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Emotional Footprint Awards 2022

IT Service Management - Midmarket


SoftwareReviews names Freshservice, TeamDynamix ITSM, TOPdesk ITSM, and C2 ATOM as IT Service Management - Midmarket Emotional Footprint Award Winners.


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IT Service Management - Midmarket

Emotional Footprint Awards

SoftwareReviews Emotional Footprint Awards evaluate and rank products based on emotional response ratings from IT and business professionals. Using our Emotional Footprint methodology, we aggregate emotional footprint scores across 26 dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.

Emotional Footprint Awards are proudly founded in 100% user review data and are free of traditional “magical” components such as market presence and analyst opinion, which are opaque in nature and may be influenced by vendor pressure, financial or otherwise.

Read The In-Depth Report

See how each vendor stacks up across each of the 26 dimensions and our thorough evaluation of vendor capabilities, product features, and overall satisfaction.

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30+ pages

Measuring Emotional Footprint

Emotional Footprint is scored using our “Net Emotional Footprint” Index. This index tracks responses across 26 dimensions of emotional footprint that span 5 categories: Purchasing, Service Experience, Product Impact, Vendor Strategy, and Conflict Resolution. Then, the following calculation is done across this index:

% of Positive Reviews - % of Negative Reviews

For clarity, the total percentage of positive, neutral, and negative ratings is shown for each vendor as well.

Emotional Footprint Leaders


Freshworks

Freshservice

Your service desk software is supposed to make supporting users easier, not harder. Since Freshservice is 100% on the cloud, there is nothing to install, maintain or babysit. Login from just about any device, anywhere, and deliver exceptional IT service to your users all day, every day.

8.8

CX Score

CX
Score

+90

Net Emotional Footprint

Net Emotional
Footprint

86

Value Index

VALUE INDEX

2% Negative 92% Positive
Badge Winner
25Reviews

TeamDynamix

TeamDynamix ITSM

TeamDynamix offers a combined Service & Project Management platform: ticketing, incidents, problems, asset / configuration, change management and project portfolio management – all in one. The solution is highly flexible and configurable – configured to YOUR level of ITIL adoption – with a WCAG 2.0 AA compliant portal branded to YOUR company. Project Portfolio Management as you like it – use waterfall, agile, card wall or task lists – depending on the project type. The platform is easy to use, own & operate – with no coding/scripting. Webhooks & APIs accommodate integration and all is supported by a full service implementation & support team at TeamDynamix.

8.7

CX Score

CX
Score

+87

Net Emotional Footprint

Net Emotional
Footprint

86

Value Index

VALUE INDEX

3% Negative 90% Positive
Badge Winner
113Reviews

TOPdesk

TOPdesk ITSM

If you manage an IT department, you're always busy. You help with forgotten passwords, sudden network problems, and equipment requests – preferably sooner than later. What if you could take away this pressure on your service desk? TOPdesk's ITSM tool is an easy way to automate your ITSM processes. Increase efficiency, reduce costs, make your customers happy.

8.6

CX Score

CX
Score

+88

Net Emotional Footprint

Net Emotional
Footprint

84

Value Index

VALUE INDEX

3% Negative 91% Positive
Badge Winner
31Reviews

Sherweb Inc

C2 ATOM

C2 ATOM is an all-in-one service desk software to easily manage requests, assets and tasks through a codeless ITIL-Ready platform. This IT service management solution is a powerful tool allowing your teams to collaborate and provide great service for the whole organization. It’s also a quick-to-install ITSM tool built for reaching your ultimate automation potential, whether you provide internal IT support, customer service or managed services.

8.6

CX Score

CX
Score

+88

Net Emotional Footprint

Net Emotional
Footprint

83

Value Index

VALUE INDEX

2% Negative 90% Positive
Badge Winner
53Reviews

Other Evaluated Vendors


Spiceworks

Spiceworks Cloud Help Desk

Keep up with user requests, whether phone calls, emails, or web portal, we'll help you get ahead of the next fire drill. Setup is easier than a reboot! After all, no sense wasting a bunch of time learning how to use your help desk software. First ticket management software? No problem — work tickets in minutes and tackle issues in no time.

8.5

CX Score

CX
Score

+85

Net Emotional Footprint

Net Emotional
Footprint

85

Value Index

VALUE INDEX

2% Negative 87% Positive
215Reviews

IBM

IBM Control Desk

IBM® Control Desk unified IT asset and service management software provides a common control center for managing business processes for both digital and physical assets. It enables control, governance and compliance to applications, endpoints and assets to protect critical data and prevent outages.

8.3

CX Score

CX
Score

+82

Net Emotional Footprint

Net Emotional
Footprint

84

Value Index

VALUE INDEX

4% Negative 86% Positive
72Reviews

Atlassian

Jira Service Management

Jira Service Management empowers Dev and Ops teams to collaborate at high-velocity, so they can respond to business changes and deliver great customer and employee service experiences fast

8.3

CX Score

CX
Score

+81

Net Emotional Footprint

Net Emotional
Footprint

85

Value Index

VALUE INDEX

5% Negative 86% Positive
43Reviews

Zendesk

Zendesk for Service

Zendesk streamlines your support with time-saving tools like ticket views, triggers, and automations. This helps you get straight to what matters most – better customer service and more meaningful conversations.

8.2

CX Score

CX
Score

+82

Net Emotional Footprint

Net Emotional
Footprint

83

Value Index

VALUE INDEX

4% Negative 86% Positive
66Reviews

SysAid

SysAid ITSM

SysAid is an IT service management (ITSM) and help desk software that integrates all the essential IT tools into one Service Desk. Available as a cloud-based or on-premises solution, its rich set of features include a powerful Help Desk, Asset Management, and other easy-to-use tools for analyzing and optimizing help desk performance.

8.1

CX Score

CX
Score

+82

Net Emotional Footprint

Net Emotional
Footprint

81

Value Index

VALUE INDEX

3% Negative 85% Positive
73Reviews

ManageEngine

ManageEngine ServiceDesk Plus

ServiceDesk Plus is ITIL-ready help desk software with integrated Asset and Project Management capabilities. With advanced ITSM functionality and easy-to-use capability, ServiceDesk Plus helps IT support teams deliver world-class service to end users with reduced costs and complexity.

7.7

CX Score

CX
Score

+72

Net Emotional Footprint

Net Emotional
Footprint

82

Value Index

VALUE INDEX

4% Negative 76% Positive
32Reviews

BMC Software, Inc.

BMC FootPrints

BMC FootPrints is easy to own, use and extend. Create personalized working experiences for your employees and IT that increase their productivity. Administrators can quickly configure end-to-end business services for IT and beyond. BMC FootPrints integrates easily with other systems such as BMC Client Management, Active Directory, any SQL Database, and more. With configurable capabilities that streamline the automation of service delivery, FootPrints improves employee satisfaction and IT's reputation with your business users

7.0

CX Score

CX
Score

+62

Net Emotional Footprint

Net Emotional
Footprint

78

Value Index

VALUE INDEX

6% Negative 68% Positive
22Reviews

Agiloft

Agiloft Flexible ITIL Service Desk

The Flexible ITIL Service Desk is an alternative version of the Flexible Service Desk Suite. It includes all of the elements of the standard suite, integrated with ITIL terminology and preconfigured to include processes for Service Requests, Incidents, Problems, Change Requests, Configuration Items, Purchase Requests, and more.

6.9

CX Score

CX
Score

+61

Net Emotional Footprint

Net Emotional
Footprint

77

Value Index

VALUE INDEX

14% Negative 75% Positive
27Reviews

For the full list of vendors in this space, click here.

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