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It can feel heavy and somewhat slow sometimes, particularly when I’m handling complex workflows.

There are also tasks that take more clicks than they should, which turns otherwise simple actions into something that feels unnecessarily complicated. On top of that, customization isn’t always intuitive, so even minor tweaks can end up taking more time and effort than I anticipate. Bewertung gesammelt von und auf G2.com gehostet.

ServiceNow ITSM solves the problem of scattered, manual incident and request handling by centralizing everything in one platform. It reduces repetitive work through automation, which speeds up response times and cuts down on human error. The benefit is a smoother, more predictable operation where teams have clearer visibility and can focus on higher‑value tasks instead of firefighting. Bewertung gesammelt von und auf G2.com gehostet.

Even though it is very smart, Agentforce can sometimes struggle to understand feelings or complicated stories as well as a real person can. It also takes a lot of time and practice for grown ups to train the AI to make sure it gives the right answers every single time. Bewertung gesammelt von und auf G2.com gehostet.

Agentforce help businesses that are too busy to talk to everyone at once. It solves the problem of waiting in long lines by giving you fast answers any time of the day or night. This is great for me because I get help right away and don't have to stay bored on the phone for a long time. Bewertung gesammelt von und auf G2.com gehostet.

While Agentforce Field Service is very useful, some people find it tricky to set up because it is a like a very complicated puzzle. It can also be expensive, costing a lot of money for a business to use. Sometimes the phone app can be slow or glitchy which makes it hard for workers to finish their jobs quickly when they are out fixing things. Bewertung gesammelt von und auf G2.com gehostet.

Agentforce Field Service help workers arrive on time with the right tools to fix things like your wifi or fridge. It uses smart maps and AI to stop people from getting lost or making mistakes, which means repairs happen faster and everyone stays happy. Bewertung gesammelt von und auf G2.com gehostet.

One limitation in my experience was that I didn’t have enough time to fully explore all of Zoho Desk’s advanced capabilities. The platform offers a wide range of features, integrations, and automation options, so there’s a real learning curve before you can evaluate everything in depth.

At first, some parts of the interface and the configuration process can feel overwhelming, especially when you start working with more advanced workflows and customization settings. Because of that, teams may need extra time to understand the setup and take full advantage of all the available functionality.

That said, the features I did use worked well overall, and the platform showed strong potential for improving support operations and keeping workflows better organized. Bewertung gesammelt von und auf G2.com gehostet.

Zoho Desk helps centralize customer support operations and organize communication workflows in a more structured way. Instead of handling requests across multiple disconnected channels, the platform makes it easier to manage tickets, track conversations, assign responsibilities, and monitor response times from a single place.

One of the biggest benefits has been improved visibility into support activity and task ownership. Features like ticket categorization, automation rules, and SLA management help reduce manual coordination and make day-to-day operations more efficient.

The platform also helps streamline workflows by automating repetitive tasks such as ticket assignment, notifications, and status updates. This reduces operational overhead and allows teams to focus more on resolving issues rather than managing processes manually.

Another benefit is the integration capability with other tools and services, which improves collaboration between support, operations, and customer management processes.

Although I did not have enough time to fully explore every advanced feature, the platform already demonstrated clear value in improving organization, workflow consistency, and overall support management efficiency. Bewertung gesammelt von und auf G2.com gehostet.

I have raised it earlier as well with Zendesk support, that their Zendesk Talk feature needs improvement in a few areas to help managers have better visibility. In my opinion Zendesk Talk feature lacks to offer below- It does not show for how long an agent is sitting idle with no calls, Improper calls distribution, as sometimes a few agents get comparatively more calls with no reason provided, No real time monitoring is available for Zendesk Talk agents logged in. Bewertung gesammelt von und auf G2.com gehostet.

I use Zendesk to centralize customer queries from multiple marketplaces, making the process smooth and efficient. Its generative AI and Explore features help answer queries without live agents and customize dashboards, saving me hours and improving customer service. Bewertung gesammelt von und auf G2.com gehostet.

What I dislike most about Atera is that some of its more advanced features still feel less mature than those in larger, enterprise-focused RMM platforms. Reporting and analytics have improved over time, but they can still feel limiting when you need highly customized dashboards or deeper business insights.

