It Call Logging Software

I would like to kindly suggest an improvement regarding support response times. At times, operational contingencies may arise that require immediate action, and in those situations, a faster or more prioritized response would be extremely valuable.

Overall, this feedback is shared with the intention of contributing positively, as we genuinely enjoy using the product and see great potential in continuing to grow alongside your platform. Review collected by and hosted on G2.com.

I previously experienced an issue related to billing; however, it was ultimately due to an error on my end. That said, the situation did raise concern, as there was a risk of my phone number being suspended. Fortunately, the matter was resolved with the assistance of your support team.

I would like to mention that I was somewhat concerned about the initial response times when requesting support. I understand operational constraints may exist, and I hope these response times can continue to improve over time.

Overall, I appreciate the support provided and value the service. Thank you for your assistance and continued efforts. Review collected by and hosted on G2.com.

The menu and overall user interface could use some improvement. For instance, in ITSM, the Operations Workspace is utilized, while for CSM, we rely on the CSM/FSM configurable workspace. However, not all features—such as UI actions and lists—are implemented in a consistent way across these areas. At times, it feels as though the various product teams within ServiceNow are not coordinating closely with one another. Review collected by and hosted on G2.com.

Previously, we lacked accurate insights into resolution times, which often led to contractual breaches and associated fines. The implementation of the CMDB has also enhanced efficiency within our change management board by providing better visibility into our application stacks. What stands out most is how quickly the organization has adopted the system. Once users become familiar with one module, it becomes much easier to implement and adopt additional modules, as they are designed to work together and follow a consistent logic. Review collected by and hosted on G2.com.

1/ I wish there was a multi-screen version during parallel dialing, so we can get more insight from each contact during those sessions. Let me explain. When power dialing, each contact opens up a dashboard where I can see various widgets, including a snapshot of their LinkedIn profile. However, you lose this feature during parallel dialing. It would be helpful to have a parallel dialing interface that gives you a dashboard for each contact, so you're better prepped for the call. This would likely work best for multi-screen setups, but it'd be a 1% boost in how relevant my convo could be.

2/ The AI note taker sometimes gets too generalized with longer detailed cold calls. I've had 10-20 minute calls where key details were missing, because the AI note taker was trying to consolidate details into high level notes. Having more specific key details can be beneficial in follow up calls to the same prospect, or to calls within the same organization. Review collected by and hosted on G2.com.

Cold calling loses steam when you're worried about capturing all the important information in notes or when you have to queue up the next contact or manually dial that call. It leaves room for SDR's/BDR's to get distracted. That results in less calls made and less conversations had, and ultimately, less meetings booked. Nooks keeps my focus on cold calling by slashing the time I spend on the admin/minutia.

I love the virtual workspace. Recently, I had a senior person coach me on my calls, which was a massive help. Without the virtual workspace, I'd have to wait for our End of Day connect to listen to call recordings together before I get feedback. Review collected by and hosted on G2.com.

We usually used the Screenconnect Remote Access client. The Splashtop access does not always connect to the remote computer. It often failed so we found ourselves using Screenconnect. We also tried Teamviewer but their method of launching Teamviewer from within Atera is a little clunky.

Their hardware inventory reports leaves something to be desired. It's kind of hard to find, not named in a way that makes it easy to find. It has both too much information and not enough information at the same time - at least in a format that is useful to me. Often times, I would like to just get a summary of Name, CPU, Memory, Drive Size, to be able to tell if I need to replace an older system. Most of the available reports flood me with too much information (pages) that I have to slog through each PC one by one to get the information I need, and then I have to hand assemble that into my own summary that is much more concise.

Atera is a polished, well running experience, but I couldn't help but feel there were a couple things missing. Nothing I could ever exactly put my fingers on as they hit all the basics really well, but it may have just been things that I would only use occasionally. They are constantly adding and improving the product, which is nice. Review collected by and hosted on G2.com.

