The ease of not only configuration and deployment of SysAid, but also the ease which the end users are able to use it is wonderful. Review collected by and hosted on G2.com.
Some of the initial modules were difficult to understand, like in the areas of network scanning. Review collected by and hosted on G2.com.
No matter how small you think your organization is, it is never "too small" to use a help desk management suite. SysAid is going to help you organize your trouble-tickets, and allow you to build a database of good information to handle future issues. Review collected by and hosted on G2.com.
Business problems solved from the get go, was not having an inbox flooded with emails of people needing support. Also, the overlap of work was also eliminated, as you can see who actually has done the work. Review collected by and hosted on G2.com.
Freshdesk is a cloud-based helpdesk software that streamlines customer conversations across multiple channels including email & phone. It enables faster collaboration with you
Everything about FreshDesk is so easy and user-friendly. Implementing FreshDesk made a huge impact on our business. I don’t know how we managed without it.
Setting up the portal is so simple, and the agent portal is very intuitive. Designing basic workflows with Dispatch’r and customising notification e-mails was borderline addictive.
The customer service is like nothing I’ve ever experienced, rapid responses packed with useful information and friendly and helpful staff Review collected by and hosted on G2.com.
We trialled this product on the free package and were caught offguard by the inability to whitelist the email notifications. Fortunately we were able to resolve this very quickly. Review collected by and hosted on G2.com.
Do it. Do it. Do it Review collected by and hosted on G2.com.
The way we use FreshDesk is slightly unorthodox. Our consultants request invoices to be raised by our invoicing team through the ticket system. We get to monitor response times and individual KPIs on our invoicing team and our consultants get the peace of mind of being able to track their ticket progress Review collected by and hosted on G2.com.
Freshservice is an easy to use IT service desk and ITSM solution designed using ITIL best practices that enables organizations to focus on exceptional service delivery.
The solution is very easy to use. The support team is easily reachable and they are able to solve most of the requirements thru the chat tool, Review collected by and hosted on G2.com.
Reports are a little bit complex to use sometimes if you try to personalize them. They are working with the Analytics tools which seems to be more flexible Review collected by and hosted on G2.com.
1. Tickets flow control. We can track the ticket generated by our users
2. Escalations of the tickets is easy for the agents
3. Time resolving has been lowed down since it is easy to monitor the status
4. We can attend faster the most urgent requirements since the tool lets define what will be the most important requirements
5. The reports let you track the agents performance, so we can focus to improve it when it is needed.
6. Time response for the business is becoming faster. Review collected by and hosted on G2.com.
We had issues with a similar company that would filter out emails from our customers. We are happy that LiveAgent uses a different spam filter so we can now get all of our customer's emails. Review collected by and hosted on G2.com.
This is a small thing, but I feel like LiveAgent doesn't have the cleanest looking setup. But it functions the way we need it to so it's ok! Review collected by and hosted on G2.com.
If you're considering LiveAgent, my advice is to take the time to figure out how to implement the features they have. It's not super intuitive for some of them, but it makes the service more worth it if you take the time to figure it out. Review collected by and hosted on G2.com.
We had issues with a past company that marked our domains as spam so we couldn't get all of our customer's correspondence. LiveAgent has corrected that issue for us. We've also liked using the auto reply for times we are out of the office. Review collected by and hosted on G2.com.
SolarWinds Service Desk is an IT and Employee Service Management solution that helps you redefine employee service experiences in seamless, smart, and meaningful ways.
Service Desk has a service catalog that is so simple to setup, yet extremely effective. They also have one of the most responsive customer support teams I have been around. I have thrown a variety of questions at them and they have always answered me within minutes, regardless of the nature of question. They have been transparent and honest about their product and that has been super helpful in guiding my users to solutions Review collected by and hosted on G2.com.
The reporting function in Service Desk needs a good deal of rework, to include more reports. Another thought to consider is a BI function built into Service Desk or to create your own reports in a BI tool like Crystal Reports or Power BI. I firmly believe that this is something that can definitely be achieved by SolarWinds. Review collected by and hosted on G2.com.
Make sure you are aware of the reporting limitations. Review collected by and hosted on G2.com.
One of the problems we are solving with service desk is knowledge base lacking. Our IT team is spread across nine states, so Service Desk's Knowledge base has been so helpful with helping us get information to everyone in a clear and concise manner. Review collected by and hosted on G2.com.
