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
| 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 |
|---|