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SysAid logo
4.5
440

The most advanced AI-powered ITSM platform in the market

visit website
Reviews Sentiment
Positive Reviews
Rating Breakdown
    Value for money
    4.6
    Ease of use
    4.5
    Features
    4.5
    Customer support
    4.5
Pros and Cons from SysAid users   
avatar
avatar
+15
We've been provided prompt, friendly, and accurate help from both the sales and tech support teams at SysAid over the years. They are always eager to help in any way possible.
Finding the capacity to setup all the features and functionality has been a challenge. This isn't a con but more of a frustration for me.
Their professional support has always been receptive and their ability to present solution for complex business processes has always been impressive.
Since you have all the control over the tool, sometime is hard to fix problems dur the technical support.
I didn't need a lot of help during the initial setup, but when I reached out to them, the service was always excellent.
Emails notifications is ugly. Not intuitive software, hardly understandable at first.
Ease of integration to other services like slack, ease of implementation and set up.
There are so many configuration options, it can get confusing.
Our admins have greater visibility of the tickets submitted. Our end users love the product as well.
We've sold SysAid software to our customers for 15 years and have found SysAid ITSM to be an excellent help desk solution for many of our customers.
Support is great and end user experience is very postive. It is very simple to use and has lots of opportunities.
He system is stable and user-friendly, it has allowed us to establish workflows for the attention of requests and resolution of incidents.
The ease of implementation and the quality of PS engagement with ongoing questions and support.
The implementation was straight forward for us and the constantly add improvements without changing the price which is great.
Great solution, excellent service, great integration.
Issue escalation matrix & auto email progress. User friendly ,easy installation , Easy on user traning.
SysAid does a fantastic job of allowing customization of your daily workflow allowing your team to easily address issues on a daily basis.
With SysAid, we like the AD integration, Asset Inventory and cost.
We've been provided prompt, friendly, and accurate help from both the sales and tech support teams at SysAid over the years. They are always eager to help in any way possible.
Finding the capacity to setup all the features and functionality has been a challenge. This isn't a con but more of a frustration for me.
Their professional support has always been receptive and their ability to present solution for complex business processes has always been impressive.
Since you have all the control over the tool, sometime is hard to fix problems dur the technical support.
I didn't need a lot of help during the initial setup, but when I reached out to them, the service was always excellent.
Emails notifications is ugly. Not intuitive software, hardly understandable at first.
Ease of integration to other services like slack, ease of implementation and set up.
There are so many configuration options, it can get confusing.
Our admins have greater visibility of the tickets submitted. Our end users love the product as well.
We've sold SysAid software to our customers for 15 years and have found SysAid ITSM to be an excellent help desk solution for many of our customers.
Support is great and end user experience is very postive. It is very simple to use and has lots of opportunities.
He system is stable and user-friendly, it has allowed us to establish workflows for the attention of requests and resolution of incidents.
The ease of implementation and the quality of PS engagement with ongoing questions and support.
The implementation was straight forward for us and the constantly add improvements without changing the price which is great.
Great solution, excellent service, great integration.
Issue escalation matrix & auto email progress. User friendly ,easy installation , Easy on user traning.
SysAid does a fantastic job of allowing customization of your daily workflow allowing your team to easily address issues on a daily basis.
With SysAid, we like the AD integration, Asset Inventory and cost.
We've been provided prompt, friendly, and accurate help from both the sales and tech support teams at SysAid over the years. They are always eager to help in any way possible.
Finding the capacity to setup all the features and functionality has been a challenge. This isn't a con but more of a frustration for me.
Their professional support has always been receptive and their ability to present solution for complex business processes has always been impressive.
Since you have all the control over the tool, sometime is hard to fix problems dur the technical support.
I didn't need a lot of help during the initial setup, but when I reached out to them, the service was always excellent.
Emails notifications is ugly. Not intuitive software, hardly understandable at first.
Ease of integration to other services like slack, ease of implementation and set up.
There are so many configuration options, it can get confusing.
Our admins have greater visibility of the tickets submitted. Our end users love the product as well.
We've sold SysAid software to our customers for 15 years and have found SysAid ITSM to be an excellent help desk solution for many of our customers.
Support is great and end user experience is very postive. It is very simple to use and has lots of opportunities.
He system is stable and user-friendly, it has allowed us to establish workflows for the attention of requests and resolution of incidents.
The ease of implementation and the quality of PS engagement with ongoing questions and support.
The implementation was straight forward for us and the constantly add improvements without changing the price which is great.
Great solution, excellent service, great integration.
Issue escalation matrix & auto email progress. User friendly ,easy installation , Easy on user traning.
SysAid does a fantastic job of allowing customization of your daily workflow allowing your team to easily address issues on a daily basis.
With SysAid, we like the AD integration, Asset Inventory and cost.
JIRA Service Management logo
4.5
650

The only ITSM solution built on the Jira platform

visit website
Reviews Sentiment
Positive Reviews
Rating Breakdown
    Value for money
    4.3
    Ease of use
    4.2
    Features
    4.5
    Customer support
    4.3
Pros and Cons from JIRA Service Management users   
avatar
+15
Great interface provided by service desk. I would recommend Jira, it has fantastic user interface with a lot features.
Workflows broke without a reason because, you know, it's SharePoint. And the entire process of serving customers was dead slow.
It's a good tool to track your tickets and projects you are working on. The entire Gantt chart flow is really good and helps you keep yourself updated with the projects and issues at hand.
The downside is that there is no easy way to migrate any of your changes from dev to production.
Initial setup can be complex but it can also be super powerful if you are able to configure it properly. It's visual scripting and workflow tool is really capable and easy to learn.
Software problems reporting for clients, in-house sorted problem manager.
The Jira Service Desk has been a great tool within our company. I find the ability to customize your request with some required and some option fields really helpful.
Setup/installation can be painful. Docs are available only in English.
Great solution that helps organize work and keeps important case related items out of email.
There are some very useful and well-designed default reports included for ticket statistics (which can be used to keep management happy!).
Overall, this is a great tool for service teams. Managers will enjoy the dashboard view of metrics and the customizable queues.
It can be expanded to include all kinds of reportable metrics for teams of any size. There are tons of integrations as well, making this a great tool for those who want flexibility.
Atlassian products work very well, contain awesome Lucene search functionality, which means you can search text string and it will look up all text fields and give you service desk ticket match.
It's extremely customizable and the administrative configuration is really intuitive. It's also a great value from a cost perspective.
Overall we are very happy with Jira Service Desk; it has allowed us to provide a higher level of support to users than our previous service desk, and non-profit pricing was very beneficial for us.
The tool is easy to use and navigate. Even first time users would be able to figure out how to submit a ticket/request with ease.
Integrations and automation with other systems make a very useful and fluid toolbox that actually makes life easier.
Jira Service Desk integrates well with other Atlassian tools. I like the weekly sprint and backlog views.
Great interface provided by service desk. I would recommend Jira, it has fantastic user interface with a lot features.
Workflows broke without a reason because, you know, it's SharePoint. And the entire process of serving customers was dead slow.
It's a good tool to track your tickets and projects you are working on. The entire Gantt chart flow is really good and helps you keep yourself updated with the projects and issues at hand.
The downside is that there is no easy way to migrate any of your changes from dev to production.
Initial setup can be complex but it can also be super powerful if you are able to configure it properly. It's visual scripting and workflow tool is really capable and easy to learn.
Software problems reporting for clients, in-house sorted problem manager.
The Jira Service Desk has been a great tool within our company. I find the ability to customize your request with some required and some option fields really helpful.
Setup/installation can be painful. Docs are available only in English.
Great solution that helps organize work and keeps important case related items out of email.
There are some very useful and well-designed default reports included for ticket statistics (which can be used to keep management happy!).
Overall, this is a great tool for service teams. Managers will enjoy the dashboard view of metrics and the customizable queues.
It can be expanded to include all kinds of reportable metrics for teams of any size. There are tons of integrations as well, making this a great tool for those who want flexibility.
Atlassian products work very well, contain awesome Lucene search functionality, which means you can search text string and it will look up all text fields and give you service desk ticket match.
It's extremely customizable and the administrative configuration is really intuitive. It's also a great value from a cost perspective.
Overall we are very happy with Jira Service Desk; it has allowed us to provide a higher level of support to users than our previous service desk, and non-profit pricing was very beneficial for us.
The tool is easy to use and navigate. Even first time users would be able to figure out how to submit a ticket/request with ease.
Integrations and automation with other systems make a very useful and fluid toolbox that actually makes life easier.
Jira Service Desk integrates well with other Atlassian tools. I like the weekly sprint and backlog views.
Great interface provided by service desk. I would recommend Jira, it has fantastic user interface with a lot features.
Workflows broke without a reason because, you know, it's SharePoint. And the entire process of serving customers was dead slow.
It's a good tool to track your tickets and projects you are working on. The entire Gantt chart flow is really good and helps you keep yourself updated with the projects and issues at hand.
The downside is that there is no easy way to migrate any of your changes from dev to production.
Initial setup can be complex but it can also be super powerful if you are able to configure it properly. It's visual scripting and workflow tool is really capable and easy to learn.
Software problems reporting for clients, in-house sorted problem manager.
The Jira Service Desk has been a great tool within our company. I find the ability to customize your request with some required and some option fields really helpful.
Setup/installation can be painful. Docs are available only in English.
Great solution that helps organize work and keeps important case related items out of email.
There are some very useful and well-designed default reports included for ticket statistics (which can be used to keep management happy!).
Overall, this is a great tool for service teams. Managers will enjoy the dashboard view of metrics and the customizable queues.
It can be expanded to include all kinds of reportable metrics for teams of any size. There are tons of integrations as well, making this a great tool for those who want flexibility.
Atlassian products work very well, contain awesome Lucene search functionality, which means you can search text string and it will look up all text fields and give you service desk ticket match.
It's extremely customizable and the administrative configuration is really intuitive. It's also a great value from a cost perspective.
Overall we are very happy with Jira Service Desk; it has allowed us to provide a higher level of support to users than our previous service desk, and non-profit pricing was very beneficial for us.
The tool is easy to use and navigate. Even first time users would be able to figure out how to submit a ticket/request with ease.
Integrations and automation with other systems make a very useful and fluid toolbox that actually makes life easier.
Jira Service Desk integrates well with other Atlassian tools. I like the weekly sprint and backlog views.
Zendesk Suite logo
4.4
3.8K

Service-first CRM company that builds support & sales tools

visit website
Reviews Sentiment
Positive Reviews
Rating Breakdown
    Value for money
    4.2
    Ease of use
    4.3
    Features
    4.4
    Customer support
    4.3
Pros and Cons from Zendesk Suite users   
+15
I love that its very user friendly to use ad easy to manage tasks. I love the interface make it easy to get tickets handled and provide the best customer service for my job.
Tremendously disappointing for a company that sells ticketing software to have such a poor interaction when it comes to using it.
This was a much appreciated improvement. A great feature is that you can integrated with the big social media platforms like Twitter and Facebook to allow CC to responde quite quickly.
Non-Existent & TERRIBLE Customer Service. You are just a number to them.
Overall I’m extremely satisfied with Zendesk, It has a lot of great features that helps us provide a great customer support service which is important for a successful business.
If you ever need support from Zendesk then it is horrible.
Overall experience has been good. Very happy for the product and how it helps us stay organized with the tickets we have coming in.
The only minor dislike us that when the client your chatting with goes offline your messages or conversation gets erased.
I loved the ease of deployment and the UX on the admin end. It was very easy to segment and follow what was going on and was even fun to play with different options.
We ended up switching to a free service which better fit our needs. All in all it was a pleasant experience and we used it for 3 years to manage the chat on our site.
It’s very useful for our customer support helpline which we launched during the pandemic and insures that we make the customer journey experience good for.
I liked the simple yet useful UI of zendesk. The ticketing system is very useful and efficient, reporting and user data is useful and quite accurate.
I like Zendesk's robust ticketing capabilities. Despite its high price, it's an extremely powerful CRM tool when compared to competitors.
Overall, it's a fantastic platform for e-mail support while also offering the ability to have everything in one place.
We have been using Zendesk for a client project to help us receive and assign tickets from our client. The system is great and easy to use.
I like the premade templates that is currently used for our FAQ. It is great that our engineering team does not need to develop this separately.
Also it can easily be integrated to a lot of platform. What I like the most is the ability to integrate with Slack.
Zendesk is a powerful CRM tool that totally worth the price.
I love that its very user friendly to use ad easy to manage tasks. I love the interface make it easy to get tickets handled and provide the best customer service for my job.
Tremendously disappointing for a company that sells ticketing software to have such a poor interaction when it comes to using it.
This was a much appreciated improvement. A great feature is that you can integrated with the big social media platforms like Twitter and Facebook to allow CC to responde quite quickly.
Non-Existent & TERRIBLE Customer Service. You are just a number to them.
Overall I’m extremely satisfied with Zendesk, It has a lot of great features that helps us provide a great customer support service which is important for a successful business.
If you ever need support from Zendesk then it is horrible.
Overall experience has been good. Very happy for the product and how it helps us stay organized with the tickets we have coming in.
The only minor dislike us that when the client your chatting with goes offline your messages or conversation gets erased.
I loved the ease of deployment and the UX on the admin end. It was very easy to segment and follow what was going on and was even fun to play with different options.
We ended up switching to a free service which better fit our needs. All in all it was a pleasant experience and we used it for 3 years to manage the chat on our site.
It’s very useful for our customer support helpline which we launched during the pandemic and insures that we make the customer journey experience good for.
I liked the simple yet useful UI of zendesk. The ticketing system is very useful and efficient, reporting and user data is useful and quite accurate.
I like Zendesk's robust ticketing capabilities. Despite its high price, it's an extremely powerful CRM tool when compared to competitors.
Overall, it's a fantastic platform for e-mail support while also offering the ability to have everything in one place.
We have been using Zendesk for a client project to help us receive and assign tickets from our client. The system is great and easy to use.
I like the premade templates that is currently used for our FAQ. It is great that our engineering team does not need to develop this separately.
Also it can easily be integrated to a lot of platform. What I like the most is the ability to integrate with Slack.
Zendesk is a powerful CRM tool that totally worth the price.
I love that its very user friendly to use ad easy to manage tasks. I love the interface make it easy to get tickets handled and provide the best customer service for my job.
Tremendously disappointing for a company that sells ticketing software to have such a poor interaction when it comes to using it.
This was a much appreciated improvement. A great feature is that you can integrated with the big social media platforms like Twitter and Facebook to allow CC to responde quite quickly.
Non-Existent & TERRIBLE Customer Service. You are just a number to them.
Overall I’m extremely satisfied with Zendesk, It has a lot of great features that helps us provide a great customer support service which is important for a successful business.
If you ever need support from Zendesk then it is horrible.
Overall experience has been good. Very happy for the product and how it helps us stay organized with the tickets we have coming in.
The only minor dislike us that when the client your chatting with goes offline your messages or conversation gets erased.
I loved the ease of deployment and the UX on the admin end. It was very easy to segment and follow what was going on and was even fun to play with different options.
We ended up switching to a free service which better fit our needs. All in all it was a pleasant experience and we used it for 3 years to manage the chat on our site.
It’s very useful for our customer support helpline which we launched during the pandemic and insures that we make the customer journey experience good for.
I liked the simple yet useful UI of zendesk. The ticketing system is very useful and efficient, reporting and user data is useful and quite accurate.
I like Zendesk's robust ticketing capabilities. Despite its high price, it's an extremely powerful CRM tool when compared to competitors.
Overall, it's a fantastic platform for e-mail support while also offering the ability to have everything in one place.
We have been using Zendesk for a client project to help us receive and assign tickets from our client. The system is great and easy to use.
I like the premade templates that is currently used for our FAQ. It is great that our engineering team does not need to develop this separately.
Also it can easily be integrated to a lot of platform. What I like the most is the ability to integrate with Slack.
Zendesk is a powerful CRM tool that totally worth the price.
Front logo
4.6
260

