Service Planning 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.

I would compare it to the experience with Android here, as it's absolutely the best in class, however, with the amount of customizations that are available, it can definitely be overwhelming. That's not even something I really dislike, but if I had to make a decision in that area, I would say it's customizable to the extreme. Review collected by and hosted on G2.com.

Prior to utilizing Salesforce, let's just say we had a mess of spreadsheets and all kinds of documentation. With sales force, it has completely helped us stay organized and it benefits us because it allows us to really take care of our members and spend less time and money on cleaning up and using manual processes. 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 license.

It would be helpfull that you could set-up a client access account at a lower price. Review collected by and hosted on G2.com.

You can share ideas of what you think could improve Atera or the add-ons together wioth everyone using Atera. If one particular idea pops-up a lot, they start improving that. Review collected by and hosted on G2.com.

One aspect I dislike about Zoho Desk is that some advanced features have a learning curve, especially for new users. Certain configurations and automations can feel complex at first, and deeper customization or integrations may require technical knowledge or higher-tier plans. However, once set up correctly, the system becomes very efficient. Review collected by and hosted on G2.com.

Zoho Desk solves the problem of fragmented and inefficient customer support by centralizing all customer queries from multiple channels into one system. It helps manage high ticket volumes, track response times, and ensure issues are resolved within set SLAs. This benefits me by improving organization, reducing response delays, increasing accountability, and allowing me to deliver faster, more consistent, and higher-quality customer support. Review collected by and hosted on G2.com.

Connecteam faces occasional scheduling bugs, sometimes slowness on mobile app

The program has less detailed analytics and tgis fails to support more specialized HR needs Review collected by and hosted on G2.com.

Connecteam is a powerful approach that makes sure valuable workforce coordination, something that consolidates every operational requirements in a centralized system

Connecteam ensures high time control and payroll accuracy, something that reduces chances for tome fraud

Connecteam embraces team collaboration and resourceful engagement, and this eliminates the information gaps that can happen to the desk-less

The program facilitates the training process in a company, something that acts as the knowledge centers to ensure proper and consistent training Review collected by and hosted on G2.com.

One thing I dislike about Zendesk is that it can become expensive as the team grows. Adding agents and advanced features increases costs quickly, which can be hard for startups or smaller teams. Another downside is that configuration can get complex. Triggers, automations, views, and workflows are powerful, but over time they become difficult to manage if not documented well. The UI, while functional, can feel heavy and slow when handling a large number of tickets. It's not always the fastest experience for agents. Customization also has limits; while Zendesk covers most use cases, very specific workflows sometimes require workarounds or custom apps. Review collected by and hosted on G2.com.

Zendesk for customer service solves the problem of chaotic and unscalable customer support. Without a dedicated system, customer messages come from everywhere—emails, contact forms, and chats—and it becomes impossible to track who responded, what was promised, or what is still pending. Zendesk centralizes all communication into structured tickets, which bring order to the chaos. It also solves the problem of missed or delayed responses. With SLA automations and priority rules, tickets are handled on time. This directly improves customer satisfaction and reduces frustration on both sides. From a backend developer perspective, Zendesk helps bridge the gap between support and engineering. Tickets can be enriched with logs, user IDs, metadata, and links to internal systems. This makes debugging real customer issues much faster and more accurate. Another big benefit is visibility and accountability. I can clearly see ticket volume, response time, backlog, and team performance. It helps make better decisions about staffing, product improvements, and system stability. Zendesk also reduces context switching. Support teams don't need to jump between tools, and developers don't need to chase information. Everything related to an issue lives in one place. It improves customer communication quality. Canned responses, macros, and templates ensure consistent and clear replies even when multiple agents are involved. Zendesk also helps with scalability. As the product grows and the user base increases, Zendesk can handle higher ticket volumes without changing the support process or tools. Another important benefit is the feedback loop to product development, repeated issues, bug reports, or feature requests are visible in Zendesk data. This helps the engineering and product teams prioritize real user pain points instead of guessing. So Zendesk benefits me by making support organized, measurable, and tightly connected to the product and backend system. It reduces noise, improves response quality, and helps teams work together more effectively in production environments. 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.

