Complaint Management Software

Sprout Social has imbalanced the features, where lower tiers lacks major functionalities

Sprout Support lacks timely chatbots that can interact with clients seamlessly Review collected by and hosted on G2.com.

Sprout Social has streamlined the social workflow, which includes content posting, engagement, scheduling and this happens in multiple social accounts

The tool create an organized engagement plan, where specific tasks is defined and performed by a specific person

The tool regularly conducts performance analysis, where it helps us refine strategies and justify solid communication

Sprout Social is keen in monitoring brands and audience sentiments, something that guides the app on trends identification Review collected by and hosted on G2.com.

One thing I wish were easier is the ability to reply to reviews on every site. It would be so much more convenient if platforms like the Better Business Bureau, Trustpilot, and Best Company could be linked, so we wouldn’t have to go directly to each site to respond. We are able to see the reviews on Birdeye but have to reply directly on their original site as opposed to google which is linked. Review collected by and hosted on G2.com.

Birdeye makes it easy for us to gather and manage customer reviews all in one place. Instead of checking multiple sites for feedback we can see everything quickly which saves us time and helps make sure no customer comment or review gets forgotten. Using Birdeye has made handling our online reputation much easier it has allowed us to respond faster and helped us build stronger relationships with our customers. Review collected by and hosted on G2.com.

The menu and overall user interface could use some improvement. For instance, in ITSM, the Operations Workspace is utilized, while for CSM, we rely on the CSM/FSM configurable workspace. However, not all features—such as UI actions and lists—are implemented in a consistent way across these areas. At times, it feels as though the various product teams within ServiceNow are not coordinating closely with one another. Review collected by and hosted on G2.com.

Previously, we lacked accurate insights into resolution times, which often led to contractual breaches and associated fines. The implementation of the CMDB has also enhanced efficiency within our change management board by providing better visibility into our application stacks. What stands out most is how quickly the organization has adopted the system. Once users become familiar with one module, it becomes much easier to implement and adopt additional modules, as they are designed to work together and follow a consistent logic. Review collected by and hosted on G2.com.

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

Prior to utilizing Salesforce, let's just say we had a mess of spreadsheets and all kinds of documentation. With sales force, it has completely helped us stay organized and it benefits us because it allows us to really take care of our members and spend less time and money on cleaning up and using manual processes. Review collected by and hosted on G2.com.

If you want to share the control panel with a customer so that he/she can also monitor the entire it-environment requires an additional license.

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

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

Some advanced settings take time to find, and the admin/configuration area can feel a bit dense at first. Also, certain customization or reporting needs may require a bit of trial and error to get exactly right. It’s not a dealbreaker, but the learning curve is noticeable when you want to fine-tune things. Review collected by and hosted on G2.com.

Zoho Desk centralizes customer inquiries across channels into a single ticketing system and helps ensure nothing slips through the cracks. Automation and SLAs improve response consistency, while dashboards make it easier to track performance and bottlenecks. As a result, our team can respond faster, collaborate more smoothly, and maintain better visibility into customer support quality. Review collected by and hosted on G2.com.

Some features can feel a bit limited or clunky, especially when handling large batches of content. Certain tools also require extra steps that slow down workflow. Occasional glitches in scheduling or posting can be frustrating, and the user interface could be more modern and responsive. Review collected by and hosted on G2.com.

SOCi helps solve the challenge of managing multiple social media accounts across different locations and platforms. It centralizes scheduling, approvals, and content creation, which saves time and reduces errors. It also helps ensure consistent branding and messaging across all channels. With SOCi, I can easily monitor performance, streamline workflows, and collaborate more efficiently with my team. Overall, it simplifies multi-location social media management and allows me to focus more on strategy instead of juggling tools. Review collected by and hosted on G2.com.

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

Zendesk for customer service solves the problem of chaotic and unscalable customer support. Without a dedicated system, customer messages come from everywhere—emails, contact forms, and chats—and it becomes impossible to track who responded, what was promised, or what is still pending. Zendesk centralizes all communication into structured tickets, which bring order to the chaos. It also solves the problem of missed or delayed responses. With SLA automations and priority rules, tickets are handled on time. This directly improves customer satisfaction and reduces frustration on both sides. From a backend developer perspective, Zendesk helps bridge the gap between support and engineering. Tickets can be enriched with logs, user IDs, metadata, and links to internal systems. This makes debugging real customer issues much faster and more accurate. Another big benefit is visibility and accountability. I can clearly see ticket volume, response time, backlog, and team performance. It helps make better decisions about staffing, product improvements, and system stability. Zendesk also reduces context switching. Support teams don't need to jump between tools, and developers don't need to chase information. Everything related to an issue lives in one place. It improves customer communication quality. Canned responses, macros, and templates ensure consistent and clear replies even when multiple agents are involved. Zendesk also helps with scalability. As the product grows and the user base increases, Zendesk can handle higher ticket volumes without changing the support process or tools. Another important benefit is the feedback loop to product development, repeated issues, bug reports, or feature requests are visible in Zendesk data. This helps the engineering and product teams prioritize real user pain points instead of guessing. So Zendesk benefits me by making support organized, measurable, and tightly connected to the product and backend system. It reduces noise, improves response quality, and helps teams work together more effectively in production environments. Review collected by and hosted on G2.com.

The licensing model, and not being able to purchase smaller batches, is my dislike. Review collected by and hosted on G2.com.

At Sonaca, we use Jira Service Management across multiple departments, including IT and other areas. It has been instrumental in helping us deliver excellent support to our internal users worldwide. By enabling us to collect detailed information through web portal forms, we have been able to efficiently implement and tailor the routing of work to the appropriate teams responsible for resolving issues and requests. This also provides a reliable way to communicate with end users. Additionally, JSM allows us to link IT assets with tickets and end users in one centralized platform. Review collected by and hosted on G2.com.