How 8,000+ companies streamline customer communication.

visit website
Reviews Sentiment
Positive Reviews
Rating Breakdown
    Value for money
    4.2
    Ease of use
    4.5
    Features
    4.4
    Customer support
    4.4
Pros and Cons from Front users   
avatar
avatar
+15
It can be super helpful to better communication within your org and connecting other forms of communication like Facebook chat.
However, the number of times we experienced an outage was frustrating.
Support team really does an incredible job at providing super helpful information quickly and kindly. Their self-support documentation is also wonderful.
When you send a message there is a gap of 5 seconds to cancel it but once it has been sent there is no way to recall it.
There are so many features that are great for organizing your inbox. The organizational benefits allow you to be more efficient in your daily workflow.
I really did not listen to the sales rep, he warn me, literally said: if you ar going to use it only for the scheduling links features it will be an overkill.
It's super easy to use and perfect when working in team. It's basically impossible to miss any email with this software and super nice the way it looks like when using it on a daily basis.
When I try to use my Gmail now it causes a lot of bugs with moving/altering emails. This is rather annoying as I still need to use my standard email for internal emailing.
This software makes it easy to collaborate on emails, gives staff accountability, has fair audit features, and if you pay enough money, the ability to create additional roles is also pretty nice.
Our overall experience with Front has been extremely positive. Front provides a great interface and robust feature set that does exactly what it needs to do to get the job done.
I think my favorite thing about Front is the ability to collaborate with teammates on emails + share drafts. I also use the canned response feature A LOT, as well as the Snooze ability.
It has integration with Salesforce that allows our reps to interact seamlessly (for 90%+ of instances). We're very happy with the rule automation and workflow management.
Front is great categorizing and assigning inbound messages in an efficient manner. I especially love the tag feature.
I like the simplicity and intuitiveness of Front. One of my favorite little features is how you can create a new pre-written response directly from an email you're drafting up.
I also love the UI, to me it's much more clean and open in comparison to gmail, what we used before Front.
I love the ability to interact with all our support tools - phone, email, chat from intercom, while interacting with our full team (support team of 5).
Front is a fantastic tool for teams on a budget.
Used as a shared inbox for our customer success org and it solves so many problems. Shared inbox, Salesforce integration, and assigning tasks are some highlights.
It can be super helpful to better communication within your org and connecting other forms of communication like Facebook chat.
However, the number of times we experienced an outage was frustrating.
Support team really does an incredible job at providing super helpful information quickly and kindly. Their self-support documentation is also wonderful.
When you send a message there is a gap of 5 seconds to cancel it but once it has been sent there is no way to recall it.
There are so many features that are great for organizing your inbox. The organizational benefits allow you to be more efficient in your daily workflow.
I really did not listen to the sales rep, he warn me, literally said: if you ar going to use it only for the scheduling links features it will be an overkill.
It's super easy to use and perfect when working in team. It's basically impossible to miss any email with this software and super nice the way it looks like when using it on a daily basis.
When I try to use my Gmail now it causes a lot of bugs with moving/altering emails. This is rather annoying as I still need to use my standard email for internal emailing.
This software makes it easy to collaborate on emails, gives staff accountability, has fair audit features, and if you pay enough money, the ability to create additional roles is also pretty nice.
Our overall experience with Front has been extremely positive. Front provides a great interface and robust feature set that does exactly what it needs to do to get the job done.
I think my favorite thing about Front is the ability to collaborate with teammates on emails + share drafts. I also use the canned response feature A LOT, as well as the Snooze ability.
It has integration with Salesforce that allows our reps to interact seamlessly (for 90%+ of instances). We're very happy with the rule automation and workflow management.
Front is great categorizing and assigning inbound messages in an efficient manner. I especially love the tag feature.
I like the simplicity and intuitiveness of Front. One of my favorite little features is how you can create a new pre-written response directly from an email you're drafting up.
I also love the UI, to me it's much more clean and open in comparison to gmail, what we used before Front.
I love the ability to interact with all our support tools - phone, email, chat from intercom, while interacting with our full team (support team of 5).
Front is a fantastic tool for teams on a budget.
Used as a shared inbox for our customer success org and it solves so many problems. Shared inbox, Salesforce integration, and assigning tasks are some highlights.
It can be super helpful to better communication within your org and connecting other forms of communication like Facebook chat.
However, the number of times we experienced an outage was frustrating.
Support team really does an incredible job at providing super helpful information quickly and kindly. Their self-support documentation is also wonderful.
When you send a message there is a gap of 5 seconds to cancel it but once it has been sent there is no way to recall it.
There are so many features that are great for organizing your inbox. The organizational benefits allow you to be more efficient in your daily workflow.
I really did not listen to the sales rep, he warn me, literally said: if you ar going to use it only for the scheduling links features it will be an overkill.
It's super easy to use and perfect when working in team. It's basically impossible to miss any email with this software and super nice the way it looks like when using it on a daily basis.
When I try to use my Gmail now it causes a lot of bugs with moving/altering emails. This is rather annoying as I still need to use my standard email for internal emailing.
This software makes it easy to collaborate on emails, gives staff accountability, has fair audit features, and if you pay enough money, the ability to create additional roles is also pretty nice.
Our overall experience with Front has been extremely positive. Front provides a great interface and robust feature set that does exactly what it needs to do to get the job done.
I think my favorite thing about Front is the ability to collaborate with teammates on emails + share drafts. I also use the canned response feature A LOT, as well as the Snooze ability.
It has integration with Salesforce that allows our reps to interact seamlessly (for 90%+ of instances). We're very happy with the rule automation and workflow management.
Front is great categorizing and assigning inbound messages in an efficient manner. I especially love the tag feature.
I like the simplicity and intuitiveness of Front. One of my favorite little features is how you can create a new pre-written response directly from an email you're drafting up.
I also love the UI, to me it's much more clean and open in comparison to gmail, what we used before Front.
I love the ability to interact with all our support tools - phone, email, chat from intercom, while interacting with our full team (support team of 5).
Front is a fantastic tool for teams on a budget.
Used as a shared inbox for our customer success org and it solves so many problems. Shared inbox, Salesforce integration, and assigning tasks are some highlights.
Zoho Desk logo
4.5
2.1K

Superior customer service. Lasting experiences.

visit website
Reviews Sentiment
Positive Reviews
Rating Breakdown
    Value for money
    4.5
    Ease of use
    4.4
    Features
    4.5
    Customer support
    4.3
Pros and Cons from Zoho Desk users   
avatar
avatar
avatar
+15
Zoho Desk is a great addition to the Zoho Suite of products. We appreciate the great value offers in the entire suite.
Previous to using Zoho, we were managing all our CS in our email inbox. Items were getting lost or forgotten about and it was driving me crazy.
You can customize anything you would like to match your platform's needs. It follows all relevant customer behavior ,prior to interactions , and it helps us anticipate their needs better.
The user interface can be a bit confusing if you are an entry level user.
I like that this helpdesk solution is flexible enough to allow for various usage - in my case we used it to field digital marketing and creative requests.
Lack of customization options in the lower subscription tiers.
It is very practical to use, friendly and super complete the tool, to be able to control the tickets in detail.
Sometimes it does not allow the administrator to assign tasks to their teams. It is an error that occurs occasionally.
Integration with a lot of helpful apps to fulfill your task in a better way ex.
It easy to use and user friendly. Remote access tool is very good.
Fantastic and easy experice, fast to set up and customize.
We've thought that it was' improved our reaction times to inbound messages, and accordingly the speed at which we will answer and resolve clients' inquiries.
Great - and their customer service is great as well.
The Zoho support is excellent and they always solve the issues you are trying to tackle.
We're a Books and Subscriptions user so being able to have a single pane of glass view is amazing.
Too many useful tool and easy to use friendly interface.
Cost and ease of getting set up. Support personnel always helpful.
Good Integration with Sprint and allows tickets to integrate.
Zoho Desk is a great addition to the Zoho Suite of products. We appreciate the great value offers in the entire suite.
Previous to using Zoho, we were managing all our CS in our email inbox. Items were getting lost or forgotten about and it was driving me crazy.
You can customize anything you would like to match your platform's needs. It follows all relevant customer behavior ,prior to interactions , and it helps us anticipate their needs better.
The user interface can be a bit confusing if you are an entry level user.
I like that this helpdesk solution is flexible enough to allow for various usage - in my case we used it to field digital marketing and creative requests.
Lack of customization options in the lower subscription tiers.
It is very practical to use, friendly and super complete the tool, to be able to control the tickets in detail.
Sometimes it does not allow the administrator to assign tasks to their teams. It is an error that occurs occasionally.
Integration with a lot of helpful apps to fulfill your task in a better way ex.
It easy to use and user friendly. Remote access tool is very good.
Fantastic and easy experice, fast to set up and customize.
We've thought that it was' improved our reaction times to inbound messages, and accordingly the speed at which we will answer and resolve clients' inquiries.
Great - and their customer service is great as well.
The Zoho support is excellent and they always solve the issues you are trying to tackle.
We're a Books and Subscriptions user so being able to have a single pane of glass view is amazing.
Too many useful tool and easy to use friendly interface.
Cost and ease of getting set up. Support personnel always helpful.
Good Integration with Sprint and allows tickets to integrate.
Zoho Desk is a great addition to the Zoho Suite of products. We appreciate the great value offers in the entire suite.
Previous to using Zoho, we were managing all our CS in our email inbox. Items were getting lost or forgotten about and it was driving me crazy.
You can customize anything you would like to match your platform's needs. It follows all relevant customer behavior ,prior to interactions , and it helps us anticipate their needs better.
The user interface can be a bit confusing if you are an entry level user.
I like that this helpdesk solution is flexible enough to allow for various usage - in my case we used it to field digital marketing and creative requests.
Lack of customization options in the lower subscription tiers.
It is very practical to use, friendly and super complete the tool, to be able to control the tickets in detail.
Sometimes it does not allow the administrator to assign tasks to their teams. It is an error that occurs occasionally.
Integration with a lot of helpful apps to fulfill your task in a better way ex.
It easy to use and user friendly. Remote access tool is very good.
Fantastic and easy experice, fast to set up and customize.
We've thought that it was' improved our reaction times to inbound messages, and accordingly the speed at which we will answer and resolve clients' inquiries.
Great - and their customer service is great as well.
The Zoho support is excellent and they always solve the issues you are trying to tackle.
We're a Books and Subscriptions user so being able to have a single pane of glass view is amazing.
Too many useful tool and easy to use friendly interface.
Cost and ease of getting set up. Support personnel always helpful.
Good Integration with Sprint and allows tickets to integrate.
Freshservice logo
4.5
568

A complete IT service management (ITSM) tool for business

visit website
Reviews Sentiment
Positive Reviews
Rating Breakdown
    Value for money
    4.4
    Ease of use
    4.5
    Features
    4.3
    Customer support
    4.6
Pros and Cons from Freshservice users   
avatar
avatar
avatar
+15
I love the private note feature as well, we can suggest solutions to specialists working on solving an issue before it is escalated. Something else I liked about FS is their asset management utility.
I placed 2 trouble tickets and I had my account suspended because I apparently was harassing them.
The integration with email is good, and we really like the mobile app as it gives us a far better ability to respond when away from the desk than email alerts.
Difficult to note any dislikes on the application. Any issues we have are being considered for future upgrades.
The interface is extremely user friendly, ticket management is far superior to the system we were previously using and the support has been fantastic so far.
Lack of Flexibiity to link with other products such as JIRA for example.
The pricing for this product is very competitive which is great for the IT budget and value for dollar represent a good deal. I find the Support team is very helpful and responsive.
Mobile app is not as intuitive as desktop experience and can feel difficult to navigate for some users.
The like most of this software is easy to use and raise our issue on directly to concern and resolve it faster.
Every time I check in with our team of Agents, everyone is extremely happy with the switch and, overall, I am looking forward to the positive changes this is bringing our teams.
Customization is solid and allows you to integrate your company branding quite well. Good, and easy to create, manage, edit knowledge base system.
Innovation of the product - it constantly change, either with new features or enhanced functionality. The team is always happy to listen to suggestions from their customers and to enhance the product.
Affordable All-Inclusive IT Help Desk Solution.
Streamlined interface has been easy for our IT team to learn and use. I like the ability to track and link incidents, service requests, changes and problems.
Flexibility in using products such as Incidents/Problems/Admin/Solutions etc. I can either log a ticket or speak on the chat - good turn around on wait times.
Cloud-based platform provides great customer service.
Ease of use, price, integration options with other applications.
Out of the box functionality with default configuration is quick and easy.
I love the private note feature as well, we can suggest solutions to specialists working on solving an issue before it is escalated. Something else I liked about FS is their asset management utility.
I placed 2 trouble tickets and I had my account suspended because I apparently was harassing them.
The integration with email is good, and we really like the mobile app as it gives us a far better ability to respond when away from the desk than email alerts.
Difficult to note any dislikes on the application. Any issues we have are being considered for future upgrades.
The interface is extremely user friendly, ticket management is far superior to the system we were previously using and the support has been fantastic so far.
Lack of Flexibiity to link with other products such as JIRA for example.
The pricing for this product is very competitive which is great for the IT budget and value for dollar represent a good deal. I find the Support team is very helpful and responsive.
Mobile app is not as intuitive as desktop experience and can feel difficult to navigate for some users.
The like most of this software is easy to use and raise our issue on directly to concern and resolve it faster.
Every time I check in with our team of Agents, everyone is extremely happy with the switch and, overall, I am looking forward to the positive changes this is bringing our teams.
Customization is solid and allows you to integrate your company branding quite well. Good, and easy to create, manage, edit knowledge base system.
Innovation of the product - it constantly change, either with new features or enhanced functionality. The team is always happy to listen to suggestions from their customers and to enhance the product.
Affordable All-Inclusive IT Help Desk Solution.
Streamlined interface has been easy for our IT team to learn and use. I like the ability to track and link incidents, service requests, changes and problems.
Flexibility in using products such as Incidents/Problems/Admin/Solutions etc. I can either log a ticket or speak on the chat - good turn around on wait times.
Cloud-based platform provides great customer service.
Ease of use, price, integration options with other applications.
Out of the box functionality with default configuration is quick and easy.
I love the private note feature as well, we can suggest solutions to specialists working on solving an issue before it is escalated. Something else I liked about FS is their asset management utility.
I placed 2 trouble tickets and I had my account suspended because I apparently was harassing them.
The integration with email is good, and we really like the mobile app as it gives us a far better ability to respond when away from the desk than email alerts.
Difficult to note any dislikes on the application. Any issues we have are being considered for future upgrades.
The interface is extremely user friendly, ticket management is far superior to the system we were previously using and the support has been fantastic so far.
Lack of Flexibiity to link with other products such as JIRA for example.
The pricing for this product is very competitive which is great for the IT budget and value for dollar represent a good deal. I find the Support team is very helpful and responsive.
Mobile app is not as intuitive as desktop experience and can feel difficult to navigate for some users.
The like most of this software is easy to use and raise our issue on directly to concern and resolve it faster.
Every time I check in with our team of Agents, everyone is extremely happy with the switch and, overall, I am looking forward to the positive changes this is bringing our teams.
Customization is solid and allows you to integrate your company branding quite well. Good, and easy to create, manage, edit knowledge base system.
Innovation of the product - it constantly change, either with new features or enhanced functionality. The team is always happy to listen to suggestions from their customers and to enhance the product.
Affordable All-Inclusive IT Help Desk Solution.
Streamlined interface has been easy for our IT team to learn and use. I like the ability to track and link incidents, service requests, changes and problems.
Flexibility in using products such as Incidents/Problems/Admin/Solutions etc. I can either log a ticket or speak on the chat - good turn around on wait times.
Cloud-based platform provides great customer service.
Ease of use, price, integration options with other applications.
Out of the box functionality with default configuration is quick and easy.
InvGate Service Desk logo
4.6
110

