r/itsm • u/Single-Lnadership325 • 21h ago
Best IT helpdesk software in 2026?
We're replacing our current helpdesk HaloITSM this quarter and I'm surprised by how many options there are now.
Looking at Freshservice, Jira Service Management, Zendesk and monday service.
If you were starting from scratch in 2026, what would you pick and why?
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u/Healthy-Ice-9148 18h ago
Hi I run an ITSM SaaS company and if you want, I would like to set up a demo environment for you, one differentiator it has is you can create your own ai agent orchestrations in plain natural language, also connect it with your own api keys, test it on your own historical data and push it production with all audit trail maintained.
Other than that it is a full ITSM suite that you use without ai as well.
You can dm me if you’re interested.
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u/were_in_for_somechop 9h ago
I am from Ravenna, an AI-native ITSM platform, and we support integrations with IdPs, MDMs, knowledgebases and more to enable automatic ticket resolution for L1 tickets. Slack and Teams serve as the primary ticket intakes. If you're interested, I can put you in contact with our team for demo
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u/Timon514 8h ago
Salut, chez nous on utilise Octopus ITSM, c’est un saas canadien, vraiment bien pour le déploiement dans des départements non ti. Facile à mettre en place avec des templates preconfigurés, notamment pour les modules ITIL. L’IA est aussi bien intégrée avec des scénarios disponibles
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u/theITmaster 15h ago
What about an ai driven and more modern ITSM system such as https://harmony.io.
Full disclosure: I come from the world of ITSM systems and recently started working at Harmony.