We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
"Its flexibility and ease of customization are its most valuable features."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"It can adapt to any process in the organization."
"Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"Their end-user interface and technical support features could be improved."
"The solution does not interface well with other products and is difficult to implement."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
"I would say that identify your requirements and pay for the support to implement and test those requirements, and then hope that you did a good job because the cost of their service is fairly expensive."
Earn 20 points
Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.
Micro Focus Service Manager is ranked 24th in Help Desk Software with 4 reviews while Serviceaide Intelligent Service Management is ranked 30th in Help Desk Software with 1 review. Micro Focus Service Manager is rated 6.2, while Serviceaide Intelligent Service Management is rated 6.0. The top reviewer of Micro Focus Service Manager writes "A better GUI in place but still not user friendly and quite complex to implement". On the other hand, the top reviewer of Serviceaide Intelligent Service Management writes "A fairly stable solution that’s highly mature, but has a poor user interface". Micro Focus Service Manager is most compared with ServiceNow, BMC Helix ITSM, ManageEngine ServiceDesk Plus, JIRA Service Management and IBM Maximo, whereas Serviceaide Intelligent Service Management is most compared with ServiceNow, Clarity SM and Zoho Desk.
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