--- title: ALVAO Service Desk Reviews meta_title: 'ALVAO Service Desk Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 52 reviews by the users' company size, role or industry to find out how ALVAO Service Desk works for a business like yours. aggregate_rating: rating_value: 4.6 review_count: 52 scale: '5' date_modified: '2026-08-07' parent_category: name: IT Management url: https://www.g2.com/categories/it-management --- # ALVAO Service Desk Reviews **Vendor:** ALVAO **Category:** [Service Desk Software](https://www.g2.com/categories/service-desk) **Average Rating:** 4.6/5.0 **Total Reviews:** 52 ## About ALVAO Service Desk ALVAO Service Desk is a Microsoft-native ITSM platform that centralizes requests across IT, HR, and Facilities. Integrated with Outlook and Teams, it allows employees to create, track, and resolve tickets directly in familiar tools. AI and Copilot features automate repetitive tasks, provide smart suggestions, and power a Teams-based virtual agent for 24/7 self-service. With transparent dashboards, SLA-driven prioritization, Power platform integration, no-code automatization and Power BI reporting, ALVAO delivers clarity and measurable results. Deployable in Azure or on-premises, and aligned with ISO 27001 and SOC 2, it combines security, flexibility, and scalability to streamline service delivery and drive organizational efficiency while ensuring compliance with standards such as Cyber Essentials and DORA. For more information visit www.alvao.com ## ALVAO Service Desk Pros & Cons **What users like:** - Users praise the **effortless automation** of processes with ALVAO, significantly enhancing efficiency and digitalization across departments. (4 reviews) - Users appreciate the **time-saving automation** of ALVAO Service Desk, streamlining processes and reducing manual work significantly. (4 reviews) - Users appreciate the **intuitive and user-friendly interface** of ALVAO Service Desk, streamlining their helpdesk operations. (4 reviews) - Users value the **collaboration features** of ALVAO Service Desk for seamless communication across departments and efficient processes. (3 reviews) - Users appreciate the **deployment ease** of ALVAO Service Desk, enabling fast provisioning and smooth implementation for new services. (3 reviews) - Users appreciate the **user-friendly interface** of ALVAO Service Desk, making navigation and support seamless and efficient. (3 reviews) - Users value the **customizability** of ALVAO Service Desk, enabling tailored solutions to meet specific business needs. (2 reviews) - Users value the **flexibility and customization options** in ALVAO Service Desk, tailoring it to their specific needs. (2 reviews) - Easy Implementation (2 reviews) - Easy Integrations (2 reviews) **What users dislike:** - Users find the **insufficient information** regarding custom forms complicates their experience with ALVAO Service Desk. (2 reviews) - Users find the **limited customization** of ALVAO Service Desk's forms and reports can complicate usage and documentation. (2 reviews) - Users experience **sporadic bugs** that are usually minor and resolved through updates or consultancy assistance. (1 reviews) - Users find the **creation of custom forms complex** , often requiring additional documentation for better understanding. (1 reviews) - Users feel that the **complex reporting** features require easier customization to enhance usability and effectiveness. (1 reviews) - Users find the **complex setup** of custom forms challenging, often requiring extensive documentation for guidance. (1 reviews) - Configuration Difficulty (1 reviews) - Filtering Issues (1 reviews) - Filtering Problems (1 reviews) - Users find the **inadequate reporting** options frustrating, seeking better customization and functionality for their needs. (1 reviews) ## ALVAO Service Desk Reviews ### 1. User review after 3 years of use **Rating:** 4.0/5.0 stars **Reviewed by:** Tomáš V. | IT manažer, Enterprise (> 1000 emp.) **Reviewed Date:** March 21, 2024 **What do you like best about ALVAO Service Desk?** Simplicity, clarity, where the user interface in UX is quite similar to the Microsoft interface and users do not have to learn new things and habits. They can easily navigate the given environment. In the administrative environment, it offers clear categories and elements, everything is intuitive. It also offers simple creation of WorkFlow. **What do you dislike about ALVAO Service Desk?** Even after years, the drop-in/drop-out system is not resolved, requiring unnecessary manual clicking of the forms. Advanced features in the creation of workflows and forms are also missing. Advanced functionalities need to be programmed, which is an additional burden on the IT department/capacities and resources. **What problems is ALVAO Service Desk solving and how is that benefiting you?