It Incident Management Software

Honestly, nothing at this time. We have really appreciated their solution. They are always so responsive and quick to answer questions when I need them. Review collected by and hosted on G2.com.

We didn't have visability into our computers, especially when it came to who was installing what where, and if anything malicious was potentially happening. With NinjaOne, that's just one of their amazing features that I love and it really benefits us with more visibility. And to have all that data at your fingertips is great. Review collected by and hosted on G2.com.

What I dislike about ServiceNow IT Service Management is that some areas still feel overly complex and require more configuration than expected.

While the platform is powerful, that power comes with a learning curve. Certain modules and workflows can be difficult to customize without deep technical knowledge, which sometimes slows down adoption for new team members. Performance can also lag during heavy usage, especially when running large reports or working with highly customized instances.

Additionally, licensing and add‑on costs can add up quickly, making it harder for teams to scale without budget considerations. Despite these drawbacks, the platform’s strengths still outweigh the challenges. Review collected by and hosted on G2.com.

ServiceNow IT Service Management is solving several key operational problems for us, and the benefits are noticeable across the board.

The biggest problem it addresses is the lack of visibility and consistency in handling IT issues. Before ServiceNow, incidents and requests were scattered across emails, chats, and spreadsheets. Now everything is centralized, trackable, and prioritized properly, which reduces delays and miscommunication.

It also solves workflow bottlenecks by automating repetitive tasks — things like approvals, routing, and notifications — so our team can focus on higher‑value work instead of manual follow‑ups. The platform’s reporting and dashboards help us identify trends, recurring issues, and areas for improvement, which leads to better decision‑making and more proactive IT operations.

Overall, it’s helping us work faster, reduce errors, and deliver a more reliable experience to end users. Review collected by and hosted on G2.com.

If you want to share the control panel with a customer so that he/she can also monitor the entire it-environment requires an additional (login) license.

It would be helpfull that you could set-up a client access account at a lower price or you could generate a report of all the devices youre monitoring 24/7.

Helpfull would be that you couldn optionally choose what to include in the repoert, for example, Model of device, processor type, RAM, HD, which software is installed and such? Review collected by and hosted on G2.com.

You can share ideas of what you think they could improve Atera or the add-ons together with everyone using Atera. If one particular idea pops-up a lot, and other users like this idea a lot, they start improving that. 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.

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.

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.

We onboarded in March 2026 on an annual subscription with the intention of running a small internal helpdesk (~10–15 tickets/week across a handful of agents). Despite multiple onboarding and support calls, we hit persistent blockers:

• Installation & permissions friction — SharePoint app catalog access, Edit permissions, and admin handoffs took longer than expected to sort out.

• Power Automate ownership and connector constraints that weren't flagged upfront.

• Missing configuration options that had been demonstrated to us pre-sale — ticket fields, notifications, and merge/split functionality didn't behave as shown.

• Unreliable behaviour — ticket and home-view data not displaying consistently, ticket content disappearing.

• Sluggish performance inside our M365 tenant when using the SharePoint-based app, which made day-to-day use impractical.

• The recurring fix offered was either "apply the latest update" or "upgrade to Enterprise" — but Enterprise was never proportionate to our small-team, low-volume use case. Review collected by and hosted on G2.com.

We intended to use Helpdesk 365 to log, track, and resolve technical enquiries and faults related to disability driving equipment, reported by both users and installers. Review collected by and hosted on G2.com.

When trying to connect remotely through ManageEngine Endpoint Central, sometimes the remote session does not connect and it keeps showing “Sending request to agent.” However, if I cancel the session and try again immediately, it connects successfully. I face this issue around 2 to 3 times a day. Review collected by and hosted on G2.com.

ManageEngine Endpoint Central has been very helpful for me in managing all assets from a single console. It allows me to easily deploy software, push patches, perform Windows updates, remotely connect to end-user systems to resolve issues, and encrypt disks. Managing all these activities from one centralized console has made administration much easier and more efficient. Review collected by and hosted on G2.com.

Continuous email chains and unresponsive customers around ITOM. ServiceNow ITOM is often criticized for its astronomical licensing costs and the extreme complexity of implementation, which typically requires highly specialized (and expensive) expertise to deploy and maintain. Organizations also frequently struggle with heavy technical debt when biannual platform upgrades break custom discovery patterns, along with CMDB data bloat and noticeable system latency if the environment isn’t meticulously governed. Review collected by and hosted on G2.com.

ServiceNow ITOM helps turn chaotic, multi-cloud infrastructure into a more proactive digital operation for global media organisations such as News Corp and Dow Jones. By addressing infrastructure blindness and reducing alert fatigue with AIOps-driven root-cause analysis, the platform helps protect digital subscription and advertising revenue for high-profile brands like The Wall Street Journal by preventing critical downtime. It also brings multi-cloud sprawl under control across their large global cloud footprints, consolidating international IT workflows into a single, automated system of record. Review collected by and hosted on G2.com.

I noticed is that larger workflows with many actions can become difficult to navigate and debug over time. As operational automations scale, visual organization and troubleshooting can become more complex, especially when handling advanced conditional logic or multiple integrations simultaneously. Review collected by and hosted on G2.com.

