Who Uses This Software?

HEAT Help Desk software is used by thousands of IT organizations across the world.

Average Ratings

2 Reviews
  • 4 / 5
  • 4 / 5
    Ease of Use
  • 5 / 5
    Customer Service

Product Details

  • Free Trial
  • Deployment
    Cloud, SaaS, Web
    Installed - Windows
  • Training
    In Person
  • Support
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • Ivanti
  • heatsoftware.com/
  • Founded 1989
  • United States

About HEAT

HEAT Help Desk provides IT organizations the foundation to improve service levels while reducing costs. It provides a modern, robust, highly flexible IT service management (ITSM) solution that enables IT teams to become more efficient at resolving routine service issues and providing the service that employees and customers now expect. And its the only help desk solution with native support of your telephony system, so your users can get automated service by web, email or phone whichever they

HEAT Features

  • Alerts / Escalation
  • Automated Routing
  • Community Forums
  • Contract / SLA Management
  • Incident Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Multiple Brands / Products
  • Self Service Portal
  • Surveys & Feedback
  • Ticket Management

HEAT Reviews

Good help desk software as long as the configuration is well thought out

Nov 17, 2016
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not

Comments: I've used HEAT for many years and it is very easy to create requests. I've found it a bit limited on the reporting side and have used Crystal Reports in order to provide the kind of reports I'm looking for. In order for it to be effective and for reporting to be accurate, it does require that the configuration be well thought out when it is setup.

Pros: It is easy to use and has some nice canned reports. It can also integrate with the ACD system to streamline the creation of requests.

Cons: Reporting is a bit limited and I have to use Crystal Reports to offset that. In addition, if the configuration is not setup correctly it will not be easy to pull accurate reports on which to determine achievable SLAs.

Recommendations to other buyers: I would recommend this product, but advise that the initial configuration be well thought out. A 3rd party reporting software like Crystal Reports may be needed to create more in depth reports.

Hosted FrontRange

Jul 24, 2015
3.5 / 5
Ease of Use
3.5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not

Pros: The product is sold as a suite. The nice thing about that is you are no nickel and dimed for every module or feature you want to use. One up front price and you can use anything part of the tool you want to. The product is hosted which makes life easy from a support point of view. We get a test environment so we can test upgrades before they are actually released. The application has an extensive set of APIs that allow us to automate many features and integrate to other applications. The vendor is easy to deal with.

Cons: The reporting tools could use some enhancements. It would be beneficial if the reporting tools were more user friendly so that users of the tools could create and schedule reports without having to contact IT.

Recommendations to other buyers: Review the APIs and reporting features (all features important to you) of the tools you select.