** Detailed reports for company management, after which we are able to evaluate the given processes and subsequently improve them. ### 2. Searching for and finding a modern Service Desk solution. **Rating:** 4.0/5.0 stars **Reviewed by:** Simona H. | IT Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 10, 2025 **What do you like best about ALVAO Service Desk?** - Wide range of applications within the company for both IT and non-IT processes - Agile communication between ticket resolver and ticket requester - We appreciate the ability to involve other departments, such as fleet management and HR processes. **What do you dislike about ALVAO Service Desk?** - Currently, we can't think of any shortcomings. **What problems is ALVAO Service Desk solving and how is that benefiting you?** - Efficient management of user requests. - Effective communication with requesters – they receive feedback that their request is being worked on. ### 3. Streamlining work within corporate processes **Rating:** 4.0/5.0 stars **Reviewed by:** Lucie K. | Enterprise (> 1000 emp.) **Reviewed Date:** March 21, 2024 **What do you like best about ALVAO Service Desk?** Alvao is a highly intuitive solution - even without prior experience or knowledge of the product, I am able to work with it smoothly and develop it. I particularly like the integration options within the M365 ecosystem. Another great feature is the ability to work with and customize workflows that reflect our needs. **What do you dislike about ALVAO Service Desk?** Based on my current experience with Alvao, I can't pinpoint anything I dislike about the product. **What problems is ALVAO Service Desk solving and how is that benefiting you?** Alvao has assisted us in digitalizing all processes and reducing administrative burdens. One great aspect is having all information in one place - every request has an audit trail. In general, the centralization of all information has been a key point of implementation for us. ### 4. ALVAO Service Desk helps with business processes **Rating:** 4.0/5.0 stars **Reviewed by:** Kateřina D. | Manažer IT projektů, Enterprise (> 1000 emp.) **Reviewed Date:** March 21, 2024 **What do you like best about ALVAO Service Desk?** ALVAO Service Desk is easy to use, intuitive and help with optimalization of processes. It helps with maintaining of every single request. Also, I like that users see the progress of solving of their tickets. **What do you dislike about ALVAO Service Desk?** What I would recommend is that ALVAO Service Desk should focus on improving UI (tiles). **What problems is ALVAO Service Desk solving and how is that benefiting you?** Solves problems: -incoming requests -single place for all requests -digitization -optimization ### 5. Alvao review **Rating:** 4.0/5.0 stars **Reviewed by:** Libor S. | Information Technology Technician, Mid-Market (51-1000 emp.) **Reviewed Date:** March 21, 2024 **What do you like best about ALVAO Service Desk?** Ability to cusomize alot of thing to company specific needs. In our case, Alvao usability surpased our original needs. Alvaou support is also really nice, they always provide fast and helpful respons **What do you dislike about ALVAO Service Desk?** I have been using Alvao for 4 yeard and I have not found anything so far. **What problems is ALVAO Service Desk solving and how is that benefiting you?** Alvao saves alot of our time, not only for IT department but for whole user base too. Alvou helped to digitize our internal procesess and the current effectivnes is dramatic, compared to our old paper request system. ### 6. Single point of contact and effective process management **Rating:** 4.0/5.0 stars **Reviewed by:** Kateřina D. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 25, 2023 **What do you like best about ALVAO Service Desk?** - The process workflows available out of the box are good but even better is the option to simply edit them. This helps with scaling as well. - Having shared process ensures everyone follows the standard path without deviation. - Both the user and the agent can check the status of the ticket and stay up to date with latest events. **What do you dislike about ALVAO Service Desk?** There are certain predefined things that we need to accept. This limits our configuration capabilities to a degree. **What problems is ALVAO Service Desk solving and how is that benefiting you?** We don't forget anything. Everything is in one place. We have overview of our workload. We are able to report to the management and our discussions are backed with data. ### 7. Alvao helps with office digitization **Rating:** 3.5/5.0 stars **Reviewed by:** Hana S. