5 Best Service Request Management Software

Finding the right service request management software can make or break your business. With the right tools, you can streamline your processes, reduce costs, and improve customer satisfaction.

In this article, we’ll examine what features to look for in a service request management software, how to choose the best one for your organization, and the benefits of implementing one.


Definition of Service Request Management Software

Service Request Management (SRM) is a software solution designed to automate and improve the process of managing customer requests for service. It is designed to help businesses more efficiently respond to customer inquiries, manage workloads, and ensure customer satisfaction. The software facilitates the collection and tracking of data associated with service requests, including the origin and details of each request. It includes features that allow users to distinguish between different types of requests and prioritize them with customizable rules or workflow processes.

SRM software works with existing IT infrastructure to integrate seamlessly into existing customer relationship management (CRM) systems, providing a centralized platform for efficient monitoring and response. Service Request Management solutions provide features such as:

  • Task automation
  • Feedback loops
  • Ticketing systems
  • Dispute management
  • Automated assignments
  • Reporting capabilities
  • Integration with existing business systems like ERP software or databases
  • Customer surveys/analytics

Overall these tools are designed to streamline a customer’s service request experience from start to finish.


Benefits of Using Service Request Management Software

The benefits of utilizing service request management software can be immense for businesses. By using a comprehensive system to manage their customer feedback, companies can create greater efficiencies and reduce costs associated with managing operations and customer service. Furthermore, using SRM software to track requests provides companies with a single platform to measure and respond quickly to emerging customer needs, ensuring the best possible service experience for the customer.

Some of the key advantages to implementing an SRM software solution include:

  • The ability to collect, store and access data pertaining to customer issues in one organized place. This allows customers’ needs to be accurately addressed in a timely manner.
  • Organize data related requests by category or topic, ensuring that team members have access only to relevant information required for efficient problem resolution.
  • Improve overall operations efficiency by automating many routine processes relating to tracking service request inquiries as well as sharing solutions across multiple departments or teams.
  • Update customers in real time on status of their inquiries or complaints without wasting time on manual methods such as telephone follow ups or emails.
  • Instantly compare metrics from similar request categories and prioritize urgent issues over shorter term problems for faster resolution times.
  • Identify trends from relevant requests by category in order to proactively address potential problems before they occur, minimizing disruption or unnecessary delays for customers.


Popular Service Request Management Software

Service request management software is an essential tool for businesses of all sizes – it helps to organize the tasks and processes associated with managing customer service requests. There are several popular service request management software on the market today that are robust, reliable, and user-friendly.



Freshservice is a popular cloud-based help desk software that is trusted by IT teams in businesses of all sizes. Strategic support requests and issues can be easily tracked from end to end. It provides a comprehensive feature set that allows users to address incidents, automate complex tasks, capture feedback from customers, and deliver reliable service with its intuitive ITIL-based processes.

The key features of Freshservice include:

  • Incident management with integrated SLA tracking for faster resolution.
  • Service catalog for efficient request fulfillment.
  • Knowledge base for improved customer self-service.
  • An integrated asset repository to manage the inventory across domains.
  • Workflows to simplify automation of service requests.
  • Integration capabilities to ensure smooth collaboration between different departments/apps.

Its intuitive user interface makes it easy for users to customize layouts according to their preferences and tailored reports help them gain insight into customer satisfaction levels. To top it off, data security is taken seriously in Freshservice – it supports ISO 27001 certification and has multiple levels of authentication and encryption protocols that ensure access data remains secure.



ServiceNow is an incredibly popular and powerful service request management software that helps improve the productivity of a modern business. With ServiceNow, you can access, submit, approve, and manage service requests quickly and accurately. As your organization grows, ServiceNow will scale with you to meet your demands.

Whether it’s onboarding new employees or providing technical support to internal customers – no task is too difficult for ServiceNow. Out-of-the-box workflow accelerators streamline the entire life cycle of service requests and make it easier than ever for you to close tickets faster. With the drag-and-drop configuration feature, your users can easily create custom workflows that meet their exact needs.

In addition to workflow automation and efficiency gains, ServiceNow provides robust reporting capabilities with its many prebuilt dashboards that let managers get an overall view of operations when monitoring SLAs as well as employee engagement regarding services being rendered. An intuitive interface also makes it easy for IT teams to harness the power of ServiceNow’s full suite of features like:

  • CMDB integration
  • Third-party connectors
  • Custom catalogs
  • Knowledge bases
  • and more.

With its expansive list of features and capabilities tailored towards business performance optimization – ServiceNow remains one of the most effective solutions available currently in the market on the service request management software front.



