Harmony Reviews & Product Details

It's easy of use to build workflows (copilot), the agentic AI features and the integrations with our tech stack such as Okta, Slack and Active Directory etc. It acts like a first line member of staff, which is great when you have such a small team to deal with everyday issues. The AI agent deals with most of our issues flawlessly, completing requests almost instantly. The support from the Harmony team has also been incredible whilst onboarding us. Even when the platform doesn't quite have what we require, after a short amount of time, the team manage to find a solution and build something that fits for us. Review collected by and hosted on G2.com.

There's not much to dislike about Harmony. Sometimes the layout of the menus or options can be a little awkward such as options not being where you think they should be. However, the team are actively working on this to make the UI more intuitive. Review collected by and hosted on G2.com.

What I love about Harmony is that it brings everything IT needs into one place. It handles Tier 1 requests, saves a significant amount of time, manages inventory, and is flexible and highly customizable to fit our specific needs. It's clear that the team has invested significant time in research to truly understand IT's biggest pain points and develop solutions that address them. Review collected by and hosted on G2.com.

As with any AI solution, Harmony can sometimes misunderstand an issue, suggest an incorrect solution, or get confused between different knowledge articles. However, this doesn't happen often, and when it does, we can teach Harmony the correct solution and improve its responses for the future. Review collected by and hosted on G2.com.

Having quick access to an overview of a user's assets, work details, and all of their tickets in one place. It's very convenient and helps me be more productive Review collected by and hosted on G2.com.

Not being able to go back to the previous page I was on if it's in a different section. For example: If I go to a person's overview page in the "People" section then click on their tickets, I can't just go back to their page from the ticket.

I would prefer if agents, workflows, and Applications had the option to be more granular and specific Review collected by and hosted on G2.com.

One of the few truly agentic ITSM solutions I’ve seen on the market after reviewing several. It was easy to set up and deploy to production very quickly. It replaced an archaic ITSM we had, and in less than six months we achieved cross-company adoption. Review collected by and hosted on G2.com.

The platform still feels early in its lifecycle, and it’s missing a few basic features I’d like to see, such as a knowledge base. Review collected by and hosted on G2.com.

The support the Harmony team has provided throughout the entire implementation has been invaluable. Review collected by and hosted on G2.com.

Honestly, I haven't had any complaints or anything I've been unhappy with. Harmony adapted to our company's needs. Review collected by and hosted on G2.com.

I like that Harmony puts everything under one roof and includes extra functionality like JIT and automation. It has a really high attention to detail and solves problems I didn’t even realize I had. I’ve found useful features I didn’t know were available, like the uptime monitor for our SaaS applications. The workflow builder is really good for building custom agents and lets me easily turn ideas and automations into reality. The AI answers very fast and has a wide breadth of knowledge across IT areas. Setup was pretty easy, and they were very helpful with it. Review collected by and hosted on G2.com.

I find the asset management system fine, but it’s not the best in the industry. It’s good enough for most people. Review collected by and hosted on G2.com.

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.

The AI service agent’s capabilities—how it answers and behaves—are very impressive. Review collected by and hosted on G2.com.

In the Applications view section, the filters don’t work correctly, which leads to unreliable information being shown. Review collected by and hosted on G2.com.

The automation features save us a ton of time on routine tickets, and support has been quick to help whenever we needed it. Review collected by and hosted on G2.com.

Nothing major so far. If I had to nitpick, a built-in knowledge base similar to Confluence would be a nice addition, but that's more of a wishlist item than an actual problem I've run into. 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.