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Ivanti
Inside the Utah software company that quietly runs the plumbing behind millions of corporate laptops and phones - and learned the hard way what happens when the plumbing springs a leak.
InvGate
IT Management is evolving. InvGate enables you and your organization to streamline service operations, optimize IT spend, and enhance Asset Lifecycle Management.
HappyFox
Rated higher than Zendesk and Salesforce Service Cloud on G2, HappyFox delivers greater flexibility, exceptional customer support, and a lower total cost of ownership.
Halo Service Solutions
Two IT-support engineers in Suffolk built a ticketing tool for their own clients. Thirty years later it undercuts ServiceNow by two-thirds, runs profitably without a penny of outside money, and has turned down a $2bn offer.
EasyVista
Inside the quiet French software company that has spent three decades making corporate IT support less painful - and is now betting on AI to do the boring parts.
Six Help Desks, One Fight Over Who Pays for the AI
SolarWinds, Supportbench, Intercom, TOPdesk, Vision Helpdesk and BMC are chasing the same support ticket in 2026 - but the price you see is rarely the price you pay once the AI meter starts running.
Adit Jain
He turned a failing chatbot app into an AI platform for 400 of the world's biggest companies. The pivot started with one number he could not ignore.
Your Help Desk Software Is Now an AI Arms Race
Zendesk, Intercom, InvGate, Jitbit and half a dozen rivals used to sell you a ticket queue. In 2026 they are all selling the same thing - an AI that answers before a human ever reads the ticket.
The Support Ticket Is Dying and Slack Is Holding the Knife
A new class of B2B support tools - Plain, Front, TeamSupport - is betting customers never wanted a help desk. They wanted an answer in the channel they were already in, and the old guard from BMC to USU is scrambling to catch up.
Thena Bets B2B Support Belongs in Slack, Not a Portal
A Mountain View startup thinks the support ticket is the wrong shape for B2B, and it is squaring up against ServiceNow, HubSpot and SAP to prove customers would rather get help where they already talk.
Help Desk Software Is Split Between Giants and Gmail
Four companies - BMC Software, ProProfs, Hiver, and SupportBee - show how the help desk market pulled apart into enterprise heavyweights and scrappy shared-inbox tools. Here is how each one decided to answer your support email.
How InvGate, ServiceNow, Gladly and TeamSupport Split the Help Desk
Four service platforms, four arguments about what support should actually feel like. One bets on tickets, one on the enterprise machine, one on the person, one on the account - and buyers are picking sides.
Eight Help Desks Circling Your Next Support Ticket
InvGate, Jitbit, USU, Thena, Kustomer, SolarWinds, ProProfs and SAP all want to run your support queue. Here is how the help desk software field actually splits - and who each one is really built for.
How Oracle, Groove, SysAid and LiveAgent Split Support
Four companies, four very different bets on how a business should answer its customers - from Oracle's enterprise heft to a bootstrapped help desk built in Slovakia.
How Jitbit Out-Stubborned the Help Desk Giants
A three-person, self-funded shop from Poole has sold ticketing software to Siemens, HP, Adobe and ESPN - and taken zero dollars from investors doing it. Meet the quiet contrarian in a market full of megarounds.
Help Desk Software's AI Arms Race, From Dixa to Oracle
Six help desk platforms - Dixa, Front, Thena, Oracle, InvGate and Jitbit - are betting that software can close your support tickets faster than the people you hired to answer them. Here is how they actually differ.
Six Help Desks and the Price of Choosing Wrong
Deskpro, Text, Help Scout, SupportBee, Kayako and InvGate all promise order. The useful question is not which has the longest feature list, but which kind of support operation you actually intend to run.
Six Help Desks, Six Different Ideas of Support
Intercom, ProProfs, Jitbit, LiveAgent, Giva and SysAid all promise to tame the queue. Their real differences begin with what each one believes a support team should become.
Eight Help Desks, Eight Very Different Jobs
The best support platform is not the one with the longest feature list. It is the one that fits where your requests begin, what your agents must know and how far each case has to travel.
Eight Support Platforms, Eight Very Different Jobs
Help Scout, Hiver, Kustomer, Ivanti, SolarWinds, Salesforce, Atlassian and Front all promise better service. The useful question is not which has the longest feature list, but which kind of work your team is actually trying to improve.
Atlassian
Two Sydney graduates put $10,000 on credit cards in 2002 and built the software that runs the world's software teams. Today Atlassian's Jira, Confluence, and AI teammate Rovo power more than 300,000 companies - without ever relying on a traditional sales force.
