Email Ticketing Software

I think the licensing cost of having ServiceNow is increasing by each passing day which if clubbed with good deals can be fixed.

The support system from ServiceNow only takes care of the OOB functionalities and very little or no support to customizations.

Which if improved can take ServiceNow experience of customers to another level. Review collected by and hosted on G2.com.

To take care of day to day experiences like raising an Incident if you are facing an issue f.ex. internet not working can be reported through incident and which team is working on it to fix it, if we want to put any additional comments can be taken care of in the same incident form.

similarly to raise a new request for something like ordering a new laptop we can go to service catalog and raise a new request.

There are so many other modules like Problem, Change, knowledge which similarly eases the day to day works of different teams by streamlining the processes. Review collected by and hosted on G2.com.

From a collections specialist point of view at iQor, the frustrations with Salesforce Service Cloud / Agentforce Service usually aren’t about whether it works they’re about how it feels to use under pressure.

One common dislike is how many clicks and layers it can take to do simple things. In collections, speed matters. When you’re trying to log a promise-to-pay, update a disposition, or move to the next account quickly, extra screens and validation steps can feel like they slow the conversation down instead of supporting it. Review collected by and hosted on G2.com.

From a collections specialist perspective at iQor, Salesforce Service Cloud / Agentforce Service is mainly solving the problem of fragmented, messy customer information and slow case handling which is a big deal in collections work. One of the biggest problems it fixes is having customer data scattered across different systems. Before tools like this, you might have billing info in one platform, notes in another, and interaction history somewhere else. Service Cloud pulls that into one place, so when a customer calls about a balance or dispute, you’re not wasting the first few minutes just trying to figure out what’s going on. Review collected by and hosted on G2.com.

The sidebar app occasionally doesn't match an order if the customer emailed from a different address than the one used at checkout, so it still comes up empty for a chunk of tickets and needs a manual lookup anyway. Review collected by and hosted on G2.com.

That one integration probably saved more agent time than anything else we've set up, since order status questions are such a huge chunk of our ticket volume. It's not perfect, mismatched emails still slip through and need the old manual check, but for the majority of tickets it's turned a two-minute lookup into something that's just already there when the ticket loads. Review collected by and hosted on G2.com.

Some features and customization options can feel complex or even overwhelming at first. The interface also takes a bit of time to get used to, particularly when you’re setting up workflows, configuring ticket fields, and adjusting automations to fit your process. Review collected by and hosted on G2.com.

Zoho Desk helps us solve the challenge of managing customer support requests and updates in one centralized place. It makes it easier to track tickets, organize customer information, and keep communication within the support team clear and consistent. For us, this improves visibility into ongoing issues, reduces the need for manual follow-ups, and helps ensure customer requests are handled more efficiently. Review collected by and hosted on G2.com.

hile Atera worked well for our core RMM needs, some areas felt less mature as our requirements grew. Reporting and customisation could be more flexible, and patch management did not always provide the level of detail or control we wanted. We also found that some newer functionality received significant focus while parts of the core platform could still benefit from refinement. Overall, it remains a capable platform, but there are areas where larger or more complex ICT environments may start to feel its limitations. Review collected by and hosted on G2.com.

Atera is helping us centralise device monitoring, patch management, remote support and IT automation across our environment. Having this information in one place gives our ICT team better visibility of device health and lets us respond to issues without needing to physically access the device.

The biggest benefit has been reducing manual administration. Automated patching, software deployment, monitoring alerts and scripting allow us to manage a large number of endpoints more consistently and proactively. This saves technician time and helps us identify issues before they become larger support problems. Review collected by and hosted on G2.com.

"One challenge I experience with Freshworks is that it occasionally displays error messages such as 'You're doing too much' or experiences loading delays, especially when handling multiple tasks. This can temporarily slow down workflow and require refreshing or retrying actions. However, overall, the platform remains easy to navigate and effective for managing tickets and customer interactions. Review collected by and hosted on G2.com.

Freshdesk helps streamline customer support by centralizing tickets, customer information, and communication in one platform. It allows me to efficiently create, track, and manage cases while on a call, ensuring concerns are routed to the correct department and followed up appropriately. This improves productivity, reduces handling time, and enables me to provide guests with accurate updates and resolutions during the same interaction, resulting in a better overall customer experience. Review collected by and hosted on G2.com.

Nothing comes to mind at the moment, since we’ve only just started using the application. Review collected by and hosted on G2.com.

Our support team now spends far less time responding to status update requests because users automatically receive timely notifications. As a result, customer confidence has improved, and our agents can stay focused on resolving issues instead of repeatedly providing updates. 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.

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.

I don’t really have any major complaints. The main thing I’ve noticed is that the overall experience depends a lot on how the organization has configured the service portal. Some request forms ask for a lot of information, even for simple issues, so submitting a ticket can sometimes take longer than I’d expect.

Other than that, the platform itself has been reliable and straightforward to use. Review collected by and hosted on G2.com.

It gives me a structured way to raise IT requests instead of sending emails or messaging different people. Whether it’s a software installation, an access request, a hardware issue, or any other internal support need, everything is captured and tracked through a single ticket.

