What Help Desk Technology Corporation does

Help Desk Technology Corporation is a privately held Canadian software company, incorporated under Ontario law as BIG-HDTC Canada ULC and operating under the brand ServicePRO (also known previously as HelpSTAR and STAR). The company develops and sells ServicePRO, a web-based help desk, service desk, and workflow management platform that helps mid-market and enterprise organizations automate service request intake, routing, escalation, and reporting across IT, HR, Facilities, Customer Service, and other internal service-delivery functions. The product originated in the early 1990s on DEC VAX minicomputers as STAR (Service Tracking And Review), was rebranded HelpSTAR in the early 2000s, and re-launched as a web-based SaaS solution called ServicePRO in 2014.

The ServicePRO platform combines a service request management core with modular capabilities including service request templates, project templates, custom forms, business rules and email rules engines, asset management, role-based access control, a self-service portal, mobile access, document management, knowledge management ("Best Solution"), email collaboration, calendar integration (with two-way Outlook sync), alerts and notifications, and a comprehensive data analysis/reporting module. The product is offered in Professional ($20/agent/month) and Enterprise ($25/agent/month) tiers, deployable either as a Microsoft Azure-hosted cloud (ServicePRO Cloud, 12-month managed agreement) or as an on-premise perpetual license with a mandatory Annual Software Assurance Plan.

The business sells primarily through direct enterprise sales and a North American channel partnership with Kaul Sales Partners, supplemented by self-serve free trials and test drives. Pricing is publicly disclosed for cloud tiers at $20-$25 per agent per month (annual billing). Customer concentration is intentionally broad, spanning healthcare, education (K-12 and higher education), banking and credit unions, manufacturing, legal services, property management, government utilities, and non-profits across North America, the UK, Europe, and Oceania. The company self-reports over 3,500 installations worldwide and operates with a lean team of 11-50 employees. No institutional funding, acquisitions, or leadership transitions are disclosed in the available data.

Name

Help Desk Technology Corporation

Legal name

Help Desk Technology Corporation

Website

https://servicepro.solutions

Company type

Private

Founded year

1990

Operating status

Operating

Headcount range

11–50 employees

Short description

Help Desk Technology Corporation, a privately held Canadian software firm (Ontario), develops and sells ServicePRO, a web-based help desk and workflow management platform that automates service requests, ticketing, asset management, and SLA reporting for IT, HR, Facilities, and other departments across mid-market and enterprise customers worldwide, with over 3,500 installations.

Ownership category

akta.pro rank

Product category

IT Service Management Software

NAICS

Computer Systems Design and Related Services (54151), Custom Computer Programming Services (541511)

SIC

Services-Prepackaged Software (7372)

akta.pro primary industry

IT Knowledge Management & Service Desk Platforms (HDAEALAH)

akta.pro secondary industry

Service Desk & Help Desk Services (BPAEAJAA)

Keywords

• Service desk software
• IT service management
• Help desk software
• Workflow automation software
• Ticket management system

Headquarters

HQ city

Oakville

HQ country

Canada

HQ region

North America

Offices2 records

Markets served

GTM type

B2B

Offering type

Software

Cost components

Personnel, Technology or R&D, Infrastructure, Marketing or Sales, Operations

Revenue model

1. Software Subscription (Cloud): ServicePRO is sold as a cloud-hosted SaaS subscription, billed per agent license per month on an annual basis. Two tiers are offered: Professional (from $20/agent/month) and Enterprise (from $25/agent/month). Annual Software Assurance Plan is included, providing software upgrades, unlimited technical support, and 3 hours of free web-based consulting.
2. On-Premise Software License: ServicePRO is also available as an on-premise deployment. Pricing is quote-based and not publicly disclosed. On-premise clients must maintain an active Annual Software Assurance Plan to purchase additional user licenses or upgrade from Professional to Enterprise Edition.
3. Application Hosting (Cloud Migration): ServicePRO Cloud is a hosted option where Help Desk Technology hosts the application on behalf of customers. This is sold under a 12-month agreement with automatic annual renewal. Additional charges may apply for excess resource usage beyond defined thresholds.
4. Professional Services and Training: The Annual Software Assurance Plan includes 3 hours of free web-based consulting. Additional professional services, custom report creation, implementation support, and training are available for purchase. Technical support via telephone, email, and remote desktop assistance is included in the annual plan.

Pricing tiers

Go-to-market motion2 records

Distribution channels5 records

Marketing channels10 records

Core offering

Help Desk Technology Corporation develops and sells ServicePRO, a web-based service desk and workflow management software platform available in Professional and Enterprise editions. The platform automates ticket routing, manages service requests across IT, HR, facilities, and other departments, enforces SLAs through a Business Rules Engine, and offers self-service portals, knowledge management, asset management, and project template-based workflows. ServicePRO is deployable as a Microsoft Azure-hosted cloud SaaS subscription or as an on-premise software license with mandatory annual maintenance.

