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A guide to the top request management software of 2024

Last updated January 22, 2024

Behind every great customer experience is a rockstar customer service representative. And behind them are the heroes in IT who keep the organizational engine purring.

IT teams need a reliable request management system that makes it easy to track, manage, and organize support queries in one place. Without the right features and tools, you and your customers could end up broken down on the side of the road.

Our guide details the best request management software of 2023. We cover software comparisons, key features, common benefits, and best practices to help you throughout your research process. Jump in, fasten your safety belt, and enjoy the ride.

More in this guide

What is request management software?

Request management software is a tool that helps employees manage, track, and resolve IT support and service requests.

The best request management systems consolidate requests from multiple channels into a unified agent workspace. They also use self-service options to make customer support more convenient so users can find information, perform common tasks, and resolve issues on their own around the clock.

Request management systems comparison chart

There is a lot to consider when investing in a request management system. We’ve listed starting prices and a few of the most important features for a quick comparison. You can also see who offers a free trial and how long you can enjoy your test drive.

SoftwareStarting priceFree trialFeatures

Zendesk

$19 per agent/month (billed annually)

14 days

  • Omnichannel ticketing system

  • Self-service portal

  • Workflows and automations

  • Reporting and analytics

  • Apps and integrations

  • SLAs and OLAs

Jira Service Management

$0 per agent/month (up to 3 agents)

7 days

  • Self-service portal

  • Workflows and automations

  • Reporting and analytics

  • Apps and integrations

Zoho Desk

$14 per user/month (billed annually)

15 days

  • Omnichannel ticketing system

  • Self-service portal

  • Workflows and automations

  • Reporting and analytics

  • Apps and integrations

Freshdesk

$0 per agent/month (up to 10 agents)

21 days

  • Omnichannel ticketing system

  • Self-service portal

  • Workflows and automations

  • Reporting and analytics

  • Apps and integrations

HappyFox

$29 per agent/month (billed annually)

14 days

  • Self-service portal

  • Workflows and automations

  • Reporting and analytics

  • Apps and integrations

SolarWinds

Contact SolarWinds

Unavailable

  • Omnichannel ticketing system

  • Self-service portal

  • Workflows and automations

  • Reporting and analytics

  • Apps and integrations

Integrify

Contact Integrify

Available

  • Self-service portal

  • Workflows and automations

  • Reporting and analytics

  • Apps and integrations

Jotform

$0 per month (forms include Jotform branding)

Unavailable

  • Self-service portal

  • Reporting and analytics

  • Apps and integrations

SuperOps

$59 per tech/month (billed annually)

21 days

  • Self-service portal

  • Workflows and automations

  • Reporting and analytics

  • Apps and integrations

Kissflow

$15 per user/month (billed annually)

Available

  • Omnichannel ticketing system

  • Self-service portal

  • Workflows and automations

  • Reporting and analytics

  • Apps and integrations


The 10 best request management software

Let’s shift into high gear and see how the best request management software performs. We include an overview of each product, key features, pricing tiers, and free trial details.

1. Zendesk

Zendesk

Zendesk offers a proactive request management solution that helps minimize issues so you can avoid pileups before they begin.

Our omnichannel help desk ticketing system centralizes requests into a unified agent workspace. This interface provides agents with the customer or employee conversation history, data, and context needed to deliver support. Our request management software also uses AI to intelligently route ticket requests to the best-suited agent. The ticketing system prioritizes escalated, older, and high-value tickets for your team to address first. You can also organize incoming requests by type.

Zendesk features advanced reporting and analytics tools that provide historical and real-time metrics about team and operations performance. Pre-built reporting lets you dive in right away, while customizable dashboards allow you to tailor your reporting with low-code, drag-and-drop tools. Integrated data from every channel gives management and decision-makers the right insights to fine-tune business operations.

