Our IT department utilizes OTRS as a platform to organizing incoming support tickets and managing the needs of over 60 properties. The user friendly layout makes it very efficient.

The best open source best practice's software, using: help desk, ITSM, FAQ, and Process Management.

You can organize tickets in categories and assign them to users automatically. Lots of configuration options.

OTRS is a great Open Source ticketing tool. I am really glad it's designed that way, I do not have to pay extra for options that I do not want. The Service Desk team is able to track each ticket and provide appropriate solutions which are documented in each ticket

This product is really outstanding, we conducted a review of multiple service management tools and this came out on top. This gives us much more than call logging, there is the ability to set up full SLA criteria based on details logged by the users. When customers log calls depending on the information they provide means that the case they log can be sent to a specific queue for a specific team. Ability to see full detail about customer logging call: asset information, contact information and previous calls. There is a self help option to the product too which can assist with users basic enquiries.

I find OTRS to be deficient in many areas, but most especially in its administrative back end. Its installation and configuration is incredibly arcane; Its LDAP integration is a nightmare; and the documentation is more often then not vague, inaccurate, or flat out incorrect. It's upgradability is virtually null. A support contact with OTRS will buy you nothing more than a tech telling you (via email) that you have to pay almost that same amount (per incident) for an onsite technician to decipher code. The only area that OTRS seems to have an advantage is it's ability handle HTML email within the ticket and a good attachment handler. However, unless you have a dynamite MySQL DBA, a PERL programmer with years of experience, and an MIT educated Linux administrator on staff, stay away from OTRS! Don't be seduced by the fantasy of Pay for Support Open Source! Also, don't be strong-armed into considering purchasing their Cloud Based solutions. There are cheaper and better services out there.

Process of Trouble Ticketing is very deeply developed and the Ticket can be routed between many Groups/Roles and Queues. Every mail can be parsed and generate a new Ticket.

can be configured as required and the escalation and tracking is easier

Overall, I had a really great experience with this program and would definitely recommend this program.

user friendly and easy to use. enables escalation , owner updating and making notes to follow up.

Wrike is easy enough to use and tracks projects well.

Whenever I have a collaboration I choose to work with Wrike as collaborations are easy on it. Tracking project progress is amazing with tracking features.

I started using Wrike by working with a World Leader Marketing Manager as a creative vendor. It took me by surprise the capabilties of edition and communication. It covers mails, voice mails, SMS, chatbox all in one place with a unique and strong tools for editing video and images to add notes and comments inside assets inside the Dashboard. The UI is very modern and helful, so I highly recommend the tool for any Marketing, Advertising, Social Media, Video Production and Gaming professional

Great tool overall - I am sure I am only using a small percentage of what it can do! Love the ability to @ other team members to bring their attention to updates!

J'apprécie de façons globale, surtout que Wrike intègre pratiquement toutes les fonctionnalités pour le bon suivi d'un projet

Overall it is very efficient because it provides real time tracking of the projects and any team member can check the status anytime

Très bon

Wrike bietet eine umfassende Projektmanagement-Lösung, die es Nutzern ermöglicht, Aufgaben effizient zu planen, zu verfolgen und teamübergreifend zu kollaborieren. Durch die Integration von Tools und anpassbaren Dashboards können wir einfach Projekte in Echtzeit überwachen.

It felt so easy to use and to maintain the transparency of tasks while we were developing an application. Customizing workflow was also a plus for me.

Wrike è un software di gestione dei progetti e della collaborazione che offre una vasta gamma di funzionalità per aiutare le aziende a pianificare, eseguire e monitorare i progetti. È una soluzione potente e versatile che può essere utilizzata da aziende di tutte le dimensioni, dai team di piccole imprese ai team di grandi imprese. Da quando l'abbiamo introdotto in azienda, c'è maggiore consapevolezza e informazioni in merito all'attività di project management e in merito allo stato avanzamento lavori dei progetti

We are a Microsoft Teams shop so having the ability to manage employee requests on Teams totally makes sense. Resolve was simple to install and configure for our needs. It takes care of basic employee queries and requests that earlier were hard to track and keep people updated on. Love the interface.

Rezolve.ai has been a great addition to our technology solutions. It has helped our employees get help within seconds without frustration. Their integration with MS Teams is pretty neat.

Rezolve's chatbot driven employee support is very versatile - and understand our IT issues. Employees do not have to see or know about a ticketing system anymore - they just have to chat with the bot. Live chat feature is very helpful as well to get live agents involved in solving complex issues.

Service has been excellent. The team at Rezolve understand the value in creating a true vendor/client partnership. We felt our suggestions were heard and feedback was encouraged to continuously improve the product.

The bot is very handy in reducing the workload to our support teams - I mentioned it's like a force multiplier and it really is because the call volume and help desk tickets has been greatly reduced allowing our support teams to actually work on more important problems and track trending issues.

They have been a great company to work, extremely responsive to our request and continue to improve the system.

This became very ease-of-use to our support team which helps me a lot to reduce the workload of our team and distribute it properly.

