Which of our two products do you need?

We sell a service desk and a full IT operations platform. Most teams need the first one. This page is written to send you there when that is true.

The short answer

If your job is answering requests well — from employees, from customers, from a client's staff — and nobody is asking you about licence compliance, joiners and leavers or what hardware you own, you want Support IT Helpdesk. It is the service desk, complete, at the lower price.

If you are accountable for an estate as well as a queue — assets, licences, joiners and leavers, the audit that follows — you want SupportCentral Enterprise. It is the same service desk with the asset and people machinery around it.

If you are unsure, start with the helpdesk. Moving up keeps your data — the whole workspace moves across with a transfer file; moving down is not something you will want to do, and paying for registers you are not maintaining is the most common way teams waste money on this category.

What is in both

This is most of the product, and it is worth being explicit that the cheaper edition is not a crippled one.

• Tickets with owners, states, priorities, private notes and full history.
• Email intake with loop protection, plus a portal and live chat.
• SLA policies with business calendars, pause-on-requester and breach reporting.
• Knowledge base with per-audience visibility, and a service catalog.
• Incidents, service requests, problems and changes, linked to each other (problems and changes from the Growth plan).
• Automation rules and canned responses.
• Reporting, CSV export, a REST API, webhooks and the full audit log.
• Your help centre at /yourcompany, unlimited free requesters, data stored in India.

What only the Enterprise edition has

Everything in that list is genuinely a different job from answering tickets. If nobody in your organisation currently owns any of it, buying it will not make somebody own it — an empty asset register is worse than no asset register, because people trust it for a while before they discover it is wrong.

• Asset register — hardware, warranty, value, and the full assignment history.
• Licence management with renewal dates and compliance counts.
• The asset register as the configuration record for hardware: every device, who holds it, and its history.
• AI assistance for triage, suggested articles and summarisation across that wider data.
• Contract and vendor tracking with renewal alerts.

Four questions that settle it

Answer these honestly rather than aspirationally. Aspiration is what sells enterprise software that goes unused.

• Does anyone ask you what hardware the company owns, and do you currently have to count to answer? If yes, you need the asset register.
• Has a software renewal ever surprised you, or has a vendor ever audited your licence counts? If yes, you need licence management.
• Does a production change need approval from someone who is not in the room? If yes, you need change management.
• Has the same incident recurred four times without anyone being tasked with the cause? If yes, you need problem management. If not, you do not — yet.
• None of the above? Buy the helpdesk, and revisit this page in a year.

What the price difference actually buys

The Enterprise edition costs more per agent, and it is worth being concrete about what that gap is paying for, because it is not "more of the same". It pays for registers — of assets, licences, changes and problems — and registers only have value if somebody maintains them.

So the test is not whether those capabilities sound useful. Everything sounds useful. The test is whether there is a named person whose job includes keeping each register current, and whether somebody outside IT is asking questions that the register answers. Where both are true, the Enterprise edition pays for itself in the first licence true-up or the first audit. Where neither is true, you are buying empty tables, and an empty register is worse than none because people trust it before they discover it is wrong.

Current per-seat numbers for both editions are on the pricing page of each product, with GST shown, rather than here — one page should be the truth about price.

Moving between them

The two editions are separate sites, so moving is a transfer rather than a plan change: the owner downloads an encrypted transfer file from Settings → Account data and imports it into a new workspace on the other site. Tickets keep their numbers, and replies, articles, SLAs, categories, people and history all come across; the additional registers start empty until you use them.

We deliberately do not gate the service desk features by edition to manufacture an upgrade. The split is along the line of what a different job needs, which is also why we are comfortable telling most visitors to buy the cheaper one.