The PSA module is convenient because everything is integrated, but certain workflows and automations aren’t as flexible as they are in dedicated PSA solutions. Ticketing can also become cumbersome in more structured service desk environments.

Patch management is another area that could use improvement, particularly around visibility and consistency in larger or more complex environments. At times, troubleshooting automation failures or agent-related issues requires more manual intervention than I would expect.

Mac management also lags well behind the Windows experience. Feature parity isn’t there yet: monitoring, scripting, patching, and device management for macOS feel more limited and less reliable than on Windows endpoints. For MSPs supporting mixed environments, this creates operational inconsistencies and often means relying on additional tools to properly manage Apple devices.

Finally, while the platform evolves quickly, some UI changes and new features can feel like they’re released before being fully refined. Bewertung gesammelt von und auf G2.com gehostet.

Atera helps centralize and simplify day-to-day MSP operations by bringing RMM, PSA, remote access, patch management, monitoring, and billing together in a single platform. Rather than juggling multiple disconnected tools, technicians can work from one interface, which boosts efficiency and helps reduce operational overhead.

The biggest benefit for me is the time saved through automation. Automated monitoring, patching, alerting, and scripting cut down on repetitive manual tasks and let the team focus more on higher-value work and customer support. Having centralized visibility across all client environments also makes it easier to spot issues proactively before they become critical.

The per-technician pricing model is another major advantage, since it supports growth without worrying about endpoint-based cost increases. That makes scaling more predictable and financially sustainable for an MSP.

Atera also helps improve response times and the overall customer experience by streamlining ticket management and remote support, enabling faster troubleshooting and quicker resolution for end users. Bewertung gesammelt von und auf G2.com gehostet.

Wenn ich eine Aufgabe öffne, um sie zu aktualisieren, dauert es einen Moment länger, bis sie geladen ist, bevor ich etwas eingeben kann. Eine Sache, die mir aufgefallen ist, ist, dass Benachrichtigungen manchmal in Gruppen ankommen, anstatt einzeln. Wenn mehrere Aufgaben in kurzer Zeit aktualisiert werden, werden die Benachrichtigungen zusammen angezeigt, und es ist leicht, ein kleines Detail zu übersehen, es sei denn, ich öffne die App und überprüfe es richtig. Bewertung gesammelt von und auf G2.com gehostet.

In meiner täglichen Klinikarbeit passieren viele kleine Dinge gleichzeitig, wie Patienten-Nachverfolgungen, Diätplanarbeit und Koordination des Personals. Es ist leicht, dass kleine Aufgaben verzögert werden, wenn der Tag geschäftig wird. Manchmal musste ich an verschiedenen Orten nachsehen, nur um zu sehen, was noch aussteht. Mit Connecteam kann ich alle Aufgaben an einem Ort sehen und weiß, was noch Aufmerksamkeit benötigt. Ich kann auch sehen, welches Personalmitglied welche Arbeit übernimmt. Das reduziert Verwirrung und spart Zeit während der geschäftigen Stunden. Es hat die tägliche Arbeit für mich klarer und überschaubarer gemacht. Ich muss mich nicht mehr nur auf mein Gedächtnis oder verstreute Nachrichten verlassen. Bewertung gesammelt von und auf G2.com gehostet.

The customization options are a bit limited in some cases when compared to other tools we have used, and the reporting is decent in some cases, though not as detailed as we need to undertake more detailed analysis. Delays on loading occasionally have been a slight inconvenience when dealing in high volumes of tickets. Bewertung gesammelt von und auf G2.com gehostet.

Freshdesk has assisted our team to centralize all the customer support requests in a single location which previously was scattered across various inboxes and channels. The automation has relieved us of much of the manual labor we used to go through, and has allowed us to actually solve problems, as opposed to managing them. All that it has done is to make our support process much more systematized and our customers much happier. Bewertung gesammelt von und auf G2.com gehostet.

