Email Ticketing Software

What I dislike about ServiceNow IT Service Management is that it can feel bureaucratic and overhead‑heavy once ticket volumes grow, with a strong emphasis on frequent status updates and compliance rather than resolution speed. This is evident from repeated internal reminders asking teams to review queues daily and update tickets every alternate business day, which creates administrative burden and constant follow‑ups, especially when incidents are long‑running or dependent on other systems or teams. ServiceNow also tends to expose process gaps rather than hide them—tickets can remain open for weeks due to unclear ownership, cross‑team dependencies, or missing information, leading to visible backlogs and escalation pressure, as seen in recurring Finance and SAP incident summaries. In addition, while automation is improving, many workflows still rely on manual judgment and user discipline, meaning the tool works best only when everyone strictly follows the process, which can be frustrating in fast‑moving scenarios Review collected by and hosted on G2.com.

ServiceNow IT Service Management is solving the fundamental problem of unstructured IT work and lack of accountability by centralizing incidents and service requests into a single, SLA‑driven system of action. Instead of issues being tracked through emails or chats, ServiceNow ensures every request is logged, prioritized, owned, and auditable end to end, with clear status visibility and consistent communication. For me, this means fewer missed requests, less ambiguity around ownership, and a reliable way to track progress and escalations, especially in high‑volume SAP and Finance environments. The automation built into workflows—such as routing, approvals, and automatic status updates—reduces manual follow‑ups and improves resolution speed, while integrations with tools like Jira help bridge incident handling with delivery work when fixes or enhancements are required. Overall, ServiceNow benefits me by bringing structure, transparency, and predictability to IT support, even when issues span multiple teams and systems. Review collected by and hosted on G2.com.

The biggest downside is that the platform can feel a little overwhelming for new users, since it offers so many features and customization options. The initial setup and configuration can take a while, and some of the more advanced workflows require technical know-how to manage effectively. Review collected by and hosted on G2.com.

Agentforce Service is helping us manage customer support requests in a more organized and efficient way. It has improved case tracking, strengthened team collaboration, and sped up response times, while also reducing manual work through automation. As a result, our productivity has increased and we’re able to deliver a better overall experience for customers. Review collected by and hosted on G2.com.

One limitation in my experience was that I didn’t have enough time to fully explore all of Zoho Desk’s advanced capabilities. The platform offers a wide range of features, integrations, and automation options, so there’s a real learning curve before you can evaluate everything in depth.

At first, some parts of the interface and the configuration process can feel overwhelming, especially when you start working with more advanced workflows and customization settings. Because of that, teams may need extra time to understand the setup and take full advantage of all the available functionality.

That said, the features I did use worked well overall, and the platform showed strong potential for improving support operations and keeping workflows better organized. Review collected by and hosted on G2.com.

Zoho Desk helps centralize customer support operations and organize communication workflows in a more structured way. Instead of handling requests across multiple disconnected channels, the platform makes it easier to manage tickets, track conversations, assign responsibilities, and monitor response times from a single place.

One of the biggest benefits has been improved visibility into support activity and task ownership. Features like ticket categorization, automation rules, and SLA management help reduce manual coordination and make day-to-day operations more efficient.

The platform also helps streamline workflows by automating repetitive tasks such as ticket assignment, notifications, and status updates. This reduces operational overhead and allows teams to focus more on resolving issues rather than managing processes manually.

Another benefit is the integration capability with other tools and services, which improves collaboration between support, operations, and customer management processes.

Although I did not have enough time to fully explore every advanced feature, the platform already demonstrated clear value in improving organization, workflow consistency, and overall support management efficiency. Review collected by and hosted on G2.com.

I have raised it earlier as well with Zendesk support, that their Zendesk Talk feature needs improvement in a few areas to help managers have better visibility. In my opinion Zendesk Talk feature lacks to offer below- It does not show for how long an agent is sitting idle with no calls, Improper calls distribution, as sometimes a few agents get comparatively more calls with no reason provided, No real time monitoring is available for Zendesk Talk agents logged in. Review collected by and hosted on G2.com.

I use Zendesk to centralize customer queries from multiple marketplaces, making the process smooth and efficient. Its generative AI and Explore features help answer queries without live agents and customize dashboards, saving me hours and improving customer service. Review collected by and hosted on G2.com.

What I dislike most about Atera is that some of its more advanced features still feel less mature than those in larger, enterprise-focused RMM platforms. Reporting and analytics have improved over time, but they can still feel limiting when you need highly customized dashboards or deeper business insights.

The PSA module is convenient because everything is integrated, but certain workflows and automations aren’t as flexible as they are in dedicated PSA solutions. Ticketing can also become cumbersome in more structured service desk environments.

