Freshservice is an easy to use IT service desk and ITSM solution designed using ITIL best practices that enables organizations to focus on exceptional service delivery.
The solution is very easy to use. The support team is easily reachable and they are able to solve most of the requirements thru the chat tool, Review collected by and hosted on G2.com.
Reports are a little bit complex to use sometimes if you try to personalize them. They are working with the Analytics tools which seems to be more flexible Review collected by and hosted on G2.com.
1. Tickets flow control. We can track the ticket generated by our users
2. Escalations of the tickets is easy for the agents
3. Time resolving has been lowed down since it is easy to monitor the status
4. We can attend faster the most urgent requirements since the tool lets define what will be the most important requirements
5. The reports let you track the agents performance, so we can focus to improve it when it is needed.
6. Time response for the business is becoming faster. Review collected by and hosted on G2.com.
The ease of not only configuration and deployment of SysAid, but also the ease which the end users are able to use it is wonderful. Review collected by and hosted on G2.com.
Some of the initial modules were difficult to understand, like in the areas of network scanning. Review collected by and hosted on G2.com.
No matter how small you think your organization is, it is never "too small" to use a help desk management suite. SysAid is going to help you organize your trouble-tickets, and allow you to build a database of good information to handle future issues. Review collected by and hosted on G2.com.
Business problems solved from the get go, was not having an inbox flooded with emails of people needing support. Also, the overlap of work was also eliminated, as you can see who actually has done the work. Review collected by and hosted on G2.com.
SolarWinds Service Desk is an IT and Employee Service Management solution that helps you redefine employee service experiences in seamless, smart, and meaningful ways.
Service Desk has a service catalog that is so simple to setup, yet extremely effective. They also have one of the most responsive customer support teams I have been around. I have thrown a variety of questions at them and they have always answered me within minutes, regardless of the nature of question. They have been transparent and honest about their product and that has been super helpful in guiding my users to solutions Review collected by and hosted on G2.com.
The reporting function in Service Desk needs a good deal of rework, to include more reports. Another thought to consider is a BI function built into Service Desk or to create your own reports in a BI tool like Crystal Reports or Power BI. I firmly believe that this is something that can definitely be achieved by SolarWinds. Review collected by and hosted on G2.com.
Make sure you are aware of the reporting limitations. Review collected by and hosted on G2.com.
One of the problems we are solving with service desk is knowledge base lacking. Our IT team is spread across nine states, so Service Desk's Knowledge base has been so helpful with helping us get information to everyone in a clear and concise manner. Review collected by and hosted on G2.com.
Complex IT Systems Management Made Easy. Get broad-scope, enterprise-level administration of your users & machines along with industry standard encryption & security. Empower
With floating technological licences an infinitesimal staff may sustain costs that are low, GoverLAN Scope is comprehensible to utilize and deploy. We've fulfilled the requirements of the teams we serve and have been in a position to reach them, producing a substitute to the private presence across many company locations in various places. In cases where resolution must generally be tackled with a command user to help various other customers, one particular specialist could be totally mitigated in a brief, straightforward remote sessions. Review collected by and hosted on G2.com.
GoverLAN Reach has several differences between designs, although capability to upgrade and instal client program from the application which concentrates on the tech support enables a quick resolution to upgrade all user equipment. Review collected by and hosted on G2.com.
This provides for the standardisation of such methods across clients and also for searches for all the usernames also as for computers; provides for the assistance to be given much faster compared to cross reference stock systems to determine the unit with what a person is connected. Review collected by and hosted on G2.com.
GoverLAN Scope has helped the team of ours to provide a support degree that a much wider team generally expects and has provided remote users similar assistance that they usually need. Review collected by and hosted on G2.com.
The ease of deploying vCenter with a single OVA file and using a PostgreSQL database vs a sql database on Windows. Review collected by and hosted on G2.com.
There is not much to dislike, if I had to name something it would probably be the fact that the web client is so much different than the C sharp client. Review collected by and hosted on G2.com.
Move away from the Windows vCenter installations and go with VCSA appliances! Review collected by and hosted on G2.com.
Ability to provide business with 5 9's infrastructure uptime and the ability to troubleshoot performance issues from a single pane of glass Review collected by and hosted on G2.com.
The cost of this product is what guided me to try Splashtop. After using Splashtop, I was sold on the price and how easy it was to set up and use not only for myself but for my customers.
I compared some of the other competitors. Some of their setups were more involved in the beginning and this wouldn't be easy for some of my non-technical customers. Review collected by and hosted on G2.com.