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.

One thing I dislike about Freshdesk is that some advanced features are available only in higher plans. For small teams or startups, this can limit how much value you get from the lower-tier plans. Another drawback is that reporting and analytics can feel basic unless I upgrade. While standard reports are helpful, deeper insights and customization sometimes require extra configuration or higher pricing. Sometimes automatic rules can become complex to manage as the number of workflows grows. If not well organized, it can be hard to understand why a ticket behaved a certain way. Performance can also slow down slightly when handling a very large number of tickets, especially during peak support hours. Review collected by and hosted on G2.com.

Freshdesk solves the core problem of scattered and unorganized customer support communication. Without a proper support system, customer issues come through different channels like email, chat, and social media, making it hard to track and respond efficiently. Freshdesk brings all these interactions into one unified ticketing system, which helps ensure that every customer request is handled properly. It also solves the problem of slow response times. With automation, SLAs, and priority rules, tickets are routed to the right team members quickly. This helps me respond faster and meet customer expectations more consistently. Another major benefit is better visibility into support operations. Freshdesk allows me to see how many tickets are open, who is working on what, and where delays are happening. This visibility helps improve team performance and identify bottlenecks early. Freshdesk also helps solve the problem of lack of collaboration in support teams. Internal notes, shared ownership, and team workflows make it easy for multiple people to work on the same issue without confusion. This is especially useful for technical or complex customer problems. It improves customer satisfaction by keeping communication clear and transparent. Customers receive updates, confirmations, and responses in a timely manner, which builds trust and confidence in their support process. Another important benefit is knowledge management. Freshdesk allows creating help articles and FAQs so customers can find answers on their own. This reduces repetitive tickets and frees up support agents to focus on more important issues. Freshdesk also helps with scalability. As the business grows and ticket volume increases, workflow, automation, and reporting can scale without changing tools, this makes it suitable for both small teams and growing organizations. It also supports multi-channel support so customers can reach out using the platform they prefer while their support team manager has everything in one place. Overall, Freshdesk benefits me by making customer support organized, efficient, collaborative, and scalable; it reduces chaos, improves response quality, and helps deliver a better customer experience with less operational stress. 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.

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.

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.

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.

Overall, I’m happy with Jotform, but the free Starter plan has a couple of limitations. The 100 MB available space feels quite low and increasing it to 1 GB would make the free plan much more practical. The monthly form views, currently capped at 1,000, can also be reached quickly even on a moderately visited website, so raising this limit to at least 5,000 would be very helpful. Review collected by and hosted on G2.com.

Jotform solves the problem of collecting and managing website inquiries efficiently. Before using it, visitor messages would get lost in emails or were harder to organize. With Jotform, every submission from the embedded Contact Us form is captured automatically, easy to view and can be sorted or exported quickly. The templates, customizable fields, and logic rules allow me to create a professional form that fits my website without any technical hassle. Even on the free Starter plan, Jotform saves me time, keeps submissions organized and ensures I can respond to visitors promptly. Overall, it makes handling website inquiries simple, reliable and efficient. 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.

Sometimes Fin by Intercom is very general in its responses or fails to fully understand the customers. Review collected by and hosted on G2.com.

Fin by Intercom helps us manage the workload by attending to customers with basic questions, thus avoiding overloading our executives. It is versatile, easy to adapt, and its human-like features in responses are an added value. Review collected by and hosted on G2.com.

There is not enough variety in templates. We would like to be able to create tables, charts, etc. Nevertheless, the team is responsive to the client's needs and is always improving the software, so we believe there will be more possibilities in the future. Review collected by and hosted on G2.com.

It has become easy for us to plan our work and allocate tasks. Frontu gives us quick access to information about the tasks have completed. Also, now we can keep all information in one place. Review collected by and hosted on G2.com.