It fits perfectly with my work system, and jelps us to focus on two main approaches, customer service and further enchance our product, raising the quality of service we offer in relation to our customers to another level. It provides us with incredible tools that allow us to optimize all our work, both individually and in groups, setting up a collaborative work thanks to a chat with real-time messaging and the transfer of files in a simple way. It allows us to automate various CRM processes, billing, project management, documents, including viewing the client's profile, with comments, chats and subscription reports. One of the things that we like the most is to be able to analyze the different complaints, problems or comments that our clients may have through the collection of data with forms, in order to take care of each case in particular and attend to all the doubts they have. It encompasses and systematizes all the worh so that each action is quick and easy. It enhances the messaging system, so that there is always a correct flow of the message, it is possible to manage telephone calls, chats in networks and record them or keep them in a waiting queue if necessary. Review collected by and hosted on G2.com.
So far the whole system has seemed comfortable to me, each tool is a ideal to perform every function I need, however, I would like ther to be more customization features where it is possible to adjust the color and design so that the experience is much more comforting. Review collected by and hosted on G2.com.
Improve your relationship with customers thanks to Zoho Desk, with great functions and automation of all work. Review collected by and hosted on G2.com.
We doubled the benefits we previosly obtained by paying attention to what our clients need, thans to Zoho Desk that allows us to focus on the smallest things, as well as automate various functions of billing, claims assistance, as well as manage our work time thanks to the different organizational and planning functions of business tasks. Communication is vital for our company, where all team members can work collaboratively, by achieving these results our effort will be reflected in the satisfaction of our customers, improving our service and treatment of each of them, the business relationship encourages strong ties and excellent results. Review collected by and hosted on G2.com.
Streamlines inbounds easily, making it so the incoming leads are digestible and manageable Review collected by and hosted on G2.com.
You cant turn off the alert sounds (in my knowledge) Review collected by and hosted on G2.com.
High volume inbound traddic. It disperses the responsibilty in an effective way Review collected by and hosted on G2.com.
Provide customer support by email, social media, voice, and mobile phone with complete data reporting, TRUSTe certification, and 90+ integrations.
The back end management system is extremely user friendly and takes little to no previous training to figure out. You are also able to download the app to your phone for on-the-go customer support when not in the office. This is extremely useful and helps us maintain 24 hour support as best as possible. Review collected by and hosted on G2.com.
I dislike that when responding to a chat, if the person gets off the website, your message gets erased. Then when they jump back on your website, you have to restart typing that message from the beginning. It would be helpful if the message didn't get erased and we were able to continue the message as the customer jumped back on. Review collected by and hosted on G2.com.
We are better connecting with our customers and answering questions they may not be able to find the answers for. We are providing fast and reliable support through Zendesk Chat. We are improving our conversion rate with chat as we are able to quickly respond to any potential roadblocks in the sales process. Customers are happy with our high level of support and keep coming back when looking for products in our industry. Review collected by and hosted on G2.com.
It is our main foundation in terms of online support and attention, with which we support and forge our sales process. Since we implemented it to the company's system, it has provided us with very remarkable benefits, with which we offer better interaction with customers, in addition to this it allows us to have total control of the functions, to adapt it to our way of working. Its interface allows us to understand where our clients need help, and allows us to communicate better without a large investment of time. Both of these features help us provide better customer service. Review collected by and hosted on G2.com.
The interface is not the most sympathetic and innovative, some other options of its kind are more innovative and more modern, this makes it look a bit outdated because it is visually outdated for us it does not turn out to be something very important, because the interest is focused on the functions and results we obtain with this software, which were the main reason and motivation for integrating it into our company, and since then it has not disappointed us, it has given us the results we expect. Review collected by and hosted on G2.com.
It is a potential software for any company, thanks to its adaptability, with which it is possible to implement it very easily on the web server of your choice, allowing you to use an installation with a pre-designed configuration that can be done with just a few few very simple steps. It is very flexible, it can be customized quickly with step-by-step guides and assistants, which does not require high technical knowledge to do it, and therefore any member of the staff can do it. Review collected by and hosted on G2.com.
We strengthen the privacy security of consumer-related data, allowing us to archive it so that it remains on the server, which is truly difficult. We do not deserve to work with cookies to detect masked IP addresses, ensuring that they comply with the necessary data security and privacy regulations. Review collected by and hosted on G2.com.
I think it is the perfect tool for teams that have to deal with common clients, but that at the same time need to assign some specific messages to different teammates. It offers a very simple system of email assignments that makes the process quite fast. Also, the are a lot of shortcuts, which allows to work more efficiently, and the system of tags works very well too. Finally, it has a feature that lets you see, as a sender, if the client/candidate opened and saw the message. Review collected by and hosted on G2.com.
