IT teams often struggle with service requests that pile up without a good system. This leads to delays and frustrated users. Request Management software helps teams process and track service requests in an organized way.
The stakes for getting this right are high. Studies show that 80% of users measure their satisfaction with IT services through one thing: speed of resolution. This means your choice of request management tool directly impacts user confidence in your IT department and your team's reputation.
To help you make an informed decision, this article breaks down six well-known service request management software.
TL;DR: best service request management tools
Service request software helps teams receive, process, and resolve service-related queries or tasks submitted by users. Click on the link of the tools to jump to more details.
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InvGate Service Management – Offers flexible workflows and is trusted by major enterprises like NASA and KPMG; strong mix of usability and ITIL alignment.
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ManageEngine ServiceDesk Plus – Feature-rich option that integrates easily with other IT monitoring tools; good for mid-sized IT teams.
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Freshservice – Cloud-based tool with fast setup and automation; popular for internal IT and non-technical teams alike.
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SysAid – Known for its automation and customization options; used by IT departments looking to streamline repetitive tasks.
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Jira Service Management – Designed for technical teams and dev-support collaboration; integrates deeply with Atlassian tools.
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TOPdesk – Popular with public sector and education environments; supports shared services across departments.
What is Request Management?
IT teams receive a constant stream of service requests — ranging from software installations to access permissions and IT training enrollments. Service Request Management provides a defined process to handle them efficiently.
The process begins when a user submits a request, typically through a self-service portal or help desk. The system categorizes the request based on type, urgency, and predefined rules, ensuring it reaches the right team or individual. Throughout the process, tracking mechanisms keep users informed of their request status, while IT teams gain visibility into workloads and priorities.
With a structured Request Management system, IT departments can process requests faster, maintain consistency, and ensure service quality while reducing administrative overhead.
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The ABC of Service Request Management
Why do you need Request Management software?
Manually handling service requests can lead to inefficiencies, errors, and delays. As organizations grow, tracking requests through email chains or spreadsheets becomes unmanageable. Request Management software centralizes the process, automates workflows, and improves visibility.
Key benefits include:
- Centralized request tracking: Provides a single platform to manage, monitor, and prioritize requests efficiently.
- Reduction of manual errors: Standardized workflows ensure consistent and accurate handling of requests.
- Improved IT efficiency: Frees up IT teams to focus on more complex tasks by automating routine requests or giving the users the means to self-serve.
- Enhanced user satisfaction: Faster response times and transparency improve the overall experience for employees and customers.
Organizations that adopt a dedicated Request Management solution experience fewer bottlenecks, better accountability, and improved IT-business alignment.
Best 6 Service Request Management Software
1. InvGate Service Management
InvGate Service Management is a service desk platform designed to manage service requests, incidents, changes, and workflows in IT and business departments.
Built to support ITIL practices, it offers visual workflows, customizable request forms, and automation rules. It's used by organizations like KPMG, NASA, PwC, Motorola, Allianz, and Arcos Dorados. Available in both cloud and on-premise versions, it can integrate with third-party tools via API or prebuilt connectors.
InvGate Service Management features
- A user-friendly self-service portal for employees to submit and track requests with minimal IT assistance.
- Customizable workflows and templates to handle various request types efficiently.
- Full integration with Incident, Problem, and Change Management, enabling a holistic ITSM approach. We’re also ITIL-certified in these practices, so you’ll be following industry best practices.
- SLA enforcement and performance tracking to maintain service quality and accountability.
Unlike standalone Request Management tools, InvGate Service Management is a comprehensive ITSM suite, making IT Service Management more cohesive and efficient.
InvGate Service Management pros and cons
Pros: Clean user interface, flexible workflow builder, on-premise and cloud options, responsive support team.
Cons: Some advanced configuration options require admin-level knowledge.
InvGate Service Management pricing details
Pricing is quote-based and depends on deployment, number of agents, and modules required. Both monthly and annual billing are available.
InvGate Service Management user reviews and ratings
Users often highlight its ease of use, support responsiveness, and performance tracking.
