Service Planning Software

One drawback of Freshdesk is that its advanced features can be complex to set up and may require additional training for the team. Additionally, the mobile app has limited functionality compared to the desktop version, which can sometimes lead to delays in customer support. Review collected by and hosted on G2.com.

Freshdesk streamlines customer support by centralizing inquiries from multiple channels into one platform, reducing response times and improving issue resolution. Its automation features handle repetitive tasks, freeing up the team to focus on complex customer needs. This has led to increased team productivity, better customer satisfaction, and more efficient management of high support volumes. 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.

FreshService has some rough edges that I wish were polished out some. The analytics/reporting is a bit clunky. Review collected by and hosted on G2.com.

We use Freshservice across our global operations, both as an IT service management (ITSM) and IT asset management (ITAM) tool, and as a ticketing system for multiple business departments. For IT, it helps us keep track of incidents, service requests, and assets in one place, making it easier to stay organized and respond quickly. The asset management side is a huge help for tracking hardware, software, and licenses across different locations, especially when it comes to audits and renewals. Other teams like HR, Facilities, and Finance also use Freshservice for handling internal requests. Having everything in one system makes it easier for employees to get the help they need without bouncing between different tools. Plus, the reporting features give us a clear view of service performance across teams. Overall, Freshservice helps keep things running smoothly, improves response times, and makes life easier for both our IT team and other departments. Review collected by and hosted on G2.com.

Customer portal visual customizations could allow a little bit more :)

Would love to see way to integrate with Clockify to automatically track time on tickets - I know Zoho has this option, but we're using Clockify as our main time tracking system to track time over all projects, not only support. Still need to explore other Zoho products - perhaps there's a way to use one of Zoho tools to track time globally. Review collected by and hosted on G2.com.

First of all we recently signed few support contracts and need arised to have a support portal where we can communicate and work with our customers. The main goal was to give customers a way to share with us issues and create tickets. And from the customer perspective they needed to be able to track and audit all tickets and have a historical view on what has been done and what issues they had. Zoho Desk provides us all of that and fulfills all the requirements. We have a system to work with client, monitor SLA and more. Customers, on the other hand, have a full view on all tickets with its full history to have an audit trail and progress that has been made. Review collected by and hosted on G2.com.

While Atera offers a robust set of features, the reporting tools could be more customizable to meet specific business needs. Additionally, while customer support is responsive and helpful, implementing new feature requests or updates can take longer than anticipated. Lastly, the platform would benefit from more granular controls in workflow customization to cater to complex environments. Review collected by and hosted on G2.com.

Atera helps us manage and monitor our clients' IT environments seamlessly, addressing issues before they become critical. The RMM capabilities ensure real-time device monitoring and proactive alerts, significantly reducing downtime. The automation of ticketing and troubleshooting has saved us countless hours, improving both response times and client satisfaction. Additionally, Atera's flat-rate pricing allows us to scale our services without worrying about unpredictable costs, making it an invaluable tool for our growing business.

The integration of PSA features has streamlined our billing and reporting processes, ensuring transparency and efficiency when managing client accounts. Overall, Atera has improved our operational workflows, enhanced customer relationships, and allowed us to focus on delivering top-tier IT services. Review collected by and hosted on G2.com.

I haven't come across anything that has hindered the use of the system. Customer support sends emails and updates to ensure modifications are explained. Although I am unable to comment on the ease of integration at this point as we use a niche software system that we run payroll through so can not use the integration function. Review collected by and hosted on G2.com.

Blocking days that employees can't say they can't work is very handy. Review collected by and hosted on G2.com.

some tooltips need to share regularly to ServiceNow user acording to his role. what happen in current senairio Servicenow having somuch features but as we are busy in day to day task not exploring more. using this flash tooltips we can lern small things regularly and it's impect to effective utilysation of servicenow. Review collected by and hosted on G2.com.

it's give transprancy between user and techsupport, what every users facing issue the raise concern using ServiceNow and as techsupport team we will get alert as we already configured and we can write our troubleshooting steps in worknote tab which is visible to user with if we have configured alerts then user received email on our worknotes. so that user also happy to see we are working on his issue towards resolutions. Review collected by and hosted on G2.com.