I should allow the company that uses Front to collect more data about how Front is being used: number of received or sent emails, by whom, under which categories, weekly reports... So an improved metrics system. Also, it should fix the problem of automatically leaving as open an email when you click on it, as it can cause the accidental loss of important info Review collected by and hosted on G2.com.
It helps you a lot if your main need is dealing with great amounts of clients or providers, as it helps you managing high volumes of messages. It also improves the coordination between teams and teammates. Review collected by and hosted on G2.com.
I like the ability to comment to others in my group before generating an answer to the user, as well as the feature that alerts you if someone else is already responding. Review collected by and hosted on G2.com.
Occasionally a little flaky with respect to multiple personal gmail accounts. Review collected by and hosted on G2.com.
Avoiding multiple people working on the same problem. Review collected by and hosted on G2.com.
The cost of this product is what guided me to try Splashtop. After using Splashtop, I was sold on the price and how easy it was to set up and use not only for myself but for my customers.
I compared some of the other competitors. Some of their setups were more involved in the beginning and this wouldn't be easy for some of my non-technical customers. Review collected by and hosted on G2.com.
The only feedback would be when you remote into a computer and if we can make the background go black to increase performance. Some users have a very high detail background when your RDP using Splashtop and this can slow down mouse movement and refresh rate. Review collected by and hosted on G2.com.
In the past with other applications it took more than 15 mins or longer to have a customer install the application and have it working so I can remote in as I am giving them directions over the phone.
With SPaldhtop I just give them the URL and 99percent of the time the user is able to run the Splashtop install under 5 mins. Review collected by and hosted on G2.com.
It helps to have a very important and positive efficiency for my clients because it provides an exclusive support with help desk. It has really determined a logical way to replenish a good service, it works perfectly with a very complete system of tickets and live chat. Review collected by and hosted on G2.com.
I would like the software to be much cheaper, you have more expensive plans than other software from your competition. Review collected by and hosted on G2.com.
A great software that offers an incredible service. Definitely the software has given a good attention to the public, I suggest that they acquire it and can enjoy all its tools to have a great advantage. Review collected by and hosted on G2.com.
The program helps us to have a very clean support and with incredible dynamics, it has really been a great success to grant an experience that intensifies the way of getting communication and resolution of doubts to important clients. It justifies the quality and time in several sequences in the help desk, the company is satisfied. Review collected by and hosted on G2.com.
HubSpot Service Hub is customer service software that makes it easy to manage and connect with customers, and truly help them succeed. You’ll make customers happier, keep them
I like that I'm able to integrate the knowledge base articles and chat bot on my help center website. I like being able to support different ticketing pipelines. I enjoy the fact that tickets are associated with company records which helps give a 360 of how a customer is doing. Review collected by and hosted on G2.com.
I don't like the separation of the chatflows from the ticketing pipelines, it's not easy to tell when a new chat is in, even with the notifications. I don't like that I can't precisely pinpoint who I want to send a survey to without several filters, and even when I add the right filters I still might get a list with 0 records. I think the service hub is missing a customer success component. Review collected by and hosted on G2.com.
Hubspot service hub is helping us keep track of customer service requests, feature requests, and bug tickets. It's helping us organize customer information and customer feedback all in one place. Review collected by and hosted on G2.com.
Working with Hornbill to design and implement our new ITSM system has been a great experience. The combination of having experts on hand, and a system that's capable of incredibly powerful features yet straightforward to design and configure results in the implementation of a truly valuable tool. Review collected by and hosted on G2.com.
There's almost too much that you can configure! Review collected by and hosted on G2.com.
Pay close attention to what your product specialist is telling you! Review collected by and hosted on G2.com.
Our previous system was no longer fit for purpose. Service Manager has allows us to handle incidents and service requests in a much more streamlined way. The ability to add colleagues as members to calls and chat to each other within the system have facilitated collaboration enormously. The ease of creating and switching between different views of the requests has made it so much easier to see what's going on at any given time. There have been some unanticipated benefits - for example the fact that it is browser-based and can therefore be run in 'dark mode' has made a couple of our team's lives a lot easier. We're also just running an early adoption scheme for Self-Service and so far getting great feedback from our customers. Review collected by and hosted on G2.com.
It integrates with SSO's and the users can instantly start sending tickets. The control and management of tickets is easy and intuitive. Central admin user can create graphs and ticket logs. The remote control support is included and it makes easy to manage users computer if demanded.This software is very useful when you have many users in you company and they need to be attended as soon as possible. Review collected by and hosted on G2.com.
The search engine can be hard to set the filters. The initial configuration can take some time. Review collected by and hosted on G2.com.
