It Incident Management Software

Reporting could be stronger, especially end-user-facing reports that convey the value of what we are providing to our customers. Occasionally we get some hit or miss with the patch management but I'd say it's 95% effective in getting patching done correctly. I'd like to see a little more partnership on the marketing side (i.e. MDF funds, or marketing consultation help to grow both our businesses). Overall, though, our experience has been great. Review collected by and hosted on G2.com.

GIves us a tool to manage our customers endpoints and provide patch management, remote monitoring and remote support at a reasonable price. We also utilize their NinjaBackups services and the Teamviewer, Splashtop and Webroot integrations. Review collected by and hosted on G2.com.

because of the complexity and the different capabilities that the ServiceNow IT Service Management comes with, it might be difficult for organizations to prioritize their roadmap from where to start and how to deploy additional activities. This could be solved with the help of a solution consultant and the NowCreate framework. Review collected by and hosted on G2.com.

Faster customer issue resolution, Identification and resolution of problems. Change scheduling. Swivel chairing Review collected by and hosted on G2.com.

Using the search feature, you have to select want you are searching on, not just searching across everything Review collected by and hosted on G2.com.

AutoTask allows us to keep track of the tickets that come in and what needs to be worked on. the ability to seee the notes of tech who worked on it before you allows you to jump right in without spending time talking to someone else or starting over. Review collected by and hosted on G2.com.

One area that could be enhanced is the reports section because I see more potential for Atera to use AI to automatically analyze and generate deeper insights, like identifying usage patterns or predicting potential device failures, making our reporting even more proactive for troubleshooting. Review collected by and hosted on G2.com.

Atera plays a key role in solving critical IT issues quickly across our team. For example, as a data analytics manager, I’m responsible for overseeing our team’s workgroup data servers and analytical applications. Atera allows me to monitor these systems remotely, ensuring they’re running efficiently without needing to be on-site. The platform notifies me in real time of any hardware/software issues or potential security threats, which means I can address problems before they escalate and disrupt our workflow. For instance, I can resolve server issues on my own before they impact the team, or I can escalate them to IT with a support ticket or through live chat. This flexibility means no downtime, which is essential for our fast-paced projects. Review collected by and hosted on G2.com.

While Freshservice is a robust and reliable platform, some users report minor limitations, such as the need for more customization options in certain workflows and the lack of some advanced reporting features. Additionally, the initial setup can be somewhat complex, requiring extra time for adaptation. However, these aspects do not significantly affect the overall experience with the platform Review collected by and hosted on G2.com.

Here's the translated response for the Freshservice review on G2:

What business problems is Freshservice helping to solve?

Freshservice has been essential in improving project and ticket management within the company. It optimizes processes, reduces incident response time, and ensures greater efficiency in team communication. Additionally, its automation simplifies the resolution of recurring issues, minimizing manual intervention and enhancing overall productivity.

How is Freshservice benefiting you?

The platform provides an organized environment for managing tasks and tickets, offering better visibility and control over projects. Its intuitive interface and detailed reports support decision-making, ensuring that demands are efficiently addressed. Integration with other tools is also a strong point, enabling a more agile and connected workflow.

Is Freshservice moving in the right direction?

Yes. The platform's continuous evolution and ability to adapt to users' needs demonstrate that it is on a positive path. Ongoing improvements in automation and customization make the tool even more efficient for project and internal service management. Review collected by and hosted on G2.com.

Currently, I don't dislike anything. In fact, Zoho/Manage Engine keeps improving the latform which is a wonderful thing. Review collected by and hosted on G2.com.

The addtion of security and vulnerability management is making our System Administrator role more efficent. Review collected by and hosted on G2.com.

My experience was great - nothing to dislike. Review collected by and hosted on G2.com.

Helpdesk 365 is solving the problem of delayed or unclear IT support by providing fast, knowledgeable, and user-friendly assistance. In my case, they helped me get up to speed quickly with our new employee directory system, which could have easily become a frustrating task without the right guidance.