With AI-powered chatbots, community forums, and a smart knowledge base and help center, our self-service portal creates an easy support experience. The Zendesk Customer Experience Trends Report 2023 shows predictions that ticket volumes will increase by 75 percent over the next year. Providing 24/7 support through self-service resources can help deflect tickets for more manageable queues, boosting efficiency and saving your business time and money.

Features:

  • Omnichannel ticketing system

  • Self-service portal

  • Workflows and automations

  • Reporting and analytics

  • Apps and integrations

  • SLAs and OLAs

Pricing:

  • Support Team: $19 per agent/month

  • Support Professional: $55 per agent/month

  • Support Enterprise: $115 per agent/month

    *Plans are billed annually.

Free trial:

14 days

2. Jira Service Management

Jira Service Management
Image source

Atlassian offers ITIL service request management software called Jira Service Management. Primarily built for ITSM, the platform can help teams with incident, problem, change, asset, configuration, knowledge, and request management. Though the request queues can support channels like email and web submission, there isn’t omnichannel support for voice, SMS, or social channels.

The software features a self-service portal with a built-in knowledge base to help employees find information themselves. There are also bulk ticket configurations that help the routing system categorize and group together tickets with similar issues. The native reporting features, like the form builder with customer fields, allow businesses to collect feedback and monitor team performance.

Features:

  • Dynamic forms

  • Reports and metrics

  • SLAs

  • Self-service portal

  • Service desk

  • Request queues

Pricing:

  • Free: $0 per agent/month (up to 3 agents)

  • Standard: $21 per agent/month

  • Premium: $47 per agent/month

  • Enterprise: Contact Jira

Free trial:

7 days

Learn more about Jira’s integration with Zendesk Support.

3. Zoho Desk

Zoho Desk
Image source

Zoho Desk’s cloud-based request management system helps IT teams organize support tickets. Zoho Desk lets you automate simple tasks and configure rules to automatically assign tickets to agents for proper routing.

The platform has self-service resources, including a multilingual help center, knowledge base articles and FAQs, and community forums. It also features reporting dashboards with default or customizable reports so you can surface only the metrics you want to see.

Features:

  • SLAs

  • Omnichannel support

  • Ticket management

  • AI bots and reply assistant

  • Self-service

  • Reporting and analytics

Pricing:

  • Standard: $14 per user/month

  • Professional: $23 per user/month

  • Enterprise: $40 per user/month

    *Plans are billed annually.

Free trial:

15 days

Learn more about Zoho CRM for Zendesk.

4. Freshdesk

Freshdesk
Image source

The Freshworks service management software, Freshdesk, helps companies create and manage IT requests across teams. Agents can monitor and track tickets with Freshdesk from creation to completion. Custom dashboards allow you to create tailored metrics and reports, so you can focus on what’s important.

Though Freshdesk has many native integrations and add-ons to help enhance the ticketing management experience, each ticket requires its own browser tab, which creates a challenging agent experience. Also, each of Freshworks’ systems—Freshdesk, Freshchat, and Freshcaller—has its own interfaces, so agents must toggle between them to gather information.

Features:

  • Reporting dashboard

  • Shared inbox

  • SLA management

  • Chatbots

  • Custom portals

  • Self-service

Pricing:

  • Free: $0 per agent/month (up to 10 agents)

  • Growth: $15 per agent/month

  • Pro: $49 per agent/month

  • Enterprise: $79 per agent/month

    *Plans are billed annually.

Free trial:

21 days

5. HappyFox

HappyFox
Image source

HappyFox’s help desk features a service request management system that helps teams handle and respond to issues. Requests can be managed in a single multichannel interface that consolidates requests from phone, email, live chat, or web form. The web forms are customizable, so you can add fields to collect additional contact and ticket information, such as an order number, shipping address, or issue type.

The platform allows teams to group tickets with related issues to streamline support and help curb manual updates. The system also lets agents attach images to add context or clarity to a request.