Rezolve.ai îs customer centric. Our service processes needed work and the Rezolve.ai team were there for us. Their people seek feedback, wanting to improve the product and make us successful. We have watched new features come out often. The product is delivering its promise.

[SENSITIVE CONTENT HIDDEN] engineering team has helped us get our chatbot up and running on a website. We generate quite a few leads every day and the conversion is very high of these leads.

This helpdesk allows us to easily manage issues and our inventory in a single web based application that we can access anywhere.

Simple interface that is clean and easy to navigate. Good pricing.

ability to capture all service work and track to a billing stage

Cost effective online-based ticketing system with ease of setup.

Having a proper way for our employees to submit trouble tickets to our I.T. team that are trackable and also have a running log for individual employees to look back on to see what issues they have had in the past.

Truly enables our team to work effectively and manage the work items from start to end no matter what is involved or how complicated the work items can sometimes be. We are able to reduce our metrics across the board due to the options available and the way the system works.

Being able to consolidate all of the forms, inventory, and software tracking that had become tedious in our old system.

Freshservice is a great service especially for the price. We have used the software for a little over a year and my entire organization has been very happy with it. The few times that I have contacted tech support with a question; they have been fast and friendly with a response.

Very happy

We transitioned from a simple ticket entry system to full ITIL capabilities in a matter of a few weeks with very high user engagement. Giving users the capability to generate incidents via email has dramatically increased uptake. The CMDB continues to evolve and provides us with better views for application dependencies. The reports dashboard provide a useful tool to present metrics at management meetings.

I love the fact that you can keep track of things just over the network without having to physically go to every device. deployments are also a plus for software installs

This was very useful as it allows you to detect all computers on the network, useful for any sized businesses

Well, I have to say, I have tested almost every asset tracking software there is out there and stopped using them right away. But recently I have discovered lansweeper because of a newly hired colleague. The setup is really easy and we were able to get started right away. The more I'm getting into the configuration the more everything gets done the way I want. My personal efficiency has increased exponentially! One great advantage for me is my SQL knowledge, so the report builder comes quite naturally. Currently we're integrating the deployment feature in our corporation, but I'll need to get into that a little deeper very soon as it seems a little complicated from time to time. The price we're paying for it is a reasonable one. In my opinion, doesn't cost anything to try it, it's really worth your time.

I've been using Lansweeper for a year now, kind of inherited it from the previous admin. As everything was already set up, it took me a while to figure everything out. There are a boatload of features available and the amount of information that's scanned is astonishing. You have a lot of possibilities but you do need to be a bit creative at times. For example: I wanted the TeamViewer ClientID for each machine, found out the registry location, set it up to be scanned, rescanned the network and pulled a report on user/machine/clientid. All the functionalities are there and they are really flexible but do require some research from time to time. The same goes for deployment and reporting. The tools are there and quite a lot of default content is available but if you really want to take full advantage of the tool's power, get creative and do some research. In the end, it cut down the time I spent on menial tasks and monitoring. Once you set it up, you won't want to go without it anymore.

Quick and accurate. Love it! Tracks last logins on network. Keeps track of hardware and software. A Must Have for any IT department. Numerous customization options. PLUS it offers a 20 day FREE TRIAL without credit card.

Client less asset inventory. We use multiple scan servers for redundancy and load balancing. Great reporting.

The software has been easy to use and I love the incorporation of relationship to items. Monitors and peripherals connected to PCs.

To give you guys a bit of background information: I am a system administrator of a company located in Belgium, but we have sites located all over the world (Australia, United States, United Kingdom, ..). If you are looking for a network inventory software that is very customizable to your needs I would say use Lansweeper. I am working in an environment that exists almost exclusively exists of Windows computers and servers and it scans everything I need. Personally I am a big fan of the software scanning and the software license information. Lansweeper saved us dozens of hours of license and asset detail collection so far. Recently they came out with their latest version 5.2 and the deployment feature is still a bit of riddle to me. Although with their features included already I'm starting to get the hang of it! The updates are free (and frequent) and it is very easy money for us if we see what it does to the productivity. Definitely should try this one, all I had to do was download a trial and ask for the possibility to test everything!

Millions of reports Full inventory of network Scans all types of devices Error reporting Full audit of all aspects of device

My overall experience with this product has been positive. I have appreciated the fact my company uses this particular software because I believe it allows me to search through the tickets I have submitted to find relevant answers and address any concerns.

In my daily work i often turn to vScope to quickly get information I need instead of maybe using built-in administration software in our infrastructure enviroment. The easy-of-use and modernt UI makes it a perfect tool for me.

This is by far the easiest report tool i've used. It collects data from all over my infrastructure and merges it into readable, aggregated reports. If the report I need isn't already there, the data sure is, and easy to adapt to my preferences.

I love statistic and data, and like AI, the more data we have, the better we can be to predict a problem or solve a problem in lesser time, or to be proactive - data is the fuel and thanks to vScope that make data graphical and understandable to anyone Before vScope i used powershell, exported it into excel, made tabs and moved the specific data, made my own graphs and god knows i´ve spent many many hours of doing this sisofys-work, and now i can get alla data i want within a second - it feels like i have a wand.