IT service desk software

visit website
Reviews Sentiment
Positive Reviews
Rating Breakdown
    Value for money
    4.5
    Ease of use
    4.7
    Features
    4.5
    Customer support
    4.7
Pros and Cons from InvGate Service Desk users   
avatar
avatar
avatar
+15
Invgate Service Desk manages complex processes in a very easy and nice to use way. The integration with Invgate Asset Management tool is amazing.
Getting the correct permissions for all agents/users is a frustrating experience. Somewhat confined to canned reports with little customization.
I love this product beacuse very good when it comes to understanding and I also love the thing that I can design the ticket in very simple and easy way.
Organization, problem tracking, time management.
The interface is awesome. We believe that in these terms is the best software on the market.
Workflows are subpar, even just a basic onboarding workflow is hard to build out.
The simplicity at the implementation / integration with our Enterprise. We are very satisfied with the customer Support at the reply's time and quality of the service.
We had an issue with SD removing workstations after an amount of time with no respose, but I was able to change the very quickly with the guidance of Invgate.
Best option is the capaibility of dynamic workflows. We have only begun using the software but are very impressed compared to some of the others on the market in service desk software.
I love the fact that it is very easy and simple to set up. And I also like that it also has a support system for users.
Excellent tool, easy to use, configure and very easy to use. It helped organize our help desk and our times.
We saved a lot of hidden costs and the tools were payed with that. The analytics and reports are very good and gave us a lot of visibility.
It is aimed at mid range companies with excellent performance and price. As a expert in ITSM area i recommend this product.
The usability and flexibility of the product as well as the great customer support was decisive.
Organize the work and give us greater control of the solutions.
In general is the best Help Desk i ever see. We could give more potencial, but is only a matter of time.
It's easy to use and practical software to managment IT support.
InvGate SD is concise less word but more to usable actions. I would recommend this highly to other people looking for ITSM solution.
Invgate Service Desk manages complex processes in a very easy and nice to use way. The integration with Invgate Asset Management tool is amazing.
Getting the correct permissions for all agents/users is a frustrating experience. Somewhat confined to canned reports with little customization.
I love this product beacuse very good when it comes to understanding and I also love the thing that I can design the ticket in very simple and easy way.
Organization, problem tracking, time management.
The interface is awesome. We believe that in these terms is the best software on the market.
Workflows are subpar, even just a basic onboarding workflow is hard to build out.
The simplicity at the implementation / integration with our Enterprise. We are very satisfied with the customer Support at the reply's time and quality of the service.
We had an issue with SD removing workstations after an amount of time with no respose, but I was able to change the very quickly with the guidance of Invgate.
Best option is the capaibility of dynamic workflows. We have only begun using the software but are very impressed compared to some of the others on the market in service desk software.
I love the fact that it is very easy and simple to set up. And I also like that it also has a support system for users.
Excellent tool, easy to use, configure and very easy to use. It helped organize our help desk and our times.
We saved a lot of hidden costs and the tools were payed with that. The analytics and reports are very good and gave us a lot of visibility.
It is aimed at mid range companies with excellent performance and price. As a expert in ITSM area i recommend this product.
The usability and flexibility of the product as well as the great customer support was decisive.
Organize the work and give us greater control of the solutions.
In general is the best Help Desk i ever see. We could give more potencial, but is only a matter of time.
It's easy to use and practical software to managment IT support.
InvGate SD is concise less word but more to usable actions. I would recommend this highly to other people looking for ITSM solution.
Invgate Service Desk manages complex processes in a very easy and nice to use way. The integration with Invgate Asset Management tool is amazing.
Getting the correct permissions for all agents/users is a frustrating experience. Somewhat confined to canned reports with little customization.
I love this product beacuse very good when it comes to understanding and I also love the thing that I can design the ticket in very simple and easy way.
Organization, problem tracking, time management.
The interface is awesome. We believe that in these terms is the best software on the market.
Workflows are subpar, even just a basic onboarding workflow is hard to build out.
The simplicity at the implementation / integration with our Enterprise. We are very satisfied with the customer Support at the reply's time and quality of the service.
We had an issue with SD removing workstations after an amount of time with no respose, but I was able to change the very quickly with the guidance of Invgate.
Best option is the capaibility of dynamic workflows. We have only begun using the software but are very impressed compared to some of the others on the market in service desk software.
I love the fact that it is very easy and simple to set up. And I also like that it also has a support system for users.
Excellent tool, easy to use, configure and very easy to use. It helped organize our help desk and our times.
We saved a lot of hidden costs and the tools were payed with that. The analytics and reports are very good and gave us a lot of visibility.
It is aimed at mid range companies with excellent performance and price. As a expert in ITSM area i recommend this product.
The usability and flexibility of the product as well as the great customer support was decisive.
Organize the work and give us greater control of the solutions.
In general is the best Help Desk i ever see. We could give more potencial, but is only a matter of time.
It's easy to use and practical software to managment IT support.
InvGate SD is concise less word but more to usable actions. I would recommend this highly to other people looking for ITSM solution.
Freshdesk logo

Freshdesk

4.5
3.2K

Online helpdesk system and customer service software

visit website
Reviews Sentiment
Positive Reviews
Rating Breakdown
    Value for money
    4.4
    Ease of use
    4.5
    Features
    4.3
    Customer support
    4.5
Pros and Cons from Freshdesk users   
avatar
avatar
+15
Freshdesk provides an unrivalled ability to stay on top of client support and issue management. This tool is so far the best in class at supporting our needs in supporting our client base.
We had a lot of employees that would leave and come back, and if you archived the user, it was a bit of an odd way to get them back into the platform, it's doable, just awkward.
It helps me solve customers' inquiry and the best benefit that comes from Freshdesk is it's free. Compared to other paid helpdesks, Freshdesk could still really be worth it.
Worse, there is no way to discover this until after you've paid and spent time getting everything set up.
Overall, Freshdesk is an awesome solution for a tedious task. I recommend it to all my friends in the industry.
I had to ask for a lot of assistance and spent some time fixing mistakes I have made that could have been easily avoided with a bit more training.
We are extremely happy for the speed and capability that Freshdesk has passed on to our affiliation. It's helping us with guaranteeing fabulous customer support with less pressing factor.
Recieving bad customer service from the leader in services for customer service.
I love support team, they're always there 24-7 replying to my queries and keen on giving alternative solutions. I love the idea of customizing the ticket and adding templates.
We use this daily for our help desk operations to assign, track and deliver service to our stakeholders. The set up was very intuitive and easy and we have been very pleased with this software.
This is a very easy to use product that will save you time and money long term. The Project management/Tasks feature is amazing.
Overall FreshDesk is great for our needs. We are a smaller company so menuevering the tickets isn't overwhelming and the website provides helpful tools that save tons of time.
While we haven't utilized other products in the FreshWorks suite, we're very happy with Freshdesk and recommend it wholeheartedly.
Clean look and feel, great UI and customer support was really good. It had AD integration built in which was a plus.
We used it for daily customer service contact and it was great. It was great for assigning.
I recommend it for its ease of use, its performance and its fair price.
It is user friendly, nice way of organizing emails and helps to automate support tasks by handling customer issues.
Easily integrate with our other team apps and to be able to better manage open issues outside of each users email is great.
Freshdesk provides an unrivalled ability to stay on top of client support and issue management. This tool is so far the best in class at supporting our needs in supporting our client base.
We had a lot of employees that would leave and come back, and if you archived the user, it was a bit of an odd way to get them back into the platform, it's doable, just awkward.
It helps me solve customers' inquiry and the best benefit that comes from Freshdesk is it's free. Compared to other paid helpdesks, Freshdesk could still really be worth it.
Worse, there is no way to discover this until after you've paid and spent time getting everything set up.
Overall, Freshdesk is an awesome solution for a tedious task. I recommend it to all my friends in the industry.
I had to ask for a lot of assistance and spent some time fixing mistakes I have made that could have been easily avoided with a bit more training.
We are extremely happy for the speed and capability that Freshdesk has passed on to our affiliation. It's helping us with guaranteeing fabulous customer support with less pressing factor.
Recieving bad customer service from the leader in services for customer service.
I love support team, they're always there 24-7 replying to my queries and keen on giving alternative solutions. I love the idea of customizing the ticket and adding templates.
We use this daily for our help desk operations to assign, track and deliver service to our stakeholders. The set up was very intuitive and easy and we have been very pleased with this software.
This is a very easy to use product that will save you time and money long term. The Project management/Tasks feature is amazing.
Overall FreshDesk is great for our needs. We are a smaller company so menuevering the tickets isn't overwhelming and the website provides helpful tools that save tons of time.
While we haven't utilized other products in the FreshWorks suite, we're very happy with Freshdesk and recommend it wholeheartedly.
Clean look and feel, great UI and customer support was really good. It had AD integration built in which was a plus.
We used it for daily customer service contact and it was great. It was great for assigning.
I recommend it for its ease of use, its performance and its fair price.
It is user friendly, nice way of organizing emails and helps to automate support tasks by handling customer issues.
Easily integrate with our other team apps and to be able to better manage open issues outside of each users email is great.
Freshdesk provides an unrivalled ability to stay on top of client support and issue management. This tool is so far the best in class at supporting our needs in supporting our client base.
We had a lot of employees that would leave and come back, and if you archived the user, it was a bit of an odd way to get them back into the platform, it's doable, just awkward.
It helps me solve customers' inquiry and the best benefit that comes from Freshdesk is it's free. Compared to other paid helpdesks, Freshdesk could still really be worth it.
Worse, there is no way to discover this until after you've paid and spent time getting everything set up.
Overall, Freshdesk is an awesome solution for a tedious task. I recommend it to all my friends in the industry.
I had to ask for a lot of assistance and spent some time fixing mistakes I have made that could have been easily avoided with a bit more training.
We are extremely happy for the speed and capability that Freshdesk has passed on to our affiliation. It's helping us with guaranteeing fabulous customer support with less pressing factor.
Recieving bad customer service from the leader in services for customer service.
I love support team, they're always there 24-7 replying to my queries and keen on giving alternative solutions. I love the idea of customizing the ticket and adding templates.
We use this daily for our help desk operations to assign, track and deliver service to our stakeholders. The set up was very intuitive and easy and we have been very pleased with this software.
This is a very easy to use product that will save you time and money long term. The Project management/Tasks feature is amazing.
Overall FreshDesk is great for our needs. We are a smaller company so menuevering the tickets isn't overwhelming and the website provides helpful tools that save tons of time.
While we haven't utilized other products in the FreshWorks suite, we're very happy with Freshdesk and recommend it wholeheartedly.
Clean look and feel, great UI and customer support was really good. It had AD integration built in which was a plus.
We used it for daily customer service contact and it was great. It was great for assigning.
I recommend it for its ease of use, its performance and its fair price.
It is user friendly, nice way of organizing emails and helps to automate support tasks by handling customer issues.
Easily integrate with our other team apps and to be able to better manage open issues outside of each users email is great.
TOPdesk logo
4.4
87

