It Incident Management Software

One drawback of NinjaOne is that some of its advanced features can feel a bit limited compared to more robust enterprise tools, especially when it comes to deeper customization and reporting.

The reporting, in particular, could be more flexible and detailed, which can make it a bit challenging when you need very specific insights for clients or internal use. Review collected by and hosted on G2.com.

One of the main challenges it solves is managing endpoints across different locations. Instead of switching between multiple tools or systems, everything can be monitored and managed from a single dashboard, which saves a lot of time and effort.

It also makes it easier to automate routine tasks like patching, updates, and basic troubleshooting. This reduces manual work and helps keep systems secure and up to date without needing constant attention. Review collected by and hosted on G2.com.

One downside of ServiceNow ITSM is that the platform can become complex when heavily customized, which may make maintenance and upgrades more challenging. Licensing costs can also be high for smaller organizations. Additionally, implementing advanced features sometimes requires strong platform knowledge, including scripting and platform architecture. The interface can feel overwhelming for new users because of the large number of modules, tables, and configuration options available. Review collected by and hosted on G2.com.

ServiceNow ITSM helps solve common IT support challenges such as scattered ticket management, lack of process standardization, and limited visibility into service operations. By centralizing incidents, problems, changes, and requests into a single platform, it improves transparency and accountability across IT teams. Automation reduces manual work and ensures processes follow defined workflows. This results in faster issue resolution, better SLA tracking, improved communication between teams, and more reliable reporting for decision-making. Review collected by and hosted on G2.com.

One thing I dislike about Atera is that some advanced features feel limited compared to more complex RMM platforms. Occasionally the interface can feel a bit slow when managing a large number of devices. However, overall the platform still delivers great value for the price and continues to improve with updates. Review collected by and hosted on G2.com.

Atera helps me solve the challenge of managing multiple clients and devices efficiently from a single, centralized platform. With it, I can monitor systems in real time, automate patch management, and provide remote support quickly without having to juggle multiple tools. As a result, downtime for my clients is reduced, my response times improve, and my overall productivity increases. It also makes it easier to scale my IT services in a more controlled way while keeping costs predictable. Review collected by and hosted on G2.com.

The reporting dashboard feels clunky when I need custom security metrics. Pulling SLA breach data requires extra filters and exports, and that slows down my weekly compliance reporting by about an hour. The UI also feels overwhelming when I’m trying to do quick mobile checks during standups, and non-technical stakeholders tend to get lost when navigating the queues. A simpler drag-and-drop report builder, or a much better mobile view, would go a long way toward fixing this. Review collected by and hosted on G2.com.

We used to struggle with scattered email threads and spreadsheets to track SOC incidents and compliance audits, which led to slower responses and missed SLAs. Since moving to Jira Service Management, we’ve been able to automate ticket routing and set up SLA alerts, and the impact has been clear: about 30% faster resolution times and fewer escalations to execs. It’s also made audit prep much smoother—what used to take days can now be done in hours. 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 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.

Reporting could be better. I wish we had more control over some of the automated reports and the notifications that go out (I'd like to update some of the messages). More integrations to outside software would be great (like Microsoft projects). Resource forecasting is a challenge with current functionality. Review collected by and hosted on G2.com.

Autotask allows us to use 1 tool for multiple areas and departments. That is the biggest benefit. Even though there are some other tools that might work better for Delivery teams (for example), having everything in 1 system is more beneficial. Review collected by and hosted on G2.com.

The mobile app is functional, but it doesn't feel as powerful or fluid as the desktop version when replying to tickets on a mobile device. Review collected by and hosted on G2.com.

Freshservice solves the problem of ticket chaos and manual overhead. Before, it was difficult to track who was handling which Google Workspace request. Now, with auto-assignment, tickets are instantly routed to the right agent, and canned responses allow us to resolve common issues in seconds. This has benefited me by significantly reducing my manual workload and allowing me to maintain a high resolution rate without feeling overwhelmed. 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.

The product interface feels a bit clunky and never quite achieves a “premium” or “modern” aesthetic. That said, it isn’t a major issue, since the interface is mainly used by administrators.

Out of the box, there’s an intimidating wall of tasks that need to be set up and configured before everything is running smoothly. This includes patch management settings (auto-approving and deploying with test groups), OS deployment (creating a golden image and configuring networking for PXE boot), and software configuration plus the self-service portal. The latter has been significantly streamlined over time thanks to the addition of thousands of templates that Manage Engine have built out since we first implemented the solution. Review collected by and hosted on G2.com.

Endpoint Central boasts an incredibly versatile toolset that addresses more thzn I can fit into a single review. It completely automates and streamlines patch management, software deployment and self-service, provides end-user workstation support and toolsets (remote capabilities, remote command line, inventory details and reporting, and more), OS deployment and configuration, etc.

For the purpose of this review I'll hone in on the end to end deployment and configuration of workstations, which has undoubtedly saved our organisation hours of otherwise menial and repetitive configurations and management.