The only thing I think is the maintenance agreement program. That needs to be honed in a little bit more. It can get confusing if you set it up as a recurring job. It should be a standalone process for just service agreements, so that our customers it's easy to navigate for them, and it's easy for us to know that there's a maintenance agreement customer that's due for service or needs to get their percentage discount as part of the membership. Bewertung gesammelt von und auf G2.com gehostet.

I use Jobber to schedule online, handle sales, estimates, quotes, and invoicing. It's easy to use both in the office and field, enabling clients to sign, bill, and pay on-site. Scheduling is flexible, and communication is seamless through integrated texting and emails. Bewertung gesammelt von und auf G2.com gehostet.

Notion sync isn’t real time. New pages take a while to be searchable by the agent. If we ship a fresh runbook in the morning the AI doesn’t know about it until later that day. Bewertung gesammelt von und auf G2.com gehostet.

it helped me to deploy AI for my entire company and reduce the volume of request my team used to receive Bewertung gesammelt von und auf G2.com gehostet.

Eine weitere Integration ist immer ein Bereich, der verbessert werden kann. Es gibt einige Bereiche im Helpdesk, die, wenn sie vollständig anpassbar wären, meinem Team ermöglichen würden, niemals auf eine andere Seite in Hubspot wechseln zu müssen, während sie Probleme lösen. Bewertung gesammelt von und auf G2.com gehostet.

Wir erhalten Hunderte von Support-E-Mails in unserem Büro und haben nur ein paar Mitarbeiter, die antworten können. Wir sind in der Lage, 50-100 E-Mails pro Tag zu beantworten (bis zu 200 in geschäftigen Zeiten), mit konsistenter Kommunikation durch die Verwendung von Vorlagen, und das nur mit Teilzeithilfe. Bewertung gesammelt von und auf G2.com gehostet.

Einige Berichte im Bereich Inventar, insbesondere im Zusammenhang mit Software, können sich noch weiterentwickeln. Die Erweiterung dieser Analysen würde ein vollständigeres Informationsset bieten, die Zentralisierung der Werkzeuge erleichtern und die Kontrolle der IT-Vermögenswerte verbessern. Bewertung gesammelt von und auf G2.com gehostet.

Milvus war grundlegend für die kontinuierliche Weiterentwicklung meines Supports. Durch Dashboards, Berichte und detaillierte Nachverfolgung der Anfragen kann ich Muster erkennen, wiederkehrende Fehler kartieren und strategischer an der Wurzel der Probleme arbeiten. Dies ermöglicht es uns, von einer rein reaktiven Haltung wegzukommen und an der Neutralisierung wiederkehrender Vorfälle zu arbeiten, die Effizienz des Teams zu steigern, die SLAs zu verbessern und die Qualität des den Nutzern gebotenen Supports zu erhöhen. Bewertung gesammelt von und auf G2.com gehostet.

Es passt zu unseren Bedürfnissen, daher fehlt im Moment nichts. Bewertung gesammelt von und auf G2.com gehostet.

Die Software funktioniert am besten, wenn die Admin-Software UND die mobile App zusammen verwendet werden. Als Manager haben Sie die Kontrolle über jede Funktion - aber Ihre Techniker sollten nur die mobile App verwenden: einen Auftrag öffnen, Foto und Unterschrift anhängen - und speichern! Das ist das Einzige, was sie brauchen. Bewertung gesammelt von und auf G2.com gehostet.

Die Planung unserer Serviceanrufe und die Verwaltung des Inventars. Es ist jetzt viel einfacher, weil wir sehen, wo sich unsere Mitarbeiter im Moment befinden. Großartige Funktion! Bewertung gesammelt von und auf G2.com gehostet.

Einige Funktionen benötigen Zeit, um entwickelt und in die Produktion eingeführt zu werden, aber das Fieldcode-Support-Team ist immer verfügbar und bereit zu helfen. Bewertung gesammelt von und auf G2.com gehostet.

Routenoptimierung und verbesserte Verfolgung. Bewertung gesammelt von und auf G2.com gehostet.

One thing I don’t like about Jira Service Management is that sometimes it is hard to find which ticket is assigned to me. The tool does not clearly show it, so I have to search a lot or ask others for help. This can waste time and cause confusion. Also, sometimes Jira does not guide me properly or give me a clear direction on what to do next. It feels like I am stuck or unsure about the next steps. If these issues are improved, Jira will become even more user-friendly and efficient for daily work. Bewertung gesammelt von und auf G2.com gehostet.

