Service Planning Software

One aspect I dislike about Freshdesk is that some advanced customization options can be a bit limited or require additional integrations, which sometimes slows down the implementation of more complex workflows. Additionally, while the platform is generally intuitive, certain features—such as detailed reporting or automation rules—could be more flexible and user-friendly. Occasionally, we have also experienced minor delays with customer support response times when addressing technical issues. However, these challenges have not outweighed the overall benefits Freshdesk has brought to our organization. Review collected by and hosted on G2.com.

We chose Freshdesk over its competitors primarily due to its user-friendly interface, robust automation features, and seamless integration capabilities. Previously, our communication with the client was handled exclusively via email, which often led to delays and inefficiencies.

Since implementing Freshdesk, we have seen significant improvements. Specifically, the number of client reminders requesting responses has been reduced by half, demonstrating a clear increase in our responsiveness and efficiency. Additionally, by automating several routine processes within Freshdesk, we have been able to avoid hiring two additional employees, resulting in substantial cost savings for our organization. Overall, Freshdesk has streamlined our workflow, improved client satisfaction, and delivered measurable operational benefits. 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.

A lot of my team has issues on android phones Review collected by and hosted on G2.com.

It allows us to be more hands off when it comes to the jobs on our day Review collected by and hosted on G2.com.

Some advanced configurations, like automation and custom workflows, can be difficult to set up without prior experience. Additionally, certain reports and integrations require extra tools like Zoho Analytics or Zoho Flow to reach their full potential. Review collected by and hosted on G2.com.

Zoho Desk helps us centralize all customer support requests from email and WhatsApp, making it easier to track, assign, and respond to tickets efficiently. It provides visibility into agent performance and response times, helping us improve service quality and accountability. Automations have reduced manual follow-ups and ensured no request is overlooked. Review collected by and hosted on G2.com.

I'd like to be able to alter the time sheet in it's PDF view a little bit more. To be able to add columns that I'd like to see. We also have a lot of different types of time keeping. Different Rates, piece work, prevailing wage, per diem, mileage etc. and it isn't easy/almost impossible to get these on a time sheet in way that we can use. I have to do almost everything through notes. And when I do that, the other rates etc. do not total on their own, I still have to do the math by hand. Customer service was able to add columns for mileage and per diem for us, however they will not show up on the PDF timesheet, only on the screen on my desktop. So we have some employees that this will simply not work for and we have not been able to integrate them into having digital timesheets through Connecteam. Review collected by and hosted on G2.com.

It has been excellent in our scheduling department. It has made scheduling and communication a lot easier and more efficient. It also enables us to see how many hours have been worked on a job in real time rather than waiting for time sheets to be turned in at the end of the payroll cycle. It's also a lot faster to get the info needed for me to do the payroll. I can just download timesheets and get their total hours instantly. (as long as they have worked only regular hours and have had no special cases, rates, or reimbursements) 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.

Initial setup and customization can be complex for new users or smaller teams without technical expertise. The licensing and add-on costs can also rise quickly if advanced features like Einstein AI or Field Service are required. Some UI components (like Classic Console) feel outdated until migrated fully to Lightning. Review collected by and hosted on G2.com.

We're managing customer queries, complaints, and feedback at scale while maintaining high CSAT scores. With automation and macros, we’ve reduced repetitive tasks for agents. SLAs, case assignment rules, and escalation paths help ensure timely resolution and consistent service delivery. Review collected by and hosted on G2.com.

While Jotform offers a generous free tier, the pricing structure can become expensive for small businesses that require more submissions or advanced features. Additionally, the platform occasionally has limitations on design flexibility compared to fully custom-coded forms, and some integrations require higher-tier plans. The learning curve for more complex logic-based forms can be slightly steep for beginners. Review collected by and hosted on G2.com.

Jotform helps us streamline data collection and automate workflows across departments. It eliminates the need for manual paperwork, allowing us to gather information from clients, employees, and prospects efficiently. It has also simplified processes like event registrations, employee onboarding, and compliance form submissions. The integrations with Google Sheets and CRMs save considerable time, making operations more seamless. Review collected by and hosted on G2.com.

As our business evolves we have identified ways the system can streamline our processes further so we have contacted FieldPulse and requested these changes be looked into at the next update.

The only thing we dislike is it is not tailored for a particular industry, so you really need to customize it to suit your individual business needs. Review collected by and hosted on G2.com.

Easy to look up past jobs and photos.

Assists us in scheduling of jobs and workload

Easy navigation

Interfaces with Xero so less double handling 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.

The only issue I've had is the team will occasionally release A/B testing without informing their users - you wont know you're part of the test until you have an issue and they determine it's due to the A/B testing. No ability to opt out of this completely and it definitely caused some issues for our customers. Review collected by and hosted on G2.com.

Prevents us from having to answer the same questions over-and-over. Allows ease of escalating tickets and categorizing the different needs. Extensive reporting capabilities help us track everything appropriately. Review collected by and hosted on G2.com.

The initial time it takes to get the payment account set up is hurtful, and there is not a clear explanation about how it works. We've also found that when using features that are not fully rolled out yet and in a beta state they will change that features coding to update it to their plans without regard for how it will impact those people already using and testing that feature for them. The simplicity of use, also limits your ability to 100% customize and make the system path exactly as you may want it. There are certain limitations with customizability of payments. Because of its simplicity you also have to use it the way that it was intended, as the more you stray from the way they envision people using the system the harder it is to do things, and some are even impossible to do. Review collected by and hosted on G2.com.

They solve the CRM issue, payment taking, scheduling, and client communication. Having all of this in one place and have it be easy to use allows me to run the business with a skeleton staff compared to most. It also allows me to provide better faster service, billing, and communication that doing it without these tools. 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.

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.

I haven't found anything yet. My team and end users rave about it. Review collected by and hosted on G2.com.

Helping organize the ticket submissions that gives my team the information needed on creation to properly support.

For the IT team it allows them to build their own dashboard to view their queues and assigned tickets. Review collected by and hosted on G2.com.

The web interface doesn't always chime when a chat comes in if the tab is not in focus and when you finally do switch to that tab, you get blown up with all the chimes from the chats. I recommended a solution for them to fix. Review collected by and hosted on G2.com.

I really support my customers and am always there for them. This support system makes it super easy. Notifications are instant so I can get in touch with my customer within seconds. Review collected by and hosted on G2.com.

It’s not a dealbreaker, but more native integrations or plugin support would definitely make it even more versatile for niche businesses like ours. Review collected by and hosted on G2.com.

Sobot solved that chaos by giving us a centralized hub where live chat, ticketing, and customer messages all flow into one place. It’s cut down our response time drastically, and our internal team stays much more organized. Clients now get faster answers, and we spend less time digging through different platforms trying to find the right context. 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.