The service management platform that makes service happen

visit website
Reviews Sentiment
Positive Reviews
Rating Breakdown
    Value for money
    4.3
    Ease of use
    4.4
    Features
    4.3
    Customer support
    4.6
Pros and Cons from TOPdesk users   
avatar
avatar
avatar
+15
This is very easy to check and improve your own services. I enjoy working with TOPdesk with great pleasure and ease.
They lack a lot of features and functionalities that I grew used to with our old ticketing system.
The ability to have a self service portal and knowledge bases are great features we are building on a lot. The imeplementation was very good, straightforward, simple and no post implementation issues.
Also, creating workflow-based email prompts consumes much time and delays work for a couple of weeks. The events and actions modules are sometimes frustrating especially when triggers do not work.
This product is constantly under development and it's great that they actively encourage their customers to help in its development.
Mass manipulation of tickets is lacking. You can only mark tickets as completed or closed in their system, you cannot transfer to a operator/operator group on mass, or mass categorize.
TOPdesk is a quality solution, supported by quality people and at a very affordable price.
After the last update, TOPdesk has some preformance problems. However, the developer is busy fixing this and they are well on their way.
TOPdesk has been a great asset enabling us to improve our customer service.
The self-service portal is very configurable. We have setup a nice look self-service portal that gets improved over time.
The support team encourage you to adapt the system to complete new activities they have not as of yet thought of. The API and flows support built in by default make this a very powerful system.
The customer support is excellent. The API enables you to build incorporations into other tools without dependence on marketplace applications.
Finally, I love the fact that the search feature is very dynamic and very fast which enables analysts to search very quick for a ticket.
We feel we get excellent value for money with this product.
TopDesk is easy to use and easy to get other teams up and running using it. We also find it easy to admin.
Having used TD for many years, we have seen it grown over the years and like it. The SSO option is available and as many people use it daily it is almost a must to use it.
I have been using TOPdesk for almost 2 years now. TOPdesk is very easy to use and the functionalities speak for themselves.
So easy to use and maintain. Also if you contact the TOPdesk service desk there is a very quick response.
This is very easy to check and improve your own services. I enjoy working with TOPdesk with great pleasure and ease.
They lack a lot of features and functionalities that I grew used to with our old ticketing system.
The ability to have a self service portal and knowledge bases are great features we are building on a lot. The imeplementation was very good, straightforward, simple and no post implementation issues.
Also, creating workflow-based email prompts consumes much time and delays work for a couple of weeks. The events and actions modules are sometimes frustrating especially when triggers do not work.
This product is constantly under development and it's great that they actively encourage their customers to help in its development.
Mass manipulation of tickets is lacking. You can only mark tickets as completed or closed in their system, you cannot transfer to a operator/operator group on mass, or mass categorize.
TOPdesk is a quality solution, supported by quality people and at a very affordable price.
After the last update, TOPdesk has some preformance problems. However, the developer is busy fixing this and they are well on their way.
TOPdesk has been a great asset enabling us to improve our customer service.
The self-service portal is very configurable. We have setup a nice look self-service portal that gets improved over time.
The support team encourage you to adapt the system to complete new activities they have not as of yet thought of. The API and flows support built in by default make this a very powerful system.
The customer support is excellent. The API enables you to build incorporations into other tools without dependence on marketplace applications.
Finally, I love the fact that the search feature is very dynamic and very fast which enables analysts to search very quick for a ticket.
We feel we get excellent value for money with this product.
TopDesk is easy to use and easy to get other teams up and running using it. We also find it easy to admin.
Having used TD for many years, we have seen it grown over the years and like it. The SSO option is available and as many people use it daily it is almost a must to use it.
I have been using TOPdesk for almost 2 years now. TOPdesk is very easy to use and the functionalities speak for themselves.
So easy to use and maintain. Also if you contact the TOPdesk service desk there is a very quick response.
This is very easy to check and improve your own services. I enjoy working with TOPdesk with great pleasure and ease.
They lack a lot of features and functionalities that I grew used to with our old ticketing system.
The ability to have a self service portal and knowledge bases are great features we are building on a lot. The imeplementation was very good, straightforward, simple and no post implementation issues.
Also, creating workflow-based email prompts consumes much time and delays work for a couple of weeks. The events and actions modules are sometimes frustrating especially when triggers do not work.
This product is constantly under development and it's great that they actively encourage their customers to help in its development.
Mass manipulation of tickets is lacking. You can only mark tickets as completed or closed in their system, you cannot transfer to a operator/operator group on mass, or mass categorize.
TOPdesk is a quality solution, supported by quality people and at a very affordable price.
After the last update, TOPdesk has some preformance problems. However, the developer is busy fixing this and they are well on their way.
TOPdesk has been a great asset enabling us to improve our customer service.
The self-service portal is very configurable. We have setup a nice look self-service portal that gets improved over time.
The support team encourage you to adapt the system to complete new activities they have not as of yet thought of. The API and flows support built in by default make this a very powerful system.
The customer support is excellent. The API enables you to build incorporations into other tools without dependence on marketplace applications.
Finally, I love the fact that the search feature is very dynamic and very fast which enables analysts to search very quick for a ticket.
We feel we get excellent value for money with this product.
TopDesk is easy to use and easy to get other teams up and running using it. We also find it easy to admin.
Having used TD for many years, we have seen it grown over the years and like it. The SSO option is available and as many people use it daily it is almost a must to use it.
I have been using TOPdesk for almost 2 years now. TOPdesk is very easy to use and the functionalities speak for themselves.
So easy to use and maintain. Also if you contact the TOPdesk service desk there is a very quick response.
BOSSDesk logo
4.6
110

BOSSDesk a FrontRunner in Help Desk Software

visit website
Reviews Sentiment
Positive Reviews
Rating Breakdown
    Value for money
    4.7
    Ease of use
    4.5
    Features
    4.5
    Customer support
    4.8
Pros and Cons from BOSSDesk users   
avatar
+15
BOSS is a fantastic company that cares about their customers. The are fast to respond and supportive of our requests.
The support engineer had no way to recover this either. Also there is no documentation on the 2.0 agent in their own knowledgebase.
Everyone was all great to work with and very accommodating to our requests. We have an excellent product at a very competitive price.
Some functions are a bit complicated when it comes to defining approvals or routing rules and limited in what you can route on such as limited routing on extended statuses.
I dig the ticketing search and the ability to run reports off the the inventory, that is very helpful. The Dell API integration for warranty and system info is also very nice.
After a couple of upgrades, I am no longer able to assign "Primary User" to a computer.
Overall I am very happy, and think it's a great way to manage a help desk ticketing system.
Explore the SQL code exposed in their reports in order to build your own reports.
Ease of deployment, ease of building out forms, setting up teams, custom routing etc. I like that most things are very easy to customize.
The application is super easy to use, easy to customize and they are always available to assist with any issues.
It's a great way to organize and keep track of all my work. I also LOVE the knowledge base feature.
Awesome product and support team for automating and streamlining your service desk.
We also can have a piece of IT equipment email a ticket into Boss when there is an outage. There are a lot of little integrations like these two examples that extend the usefulness of the application.
Asset management and inventory help us to easily keep track of our inventory for ticket and audit purposes. The latest version speeds the whole thing up so much more.
I like how easy this software is to use. Not only for the administrators, but the end users as well.
Very good features out of the box for the price.
The software is easy to use and allows you to create customizable service requests, which has proven to be VERY helpful.
I asked for the possibility of making CI's a required field and was just asked "Why? What if there wasn't a CI. I told them I have an n/a option as a CI item and want my techs to have to fill that in.
BOSS is a fantastic company that cares about their customers. The are fast to respond and supportive of our requests.
The support engineer had no way to recover this either. Also there is no documentation on the 2.0 agent in their own knowledgebase.
Everyone was all great to work with and very accommodating to our requests. We have an excellent product at a very competitive price.
Some functions are a bit complicated when it comes to defining approvals or routing rules and limited in what you can route on such as limited routing on extended statuses.
I dig the ticketing search and the ability to run reports off the the inventory, that is very helpful. The Dell API integration for warranty and system info is also very nice.
After a couple of upgrades, I am no longer able to assign "Primary User" to a computer.
Overall I am very happy, and think it's a great way to manage a help desk ticketing system.
Explore the SQL code exposed in their reports in order to build your own reports.
Ease of deployment, ease of building out forms, setting up teams, custom routing etc. I like that most things are very easy to customize.
The application is super easy to use, easy to customize and they are always available to assist with any issues.
It's a great way to organize and keep track of all my work. I also LOVE the knowledge base feature.
Awesome product and support team for automating and streamlining your service desk.
We also can have a piece of IT equipment email a ticket into Boss when there is an outage. There are a lot of little integrations like these two examples that extend the usefulness of the application.
Asset management and inventory help us to easily keep track of our inventory for ticket and audit purposes. The latest version speeds the whole thing up so much more.
I like how easy this software is to use. Not only for the administrators, but the end users as well.
Very good features out of the box for the price.
The software is easy to use and allows you to create customizable service requests, which has proven to be VERY helpful.
I asked for the possibility of making CI's a required field and was just asked "Why? What if there wasn't a CI. I told them I have an n/a option as a CI item and want my techs to have to fill that in.
BOSS is a fantastic company that cares about their customers. The are fast to respond and supportive of our requests.
The support engineer had no way to recover this either. Also there is no documentation on the 2.0 agent in their own knowledgebase.
Everyone was all great to work with and very accommodating to our requests. We have an excellent product at a very competitive price.
Some functions are a bit complicated when it comes to defining approvals or routing rules and limited in what you can route on such as limited routing on extended statuses.
I dig the ticketing search and the ability to run reports off the the inventory, that is very helpful. The Dell API integration for warranty and system info is also very nice.
After a couple of upgrades, I am no longer able to assign "Primary User" to a computer.
Overall I am very happy, and think it's a great way to manage a help desk ticketing system.
Explore the SQL code exposed in their reports in order to build your own reports.
Ease of deployment, ease of building out forms, setting up teams, custom routing etc. I like that most things are very easy to customize.
The application is super easy to use, easy to customize and they are always available to assist with any issues.
It's a great way to organize and keep track of all my work. I also LOVE the knowledge base feature.
Awesome product and support team for automating and streamlining your service desk.
We also can have a piece of IT equipment email a ticket into Boss when there is an outage. There are a lot of little integrations like these two examples that extend the usefulness of the application.
Asset management and inventory help us to easily keep track of our inventory for ticket and audit purposes. The latest version speeds the whole thing up so much more.
I like how easy this software is to use. Not only for the administrators, but the end users as well.
Very good features out of the box for the price.
The software is easy to use and allows you to create customizable service requests, which has proven to be VERY helpful.
I asked for the possibility of making CI's a required field and was just asked "Why? What if there wasn't a CI. I told them I have an n/a option as a CI item and want my techs to have to fill that in.
Atera logo
4.6
343

Ultimate All-In-One RMM Tool Suite for MSPs & IT Departments

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Reviews Sentiment
Positive Reviews
Rating Breakdown
    Value for money
    4.7
    Ease of use
    4.6
    Features
    4.3
    Customer support
    4.6
Pros and Cons from Atera users   
avatar
avatar
+15
That gets to be really useful for mundane things like disks getting full and memory getting full. The community shared scripts are great to copy and improve on.
The only thing that has been frustrating is the lack of multimonitor support in Splashtop (the main remote connection software).
The best feature has to be the pricing model. For Business running minimal personnel it is great for being able to start and grow your business.
Support was unable to explain, poor "documentation" No go.
It's a great and easy tool, just a few more features and will be perfect.
I still find the patching and scripting tools to be a bit of a bother.
And then quickly help the customer. We are very satisfied with the product and all the new additions to come.
The only part that is clumsy in my opinion is the patching. Rather than approving patches, you exclude patches.
The great pricing lured me in, the nice colorful menus were a plus also.
Basic inventory and application service pack installation is very easy. I like the ability to integrate with a variety of support products -such as multiple AV and Endpoint security tools.
Overall experience has been very good. There is a well supported and goal focus'd member forum.
Speed, Reliability, Information, it works quickly, adding users & clients is easy, remote agents and reporting works great.
Their support is excellent and they are very willing to listen to feedback.
Tech Support from Atera is also outstanding providing timely live chat interaction.
I highly appreciate that Atera gives me the ability to handle invoicingand backup data in a central location.
Really easy to use and perfect fit for the MSP industry.
I like the intuitive nature of it and how it is always evolving.
Cost effective and rapid development of features.
That gets to be really useful for mundane things like disks getting full and memory getting full. The community shared scripts are great to copy and improve on.
The only thing that has been frustrating is the lack of multimonitor support in Splashtop (the main remote connection software).
The best feature has to be the pricing model. For Business running minimal personnel it is great for being able to start and grow your business.
Support was unable to explain, poor "documentation" No go.
It's a great and easy tool, just a few more features and will be perfect.
I still find the patching and scripting tools to be a bit of a bother.
And then quickly help the customer. We are very satisfied with the product and all the new additions to come.
The only part that is clumsy in my opinion is the patching. Rather than approving patches, you exclude patches.
The great pricing lured me in, the nice colorful menus were a plus also.
Basic inventory and application service pack installation is very easy. I like the ability to integrate with a variety of support products -such as multiple AV and Endpoint security tools.
Overall experience has been very good. There is a well supported and goal focus'd member forum.
Speed, Reliability, Information, it works quickly, adding users & clients is easy, remote agents and reporting works great.
Their support is excellent and they are very willing to listen to feedback.
Tech Support from Atera is also outstanding providing timely live chat interaction.
I highly appreciate that Atera gives me the ability to handle invoicingand backup data in a central location.
Really easy to use and perfect fit for the MSP industry.
I like the intuitive nature of it and how it is always evolving.
Cost effective and rapid development of features.
That gets to be really useful for mundane things like disks getting full and memory getting full. The community shared scripts are great to copy and improve on.
The only thing that has been frustrating is the lack of multimonitor support in Splashtop (the main remote connection software).
The best feature has to be the pricing model. For Business running minimal personnel it is great for being able to start and grow your business.
Support was unable to explain, poor "documentation" No go.
It's a great and easy tool, just a few more features and will be perfect.
I still find the patching and scripting tools to be a bit of a bother.
And then quickly help the customer. We are very satisfied with the product and all the new additions to come.
The only part that is clumsy in my opinion is the patching. Rather than approving patches, you exclude patches.
The great pricing lured me in, the nice colorful menus were a plus also.
Basic inventory and application service pack installation is very easy. I like the ability to integrate with a variety of support products -such as multiple AV and Endpoint security tools.
Overall experience has been very good. There is a well supported and goal focus'd member forum.
Speed, Reliability, Information, it works quickly, adding users & clients is easy, remote agents and reporting works great.
Their support is excellent and they are very willing to listen to feedback.
Tech Support from Atera is also outstanding providing timely live chat interaction.
I highly appreciate that Atera gives me the ability to handle invoicingand backup data in a central location.
Really easy to use and perfect fit for the MSP industry.
I like the intuitive nature of it and how it is always evolving.
Cost effective and rapid development of features.
ConnectWise PSA logo
4.1
239