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 25, 2023 **What do you like best about ALVAO Service Desk?** The licensing model per user is very cost effective when the solution is used broadly. It scales much better and gives us a freedom to add new workflows. The interface is very intuitive for non-IT agents. The configuration is easy to understand and doesn't speak with too specialized language. **What do you dislike about ALVAO Service Desk?** Limited options to customize the graphic interface. The logic of movement through the application is a bit confusing. **What problems is ALVAO Service Desk solving and how is that benefiting you?** IT incident/requests/etc General IT support We have added other departments over the time. The incentive came from them when they saw successful implementation in IT. ### 8. Get a better overview to my and team workload **Rating:** 4.0/5.0 stars **Reviewed by:** Jakub V. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 25, 2023 **What do you like best about ALVAO Service Desk?** - clear overview to working capacity over my team - great options for reporting - clear report through power BI - tracking of SLA for raised requests **What do you dislike about ALVAO Service Desk?** solution is great, no idea where to improve. **What problems is ALVAO Service Desk solving and how is that benefiting you?** - clear overview of open tickets - the possibility of using previous tickets - use same way of solution ### 9. Get a great overview of my tickets (incidents and requests) **Rating:** 3.5/5.0 stars **Reviewed by:** Petr H. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 25, 2023 **What do you like best about ALVAO Service Desk?** - system is easy to use for end users and also for administrator - great connection with Microsoft technology **What do you dislike about ALVAO Service Desk?** - Performance of ALVAO could be better, we have on premise solution. - missing knowledge articles for programing advance forms **What problems is ALVAO Service Desk solving and how is that benefiting you?** - clear overview of my tickets - full audit trail ### 10. Optimalization of problem solving process **Rating:** 4.0/5.0 stars **Reviewed by:** Jan J. | IT specialista, Enterprise (> 1000 emp.) **Reviewed Date:** April 25, 2023 **What do you like best about ALVAO Service Desk?** Microsoft look and feel. The solution is very easy to use. Wide option of a catalogue of services **What do you dislike about ALVAO Service Desk?** We are fresh users, we don't see anything to improve. **What problems is ALVAO Service Desk solving and how is that benefiting you?** - IT services for end users - Support for students - Purchase department - Idea to use in HR process ### 11. With Alvao service desk our users can completely rely on the IT department. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Outsourcing/Offshoring | Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2022 **What do you like best about ALVAO Service Desk?** ITIL compliant service desk provides a comfortable way how users can communicate with the IT department as a single point of contact. Ease of deployment, flexible and easy-to-use tool to manage not only IT operations. Alvao service desk has a great integration with MS Outlook which is a fantastic option that saves time and makes it more approachable. **What do you dislike about ALVAO Service Desk?** So far I haven't encountered any issues with this product. **What problems is ALVAO Service Desk solving and how is that benefiting you?** The solution allows us to be more efficient than we might otherwise be, and its user interface and features are far better than the previous ticket systems I have used. We can simply show our colleagues in the business which services we provide to them, under what conditions, and at what cost. ### 12. Servicedesk review **Rating:** 4.0/5.0 stars **Reviewed by:** Damián B. | System Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** May 23, 2022 **What do you like best about ALVAO Service Desk?** I like the best that application can be customized, for example, you can create your own custom forms or edit document numbering. **What do you dislike about ALVAO Service Desk?** I dislike that with application upgrade functionality of custom forms is not guaranteed. **What problems is ALVAO Service Desk solving and how is that benefiting you?