10 Best Service Request Management Software in 2024 (2024)

You’re managing a bustling B2B company where client requests for customized software solutions pour in daily. Every request and client is crucial, but you can’t track them all. Manual management of email threads and tickets often leads to mixed-up requests or delayed responses.

The outcome? Your team is scrambling, and you risk driving away clients.

Whether you’re in IT, customer support, or managing internal operations, the chaos of handling requests manually can be overwhelming.

But here’s a solution! A service request management software that centralizes every step of the service request process—from submission to resolution, boosting efficiency and customer satisfaction.

With years of experience managing internal and customer service requests under our collective belt, the ClickUp team and I have compiled a list of the 10 best service request management software. This tool can transform your process for managing service requests.

What Should You Look for in Service Request Management Software?

When you select service request management software, you need to consider features and capabilities that will help your team significantly improve efficiency and customer satisfaction.

Here’s what you should look for:

• Automation: Ensure the software has robust automation capabilities to act on predefined rules, such as escalating requests and minimizing manual intervention. Then, set your service request management priorities accordingly
• Self-servicing: Look for software with the ability to provide self-service support, such as FAQs and troubleshooting guides, to minimize service requestsand ease the load on your service desk teams
• Reporting and analytics: Search for customizable dashboards that have real-time analytics capabilities. As a service provider, you need comprehensive reporting features as they are essential for tracking service metrics, monitoring SLA (service level agreement) compliance, and identifying areas for improvement
• User-friendly interface: Select request management tools with an intuitive interface for users and administrators to reduce training time and encourage adoption for smooth service delivery
• Mobile accessibility: Choose a mobile-friendly service request management tool that allows users and administrators to manage requests on the go, enhancing flexibility and responsiveness

Look for software that provides different customer service management and problem statement templates to fast-forward the service request management process.

The 10 Best Service Request Management Software

Here are the top 10 incident management software to help you streamline your operations significantly.

1. ClickUp (Best for service request management)

ClickUp, a versatile project and customer management software, automates and streamlines workflows to make handling service requests a breeze. With its plethora of unique features, it provides support throughout the process, from initiating a task for the service request to monitoring and prioritizing it.

ClickUp Tasks

Create, assign, and track service requests as ClickUp Tasks. It lets you create separate tasks for service requests, monitor them, and assign team members to take prompt action and increase accountability.

Additionally, you can set ClickUp’s Custom Task Statuses and priorities for each to reflect the different statuses of a service request. For example, New, In Progress, Awaiting Feedback, and Completed.

Not just this, ClickUp Task Priorities lets you add different flags: Urgent, High, Normal, and Low. For example, imagine you have five tickets at once. You can use this feature you tell your team which ones to work on first.

ClickUp Customer Service

ClickUp Customer Service saves repetition and helps you point out concerns faster. Here’s how: It lets you use tags to flag common issues, address them promptly, and prevent them from occurring again.

It does this by helping you segregate the service requests based on the issues, clients, or types of requests. Additionally, with ClickUp Automations, you can automatically delegate certain requests to a particular member based on specific criteria or change the status of a task when certain conditions are met.

ClickUp Time Management

It is crucial to give customers an estimated time to resolve their service requests. This is often a cumbersome task, but not with ClickUp Time Management.

Track the time spent on each service request to monitor efficiency and identify bottlenecks. Additionally, with an idea of how much time a similar request takes, you can set time estimates for tasks to manage expectations, SLAs, and deadlines.

ClickUp Dashboards

Lastly, do you want a holistic view of all the service requests received in one place? ClickUp Dashboards make it possible.

Build dashboards to get a high-level view of service request metrics, such as the number of requests, average response time, and status distribution. You can also generate reports and analyze the team’s performance to identify areas for improvement.

While these are some benefits, does arranging the service request management process seem like a lot of effort? ClickUp has a solution: its ClickUp Service Request Template to spring into action faster.

With this template, you can:

• Save time by providing a standard service request format and ensure consistency across requests
• Ensure requests are assigned and handled quickly and efficiently by reducing the chance of human error
• Track request status by adding tags such as Blocked, New Request, Resolved, and Under Investigation to keep track of progress and prioritize tasks
• Visualize requests and get details by adding custom attributes like Screenshot, Resolution Provided, Computer Number, Contact Email, and Location

ClickUp best features

• Automate workflows: Automate task creation, assignment, and notification workflows based on triggers such as request submission or priority level
• Set up notifications: Keep all stakeholders in the loop with notifications and alerts about the service request status and use reminders to ensure that no service request is overlooked
• Team collaboration: Facilitate collaboration among team members by using ClickUp Collaboration to allow them to comment, tag colleagues, and discuss details within task threads
• Enhance security: Protect sensitive information with robust security features, including customizable permissions and data encryption

ClickUp limitations

• Not all advanced features are available on the ClickUp Mobile App (as of now)

ClickUp pricing

• Free: Forever
• Unlimited: $7/month per user
• Business: $12/month per user
• Enterprise: Contact for pricing
• ClickUp Brain: Add to any paid plan for $7 per Workspace member per month

ClickUp ratings and reviews

• G2: 4.7/5 (9,000+ reviews)
• Capterra: 4.6/5 (4,000+ reviews)

2. Zendesk (Best for integrated service request management)

Zendesk simplifies customer handling by creating a central hub for customer questions, requests, and concerns.

