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 integration between the Salesforce ecosystem and other clouds is not always as simple or included as I expected. Additionally, the initial startup was not very easy; it took about a year to get up to speed and involve all the stores in the data acquisition phase. Review collected by and hosted on G2.com.

It is necessary, at least for the implementation part of the solution, to consult a certified Salesforce partner to use the recommended best practices to avoid future problems. An important aspect during implementation is the choice of the data model to use, and having a clear understanding of which external tools you want to connect via API. The advice, if possible, is to use the Salesforce ecosystem as much as possible to have immediate and secure integrations. For example, by using Marketing Cloud as a marketing tool rather than other tools, data integration is quick and secure, avoiding the exchange of Excel files with sensitive data for data updates. Additionally, it is possible to schedule triggers based on customer behavior by integrating interactions across all systems. With the latest development of Salesforce (CDP), it is also possible to create customer groups that can be used both in Marketing Cloud and on Commerce Cloud using both navigation data and social data. Review collected by and hosted on G2.com.

Unify the customer's information in one place, making everything I need to know easily accessible. Review collected by and hosted on G2.com.

Setting up your help desk can be daunting given the complexity of many software solutions. Advanced users might observe that some features are more limited than in other systems, especially when it comes to CRMs and the constraints on fieldsets. Nevertheless, even with these limitations, we have managed to resolve every issue we've encountered so far. Review collected by and hosted on G2.com.

Bringing together our CRM, sales tools, billing system, and team communication platform into a single suite is something I haven't seen offered at this price point or with such straightforward implementation from any other competitor. Zoho Desk truly excels when used alongside the rest of the Zoho suite, and the integration works seamlessly. The time savings alone more than cover the cost, making it a worthwhile investment. Review collected by and hosted on G2.com.

Atera does not assist with managing Cloud SaaS workloads or end-user licensing, which happens to be a key area of expertise for us as an MSP. However, Altera is integral in providing reports and compliance verification. Review collected by and hosted on G2.com.

Altera serves as a game enabler by automating many of the time-consuming, low-level support tasks. This allows us to dedicate more attention to higher-value customer services and project-based work. As a result, customer satisfaction increases, and customer support becomes a profitable aspect of our operations. Review collected by and hosted on G2.com.

In my experience, I haven't encountered any disadvantages when using the Zendesk tool. Review collected by and hosted on G2.com.

With Zendesk, we were able to keep track of everything, starting from receiving calls to creating detailed records. The tool allows us to set the appropriate disposition for each case, such as marking it as pending, solved, or pending for a manager. Thanks to Zendesk, we have resolved many tickets efficiently and can easily find and send updates to our customers. As customer service representatives, it is important for us to provide resolutions, and this tool helps us do that effectively. Review collected by and hosted on G2.com.

The downside for me is that it has a huge learning curve. With someone who is time limited like myself learning each aspect of the program takes a lot of time. The more I use it the more I remember. I just wished I had more free time in my day to learn more of the program that can help me outside of the scheduling program which is my main focus Review collected by and hosted on G2.com.

It has helped me keep track of my schedules and find the dates and times I need to find coverage. 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 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.

Some settings related to chat behavior and automation are not immediately obvious and take time configure. The interface is generally clea, but a new actions require extra clicks. For smaller teams, certain advanced features may feel more than what needed. Review collected by and hosted on G2.com.

Freshdesk helps us avoid missed messages by centralizing websites chats into one inbox. Instead of checking multiple toola or emails, the team works from the same view. This improved response consistency and reduced confusion around ownership. We noticed fewer delayed replies and smoother collaboration within the first few weeks of use. Review collected by and hosted on G2.com.

It might work a little buggy from time to time, but this is definitly not a big problem. Review collected by and hosted on G2.com.

It prevents our teams to all keep the files and request seperately, we can have it all together in one place. Review collected by and hosted on G2.com.

Although having many features is beneficial, I found that it can make the software less intuitive for newcomers. When we first started using it, understanding everything was a bit challenging. However, after spending considerable time researching and experimenting, we managed to figure out how all the features work. Review collected by and hosted on G2.com.

As our company moves to the Cloud, Freshservice has addressed several challenges we faced with our tools being on-premises. Thanks to the app marketplace, we managed to migrate much of our workflow into Freshservice using the workflow Automator. This not only enabled us to make the transition but also helped us streamline entire processes. As a result, our team now spends less time on certain tasks and can focus their efforts on other productive activities. Review collected by and hosted on G2.com.