The only feedback would be when you remote into a computer and if we can make the background go black to increase performance. Some users have a very high detail background when your RDP using Splashtop and this can slow down mouse movement and refresh rate. Review collected by and hosted on G2.com.
In the past with other applications it took more than 15 mins or longer to have a customer install the application and have it working so I can remote in as I am giving them directions over the phone.
With SPaldhtop I just give them the URL and 99percent of the time the user is able to run the Splashtop install under 5 mins. Review collected by and hosted on G2.com.
Cloud functionality, we are replacing an on-premise installation of Support Works and Hornbill Service Manager is a much better and streamlined alternative/replacement. The GUI is nice, clean and functional. The ability to import assets from SCCM/Endpoint Manager is nice and made easier using the pre-built JSON files as is the ability to import users from Microsoft Azure also using pre-built JSON's. Having the ability to Single Sign-On via Azure will be a bonus to users of the application and self-service users alike. During the implementation stage we have regular meetings with Hornbill, almost daily for the 4 week on-boarding period. We have completed our 4 weeks but we are still receiving continued support and assistance when needed. Personally I've had numerous calls with several members of the Hornbill Team and their subject matter experts and they have all been extremely helpful and understanding. As well as the Teams support the Hornbill FAQ's and Forums are a fantastic resource. Review collected by and hosted on G2.com.
Nothing so far as we're still in the configuration stage and haven't yet gone live. Review collected by and hosted on G2.com.
Going from an on-premise to a cloud product is highly recommended. Hornbill have being producing ITSM tools for many years so with the experience they have gained Hornbill Service Manager is a much better application than any on-premise ITSM tool I have used in the past. Review collected by and hosted on G2.com.
Still in the configuration stage so I'm unable to give any examples of problems being solved but being a cloud based product is a huge benefit over our existing ITSM tool. Review collected by and hosted on G2.com.
A complete IT management platform that helps you identify and tackle the issues in your IT infrastructure that impacts your bottom line.
Vendor, cost, and contract tracking. Customer Success Manager and Support are timely and helpful in their responses. They care about your input on how to make the platform even better. They are constantly improving by way of your input. You also can't beat the cost for what you get. Review collected by and hosted on G2.com.
Telecom module doesn't fit my current needs. They took my comments and suggestions to development to see if/how they could be incorporated into the product. Review collected by and hosted on G2.com.
If you're on the fence about using it, give the free trial a go. Speak to their Customer Success Managers about any questions or concerns. They are prompt, helpful, and courteous. Made the decision easy to sign up for the service. Review collected by and hosted on G2.com.
Gaining greater visibility into tracking IT spending and contract/software renewals. The time savings compared to manually tracking in spreadsheets is profound. Review collected by and hosted on G2.com.
It integrates with SSO's and the users can instantly start sending tickets. The control and management of tickets is easy and intuitive. Central admin user can create graphs and ticket logs. The remote control support is included and it makes easy to manage users computer if demanded.This software is very useful when you have many users in you company and they need to be attended as soon as possible. Review collected by and hosted on G2.com.
The search engine can be hard to set the filters. The initial configuration can take some time. Review collected by and hosted on G2.com.
This cloud based web service can help you administer yout tickets in a timely manner and remote users control for a support making it a powerful tool and a time saver. Review collected by and hosted on G2.com.
It controlls pratically all of you company's ticket, and makes it easy to handle the issues in a timely manner. It saves time as being e centralized informations system for attendance. Review collected by and hosted on G2.com.
What do I like the most about atSpoke? the fact that it is simple and easy to use, which allows me to perform all my tasks and activities in a fairly efficient way, the fact that your customer service team accompany you throughout the learning process turns out to be a great attraction that we helps to greatly reduce any communication problem that may arise while using this application, the ease with which I can perform my tasks is quite surprising, so in short I recommend this application to everyone who wants to simplify a large number of processes, the fact that it allows me to configure automatic responses to the most frequent questions that are made within the office is a great help, they have no idea how many times a day we can receive questions such as: "how can I use my wifi printer? " or "what is the Wi-Fi password?", with this I get rid of a huge headache. Review collected by and hosted on G2.com.
The fact that the software is relatively new means that not all its functionalities are 100%, it is understood that they are still in the process of improvement, however I would like to be able to use all the functionalities once I use the application without having to wait for each update to come out to test it in its entirety Review collected by and hosted on G2.com.