** We have problem that some ticket are created as duplicity and also there are issues with custom forms when upgrading to new version. The benefits of Alvao Servicedesk as in any other servicedesk tools are time saving and effective management of tickets, incidents and requests. ### 13. Easy to use product **Rating:** 4.0/5.0 stars **Reviewed by:** Václav C. | Chief Digital Officer (CDO), Mid-Market (51-1000 emp.) **Reviewed Date:** May 31, 2022 **What do you like best about ALVAO Service Desk?** Low barrier to start using. Simple to use, intuitive user interface. Not linked only to IT, usable for different departments/services across the company. **What do you dislike about ALVAO Service Desk?** Limited customizability, due to the product simplicity. **What problems is ALVAO Service Desk solving and how is that benefiting you?** Supporting IT Incidents and Requests, Facility management requests/reporting issues (catering, car rental etc), HR requests. R&D - tracking requests, Production ## ALVAO Service Desk Discussions - [What is ALVAO Service Desk used for?](https://www.g2.com/discussions/what-is-alvao-service-desk-used-for) - [View ALVAO Service Desk pricing details and edition comparison](https://www.g2.com/products/alvao-service-desk/reviews?filters%5Bnps_score%5D%5B%5D=4§ion=pricing&secure%5Bexpires_at%5D=2026-08-14+15%3A54%3A08+-0500&secure%5Bsession_id%5D=f069d42b-05c5-4dfc-bad3-c9e6aedec929&secure%5Btoken%5D=bc31f52b535603d5966fb45b57fd27a2bce0bc05587b44c6b350b9d3b411d682&format=llm_user) ## ALVAO Service Desk Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database - Workflow Management - Knowledge Base Management - Ticket Management - Call Center Management - Queue Management - Inbox Management - Support Ticket Management - Email Management **Administration** - Change Management - Asset Management - Reports & Analytics - IT Asset Management - Knowledge Management - Project Management - Service Level Agreement (SLA) Management - Task Management - Service Request Management - Release Management - Configuration Management - Ticket Management - Workflow Management - Problem Management - Incident Management - Contract/License Management - Support Ticket Management - Knowledge Base Management - Capacity Management - Availability Management - Inventory Management **Monitoring** - Constant Monitoring - Timely Alerts - TIcket Accuracy - AI Monitoring - Mobile Alerts - Email Alerts - Real-Time Monitoring - Real-Time Notifications **Asset Inventory** - Hardware Asset Inventory - Software Asset Inventory - Cloud Asset Inventory - Mobile Asset Inventory - Asset Discovery **Functionality** - Software inventory and lifecycle management - License entitlement and usage management - Vendor management and compliance - Automated end user license provisioning - Approved app catalogue - Customized alerts **Agentic AI - Software Asset Management Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration - Real-Time Notifications **Analysis** - Threat Detection **Service Desk** - Help Desk - Incident Reports - Process Workflow - Customizable Reports **Management Tools** - Ticket Assignment - Standardization - Lifecycle Visualization **Risk assessment** - Shadow IT detection - Software vulnerability assessment - Redundant software functionality identification **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Generative AI** - AI Text Generation - AI Text Generation - Generative AI **Reporting** - Dashboards - Time Tracking - Surveys - Activity Tracking **Platform** - Unified Communications Platform - Remote Access - ITIL Policy Compliance - Asset Tracking - IT Knowledge Management - IT Asset Management - Activity Tracking **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation - Real-Time Reporting **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - IT Asset Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access - Mobile Access **Security** - Endpoint Protection - Patch Management - Disaster Recovery - Service Management - Workflow Management - Remote Monitoring & Management - Configuration Management - Task Management - License Management - Capacity Management - Compliance Management - Service Level Agreement (SLA) Management - Incident Management **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations **Agentic AI - Incident Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations - Multi-Language **Additional Functionality** - Alerts/Notifications - Forms Management - Safety Incident Management - Compliance Management - OSHA Compliance - Task Management - Single Sign On - AI Copilot - Disaster Recovery - Document Management - API - Multi-Channel Communication - Customizable Templates - Real-Time Reporting - Corrective and Preventive Actions (CAPA) - Activity Dashboard - Issue Management - Communications Management - Audit Trail - IT Incident Management - Audit Management - Event Logs - Risk Analysis - Workflow Management - Risk Assessment - Incident Reporting - Self Service Portal - Customizable Reports - Ticket Management - Service Level Agreement (SLA) Management - Reminders - On Call Scheduling - Investigation Management - Maintenance Scheduling - Status Tracking **Additional Functionality** - Project Management - Procurement Management - CMDB - AI Copilot - Generative AI - IT Risk Management - Service Catalog - Inventory Management - Surveys & Feedback - Chat/Messaging - Change Management - Reporting & Statistics - Task Management - Email Templates - Benchmarking - Localization Automation - Real-Time Reporting - Customer Support - Scheduled/Automated Reports - Alerts/Escalation - Release & Deployment - Email Management - Contract/License Management - Workflow Management - Problem Management - Analytics - Service Level Agreement (SLA) Management - Configuration Management - API - IT Asset Management - Remote Access/Control - Live Chat - Customizable Reports - Incident Management - Asset Lifecycle Management - Support Ticket Management - Customizable Templates - Customizable Branding **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice - Video Chat **Agentic AI - Enterprise IT Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - AI/Machine Learning - Third-Party Integrations **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations - Resource Allocation & Planning - Multi-Language **Additional Functionality** - Prioritization - Service History - Client Portal - Customizable Forms - AI Copilot - API - Service Catalog - Real-Time Notifications - SSL Security - Activity Dashboard - Real-Time Monitoring - Generative AI - Surveys & Feedback - Drag & Drop - Self Service Portal - Alerts/Notifications - Automated Responses - Customizable Branding - Customizable Templates - Support Ticket Tracking - Automated Routing - Macros/Templated Responses - Collaboration Tools - Multi-Channel Communication - Reporting & Statistics - Customizable Fields - Activity Tracking - Search - Alerts/Escalation - Access Controls/Permissions - Dashboard Creation - Remote Access & Monitoring - Asset Tracking - Chat/Messaging - Approval Process Control - Audit Trail **Additional Functionality** - Audit Trail - Single Sign On - Security Tools - Server Monitoring - Generative AI - Self Service Portal - Event Logs - Maintenance Scheduling - Data Import/Export - Personalization and Recommendation - AI Copilot - IT Reporting - Alerts/Notifications - Access Controls/Permissions - Issue Auditing - Dashboard - API - Real-Time Notifications - Real-Time Monitoring - Workflow Automation **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Third-Party Integrations - Reporting - Activity Dashboard - Mobile Access **Management** - Central Dashboard - Asset Policy Management - Risk Management - Integrations - User Management - Support Ticket Management - Requisition Management - Inventory Management - Email Management - Maintenance Management - Workflow Management - Problem Management - Service Level Agreement (SLA) Management - Supplier Management - Procurement Management - Knowledge Base Management - Task Management - Change Management - Incident Management - Contract/License Management - Audit Management - Configuration Management **Additional Functionality** - Automated Routing - Chatbot - Reporting & Statistics - Autoresponders - AI Copilot - Real-Time Monitoring - CRM - Gamification - Conversation Intelligence - Customizable Fields - Surveys & Feedback - Key Performance Indicators - Collaboration Tools - Multi-Channel Communication - Voice Recognition - Live Chat - Task Automation - IVR - Language Detection - Multiple Data Sources - Predictive Analytics - API - Alerts/Escalation - Data Security - Interaction Tracking - Prioritization - Secure Data Storage - Macros/Templated Responses - Performance Metrics - Single Sign On - Mobile App - Reporting/Analytics - Access Controls/Permissions - Email Templates - Real-Time Notifications - Automated Responses - Data Import/Export - Personalization - Workflow Automation **Additional Functionality** - Cost Tracking - Access Controls/Permissions - Prioritization - Customizable Fields - Data Import/Export - Asset Tracking - Customizable Branding - API - Alerts/Notifications - Reporting/Analytics - Barcode/Ticket Scanning - Monitoring - Customizable Forms - Compliance Tracking - Data Visualization - Audit Trail - AI Copilot - Self Service Portal - Customizable Reports ## Top ALVAO Service Desk Alternatives - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (966 reviews) - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,305 reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - 4.5/5.0 (1,829 reviews)