Service Lifecycle Management Software

I would like more personal customization and the ability to set and save views. Take the ticketing page. It would be nice to set as many or as few columns as I would like to see and that be a saved view. My other dislike is the frequent upgrades. I understand that you are trying to improve your product but I wish there was more heads up on the changes. I dislike when a page changes and then I have to learn how to re-navigate while I have a client on the line. Review collected by and hosted on G2.com.

Atera provides us with our ticketing system. From here we use the Splashtop and remote on users' computers to solve their issues. Review collected by and hosted on G2.com.

I am struggling with Product categories update, I havent found yet where to create new ones. Review collected by and hosted on G2.com.

Zoho Desk really works well with Site24x7, I will be able to better manage my SLA's with this integration and turning the Field Support operation to this tool I bring sinergy between them and the monitoring activities. The outcome is a more satisfied customer Review collected by and hosted on G2.com.

Despite its advantages, Salesforce Field Service has a steep learning curve for new users, which can be challenging for smaller companies with limited technical support. Some advanced features require in-depth system knowledge, which can extend training time for users to fully utilize the platform. Additionally, the frequency of updates and configuration adjustments can be a bit Review collected by and hosted on G2.com.

Salesforce Field Service is helping us streamline and optimize our field operations, reducing time delays and improving customer satisfaction. By enabling real-time scheduling and resource tracking, it allows us to allocate resources more efficiently and address customer needs promptly. This has led to increased operational efficiency and improved service quality, directly benefiting our customer experience and reducing operational costs. Review collected by and hosted on G2.com.

The large volume of options and functionalities could be seen as a point of concern and, in certain cases, an obstacle to the rapid adoption of the system. However, the available documentation and the help of Trailblazer allow us to easily overcome this challenge, maintaining an efficient learning curve. Review collected by and hosted on G2.com.

Before implementing Service Cloud, we served customers primarily via email. There were issues related to the lack of centralized service, the absence of a broad and clear view of the status of open requests and which ones should be prioritized, which hindered meeting deadlines and customer satisfaction.

In terms of team management, there were no easy ways to monitor team performance. Working solely via email hindered the analytical view of metrics such as average response time and made it difficult to identify bottlenecks or opportunities for improvement.

By implementing the tool in selected departments, we were able to migrate to the case management model, in which interactions with customers are centralized in Service Cloud and tracked transparently. We implemented automated tasks using flows, approval processes and case routing routines that help employees perform their work, reducing the time to resolution and allowing them to focus on what is a priority. In addition, we now have detailed reports on team performance, delivering valuable insights to continually improve service quality and ensure customer satisfaction. Review collected by and hosted on G2.com.

I feel like complex workflow automation like assigning a task to next user based on the bandwidth is not possible. This is dine manually by verifying the scope of each user on the board. Also, mobile app does not support all the desktop features. Review collected by and hosted on G2.com.

We use freshservice for tracking our project management. Stories creation and tasks for access requests are all created under the project board and tarcked based on the user including the story points. We integrated Freshservice with slack and outlook so whenever there is an update on the ticket all the watchers and assigned users will be notified directly thru slack and outlook. The tool is pretty self explanatory and easy to navigate even for a first time user. Review collected by and hosted on G2.com.

The only downside I have experiences is if I don't have the specific admin privileges to see certain groups and therefore, tickets, the tickets seem to disappear and it takes some time to get access to these tickets. Review collected by and hosted on G2.com.

Organization of different types of requests or complaints. Review collected by and hosted on G2.com.

Support team should respond quickly, although their technical expertise is exceptional. Review collected by and hosted on G2.com.

Autotask provide us a solution for ticket management and seamless integration with essential tools, enhancing our workflow and efficiency.

Autotask integrated with Datto RMM, IT Glue, and Backup Radar. This setup allows us to createad a automatic ticket via APIs when issues occur.

We have used Autotask daily for the past five years, I’ve found it to offer numerous valuable features like: Review collected by and hosted on G2.com.

There are a few growing pain bugs here and there that we have run into but it seems that we are able to get help with most of them on a short notice. There are a couple features here and there we'd like to see but we can usually work around them. Review collected by and hosted on G2.com.

Effectively working together on many tassk and tickets. Review collected by and hosted on G2.com.

The only downside to using Intercom is that I don't have a team around me helping with activation and customer onboarding. I don't think I've saved more time with any other tool (besides ChatGPT). Review collected by and hosted on G2.com.

Intercom takes over the role of founder, marketer, salesperson and customer support in all of our automated series and through the chatbot. I've created onboarding workflows, product feature guides, activation checklists, you name it. Review collected by and hosted on G2.com.