A PSA Tool Designed To Run Your As-a-Service Business

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Reviews Sentiment
Positive Reviews
Rating Breakdown
    Value for money
    3.8
    Ease of use
    3.6
    Features
    4.1
    Customer support
    3.7
Pros and Cons from ConnectWise PSA users   
avatar
avatar
avatar
+15
Great organization of information including client information, tickets, and if needed documentation. Highly recommend as it's a great solution for an MSP of any size.
They stalled me with the terminate letter not being in the correct format. Now they say the contract has rolled over and I am going to have to pay the next 12 months even though I am not using.
The best feature of Connectwise Manage is that it offers very good integration with other Connectwise and third-party systems for ticketing, finance, configuration management, etc.
ConnectWise hasn't made it to the 21st century and private equity is destroying the company.
Since we connected it to our accounting software, it was a great improvement in our workflows. And by tracking all time on tickets we have been able to charge and collect for all the time we work.
Interface has been ignored for a long time - its universally uglier than ALL of its competitors.
Overall my experience with Connectwise Manage has been positive. We've had the software in daily use for over 12 years so have grown with it as it's been developed and improved.
We spent and invested a lot of time ensuring we would get the most out of it, but it just hasnt happened... the issues are too frequent, support to slow and overal a very bad experience.
I've used homebrew, Autotask and CWise over the years and this is the best yet and it is getting better all the time.
Third party integrators that don't play ball with Manage's team have their products harmed.
Great for helpdesk ticket management and tracking of client issues. All interactions from life of ticket to resolution in one place.
The UI, the customer service, everything truthfully including their training which is the worst I have had to endure.
We have invested in most of the components and integrations that we can get to properly manage our teams and out clients. Overall it is a good system for managing an IT service and support operation.
It is very difficult to search for tickets, or to search for key words in ticket titles, descriptions or notes.
For ticketing and contacts its easy to use. We use it at logically and have great results to find tickets, send out tickets, and keep things running smoothly for our clients.
With email integration our clients can just email an issue in and a ticket gets generated. Cuts alot of phone calls and allows the technicians to work on problem rather than answer the phones.
The service tickets and CRM functionality works well. ConnectWise also have a huge partner network of add on tools that fit the gaps so ConnectWise does not need to build in every solution.
They have acquired many other platforms and services over the years. Being a market leader would just like to see more out of CW.
Great organization of information including client information, tickets, and if needed documentation. Highly recommend as it's a great solution for an MSP of any size.
They stalled me with the terminate letter not being in the correct format. Now they say the contract has rolled over and I am going to have to pay the next 12 months even though I am not using.
The best feature of Connectwise Manage is that it offers very good integration with other Connectwise and third-party systems for ticketing, finance, configuration management, etc.
ConnectWise hasn't made it to the 21st century and private equity is destroying the company.
Since we connected it to our accounting software, it was a great improvement in our workflows. And by tracking all time on tickets we have been able to charge and collect for all the time we work.
Interface has been ignored for a long time - its universally uglier than ALL of its competitors.
Overall my experience with Connectwise Manage has been positive. We've had the software in daily use for over 12 years so have grown with it as it's been developed and improved.
We spent and invested a lot of time ensuring we would get the most out of it, but it just hasnt happened... the issues are too frequent, support to slow and overal a very bad experience.
I've used homebrew, Autotask and CWise over the years and this is the best yet and it is getting better all the time.
Third party integrators that don't play ball with Manage's team have their products harmed.
Great for helpdesk ticket management and tracking of client issues. All interactions from life of ticket to resolution in one place.
The UI, the customer service, everything truthfully including their training which is the worst I have had to endure.
We have invested in most of the components and integrations that we can get to properly manage our teams and out clients. Overall it is a good system for managing an IT service and support operation.
It is very difficult to search for tickets, or to search for key words in ticket titles, descriptions or notes.
For ticketing and contacts its easy to use. We use it at logically and have great results to find tickets, send out tickets, and keep things running smoothly for our clients.
With email integration our clients can just email an issue in and a ticket gets generated. Cuts alot of phone calls and allows the technicians to work on problem rather than answer the phones.
The service tickets and CRM functionality works well. ConnectWise also have a huge partner network of add on tools that fit the gaps so ConnectWise does not need to build in every solution.
They have acquired many other platforms and services over the years. Being a market leader would just like to see more out of CW.
Great organization of information including client information, tickets, and if needed documentation. Highly recommend as it's a great solution for an MSP of any size.
They stalled me with the terminate letter not being in the correct format. Now they say the contract has rolled over and I am going to have to pay the next 12 months even though I am not using.
The best feature of Connectwise Manage is that it offers very good integration with other Connectwise and third-party systems for ticketing, finance, configuration management, etc.
ConnectWise hasn't made it to the 21st century and private equity is destroying the company.
Since we connected it to our accounting software, it was a great improvement in our workflows. And by tracking all time on tickets we have been able to charge and collect for all the time we work.
Interface has been ignored for a long time - its universally uglier than ALL of its competitors.
Overall my experience with Connectwise Manage has been positive. We've had the software in daily use for over 12 years so have grown with it as it's been developed and improved.
We spent and invested a lot of time ensuring we would get the most out of it, but it just hasnt happened... the issues are too frequent, support to slow and overal a very bad experience.
I've used homebrew, Autotask and CWise over the years and this is the best yet and it is getting better all the time.
Third party integrators that don't play ball with Manage's team have their products harmed.
Great for helpdesk ticket management and tracking of client issues. All interactions from life of ticket to resolution in one place.
The UI, the customer service, everything truthfully including their training which is the worst I have had to endure.
We have invested in most of the components and integrations that we can get to properly manage our teams and out clients. Overall it is a good system for managing an IT service and support operation.
It is very difficult to search for tickets, or to search for key words in ticket titles, descriptions or notes.
For ticketing and contacts its easy to use. We use it at logically and have great results to find tickets, send out tickets, and keep things running smoothly for our clients.
With email integration our clients can just email an issue in and a ticket gets generated. Cuts alot of phone calls and allows the technicians to work on problem rather than answer the phones.
The service tickets and CRM functionality works well. ConnectWise also have a huge partner network of add on tools that fit the gaps so ConnectWise does not need to build in every solution.
They have acquired many other platforms and services over the years. Being a market leader would just like to see more out of CW.
HubSpot Service Hub logo
4.5
156

Cloud-based customer service solution for firms of all sizes

visit website
Reviews Sentiment
Positive Reviews
Rating Breakdown
    Value for money
    4.3
    Ease of use
    4.4
    Features
    4.1
    Customer support
    4.6
Pros and Cons from HubSpot Service Hub users   
avatar
+15
The best tool for a greater workflow, you can do everything you need to give the best elements for your clients.
There can be many layers to get through, and the lack of tags makes it hard to track.
I also love the ability to house all of our self-serve information and FAQs in the Knowledge Base. This is the perfect way to link customers to an article that can help them quickly.
In our case, a multi-language Knowledge Base is missing to make the KB more complete.
This is an amazing tool to have, especially since we are a tech company trying to give our customers the opportunity to learn about our platform and troubleshoot through issues themselves.
You can't see if another team member is in the ticket. If the customer replies back to an closed to ticket it doesn't reopen so we miss emails unless we are double checking our notifications.
Reporting is very robust , much more than our previous CRM. Hubspot academy is outstanding.
The ticketing functionality is extremely limited and counter-intuitive to use. You get the sense that the functionality has been half-built and rushed out.
I also really like the reporting so far, it gives the support team a lot of insight into what is working and what is not. The new editor helps you to make super professional-looking articles.
This is easy to use, clear and customisable. The recent updates to the template editor are welcome and allow us to make our help centre our own.
I love how it keeps contacts so organized. Their deals and communications etc. I also love that we can sort the tickets by pipelines and set up automatic responses.
Whenever there is a bug or issue it is addressed immediately. Our company loves using hubspot for many reasons but mostly how user friendly it is and easy to navigate.
The integration of the service system with rest of Hubspot is a significant advantage when it comes to having all the info needed at hand when helping clients.
On top of that, it's easy to customize various parts of the Service Hub to fit your needs. The overall ease of use is what sets Service Hub apart for me.
They provide all the assistance you need, so as long as you're willing to investigate and ask for help, this is a really nice product.
Great value for the money. You will be able to integrate marketing, customer service, sales and have them communicate across all teams seamlessly.
I have really appreciated the Customer Support provided by HubSpot; they are quick to find resolutions to problems, and their support team is courteous and friendly.
The Slack integration is the best and helps make sure balls aren't getting dropped with workflows that trigger support notifications and tasks.
The best tool for a greater workflow, you can do everything you need to give the best elements for your clients.
There can be many layers to get through, and the lack of tags makes it hard to track.
I also love the ability to house all of our self-serve information and FAQs in the Knowledge Base. This is the perfect way to link customers to an article that can help them quickly.
In our case, a multi-language Knowledge Base is missing to make the KB more complete.
This is an amazing tool to have, especially since we are a tech company trying to give our customers the opportunity to learn about our platform and troubleshoot through issues themselves.
You can't see if another team member is in the ticket. If the customer replies back to an closed to ticket it doesn't reopen so we miss emails unless we are double checking our notifications.
Reporting is very robust , much more than our previous CRM. Hubspot academy is outstanding.
The ticketing functionality is extremely limited and counter-intuitive to use. You get the sense that the functionality has been half-built and rushed out.
I also really like the reporting so far, it gives the support team a lot of insight into what is working and what is not. The new editor helps you to make super professional-looking articles.
This is easy to use, clear and customisable. The recent updates to the template editor are welcome and allow us to make our help centre our own.
I love how it keeps contacts so organized. Their deals and communications etc. I also love that we can sort the tickets by pipelines and set up automatic responses.
Whenever there is a bug or issue it is addressed immediately. Our company loves using hubspot for many reasons but mostly how user friendly it is and easy to navigate.
The integration of the service system with rest of Hubspot is a significant advantage when it comes to having all the info needed at hand when helping clients.
On top of that, it's easy to customize various parts of the Service Hub to fit your needs. The overall ease of use is what sets Service Hub apart for me.
They provide all the assistance you need, so as long as you're willing to investigate and ask for help, this is a really nice product.
Great value for the money. You will be able to integrate marketing, customer service, sales and have them communicate across all teams seamlessly.
I have really appreciated the Customer Support provided by HubSpot; they are quick to find resolutions to problems, and their support team is courteous and friendly.
The Slack integration is the best and helps make sure balls aren't getting dropped with workflows that trigger support notifications and tasks.
The best tool for a greater workflow, you can do everything you need to give the best elements for your clients.
There can be many layers to get through, and the lack of tags makes it hard to track.
I also love the ability to house all of our self-serve information and FAQs in the Knowledge Base. This is the perfect way to link customers to an article that can help them quickly.
In our case, a multi-language Knowledge Base is missing to make the KB more complete.
This is an amazing tool to have, especially since we are a tech company trying to give our customers the opportunity to learn about our platform and troubleshoot through issues themselves.
You can't see if another team member is in the ticket. If the customer replies back to an closed to ticket it doesn't reopen so we miss emails unless we are double checking our notifications.
Reporting is very robust , much more than our previous CRM. Hubspot academy is outstanding.
The ticketing functionality is extremely limited and counter-intuitive to use. You get the sense that the functionality has been half-built and rushed out.
I also really like the reporting so far, it gives the support team a lot of insight into what is working and what is not. The new editor helps you to make super professional-looking articles.
This is easy to use, clear and customisable. The recent updates to the template editor are welcome and allow us to make our help centre our own.
I love how it keeps contacts so organized. Their deals and communications etc. I also love that we can sort the tickets by pipelines and set up automatic responses.
Whenever there is a bug or issue it is addressed immediately. Our company loves using hubspot for many reasons but mostly how user friendly it is and easy to navigate.
The integration of the service system with rest of Hubspot is a significant advantage when it comes to having all the info needed at hand when helping clients.
On top of that, it's easy to customize various parts of the Service Hub to fit your needs. The overall ease of use is what sets Service Hub apart for me.
They provide all the assistance you need, so as long as you're willing to investigate and ask for help, this is a really nice product.
Great value for the money. You will be able to integrate marketing, customer service, sales and have them communicate across all teams seamlessly.
I have really appreciated the Customer Support provided by HubSpot; they are quick to find resolutions to problems, and their support team is courteous and friendly.
The Slack integration is the best and helps make sure balls aren't getting dropped with workflows that trigger support notifications and tasks.
NICE CXone logo
4.2
565

Cloud Contact Center Software

visit website
Reviews Sentiment
Positive Reviews
Rating Breakdown
    Value for money
    4.1
    Ease of use
    4.2
    Features
    4.1
    Customer support
    4.0
Pros and Cons from NICE CXone users   
avatar
+15
This is perfect solution and plugs in perfectly with other NICE products like IEX, QR WFM, etc. Its so much easy for the dev team to configure, integrate and customize the user experience.
The connection problems and calls not being connected with MaxAgent and being listed as "Refused" when it was not a lack of answering that caused it.
Is a easy tool super useful to contact internal and external persons, have different options for reporting, charts that help you to evaluate you and your team.
I don't know if this is a possibility because none of the administrators have found a fix for this but I absolutely hate how there seems to be no way to choose to receive a call.
I love how easy it is to use, there was little to no training required to understand how to use it. It's really good at tracking hours/minutes rendered which is quite helpful in my line of work.
Bad UI, slow customer service, difficult reporting, limited integrations.
Everything, real-time management, reporting, learning is very nice to use. Best part of this is on the go feature, you can login from anywhere to manage your workforce swiftly.
There is a lag and sometimes calls will randomly drop. Sometimes the calls get sent to the wrong dept.
NICE allows us to support our customers on multiple channels with great ease and efficiency.
The responsiveness and lack of mass editing features make it difficult to manage or make large scale changes at once.
What I liked most about this program is the ease of access. When I started this job I was not very familiar with computers , but this software was extremely easy to use.
The main benefit of having NICE is that we can make sure that all of our agents are able to or try to adhere to their daily schedules. They have reminders when its time for a break or lunch.
What I like most about this software is that, it is very understandable and easy to use.
I have extensively researched call center platforms for feature functionality and ease of use. InContact always comes out as the best investment for the cost.
What I like the most about InContact is how easy its for me to use, we were able to integrate this to sales force and it is easy to keep track on your daily activities.
Overall it's a very good product. The support staff is very helpful and the recent updates have made it even easier to use and design.
When it comes to reporting & studio, I love that I have the flexibility/control to build almost anything i could want.
This product allows great management and works perfectly, no downtime so no money lost. I've been using it in different companies and never got much of a problem.
This is perfect solution and plugs in perfectly with other NICE products like IEX, QR WFM, etc. Its so much easy for the dev team to configure, integrate and customize the user experience.
The connection problems and calls not being connected with MaxAgent and being listed as "Refused" when it was not a lack of answering that caused it.
Is a easy tool super useful to contact internal and external persons, have different options for reporting, charts that help you to evaluate you and your team.
I don't know if this is a possibility because none of the administrators have found a fix for this but I absolutely hate how there seems to be no way to choose to receive a call.
I love how easy it is to use, there was little to no training required to understand how to use it. It's really good at tracking hours/minutes rendered which is quite helpful in my line of work.
Bad UI, slow customer service, difficult reporting, limited integrations.
Everything, real-time management, reporting, learning is very nice to use. Best part of this is on the go feature, you can login from anywhere to manage your workforce swiftly.
There is a lag and sometimes calls will randomly drop. Sometimes the calls get sent to the wrong dept.
NICE allows us to support our customers on multiple channels with great ease and efficiency.
The responsiveness and lack of mass editing features make it difficult to manage or make large scale changes at once.
What I liked most about this program is the ease of access. When I started this job I was not very familiar with computers , but this software was extremely easy to use.
The main benefit of having NICE is that we can make sure that all of our agents are able to or try to adhere to their daily schedules. They have reminders when its time for a break or lunch.
What I like most about this software is that, it is very understandable and easy to use.
I have extensively researched call center platforms for feature functionality and ease of use. InContact always comes out as the best investment for the cost.
What I like the most about InContact is how easy its for me to use, we were able to integrate this to sales force and it is easy to keep track on your daily activities.
Overall it's a very good product. The support staff is very helpful and the recent updates have made it even easier to use and design.
When it comes to reporting & studio, I love that I have the flexibility/control to build almost anything i could want.
This product allows great management and works perfectly, no downtime so no money lost. I've been using it in different companies and never got much of a problem.
This is perfect solution and plugs in perfectly with other NICE products like IEX, QR WFM, etc. Its so much easy for the dev team to configure, integrate and customize the user experience.
The connection problems and calls not being connected with MaxAgent and being listed as "Refused" when it was not a lack of answering that caused it.
Is a easy tool super useful to contact internal and external persons, have different options for reporting, charts that help you to evaluate you and your team.
I don't know if this is a possibility because none of the administrators have found a fix for this but I absolutely hate how there seems to be no way to choose to receive a call.
I love how easy it is to use, there was little to no training required to understand how to use it. It's really good at tracking hours/minutes rendered which is quite helpful in my line of work.
Bad UI, slow customer service, difficult reporting, limited integrations.
Everything, real-time management, reporting, learning is very nice to use. Best part of this is on the go feature, you can login from anywhere to manage your workforce swiftly.
There is a lag and sometimes calls will randomly drop. Sometimes the calls get sent to the wrong dept.
NICE allows us to support our customers on multiple channels with great ease and efficiency.
The responsiveness and lack of mass editing features make it difficult to manage or make large scale changes at once.
What I liked most about this program is the ease of access. When I started this job I was not very familiar with computers , but this software was extremely easy to use.
The main benefit of having NICE is that we can make sure that all of our agents are able to or try to adhere to their daily schedules. They have reminders when its time for a break or lunch.
What I like most about this software is that, it is very understandable and easy to use.
I have extensively researched call center platforms for feature functionality and ease of use. InContact always comes out as the best investment for the cost.
What I like the most about InContact is how easy its for me to use, we were able to integrate this to sales force and it is easy to keep track on your daily activities.
Overall it's a very good product. The support staff is very helpful and the recent updates have made it even easier to use and design.
When it comes to reporting & studio, I love that I have the flexibility/control to build almost anything i could want.
This product allows great management and works perfectly, no downtime so no money lost. I've been using it in different companies and never got much of a problem.
TeamSupport logo
4.5
844