It has been of great help to me to manage and simplify the most common questions and answers that come to the human resources department in such a way that we do not have to waste time answering a large number of similar questions, when we can program everything to be answered automatically through our bot, allowing us to obtain more time in the execution of other similar activities. Review collected by and hosted on G2.com.
Built on Atlassian’s Jira, Jira Service Desk delivers an effortless service experience, adapts to your needs, with set up time and pricing at a fraction of competitors.
I want to recommend this solution, not only for being excellent, but for its great technical support service, there is also a lot of specific documentation
Easy use for end user since its interface is very simple and minimalist, so adoption is quicky
Besides, I have a view of all the tasks in my organization.
In these times where the work mode is changing to a telework position it is important to be able to have a correct management of the team's tasks.
There is a plus that is a good option to adapt easily with other tools that have different purposes. In my case, I am testing the integration with Trello to be able to exploit and have a control panel with tasks and indicators. Review collected by and hosted on G2.com.
The solution is very good and at the moment we have not encountered problems, I can only add that at the time of implementationIn, we need time for an correct flow and other issue, recieve a lot of email for an job order (need work for this). Review collected by and hosted on G2.com.
If you need a solution efficient and effective, this is! Review collected by and hosted on G2.com.
With this solution, I have control of my tasks and management indicators.
Something positive that you can generate different models in projects to order in the management
Another issue is to culturally change users so that every request is loaded on the platform. The good thing about this tool is its simplicity and that helps to achieve this goal. Review collected by and hosted on G2.com.
The ease of submitting tickets. I like being able to search for the item with a problem just by putting in the asset number. Review collected by and hosted on G2.com.
I don’t like when the asset number brings up numerous items to search through to find the one with the problem. Review collected by and hosted on G2.com.
It’s quick and everyone can enter tickets easily without having to put a lot of thought into it. Review collected by and hosted on G2.com.
I love that this software since it offers a leading remote system in the support area of an organization, mentioning that it provides an intuitive and comfortable programming in intelligence and data extraction in IT-related fields, highlighting that you do not need of an extensive documentation for the initiation of its functionalities, once you implement GotoAssist on your informative servers, without excluding that one of the characteristics that most attract my attention in large quantities, is that it has a mobile application available, which facilitates its usability generally. Review collected by and hosted on G2.com.
Apparently GotoAssist presents mishaps when it comes to the implementation in an operating system such as Mac, being a big problem since there are a large number of users and companies, who usually acquire these kinds of servers, to provide a more agile service and complete in labor matters, including his digital dexterity, highlighting that sometimes it can be slow due to the same problems since with Windows it is not the best option for this software. Review collected by and hosted on G2.com.
The software is ideal when you need to work directly with a remote user, which allows you to streamline these areas of work, based on support and more confined customer relationships, practically to be able to view your screen and finally manage your desktop or PC, to manage and guarantee the work that is being carried out, being of a large proportion, since those affected with some point of their platform do not need to bother to solve it on their own, since the personnel of said company that acquires this system, performed remotely with logically verified access, to promote adequate reliability. Review collected by and hosted on G2.com.
GotoAssist is an incredible platform that provides us with a sophisticated multifaceted support system that we use to provide said service in a logically digital way, which is very useful, because through this software we offer a unique experience to these individuals. when they are presented with a particular mishap, obtaining valid records for similar operations with other characters, to determine said problem and solve it in a matter of seconds, maintaining a satisfactory degree in most of the times that said server is executed. Review collected by and hosted on G2.com.
It is integrated with kms so you can secure a parameter such as api key or passwords instead of having them unsecure in the function or as a environment variable to the function. It is also versioned if something change we can check the changes Review collected by and hosted on G2.com.
Default key for kms should not be a option as it is not secure. Anybody or a function with parameter store access can dump the secured entries if you dont have separate kms keys with separate access Review collected by and hosted on G2.com.
This is something you should use if you use serverless functions that needs to access keys and passwords Review collected by and hosted on G2.com.
Have password and sensative api keys outside of code or environment variables, basically a secure store for the code Review collected by and hosted on G2.com.
The tool is very straightforward to administer. I have 13 regular users in our IT Finance team plus a variety of users in other areas of IT and the Business. The normal administrative functions are easy to use and allow me to see most of the views I need out of the box. Customizing reports and tables is a drag and drop interface. Review collected by and hosted on G2.com.
There are a few views I would like to have as an administrator that are not part of the regular report package. This makes it harder to see what reports are available to particular users. Review collected by and hosted on G2.com.