Your customers can contact you with their complaints using email, chat, phone, mobile, or social channels. How do you track them all at once?

Zendesk creates a ticket and enters it in the queue so you get everything in one place.

You can also use Zendesk AI, built on billions of genuine customer service interactions. It understands customer experience, which means you can deliver personalized support.

Zendesk best features

• Use app integrations within Zendesk, such as Jira, Salesforce, and Slack
• Get omnichannel communication support to enhance accessibility and convenience
• Handle service requests efficiently by integrating communication tools and collaborating with team members

Zendesk limitations

• Learning the features of the software and customizing it based on your needs takes time
• Using the mobile application is difficult and not equipped with all the features

Zendesk pricing

• Support Team: $19 per agent/month
• Support Professional: $55 per agent/month
• Support Enterprise: $115 per agent/month

Zendesk ratings and reviews

• G2: 4.3/5 (5,800+ reviews)
• Capterra: 4.4/5 (3,900+ reviews)

3. Atlassian (Best for IT service management)

If your service requests are mostly centered around IT service management, then Jira Service Management is exactly what you need. It lets you optimize your workflow by integrating everything under one platform to free you from the burden of heavy, rigid processes that create siloes.

One of the best aspects of this software is its no-code forms and automation processes to create a value stream and eliminate repetitive tasks. Additionally, its open, collaborative platform helps you manage requests better by sorting service request management priorities.

Atlassian best features

• Enhance your service desk with custom add-ons and REST API
• Manage incidents, problems, change management, and service requests with a single platform
• Resolve issues promptly and accurately by linking service requests directly to development tasks and bug fixes

Atlassian limitations

• There are limited reporting capabilities to get an insight into the service requests of the company

Atlassian pricing

• Free
• Standard: $17.65 per agent/month
• Premium: $44.27 per agent/month
• Enterprise: Custom pricing

Atlassian ratings and reviews

• G2: 4.2/5 (700+ reviews)
• Capterra: 4.5/5 (600+ reviews)

4. OneDesk (Best for AI-supported service request management)

With OneDesk, you can capture, respond to, and manage customer support tickets, emails, and other customer interactions in one place.

What distinguishes this software is Odie (‘OD’), its AI agent that provides customers with responses based on your content.

Another unique feature of this ticketing software is email capturing and responding. You can automatically connect your MS 365 or Google Workspace inbox to capture and thread responses.

You can also create workflows for different kinds of requests to generate tickets with default properties.

OneDesk best features

• Support customers through live chat, request forms, web portal, knowledge base, and satisfaction survey
• Train your AI agent through knowledge base articles, previous queries, and replies, and respond quickly
• Access real-time statistics about the status of your tickets and team performance through dashboards and reports

OneDesk limitations

• Updates disrupt the software functioning and require re-adjustments of the system

OneDesk pricing

• Standard:$13.99 per user/month
• Premium:$15.99 per user/month
• Enterprise:$18.99 per user/month

OneDesk ratings and review

• G2: 4.3/5 (30+ reviews)
• Capterra: Not enough reviews

5. Zoho Desk (Best for categorized service request management)

Zoho has an uncomplicated support system for customers, agents, and managers.

The most unique feature of this software is the Round Robin, an automatic ticket assignment that lets you divide tickets evenly among all your agents based on the limit you set. You can also ensure that tickets are handled by the most suitable agents on your team.

For example, a social media-related query should go to a social media expert for the best resolution in the shortest period.

Zoho Desk’s best features

• Automatically organize tickets based on time due, priority, and CRM status through custom views and work modes
• Ensure smooth collaboration between support agents in different departments to ensure no information gets lost
• Categorize tickets through tags to match the right representative

Zoho Desk limitations

• There is limited support for ticketing in different languages

Zoho Desk pricing

• Free
• Express: $7/user per month
• Standard: $14/user per month
• Professional: $23/user per month
• Enterprise: $40/user per month

*Pricing details taken from an external source

Zoho Desk ratings and reviews

• G2: 4.4/5 (5,600+ reviews)
• Capterra: No ratings available

6. Hubspot (Best for single-view service request management)

The HubSpot help desk empowers you to deliver personalized, AI-powered support from a unified source of truth and leverage 360-degree insights to empower support reps with valuable information.

If your company struggles to keep up with service request progress, this software is the right fit. It gives your team access to the entire customer journey in a single view.

HubSpot also combines omnichannel support with advanced service level agreements and routing features to manage your growing support team and exceed customer expectations.