- Gartner Peer Reviews score: 4.8
- G2 score: 4.6
"Overall, InvGate Service Management has delivered excellent performance in request management, remaining aligned with our ITIL-based Service Management policy. Furthermore, the platform is very intuitive and easy for users to use, facilitating adoption and improving the overall experience. We are also committed to continued development of the tool."
User review from Gartner, IT Service Desk Manager
2. ManageEngine ServiceDesk Plus
Developed by Zoho Corporation, ManageEngine ServiceDesk Plus is part of a broader suite of IT management tools. It supports ITSM practices with modules for request, incident, problem, and Change Management. It's available on cloud and on-premise deployments and integrates with other Zoho apps and monitoring tools.
ManageEngine ServiceDesk Plus features
- Ticket automation and categorization.
- Built-in asset and project management.
- Self-service portal with knowledge base.
- Multi-language support.
ManageEngine ServiceDesk Plus pros and cons
Pros: Broad set of ITSM modules, good integration with monitoring tools, customizable forms.
Cons: Interface feels dated to some users, reporting can require tweaking.
ManageEngine ServiceDesk Plus pricing details
Pricing starts at around $10/month per technician for the Standard edition (cloud). Free version available for up to 5 technicians.
ManageEngine ServiceDesk Plus user reviews and ratings
Users note the solid feature set and reliability, but mention UI improvements could help.
- Gartner Peer Reviews score: 4.3
- G2 score: 4.2
"My overall experience with SDP is very good. It has a comprehensive catalog of predefined templates you can utilize and the user interface is great for front end users and backend users as well. If you do not know your way around it or if it is your first time, the learning curve can be steep."
User review from Gartner, Senior IT Security & Ops. Officer
3. Freshservice
Freshservice is a cloud-based service desk from Freshworks that caters to IT and business teams. It includes incident, problem, change, and request management, plus workflow automation. It integrates with other Freshworks tools and popular third-party platforms like Microsoft 365, Slack, and Google Workspace.
Freshservice features
- AI-powered ticket suggestions.
- Visual workflow automation.
- Native mobile app support.
- Service catalog and change calendar.
Freshservice pros and cons
Pros: Fast to set up, modern UI, useful automations.
Cons: Some features locked behind higher-tier plans, limited on-premise support.
Freshservice pricing details
Starts at $29/agent/month (Growth plan). 21-day free trial available.
Freshservice user reviews and ratings
Holds a 4.6 rating on G2. Praised for ease of setup and automation, but pricing concerns appear in some reviews.
- Gartner Peer Reviews score: 4.3
- G2 score: 4.6
"Its ease of use, straightforward installation, excellent ticket management system, and rock-solid technical support are all features that I appreciate. Both tickets and assets are handled effectively. Our company's efficiency has been greatly enhanced by its customizable features, automated workflows, and ability to integrate with other applications. There should be more regular updates in the areas of change management and reporting, as these are often lacking."
User review from G2, Senior IT Project Manager
4. SysAid
SysAid is an IT Service Management platform focused on automation and internal service delivery. It includes request tracking, IT Asset Management, and automation rules to reduce repetitive tasks. It's available in cloud and on-premise versions and supports integrations through REST APIs and native connectors.
SysAid features
- Ticket automation and routing.
- Self-service portal with knowledge base.
- Asset Management integration.
- Custom workflow engine.
SysAid pros and cons
Pros: Flexible customization, strong automation options, fast support responses.
Cons: UI can feel cluttered, learning curve for new users.
SysAid pricing details
Pricing is quote-based and varies by deployment, agents, and modules selected.
SysAid user reviews and ratings
Users appreciate the automation and ticket routing, but some call out the interface design.
- Gartner Peer Reviews score: 4.6
- G2 score: 4.5
"The flexibility and customizability of Sysaid ITSM platform is what we value most. This allows us to tailor workflows, automation rules, and CMDB structures to match the complexity of our IT organization. Some parts of the UI and customization settings can feel unintuitive or require a learning curve. We also experienced limitation with the Contract Management, and automated triggers are not always clearly documented."
User review from Gartner, Director of IT Governance
5. Jira Service Management
Created by Atlassian, Jira Service Management is built for technical and development teams but also supports broader business functions. It connects seamlessly with Jira Software and Confluence, allowing for tight collaboration between support and dev teams. Available only as a cloud solution.