The complete B2B solution for great customer support

visit website
Reviews Sentiment
Positive Reviews
Rating Breakdown
    Value for money
    4.4
    Ease of use
    4.4
    Features
    4.3
    Customer support
    4.5
Pros and Cons from TeamSupport users   
avatar
avatar
+15
Very impressed with Customer Support, who were very responsive and obviously knew the product. As I work in Support, I appreciate this.
Reports are a little difficult and confusing to set up.
It's robust, has more features than almost anything in it's class, and the support team behind it is super friendly, and helpful. And they're based in Texas.
It takes TOO LONG to go into every record and update a specific field. And I checked into the import feature in the admin dept, hard to understand and very restricted in several areas I need updated.
I love the automatic email feature, as it is helpful when we are out of the office or to follow up on tickets that have not been replied to.
There are problems and a need for improvement in the numbering system. Random numbering for tickets can be sometimes confusing.
THey are responsive, available, and knowledgeable. We are clearly pushing parts of the software beyond its intended use, and they have been helpful identifying what is possible.
Sometimes you just want to email one person on the customer list for a ticket, so you have to go to normal email to do that, rather than spam all the other people on the ticket.
This system is great, simple, and easy to use. There is a ton of functionality and features like keeping track of inventory and running reports.
They are always willing to help and provide more training. Every time that we have reached out for support due to issues they are quickly addressed and resolved.
Team Support is easy to use for both our employees and customers. With Team Support you don't have to worry about losing tickets or correspondence with clients.
Ticket creation and ticket prioritizing is excellent. Ticket update is simple and client gets a copy of the updates via email is a great feature.
Excellent, reviewed many systems and this one has all the features we wanted at affordable pricing.
I like the ease of use and collaborative nature TeamSupport provides. Our team is able to quickly find information, view tickets together, and work together to solve customer issues.
Ticket escalation to other groups is easy. Customer management is excellent.
Great CRM tool, especially if you're looking to reduce cost while improving efficiency.
Ease of Use and integration it provides with other products.
Its wide integration and your ability to create custom templates.
Very impressed with Customer Support, who were very responsive and obviously knew the product. As I work in Support, I appreciate this.
Reports are a little difficult and confusing to set up.
It's robust, has more features than almost anything in it's class, and the support team behind it is super friendly, and helpful. And they're based in Texas.
It takes TOO LONG to go into every record and update a specific field. And I checked into the import feature in the admin dept, hard to understand and very restricted in several areas I need updated.
I love the automatic email feature, as it is helpful when we are out of the office or to follow up on tickets that have not been replied to.
There are problems and a need for improvement in the numbering system. Random numbering for tickets can be sometimes confusing.
THey are responsive, available, and knowledgeable. We are clearly pushing parts of the software beyond its intended use, and they have been helpful identifying what is possible.
Sometimes you just want to email one person on the customer list for a ticket, so you have to go to normal email to do that, rather than spam all the other people on the ticket.
This system is great, simple, and easy to use. There is a ton of functionality and features like keeping track of inventory and running reports.
They are always willing to help and provide more training. Every time that we have reached out for support due to issues they are quickly addressed and resolved.
Team Support is easy to use for both our employees and customers. With Team Support you don't have to worry about losing tickets or correspondence with clients.
Ticket creation and ticket prioritizing is excellent. Ticket update is simple and client gets a copy of the updates via email is a great feature.
Excellent, reviewed many systems and this one has all the features we wanted at affordable pricing.
I like the ease of use and collaborative nature TeamSupport provides. Our team is able to quickly find information, view tickets together, and work together to solve customer issues.
Ticket escalation to other groups is easy. Customer management is excellent.
Great CRM tool, especially if you're looking to reduce cost while improving efficiency.
Ease of Use and integration it provides with other products.
Its wide integration and your ability to create custom templates.
Very impressed with Customer Support, who were very responsive and obviously knew the product. As I work in Support, I appreciate this.
Reports are a little difficult and confusing to set up.
It's robust, has more features than almost anything in it's class, and the support team behind it is super friendly, and helpful. And they're based in Texas.
It takes TOO LONG to go into every record and update a specific field. And I checked into the import feature in the admin dept, hard to understand and very restricted in several areas I need updated.
I love the automatic email feature, as it is helpful when we are out of the office or to follow up on tickets that have not been replied to.
There are problems and a need for improvement in the numbering system. Random numbering for tickets can be sometimes confusing.
THey are responsive, available, and knowledgeable. We are clearly pushing parts of the software beyond its intended use, and they have been helpful identifying what is possible.
Sometimes you just want to email one person on the customer list for a ticket, so you have to go to normal email to do that, rather than spam all the other people on the ticket.
This system is great, simple, and easy to use. There is a ton of functionality and features like keeping track of inventory and running reports.
They are always willing to help and provide more training. Every time that we have reached out for support due to issues they are quickly addressed and resolved.
Team Support is easy to use for both our employees and customers. With Team Support you don't have to worry about losing tickets or correspondence with clients.
Ticket creation and ticket prioritizing is excellent. Ticket update is simple and client gets a copy of the updates via email is a great feature.
Excellent, reviewed many systems and this one has all the features we wanted at affordable pricing.
I like the ease of use and collaborative nature TeamSupport provides. Our team is able to quickly find information, view tickets together, and work together to solve customer issues.
Ticket escalation to other groups is easy. Customer management is excellent.
Great CRM tool, especially if you're looking to reduce cost while improving efficiency.
Ease of Use and integration it provides with other products.
Its wide integration and your ability to create custom templates.
ThinkOwl logo
0

Customer service software powered by AI

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Reviews Sentiment
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No reviews

Positive Reviews
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No reviews

Rating Breakdown
    Value for money
    0.0
    Ease of use
    0.0
    Features
    0.0
    Customer support
    0.0
Pros and Cons from ThinkOwl users   
No pros & cons found
NinjaOne logo
4.8
203

The Easiest-to-Use Unified IT Operations Solution

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Reviews Sentiment
Positive Reviews
Rating Breakdown
    Value for money
    4.7
    Ease of use
    4.7
    Features
    4.6
    Customer support
    4.8
Pros and Cons from NinjaOne users   
avatar
avatar
avatar
+15
The patch management works great, clients feel confident that we are proactive with important security updates.
If you are not familiar with Group Policy editing and Command Prompt/Powershell, some of the features will be a bit intimidating for you.
Coming from the ConnectWise ecosystem we were very excited to see a platform that was modern, easy to use and had fantastic integrations with the products we use.
Features that are missing for me at the moment is cross organization user accounts and SAML SSO but these are both in the pipeline.
This software is extremely easy to use, and amazing at monitoring all of my IT assets and network.
Another thing that is more of an inconvenience than a con. You are required to have 2FA enabled to make configuration/policy changes.
From start till now, evrything good, good trial and demonatration, explanation, also the customer support, the forum, and after sales, good, fine and motivated people over there, not only too sell.
If I have to come up with a con though, it's that there is no billing portal.
Overall Ninja is a great solution for any MSP looking to save some money and make supporting your clients easy and not a chore.
We are delighted with the influx of new features we receive regularly and would recommend their solution and them as a company to all MSP's and internal IT users.
The support for this software is great and the fact they have a public roadmap helps satisfy curiosity of features/wishes we want to see in the product.
Great - good trial , great staff, good pricing - ever changing and evolving product.
Ease of use is the best part about the software, but my biggest reason for loving Ninja is the support team.
NinjaRMM is fantastic, our engineers productivity have increased.
A great tool, cannot fault it. Has massively helped me in managing end point security and patches and the remote access splashtop streamer tool is excellent.
I love how affordable and easy to use this software is.
Excellent portal interface, that is so clear and concise for everyone to use.
Overall pleasant experience. Webroot and teamviewer integration makes setup of new managed systems quick and easy.
The patch management works great, clients feel confident that we are proactive with important security updates.
If you are not familiar with Group Policy editing and Command Prompt/Powershell, some of the features will be a bit intimidating for you.
Coming from the ConnectWise ecosystem we were very excited to see a platform that was modern, easy to use and had fantastic integrations with the products we use.
Features that are missing for me at the moment is cross organization user accounts and SAML SSO but these are both in the pipeline.
This software is extremely easy to use, and amazing at monitoring all of my IT assets and network.
Another thing that is more of an inconvenience than a con. You are required to have 2FA enabled to make configuration/policy changes.
From start till now, evrything good, good trial and demonatration, explanation, also the customer support, the forum, and after sales, good, fine and motivated people over there, not only too sell.
If I have to come up with a con though, it's that there is no billing portal.
Overall Ninja is a great solution for any MSP looking to save some money and make supporting your clients easy and not a chore.
We are delighted with the influx of new features we receive regularly and would recommend their solution and them as a company to all MSP's and internal IT users.
The support for this software is great and the fact they have a public roadmap helps satisfy curiosity of features/wishes we want to see in the product.
Great - good trial , great staff, good pricing - ever changing and evolving product.
Ease of use is the best part about the software, but my biggest reason for loving Ninja is the support team.
NinjaRMM is fantastic, our engineers productivity have increased.
A great tool, cannot fault it. Has massively helped me in managing end point security and patches and the remote access splashtop streamer tool is excellent.
I love how affordable and easy to use this software is.
Excellent portal interface, that is so clear and concise for everyone to use.
Overall pleasant experience. Webroot and teamviewer integration makes setup of new managed systems quick and easy.
The patch management works great, clients feel confident that we are proactive with important security updates.
If you are not familiar with Group Policy editing and Command Prompt/Powershell, some of the features will be a bit intimidating for you.
Coming from the ConnectWise ecosystem we were very excited to see a platform that was modern, easy to use and had fantastic integrations with the products we use.
Features that are missing for me at the moment is cross organization user accounts and SAML SSO but these are both in the pipeline.
This software is extremely easy to use, and amazing at monitoring all of my IT assets and network.
Another thing that is more of an inconvenience than a con. You are required to have 2FA enabled to make configuration/policy changes.
From start till now, evrything good, good trial and demonatration, explanation, also the customer support, the forum, and after sales, good, fine and motivated people over there, not only too sell.
If I have to come up with a con though, it's that there is no billing portal.
Overall Ninja is a great solution for any MSP looking to save some money and make supporting your clients easy and not a chore.
We are delighted with the influx of new features we receive regularly and would recommend their solution and them as a company to all MSP's and internal IT users.
The support for this software is great and the fact they have a public roadmap helps satisfy curiosity of features/wishes we want to see in the product.
Great - good trial , great staff, good pricing - ever changing and evolving product.
Ease of use is the best part about the software, but my biggest reason for loving Ninja is the support team.
NinjaRMM is fantastic, our engineers productivity have increased.
A great tool, cannot fault it. Has massively helped me in managing end point security and patches and the remote access splashtop streamer tool is excellent.
I love how affordable and easy to use this software is.
Excellent portal interface, that is so clear and concise for everyone to use.
Overall pleasant experience. Webroot and teamviewer integration makes setup of new managed systems quick and easy.
Vision Helpdesk logo
4.7
34

Help Desk, Live Chat Software, and ITSM / ITIL Service Desk

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Reviews Sentiment
Positive Reviews
Rating Breakdown
    Value for money
    4.5
    Ease of use
    4.4
    Features
    4.7
    Customer support
    4.7
Pros and Cons from Vision Helpdesk users   
avatar
+14
Awesome experience with Vision Helpdesk and support from the team is also very quick and good.
I don't like that the forums page is difficult to use.
What I like about Vision Helpdesk is that it is organized and easy to manage. It is also very user-friendly and we had really good responses from our clients.
We use this system to help young people, children most, with their problem about bullying in the Netherlands.
The SLA management is fantastic and lets you build nested levels of support to ensure we know only meet our SLA’s. Vision Helpdesk is the best product on the market helpdesk system.
The company we have is an foundation about bullying and we provide support by email, Facebook, Twitter, and Livechat. So the system of Vision Helpdesk is very compatible with all these platforms.
SLA supported, good reporting, unlimited agents, customization help, very nice support, constant update with stable release, cost effective, mobile application, etc.
Vision helpdesk is a great customer support software, it allows for many integrations such as twitter and SMS. The software is also great because it allows you to see how your staff are performing.
Overall our experience has been good so far. The Vision Helpdesk support team was very helpful in getting us set up and answering all of our questions.
Vision Helpdesk is value for money, feature rich and simple to use. Also their support team is very responsive and always ready to help.
Awesome automation and workflow. Robust and dynamic team and department designation.
We have found them to be the best helpdesk so far and recommend Vision helpdesk highly for people who are seeking online web based customer support helpdesk.
Vision Help Desk (VHD) is a great piece of software which allows you to connect with your customers easily.
Best part is Vision Staff and Admin access url is same - they have nice Staff Access Control system.
Following the how-to video from Vision, the setup process of the ServiceDesk was smooth and straight-forward. The GUI is clean and intuitive.
Software is the possibility to include all the systems we use. Easy to use - Clean interface ,Support team - features - prices.
They offer best WHMCS Billing Integration and Paid Ticket Support - We can bill our customers from Vision.
Awesome experience with Vision Helpdesk and support from the team is also very quick and good.
I don't like that the forums page is difficult to use.
What I like about Vision Helpdesk is that it is organized and easy to manage. It is also very user-friendly and we had really good responses from our clients.
We use this system to help young people, children most, with their problem about bullying in the Netherlands.
The SLA management is fantastic and lets you build nested levels of support to ensure we know only meet our SLA’s. Vision Helpdesk is the best product on the market helpdesk system.
The company we have is an foundation about bullying and we provide support by email, Facebook, Twitter, and Livechat. So the system of Vision Helpdesk is very compatible with all these platforms.
SLA supported, good reporting, unlimited agents, customization help, very nice support, constant update with stable release, cost effective, mobile application, etc.
Vision helpdesk is a great customer support software, it allows for many integrations such as twitter and SMS. The software is also great because it allows you to see how your staff are performing.
Overall our experience has been good so far. The Vision Helpdesk support team was very helpful in getting us set up and answering all of our questions.
Vision Helpdesk is value for money, feature rich and simple to use. Also their support team is very responsive and always ready to help.
Awesome automation and workflow. Robust and dynamic team and department designation.
We have found them to be the best helpdesk so far and recommend Vision helpdesk highly for people who are seeking online web based customer support helpdesk.
Vision Help Desk (VHD) is a great piece of software which allows you to connect with your customers easily.
Best part is Vision Staff and Admin access url is same - they have nice Staff Access Control system.
Following the how-to video from Vision, the setup process of the ServiceDesk was smooth and straight-forward. The GUI is clean and intuitive.
Software is the possibility to include all the systems we use. Easy to use - Clean interface ,Support team - features - prices.
They offer best WHMCS Billing Integration and Paid Ticket Support - We can bill our customers from Vision.
Awesome experience with Vision Helpdesk and support from the team is also very quick and good.
I don't like that the forums page is difficult to use.
What I like about Vision Helpdesk is that it is organized and easy to manage. It is also very user-friendly and we had really good responses from our clients.
We use this system to help young people, children most, with their problem about bullying in the Netherlands.
The SLA management is fantastic and lets you build nested levels of support to ensure we know only meet our SLA’s. Vision Helpdesk is the best product on the market helpdesk system.
The company we have is an foundation about bullying and we provide support by email, Facebook, Twitter, and Livechat. So the system of Vision Helpdesk is very compatible with all these platforms.
SLA supported, good reporting, unlimited agents, customization help, very nice support, constant update with stable release, cost effective, mobile application, etc.
Vision helpdesk is a great customer support software, it allows for many integrations such as twitter and SMS. The software is also great because it allows you to see how your staff are performing.
Overall our experience has been good so far. The Vision Helpdesk support team was very helpful in getting us set up and answering all of our questions.
Vision Helpdesk is value for money, feature rich and simple to use. Also their support team is very responsive and always ready to help.
Awesome automation and workflow. Robust and dynamic team and department designation.
We have found them to be the best helpdesk so far and recommend Vision helpdesk highly for people who are seeking online web based customer support helpdesk.
Vision Help Desk (VHD) is a great piece of software which allows you to connect with your customers easily.
Best part is Vision Staff and Admin access url is same - they have nice Staff Access Control system.
Following the how-to video from Vision, the setup process of the ServiceDesk was smooth and straight-forward. The GUI is clean and intuitive.
Software is the possibility to include all the systems we use. Easy to use - Clean interface ,Support team - features - prices.
They offer best WHMCS Billing Integration and Paid Ticket Support - We can bill our customers from Vision.
VIZOR IT Asset Management logo
4.0
1