Zendesk is an industry leader in service request management software designed to help provide a seamless customer service experience. It’s an easy-to-use and intuitive platform that helps organizations provide better quality customer support at scale.

With Zendesk, businesses can automate processes and streamline complex workflows, taking on more customer requests quickly and efficiently.

  • Creating customer ticketing systems
  • Providing custom self-service options
  • Rich analytics

Organizations have the flexibility to create both automated and manual solutions to fit their individual needs while preserving scalability and efficiency. Users have access to advanced reporting tools that enable them to gain deep insights into performance metrics, quantify business outcomes, streamline case routing processes, manage team performances, prioritize tasks with tags/labels and much more.

With automated triggers support teams can save time by following through with optimized solutions faster than ever before.

Given its scalability, user-friendliness and an array of features for intelligent service request management, Zendesk is one of the most preferred platforms for enterprises today.


Jira Service Desk

Jira Service Desk is a popular service desk software developed by Atlassian. It provides organisations with everything they need to manage customer service, including customer request types and queues, built-in automation, custom prioritization logic and more. Its wide range of features makes it one of the most powerful service desk solutions available.

Jira Service Desk helps teams centralize incoming customer requests and automate routine tasks. The solution’s customizable tools allow teams to prioritize requests based on business rules, assign actions to team members for faster resolution time, monitor performance reports and gain real-time insights into the status of their service delivery workflow.

The platform integrates with powerful external applications such as Jira Core, Confluence and Salesforce, allowing organizations to create seamless workflows and offer complete cross-team visibility into requested tasks. Additionally, its powerful dashboard helps teams track total number of tickets raised over time and view trends in comments associated with each request’s status in order to spot areas that require improvement or additional staff training.

Overall, Jira Service Desk is an excellent tool for managing customer requests efficiently while helping organisations accelerate response times and improve customer satisfaction levels overall.


SolarWinds Service Desk

SolarWinds Service Desk is an industry leading service request management software solution designed to help users streamline operations, provide exceptional customer services, and ensure compliance. This powerful software system automates and simplifies administrative tasks around the handling, assignment and resolution of tickets.

The SolarWinds Service Desk makes it easy to categorize, prioritize and allocate resources according to the type of request received. It also integrates seamlessly with third-party systems such as IT workflows and accounting systems. Every ticket can be tracked with ease, allowing users to see the exact location and status at any given time. As a result, resolution times are reduced drastically for total customer satisfaction.

SolarWinds Service Desk optimizes communication by providing self-help portals for customers so that they can find answers much faster than before. It also has different levels of access for management systems so that users can get into deeper details as needed. Additionally, this software uses advanced security protocols to effectively protect customer data from both internal and external threats.

All in all, SolarWinds Service Desk is an ideal choice for organizations looking for a unified platform for their service requests management needs due to its high level of flexibility and reliability.


Factors to Consider When Choosing Service Request Management Software

When you are looking for the best Service Request Management Software for your business, there are a few key factors you need to consider before making a selection. Such factors include:

  • What features does the software offer?
  • How user-friendly is the interface?
  • What type of customer service does the vendor provide?



When looking for the best service request management software for your organization, it is important to consider all the features that these solutions have to offer. Different software programs will inherently provide different sets of features based on the functionality needs of your business, and understanding the various features offered may help you determine which solution best suits your needs.

Some key features to look for when selecting service request management software include:

  • Ticket Management: Ticket management tools allow you to track customer requests and assign them accordingly, making it easier to provide timely customer service responses. Automated ticketing also helps ensure no tickets are left unanswered and reduce backlogs.
  • Workflow Automation: Automating processes can save time and effort while ensuring consistent performance across multiple teams. Workflow automation enables organizations to be proactive in addressing customer requests before they escalate into more complicated issues.
  • Data Analytics: In addition to tracking customer support requests and responses, data analytics tools allow organizations to measure their customer service performance and identify ways to improve the effectiveness of their operations. By understanding historical trends through data analytics, businesses can better anticipate future requests and monitor how their teams are performing in real time.
  • Self-Service Portals: Self-service portals enable customers to submit help requests without having to contact customer service personnel directly. This can not only save time but also help reduce overall costs associated with managing customer service tasks as well as reducing pressure on the company’s internal staff resources during busy periods.

By properly evaluating all the features available for each type of solution available, you will be able to identify which option is best suited for your unique business needs, allowing you create an optimal Customer Experience (CX).



Cost is a major factor to consider when shopping for the best service request management software. Prices for this type of software vary significantly, depending on the level of functionality, feature set, and scalability offered. Generally, entry-level options allow companies to manage their service requests with fewer added features and scaled back support options. At the higher end of the spectrum are enterprise-level solutions that provide more robust features and scalability, but often come at a bigger price tag. Overall, cost should be one of your first considerations in selecting a solution that meets your needs and fits within your budget constraints.

