Our management wants us to introduce an employee self-service portal for IT requests. The main goals are giving users a searchable knowledge base and letting them install or request approved basic software. Our current ticketing system does not include these features, so we are comparing options such as ServiceNow, SolarWinds, Freshservice, ManageEngine, and standalone tools. We already use NinjaOne, have a mix of operating systems, and do not currently have the licensing needed for Intune, though that may change later. I'm especially interested in affordable, clean, easy-to-manage tools and firsthand experience with adoption, software deployment, and knowledge-base usage.
4 Answers
If you eventually get the right Microsoft licensing, Intune with Company Portal is a practical choice for approved software installs, device policies, compliance, and self-service password resets. It is not really a knowledge-base platform, though, so you would need SharePoint or another documentation tool alongside it. Also be careful about treating Intune as a complete asset-management system; it has limitations and can be frustrating to manage.
Exactly. Company Portal works well for application deployment, but Intune alone does not provide a proper knowledge base.
For software deployment specifically, use an endpoint-management catalog such as Company Portal, Software Center, ManageEngine Endpoint Central, or Action1 rather than trying to make the ITSM portal act like an app store. Only publish approved and properly licensed software, and use role-based or approval-based access for anything specialized. A separate SharePoint or similar site can work perfectly well for internal documentation if you already have it.
Action1 can be useful for patching and software deployment, but the free tier is limited to a set number of endpoints, so check the current licensing before relying on it.
A self-service portal can reduce repetitive work, but only if people know it exists and can find an answer in a minute or two. Promote it during onboarding, link it from places employees already use, and start with high-volume tasks such as printer fixes, VPN setup, password help, and approved application installs. Expect users to keep emailing or calling anyway, so treat the portal as another access method rather than a guaranteed replacement for the help desk.
That’s probably the hardest part for us. Some employees have used the same applications for years but still need help with very basic tasks, so adoption will require consistent promotion and guidance.
Freshservice, ManageEngine ServiceDesk Plus, HaloITSM, and Zammad are worth comparing if you want the portal and knowledge base connected to the ticketing workflow. ManageEngine is budget-friendly and covers the basics, while Zammad can handle file attachments in knowledge-base articles. The important part is keeping the portal simple and making the articles short, searchable, and step-by-step.
We use ServiceDesk Plus and technically have a portal and knowledge base, but most employees still submit requests by email or walk up to the help desk. The tools work; adoption is the bigger problem.
That may become our long-term direction, but we do not have the licensing yet. We’re also evaluating other tools in the meantime.