The biggest advantage is being able to see where my request stands at any time, without having to chase updates. Because all communication stays within the ticket, it’s also easy to look back at earlier messages and refer to previous conversations when needed.

Overall, it saves me time, keeps requests organized, and makes working with the IT team much smoother. Review collected by and hosted on G2.com.

“One thing I dislike about HubSpot Service Hub is that some of the more advanced features, like custom reporting or advanced automation, are locked behind higher-tier plans. This can limit small or growing teams from fully leveraging the platform’s potential without increasing costs. Additionally, while the system is user-friendly, there’s still a learning curve when setting up complex workflows or integrations.” Review collected by and hosted on G2.com.

“HubSpot Service Hub helps solve key customer service challenges like disorganized communication, slow response times, and lack of visibility into customer issues. By centralizing all support interactions through tools like the shared inbox, ticketing system, and knowledge base, it ensures that no customer query is missed and that teams can collaborate efficiently. The automation features reduce manual workload, allowing us to focus on delivering better service. Overall, it improves customer satisfaction while making our support processes more efficient and scalable.” 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.

The pricing tiers (enterprise level access might be helpful) and limits on automations/integrations can be restrictive as teams grow, and the interface can feel a bit cluttered and overwhelming for new users. Review collected by and hosted on G2.com.

Monday.com is helping us centralize all our project and work management in one place. It solves problems around status tracking, ownership, and communication by giving the whole team a single, transparent view of tasks, deadlines, and P&L. Automations reduce manual follow‑ups and routine admin work, so we spend less time chasing updates and more time actually delivering. 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.

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.

Right now, their workflow builder feels very stiff. This is the one area where I think Fin needs to put more focus.

There’s no support for webhook triggers, no support for more than one trigger per workflow, and no way to drag and drop blocks to reorder them. You have to delete and recreate nodes and conditional blocks. There’s also no ability to run parallel branches (for example, if Parameter A → go to Path A, but also if B → run Path B as well).

Overall I find myself using dedicated automation platforms like n8n and Zapier, hooking them up to data connectors, and then having those connectors fire in the Fin workflows instead of using the native workflow builder. Review collected by and hosted on G2.com.

Multi-channel support plus AI support.

Both Messenger and email tickets land in the same inbox, even when they’re coming from two different products. In our case, we have Aftersell and Upcart both routing support tickets into one shared inbox, and we rely on the “Brand” attribute to quickly tell which app the conversation is about.

On top of that, the native AI agent can be pointed to web sources and kept up to date through refetches, which takes some of the Fin AI maintenance off our plates. We keep our focus on maintaining external documentation, and Fin AI reads that documentation. Review collected by and hosted on G2.com.

Some of the more advanced features do take time to get comfortable with. There’s a lot in the platform, and even after using it for about a year, we’re still turning on parts of it that we hadn’t used much before. Review collected by and hosted on G2.com.

With the previous tool we had, keeping track of equipment and software involved a lot of checking around. Alloy gives IT and the departments a common view of what we already have, which has cut down on duplicate purchase requests and made ownership easier to track. Review collected by and hosted on G2.com.

There are quite a few options, so it took me a little while to get used to everything. Some parts of the email editor could also be easier to work with. These aren't major issues for us, though. Review collected by and hosted on G2.com.

The biggest thing for us is organization. Earlier, it was easier for contacts and follow-ups to get scattered between different tools. With EngageBay, we have one place to manage contacts and handle our email campaigns.

It saves us some manual work, especially with regular follow-ups, and makes it easier to keep communication going with prospects without having to remember everything ourselves. Review collected by and hosted on G2.com.

I do not have any major dislikes regarding freshservice Review collected by and hosted on G2.com.

Unified Service Operations:

Freshservice unifies IT operations, enhancing both employee and agent efficiency. By connecting teams and tools, it streamlines processes from the service desk to the C-suite.

Benefit: Reduced spending, increased satisfaction, and improved business continuity

Built-in AI:

Freshservice leverages AI to boost efficiency and enhance user experience. It automates routine queries, enables self-service, and provides performance insights.

Benefit: Time savings, improved productivity, and better service quality

Workflows and Automation:

Freshservice offers codeless drag-and-drop automations, simplifying repetitive tasks. Key workflows and integrations are built in, allowing teams to collaborate effectively.

Benefit: Increased productivity, streamlined processes, and future efficiencies

Incident Management and Prevention:

Freshservice focuses on analyzing problems and preventing damage rather than reactive issue resolution. It prevents approximately 80% of IT issues.

Benefit: Reduced effort for technicians, higher satisfaction rates, and proactive problem-solving

Self-Service Portal:

Freshservice provides an autopilot self-service portal for customers. Users can log in anytime from any device, access support, and find solutions independently.

Benefit: Improved user experience, reduced workload on IT teams, and faster issue resolution

Asset Management:

Freshservice allows real-time tracking and management of hardware, software, and SaaS assets through an auto-updating CMDB (Configuration Management Database).

Benefit: Enhanced visibility, efficient asset management, and informed decision-making

Integrations:

Freshservice seamlessly integrates with cloud and on-premise enterprise applications, ensuring faster time-to-value and higher productivity.

Benefit: Enhanced collaboration, streamlined processes, and holistic IT management Review collected by and hosted on G2.com.