The free version works well for daily use, but there are some limits. You can only have a certain number of contacts, dashboards, reports, and email templates. Some advanced features and integrations are only available on paid plans. For now, it’s fine, but it could feel limiting as your needs grow. Review collected by and hosted on G2.com.

HubSpot Service Hub helps me manage all my customer communications in one place. With the shared inbox, I can easily track emails, live chat messages and form submissions without missing anything. The ticketing system allows me to organize customer issues, assign tasks, and follow up efficiently. Forms and automated emails help me gather information and respond to inquiries faster. Overall, it keeps my workflow organized, saves time and ensures I can respond to customers promptly, which improves the quality of support I provide. Integrating with Microsoft Teams adds an extra layer of convenience, letting me stay updated on customer interactions without switching apps. 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.

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.

What I dislike is Accuracy on niche/specific questions is lower Fin depends a lot on how well your help‑docs / knowledge base cover a topic. If your content isn’t clear, detailed, or well‑structured, Fin may misunderstand or give incomplete answers. Users report that for edge‑cases or very particular product questions, Fin sometimes “hallucinates” or has to be rescued by a human. Review collected by and hosted on G2.com.

Problems that Fin is addressing is High volume of repetitive / low‑complexity support requests. Many support teams spend a lot of time handling “obvious” or frequently asked questions: order status checks, refunds, basic product usage, billing, etc. These take up agent bandwidth, slow down response times, and add cost. Review collected by and hosted on G2.com.

While Jobber helps with basic scheduling and client management, there are some limitations. Clients on recurring plans cannot leave tips for technicians. Reports are incomplete, and to gather all the information needed for taxes, multiple reports must be run. Additionally, not all phone support staff are bilingual, which can make communication challenging at times. Review collected by and hosted on G2.com.

The main reason I switched to Jobber was that it respects the permissions I set for my technicians. My previous CRM didn’t do this, which caused issues with managing access and responsibilities. With Jobber, I can confidently control what each team member can see and do in the app, making operations much smoother and more secure. Review collected by and hosted on G2.com.

One thing I would like to see improved is more layout flexibility when customizing appointment pages. It works well, but a few more design or branding options would make it even better Review collected by and hosted on G2.com.

Before using it, scheduling was scattered between emails, calls, and different apps, which made things confusing and easy to miss. Now appointments, follow-ups, and reminders are centralized.it helps prevent double booking, improves response time, and makes communication smoother for both sides Review collected by and hosted on G2.com.

While I find Jotform to be somewhat limited in terms of customisation, overall we are very satisfied with it as a program. Review collected by and hosted on G2.com.

Running a charity involves a lot of coordination, managing events, collecting media submissions, processing bookings, and gathering information from members and volunteers. Jotform helps solve several key challenges in these areas.

Streamlined Form Creation

Jotform allows us to quickly create customised forms for a wide range of purposes, from event bookings to media submissions. We no longer need to rely on paper forms or complex spreadsheets, which reduces errors and saves time.

Efficient Data Collection and Organisation

All submissions are automatically collected and organised in one place, making it easy to track responses, monitor participation, and generate reports. This ensures we stay organised and can respond promptly to members, parents, and volunteers.

Improved Accessibility and Convenience

Members, volunteers, and parents can access forms online from any device, at any time. This flexibility increases engagement and ensures that important information, like event bookings or consent forms, is submitted on time.

Integrated Tools for Better Management

Jotform integrates with calendars, spreadsheets, and email systems, allowing us to manage bookings, reminders, and notifications seamlessly. This reduces administrative workload and minimises the risk of missed submissions or deadlines.

Secure and Compliant Data Handling

With Jotform, sensitive information, such as contact details, consents, and media submissions, is stored securely, helping us maintain trust and comply with data protection regulations.

Benefits for Us

By solving these challenges, Jotform allows us to operate more efficiently and professionally. It saves time for our volunteers and staff, ensures accurate and timely information collection, and provides a smooth experience for members, parents, and partners alike. Review collected by and hosted on G2.com.

We use our own CRM, which CommBox isn't integrated into. Review collected by and hosted on G2.com.

Lead generation

Lead qualification

Send outbound campaigns

We can manage multiple conversations at once.

We route calls from IVR to WhatsApp‏ Review collected by and hosted on G2.com.