IT help desk / ITSM Category leader
Freshservice
IT service management with AI, from Freshworks
Key features
- Incident ticketing
- Approval workflows
- Change and problem management
- SLA tracking
Our picks · 6 tools reviewed
Best IT help desk / ITSM software for 2026
Tracks employee IT requests, incidents and assets so a small IT team can resolve issues and follow service processes. Below: the names buyers expect to see, the newer tools gaining ground, and how their key features and prices compare. How we pick; nobody pays for a place here.
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| Pricing | $19/agent/month | Free plan $21.50/agent/month | Free plan $13/technician/month | $25,000/year | $23/admin/month | $85/agent/mo |
| Best for | IT teams of 5 to 200 that want ITIL-style ticketing with a Slack or Teams service bot and per-agent pricing. | Teams already on Jira that want IT and engineering support in one tool, from small free setups up to large agent counts. | IT teams under 50 technicians that want ticketing and asset tracking in one tool, in the cloud or on-premises. | Mid-size and larger companies that want AI to resolve IT requests in Slack or Teams, with budget for annual contracts. | Tech companies of 50 to 1,000 employees whose IT team runs support from Slack or Teams. | IT teams of 5 or more agents that already handle employee requests in Slack or Microsoft Teams and want AI to deflect tickets. |
| Team size | 2–500+ people | 2–500+ people | 2–500+ people | 51–500+ people | 2–500 people | 2–500 people |
| Incident ticketing | Yes | Yes | Yes | Not listed | Not listed | Yes |
| Service catalog | Not listed | Not listed | Yes | Not listed | Yes | Not listed |
| Approval workflows | Yes | Not listed | Yes | Yes | Yes | Not listed |
| IT asset management | Not listed | Yes | Yes | Not listed | Yes | Yes |
| Change and problem management | Yes | Yes | Yes | Not listed | Not listed | Yes |
| SLA tracking | Yes | Not listed | Yes | Not listed | Yes | Yes |
| Visit | Visit | Visit | Visit | Visit | Visit | Visit |
Category leaders
The best-known IT help desk / ITSM tools: the ones most buyers shortlist.
IT help desk / ITSM Category leader
Jira Service Management
ITSM and service desk from Atlassian
Key features
- Incident ticketing
- IT asset management
- Change and problem management
IT help desk / ITSM Category leader
ManageEngine ServiceDesk Plus
ITSM, asset management and CMDB in one help desk
Key features
- Incident ticketing
- Service catalog
- Approval workflows
- IT asset management
- Change and problem management
- SLA tracking
Rising picks
Newer tools with real traction and a clear difference from the leaders.
IT help desk / ITSM Rising
Atomicwork
Agentic ITSM with AI coworkers for IT support
Key features
- Approval workflows
IT help desk / ITSM Rising
Siit
Slack and Teams service desk with AI agents
Key features
- Service catalog
- Approval workflows
- IT asset management
- SLA tracking
IT help desk / ITSM Rising
Unthread
AI helpdesk that runs IT support inside Slack and Teams
Key features
- Incident ticketing
- IT asset management
- Change and problem management
- SLA tracking