Help Desk Management System

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Josh H.
Validated Reviewer
Review Source

"Poor performer in a crowded market"

What do you like best?

Allowed us to migrate from our existing HelpSTAR product. We already staff in house with development knowledge for the backend of the product.

What do you dislike?

Requires the use of Silverlight meaning it must be used with Internet Explorer. Search is very slow and counter-intuitive.

Recommendations to others considering the product:

I would definitely consider other products. The market for help desk software is full of competition with many much better providers that have better support.

What problems are you solving with the product? What benefits have you realized?

ServicePRO has been in place a number of years in our company so, the staff is well versed on it's use.

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Jonathan C.
Validated Reviewer
Review Source

"ServicePro Helps Us Meet our Help Desk and Member Needs"

What do you like best?

Service Pro is completely web-based with no desktop client needed. It is responsive and presents a nice interface for both our 50 technicians and our end-users when handling work orders, purchase requests and change management requests.

What do you dislike?

Even though the software is web based, it still requires a small download of helper software on the technician PC to ensure full functionality. This is still much better than the previous HelpStar version of the software. Reporting could also be a little easier in terms of customization but the canned reports cover about 90% of our needs.

What problems are you solving with the product? What benefits have you realized?

Our goal with this software was to improve our business process efficiency in regards to our help desk and ensure greater transparency when servicing our end users. With ServicePro we handle more tickets more quickly and with greater transparency with management and users.

What Service Desk solution do you use?

Thanks for letting us know!

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