ITIL Certified IT Service and Asset Management Solution

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Reviews Sentiment
Positive Reviews
Rating Breakdown
    Value for money
    4.0
    Ease of use
    3.0
    Features
    4.0
    Customer support
    5.0
Pros and Cons from VIZOR IT Asset Management users   
No pros & cons found
Avochato logo
4.7
132

SMS texting and live chat for sales, support & ops teams

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Reviews Sentiment
Positive Reviews
Rating Breakdown
    Value for money
    4.6
    Ease of use
    4.7
    Features
    4.5
    Customer support
    4.8
Pros and Cons from Avochato users   
avatar
avatar
+15
I looked at a bunch of other services like this but this was the best. The interface is very easy to use and it functions flawlessly.
Not sure if that is the software fault or a problem with the script.
I liked it being user friendly and that it meets the demands for our company. I like how Avochato is willing to work with us to make it better and more personalized for our type of business.
Their customer service alone puts them in another league compared to the other companies and I have tried and used all of the mainstream platforms.
The product is very powerful and great value for the price. The customer service is some of the best I’ve ever dealt with.
The voicemail feature is a little annoying and I think shouldn't be an option.
Again, powerful, cost effective, and the Avochato support is amazing. This is the new way of connecting with my past clients.
Too many moving parts and probably not enough training - mostly operator error though.
Avochato gives us that capability that proved to be quick to deploy and use. We have increased our outreach capability with little effort and our customers love it.
I am really impressed with how easy this application integrates with other applications. We use other apps to manage our projects and the ability to integrate Avochato is a major plus.
The Avochato support team is awesome. Super helpful and extremely responsive.
Customers tell us every day how nice it is to be able to text with us. It's awesome that we can use just one service for both CS communications and marketing blasts.
It also integrates really, really nicely with Zapier which makes it a pleasure to use in automated workflows. Their support has also been good when I've needed to contact them.
Customers can reach me or team members with ease. I've gotten positive feedback from my clients and my team.
Awesome all-in-one tool for one-to-one SMS/MMS communications and blast marketing.
Avochato cut the work I had to do in half and freed me up to teach and not just inform families about announcements at the school. They have great customer service.
I recommend this program to all. My small business is running even more smoothly with this program.
The ease of use if use and versatility is key in our industry.
I looked at a bunch of other services like this but this was the best. The interface is very easy to use and it functions flawlessly.
Not sure if that is the software fault or a problem with the script.
I liked it being user friendly and that it meets the demands for our company. I like how Avochato is willing to work with us to make it better and more personalized for our type of business.
Their customer service alone puts them in another league compared to the other companies and I have tried and used all of the mainstream platforms.
The product is very powerful and great value for the price. The customer service is some of the best I’ve ever dealt with.
The voicemail feature is a little annoying and I think shouldn't be an option.
Again, powerful, cost effective, and the Avochato support is amazing. This is the new way of connecting with my past clients.
Too many moving parts and probably not enough training - mostly operator error though.
Avochato gives us that capability that proved to be quick to deploy and use. We have increased our outreach capability with little effort and our customers love it.
I am really impressed with how easy this application integrates with other applications. We use other apps to manage our projects and the ability to integrate Avochato is a major plus.
The Avochato support team is awesome. Super helpful and extremely responsive.
Customers tell us every day how nice it is to be able to text with us. It's awesome that we can use just one service for both CS communications and marketing blasts.
It also integrates really, really nicely with Zapier which makes it a pleasure to use in automated workflows. Their support has also been good when I've needed to contact them.
Customers can reach me or team members with ease. I've gotten positive feedback from my clients and my team.
Awesome all-in-one tool for one-to-one SMS/MMS communications and blast marketing.
Avochato cut the work I had to do in half and freed me up to teach and not just inform families about announcements at the school. They have great customer service.
I recommend this program to all. My small business is running even more smoothly with this program.
The ease of use if use and versatility is key in our industry.
I looked at a bunch of other services like this but this was the best. The interface is very easy to use and it functions flawlessly.
Not sure if that is the software fault or a problem with the script.
I liked it being user friendly and that it meets the demands for our company. I like how Avochato is willing to work with us to make it better and more personalized for our type of business.
Their customer service alone puts them in another league compared to the other companies and I have tried and used all of the mainstream platforms.
The product is very powerful and great value for the price. The customer service is some of the best I’ve ever dealt with.
The voicemail feature is a little annoying and I think shouldn't be an option.
Again, powerful, cost effective, and the Avochato support is amazing. This is the new way of connecting with my past clients.
Too many moving parts and probably not enough training - mostly operator error though.
Avochato gives us that capability that proved to be quick to deploy and use. We have increased our outreach capability with little effort and our customers love it.
I am really impressed with how easy this application integrates with other applications. We use other apps to manage our projects and the ability to integrate Avochato is a major plus.
The Avochato support team is awesome. Super helpful and extremely responsive.
Customers tell us every day how nice it is to be able to text with us. It's awesome that we can use just one service for both CS communications and marketing blasts.
It also integrates really, really nicely with Zapier which makes it a pleasure to use in automated workflows. Their support has also been good when I've needed to contact them.
Customers can reach me or team members with ease. I've gotten positive feedback from my clients and my team.
Awesome all-in-one tool for one-to-one SMS/MMS communications and blast marketing.
Avochato cut the work I had to do in half and freed me up to teach and not just inform families about announcements at the school. They have great customer service.
I recommend this program to all. My small business is running even more smoothly with this program.
The ease of use if use and versatility is key in our industry.
HaloCRM logo
5.0
2

Software for managing customer service operations

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Reviews Sentiment
Positive Reviews
Rating Breakdown
    Value for money
    5.0
    Ease of use
    5.0
    Features
    5.0
    Customer support
    5.0
Pros and Cons from HaloCRM users   
No pros & cons found
HaloITSM logo
4.7
35

ITSM solution for managing incidents & assets

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Reviews Sentiment
Positive Reviews
Rating Breakdown
    Value for money
    4.6
    Ease of use
    4.6
    Features
    4.7
    Customer support
    4.7
Pros and Cons from HaloITSM users   
avatar
avatar
avatar
+15
I love how easy things are to customize. Things like adding an action button, a new ticket type, or a workflow are super easy.
However this is more a lazy comment than anything else. I tell a lie, there is one more thing that is a negative; it wont make me a cup of coffee.
Having worked in IT for many years NetHelpdesk is by far the best Service Management tool I have worked with and the support team are always happy to help and quick to respond to any queries.
We don't use all of the features we could, which can be frustrating.
Great experience overall, from initial configuration of our specific requirements, ease of use, through to fast and friendly support.
Very little, other than limited native integration with other products that we utilise.
Needed an integrated Helpdesk solution that was desktop and mobile supported. NHD after 6 years has provided great support, valuable functionality and a vision for integrated helpdesk and workflows.
Can be complicated setup. Can be a lot of ways to achieve the same outcome so finding the right working practice can be tricky.
We have been using NetHelpDesk for two years now and have been extremely pleased with its performance. And reliability over this time.
Great service desk, great price and a super team. What more could you want.
The IT & Facility Team are happy with the method at which ticket are been resolved, assigned, reassigned and triage to each and every member of each team.
For the cost we find NHD to be very productive for our business. The best thing is the ease of reporting, getting the data back out in easy to read formats.
We have managed to port over and improve our processes since we migrated to HaloITSM. They are really easy to work with and open to hearing any ideas you have for improving the system.
From sales to business as usual support, we have had a great experience. Halo has all the features you need for running an IT Service Management solution.
It has such a vast selection of features, Almost every aspect of customisable and the Web Interface is excellent.
Halo is the first service desk/ticketing software that I've used in my almost 20 year IT career that I can honestly say I LOVE. Implementation was the smoothest I've ever seen.
After a lot of research, we decided on NetHelpDesk. The package they provided for our on-premise installation was comprehensive and impressively integrated with our existing technologies.
The software is easy to use , and accessible to you anywhere at any giving time of the day.
I love how easy things are to customize. Things like adding an action button, a new ticket type, or a workflow are super easy.
However this is more a lazy comment than anything else. I tell a lie, there is one more thing that is a negative; it wont make me a cup of coffee.
Having worked in IT for many years NetHelpdesk is by far the best Service Management tool I have worked with and the support team are always happy to help and quick to respond to any queries.
We don't use all of the features we could, which can be frustrating.
Great experience overall, from initial configuration of our specific requirements, ease of use, through to fast and friendly support.
Very little, other than limited native integration with other products that we utilise.
Needed an integrated Helpdesk solution that was desktop and mobile supported. NHD after 6 years has provided great support, valuable functionality and a vision for integrated helpdesk and workflows.
Can be complicated setup. Can be a lot of ways to achieve the same outcome so finding the right working practice can be tricky.
We have been using NetHelpDesk for two years now and have been extremely pleased with its performance. And reliability over this time.
Great service desk, great price and a super team. What more could you want.
The IT & Facility Team are happy with the method at which ticket are been resolved, assigned, reassigned and triage to each and every member of each team.
For the cost we find NHD to be very productive for our business. The best thing is the ease of reporting, getting the data back out in easy to read formats.
We have managed to port over and improve our processes since we migrated to HaloITSM. They are really easy to work with and open to hearing any ideas you have for improving the system.
From sales to business as usual support, we have had a great experience. Halo has all the features you need for running an IT Service Management solution.
It has such a vast selection of features, Almost every aspect of customisable and the Web Interface is excellent.
Halo is the first service desk/ticketing software that I've used in my almost 20 year IT career that I can honestly say I LOVE. Implementation was the smoothest I've ever seen.
After a lot of research, we decided on NetHelpDesk. The package they provided for our on-premise installation was comprehensive and impressively integrated with our existing technologies.
The software is easy to use , and accessible to you anywhere at any giving time of the day.
I love how easy things are to customize. Things like adding an action button, a new ticket type, or a workflow are super easy.
However this is more a lazy comment than anything else. I tell a lie, there is one more thing that is a negative; it wont make me a cup of coffee.
Having worked in IT for many years NetHelpdesk is by far the best Service Management tool I have worked with and the support team are always happy to help and quick to respond to any queries.
We don't use all of the features we could, which can be frustrating.
Great experience overall, from initial configuration of our specific requirements, ease of use, through to fast and friendly support.
Very little, other than limited native integration with other products that we utilise.
Needed an integrated Helpdesk solution that was desktop and mobile supported. NHD after 6 years has provided great support, valuable functionality and a vision for integrated helpdesk and workflows.
Can be complicated setup. Can be a lot of ways to achieve the same outcome so finding the right working practice can be tricky.
We have been using NetHelpDesk for two years now and have been extremely pleased with its performance. And reliability over this time.
Great service desk, great price and a super team. What more could you want.
The IT & Facility Team are happy with the method at which ticket are been resolved, assigned, reassigned and triage to each and every member of each team.
For the cost we find NHD to be very productive for our business. The best thing is the ease of reporting, getting the data back out in easy to read formats.
We have managed to port over and improve our processes since we migrated to HaloITSM. They are really easy to work with and open to hearing any ideas you have for improving the system.
From sales to business as usual support, we have had a great experience. Halo has all the features you need for running an IT Service Management solution.
It has such a vast selection of features, Almost every aspect of customisable and the Web Interface is excellent.
Halo is the first service desk/ticketing software that I've used in my almost 20 year IT career that I can honestly say I LOVE. Implementation was the smoothest I've ever seen.
After a lot of research, we decided on NetHelpDesk. The package they provided for our on-premise installation was comprehensive and impressively integrated with our existing technologies.
The software is easy to use , and accessible to you anywhere at any giving time of the day.
BeyondTrust Remote Support logo
4.6
2K

