Email Ticketing Software

One thing I do not like is that sometimes it is not easy to find what I am looking for. There are a lot of options and menus, so it can take a bit of time to reach the right page.

I have also seen tickets become very long when different teams keep adding comments. If I come back after a few days, I have to scroll through everything to understand the latest update.

Another thing I have noticed is that sometimes the page takes a little time to load, especially when opening tickets with a lot of history. These are not big issues, but if this can be improved then would be really great. Review collected by and hosted on G2.com.

ServiceNow helps me keep track of all the work that needs support from different teams. Instead of sending emails or messages to ask for updates, I can raise a ticket and follow everything from one place.

I use it to create incidents and service requests, track the status, and see who the ticket is assigned to. If it moves to another team, I can still follow the same ticket without losing any information. The email notifications also help because I know whenever there is an update or someone has added a comment.

For me, the biggest benefit is that everything is recorded in one place. It is easy to check what is pending, what has been completed, and where a request is waiting, so I do not have to keep following up with different people or team. 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.

I dislike that everything is an add-on. You have to purchase everything individually and it can get quite pricy. There are items like real-time reporting that should be included from the get-go but you have to pay to add it one. It feels like they just want to sell you another product rather than putting together plans that make sense for businesses. Some of the rules around SLAs and automation/triggers can be difficult to work with and many require doing odd things to make them work. Review collected by and hosted on G2.com.

For the cost this is a great option for those looking for something that is had a to of options. Review collected by and hosted on G2.com.

We are solving having numerous business lines and departments working in one system. We are figuring out how to build forms that give us actionable data and help to identify issues that we can take to our internal departments to work to decrease customers' need to contact Support for help. We are also solving the problem of separating our customer's individual help centers so we can share information across items that apply to everyone and those that are customer specific. Review collected by and hosted on G2.com.

Zoho Desk has a steep learning curve with confusing menus for new staff. It poorly integrates non-Zoho tools, relying on laggy third-party connectors. Core useful features are locked behind costly high-tier plans. Its mobile app lacks key functions, and email ticket sync often glitches, splitting message threads randomly. Official support replies slowly with generic template solutions. Review collected by and hosted on G2.com.

Zoho Desk solves scattered cross-channel customer messages and messy manual ticket handling. It unifies emails, chat and social queries in one workspace, uses automation to auto-assign tickets and track SLA deadlines. Built-in reports cut manual performance tracking, while its knowledge base lowers repetitive tickets. It boosts agent efficiency, speeds up customer replies and lets us monitor service quality clearly. Review collected by and hosted on G2.com.

I don't see any disadvantages to using Atera; for me, it's all advantages: greater efficiency and better performance, all thanks to AI. The only thing I don't quite like is the SNMP section, because I feel it still needs improvement. Review collected by and hosted on G2.com.

Tickets, inventories, license reports, equipment, assets, etc.; alerts and diagnostics of client devices; automatic updates for each client. All of this saves us a lot of time. Review collected by and hosted on G2.com.

While Freshdesk is a powerful and user-friendly interface that makes support work efficient, there are also some disadvantages. Some of its advanced features require a subscription, which can make it difficult to use for small and medium-sized organisations. Review collected by and hosted on G2.com.

Freshdesk helps solve the challenge of managing customer inquiries from multiple channels in one place. It centralizes emails, chats, calls, and social media messages into a single ticketing system, making it easier to track, prioritize, and resolve customer issues. This benefits me by improving response times, increasing productivity, and ensuring that no customer request is missed. 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.

The user interface could be more intuitive and responsive, particularly when working with a large volume of tickets. Some workflows and automation configurations require significant customization and aren’t straightforward to set up, which adds extra effort during implementation. Reporting and dashboard customization could also be more flexible to better align with managed service reporting requirements. Email notifications and their formatting could be improved for greater readability and consistency. Performance can also occasionally slow down when processing large datasets or generating complex reports. Review collected by and hosted on G2.com.

