ServiceWise

A great Helpdesk Product for any size company

Comments: Their service has been top tier and very helpful. I have had no issues with their support and the product itself is very solid and stable. Really, no down time since it's been up other than planned updates.

Pros:

The software is easy to use and has a lot of functionality and customization. We can create our own workflows and routing tables. One can make it as simple or complex as the your individual situation requires.

Cons:

It does take a while and probably some help to get it up and running. It can be complex on the setup and there are parts of it we just don't need/use.

Alternatives Considered: Mojo Helpdesk and Zendesk Suite

Reasons for Choosing ServiceWise: The in house product just didn't meet our needs anymore and the creator had moved on so we didn't have any real support for it.

Reasons for Switching to ServiceWise: Price was one of the biggest reasons. Functionality also.

ServiceWise is my life

Comments: I could not keep track of the support at our school plus the assets deployed all over the 2 campuses without ServiceWise and AssetWise. Import and export tools are easy. When support is needed, it happens! The ability to customize as we go and the possibility of adding new fields, templates, etc is a plus. We do have a very unique environment and customization is a MUST for us.

Pros:

easy tool, support availability

Cons:

some versions have too much updates until you get to the next version missing the mobile version

Techexcel Review

Comments: Overall i have had a great time with this service and will continue to use it for years to come.

Pros:

Easy to navigate through the menu and understand how to use the incident management tool.

Cons:

a little clunky at times, and issues with the mail retrieval service.

Alternatives Considered: Jira

Reasons for Switching to ServiceWise: the price and the support we got was just great!!

I would receive 'tickets' through the system and then assign these to individuals to complete.

Pros:

Easy to input requests. New users can quickly learn how to submit various requests. Also, attaching small files was easy. It can also handle thousands of requests and keeps great records. 10 year old 'tickets' were available in complete detail. Also allows everyone involved in ticket to conversations.

Cons:

There is no user input validation so someone can submit blank/incomplete requests. It was also difficult to assign work to more than 1 person at a time, so if two departments had to do the work, only 1 was assigned so that can create frustration.

Good service and support from Servicewise

Comments: Overall experience is really good with servicewise and I am really looking forward for a longer relationship

Pros:

Good support from the team and easy implementation with easier data migration. I appreciate their efforts to help me get on board.

Cons:

I found it a little pricey as compared to other competitors but their support is more than good to justify their prices.