Service Lifecycle Management Software

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.

Setup wasn’t smooth though—docs could be better, and UI feels clunky at times (too many clicks for simple stuff). But once you get past the learning curve, it’s reliable and powerful. Review collected by and hosted on G2.com.

Before using it, scheduling techs and keeping track of jobs was a nightmare. We had too many manual steps and things would slip through cracks. Now, everything’s in one place—jobs, customer info, and updates. The mobile app means techs don’t have to call in for every little thing, they just update on-site. That saves time and reduces errors big time. Plus, customers get faster service because we can plan routes better and avoid delays.Integration with Salesforce CRM is a big plus too. Review collected by and hosted on G2.com.

The Catch:

The “Salesforce Tax”: It’s expensive, and nearly every “cool” AI feature comes as a pricey add-on that can quickly inflate your monthly bill.

Complexity: This isn’t “plug-and-play.” In practice, you’ll usually need a dedicated admin or a consultant to keep everything running smoothly.

Bloat: The interface is undeniably powerful, but it’s also heavy. It can feel “click-heavy,” and it may run slowly on older hardware.

The Bottom Line: It’s a great fit for large companies that need to scale complex support operations, but for smaller or simpler teams it can easily become “expensive overkill.” Review collected by and hosted on G2.com.

Salesforce Service Cloud eases the headache of fragmented customer data and manual, slow-moving support workflows by bringing every communication channel together into a single “source of truth.” This gives you a true 360-degree view of your customers, so your team can deliver personalized help right away instead of losing time digging through old emails or jumping between disconnected systems. With AI-driven automation and self-service portals, the platform reduces repetitive “busy work” and automatically routes more complex cases to the right experts. In the end, it helps shift your support team from a reactive function to a faster, more efficient operation—leading to quicker resolutions, lower overhead costs, and stronger customer loyalty. Review collected by and hosted on G2.com.

The biggest drawback for me is that the mobile app feels pretty limited compared with the web dashboard. Also, while the AI features are a nice addition, they’re locked behind a paid add-on. That can make the overall cost feel a bit steep for a solo freelancer, especially if you want the 'latest and greatest' tools. Review collected by and hosted on G2.com.

The biggest problem Atera solves for me is tool fatigue and fragmentation. Before Atera, I was constantly jumping between different apps for remote desktop access, doing patch updates manually, and using a separate system just to track my time. Review collected by and hosted on G2.com.

One downside of Zoho Desk is that the interface can feel slightly complex at first, especially for new users. There’s a learning curve when setting up workflows, Blueprints, and advanced automations.

Reporting, while powerful, can sometimes require extra configuration to get exactly the view you want. Some advanced customizations may also need workarounds or API usage instead of being fully configurable from the UI.

Additionally, performance can occasionally feel slower when handling large volumes of tickets or complex layouts.

Overall, it’s a strong tool, but initial setup and optimization can take time. Review collected by and hosted on G2.com.

Zoho Desk solves the problem of scattered and inefficient customer support management. Before using it, handling tickets across email, calls, and other channels can become unorganized and hard to track. Zoho Desk centralizes all customer interactions into a single platform, making it easier to manage, prioritize, and respond efficiently.

It also helps automate repetitive tasks like ticket assignment, follow-ups, and SLA tracking, which reduces manual effort and human error. This improves response time and ensures accountability within the team.

As a result, it benefits me by increasing productivity, improving visibility into team performance through reports and dashboards, and ultimately enhancing customer satisfaction through faster and more consistent support. Review collected by and hosted on G2.com.

We have been one of the oldest user of this platform and when we had a small number of team members that time using this platform was quite expensive for us but gradually when dorto grew bigger and the number of a staff also increased then it became a great tool for us to manage each and every thing related to our work culture and streamline daily operations of our business. Review collected by and hosted on G2.com.

Connecteam also make sure that daily operations of our company is being executed properly. As dortoservices is a completely service based startup, so we need tools like these to manage our day to day workforce challenges in the organization and manage all the tasks and assignments and ti-do list on time. Review collected by and hosted on G2.com.

