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Help Desk Software with User Management

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SysAid logo
4.5
439

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.
Zoho Desk logo

Zoho Desk

4.5
2.1K

Superior customer service. Lasting experiences.

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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.
Issuetrak logo
4.6
187

Report. Resolve. Relax. It starts with Issuetrak.

visit website
Reviews Sentiment
Positive Reviews
Rating Breakdown
    Value for money
    4.6
    Ease of use
    4.4
    Features
    4.4
    Customer support
    4.7
Pros and Cons from Issuetrak users   
avatar
avatar
+15
What I liked the most is ability to configure custom processes per team. Also if team-specific setup worked good for single team, it was easy to share it with other teams.
Customer support is very poor. Sometimes emails sent to the system to generate a ticket will get stuck on the server and we have to manually run a job that kicks the email through.
It is really easy to use and is good for auto-assigning and helping out our smaller sized IT team with solving and making workflow easy.
We tried their "productivity" version which changes the user base but ran into more problems trying to tie everything in make it work as a workflow management system.
IssueTraks support team is super quick and super friendly. I would highly recommend this product.
I also don't like that you tend to get a lot of windows up, sometimes gets confusing.
They are very responsive, helpful, and knowledgeable. I wish all companies had support this good.
When upgrading - it is hard to figure out exactly how the upgrade will effect your specific account.
I could go on and on, but suffice it to say for the price, this gem is amazing. I recommend it to anyone who will listen, and I look forward to the new ways Issuetrak will morph to support its users.
The AD integration works well overall. Support has been great when it was needed, and the company seemed very interested in feedback for possible future improvement.
Overall it has been a great experience with EXCELLENT technical customer support.
If you are looking for a system to create tickets, escalate to others in your organization or even outside your organization and track tickets this is a great product at a good price.
We use it for Help Desk, Asset Management, and issue tracking. The Active Directory integration works seamlessly once configured.
Retrieving information quickly for Decision making is key and this makes my superiors happy anytime am ble to retrieve information quickly. Just try it and you will love it.
The GUI is so nice, easy to use and understand. Like with any new product, it does take time to find out all the options and how to set them up.
Support is very good and receptive to new feature requests. The UI feels dated relative to other help desk software and we would like to see an Android app.
We often learn tricks and best practices from them. IssueTrak allows us to track the progress and document what we've learned for other team members in the future.
Helpful Issue Tracker Software for smaller Projects.
What I liked the most is ability to configure custom processes per team. Also if team-specific setup worked good for single team, it was easy to share it with other teams.
Customer support is very poor. Sometimes emails sent to the system to generate a ticket will get stuck on the server and we have to manually run a job that kicks the email through.
It is really easy to use and is good for auto-assigning and helping out our smaller sized IT team with solving and making workflow easy.
We tried their "productivity" version which changes the user base but ran into more problems trying to tie everything in make it work as a workflow management system.
IssueTraks support team is super quick and super friendly. I would highly recommend this product.
I also don't like that you tend to get a lot of windows up, sometimes gets confusing.
They are very responsive, helpful, and knowledgeable. I wish all companies had support this good.
When upgrading - it is hard to figure out exactly how the upgrade will effect your specific account.
I could go on and on, but suffice it to say for the price, this gem is amazing. I recommend it to anyone who will listen, and I look forward to the new ways Issuetrak will morph to support its users.
The AD integration works well overall. Support has been great when it was needed, and the company seemed very interested in feedback for possible future improvement.
Overall it has been a great experience with EXCELLENT technical customer support.
If you are looking for a system to create tickets, escalate to others in your organization or even outside your organization and track tickets this is a great product at a good price.
We use it for Help Desk, Asset Management, and issue tracking. The Active Directory integration works seamlessly once configured.
Retrieving information quickly for Decision making is key and this makes my superiors happy anytime am ble to retrieve information quickly. Just try it and you will love it.
The GUI is so nice, easy to use and understand. Like with any new product, it does take time to find out all the options and how to set them up.
Support is very good and receptive to new feature requests. The UI feels dated relative to other help desk software and we would like to see an Android app.
We often learn tricks and best practices from them. IssueTrak allows us to track the progress and document what we've learned for other team members in the future.
Helpful Issue Tracker Software for smaller Projects.
What I liked the most is ability to configure custom processes per team. Also if team-specific setup worked good for single team, it was easy to share it with other teams.
Customer support is very poor. Sometimes emails sent to the system to generate a ticket will get stuck on the server and we have to manually run a job that kicks the email through.
It is really easy to use and is good for auto-assigning and helping out our smaller sized IT team with solving and making workflow easy.
We tried their "productivity" version which changes the user base but ran into more problems trying to tie everything in make it work as a workflow management system.
IssueTraks support team is super quick and super friendly. I would highly recommend this product.
I also don't like that you tend to get a lot of windows up, sometimes gets confusing.
They are very responsive, helpful, and knowledgeable. I wish all companies had support this good.
When upgrading - it is hard to figure out exactly how the upgrade will effect your specific account.
I could go on and on, but suffice it to say for the price, this gem is amazing. I recommend it to anyone who will listen, and I look forward to the new ways Issuetrak will morph to support its users.
The AD integration works well overall. Support has been great when it was needed, and the company seemed very interested in feedback for possible future improvement.
Overall it has been a great experience with EXCELLENT technical customer support.
If you are looking for a system to create tickets, escalate to others in your organization or even outside your organization and track tickets this is a great product at a good price.
We use it for Help Desk, Asset Management, and issue tracking. The Active Directory integration works seamlessly once configured.
Retrieving information quickly for Decision making is key and this makes my superiors happy anytime am ble to retrieve information quickly. Just try it and you will love it.
The GUI is so nice, easy to use and understand. Like with any new product, it does take time to find out all the options and how to set them up.
Support is very good and receptive to new feature requests. The UI feels dated relative to other help desk software and we would like to see an Android app.
We often learn tricks and best practices from them. IssueTrak allows us to track the progress and document what we've learned for other team members in the future.
Helpful Issue Tracker Software for smaller Projects.
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
341

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

visit website
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.