This cloud based web service can help you administer yout tickets in a timely manner and remote users control for a support making it a powerful tool and a time saver. Review collected by and hosted on G2.com.
It controlls pratically all of you company's ticket, and makes it easy to handle the issues in a timely manner. It saves time as being e centralized informations system for attendance. Review collected by and hosted on G2.com.
They have a chat, but only when it actually works or you are able to login. I have many complaints from clients clicking links in the email and they cant reply to us, or when we reply it show email sent but customers never received it. Review collected by and hosted on G2.com.
Pretty much that it doesn't work, idea is great but cost us a-lot of revenue, and their support is never helpful and only available in russian business hours. They have agressive billing practice if your card decline one time you loose total access unheard of. But bigger issue the confusion their flawed platform gives our customers or leads, that cost us a lot of money. So i dislike no support, products breaks, not customer centric more you pay we dont care attitude and excuses... No integrations not even Zapier do i need to keep going no, waste of time. Advice choose another vendor Review collected by and hosted on G2.com.
Talking to customers and leads on our website and inside the app, but they failed to deliver keeps breaking their system. Review collected by and hosted on G2.com.
What do I like the most about atSpoke? the fact that it is simple and easy to use, which allows me to perform all my tasks and activities in a fairly efficient way, the fact that your customer service team accompany you throughout the learning process turns out to be a great attraction that we helps to greatly reduce any communication problem that may arise while using this application, the ease with which I can perform my tasks is quite surprising, so in short I recommend this application to everyone who wants to simplify a large number of processes, the fact that it allows me to configure automatic responses to the most frequent questions that are made within the office is a great help, they have no idea how many times a day we can receive questions such as: "how can I use my wifi printer? " or "what is the Wi-Fi password?", with this I get rid of a huge headache. Review collected by and hosted on G2.com.
The fact that the software is relatively new means that not all its functionalities are 100%, it is understood that they are still in the process of improvement, however I would like to be able to use all the functionalities once I use the application without having to wait for each update to come out to test it in its entirety Review collected by and hosted on G2.com.
It has been of great help to me to manage and simplify the most common questions and answers that come to the human resources department in such a way that we do not have to waste time answering a large number of similar questions, when we can program everything to be answered automatically through our bot, allowing us to obtain more time in the execution of other similar activities. Review collected by and hosted on G2.com.
The feature I like the most is the ability of sending images and files to clients with ease. Clients can look up old tickets, enter new ones, exchange files and, review Knowledge base articles. The other advantage is that is web based. You can log in from almost anywhere. In addition, there is a mobile app for the product! The Dashboard is easy to use. You can plug and play many views which I use daily. Review collected by and hosted on G2.com.
The only downside is any ticket that gets lots of responses back and forth. It can take a while to view all responses when it get large like 100 + replies/responses. I can't think of anything bad to say. I really find this an awesome application!! Review collected by and hosted on G2.com.
We use Team Support to communicate clients on new issues as well as enhancements they request to our products. When a client replies, everyone from our team can see the reply. This makes it easy to help members from our team that are busy or on PTO by replying to those replies. Benefits are that clients can search old ticket history for common problems! Additionally, it is very easy to add new Knowledge Base articles as well edit old ones. When me move another support ticket system, learning this one did not take lone at all! l Review collected by and hosted on G2.com.
Built on Atlassian’s Jira, Jira Service Desk delivers an effortless service experience, adapts to your needs, with set up time and pricing at a fraction of competitors.
I want to recommend this solution, not only for being excellent, but for its great technical support service, there is also a lot of specific documentation
Easy use for end user since its interface is very simple and minimalist, so adoption is quicky
Besides, I have a view of all the tasks in my organization.
In these times where the work mode is changing to a telework position it is important to be able to have a correct management of the team's tasks.
There is a plus that is a good option to adapt easily with other tools that have different purposes. In my case, I am testing the integration with Trello to be able to exploit and have a control panel with tasks and indicators. Review collected by and hosted on G2.com.
The solution is very good and at the moment we have not encountered problems, I can only add that at the time of implementationIn, we need time for an correct flow and other issue, recieve a lot of email for an job order (need work for this). Review collected by and hosted on G2.com.
If you need a solution efficient and effective, this is! Review collected by and hosted on G2.com.
With this solution, I have control of my tasks and management indicators.
Something positive that you can generate different models in projects to order in the management
Another issue is to culturally change users so that every request is loaded on the platform. The good thing about this tool is its simplicity and that helps to achieve this goal. Review collected by and hosted on G2.com.