Features:

  • Multichannel support

  • Custom fields

  • Role-based access control

  • SLA management

  • Reporting and analytics

  • Ticket management

Pricing:

  • Mighty: $29 per agent/month

  • Fantastic: $49 per agent/month

  • Enterprise: $69 per agent/month

  • Enterprise Plus: $89 per agent/month

    *Plans are billed annually.

Free trial:

14 days

Learn more about HappyFox Workflows for Zendesk.

6. SolarWinds

SolarWinds
Image source

SolarWinds offers web-based IT service request management software that helps with service desk processes. Its platform helps IT support reps with incident, problem, and change management in addition to service requests and service level agreements.

SolarWinds’ web help desk features reporting and analytics tools that allow management to monitor metrics in real time. The dashboard is customizable and comes with built-in reporting capabilities. The web forms are also customizable with unlimited fields, so your IT teams can gather the necessary knowledge and provide better support.

Features:

  • Ticket management

  • Reporting and analytics

  • Custom web forms

  • SLA agreement alerts

  • Incident, problem, and change management

  • Business-based action rules

Pricing:

  • Contact SolarWinds

Free trial:

  • Unavailable

Learn more about SolarWinds Service Desk for Zendesk.

7. Integrify

Integrify
Image source

Integrify hosts a request management solution for HR, finance, operations, and IT. The platform features a customizable request portal that allows support teams to manage incoming requests and users to submit and track their requests. This portal can be configured to send automatic email alerts when someone makes changes to their request.

You can build custom intake forms and design your own workflow to route requests where you want them to go. Integrify offers pre-built connectors so you can integrate them with your current systems. It's an open API, so if you invest in a dev team, you can customize the code.

Features:

  • User request portal

  • Online forms

  • Reporting and analytics

  • Custom workflows

Pricing:

  • Cloud: Contact Integrify

  • Enhanced Cloud: Contact Integrify

  • On-Premise: Contact Integrify

Free trial:

Custom

8. Jotform

Jotform
Image source

Jotform’s request management software helps teams automate service request workflows. It offers industry-specific web form templates like request forms, information request forms, forms requesting IT support, timesheets, and more. The forms are customizable so you can collect the most important information for your support needs.

Jotform also features Jotform Tables, a tool that helps teams organize requests. The online database stores the information gathered from web forms in one place. Jotform Tables lets you track requests throughout their life cycles to ensure your team addresses all issues.

Features:

  • CRM integrations

  • Form analytics

  • Visual report builder

  • Custom form templates

  • Autoresponder emails

Pricing:

  • Starter: $0 per month*

  • Bronze: $39 per month

  • Silver: $49 per month

  • Gold: $129 per month

  • Enterprise: Contact Jotform

    *Forms include Jotform branding

Free trial:

Unavailable

Learn more about Jotform for Zendesk.

9. SuperOps

SuperOps
Image source

SuperOps is a professional services automation (PSA) and remote monitoring and management (RMM) platform that helps businesses manage requests. These requests range from IT service management to client, asset, and project management. SuperOps’ platform converts requests into a conversational workspace, like a chat interface.

You can attach media—like images, videos, and documents—to the requests to add context. There are also triggers and automation options, custom workflows, and canned responses that help with common tasks and ticket routing. Additionally, the Kanban view helps agents manage tickets visually.

Features:

  • Ticketing

  • Intelligent automation

  • Client, contract, project, and quote management

  • Kanban view

  • Reporting

  • Customer satisfaction (CSAT) surveys

Pricing:

  • Standard (PSA only): $59 per tech/month

  • Standard (RMM only): $79 per tech/month

  • Pro (Unified basic): $99 per tech/month

  • Super (Unified advanced): $129 per tech/month

    *Plans are billed annually.

Free trial:

21 days

10. Kissflow

Kissflow
Image source

Kissflow offers a request management system that houses all requests in a single platform. It’s built to handle requests from IT, finance, HR, and procurement departments and includes a live reporting tool to monitor requests in real time.