We mostly needed remote access (ie, something that ScreenConnect or Teamviewer could provide) to provide remote support to our customers. The extra RMM capabilities where systems can be monitored, alerts given for low disk space, high temperatures, low toner, are nice. Proactive alerts are handy for knowing about potential problems before they become larger. We were small enough not to need the ticketing component, we usually solve problems on the first pass and don't need to track them, but the system to create and track tickets is good and worked well on the few occasions we had to play with it. The reports are handy, and extremely in depth - more than we needed. Review collected by and hosted on G2.com.

I wish the pricing was just a little bit cheaper, I would like more customizations lije having a toll free number with our brand's name. Review collected by and hosted on G2.com.

I use 800.com for a professional toll-free number, enhancing our nonprofit's accessibility and professionalism. The call forwarding feature ensures I never miss important inquiries, and easy customization lets me manage and update our communications effectively. Review collected by and hosted on G2.com.

There have been some glitches along the way with spam filters and clients profiles being overwritten due to some updates that have affected the way we use HubSpot but our on-boarding partner Blue frog has always been there to help and provide assistance and communicate our needs with HubSpot. Review collected by and hosted on G2.com.

HubSpot allows us to work more efficiently; tasks that used to be done manually are now handled automatically. We can also provide dashboards for decision-makers that present more data visually, without needing to rely on extra applications. Review collected by and hosted on G2.com.

The licensing model, and not being able to purchase smaller batches, is my dislike. Review collected by and hosted on G2.com.

At Sonaca, we use Jira Service Management across multiple departments, including IT and other areas. It has been instrumental in helping us deliver excellent support to our internal users worldwide. By enabling us to collect detailed information through web portal forms, we have been able to efficiently implement and tailor the routing of work to the appropriate teams responsible for resolving issues and requests. This also provides a reliable way to communicate with end users. Additionally, JSM allows us to link IT assets with tickets and end users in one centralized platform. Review collected by and hosted on G2.com.

If I’m being honest, the main downside for me is that Close can sometimes feel a bit rigid. It does what it’s designed to do really well, but when you want deeper customization or very detailed reports, you may hit some limits. There’s also a bit of a learning curve at the beginning, especially if you’re coming from a simpler tool. That said, none of these are deal-breakers. Review collected by and hosted on G2.com.

Close solves the problem of having sales work scattered across too many tools. Instead of jumping between a CRM, a dialer, email, and spreadsheets, everything is in one place. That alone saves a lot of time and mental energy. For me, it’s made follow-ups more consistent, calls easier to manage, and my pipeline much clearer. I spend less time organizing my work and more time actually talking to leads and moving deals forward, which has been a big win. Review collected by and hosted on G2.com.

I wish that Helpdesk 365 is able to automatically assign a ticket to our "teams ticket" without having to manually assign it to an agent/supervisor/admin from our team before it moves to "teams ticket". At the moment I can see all the unassigned tickets as I am admin, but Helpdesk 365 is being used by 3 different departments/teams from our organization. There are tickets that are for HR (my team) in the unassigned tickets column, which cannot be seen in the teams ticket column unless I assign the ticket directly to one of the members of the HR Team. It was a bit hard, because we didn't know why the requesters are receiving all notifications related to their ticket, because the default is all yes. It stressed us out for a bit, because all emails sent to HRHelp email creates a ticket ID when we were used to just emailing HR Help to converse with our team who shares this inbox. Review collected by and hosted on G2.com.

Helpdesk 365 helps us organize and prioritize tickets, making it easy to see outstanding issues and allocate them to the right team members, enhancing our support system. Review collected by and hosted on G2.com.

The appearance is a bit ugly/ outdated and could do with a bit of modernisation Review collected by and hosted on G2.com.

As an IT engineer in a busy MSP, Autotask has pretty much become one of the tools I rely on every day. It pulls together ticketing, time tracking, asset management and projects into one place, which definitely helps keep things organised when workloads get messy.

What Autotask Does Well

Ticketing that actually works

Easy enough to manage loads of tickets. Categories, quick notes, and automation make it simpler to prioritise and stay on top of things.

