UI

Verified User in Information Technology and Services

Mid-Market (51-1000 emp.)

8/14/2023

"The most user friendly and easy to navigate ServiceDesk !"

5/5

What do you like best about Wolken Service Desk?

Wolken ServcieDesk is loaded with features like omnichannel support, knowledge base, reports and analysis, and it helps us keep our customers satisfied and happy. Review collected by and hosted on G2.com.

What do you dislike about Wolken Service Desk?

There is nothing to dislike about the product. Review collected by and hosted on G2.com.

CI

Verified User in Information Technology and Services

Enterprise (> 1000 emp.)

7/20/2022

"Excellent service support"

4.5/5

What do you like best about Wolken Service Desk?

Good solution for ticketing service for incident management with service level agreements.It is good for business units in online service companies, software product companies, for their issues in product and for betterment of products companies can use the ticketing tool in tracking issues solving it within the time. Review collected by and hosted on G2.com.

What do you dislike about Wolken Service Desk?

Need to do better in interface in UI to use in using the tool in daily ticket solving by IT engineers. Review collected by and hosted on G2.com.

DH

D'ondra H.

ESL Online Teacher

Small-Business (50 or fewer emp.)

8/8/2022

"Very Helpful"

5/5

What do you like best about Wolken Service Desk?

Jen helped me connect my Zapier to my account. Very responsive and quick! Review collected by and hosted on G2.com.

What do you dislike about Wolken Service Desk?

I didn't dislike anything, everythig was great Review collected by and hosted on G2.com.

DS

Dipak S.

Head Customer Support

Mid-Market (51-1000 emp.)

4/17/2022

"Awsome Platform"

3.5/5

What do you like best about Wolken Service Desk?

Best application for ticketing Solutions Review collected by and hosted on G2.com.

What do you dislike about Wolken Service Desk?

So far its good experience and Need to work on Service desk performance Review collected by and hosted on G2.com.

CB

Cristian B.

Senior Software Development Manager

Mid-Market (51-1000 emp.)

1/31/2019

"Gets the job done"

3/5

What do you like best about Wolken Service Desk?

Wolken Service Desk is a complex tool that gives a company the ability to manage the requests for IT from the employee, as well as incidents, configuration changes, service level agreements. For each kind of ticket you can have custom flows, different team for assignees and different SLA.

Personally I find it very convenient to interact with the tool via email for communicating with the IT engineer assigned to fix the problem. Review collected by and hosted on G2.com.

What do you dislike about Wolken Service Desk?

The biggest pain with Wolken Service Desk is its User Interface to manage helpdesk tickets by an IT engineer but also for users. It is ugly, hard to use, not intuitive as well. Anyone that needs to use this tool will need training. That is a big negative in these days when software making companies are trying to deliver outstanding user experience and usability in the UI when selling software. Review collected by and hosted on G2.com.

Recommendations to others considering Wolken Service Desk:

Wolken Service Desk gets the job done. It gives you the ability to manage all kinds of IT requests in an extremely customizable system and also to manage the Service Level Agreements that you may have with your IT services provider(if externalized).

Our users are using this tool 99% via email, meaning creating and adding comments just by sending email which proved to be very convenient. Review collected by and hosted on G2.com.

What problems is Wolken Service Desk solving and how is that benefiting you?

We are using Wolken Service Desk in the whole company for IT helpdesk tickets management including service requests, change requests, configuration management, SLA management. Having externalized the IT service, having a tool that covers all these and allows us to manage SLA, becomes very useful. Review collected by and hosted on G2.com.