ClickUp ITSM - Project Management

Our Verdict

ClickUp stands out as a highly versatile platform that can serve as an ITSM solution and a broader work management tool. Its extensive feature set, flexible customization, and competitive pricing make it a strong option for small businesses, growing teams, and even larger organizations looking for a scalable solution.

The platform delivers exceptional value for money, offering more functionality at a lower cost than many competitors. For teams that don’t require enterprise-scale capabilities, ClickUp’s free and lower-tier plans still provide robust tools for managing incidents, requests, changes, and team collaboration.

Users benefit from a clean, intuitive interface, rich integration options, and a wide range of workflow views that can be tailored to individual preferences. Combined with responsive technical support and a wealth of training resources, ClickUp ensures teams can quickly adopt the platform and maintain momentum.

Overall, ClickUp offers a cost-effective, feature-rich, and user-friendly approach to IT service management, making it a smart choice for teams that want to streamline operations without overcomplicating their toolset.

Pros

Excellent technical support
Great value for money
All documents stored in one location

Cons

Time tracking features only available on a paid plan
Few of the features are overwhelming

Products & Pricing

ClickUp offers one of the most flexible pricing structures in the industry, starting with its Free Forever plan—genuinely free, with no credit card required. From there, teams can scale up through four paid tiers, each adding more advanced capabilities and admin controls. All paid plans include a 30-day satisfaction guarantee, with discounts available for nonprofits, educational institutions, and startups.

Free Plan
Perfect for individuals or small teams just getting started, it includes unlimited tasks, collaborative Docs, whiteboards, real-time chat, and 100MB of storage. It is ideal for organizing and tracking work with no cost or commitment.

Unlimited Plan – From $7/user/month (billed annually)
Built for growing teams, this plan adds unlimited storage, integrations, dashboards, Gantt charts, goals, automations, and custom fields—offering a significant upgrade from the free tier.

Business Plan – From $12/user/month (billed annually)
Designed for mid-sized teams, it includes advanced time tracking, workload management, mind maps, timelines, goal tracking, and custom task permissions. Balances powerful features with team-level control.

Business Plus Plan – From $19/user/month (billed annually)
Suited for scaling teams needing deeper admin control. Adds custom role creation, team sharing, enhanced automation limits, advanced dashboards, and priority support.

Enterprise Plan – Custom Pricing
Tailored for large organizations or regulated industries. Includes white labeling, SSO beyond Google, HIPAA compliance, advanced permissions, audit logs, enterprise governance, and a dedicated Customer Success Manager with premium onboarding.

Free

$0 /mo

Unlimited

$7 /user/mo

Business

$12 /user/mo

Busines+

$19 /user/mo

Enterprise

Custom Pricing

In-depth review

Incident Management

ClickUp’s ITSM templates streamline the process of logging and prioritizing incidents. Automations route tickets to the right assignee, while linked comments and documentation keep communication centralized. Multiple view options make it easy to track progress at a glance.

Problem Management

Linked tasks and tags help teams spot recurring issues and document solutions in the Docs feature for future reference. This ensures faster resolutions and prevents knowledge loss over time.

Change Management

Custom workflows with approval stages and dependency mapping keep changes organized and compliant. Visual boards and timelines make planning and coordinating updates easier with minimal disruption.

Request Management

End-user requests submitted via custom forms are automatically categorized and assigned, reducing manual workload and speeding up response times.

Reporting & Dashboards

Customizable dashboards present metrics like SLA compliance and ticket backlog in clear, visual formats. These views can be tailored to stakeholders for quick, actionable insights.

Knowledge Management

ClickUp’s Docs act as a centralized knowledge base, storing troubleshooting guides, SOPs, and policies—all linkable directly to tasks for quick access during resolution.

Features & Functionality

ClickUp is a flexible work management platform that can be adapted for IT Service Management through its customizable templates, automation, and reporting tools. It supports incident tracking, service requests, change management, asset tracking, and knowledge sharing—all from a single, highly configurable workspace.

Incident & Request Management

Pre-built ITSM templates allow teams to log, categorize, prioritize, and track incidents and service requests through customizable workflows. Tasks can be linked to related documentation and assigned to technicians, with real-time status updates to keep all stakeholders informed.

Problem & Change Management

Workflows can be configured to plan, approve, and monitor changes or track recurring problems to resolution. Approval stages, risk indicators, and dependency tracking help ensure updates are deployed with minimal disruption.

Service Catalog & Request Intake

Public forms and embedded request portals allow end-users to submit service requests directly into ClickUp. Requests can be automatically routed, prioritized, and assigned based on predefined rules.

SLA Monitoring & KPI Tracking

While not a dedicated SLA tool, ClickUp uses automation and dashboard reporting to monitor response and resolution times, helping teams meet service-level commitments. Incident KPIs such as backlog, resolution rate, and satisfaction scores can also be tracked.

Asset & Knowledge Management

Customizable asset tracking templates store hardware and software details, repair logs, and cost data. The built-in Docs feature acts as a searchable knowledge base for troubleshooting guides, standard operating procedures, and policies—linkable to relevant tickets.

AI & Automation

Automation rules and AI-powered workflows streamline repetitive processes, such as ticket routing, status updates, and compliance checks, freeing up time for higher-priority work.

Integration with DevOps & Collaboration Tools

Native integrations with GitHub, GitLab, Slack, Microsoft Teams, and cloud storage platforms connect ITSM workflows to development and collaboration tools, enabling seamless cross-team operations.

Ease of Use

ClickUp offers a highly intuitive interface that feels lighter and more engaging than many traditional ITSM and project management tools. The platform’s design makes navigation straightforward, allowing new users to become productive quickly without extensive training.

Task creation, organization, and scheduling are simple, with drag-and-drop functionality and various view options—such as List, Board, Calendar, and Sprint views—to accommodate different work styles. Teams can display the same set of tasks in different personalized views, enabling individual users to tailor their workspace without affecting the rest of the team.

ClickUp’s flexibility extends to collaboration, with the option to invite guests at no additional cost, making it ideal for involving clients or external stakeholders in specific workflows. Integration with a wide range of tools ensures that IT teams can connect ClickUp to their existing systems without friction.

The platform’s ease of use is complemented by its powerful customization options. These allow IT service teams to build processes that match their exact requirements while keeping the user experience clean and accessible.

Customer Service

ClickUp provides multiple support options, combining direct assistance with a robust set of self-service resources. Live chat support is available 5 a.m.–7 p.m. PST, with limited availability outside these hours. While the company promotes quick responses, reply times may vary, especially during peak periods. Email support is also available for all users.

The platform’s extensive help center includes the ClickUp University, webinars, video tutorials, documentation, FAQs, and a regularly updated blog. A large user community, including an active Facebook group, offers peer-to-peer advice and workflow tips. Most setup, troubleshooting, and usage questions can be resolved through these resources without contacting support directly.

Live Online Chat

Available during business hours with & 24/7 chatbot

You can reach ClickUp's support team via email

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