WE have transferred all the day to day work of the IT Finance team to Nicus. This has gotten them off of multiple spreadsheets and allowed better reporting. One team member told me that now the tools used are not the bottleneck but getting the reports from the cost center owners. We do all financial reporting out of Nicus now and the IT directors are used to seeing the financial reports in Nicus. We are now expanding to creating a Cost Model and generating the first Bills of IT to validate with the business side. Review collected by and hosted on G2.com.
The best is the option to take a private session to access the other devices of the customers. It helps us sort out problems for the customer on two devices at the same time. Review collected by and hosted on G2.com.
Connectivity issues can some time become an issue as the web chat interface on the customer's laptop gets slow at times. Review collected by and hosted on G2.com.
We solve basically tech related issues with a software, the customers using the software have issues regarding installation and performance. Some issues are crash related as well. The benefit is the ability to take remote access to understand the customer's problem better. Review collected by and hosted on G2.com.
ServiceNow delivers an IT Service Management experience that is faster, smarter, and more automated than ever.
The implementation was super smooth. Lucas in support was able to get our portal up and running very quickly and took the time to answer all of my burn-in questions. We use the product for our Technical Support & Facilities Teams and the ticket routing is easy to follow and understand. The ticket timer allows me to track what my help desk personnel are working on and establish expected timelines. This also allows for better planning when bigger projects are coming into focus and will require staff from the help desk queue to support. Review collected by and hosted on G2.com.
In all honesty the product has only been in deployment for 6-7 months with my company and I have had zero issues so far. I have even asked my facilities guys who are less savvy on the technical side and they have had zero issues. Review collected by and hosted on G2.com.
Go through the trial and ask plenty of questions. Features that you might need may already be present in the product. Review collected by and hosted on G2.com.
Help desk guys get all of the tickets and escalate to me as needed. There are no more missed calls,. missed return calls, and questions about why a project was left undone. Greater than 90% of my end-users are now opening tickets either via the self-service portal or with email to ticket so there is always a record of the open issues that I can look at anytime. Review collected by and hosted on G2.com.
Eden has so many amazing features! Everything you'd need to run your office space smoothly can be found on their platform. My favorite tool is the Facilities Management Marketplace — It's a one stop shop for any office services you'd need. Anything from cleaning, repairs, maintenance even temp IT managers or receptionists...It's just super convenient to have everything in one place.
The customer service
Eden has great customer care - whether you're dealing with a third party vendor or just simply have some questions about the platform or features - their customer service reps treat you with respect and kindness.
Eden loves feedback - and whenever you give them feedback - they'll find a way to improve or incorporate the feature you're looking for. They also know how to adapt to changes quickly - when COVID hit, they started implementing tools like desk reservation software and visitor management. Review collected by and hosted on G2.com.
The only thing that is missing right now are the features they didn't roll out yet! I can't wait to check out the desk reservation and room booking features once they launch. Review collected by and hosted on G2.com.
As I mentioned, Eden has everything you'd need to run your office space smoothly. If I need my office deep cleaned, Eden. If an employee wants to submit a request or service ticket, Eden. If someone needs is checking into our space and needs to sign our NDA, Eden. Eden is an office managers best friend! Review collected by and hosted on G2.com.
It's designed using the best-practices in ITMS so you find it easy for your service desk team to get hands-on experience quickly then use it efficiently.
I used to do assets management (inventory management), it was really a great tool.
Reporting was so customizable and I extracted all the insights which I needed.
The layouts are user-friendly.
I mapped my problem management process into a pre-existing module, it worked very well.
User-access matrix is super easy to set and customizable to a very good level.
After sales support was very fast and efficient when I needed help. Review collected by and hosted on G2.com.
They should focus on all type of customers as when I tried to get a demo for another company I worked for, they were very slow and did not care much about my request after they might have known that I needed it only for 6 agents.
Price wise is a bit expensive even if you need it as a sole ticketing tool, unless you work for a big company, I found it's hard to convince the decision makers to spend this much on a ticketing tool. Review collected by and hosted on G2.com.
It's highly recommended to use if you want to apply ITIL or any standard ITSM in our Operations. Review collected by and hosted on G2.com.
Users' satisfaction is my first attention, so I need a reliable tool to capture all service requests, incidents or problems that they ever faced and over a period of time, I run reports to analyze and improve my processes, It's about users' happiness and satisfaction. Review collected by and hosted on G2.com.