Salesforce Service Cloud is a very good platform, but requires a lot of add-ons for what I would have considered basic functionality, such as quote formatting. All of these add-ons are often all priced per user, so costs quickly rise depending on the number of users that you have on the Salesforce Platform. Review collected by and hosted on G2.com.

Receiving, logging, tracking customer complaints, complaint documentation, complaint images, complaint specific and both sort term and long term complaint resolutions. Review collected by and hosted on G2.com.

It gives us a challenge when we want to use another operating system since it is only found on windows,it makes our work hard. Review collected by and hosted on G2.com.

Through Helpdesk 365 we are able to customize our tickets to how we would like them to be seen ,it is a great way to market our brand .

All the information you may need for your customers and what they have ever purchased from you is provided,with this information you are able to know what they might like.

Our employees have an easy time because tickets are shared efficiently 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.

The current downsides are aspects they can improve or modify when enough users request it. For example, having the same tags across all tabs without needing to manually create tags that you want to remain consistent would be beneficial. Additionally, a desktop app would be very useful for the Engage side; if you don't have your window open, you have to locate it to answer the call. Review collected by and hosted on G2.com.

FieldPulse saves me hours of time a week and helps get rid of gaps or overlaps in our day to day operations. Review collected by and hosted on G2.com.

Although the platform is very customizable, it took some time to become familiar with all the features. However, the support team is proactive and regularly organizes updates and support sessions. Review collected by and hosted on G2.com.

Fieldcode improved the way we manage our end-to-end service delivery, from planning to task tracking. Communication errors between teams have significantly decreased, and we can now handle more maintenance requests in less time, with better results for our clients. Review collected by and hosted on G2.com.

Rien, tout est simple et beau. Il n'y a rien de négatif pour ma part. Review collected by and hosted on G2.com.

Ils aident à mes collaborateurs à remplir des demandes de réparation. En plus ils ont un SAV incroyable. Review collected by and hosted on G2.com.

In cases where bots have difficulty understanding the more complex questions, a human agent is called to continue the conversation. We have learned to modify automated flows to reduce the occurrence of this, however it can still be annoying for consumers. Review collected by and hosted on G2.com.

We have managed to configure custom messages to be sent depending on the actions of the user. For example, we provide a helpful reminder with instructions on how to create an account if the user hasn’t done so in 48 hours. Therefore, we do not sit back and expect customers to contact us with questions; we actively encourage them to do so. In short, we used to rely on long and inefficient ticket resolution processes and emails. Chat, automation, support and user activity analytics are now in one place. Our entire support team was able to handle a large volume of requests thanks to this. 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.

It fits our needs, so there is nothing at the moment which is missing. Review collected by and hosted on G2.com.

The software really works best by using the admin software AND the mobile APP together. As a manager, you have control over every feature - but your techguys should only use mobileapp: open a job, attach photo & signature - and save! Thats the only thing they need. So make sure to try the app too! Review collected by and hosted on G2.com.

Scheduling our service calls and managing inventory. It is much easier now, because we see where our guys are at the moment. Great feature! 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.

Nothing at this stage, any issues encounted were quickly resolved. Review collected by and hosted on G2.com.

Tegral has Real-Time reporting which is saving our business countless hours of administration time. Review collected by and hosted on G2.com.

Some additional programming capability within the workflows would be nice - which we are told that these functions such as calcualtions would be coming in the near future. Review collected by and hosted on G2.com.

First, creating a platform that is easy to use - our techinicans seem to like it and not dread doing the paperwork. We have been successful with this product with our Commercial Brach and now we have just started with our Residential Team. DataPlate capture is big. Tech can scan the dataplate containing model and serial and we can caputure that data in a database for marketing or equipment replacement purposes when the equipment becomes a certain age. 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.