Jira Service Management helps me manage my work more easily and in an organised way. In my role, I mainly review tickets that are created by the content team or management team. Whenever a new Jira ticket comes in, I get an automatic email. I open the ticket and check many things carefully. I make sure that the content written is correct and suitable, the mailer team has used the proper code, the CTA (Call to Action) has the correct title tag, and the overall design of the email looks good and is properly formatted. I do a full audit to ensure there are no mistakes. If everything is correct, I approve the ticket and close it in Jira. This process helps avoid errors and ensures smooth communication. Jira makes tracking all these tasks simple, and it improves the workflow between teams, which helps me do my job more efficiently. Bewertung gesammelt von und auf G2.com gehostet.

Procurement integration for spare parts is missing - linking Zapium work orders to the client's purchase orders in their ERP would close the last gap in our maintenance cost audit. The APIs are available, however, it require technical staff to plan the integration. Bewertung gesammelt von und auf G2.com gehostet.

Work order records at client sites were informal and selectively maintained - clients would produce clean summaries for audits that did not reflect what actually happened. Zapium's real-time work order data is generated by the maintenance team doing the work, not assembled for audit purposes, which makes it far more reliable. Bewertung gesammelt von und auf G2.com gehostet.

My main concern is still reliability and automation persistence for business workflows.

The core issue happened because my Instagram session disconnected and some automations became inaccessible afterward. While part of this process appears related to Meta session resets, there was also a Jotform-side technical issue that prevented some automations from being restored automatically.

For users relying on Instagram comment automation for business communication, this creates significant stress because rebuilding workflows manually takes time and affects follower interactions.

I also think the support flow needs improvement. My experience changed after I reached the product and development team directly. Before that, I received inconsistent information from support, which made the situation more confusing.

I believe Jotform would benefit from:

• stronger automation backup reliability

• clearer recovery processes after reconnecting Instagram

• more consistent technical communication between support and product teams

The development team’s involvement improved my experience significantly, but ideally users should reach accurate information much earlier in the process. Bewertung gesammelt von und auf G2.com gehostet.

A tool loses much of its value if it is not trustworthy and reliable, because the solution it offers is not sustainable.

That is how I feel about Jotform now. It lost my trust, and the customer communication process became exhausting and frustrating instead of helpful. Bewertung gesammelt von und auf G2.com gehostet.

It’s a little hard to get used to when you first install it, so there’s definitely a learning curve. That said, the support is fantastic, so I don’t have any worries. Bewertung gesammelt von und auf G2.com gehostet.

We needed a system to manage incoming finance requests, such as AP and AR, so they could be automatically assigned and tracked by each individual agent. This system does exactly that, and it also integrates smoothly with our existing O365 environment. Bewertung gesammelt von und auf G2.com gehostet.

Bis jetzt gibt es keine negativen Punkte im Motadata, der Abend ist gut. Bewertung gesammelt von und auf G2.com gehostet.

Die erweiterten Funktionen sind, dass jedes Mal, wenn der Kunde ein Support-Ticket erstellt, es automatisch an die Ticketing-Tools weitergeleitet und dem Verfügbarkeitsingenieur zugewiesen wird.

Es reduziert die Kosten der Zeit und funktioniert nahtlos. Bewertung gesammelt von und auf G2.com gehostet.

Nothing to mention until this time of my usage. Bewertung gesammelt von und auf G2.com gehostet.

Mainly the ticket/ email/ call handling is very much organised. I get to see who is working on which one that gets rid of the biggest confusion if the ticket is being taken care of or not. One other main thing is that Workflows/Series (as given in Fin) are very simple to create, with all the necessary steps for any sort of task. Also, marketing emails can be blasted to clients which can be templated or customised as our requirement. With all the mentioned features, it really saves my effort that I have to put into them and also saves so much time. I can also get a real-time status on the tickets, calls being transcribed again helps to get the context of the call. Bewertung gesammelt von und auf G2.com gehostet.