Modern
Modern is a San Francisco startup building an AI-native IT function - a single platform where always-on agents automate help desk, access, hardware, on/off-boarding, security and procurement inside the tools teams already use, such as Slack, Teams, email and voice. Founded in 2026 by Seb Poole and Aleks Tomovski and backed by Y Combinator (P26), it positions itself as a ServiceNow alternative that resolves requests end-to-end rather than routing tickets, claiming 80%+ automation of inbound IT requests.
Serval
Serval is a San Francisco software company building an AI-native IT service management (ITSM) platform. Founded in 2024 by Jake Stauch and Alex McLeod, it lets IT teams describe workflows in plain English and turns them into executable, auditable automations - handling help desk tickets, just-in-time access, onboarding and offboarding. Customers report automating more than half of their IT tickets, and the company reached a reported $1 billion valuation roughly 18 months after launch, backed by Sequoia, Redpoint, General Catalyst and First Round.
Tania Brown
Tania Brown is an ACCA-qualified executive and entrepreneur who serves as Area Vice President of APAC Strategic Customer Engagements (Elevate) at ServiceNow, the $13B+ enterprise cloud platform company. A digital and accounting leader with roots in venture capital, tech startups, and real estate, she has built a career spanning Brisbane, London, Melbourne, Singapore, and Sydney. Alongside her corporate career, she co-founded Jacq Leigh, a women's leather laptop bag brand launched in 2019 after noticing a gap in the market for functional, stylish bags designed for corporate women.
ServiceNow
ServiceNow is the enterprise software company behind the Now Platform, a single cloud system that turns the messy, cross-departmental work of large organizations - IT tickets, HR cases, customer issues, security incidents - into digital workflows that can be automated. Founded in 2004 by Fred Luddy and now led by CEO Bill McDermott, the company has grown into one of the most valuable software firms in the world, generating over $13 billion in annual revenue and racing to embed agentic AI into every business process for the 8,000-plus enterprises and the vast majority of the Fortune 500 that run on it.
SymphonyAI
SymphonyAI builds vertical, industry-specific AI software that runs core workflows for demanding sectors - financial services, retail and CPG, manufacturing, media, and enterprise IT. Founded in 2017 by billionaire technologist Dr. Romesh Wadhwani and led by CEO Sanjay Dhawan, the Palo Alto company stitched together a string of startups and acquisitions into a single, profitable enterprise AI company built on its Eureka generative AI platform. With a roughly $500M revenue run rate, 2,000+ customers across some 40 countries, and around 2,300-2,500 employees, SymphonyAI sells ready-to-deploy AI rather than build-it-yourself tooling - and has openly signaled plans to go public.
BMC Software
BMC Software is a Houston-founded enterprise software company that builds the IT operations, service management, and mainframe automation tools that keep large organizations running. Founded in 1980 by three former Shell engineers, BMC has spent four decades turning the unglamorous work of keeping systems alive - monitoring, scheduling, patching, recovering - into automated, increasingly AI-driven products. Its flagship lines include Control-M (workload automation), the BMC AMI mainframe suite, and BMC Helix (service and operations management). Owned by KKR since 2018, BMC split into two focused companies, BMC and BMC Helix, in early 2025.
Freshworks
Freshworks is a cloud-based business software company that builds easy-to-use customer service, IT service management and CRM tools for companies that found legacy enterprise software too complicated and too expensive. Founded in Chennai in 2010 as Freshdesk, it became the first India-born SaaS company to list on Nasdaq in 2021 and now serves tens of thousands of customers worldwide with an AI assistant, Freddy, woven through its products.
Freshsales
Freshsales is the AI-powered CRM product from Freshworks (NASDAQ: FRSH), designed to help sales teams close deals faster without drowning in complexity. Built on the same philosophy that made Freshworks a $900M+ ARR public company - that business software should be delightfully simple - Freshsales combines lead scoring, built-in phone and chat, marketing automation, and Freddy AI into one platform starting at $9 per user per month. Over 67,000 businesses worldwide use Freshworks products, including NHS, Honda, Hugo Boss, and Cisco.
Ayman Sayed
Ayman Sayed is President and CEO of BMC Software, the $2.3-billion enterprise software company serving 86% of the Forbes Global 50. He joined BMC in 2019 after senior roles at CA Technologies (President and Chief Product Officer) and Cisco (SVP, leading 2,500+ engineers). Under his tenure, BMC pivoted toward AI-driven IT automation under the 'Autonomous Digital Enterprise' framework, and in 2024 he announced a landmark split of BMC into two independent companies - one focused on mainframe software and one on digital services management.