SupaTools Reviews

SupaTools Reviews

SupaTools

ITIL Service Management, CMDB, Change & Asset Management

4.83/5 (6 reviews)
8

Marthie Cromhout

Hawkins Service Desk Review

24/11/2016

In general the experience is good. 1. Reporting is not user friendly. The system prescribes type of reports e.g. Resolved vs closed. We report on resolved tickets(maybe not correct from an SLA reporting perspective, however we have minimal reopens) - the Incident KPI dashboard reports on closed. I am not using the reporting functionality at all and have compiled my own queries/views and dashboards. In addition the display of results in graphical format is quite limited. 2. Updating via emails are not neat/tidy - includes a lot of information (signatures and pictures) making it difficult to follow the notes. 3. Agents work on more than one ticket the same time and would like to keep the ticket open - although a ticket can be opened in a new window it only shows the "edit" view and not all information required (e.g. notes) to actively work on a ticket 4. Cannot exclude child-related incidents from SLAs 5. Admin manual to be more comprehensive on the how to do that what to do. 6. In instances when we want to add a picture, we need to save it as a document before it can be an attachment - it would be better to copy and paste the picture (especially in the knowledge base, but this can also be applied when we want to send a printscreen to a user via notes or notify) - we communicate a lot with vendors and need to send them printscreens as certain test are done. Because of the extra steps to be added to allow this in SupaTOOLS, the team tends to bypass SupaTOOLS and send comms via their mail accounts. This means I have to manage this factor as well. Chris has been more than supportive and quick to respond, which I appreciate.

Pros

Tasking capability

Cons

Reporting Reminders not configured

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Bronwyn Nichols

Verified Reviewer

SupaTOOLS - A must have Corporate Tool

21/04/2016

From project initiation to deployment of the system within our company, supaTOOLS has been there to assist and guide us to reach maturity within change control process. We started on the journey with supaTOOLS 5 years ago and from that date in time, our company has grown from 600 to 1200 staff members. Having a system in place to store information on customer devices, company owned devices, from local data centers to country wide infrastructure, has been vital to ensure business continuity and communication to all areas of the business.

Pros

* The support turn around time is superb. Their team are always willing to assist no matter how big or small queries are. * Instills ITIL methodologies to align to international standards * Ease of use

Cons

None, as their team are open to suggestion to product improvement.

Time used: Less than 6 months

Source: GetApp
Helpful?   Yes   No

Response from SupaTools Limited


Thank you for your review Bronwyn! We look forward to the next 5 years and will continue to deliver the support you are used to.

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Ed Osterman

Verified Reviewer

SupaTOOLS review

01/07/2015

We have been working with SupaTOOLS for three years. Their product is excellent, highly configurable (with no training) and fast. We customized the Incident and Change Management modules to adopt to our Business processes with minimum effort. Their support raises the bar even higher. Very responsive and knowledgeable. They have frequent releases throughout the year that incorporate our requests for customization and bug fixes. Best of all, extremely good value. Pricing is extremely competitive.

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 1-2 years

Source: GetApp
Helpful?   Yes   No
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Paul Nus

Verified Reviewer

Diamond In The Rough

21/05/2015

It's was almost comical when sitting in the demo and you ask those questions, "What about this scenario?" and then it's a quick "Yep, we can do that. Here is how you could approach that.". In most instances, you can take the core software and make it your own with relative ease. The support has been fantastic in responsiveness and answering questions about how to make the application fit our business. Before we used supaTools, we were floundering with what assets we had and what tickets were our priority. With the SLA integration, we are now providing a better service to our internal customers and have really good data to make good business decisions.

Pros

The environment is web-based and has a lot of different automation and integration points including active directory for logins. We utilize email ingestion through our Office365 account and it works like a champ for creating tickets and responding to tickets via email. The core allows you to add, remove, change features and fields with ease. Templates are key for incidents, which you can create many of to allow customers to fill in minimal aspects of an issue while still giving you pre-populated fields for reporting and SLA needs.

Cons

With any highly customizeable system, you run the risk of making things too complicated.If you have your internal processes defined well, it makes the transition to this product very easy.

Source: GetApp
Helpful?   Yes   No

Response from SupaTools Limited


Thank you for your review Paul! And yes, as you mention it's easy to get carried away and over-complicate things with such a flexible system. Key is to keep it simple and document your own rules for use of the system.

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Mike Kewelar

Verified Reviewer

SupaTOOLS

21/05/2015

What makes SupaTOOLS so beneficial for us is the easy way of configuration and administration the system. We don’t need tools with overloaded functionality and modules. Beside CHA/CFH/INC/PRO we use it for our contract and license management and as well the capital asset management. The tool is very flexible and easy to customise. The SupaTOOLS support is very responsive and they listen to our suggestions.

Source: GetApp
Helpful?   Yes   No

Response from SupaTools Limited


Thanks for your review Mike. Like many of our customers S.A.S has helped to improve SupaTOOLS with valuable feedback, and we look forward to adding more features!

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Allan Kong

Verified Reviewer

SupaTOOLS - My 2015 Review

20/05/2015

I really appreciate SupaTOOLS’ support help in getting the quick response and problem solving. Frankly speaking, as a user friendly and reasonable pricing of SAAS, the tools is mostly comprehensive to compliant the Configuration/Change/Incident/Problem Management of ISO20K which has been implementing for my company environment. I wonder why only my company in my region in their customer list. Come on … more promotion in Asian as I can be as the reference site.

Source: GetApp
Helpful?   Yes   No

Response from SupaTools Limited


Thank you for submitting the first review Allan! And especially thank you for offering to be a reference site for your region. We may take you up on this offer in the near future ;-)

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