Honestly, the biggest thing for us is how much it's cut down on the daily grind for our IT team. Stuff like password resets, app access requests, onboarding and offboarding - it just handles all of that on its own. The knowledge base is something else too, it actually keeps itself updated based on real tickets and interactions, so we're not constantly maintaining it manually. And what really surprised us was the proactive side of things - it catches and fixes issues before anyone even files a ticket. That alone has made a noticeable difference in downtime. great product! Review collected by and hosted on G2.com.

Not a lot not to like honestly. The reporting could be a bit more flexible, but that's really minor in the grand scheme of things. Review collected by and hosted on G2.com.

I like that Harmony frees me up from repetitive manual tasks, so I can focus on the bigger problems that need to be solved and deliver a better IT user experience for our users. Review collected by and hosted on G2.com.

At the moment, there are a few quality-of-life features that would make Harmony even better. For example, it would be really helpful to have a notification system within the Harmony portal that alerts us when a user responds to our tickets. Another simple feature Harmony is missing is the ability to edit a response within a ticket after it’s been posted. Review collected by and hosted on G2.com.

What I like best about Harmony is how it excels across every single category. The UI/UX is extremely intuitive and modern, making daily navigation effortless for our team. Performance-wise, the system is lightning-fast and highly reliable. What truly sets it apart are its seamless integration capabilities with our existing tools and the smart AI features that automate complex tasks and save us hours. Finally, the onboarding process was smooth thanks to their outstanding support team, making the overall pricing and ROI absolutely worth it. It’s a complete, game-changing solution. Review collected by and hosted on G2.com.

The fact that this is new company and not much customers yet Review collected by and hosted on G2.com.

Harmony has made it much simpler to manage employee support across different departments. The AI agents reply quickly to common requests and help keep tickets progressing without the need for constant manual follow-up. I also like how well the request history is organized, since it makes it far easier to track issues and see what’s already been addressed. Overall, the experience feels smooth and straightforward for both end users and admins. Review collected by and hosted on G2.com.

Some of the dashboard widgets feel a bit limited when it comes to customization. We were hoping for more flexibility in how we can arrange and tailor views for different teams. Review collected by and hosted on G2.com.

Harmony holds up well in environments where priorities can shift quickly. Tickets get routed efficiently, and the AI agents help keep small issues from piling up into bigger problems. I also appreciate how easy it is to adjust workflows as business needs change. Overall, the system feels flexible without becoming complicated or hard to manage. Review collected by and hosted on G2.com.

Some advanced settings are buried deeper in the interface than I expected. Once I finally find them, they work well, but the navigation and overall discoverability could definitely be improved. Review collected by and hosted on G2.com.

Harmony helps us stay ahead of issues rather than constantly reacting to them. The AI agents flag recurring problems early and, where possible, automate responses. I also appreciate that workflows can be adjusted without requiring major technical expertise. Overall, it supports a more proactive support environment. Review collected by and hosted on G2.com.

A few integrations required some extra setup steps beyond what we expected. It wasn’t difficult to get through, but a smoother, more streamlined setup process would save time and make the overall experience easier. Review collected by and hosted on G2.com.

I really appreciate how the AI in Harmony steps in to solve employee issues before they reach our team, lightening our load significantly. The clean user interface makes it easy to navigate and filter tasks. I love the automatic assignment feature that evenly distributes issues among the team. The multiple communication channels like Email, Slack, and the Portal are a big benefit. I especially value the AI on Slack, as it effectively solves problems and reduces our workload. Harmony’s setup was fairly easy, and the team was onboarded very quickly. Review collected by and hosted on G2.com.

Scheduled reports can be nice to have for weekly meetings, to discuss the most frequent and common issues and how can mitigate them. Review collected by and hosted on G2.com.

Automation in Harmony feels practical, not overwhelming. The AI agents start adding value right away, especially when handling repetitive internal questions. I also appreciate that we can expand the automation gradually instead of trying to implement everything at once. That step-by-step approach makes it easier to build confidence as we scale our usage. Review collected by and hosted on G2.com.

Some of the configuration settings aren’t immediately intuitive. It took me a little time to figure out how the different automation rules interact with each other, and I had to do some trial and error to get the behavior I wanted. A clearer, more guided setup flow would make the initial configuration easier, especially for new users. Review collected by and hosted on G2.com.

One thing I really appreciate is that Harmony doesn’t need constant tweaking to remain effective. The AI agents keep learning from ongoing activity, so they stay useful over time. We expected we’d have to put more effort into maintaining workflows, but that hasn’t been the case. Overall, it’s been stable and consistent, even as our request volume changes. Review collected by and hosted on G2.com.

Some of the onboarding instructions for first-time admins could be more detailed. We were able to figure things out fairly quickly, but clearer, step-by-step guidance would make the initial setup smoother and reduce setup time even further. Review collected by and hosted on G2.com.

One of the standout features for me is the AI-driven automation. It has been a total game-changer for my daily workflow as an IT professional. The system's ability to automatically resolve recurring manual tickets on its own has significantly lightened my workload.

The bot's level of comprehension is truly impressive. Its ability to accurately understand the user's issue based on their natural language description and then correctly diagnose what isn't working is amazing. Review collected by and hosted on G2.com.

Unfortunately, the product is relatively new and was missing an important Asset Management component. We built it together with the Harmony team, who were very attentive to our needs, but ultimately, it wasn't a pre-built feature in their product yet. As a result, it was a basic Asset Management tool without many of the features we actually needed.

I am sure that they have progressed and evolved since then, and that their Asset Management looks completely different today. Ultimately, they fulfill customer requests as quickly as possible and are growing and developing at a rapid pace. Review collected by and hosted on G2.com.