Secure remote access software

learn more
Reviews Sentiment
Positive Reviews
Rating Breakdown
    Value for money
    4.4
    Ease of use
    4.5
    Features
    4.5
    Customer support
    4.5
Pros and Cons from BeyondTrust Remote Support users   
avatar
avatar
avatar
+15
It is really good and helpful. It helped me in fixing many devices with its excellent remote access.
Cons from what I heard it was very pricey and some of the teachers reported security breaches which could of messed up all of all information we had in this software. That was a little scary.
Bomgar's remote support feature earns high praise from me, as it combines an excellent ease of use with excellent support (the connection itself was unimpeded every time I used it).
There are just some things my arrogant self, who thinks she knows how to do some things she has no business pretending she knows how to do in the setup of some programs, should just not do.
And proven good software for business. It has multi functionalities like secure remote support, customer support, and help desk administration also.
Incredibly difficult to get off the ground and customer support is poor, often dismissing you with a link to an out of date KB.
I think this is a great service for remote desktops because of the quickness of the staff to respond and the help I get is great.
Frequently drops connection during the process of account elevation. Worst remote support software I've ever had to use.
Ve always used Remote Support when learning new things about certain softwares. I love how it’s inexpensive and super user friendly.
What I like most about the software is that it's easy to share your screen so that you can either give help or receive help when having technical difficulties or issues with your hardware.
We have been very pleased with this software. This software is excellent for remote support and allows easy file transfer.
This review for Bomgar as part of KACE/Bomgar deployment, seamless integration, excellent and robust deployment and easy to use and administration.
This was brilliant during covid as it enabled us to still support our learners and help with their issues in a safe way.
All in all the tickets I have worked through this system have been super easy to use and get help from our support teams.
However, each time I have used this software support tool, I have found it helpful. They best part about it is that I find it easy to navigate and the chat feature is easy to use.
Once a session was established, using this tool was very simple, seamless and effective. It was like have a desktop support resource sitting with me at my desk.
Price was it a good investment and provide great audio and video.
Easy to integrate into our system. I really enjoy using the software.
It is really good and helpful. It helped me in fixing many devices with its excellent remote access.
Cons from what I heard it was very pricey and some of the teachers reported security breaches which could of messed up all of all information we had in this software. That was a little scary.
Bomgar's remote support feature earns high praise from me, as it combines an excellent ease of use with excellent support (the connection itself was unimpeded every time I used it).
There are just some things my arrogant self, who thinks she knows how to do some things she has no business pretending she knows how to do in the setup of some programs, should just not do.
And proven good software for business. It has multi functionalities like secure remote support, customer support, and help desk administration also.
Incredibly difficult to get off the ground and customer support is poor, often dismissing you with a link to an out of date KB.
I think this is a great service for remote desktops because of the quickness of the staff to respond and the help I get is great.
Frequently drops connection during the process of account elevation. Worst remote support software I've ever had to use.
Ve always used Remote Support when learning new things about certain softwares. I love how it’s inexpensive and super user friendly.
What I like most about the software is that it's easy to share your screen so that you can either give help or receive help when having technical difficulties or issues with your hardware.
We have been very pleased with this software. This software is excellent for remote support and allows easy file transfer.
This review for Bomgar as part of KACE/Bomgar deployment, seamless integration, excellent and robust deployment and easy to use and administration.
This was brilliant during covid as it enabled us to still support our learners and help with their issues in a safe way.
All in all the tickets I have worked through this system have been super easy to use and get help from our support teams.
However, each time I have used this software support tool, I have found it helpful. They best part about it is that I find it easy to navigate and the chat feature is easy to use.
Once a session was established, using this tool was very simple, seamless and effective. It was like have a desktop support resource sitting with me at my desk.
Price was it a good investment and provide great audio and video.
Easy to integrate into our system. I really enjoy using the software.
It is really good and helpful. It helped me in fixing many devices with its excellent remote access.
Cons from what I heard it was very pricey and some of the teachers reported security breaches which could of messed up all of all information we had in this software. That was a little scary.
Bomgar's remote support feature earns high praise from me, as it combines an excellent ease of use with excellent support (the connection itself was unimpeded every time I used it).
There are just some things my arrogant self, who thinks she knows how to do some things she has no business pretending she knows how to do in the setup of some programs, should just not do.
And proven good software for business. It has multi functionalities like secure remote support, customer support, and help desk administration also.
Incredibly difficult to get off the ground and customer support is poor, often dismissing you with a link to an out of date KB.
I think this is a great service for remote desktops because of the quickness of the staff to respond and the help I get is great.
Frequently drops connection during the process of account elevation. Worst remote support software I've ever had to use.
Ve always used Remote Support when learning new things about certain softwares. I love how it’s inexpensive and super user friendly.
What I like most about the software is that it's easy to share your screen so that you can either give help or receive help when having technical difficulties or issues with your hardware.
We have been very pleased with this software. This software is excellent for remote support and allows easy file transfer.
This review for Bomgar as part of KACE/Bomgar deployment, seamless integration, excellent and robust deployment and easy to use and administration.
This was brilliant during covid as it enabled us to still support our learners and help with their issues in a safe way.
All in all the tickets I have worked through this system have been super easy to use and get help from our support teams.
However, each time I have used this software support tool, I have found it helpful. They best part about it is that I find it easy to navigate and the chat feature is easy to use.
Once a session was established, using this tool was very simple, seamless and effective. It was like have a desktop support resource sitting with me at my desk.
Price was it a good investment and provide great audio and video.
Easy to integrate into our system. I really enjoy using the software.
LiveAgent logo

LiveAgent

4.7
1.5K

Great customer service starts with better help desk software

learn more
Reviews Sentiment
Positive Reviews
Rating Breakdown
    Value for money
    4.7
    Ease of use
    4.6
    Features
    4.6
    Customer support
    4.7
Pros and Cons from LiveAgent users   
avatar
avatar
avatar
+15
It's a powerful, elegant and quite complete helpdesk/live chat/ticket handling solution. It has a very complete free tier and powerful (if expensive for us) premium features.
Okay, but the UX is atrocious. Out of all the other helpdesk solutions I have used, LiveAgent is by far the most frustrating to set up and navigate.
Their CS is super responsive and helpful. Easy to set up, value-cost is off the chain and has the all the right functionalities I needed.
The knowledge base is ugly which makes it ugly old website. As mentioned earlier it has an overwhelming amount of features which means a little learning curve.
You can largely set it up yourself which is always a good sign. There is good separation of modules which allows you to grow into greater use of the system one piece at a time.
Before I had to answer emails, social network separately and this was lost throughout the conversations which made the support very flawed and annoying.
I love the way this whole software was built to help companies get a single solution to manage all the things to keep their clients happy. Such a nice tool and ease of use even for beginners.
I've been looking across several platforms to get necessary functionality, all of them either were too expensive or too complicated to setup or missed necessary features.
They have always been very prompt in answering questions, and helping me figure out how to do what I want with the software to create a great customer service experience for my clients.
I've been using other services to manage support tickets and live interactions for years, and I just pulled the plug on those other services. This is an excellent product at an awesome price point.
I liked how support team was giving me enough time to evaluate the system and in the end i chose it. Very good platform, highly recommend for any size of the businesses.
The social media integration is a bonus. The organization of tickets is easy to follow and I love the options to put tabs and labels on tickets and I can transfer them to colleagues with ease.
This is an easy to use app which helps me in managing my clients perfectly.
We love the centralized ticketing, and ability to connect emails and chats to the user. The chat functionality is easy to implement and use.
Very happy with over all experience, much better than our old system.
We were able to provide a better level of response to our customers and also analyse the areas of our business which were creating the most issues and resolve them.
The most important criteria for our company was ease of use for our 25 agents and minimal configuration to get up and running.
Easy to integrate, premade features, great support.
It's a powerful, elegant and quite complete helpdesk/live chat/ticket handling solution. It has a very complete free tier and powerful (if expensive for us) premium features.
Okay, but the UX is atrocious. Out of all the other helpdesk solutions I have used, LiveAgent is by far the most frustrating to set up and navigate.
Their CS is super responsive and helpful. Easy to set up, value-cost is off the chain and has the all the right functionalities I needed.
The knowledge base is ugly which makes it ugly old website. As mentioned earlier it has an overwhelming amount of features which means a little learning curve.
You can largely set it up yourself which is always a good sign. There is good separation of modules which allows you to grow into greater use of the system one piece at a time.
Before I had to answer emails, social network separately and this was lost throughout the conversations which made the support very flawed and annoying.
I love the way this whole software was built to help companies get a single solution to manage all the things to keep their clients happy. Such a nice tool and ease of use even for beginners.
I've been looking across several platforms to get necessary functionality, all of them either were too expensive or too complicated to setup or missed necessary features.
They have always been very prompt in answering questions, and helping me figure out how to do what I want with the software to create a great customer service experience for my clients.
I've been using other services to manage support tickets and live interactions for years, and I just pulled the plug on those other services. This is an excellent product at an awesome price point.
I liked how support team was giving me enough time to evaluate the system and in the end i chose it. Very good platform, highly recommend for any size of the businesses.
The social media integration is a bonus. The organization of tickets is easy to follow and I love the options to put tabs and labels on tickets and I can transfer them to colleagues with ease.
This is an easy to use app which helps me in managing my clients perfectly.
We love the centralized ticketing, and ability to connect emails and chats to the user. The chat functionality is easy to implement and use.
Very happy with over all experience, much better than our old system.
We were able to provide a better level of response to our customers and also analyse the areas of our business which were creating the most issues and resolve them.
The most important criteria for our company was ease of use for our 25 agents and minimal configuration to get up and running.
Easy to integrate, premade features, great support.
It's a powerful, elegant and quite complete helpdesk/live chat/ticket handling solution. It has a very complete free tier and powerful (if expensive for us) premium features.
Okay, but the UX is atrocious. Out of all the other helpdesk solutions I have used, LiveAgent is by far the most frustrating to set up and navigate.
Their CS is super responsive and helpful. Easy to set up, value-cost is off the chain and has the all the right functionalities I needed.
The knowledge base is ugly which makes it ugly old website. As mentioned earlier it has an overwhelming amount of features which means a little learning curve.
You can largely set it up yourself which is always a good sign. There is good separation of modules which allows you to grow into greater use of the system one piece at a time.
Before I had to answer emails, social network separately and this was lost throughout the conversations which made the support very flawed and annoying.
I love the way this whole software was built to help companies get a single solution to manage all the things to keep their clients happy. Such a nice tool and ease of use even for beginners.
I've been looking across several platforms to get necessary functionality, all of them either were too expensive or too complicated to setup or missed necessary features.
They have always been very prompt in answering questions, and helping me figure out how to do what I want with the software to create a great customer service experience for my clients.
I've been using other services to manage support tickets and live interactions for years, and I just pulled the plug on those other services. This is an excellent product at an awesome price point.
I liked how support team was giving me enough time to evaluate the system and in the end i chose it. Very good platform, highly recommend for any size of the businesses.
The social media integration is a bonus. The organization of tickets is easy to follow and I love the options to put tabs and labels on tickets and I can transfer them to colleagues with ease.
This is an easy to use app which helps me in managing my clients perfectly.
We love the centralized ticketing, and ability to connect emails and chats to the user. The chat functionality is easy to implement and use.
Very happy with over all experience, much better than our old system.
We were able to provide a better level of response to our customers and also analyse the areas of our business which were creating the most issues and resolve them.
The most important criteria for our company was ease of use for our 25 agents and minimal configuration to get up and running.
Easy to integrate, premade features, great support.
LiveChat logo
4.6
1.6K

Customer service software that boosts online sales.

learn more
Reviews Sentiment
Positive Reviews
Rating Breakdown
    Value for money
    4.5
    Ease of use
    4.6
    Features
    4.5
    Customer support
    4.6
Pros and Cons from LiveChat users   
avatar
avatar
+15
I love using this software and it's fun to use and see yourself improving your typing skills.
They should fix some system problems that occur sometimes and this cuts the connection. We didnt have ant other problem.
It's a very nice thing to add to your site, it helps for your customers, I used it a few times when I needed help or had questions.
It created significantly more problems than one would expect at such prices. The system was buggy, call members would drop frequently, and problems persisted in a variety of locations and atmospheres.
Great, very easy, love the platform and customization, it is simple to manage and its also looks very professional.
The ticket management seems to be a little confusing sometimes, and sometimes tickets go unresolved from poor notifications.
There are a lot of options out there but this is by far the best. Easy to setup, the pricing is fair, and their technical support team is awesome.
Some of the participant are rude. Maybe the admin should screen the people who wants to use this software.
Very easy to use and customers love reaching out to us via LiveChat. Our customers love booking appointments using this software.
It keeps me connected with people who can help. That is especially important these days where its just not as feasible to walk inside someplace, or even get prompt help over a telephone.
LiveChat is the perfect way to interact with potential customers and keep them interested in your product.
I like how easy and fast it is to talk to customer service representative on this software. It is one of my favorite softwares.
We speak to members and applicants every day using this feature. It's perfect and provides opportunities for macro and Zendesk integration.
It is very effective way to communicate with our costumer...it have really helped us save our time. This is something that all the business houses should try once.
Overall, anyone can figure out how to type in a url and enter a code and quickly solve their problems with someone on the other like. Efficiency at its finest.
It's relatively easy to use and it's very useful to be able to see where your customer is browsing from and what they are seeing.
Experience as a user for multiple major retailers. Rapid response, and generally comprehensive and useful.
Excellent resource for companies looking to increase customer support and sales.
I love using this software and it's fun to use and see yourself improving your typing skills.
They should fix some system problems that occur sometimes and this cuts the connection. We didnt have ant other problem.
It's a very nice thing to add to your site, it helps for your customers, I used it a few times when I needed help or had questions.
It created significantly more problems than one would expect at such prices. The system was buggy, call members would drop frequently, and problems persisted in a variety of locations and atmospheres.
Great, very easy, love the platform and customization, it is simple to manage and its also looks very professional.
The ticket management seems to be a little confusing sometimes, and sometimes tickets go unresolved from poor notifications.
There are a lot of options out there but this is by far the best. Easy to setup, the pricing is fair, and their technical support team is awesome.
Some of the participant are rude. Maybe the admin should screen the people who wants to use this software.
Very easy to use and customers love reaching out to us via LiveChat. Our customers love booking appointments using this software.
It keeps me connected with people who can help. That is especially important these days where its just not as feasible to walk inside someplace, or even get prompt help over a telephone.
LiveChat is the perfect way to interact with potential customers and keep them interested in your product.
I like how easy and fast it is to talk to customer service representative on this software. It is one of my favorite softwares.
We speak to members and applicants every day using this feature. It's perfect and provides opportunities for macro and Zendesk integration.
It is very effective way to communicate with our costumer...it have really helped us save our time. This is something that all the business houses should try once.
Overall, anyone can figure out how to type in a url and enter a code and quickly solve their problems with someone on the other like. Efficiency at its finest.
It's relatively easy to use and it's very useful to be able to see where your customer is browsing from and what they are seeing.
Experience as a user for multiple major retailers. Rapid response, and generally comprehensive and useful.
Excellent resource for companies looking to increase customer support and sales.
I love using this software and it's fun to use and see yourself improving your typing skills.
They should fix some system problems that occur sometimes and this cuts the connection. We didnt have ant other problem.
It's a very nice thing to add to your site, it helps for your customers, I used it a few times when I needed help or had questions.
It created significantly more problems than one would expect at such prices. The system was buggy, call members would drop frequently, and problems persisted in a variety of locations and atmospheres.
Great, very easy, love the platform and customization, it is simple to manage and its also looks very professional.
The ticket management seems to be a little confusing sometimes, and sometimes tickets go unresolved from poor notifications.
There are a lot of options out there but this is by far the best. Easy to setup, the pricing is fair, and their technical support team is awesome.
Some of the participant are rude. Maybe the admin should screen the people who wants to use this software.
Very easy to use and customers love reaching out to us via LiveChat. Our customers love booking appointments using this software.
It keeps me connected with people who can help. That is especially important these days where its just not as feasible to walk inside someplace, or even get prompt help over a telephone.
LiveChat is the perfect way to interact with potential customers and keep them interested in your product.
I like how easy and fast it is to talk to customer service representative on this software. It is one of my favorite softwares.
We speak to members and applicants every day using this feature. It's perfect and provides opportunities for macro and Zendesk integration.
It is very effective way to communicate with our costumer...it have really helped us save our time. This is something that all the business houses should try once.
Overall, anyone can figure out how to type in a url and enter a code and quickly solve their problems with someone on the other like. Efficiency at its finest.
It's relatively easy to use and it's very useful to be able to see where your customer is browsing from and what they are seeing.
Experience as a user for multiple major retailers. Rapid response, and generally comprehensive and useful.
Excellent resource for companies looking to increase customer support and sales.