While Zendesk is powerful, the pricing can become expensive as your team grows or when adding advanced features. Some useful capabilities are locked behind higher-tier plans, which can make scaling costly. The initial setup and customization can also feel complex, especially for smaller teams without a dedicated admin. Additionally, the reporting configuration sometimes requires extra effort to get very specific insights without using add-ons. Review collected by and hosted on G2.com.

Zendesk helps centralize and streamline customer support by bringing all communication channels—email, chat, and web forms—into a single ticketing system. This eliminates scattered conversations and improves visibility across the team. It also solves response time issues through automation, triggers, and SLAs, ensuring that tickets are routed and prioritized correctly. As a result, we benefit from faster resolution times, improved customer satisfaction, better workload management, and data-driven insights through reporting and analytics. Overall, it creates a more structured, scalable, and efficient support process. 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.

The initial setup complexity can be challenging, particularly the email forwarding configuration and DNS record setup for domain authentication. The DKIM CNAME record configuration requires technical expertise and coordination with IT teams.

While the platform is feature-rich, some workflow automation could be more intuitive. We often rely on external tools like Grammarly for quality assurance of responses, which should ideally be built in.

Reporting customization could be more flexible - while the standard reports are good, creating custom views for specific business needs sometimes requires workarounds. Review collected by and hosted on G2.com.

Freshdesk centralizes our multi-brand guest services operation, allowing us to efficiently manage support for 15+ brands from a single platform while maintaining clear separation and brand-specific workflows through Groups.

Key problems solved:

1. Scalability - We handle 170,000+ tickets annually with a lean team. Freshdesk's automation and canned responses let us scale without proportionally increasing headcount.

2. Response time consistency - We maintain our 48-hour SLA commitment across all brands, with real-time tracking preventing tickets from falling through the cracks.

3. Quality control - Standardized responses and ticket categorization ensure consistent, professional communication regardless of which agent handles the ticket.

4. Performance visibility - Dashboards and analytics help us identify bottlenecks quickly and coach team members effectively. We've achieved a 37% reduction in first response time and improved efficiency by 93%.

5. Client reporting - Built-in analytics make monthly reporting to our brands straightforward, showing ticket volumes, trends, and resolution metrics. 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.

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.

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.

The transition between tiers (Core to Connect) is a significant jump in price for a bootstrapping business, but the ROI on the automation features usually justifies the cost if you are focused on scaling. Unfortunately, the cost may be too much to absorb for some businesses. Review collected by and hosted on G2.com.

Jobber solved my 'Communication Gap.' In the pool industry, clients want to know exactly when you're arriving so they can secure pets and unlock gates. The automated routing and 'On My Way' texts saved me at least 5-10 hours of manual coordination per week. It allows me to focus on the technical side—like LSI chemistry and infrared sauna repair—while the software handles the 'office' work. It’s the digital backbone of my 'Passenger to Provider' mission. Review collected by and hosted on G2.com.

While the core functionality is excellent, we have found some of the more advanced customization options to be less flexible than we initially hoped. For instance, tailoring certain reports to show very specific, non-standard data points required some workarounds. Review collected by and hosted on G2.com.

Freshservice is fundamentally solving the problem of IT fragmentation and the lack of accountability that comes with it. We were using a patchwork of different tools for ticketing, asset management, and project management, which created data silos and made it difficult to track performance. This patchwork was also becoming a security concern, as we couldn't guarantee all our devices and software were properly managed. Review collected by and hosted on G2.com.

While the core functionality is excellent, some advanced features (e.g., custom workflow automation for multi-country compliance rules) require technical setup time. The initial configuration took longer than expected, though support was responsive once we escalated. A more intuitive onboarding process for these edge cases would help. Review collected by and hosted on G2.com.

As a Delivery Executive operating across various countries, Fieldcode has centralized our disjointed processes, delivering measurable improvements: automated scheduling cut manual planning by 30+ hours/week, while SLA tracking (now at 98% on-time arrivals vs. 85% pre-Fieldcode) lets us proactively resolve delays. Optimized routes reduced fuel costs by [20%] and overtime, and templated workflows enabled us to onboard easily new clients without expanding back-office staff. Review collected by and hosted on G2.com.