Great integrations

Works smoothly with Datto RMM, backup tools and other monitoring systems, so everything lands in one central spot. Cuts out a lot of duplication.

Decent reporting

The dashboards and reports are detailed and customisable, which helps when tracking SLAs or spotting recurring issues.

Solid project and asset tracking

Projects are easier to follow with milestones and dependencies, and asset info is stored neatly, which saves time when troubleshooting.

Where It Falls Short

UI feels outdated

It works, but it looks a bit old and can be overwhelming for new engineers.

Mobile app is lacking

Fine for quick ticket updates, but not great for anything more involved.

Automation is powerful but tricky

You can do a lot with it, but setting it up isn’t always straightforward. Review collected by and hosted on G2.com.

The primary challenge was the initial design phase to mold the platform to our specific hybrid of IT and physical asset management. While flexible, configuring the service catalog, approval chains, and SLAs to seamlessly handle everything from a leaky faucet ticket to a corporate software rollout required careful planning. For a lean operations team, fully leveraging the advanced AI and automation features to their potential is an ongoing journey. It demands a dedicated investment of time to configure and trust the system's predictive insights, which can be a stretch when managing day-to-day firefights across multiple locations. Review collected by and hosted on G2.com.

Freshservice is directly solving our core problem of operational fragmentation and invisible workload. Before implementation, service requests were trapped in a black hole of emails, text messages, and walk-up conversations, leading to missed issues, frustrated employees, and no way to measure our team's efficiency or asset lifecycle costs. This platform has eradicated that chaos by centralizing all communicationinto a single, trackable, and accountable system. The benefit for me is twofold: strategic and operational. Operationally, my team's productivity has soared with clear, automated work queues, and employee satisfaction has increased because everyone receives timely status updates. Strategically, I now have a powerful data engine to analyze trends, forecast equipment failures, and definitively demonstrate the ROI and business-critical value of our maintenance and IT departments to executive leadership. Review collected by and hosted on G2.com.

While Orum is extremely powerful, there is a bit of a learning curve at the beginning, especially around pacing, call flows, and getting comfortable with handling live connects quickly. Once you get the hang of it, it’s smooth. New users may need some ramp time to feel fully confident using all of its features. Review collected by and hosted on G2.com.

With Orum, I’m able to call a large volume of people from my call list quickly and efficiently. Instead of wasting time on rings and voicemails, I can focus on live conversations. This has helped me move through my call list much faster, maximize my daily outreach, and create more opportunities without needing to work longer hours. Overall, it turns outbound calling into a scalable, high-impact activity rather than a slow, manual process. Review collected by and hosted on G2.com.

One of the major con of justcall is that the call quality often drops while connecting with our clients also the video conferencing can be better because most of the time we face lagging whenever we do international calls through this tool. Is is a customer support software for a business that can be sustainable for long term. Review collected by and hosted on G2.com.

The integration of one point contacting system for our clients as well as giving them support whenever they need help us in managing our business much efficiently and also create a better supply chain for our services. I would recommended it to all the medium and large businesses because it might not be that feasible tool for them in terms of money. Review collected by and hosted on G2.com.

Since using the past one point five years, there is no issues now. But even though, there might be some modifications in the web applications, the UI as well as in the, something updated version of mobile application. Review collected by and hosted on G2.com.

I use TeleCMI for incoming call services, tagging customer calls with mobile numbers and recordings for follow-ups. The mobile app lets us record and monitor details without a desktop, benefiting both agents and admins. Review collected by and hosted on G2.com.

The mobile version could be more complete and offer more functionalities equivalent to the web version. For quick tracking on the phone, it can still evolve to become more practical and fluid.

Overall, it does not compromise the use of the tool, but it would be a great point for improvement. Review collected by and hosted on G2.com.

Milvus IT helped us solve the lack of organization and visibility over support tickets. Before, it was more difficult to control deadlines, track history, and measure team performance.

Today we have full control over SLA, volume of service, and productivity, which has increased internal efficiency and improved the quality of service provided to our customers. Review collected by and hosted on G2.com.