Their support not only saved me time but also eliminated the stress of navigating a new platform on my own. Having a reliable helpdesk like this in place ensures that I can stay focused on my actual work, knowing that technical issues or onboarding questions won’t slow me down. Review collected by and hosted on G2.com.

Since it’s a SaaS application, a stable internet connection is required, which can be a drawback if you experience connectivity issues. Review collected by and hosted on G2.com.

Reduces HR Response Time: Eliminates the long wait times for responses from HR by providing instant answers through the AI.

Decreases HR Workload: Minimizes the need to contact HR for routine questions, allowing them to focus on more complex tasks.

Improves Employee Productivity: By offering quick support and answers, it allows employees to stay focused on their work without unnecessary interruptions.

Centralizes Support Tools: Connects various support tools in one platform, streamlining the process of getting help and information.

Offers Intuitive User Experience: Provides a user-friendly and intuitive interface that makes it easy for employees to navigate and use.

Ensures Consistent Support: Delivers consistent and accurate information through its AI, ensuring all employees receive the same level of support.

Saves Time: Reduces the time spent searching for information or waiting for help, allowing employees to be more efficient. Review collected by and hosted on G2.com.

Slow Performance in dashboards while retreving data for larger Environments.

For Smaller Organisations, Pricing may be high compared to other Alternatives. Review collected by and hosted on G2.com.

Unified IT Infrastructure Management

Automated Incident Management

Cloud and Hybrid Monitoring

AIOPS Review collected by and hosted on G2.com.

There is nothing to dislike about the tool. Any product has to go through its evolution with time and AI/ML features are being proposed for future releases and looking forward to experiencing the same. Review collected by and hosted on G2.com.

Currently we are using Wolken service desk for all our customer delivery where SLA's are key for operations. The ease of creating tickets, the operations flow and visibility to our customers is seamless. The knowledge base helps us and also users to resolve the tickets/issue faster. The reports and dashboards helps us generate our weekly/monthly reports easier and the tool becomes single point of reference/proof for review. Review collected by and hosted on G2.com.

Red Hat Smart Management exhibits strong integration with Red Hat products, which may pose challenges if considering a transition to alternative vendors down the road. Additionally, apart from these overarching concerns, a number of users have expressed criticisms about specific aspects of Red Hat Smart Management:

1.Navigating and utilizing the reporting system can be somewhat challenging. 2.While capable, the performance monitoring features may not match the robustness found in some competing products.

3.The support for non-Red Hat systems is somewhat limited. Review collected by and hosted on G2.com.

Improved security: Red Hat Smart Management can help organizations to improve their security posture by providing a centralized view of all RHEL systems and by automating patch management.

Increased compliance: Red Hat Smart Management can help organizations to comply with industry regulations by providing compliance reporting capabilities.

Improved performance and reliability: Red Hat Smart Management can help organizations to improve the performance and reliability of their RHEL environments by providing performance monitoring and troubleshooting capabilities. Review collected by and hosted on G2.com.

I don't like that in Proactivanet creating a metric and alert is complex, I would like to be able to do it easily as well as customize colors like in Power BI. Review collected by and hosted on G2.com.

Proactivanet has helped us have centralized control of the university's technological assets on a single platform, allowing us to identify who uses them, how often, and the type of use given to the computer equipment, which facilitates decision-making. Review collected by and hosted on G2.com.

Downside is, Overall , in view of compliance sometimes PII uploaded to s3 can be identified with Macie. But when its an image or pdf containing photo copies of such personal sensitive information its hard to identify. It might be stored on the ec2 or s3. But figuring out it is complex. We do have OCR techniques in some services, which can trigger ec2 playbooks. Yes , it can be achievable with right problem solving technique and using the required services. Review collected by and hosted on G2.com.