Other important factors you’ll want to consider include:

  • Subscription or licensing models;
  • Integration with existing systems or databases;
  • Automation capabilities;
  • UX/UI design quality;
  • Customer support offerings;
  • Ease of implementation;
  • Usability across multiple devices;
  • Collaboration tools;
  • Customization options;
  • Reports & analytics capabilities;
  • Security protocols & compliance standards met by the provider, if applicable;
  • And more.

It’s important to weigh all these issues together in order to determine which solution will work best for your specific needs.


Ease of Use

When selecting service request management software, one of the main criteria to examine is the ease of use. Service request management software should be accessible and user-friendly so that customers can get their requests processed with minimal hassle and employees can quickly log, update, or resolve a service request.

It’s important to review the end-to-end experience for creating a new service request and tracking its progress. Opt for solutions that provide an easy setup, intuitive design, clear narrative steps in order placement process, automatic confirmation emails sent out to customers and support staff alike when changes are made. Additionally look for mobile ready solutions with clear search functions and sorting capabilities such as keyword searches allowing users to locate specific tasks at any time.

Reviewing trial versions of different applications is essential in order to properly assess each system’s ease-of-use capabilities on your organization’s growing demand for fast and reliable service delivery. Look at factors such as how long it takes someone commonly unfamiliar with this type of software to understand how it works or how well help documents are written can have an impact on user performance with the software later on down the road.

Overall, remember that a smooth onboarding process will ultimately mean higher customer satisfaction levels – so make sure your solution of choice passes this criterion before committing!



When selecting the best service request management software for your company, one of the primary factors to consider is the level of security that is offered. Most software solutions will provide consistent, industry-standard security features such as role-based authentication, encryption of data at rest and in transit, user access control (e.g., requiring users to have unique login information), intrusion detection systems, and antivirus protection. Additionally, it is beneficial to select a software with two-factor authentication for any user or administrator accounts. This requires a user or administrator to log in using two different methods – typically a combination of something they know (e.g., username/password) and something they have (e.g., mobile device with an authentication app).

Furthermore, make sure the service request management software has measures that protect data from threats like malware attacks or malicious actors attempting unauthorized access to confidential customer information. Ideally, the system will offer robust monitoring capabilities that detect and alert you of any suspicious activities so that you can take steps to investigate and mitigate them quickly and effectively. Also look for services that back up your customer data in offsite storage systems – this helps ensure permanent availability as well as continuity in case of disasters.

Ultimately these measures help ensure compliance with industry regulations such as GDPR and HIPPA while providing peace of mind knowing your customer’s data are always secure.



After evaluating the service request management software, it’s clear that some solutions are better than others. The top software programs are intuitive, efficient, and offer plenty of customization options to ensure that you get the best possible service request experience.

To get the most out of your service request system, you want to look for features such as automation, contact management and reporting tools. In conclusion, the best service request management software will depend on your goals, budget and timeline.


Frequently Asked Questions

What is Service Request Management Software and why do I need it?

Service Request Management Software is a platform that helps businesses manage incoming service requests from customers, typically via email or a web portal. It automates the handling of these requests, ensuring prompt and consistent responses. If you have a large volume of service requests, or want to improve the efficiency of your customer service team, then Service Request Management Software is essential.

What are the key features of the Best Service Request Management Software?

The best Service Request Management Software should include features such as automated ticket creation, request prioritization, workflow management, collaboration tools, reporting and analytics, and integrations with other business tools. It should also have a user-friendly interface for both customers and internal teams.

How can Service Request Management Software help me increase customer satisfaction?

Service Request Management Software can help you respond more quickly and efficiently to customer requests, improving their overall experience with your business. It also provides a centralized platform for managing customer inquiries, ensuring that nothing falls through the cracks and that requests are resolved more consistently.

Can Service Request Management Software integrate with my other business tools?

Many Service Request Management Software solutions offer integrations with other business tools, such as CRM systems, email platforms, and project management tools. This can help streamline your workflow and ensure that information is kept up-to-date across all of your systems.

What should I look for when selecting the Best Service Request Management Software for my business?

You should look for Service Request Management Software that is customizable, scalable, user-friendly, and fits within your budget. You should also evaluate reviews and ratings from other customers to ensure that the platform has a proven track record of success.

How can I ensure that my team is using Service Request Management Software effectively?

To ensure that your team is using Service Request Management Software effectively, you should provide them with proper training and support, set clear guidelines and processes for handling service requests, regularly monitor performance metrics, and continuously seek feedback from both customers and team members.

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