Before using Tines, many operational workflows depended on repetitive manual actions, disconnected systems, spreadsheets, ticket updates, and constant monitoring between different tools.

Tines solved this by centralizing workflow automation, operational orchestration, integrations, alert handling, and reporting into one visual platform. Instead of manually moving information between systems or repeating the same operational tasks daily, workflows became automated, standardized, and easier to manage.

For example, incoming alerts can automatically trigger workflows, create tickets, route notifications, update systems, analyze operational data, and synchronize reporting activities without manual intervention. This reduced delays, improved operational consistency, and minimized repetitive administrative work.

The onboarding process was relatively smooth because workflows could be built visually without deep coding expertise, allowing operational teams to start automating processes quickly. Support resources, templates, and documentation also helped accelerate implementation.

The biggest benefits have been improved operational efficiency, reduced manual effort, fewer workflow errors, faster response times, better cross-system coordination, and stronger visibility into operational and security-related processes overall. 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.

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.

There is nothing to dislike about the tool. Any product has to go through its evolution with time and AI/ML features are being proposed for future releases and looking forward to experiencing the same. Review collected by and hosted on G2.com.

Currently we are using Wolken service desk for all our customer delivery where SLA's are key for operations. The ease of creating tickets, the operations flow and visibility to our customers is seamless. The knowledge base helps us and also users to resolve the tickets/issue faster. The reports and dashboards helps us generate our weekly/monthly reports easier and the tool becomes single point of reference/proof for review. Review collected by and hosted on G2.com.

It could be a little faster on the loading times for pages/modules

Pricing can be steep the more agents onboard, also for Ai tools.

Analitycs module can be VERY lacking in customizations sometimes, compared to Power BI for example.

Visuals can be cluttered sometimes. Review collected by and hosted on G2.com.

Ticket creation, ticket categories, Service Request, SLAs, Automator Flow, Analytics/Dashboard module, among others, greatly helped for greater agent organization, time management and Admin monitoring. Review collected by and hosted on G2.com.

There is a specific feature that I would like to see in future updates: the ability to save views (tickets assigned to a certain agent, tickets with a certain status) to your HALP profile Review collected by and hosted on G2.com.

HALP is making it easy for our team to solve issues as they arise whether they create a ticket through Teams or email. It also makes it easy for the requester to follow the status of their ticket due to the fact it is updated dynamically through teams. Review collected by and hosted on G2.com.

Red Hat Smart Management exhibits strong integration with Red Hat products, which may pose challenges if considering a transition to alternative vendors down the road. Additionally, apart from these overarching concerns, a number of users have expressed criticisms about specific aspects of Red Hat Smart Management:

1.Navigating and utilizing the reporting system can be somewhat challenging. 2.While capable, the performance monitoring features may not match the robustness found in some competing products.

3.The support for non-Red Hat systems is somewhat limited. Review collected by and hosted on G2.com.

Improved security: Red Hat Smart Management can help organizations to improve their security posture by providing a centralized view of all RHEL systems and by automating patch management.

Increased compliance: Red Hat Smart Management can help organizations to comply with industry regulations by providing compliance reporting capabilities.

Improved performance and reliability: Red Hat Smart Management can help organizations to improve the performance and reliability of their RHEL environments by providing performance monitoring and troubleshooting capabilities. Review collected by and hosted on G2.com.

There’s no real consistency between the Windows and Mac versions. The Mac and web versions of the app have a lot of limitations in terms of features, and it’s frustrating to run into differences depending on which platform I’m using. It would be great if all versions were aligned and offered the same features. Review collected by and hosted on G2.com.

I work as a support analyst. This tool makes it easy to remotely access a PC and troubleshoot issues, which helps me reach a quick resolution. It also cuts down on my travel time because I don’t have to leave the comfort of my home; I can easily remote into a PC and help clients troubleshoot their issues. It’s also a good tool for training purposes. Review collected by and hosted on G2.com.

The Knowledge database reporting is not exhaustive. Review collected by and hosted on G2.com.

SysAid has solved our Asset and Configuration requirement for Audit. Thanks to SysAid Knowledge management ,our organization has a central point for all knowledge including work arounds for know errors.

SysAid has been very effective in our ticket management and improved teams SLA's. Customer Xperienece has improved Review collected by and hosted on G2.com.

Splashtop Remote Support often lacks robust reporting and automation capabilities, which can feel insufficient for IT teams that need deeper, self-healing workflows or more detailed insights into technician performance. A few times, the drag-and-drop file transfer hasn’t worked for me, and that can slow things down. Additionally, many advanced governance features—such as granular permission controls and SSO integration—are gated behind expensive higher-tier plans, which makes the platform feel less cost-effective as an organization scales. Review collected by and hosted on G2.com.

Splashtop Remote Support addresses the problem of laggy remote sessions by delivering a high-performance, low-latency visual experience that genuinely feels like you’re sitting at the machine. Compared with Pulseway’s more complex, RMM-first approach, Splashtop provides a more affordable and streamlined setup that stays focused on seamless unattended access and strong multi-monitor support. For me, that translates into less time wasted on “click-heavy” troubleshooting and a more intuitive interface for straightforward, direct remote assistance. Review collected by and hosted on G2.com.