Jira Service Management features
- Request queues with SLA tracking.
- Built-in Change Management.
- Confluence knowledge base integration.
- Automation rules and approval workflows.
Jira Service Management pros and cons
Pros: Strong developer integration, scalable, and affordable entry pricing.
Cons: Configuration can be complex, focused more on tech teams.
Jira Service Management pricing details
Starts at $22.05/agent/month (25 agents, cloud). Free version available for up to 3 agents.
Jira Service Management user reviews and ratings
Users appreciate dev integration and automation, though some users say the setup isn’t intuitive.
- Gartner Peer Reviews score: 4.5
- G2 score: 4.2
"Overall Jira Service Management is a packed tool with all the features that delivers a comprehensive help desk, service request, incident and problem management. Easy to customize for specific needs that fit well in our working environment.Offer a user friendly service portal that is also highly customizable. The tool lacks good reporting features - requires extra effort or 3rd party integration."
User review from Gartner, Cyber Security Specialist
6. TOPdesk
TOPdesk is a Service Management tool that originated in the Netherlands and serves educational institutions, government, and mid-sized enterprises. It supports incident, request, and Change Management, and offers both SaaS and on-premise deployment.
TOPdesk features
- Incident and request management.
- Self-service portal and FAQ.
- Workflow automation.
- Multi-department support.
TOPdesk pros and cons
Pros: Reliable for medium-sized organizations, solid knowledge base tools.
Cons: UI isn’t very modern, reporting could be more flexible.
TOPdesk pricing details
Quote-based, depending on modules and users. Free trial available.
TOPdesk user reviews and ratings
Users highlight its reliability and structure, but mention design limitations.
- Gartner Peer Reviews score: 4.5
- G2 score: 4.2
"We're grateful to have selected the TOPdesk. Configuration and layout is very straightforward relative to many other ticketing systems that have been converted within a few months with no need for a professional engineer. One weakness, creating workflow-based emails alerts is very difficult and time-consuming. Our deployment leader has had a difficult time establishing the triggers to work with."
User review from G2, RPA Automation Sr. Analyst
Key Request Management software features to look for
Choosing the right Request Management tool depends on your organization's specific needs. However, certain core features maximize efficiency and service delivery:
- Self-service portal: Allows users to submit and track requests without IT intervention, reducing dependency on support teams.
- Automated workflows: Streamlines approvals and fulfillment, ensuring consistency in request processing.
- SLA tracking: Ensures timely resolution according to service agreements, helping IT teams meet expectations.
- Reporting and analytics: Provide insights into request trends, resolution times, and IT team performance, helping organizations optimize processes.
Most Request Management solutions are part of a broader IT service strategy rather than standalone tools. A well-integrated system connects Request Management with Incident, Problem, and Change Management, ensuring that different service processes don’t operate in isolation.
For example, a simple software request might reveal a larger issue, such as a licensing problem (Problem Management) or an upcoming system update (Change Management). Without an integrated approach, IT teams risk duplicating efforts, overlooking dependencies, or creating unnecessary delays.
Choosing a complete ITSM platform that unifies these processes improves efficiency, reduces miscommunication, and gives users a more seamless experience when interacting with IT.
Service Request templates
Do you want to get started with Request Management? We’ve built predefined templates to streamline request submission and processing.
Instead of figuring out what steps to include, you can use these templates to get started right away.
- Software request: Employees often need new software, but without a standardized process, IT teams might receive incomplete requests or spend time chasing approvals.
Free resources
Read Article
Download the software request template
- Training request: For employees to request courses or certifications, get approval from managers or HR and track enrollments.
Free resources
Read Article
Download the training request template
- Change request: It captures all relevant change details and standardizes the risk assessment and approval process.
Free resources
Read Article
Download the free change request template
With these templates, you can reduce back-and-forth communication, provide audit trails and transparency, and ensure requests are handled consistently.
Final words
Request Management software is essential for efficient IT service delivery. A structured system helps IT teams manage requests effectively by automating workflows, reducing delays, and improving user satisfaction.
InvGate Service Management is a complete ITSM platform that includes Request Management. Are you looking to optimize your IT services? Claim your 30-day free trial and start today.