Product overview

Help Desk Technology Corporation offers ServicePRO, a unified workflow management and service desk platform available in Professional Edition (single department, entry-level) and Enterprise Edition (multi-department, full-featured) with both cloud (Microsoft Azure-hosted) and on-premise deployment options. The platform consists of a core Service Request Management engine complemented by modular capabilities including Service Request Templates, Project Templates, Custom Forms, Business Rules, Email Rules, Asset Management, Role-Based Access Control, Data Analysis, Self Service Portal, Mobile access, Knowledge Management (Best Solution), Document Management, Email Collaboration, Calendar Integration, Alerts and Notifications, and My Workspace. The product builds upon the company's legacy HelpSTAR and STAR (Service Tracking And Review) products from the 1990s, with the current web-based ServicePRO released in 2014.

Differentiator

Problem solved

Functional benefit

Products and services

• ServicePRO Web-based service desk and workflow management software platform available in Professional Edition (single-department, entry-level) and Enterprise Edition (multi-department, full-featured with SCCI 0129 compliance and granular RBAC). Includes service request management, business rules automation, project templates, custom forms, asset management, data analysis/reporting, self-service portal, knowledge management, document management, and integrations with Microsoft Exchange, Active Directory, and Google.
• ServicePRO Cloud Microsoft Azure-hosted cloud deployment of ServicePRO sold under a 12-month agreement with automatic annual renewal. Provides secure, scalable, geo-proximal managed hosting of the application on behalf of customers, with additional charges for excess resource usage beyond defined thresholds.
• Annual Software Assurance Plan Annual maintenance and support subscription covering software upgrades, unlimited access to online training tutorials, technical support via phone/email/desk-to-desk technology, annual check-up sessions, and 3 hours of free web-based consulting. Mandatory for on-premise ServicePRO deployments to purchase additional user licenses or upgrade editions.

Quantifiable outcome

• ServicePRO eliminated manual portering dispatch bottlenecks, decommissioning the dispatch phone line at each hospital for The Pennine Acute Hospitals NHS Trust
• +5 more outcomes

Named customers10 records

Segments5 records

Ideal customer profiles2 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration4 records

Feature12 records

Partnerships

Two partnerships are on record, tiered core.

• MicrosoftcoreTechnology or IntegrationServicePRO is certified for Microsoft Azure and runs in a highly secured Microsoft Azure environment. ServicePRO integrates with Microsoft Exchange for email processing and two-way calendar synchronization with Outlook. Active Directory integration allows automatic user import and authentication. These integrations are core to ServicePRO's enterprise value proposition.
• Kaul Sales PartnerscoreChannel Partner/ Reseller/ DistributorDesignated North American sales partner for Help Desk Technology. Handles enterprise sales for the US market. Contact: +1 651 240 6897, [email protected].

Scale indicators3 records

Recent moves6 records

Expansion highlights5 records

Broad incumbents

• Ivanti: Ivanti's ITSM/ITAM portfolio (incorporating Cherwell) targets mid-market and enterprise IT teams with service desk, asset, and endpoint management — a broader incumbent directly relevant to ServicePRO's customer set and competitive context.
• BMC Software: BMC Helix ITSM is an enterprise ITSM suite used by large organizations with deep ITIL process coverage, asset management, and service desk automation — a broader incumbent competing against ServicePRO in larger accounts.
• Atlassian (Jira Service Management): Jira Service Management is Atlassian's ITSM offering embedded in its broader DevOps and work management ecosystem, increasingly used by mid-market IT teams — overlapping ServicePRO's developer-adjacent and IT support use cases.
• ServiceNow: ServiceNow is the dominant enterprise ITSM/ESM platform with a broad portfolio spanning IT, HR, customer service, and workflow automation. It is the principal incumbent ServicePRO competes against at the upper end of the mid-market and in enterprise accounts.

Direct peers

• SysAid: SysAid provides an ITSM/service desk platform with automation, asset management, and self-service for SMB and mid-market organizations, including education and healthcare — directly comparable to ServicePRO's positioning and feature emphasis.
• Freshworks (Freshservice): Freshservice is an ITSM and IT service desk platform targeting SMB and mid-market customers with per-agent subscription pricing, ticket management, automation, asset management, and a self-service portal — closely overlapping ServicePRO's feature set, pricing model, and customer profile.
• ManageEngine (Zoho Corporation): ManageEngine ServiceDesk Plus is an ITIL-aligned ITSM suite offering ticketing, asset management, change management, and self-service at mid-market pricing — competing head-to-head with ServicePRO in the same buyer segment and with comparable feature breadth.
• SolarWinds Service Desk: SolarWinds Service Desk (formerly Samanage) is a cloud-based ITSM platform aimed at mid-market IT teams with ticketing, asset management, and change management — overlapping ServicePRO's target buyer and core feature set.
• TOPdesk: TOPdesk offers a service management/ITSM platform widely used by mid-sized European public-sector and education customers, with similar ticketing, self-service, and SLA capabilities — a strong peer to ServicePRO's UK healthcare and education references.

Emerging players

• InvGate: InvGate Service Desk and Insight combine ITSM and IT asset management for mid-market buyers with modern UX and ITIL alignment — a credible emerging alternative to ServicePRO with comparable scope and a faster-moving product cadence.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks6 records

Key highlights6 records

Customer concentration

• Xx.com/servicepronews
• Facebookfacebook.com/serviceprosoftware
• LinkedInlinkedin.com/company/help-desk-technology-corporation

Compliance1 record

Revenue estimate

Valuation estimate

Number of profiles

Profiles1 record

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Help Desk Technology Corporation