Best request management software

Tracking, handling, and then evaluating management requests can be a challenge, especially when you’re working with a large team and multiple request sources. Effective request management is essential for your team and your business to perform optimally, and slow or poor responses can erode customer and employee satisfaction.

When the volume of your management requests exceeds your ability to track and handle them manually, it’s time to invest in software that can do the work for you.

Best software to improve your request management process

Whether you’re working in customer service, IT, finance, or another service-based field, investing in request management software can help your team work more effectively and be better organized. These are some of the best request management software solutions to consider.

1.Jotform

Jotform can help automate the multiple workflows of your business. With Jotform, you can choose from a variety of request form templates, including information request forms, IT request forms, purchase order request forms, and work request forms.

While these templates are customized to a specific industry and topic, you can edit them so they gather the specific information your business and department needs. Once you’ve collected that information, use a Jotform table template like the simple CRM template to help keep it organized.

Jotform Tables acts as a database that helps you manage and track requests. At a glance, you’ll be able to see the request details and status, so you can keep your team on deadline and ensure that every request gets the attention and action it needs.

Pro Tip

Collect and manage online request forms in one centralized place.

2.Zendesk

Zendesk is a popular CRM that features request management capabilities within its software suite. Its ticket system supports service request management, and service teams can triage tickets and track issues to improve service across the whole ticket life cycle. This can help streamline the work process, making the support team more agile and contributing to greater customer satisfaction.

Zendesk also offers detailed performance metrics, allowing team leaders to evaluate and improve team performance.

3.Integrify

Integrify is a request management system that’s ideal for information technology, finance, sales and marketing, human resources, and other service-based departments. Integrify is highly agile, and you can customize it to support the way your department works.

A personalized request portal lets your team track and respond to requests in real time, while Integrify’s form-building capabilities let you create the forms your team needs. Integrify’s drag-and-drop process designer makes it easy to design and edit workflows. And an audit trail of your workflow processes creates valuable data and information on your team’s progress.

4.Jira Service Management

Jira Service Management is a versatile service desk platform that you can use for a variety of service management needs, including IT service management. This platform makes it easy to see all of the tickets that are coming in from multiple sources, including conversational ticketing through Slack and Microsoft Teams.

The Jira Service Management platform allows development and IT support teams to work together on a single platform. This facilitates cross-team collaboration and allows for the teams to quickly respond to service requests. The ability to set service level agreements (SLAs) makes it easy to prioritize requests and ensure a great customer experience.

Jira Service Management also includes a self-service portal, which enables employees to easily and quickly access help.

5.Solarwinds Web Help Desk

SolarWinds Web Help Desk is available as an on-premises web help desk or as a cloud-based service desk. This platform offers a wide selection of features to help streamline business processes and allow for more efficient and thorough responses to service tickets.

An email ticketing system lets your team streamline the email ticketing process for greater employee satisfaction, while change management software automates change requests and tracking.

Customer service software helps IT teams streamline their ticket management and response processes. With the knowledge base software, you can empower your clients to access help and solutions on their own, reducing the number of tickets your team needs to address.

Solarwinds Web Help Desk also offers solutions designed for education, government, healthcare, and more.

The best request management software for your team

While the above request management software solutions are versatile, it’s important to choose the software that’s best for your team and business. Before browsing the software solutions, make lists of the problems you’re facing and the capabilities the software should have.

Keep in mind that the ability to customize the software, including any request intake forms, is important and will help the software perform the way you need it to. While many of these platforms require an investment, remember that your investment can pay off in better service, happier customers, and a team that’s better able to focus on fulfilling requests thoroughly and efficiently.

This article is originally published on Apr 27, 2022, and updated on Aug 25, 2022.
AUTHOR
A journalist and digital consultant, John Boitnott has worked for TV, newspapers, radio, and Internet companies for 25 years. He’s written for Inc.com, Fast Company, NBC, Entrepreneur, USA Today, and Business Insider, among others.

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