Hubspot best features

• Review the service team’s performance by accessing robust reporting and analytics tools
• Improve response times with automated workflows that trigger follow-up tasks, status updates, and notifications
• Enhance team collaboration and eliminate missed requests through a centralized inbox

Hubspot limitations

• The extensive features make it difficult to understand where to start and which features are the best to use

Hubspot pricing

• Marketing Hub Professional: $800/month (includes three seats)
• Marketing Hub Enterprise: $3,600/month (includes five seats)

Hubspot ratings and reviews

• G2: 4.4/5 (11,000+ reviews)
• Capterra: 4.5/5 (4,100+ reviews)

7. Help Scout (Best for personalized service request management)

Help Scout claims to reduce your customer response time by an average of 30 minutes. This software allows your customers to help themselves through a knowledge base and get real-time support from humans when they need it.

In addition, you can use its API and SDK to customize things in real life and provide the best support possible to customers and even the internal team.

I found this external and internal communication software appealing because it could personalize support responses by accessing context, data, and previous responses.

Help Scout best features

• Use AI capabilities to glean information from past conversations and help articles to create on-brand responses that are ready to review, revise, and send
• Enhance team coordination by consolidating all customer interactions in one place. Tag your team using mentions to make it easier for others to jump in and help
• Reach inbox zero by reducing emails and managing them effectively

Help Scout limitations

• There are limited customer service templates, and the user interface needs improvement

Help Scout pricing

• Standard: $25 per user/month
• Plus: $50 per user/month
• Pro: Custom pricing

Help Scout ratings and reviews

• G2: 4.4/5 (400+ reviews)
• Capterra: 4.6/5 (200+ reviews)

8. SolarWinds (Best for remote support service request management)

SolarWinds can be your next choice if you’re looking for software that provides a combined solution for desk ticketing, IT asset management, and end-user support.

It takes customer and internal support one step ahead by providing affordable remote control software for all your customer support and help desk needs.

Another distinguishing feature of this work order software is the service catalog, which standardizes the service request fulfillment process.

SolarWinds best features

• Empower end-users with a user-friendly self-service portal
• Extend enhanced support by access to purchase orders and lifecycle status
• Ensure efficient incident management through automatically capturing, prioritizing, and routing ticket

SolarWinds limitations

• Learning the advanced features of the software requires time and effort before implementing them

SolarWinds pricing

• Custom pricing

SolarWinds ratings and reviews

• G2: 4.3/5 (700+ reviews)
• Capterra: 4.6/5 (570+ reviews)

9. ServiceNow (Best for end-to-end visibility service request management)

ServiceNow lets you engage with your customers in the manner they prefer through self-service assistance across multiple channels.

Its AI-powered service request management enhances cross-department collaboration and provides end-to-end visibility to all stakeholders.

The software also provides ITSM support to resolve issues quickly and speed up innovation. Natural language virtual agents can offer instant resolutions to repetitive IT service tasks, giving your team more time to strategize.

ServiceNow best features

• Track key performance indicators, generate detailed reports, and perform data-driven decision-making
• Streamline processes such as incident and change management through natural language understanding
• Get complete visibility into issue status through unified front, middle, and back offices on a single platform

ServiceNow limitations

• It has a long implementation process that requires multiple steps and customization options to set up

ServiceNow pricing

• Custom pricing

ServiceNow ratings and reviews

• G2: 4.4/5 (1,900+ reviews)
• Capterra: 4.5/5 (200+ reviews)

10. HappyFox (Best for tailored service request management)

HappyFox is a practical help desk and customer support system that simplifies service and change request management through a robust support ticket system, self-service knowledge base, and community forums.

This all-in-one service request software can be used for customer, IT, HR, and sales support. It lets you create custom fields and workflows to provide personalized service request solutions.

HappyFox best features

• Accelerate response times and ensure that the most suitable personnel handles requests through automated assigning
• Categorize service requests by severity and complexity and maximize safety by ensuring only authorized professionals have access
• Enhance detail and accuracy in submitted requests through customizable web forms for request submissions

HappyFox limitations

• The software doesn’t provide notifications for new updates and changes in the ticket, which can lead to missed details

HappyFox pricing

• Basic: $14 per agent/month
• Team: $69 per agent/month
• Pro: $199 per agent/month
• Enterprise PRO: Custom pricing

HappyFox ratings and reviews

• G2: 4.5/5 (130+ reviews)
• Capterra: Not enough reviews

Optimize Service Request Management with ClickUp

Service request management software is integral for simplifying support and service operations. Service request management software and incident report templates help automate request handling, prioritize tasks, and provide detailed analytics to improve customer satisfaction and implement customer management strategies.

ClickUp stands out with its advanced service request management capabilities. Features such as AI assistance, easy request identification, and visualization through custom tags and details make it an exceptional tool for efficiently managing service requests.

Sign up for ClickUp today to transform how your organization handles support and service operations.