Designing apps or form sheets is kind of limited. There's not an unlimited amount of design freedom, like with color schemes to artistically align with our brand. The design options feel a little constrained. Review collected by and hosted on G2.com.

Jotform provides an easy way to collect information, take payments, make sales, track data, create client engagement, and get client feedback seamlessly. Review collected by and hosted on G2.com.

It fits our needs, so there is nothing at the moment which is missing. Review collected by and hosted on G2.com.

The software really works best by using the admin software AND the mobile APP together. As a manager, you have control over every feature - but your techguys should only use mobileapp: open a job, attach photo & signature - and save! Thats the only thing they need. So make sure to try the app too! Review collected by and hosted on G2.com.

Scheduling our service calls and managing inventory. It is much easier now, because we see where our guys are at the moment. Great feature! Review collected by and hosted on G2.com.

I don’t have any major dislikes with HubSpot Service Hub, but a few things could be smoother from a work point of view.

While managing multiple patient queries, switching between contacts, tickets, and notes sometimes takes a few extra clicks. It works well, but the flow could be a bit more streamlined for service-focused tasks.

Some settings and options feel more detailed than what is usually needed for clinic support work. It is not confusing, but it does take a little time to understand what is most useful and what can be ignored.

These are small workflow points, and they don’t affect the core use of the platform for handling patient communication and follow-ups. Review collected by and hosted on G2.com.

I work as a dietitian and nutritionist, manage a homeopathy clinic, and handle patient communication, queries, and follow-ups. Earlier, one common challenge in my work was managing patient support in an organized way. Queries, follow-ups, and service-related communication were spread across different places, which made tracking difficult.

HubSpot Service Hub helps solve this problem by bringing all patient support work into one structured system. I can create tickets for different patient queries, add notes, set priorities, and track follow ups clearly. This helps ensure that every patient request is handled properly and nothing is missed.

Another important benefit is better visibility into support work. I can easily see which tickets are open, which ones are in progress, and which are resolved. This makes support handling more professional and organized, especially when managing multiple patients at the same time.

The AI features add extra value by helping summarize interactions and highlight next steps. When reviewing past support requests, the summaries make it quicker to understand the context and required action. This saves time and improves clarity while working.

HubSpot Service Hub also improves communication quality. All notes, updates, and interactions stay connected with the contact and ticket, which helps maintain continuity in patient support. This is very useful for follow-ups and ongoing care.

Overall, HubSpot Service Hub helps me manage patient support more efficiently, stay organized, and deliver a better service experience. It supports my daily work by making support tracking, communication, and follow ups clear, structured, and reliable. Review collected by and hosted on G2.com.

Since its establishment in 2014, Zapim has rapidly expanded to rank among the largest providers of billing software. Mr. Samiulla Shaik and Mrs. Pooja Pahwa are our founding members. They formally launched their new company, QUICK SMS NETWORK PRIVATE LIMITED, in 2020. This company has grown to become a trusted bulk SMS service provider in India, offering dependable, economical, quick, and easy-to-use services such as bulk SMS, toll-free lines, WhatsApp Business API, and omnichannel solutions. Review collected by and hosted on G2.com.

Zapium tackles common inefficiencies in field service operations—think outdated paper-based systems, fragmented communication, lack of task visibility, and slow or inaccurate reporting. Its tools streamline work orders, scheduling, asset tracking, and preventive maintenance workflows Review collected by and hosted on G2.com.

One thing I dislike about Fin by Intercom is that the quality of its answers depends heavily on the knowledge base. If the content isn’t well organized or kept up to date, the responses can end up being inaccurate or misleading. I’ve also found that, in some cases, the customization options feel limited. Review collected by and hosted on G2.com.

Fin by Intercom helps address high customer support volume by using AI to automate responses to common questions. By handling repetitive issues, it reduces the need for human agents to step in for routine requests. For me, this means saving time, lowering support costs, and freeing up agents to focus on more complex customer problems that require a human touch. Review collected by and hosted on G2.com.