The appearance is a bit ugly/ outdated and could do with a bit of modernisation Review collected by and hosted on G2.com.

As an IT engineer in a busy MSP, Autotask has pretty much become one of the tools I rely on every day. It pulls together ticketing, time tracking, asset management and projects into one place, which definitely helps keep things organised when workloads get messy.

What Autotask Does Well

Ticketing that actually works

Easy enough to manage loads of tickets. Categories, quick notes, and automation make it simpler to prioritise and stay on top of things.

Great integrations

Works smoothly with Datto RMM, backup tools and other monitoring systems, so everything lands in one central spot. Cuts out a lot of duplication.

Decent reporting

The dashboards and reports are detailed and customisable, which helps when tracking SLAs or spotting recurring issues.

Solid project and asset tracking

Projects are easier to follow with milestones and dependencies, and asset info is stored neatly, which saves time when troubleshooting.

Where It Falls Short

UI feels outdated

It works, but it looks a bit old and can be overwhelming for new engineers.

Mobile app is lacking

Fine for quick ticket updates, but not great for anything more involved.

Automation is powerful but tricky

You can do a lot with it, but setting it up isn’t always straightforward. Review collected by and hosted on G2.com.

There really isn’t much to dislike. If anything, I’d say the number of service options can feel overwhelming at first—but that’s only because they offer so many tools and strategies to help us succeed. Review collected by and hosted on G2.com.

Liftify has helped us stay consistent, improve customer trust, and position our brand for long-term success. I’m very happy with their services and would highly recommend them to any company looking to strengthen their online reputation and customer experience. Review collected by and hosted on G2.com.

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

Freshdesk solves the core problem of scattered and unorganized customer support communication. Without a proper support system, customer issues come through different channels like email, chat, and social media, making it hard to track and respond efficiently. Freshdesk brings all these interactions into one unified ticketing system, which helps ensure that every customer request is handled properly. It also solves the problem of slow response times. With automation, SLAs, and priority rules, tickets are routed to the right team members quickly. This helps me respond faster and meet customer expectations more consistently. Another major benefit is better visibility into support operations. Freshdesk allows me to see how many tickets are open, who is working on what, and where delays are happening. This visibility helps improve team performance and identify bottlenecks early. Freshdesk also helps solve the problem of lack of collaboration in support teams. Internal notes, shared ownership, and team workflows make it easy for multiple people to work on the same issue without confusion. This is especially useful for technical or complex customer problems. It improves customer satisfaction by keeping communication clear and transparent. Customers receive updates, confirmations, and responses in a timely manner, which builds trust and confidence in their support process. Another important benefit is knowledge management. Freshdesk allows creating help articles and FAQs so customers can find answers on their own. This reduces repetitive tickets and frees up support agents to focus on more important issues. Freshdesk also helps with scalability. As the business grows and ticket volume increases, workflow, automation, and reporting can scale without changing tools, this makes it suitable for both small teams and growing organizations. It also supports multi-channel support so customers can reach out using the platform they prefer while their support team manager has everything in one place. Overall, Freshdesk benefits me by making customer support organized, efficient, collaborative, and scalable; it reduces chaos, improves response quality, and helps deliver a better customer experience with less operational stress. Review collected by and hosted on G2.com.

So far, it has been an investment of time and effort upfront Review collected by and hosted on G2.com.

Allows our team to hold all requests in one place, which is beneficial if an agent is away and the other agent can pick up their open tickets. Allows me as their supervisor to prevent work overload, as well as, delegate tasks according to each agents strengths Review collected by and hosted on G2.com.

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

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

Reputation lacks brilliant social media presence and management, where it needs a dedicated scheduling and management option

Often, Reputation reports lags, something that confused on reviews navigation Review collected by and hosted on G2.com.

Reputation is impressive in consolidating all reviews, where they are accessed and managed in one platform without logging to different portals

The app ensures immediate customer response and this leads to resourceful engagement

The tool issues a sentimental analysis concerning the customers perception regarding their experience

The tool consolidated reviews from different marketing campaigns and channels and this amplifies the SEO

We use Reputation to capture insights from different locations, helping our brand to grow big Review collected by and hosted on G2.com.

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

Lead generation

Lead qualification

Send outbound campaigns

We can manage multiple conversations at once.

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

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

HubSpot Service Hub helps me manage all my customer communications in one place. With the shared inbox, I can easily track emails, live chat messages and form submissions without missing anything. The ticketing system allows me to organize customer issues, assign tasks, and follow up efficiently. Forms and automated emails help me gather information and respond to inquiries faster. Overall, it keeps my workflow organized, saves time and ensures I can respond to customers promptly, which improves the quality of support I provide. Integrating with Microsoft Teams adds an extra layer of convenience, letting me stay updated on customer interactions without switching apps. Review collected by and hosted on G2.com.

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

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

My only dislike with Edge is its ability to search through some of the data that it has captured. It would be nice if you can Isolate certain employees to see just their reviews versus the entire stores. Review collected by and hosted on G2.com.

Edge helps our business maintain a healthy presence online to make sure we are getting reviews to help drive business to our location. It also helps to show each team member how they have had an impact through their own individual efforts! Review collected by and hosted on G2.com.

A few areas feel a bit basic, like reporting and email templates. Some pages can also be slightly slow at times. None of these are major issues, but they’re small things I notice during regular use. Review collected by and hosted on G2.com.

Before EngageBay, my leads and follow-ups were spread across different tools, and it was easy to miss things. EngageBay brings everything into one place, so I always know who to follow up with and when. The automations take care of repetitive tasks, which saves me time and mental effort. Overall, it’s made my daily work feel more organized and much less stressful. Review collected by and hosted on G2.com.