Although the platform covers its major parts, its mobile responsiveness has to be improved. Review collected by and hosted on G2.com.

As per myself dialaxy has helped me eliminate my traditional phone lines and the fact that i had to be dependable upon social media for communication. As a result i no longer have to waste my maximum time on call rather than to actually work. Review collected by and hosted on G2.com.

Since it’s a SaaS application, a stable internet connection is required, which can be a drawback if you experience connectivity issues. Review collected by and hosted on G2.com.

Reduces HR Response Time: Eliminates the long wait times for responses from HR by providing instant answers through the AI.

Decreases HR Workload: Minimizes the need to contact HR for routine questions, allowing them to focus on more complex tasks.

Improves Employee Productivity: By offering quick support and answers, it allows employees to stay focused on their work without unnecessary interruptions.

Centralizes Support Tools: Connects various support tools in one platform, streamlining the process of getting help and information.

Offers Intuitive User Experience: Provides a user-friendly and intuitive interface that makes it easy for employees to navigate and use.

Ensures Consistent Support: Delivers consistent and accurate information through its AI, ensuring all employees receive the same level of support.

Saves Time: Reduces the time spent searching for information or waiting for help, allowing employees to be more efficient. Review collected by and hosted on G2.com.

Sometimes the mobile app takes too many taps to simply make a phone call, and it lacks basic functionality like swipe from left to go back to the previous screen. Copy/paste from the mobile app only works in some places, but they seem to be on top of fixing these minor tweaks. I'm looking for ways to follow up with leads in a sophisticated way; it would be nice to have this integrated within the system. Review collected by and hosted on G2.com.

I use CallRail to track ad spend across various marketing platforms, knowing which ads work and which are wasted. It gives me insights into my sales, ensuring nothing falls through the cracks, and lets me cross-reference call transcripts to resolve disputes. Review collected by and hosted on G2.com.

Nothing thet can improve at the moment. They are consistently making improvements and adding features. Review collected by and hosted on G2.com.

Attribution and Tracking: One of the most critical challenges in marketing is accurately attributing conversions to their respective marketing channels. WhatConverts solves this problem by offering precise call tracking and form tracking capabilities. It assigns unique phone numbers to different marketing campaigns and captures form submissions, ensuring that leads are correctly attributed to the appropriate sources. This level of attribution accuracy enables us to measure the effectiveness of our campaigns with confidence.

Insights and Analytics: WhatConverts provides comprehensive data and analytics that offer valuable insights into the performance of your marketing efforts. By tracking calls and forms, we better understand which channels, campaigns, or specific keywords are driving the most conversions. These insights empower us to make data-driven decisions, optimize our marketing strategies, and allocate resources effectively to maximize ROI for our clients.

Conversion Optimization: By accurately tracking and capturing form submissions, WhatConverts helps us identify areas for improvement in our landing pages, forms, and overall conversion funnel. The platform provides insights into conversion rates, form abandonment, and other key metrics that enable us to optimize our clients' websites for better lead generation and conversion rates. This optimization translates to higher conversion rates, improved campaign performance, and increased client satisfaction.

Client Reporting and Transparency: WhatConverts offers robust reporting capabilities, allowing us to generate detailed and customized reports for our clients. These reports showcase our marketing efforts' impact, demonstrate our value, and foster transparency with our clients. Clear, data-backed reporting strengthens client relationships and builds trust, making it easier to communicate the effectiveness of our campaigns and secure ongoing partnerships. Review collected by and hosted on G2.com.

So when there's an inbound call, let's say if a specific client is having a conversation with someone from our sales team, and I need to transfer this call, I wasn't able to first talk with the team member before transferring. Earlier, there wasn't any option where I could first talk with the team member and then transfer the call, but now it has been fixed. Review collected by and hosted on G2.com.

CloudTalk automates note-taking with AI, saving us time by generating summaries directly in HubSpot. It simplifies call transfers and offers a single dashboard for efficient team communication and call tracking. Review collected by and hosted on G2.com.