Security Patches, Trigger based actions on infrastructure. Logging for IOC identifications. Many more. Review collected by and hosted on G2.com.

too easy to connect to anyone via laptop, pc, tablet, phone etc

When I setup remote connections for my customers to work from home, I can't attach them to my own account so that I can manage them, check on payments and make modifications or cancel etc

My bank account get deductions that just say Splashtop, but I don't see what account it's paying for , if it included login name in the payment narrative I could see which customer to bill Review collected by and hosted on G2.com.

saves me calling to customers, sitting in traffic etc, fuel

I can also connect with multiple pcs to work on several at a time

Work on Servers out of hours for updates , deployments etc Review collected by and hosted on G2.com.

One drawback of ClearFeed is that it doesn’t allow simultaneous use of both manual ticket creation via emoji reactions and automatic ticket creation from a simple Slack post in a synced channel. Having to choose between these two options limits flexibility and can be inconvenient depending on the workflow. Review collected by and hosted on G2.com.

We have ClearFeed synced with Jira, allowing tickets to be automatically created and updated. This helps us efficiently track our work volume as we receive support requests, ensuring better organization and visibility into our team's workload. Review collected by and hosted on G2.com.

it will slowdown when other persons network signal is weak, for free users its not available commercially, business plans are more expensive has security risk problem if you share your id and password,it requires setup for unattended access Review collected by and hosted on G2.com.

no need of reaching employee if system has issues can fix it remotely without travelling, even if your employer or manager is in other country it is not a problem as we can access it remotely, screensharing helps in real time training, file transfer has been made end to end encrypted, can access through mobile devices remotely Review collected by and hosted on G2.com.

Not something I dislike, but a suggestion. The AVD troubleshooting still needs to go to Azure Insight, not from Nerdio itself. But Nerdio gives a clear link to redirect to Azure portal AVD Insight. I can see Nerdio are adding more functions from Insight already, like CPU and RAM usage of each session host, RTT of each user, etc. I am expecting more functions will be integrated into Nerdio. So I don't need to jump to Azure for anything moving forward. Review collected by and hosted on G2.com.

The excellent automation benefited us a lot. For example, saving and updating gold image, batch creating new session hosts, initially deploying AVD for new customers, setting up and optimizing auto-scale for AVD host pool, etc. Review collected by and hosted on G2.com.

There is a specific feature that I would like to see in future updates: the ability to save views (tickets assigned to a certain agent, tickets with a certain status) to your HALP profile Review collected by and hosted on G2.com.

HALP is making it easy for our team to solve issues as they arise whether they create a ticket through Teams or email. It also makes it easy for the requester to follow the status of their ticket due to the fact it is updated dynamically through teams. Review collected by and hosted on G2.com.

Advanced automation design may take a bit of steep learning curve on BackBox. Its user interface is slightly clunky or perhaps not as intuitive as it might be. Occasionally, we may need to encounter small bugs following updates and these may be irritating. Interfacing with truly specialized or out-dated devices also often needs custom scripting. Not every situation is a cured plug and play. Review collected by and hosted on G2.com.

Our activities were to do a regular backup and configuration checking and would take hours per week. It was easy to make a mistake which could not always be traced. Today, BackBox does all that vital work automatically on our behalf. It carries out regular back-ups every night, and it imposes our security policies actively. This leaves our staff free to work on strategic projects rather than on routine tasks. Review collected by and hosted on G2.com.

I don't really think there is a down side to using Rezolve AI as for its pricing and products its a perfect tool for any sized company or business. The one downside that I have found is that the ticket filtering and customizing is too simple at the moment, but like I said before I was able to discuss this with them and now it may be a feature moving forward so another business won't know that this wasn't originally there. Review collected by and hosted on G2.com.

Rezolve is making it easier for our customers/clients to effectively get in touch with the Service Desk and IT Department when they need assistance. In my company this wasn't always the case and it was very difficult for customers to get tickets in for issues and concerns. Review collected by and hosted on G2.com.