Patch management is another area that could use improvement, particularly around visibility and consistency in larger or more complex environments. At times, troubleshooting automation failures or agent-related issues requires more manual intervention than I would expect.

Mac management also lags well behind the Windows experience. Feature parity isn’t there yet: monitoring, scripting, patching, and device management for macOS feel more limited and less reliable than on Windows endpoints. For MSPs supporting mixed environments, this creates operational inconsistencies and often means relying on additional tools to properly manage Apple devices.

Finally, while the platform evolves quickly, some UI changes and new features can feel like they’re released before being fully refined. Review collected by and hosted on G2.com.

Atera helps centralize and simplify day-to-day MSP operations by bringing RMM, PSA, remote access, patch management, monitoring, and billing together in a single platform. Rather than juggling multiple disconnected tools, technicians can work from one interface, which boosts efficiency and helps reduce operational overhead.

The biggest benefit for me is the time saved through automation. Automated monitoring, patching, alerting, and scripting cut down on repetitive manual tasks and let the team focus more on higher-value work and customer support. Having centralized visibility across all client environments also makes it easier to spot issues proactively before they become critical.

The per-technician pricing model is another major advantage, since it supports growth without worrying about endpoint-based cost increases. That makes scaling more predictable and financially sustainable for an MSP.

Atera also helps improve response times and the overall customer experience by streamlining ticket management and remote support, enabling faster troubleshooting and quicker resolution for end users. Review collected by and hosted on G2.com.

While it is easy to use, some advanced automations and AI Features and integrations usually under high end pricing plans, which increased costs as our business was growing.

Sometimes the platform felt slow when handling large ticket volumes, and some UI sections required too many clicks to complete simple tasks.

While reporting and analytics are useful, but sometimes lack flexibility for highly customised operational tracking Review collected by and hosted on G2.com.

It helps solve the problem of managing a large volume of tenant communication, tenant requests, and internal coordination in one centralised platform. Instead of handling conversation accross emails, calls and multiple apps, it helped us organize everything into tickets that we could track, through assigning it to different agents, plus it gave us response timelines.

How it benifted us? Well it improved our response time, there was a reduction in missed requested, and there was clarity across operations.

Automations, inegrations and AI assited workflows helped save staff time, improve team productivity, and because of that we have been able to deliver consistent experience for tenants, while supporting our property management operations. Review collected by and hosted on G2.com.

Notion sync isn’t real time. New pages take a while to be searchable by the agent. If we ship a fresh runbook in the morning the AI doesn’t know about it until later that day. Review collected by and hosted on G2.com.

it helped me to deploy AI for my entire company and reduce the volume of request my team used to receive Review collected by and hosted on G2.com.

Further integration is always an area to be improved. There are a few areas in the Helpdesk that, if they were more completely customizable, would allow my team to never have to move to any other page in Hubspot while resolving issues. Review collected by and hosted on G2.com.

We have hundreds of support emails coming into our office and have only a couple people on staff who can respond. We're able to respond to 50-100 emails per day (up to 200 during busy times), with consistent messaging by using templates, using only part-time help. Review collected by and hosted on G2.com.

Some reports in the inventory area, especially those related to software, can still evolve. Expanding these analyses would provide a more complete set of information, facilitating the centralization of tools and improving IT asset control. Review collected by and hosted on G2.com.

Milvus has been fundamental for the continuous evolution of my support. Through dashboards, reports, and detailed monitoring of the services, I can identify patterns, map recurring failures, and act more strategically on the root cause of problems. This allows us to move from a merely reactive stance and work on neutralizing recurring incidents, increasing team efficiency, improving SLAs, and enhancing the quality of service provided to users. Review collected by and hosted on G2.com.

Upto now there is no dislike points in the motadata evening is good Review collected by and hosted on G2.com.

The advanced features are whenever the customer is raising any support ticket it will automatically forwarded to the ticketing tools and assing the ticket to the availability engineer

It's reduces the cost of time and works seamlessly Review collected by and hosted on G2.com.

It’s a little hard to get used to when you first install it, so there’s definitely a learning curve. That said, the support is fantastic, so I don’t have any worries. Review collected by and hosted on G2.com.

We needed a system to manage incoming finance requests, such as AP and AR, so they could be automatically assigned and tracked by each individual agent. This system does exactly that, and it also integrates smoothly with our existing O365 environment. Review collected by and hosted on G2.com.

One thing I dislike about Jira Service Management is that it can feel complex to configure and maintain. If the setup is not tailored well, the workflows, permissions, and ticket structure can become harder to manage than they should be.

I also find that some parts of the interface and ticket formatting can feel less smooth than expected, especially when teams want a very simple support experience. In larger setups, it can take quite a bit of effort to keep everything organized and aligned with the process. Review collected by and hosted on G2.com.