Motadata ServiceOps centralizes our ITSM operations, automates key workflows, improves SLA compliance, and gives us clearer visibility into service delivery. As a result, it has reduced manual effort, boosted operational efficiency, and helped us deliver managed services to our customers faster and more consistently. 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.

While Jira Service Management is a powerful platform, there are a few things that can be frustrating. The initial setup and configuration can be complex, especially for teams without dedicated Jira administrators. Customizing workflows, request types, and automation rules often requires significant time and expertise. The user interface can feel cluttered, making it difficult for new users to find what they need. Search and filtering aren't always intuitive, particularly when dealing with a large number of tickets. Licensing costs can become expensive as the number of agents and premium features increases. Performance may slow down when working with large projects or complex workflows. For me, the biggest drawback is the administrative complexity. Jira Service Management is highly flexible, but configuring and maintaining it often takes more effort than expected. Simple changes can require multiple configuration steps, making it less approachable for smaller teams. Review collected by and hosted on G2.com.

Jira Service Management solves the problem of managing support requests, incidents, and service operations in a structured and transparent way. Instead of relying on emails or spreadsheets, all requests are tracked in a centralized system with clear ownership and status. Centralizes incident, service request, and change management. Automates ticket routing, approvals, and SLA tracking. Improves collaboration between support, QA, development, and operations teams. Provides complete visibility into ticket status, priorities, and resolution progress. Maintains a history of issues for easier troubleshooting and knowledge sharing. In my day-to-day work, Jira Service Management helps me track production issues, customer-reported bugs, service requests, and operational tasks. It ensures that every request is assigned, prioritized, and followed through to resolution while keeping all stakeholders informed. The biggest benefit is improved operational efficiency. It reduces manual coordination, helps teams meet SLA commitments, and enables faster incident resolution through better collaboration and workflow automation. Review collected by and hosted on G2.com.

While the platform itself is powerful, customer relationship management and communication quality have recently become a concern for us. As a long-term customer, we expected a more professional and respectful communication approach from the sales team.

Additionally, pricing has become difficult to justify compared to alternative solutions in the market. The Knowledge Base page customization options are also quite limited, especially for companies that want more flexibility in branding and user experience. Review collected by and hosted on G2.com.

HubSpot Service Hub helped us centralize customer communication, support ticket management, and reporting processes in a single platform. It improved our team’s visibility over customer requests and made internal follow-ups more organized and efficient.

The automation features and CRM integration also helped us reduce manual work and respond to customers faster. 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.

I don't like the change in plan features. When we signed up two years ago, we were given lots of new features and as they came out, new features were available to us and recently that has changed and it seems like what initially started as one price very quickly turned into every month there's extra fees involved.

As far as the fin chatbot, I don't like how much it hallucinates and gives people incorrect answers. Review collected by and hosted on G2.com.

Finn is allowing us to offer 24 seven support to our customers. It has given us the ability to have a much better knowledge Bass and easy to understand statistics and reports when compared to Zen desk. I enjoy how AI forward the company is but I also worry that sometimes these AI ideas and features are a little half baked. 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.

The platform offers a lot of features, and I didn’t need all of them when I first started. It took a little time to figure out which ones fit my daily work, but once I got comfortable with it, the experience became much smoother. Review collected by and hosted on G2.com.

Before using EngageBay, I often had information spread across emails and separate notes, which wasn’t always easy to manage. Now I have a much better overview of customer interactions, and it’s far easier to know where things stand. I spend less time looking for information and more time responding to customers, which has made my workday feel much more organized. Review collected by and hosted on G2.com.

I don't like that in Proactivanet creating a metric and alert is complex; I would like to be able to do it easily, just like customizing colors, for example, in Power BI. Review collected by and hosted on G2.com.

Proactivanet has helped us to have centralized control of the university's technological assets on a single platform, allowing us to identify who uses them, how often, and the type of use given to the computing equipment, which facilitates decision-making. Review collected by and hosted on G2.com.