Using the OS deployment tool, we are able to apply a golden image that already has the Endpoint Central agent installed - using this we can deploy to a blank machine with the major prerequisites already in place; i.e agent installed, domain joined, and an administrator account already pre-loaded for any situations in remote support where cached credentials may be required (Think domain-trust issues and such). This deployment allows the workstation to be already named and loaded into a specific OU in active directory.

The task configurations can vary from browser configurations, software deployments, certification installs, firewall settings, registry changes and more; but most importantly these can be grouped together into custom task configurations that can be targeted based on criteria such as the OU that the PC is based in. This allows us end to end configuration and complete targeted build of the workstation, bar the provisioning of the end-user profile, and frees up what would otherwise be hours of turnaround for staff onboarding/offboarding configurations. Review collected by and hosted on G2.com.

One of the things I dislike about Tines is that when working with run script events, I really miss having a more advanced integrated development environment (IDE). I understand that Tines is not intended to function as a traditional development tool, but having a more robust script editor would be very helpful when building more complex workflows. Features like autocomplete, more advanced syntax highlighting, or better error handling could significantly enhance the experience of writing and debugging code directly within the platform Review collected by and hosted on G2.com.

Tines helps us solve the challenge of integrating various tools and platforms into one seamless workflow. We use Tines to connect our messaging platform with other tools, allowing us to centralize communications and actions. For example, we can create comments in external tools directly from our messaging platform, ensuring that everything stays in one place. Additionally, we automate task creation for our teams, assigning tasks through Tines by simply filling out a form. One of the biggest benefits is the ability to generate PDF reports from our tools automatically, eliminating the need for manual report creation.

Tines has also enabled us to integrate and automate workflows between tools that don't have native integrations. This flexibility has significantly improved our efficiency across multiple areas of our work, allowing us to streamline processes, reduce manual tasks, and improve overall productivity. Review collected by and hosted on G2.com.

At the moment, there are a few quality-of-life features that would make Harmony even better. For example, it would be really helpful to have a notification system within the Harmony portal that alerts us when a user responds to our tickets. Another simple feature Harmony is missing is the ability to edit a response within a ticket after it’s been posted. Review collected by and hosted on G2.com.

Harmony helps us handle laptop lockouts and app access requests, reducing repetitive tickets. It also lets us triage tickets through an on-the-go approval process. There have been times when users were locked out of Okta or their laptop outside of IT hours, and Harmony was able to reset the user’s password, provide detailed instructions, and get them back into the system and working, instead of having them wait until morning for IT support. This frees up a lot of our time and gives users a much better experience during a stressful situation. Review collected by and hosted on G2.com.

The filters section can use refinement. Since I carry admin for some channels I'm not always to separate data from tickets I have created and tickets that have been assigned to me. Perhaps the AI/Intelligence could me support this in the future but I would have to read up more on it.

Also, when filing tickets in Slack, I'm not able to view other windows. Not sure if this could be addressed in the future. Review collected by and hosted on G2.com.

I addressed this before, mainly with ticketing within different silos of the company. Review collected by and hosted on G2.com.

SysAid has multiple capabilities and they make the process complex and with a hectic learning trend

The mobile app lacks full performance support or features, and this makes many users to prefer the desktop version Review collected by and hosted on G2.com.

SysAid handles multiple IT requests and it brings the ticketing concept, something that ensures no customer issue that goes unnoticed

The speed in customer support is top notch, and this is through automated ticket routing, where the specific technician gets the request

SysAid brings high visibility, where all IT services are easily monitored and cases resolved swiftly

The app creates solid communication between the IT and the employees or customers, ensuring that all issues raised are resolved instantly 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.

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.

The alert configuration feels a bit too sensitive right out of the box. We end up getting more notifications than we actually need, and over time that can become distracting. It also takes some effort to fine-tune the thresholds so they better match our real operational needs. Review collected by and hosted on G2.com.

Alloy helps us stay ahead of hardware issues before they turn into real failures. Having that early visibility cuts down on unexpected downtime on our production lines and gives the team more confidence in day-to-day system stability. Overall, it supports smoother operations and makes it easier to plan maintenance proactively. 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.

Downside is, Overall , in view of compliance sometimes PII uploaded to s3 can be identified with Macie. But when its an image or pdf containing photo copies of such personal sensitive information its hard to identify. It might be stored on the ec2 or s3. But figuring out it is complex. We do have OCR techniques in some services, which can trigger ec2 playbooks. Yes , it can be achievable with right problem solving technique and using the required services. Review collected by and hosted on G2.com.

Security Patches, Trigger based actions on infrastructure. Logging for IOC identifications. Many more. Review collected by and hosted on G2.com.

If not configured correctly, settings applied through Nerdio may conflict with scripts, registry entries, Group Policy Objects, or other policies. While this is largely a user-related issue, having visibility into any downstream overrides would be an extremely useful feature. Review collected by and hosted on G2.com.

Nerdio offers robust yet straightforward configuration options for auto-scaling, which help boost performance and lower costs. The intuitive tools make it easy to automatically stop and start resources that aren't needed around the clock, using different demand criteria. In our experience, this has led to Azure cost reductions ranging from 15% to as much as 80%, depending on the specific use case. Review collected by and hosted on G2.com.