client ManagementNo Yes Yes Yes Yes

MOBILE APPS
Android phone appNo Yes Yes Yes Yes
iPhone and iPad appNo Yes Yes Yes Yes
Windows phone appNo Yes Yes Yes Yes

INTEGRATION and SINGLE LOGIN
Billing software’sNo Yes Yes Yes Yes
CRM and CMS software’sNo Yes Yes Yes Yes
EcommerceNo Yes Yes Yes Yes
Live chatNo Yes Yes Yes Yes
Remote desktop access and meeting toolsNo Yes Yes Yes Yes
Social mediaNo Yes Yes Yes Yes
Team CommunicationNo Yes Yes Yes Yes
VoIPNo Yes Yes Yes Yes

FeaturesStarter Help DeskPro Help DeskSatellite Help DeskPro Service DeskEnt. Service Desk
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