Jira Service Management helps solve the problem of scattered support requests by bringing everything into a single, organized workflow. This makes it easier to track issues clearly, cut down on back-and-forth, and ensure requests move through the right steps without getting lost.

It also improves visibility and collaboration across teams. You can quickly see ticket status, move approvals along faster, and automate repetitive tasks, which saves time and lets teams focus on more important work. Review collected by and hosted on G2.com.

Nothing to mention until this time of my usage. Review collected by and hosted on G2.com.

Mainly the ticket/ email/ call handling is very much organised. I get to see who is working on which one that gets rid of the biggest confusion if the ticket is being taken care of or not. One other main thing is that Workflows/Series (as given in Fin) are very simple to create, with all the necessary steps for any sort of task. Also, marketing emails can be blasted to clients which can be templated or customised as our requirement. With all the mentioned features, it really saves my effort that I have to put into them and also saves so much time. I can also get a real-time status on the tickets, calls being transcribed again helps to get the context of the call. Review collected by and hosted on G2.com.

The web interface doesn't always chime when a chat comes in if the tab is not in focus and when you finally do switch to that tab, you get blown up with all the chimes from the chats. I recommended a solution for them to fix. Review collected by and hosted on G2.com.

I really support my customers and am always there for them. This support system makes it super easy. Notifications are instant so I can get in touch with my customer within seconds. Review collected by and hosted on G2.com.

Since CommBox is such a comprehensive and powerful platform with so many features, the initial learning curve can be a bit steep. It takes some time to fully explore every capability and automation available, but once you get the hang of it, the results are definitely worth the effort Review collected by and hosted on G2.com.

Before CommBox, our main challenge was the limitation of our operating hours. We were losing potential leads and leaving customer inquiries unanswered during the night or weekends. As a growing business, we couldn't afford to have a 24/7 live team, but we also couldn't afford to miss those opportunities in a competitive market.

CommBox solved this by providing a robust automated system that handles interactions 24/7. We now capture every single lead, even when our team is offline, ensuring no opportunity slips through the cracks. It has allowed us to scale our operations and improve our Customer Experience. It has honestly made our business more efficient and our brand much stronger. Review collected by and hosted on G2.com.

i have so far not found anything that I dislike about the product Review collected by and hosted on G2.com.

"Wavity Help and Service Desk has eliminated the chaos of scattered requests and slow response times. By centralizing all support tickets in one easy‑to‑use platform, it’s solved the problem of missed or duplicated work. The automation and workflow features ensure issues are routed to the right person immediately, which speeds up resolution and improves accountability. For me, that means less time chasing updates, more time focusing on meaningful work, and a smoother experience for everyone involved. Review collected by and hosted on G2.com.

What I dislike about RingCentral Contact Center is that some administrative and reporting functions feel less intuitive than I would expect, and more advanced customization can require extra setup or support. At times, the interface also feels a bit complex for new users, especially during onboarding, which can make the initial learning curve steeper than it needs to be. Review collected by and hosted on G2.com.

RingCentral Contact Center helps centralize customer communications across multiple channels, which improves agent efficiency and response times. It also gives me clearer visibility into performance through its reporting and analytics. Overall, it benefits me by streamlining customer support operations, cutting down on manual processes, and enhancing the customer experience. Review collected by and hosted on G2.com.

I haven't been able to make the 'automate articles' feature work. I want help adding more content. We need more customization on the format. Review collected by and hosted on G2.com.

I use Worknet to enhance our Help Center, facilitating relevant content discovery and reducing ticket volume with accurate and custom responses. It simplifies translation and content synthesis, elevating user experiences. 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.

Our IT team was constantly buried in repetitive tickets — the kind of stuff that shouldn't require a human at all. Harmony basically took that whole pile off our plate. We're also scaling fast, and manually keeping up with onboarding, access requests, and offboarding just wasn't sustainable anymore. Now it all runs on its own, which means our team can actually focus on things that matter. Review collected by and hosted on G2.com.

There are a few areas in the UI that could feel smoother, especially while switching between modules or updating records quickly. Sometimes pages take an extra second to load when working with larger contact lists, but overall it has not created any serious issues for my daily work. Review collected by and hosted on G2.com.

Before using EngageBay, we were managing leads and follow-ups manually through spreadsheets and emails, which made it easy to miss tasks or delayed responses. Now everything is tracked in one system including deals, calls, notes and follow-ups.

It has helped us respond to leads faster, keep the sales pipeline organized, and maintain better follow-up consistency without needing additional tools. For a growing business it has been practical and easy to manage without a complicated setup. Review collected by and hosted on G2.com.