Kissflow’s request portal is for all users—including customers and employees—with access defined by role-based access controls. You can create apps without coding and customize request forms with more than 20 field options. The software also lets you configure routing rules to automatically deliver requests to the right place.

Features:

  • Reporting and analytics

  • Process audits

  • Visual process design

  • Dynamic routing

  • Customizable forms

  • Automated task management

Pricing:

  • Small Business: $15 per user/month

  • Corporate: $20 per user/month

  • Enterprise: Contact Kissflow

    *Plans are billed annually.

Free trial:

Available

Service request software features

The right features can be the difference between software that just gets the job done and one that exceeds expectations. Here are some features that can take your request management software to the next level.

Important request management software features

Omnichannel ticketing system

An omnichannel help desk ticketing system enables IT support teams to manage, track, and collaborate on requests more efficiently. Employees can connect with IT support from any channel—voice, Slack, email, or text—to create a request. With important information and context related to the issue all in one place, the agent can deliver a personalized experience while resolving issues.

A unified workspace provides live updates about changes in ticket statuses, new ticket requests, or incoming messages. Agents can respond on the user’s preferred channel right from their unified workspace—they don’t have to toggle between systems or apps, and they can send proactive communication or reply in real time.

Self-service portal

A request management system that features a self-service portal empowers employees to help themselves without involving an IT support rep. Your business can meet employee demand around the clock, allowing users to resolve simple tasks independently, monitor ticket statuses, and find answers to frequently asked questions.

You can even create hybrid options, like deploying AI chatbots to help employees resolve their issues or to collect information before passing the request to a live agent—if a human touch is needed.

Creating and updating the information in your internal knowledge base makes it easy for employees to find help center articles, knowledge-sharing resources, HR documents and policies, and more.

Workflows and automations

Workflows and automations enable teams to stay organized, productive, and efficient.

Configuring automations, triggers, and macros (prewritten responses or actions) eliminates time-consuming tasks, allowing IT support agents to focus on more complex issues. You should be able to:

  • Automate emails with ticket status updates

  • Send reminder messages via WhatsApp or Slack

  • Tag, categorize, or group tickets

  • Assign agents to requests based on predetermined criteria, like expertise and availability

You can reduce back-and-forth communications with customized forms that help your team gather all the info they need to handle the request effectively. You can also set alerts and notifications to help teams monitor and handle older or escalated tickets.

Reporting and analytics

Reporting and analytics tools highlight agent and team performance and provide insights into ticketing metrics. Some request management software comes with pre-built reports that analyze common key performance indicators (KPIs). But other software solutions, like Zendesk, allow you to customize your reporting dashboards and create a personalized view to identify customer service trends and gather insights most important to your business.

Apps and integrations

Apps and integrations allow you to customize your platform and enhance its capabilities. For example, the Zendesk Marketplace features more than 1,300 integrations with apps like:

  • Slack, to streamline internal collaboration on ticket requests

  • Mailchimp, to increase proactive communication

  • Survey, to boost CSAT and NPS® scores with automated customer surveys

Benefits of service requests software

Request management software offers numerous benefits. The value of the benefits can vary between businesses, depending on size, industry, and goals. Here’s a list of common benefits for businesses looking to invest in request management software.

Important request management software features
  • Boosts efficiency and productivity

    Request management software can increase the productivity and efficiency of your IT support team by providing tools that streamline workflows and create a frictionless agent experience.

    As previously mentioned, self-service options keep ticket queues manageable while automation handles repetitive tasks. Meanwhile, intelligent routing sends requests to the right place the first time so they can get resolved more quickly.

  • Reduces costs and increases ROI

    The right request management system can help you keep costs low while increasing your return on investment (ROI). A good solution will set up quickly and be intuitive so your IT support agents can hit the ground running—instead of spending countless (and expensive) hours in training.

    AI and automated processes can help your business deliver an exceptional customer service experience with fewer agents. Bots can deflect tickets by offering self-service resources, and automations can handle tedious tasks. As a result, workflows are manageable and agents are able to focus on high-value tasks, enabling them to work more efficiently and help more customers faster.