To have alll the information about your system at hand, and be able to build your own dashboard with your desired information is really inspiring. Once you try vScope, you know things that you earlier didnt know you wanted to know!

No negatives at all so far from the technical standpoint, the different ways you can use the software might be hard to grasp, but the ease of use is very nice.

Overall a great experience out of the box. Really happy with the introduction and demo from the vendor who also keeps in touch after a PoC to help out in specific scenarios. Easy to understand and highly customizable for your particular needs.

Both pretty easy to use and very, very powerful at the same time! Areas of usage of what to do with the data are many and its flexibility allows you to find a best practise for your needs.

Connector setup to different sourcesBuilt in tables and dashboardSearch capabilityCustomer Support every step of the way when we had any issue

I contacted support and get response within half day, then they investigated our issue and started to fix this issue by a update ASAP.I get feedback when IT was ready for test again, then some more things needed to be adjusted and they did within 24 hours. super great service and support from tech personal [sensitive content hidden] and the team.

Overall, we are happy with Vscope and the support has been responsive.

Makes our organisation more efficient and the wider business found it really easy to adapt to with relatively little training.

Very specific pointed towards the IT world, such as for a printer defect. But not the ideal solution for a more general type of ITSM application.

Works well at an efficient price point. I like the overall package I get with Topdesk, including their customer support group. They are great at working out any issue.

TOPdesk was to consolidate several systems we used across the group into one single source for all our IT Support needs. It has done this very well. The ability to have a self service portal and knowledge bases are great features we are building on a lot. The imeplementation was very good, straightforward, simple and no post implementation issues.

The UI of Topdesk is one of the best & modern UIs that I have seen, the ability to have tabs within a single Topdesk page helps operators to have multiple calls open simultaneously. The API provides an easy way for bulk updates to items in TopDesk to be applied.

The ability to manage two separate departments under one helpdesk system. TopDesk has allowed us to easily create a two department structure for managing work load and has also helped in the developed of Trust wide projects.

Very positive with great flexibility and incredible support.

Flexibility to deliver virtually all we need by way of ITSM. Configurable, but stable SaaS. Fab self-service environment.

The consultancy period thus far has been superb.

Excellent

Fairly good

Overall for solution

JumpCloud suited our needs as it solved our lack of IT team time. Constant improvements and new features, nicely designed, nice interface, clear, easy to use. Integration was seamless. Eases our central administration problems and increases efficiency. Aggregation of user directories neatly into one place, great.

User Management is quite easy, no issues so far.

It has all the functionality to implement SOC2. I can remotely control everyone’s endpoint.

I am able to centralize my authentication needs between many different systems which helps me stay secure.

We frequently use jumpcloud client application for end devices and LDAP and SSO for managing authentication and identity for employees. Managing user is now easy, just go and delete a user to revoke access to all resources in one click.

It's good. Very intuitive, great support when issues arise.

Friendly interface easy to use. Configurations are very straightforward.

Single Sign On, cloud directory and can integrate with every software.

The out of the box is simple. It's process flows are very much well defined. The configuration are an easy setup

This is one of the best software for the manage of IT, we are using it for two years and they are growing better.

InvGate is a SaaS than can be used for Customer Support teams in business of any size, boosting the satisfaction level of the customers and accompanying the growing of your business.

We have been using INVGATE Solutions for the last year, and we are really happy with the results, not only for our company, but also for our clients. It´s simple, it´s flexible, it´s the new way to help people in every organization. It´s how a Software Solution should be.

Service Desk helps us to manage all our IT service processes tracking issues and incidents of 1000 users with 25 technicians, supervisors including. What I like of Service Desk is that you can completely and easily customize your IT support process with custom forms, fields and workflows and create reports for your own.

What is the most used part of reports of incident resolution time.

Good customer service and support to date and easy to work with.

I love this product beacuse very good when it comes to understanding and I also love the thing that I can design the ticket in very simple and easy way.

La facilidad de uso, de configuracion y estabilidad.

Invgate is based on solials networks. Is has a user friendly interface. A vendor is very aware to de customer needs

I thought it was a great product that was easy to use and setup. However our purse strings are just a little too tight.

I am still testing

begins at $395 for a 2-technician license and 250 nodes in the Professional edition. Menu bar provides easy access to important features.

Good method for tracking help desks requests. Good user access for web portal and email options. Great

Helpdesk plus is simply and amazing software with so many functionality and features no one can beat helpdesk

Full integrated Help Desk solution with remote support capabilities and assets inventory "Require additional license"

Please visit the link for ManageEngine ServiceDesk Plus review. http://itsolutionsbyme.blogspot.in/2014/11/manage-engine-service-desk-issues.html Regards, IIS

What is ITSM. I wish that professionals would stop using initials/abbreviations like this. If you wish to use initials, please bracket the full title after the first time of use. I always practice this!

To buy, I recommend the service only if you do not need to configure the system for yourself, in other cases - it's better to look at the nearest competitors.