I really have not found a downside with Connecteam yet. They are consantly updating and upgrading the platform, improving the different modules.

I would like an easier way to track training that I have to complete outside of the app, but I am working on that currently. Review collected by and hosted on G2.com.

They are currently working with our scheduler int he Job Schedule module to make it easier to see more of the data on screen. Review collected by and hosted on G2.com.

The only thing I dislike about service now is its high cost. ServiceNow can be expensive, especially for smaller organizations. Review collected by and hosted on G2.com.

From what I have discovered so far, traditional IT processes can involve a lot of manual tasks, like assigning tickets, tracking issues, and updating documentation, which can lead to errors, delays, and frustration for both IT teams and users.

coming to the improvement what i suggest is IT issues and outages can disrupt operations, impact productivity, and reduce customer satisfaction if not resolved quickly. Review collected by and hosted on G2.com.

I wish the knowledge base was available on smaller tiers, but i understand why its been added to the more expensive ones to create an upsell opportunity. Review collected by and hosted on G2.com.

Keeping all data in one place, so that people across different hubs have the same access to data to create a good experience for the customer. Previously these systems would sit seperate form one another and need connectors in order to share information. Therefore, having this is one place is helping the customer service teams be more productive and efficient, whilst also not requiring lots of connectors to keep the data in one place. Review collected by and hosted on G2.com.

We are still quite new users with FieldPulse and nothing bad really sticks out at all, which is a great thing. We use tags as an internal review process to know when the next step of closing a job needs to happen and right now I can't find an easy view or notification to set up to trigger the next person in the step. Something I know I can reach out via the chat feature, though. Review collected by and hosted on G2.com.

Getting answers to questions quickly is huge. Our old software customer service experience was very much lacking in this area. FieldPUlse offers a robust knowlege base whether that's from tutorials, self help and our access to our customer success manager. Even if it''s something FieldPulse currently does not do, at least we have that answer ASAP.

FieldPulse is also much better at speaking with QuickBooks so that we have a one stop shop for our financial picture. Review collected by and hosted on G2.com.

Adapting to a new system after being comfortable with an old one was a bit nerve-wracking. We were concerned about learning new processes, but Supportbench's user-friendly interface helped a lot. Review collected by and hosted on G2.com.

Supportbench optimizes customer support by organizing inquiries, automating tasks, facilitating collaboration, providing insights, and enhancing satisfaction. It streamlines processes, frees up agent time, fosters teamwork, offers analytics, and improves customer experiences, ultimately driving business success. Review collected by and hosted on G2.com.

While Zendesk Support Suite offers a powerful and comprehensive set of features, there are a few drawbacks that users sometimes encounter. One common issue is the pricing complexity—Zendesk can be expensive, especially for growing businesses, as many advanced features are locked behind higher-tier plans, making it difficult for smaller teams on a budget to fully justify the cost. Review collected by and hosted on G2.com.

The Zendesk Support Suite is solving several key problems related to managing customer support at scale. One of the main issues it addresses is the fragmentation of customer communication channels. With Zendesk, all interactions whether they come via email, chat, social media, or phone are centralized in one platform. Review collected by and hosted on G2.com.

only minor issues were there initially but it was quickly addressed and resolved. Review collected by and hosted on G2.com.

We need as a streamline Ticketing solution with customization & wavity was able to provide us solution which we needed 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.

There is not anything I do not like about JotForms. This is an excellent tool. I highly recommend JotForms. Review collected by and hosted on G2.com.

Clients can submit documents online that we can print in the office or upload to our PMS. These forms maintain the same format and structure we use in the office. This helps with consistency and training for our staff. Review collected by and hosted on G2.com.

There are always new features being added, and it can be hard to keep up with at times. But on the plus side, the team does a good job of announcing these updates during their monthly webcast calls, so we’re always informed and can stay on top of any changes. Review collected by and hosted on G2.com.

Fieldcode helps us manage the lifecycle of our IT equipment—customizations, installs, repairs, and de-installations. It has cut down on miscommunication between teams, sped up our scheduling, and overall made everything run faster and smoother. Plus, having a clear overview of each step makes sure we don’t miss anything. Review collected by and hosted on G2.com.

They can improve upon their reporting feature to make it more concise and user-friendly. Review collected by and hosted on G2.com.

With a small set of team, responding each and every enquiry in timely manner became difficult for us. Desku's AI-Chatbot helps us to create different set of responses for different set of general enquiries allowing our support team to handle more important enquiries to turn them into potential customers for us. Review collected by and hosted on G2.com.