    Tools that make it easier for agents to do their jobs also foster an environment that boosts the employee experience. Happy employees mean less turnover, so you can save costs on hiring and training replacements.

  • Improves the end-user experience

    Consistent, effortless experiences benefit everyone involved. As mentioned above, support teams can thrive in an employee-centric environment and feel motivated to consistently deliver top-notch, personalized service.

    With self-service resources available to employees, these internal customers have the option to help themselves, allowing them to complete simple tasks and find information without involving an agent. This creates an effortless, convenient experience for your staff.

  • Enables teams to find actionable insights

    The right data enables you to make informed decisions. Customize your reporting and analytics dashboard so you can view specific metrics to gather actionable insights and identify trends. Examples include ticket spikes with similar issues, user experience, and agent performance. With this data, you can make changes or adapt your platform with integrations to optimize your performance.

  • Improves internal collaboration

    Request management software can improve internal collaboration and break down data silos by consolidating important information into a single omnichannel agent workspace. This data would otherwise be fragmented across systems, keeping some departments in the dark.

    An omnichannel agent workspace provides agents with a unified view of communication channels, customer context, and collaboration tools—like side conversations. With side conversations, agents can send messages to other agents, managers, or other internal resources so they can collaborate on solutions, outside of the main ticket conversation.

    Integrations with communication tools like Microsoft Teams allow IT agents to message a teammate or loop in management and take advantage of additional resources or subject matter expertise.

Request management software best practices

To maximize the benefits of your request management software, here are a few best practices to follow.

  • Make it easy for customers and employees: Create a convenient, effortless support experience for users and a frictionless experience for employees.

  • Maintain your help center and knowledge base: Make sure content is updated regularly and your help center is organized and easy to navigate.

  • Invest in AI: Increase the capabilities of your software with advanced AI that can detect request intent and sentiment and use machine learning to improve with every interaction.

  • Deliver personalized experiences: Personalized support creates positive experiences for internal and external customers (employees). It creates an environment where everyone feels valued, boosting satisfaction across the board.

  • Collect and implement feedback: Feedback is critical information that lets you know what you need to improve. Additionally, customers and employees feel heard when they see you implement their feedback.

How to choose the right request management software

Investing in the right request management system can level up the quality and efficiency of your IT support in no time. Here are a few things to consider before choosing a solution.

What is your timeline?

Determine whether you’re ready to implement a new request management system based on growth, scalability, and where you are in your business journey.

How many resources can you invest in software setup and maintenance?

Consider your staff and your budget before committing. Also think about cloud-based software vs. on-premises software and whether you have a team dedicated to making updates or bug fixes. Is the platform easily customizable, or do you need to hire a dev team to add code?

Is the software easy to use?

Clunky, cumbersome software that requires a lot of training may not be the best fit for many businesses. Request management software with an intuitive interface lets agents plug and play without missing a beat. You can also take some platforms for a test drive before you purchase to see how they feel.

Do you need automation for repetitive request management tasks?

Define which tasks your IT teams will perform and which are good candidates for automation. Repetitive, time-consuming, or non-complex tasks can be automated, reducing your agents’ workload.

How many agents will use the software?

Consider your team size and analyze the average number of support requests that need to be handled. Use free trials to determine how you can fine-tune your staffing needs. Or, use the Zendesk staffing calculator to get a general idea.

Frequently asked questions (FAQ)

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With Zendesk, we are able to set priorities, gain clarity, create a centralised knowledge base, and make informed staffing plans.

Farhan Sidek

Head of Customer and Community Experience

Read customer story
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Try request management software for free

The Zendesk request ticketing system streamlines your IT support for a better user experience. Try it for free and see how you can resolve tickets more efficiently, analyze your performance, and encourage collaboration between teams

Related request management software guides

There’s a lot more where that came from. If you found this guide helpful, keep exploring the world of online request management software, global ticketing, and customer service.

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