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What Is ServiceWise?

TechExcel ServiceWise is a configurable and scalable software suite for help desk management and IT service management.

ServiceWise helps automate and streamline IT help desk activities with configurable workflows, process approvals, email integration, IT project management, and integrated knowledge management.

Increase productivity with LiveSync. Voice and annotations can be recorded against any content, whether submitting an issue or providing a resolution.

Who Uses ServiceWise?

Designed for businesses of all sizes, it is a cloud-based solution that assists users with reporting, task management, customizable workflows, ticket routing, self-service portal, and more.

ServiceWise Software - Multi-channel ticketing
ServiceWise Software - LiveSync recordings for better support
ServiceWise Software - Self-service Portal
ServiceWise Software - Build your own workflows

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Reviews of ServiceWise

Average score

Overall
4.6
Ease of Use
4.9
Customer Service
5.0
Features
4.5
Value for Money
4.9

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001

Find reviews by score

5
63%
4
38%
David
LAN/WAN Specialist in US
Information Technology & Services, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

A great Helpdesk Product for any size company

5.0 2 years ago

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.

Andrea
Senior Support Specialist in US
Nonprofit Organization Management, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

ServiceWise is my life

5.0 7 years ago

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 Response

7 years ago

We're glad to see how much you enjoy ServiceWise and how it's enabled you to do your job quickly and effectively. We are about to release our mobile app with our new 10.1 version. I'll make sure you get an invite to the webinar for the new release. Regarding the updates, we do offer monthly patch updates but you don't have to apply the update unless you'd like to. Thanks again! Brian

Sanjit
Supervisor - Support Services - IT Help Desk in Canada
Information Technology & Services, 5,001–10,000 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Techexcel Review

4.0 2 years ago

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.

Nathan
Project Coordinator in US
Used the Software for: 2+ years
Reviewer Source

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

4.0 6 years ago

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.

Arjun
Education Admin in India
Education Management, 11–50 Employees
Used the Software for: 1-5 months
Reviewer Source

Good service and support from Servicewise

5.0 2 years ago

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.