Hornbill Systems Supportworks Competitors and Alternatives

Read reviews of Hornbill Systems Supportworks competitors and alternatives
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Real User
Pre-Sales/System Architect at a tech services company with 1,001-5,000 employees
Nov 06 2017

What is most valuable?

The most important part is the user experience. CA Service Desk Manager provides a great and helpful experience. It's a tool with constant updates and always thinking about and looking out for the user. It's a powerful tool that is able to do... more»

How has it helped my organization?

I've been implementing the solution for more than a decade, in different companies of different sizes and in different industries. It's adaptability is incredible; you can codify and change almost everything. Therefore, the solution is... more»

What needs improvement?

The solution could include in your own license other products to help your own customers embrace more disciplines to their needs. With a small licensing of these products, it's possible to present all the power of the power of suite.
Servicenow
ServiceNow
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Real User
Business Intelligence Analyst & Developer at a engineering company with 1,001-5,000 employees
Nov 21 2016

What is most valuable?

ServiceNow gives you the opportunity to customize your portal according to your needs using the most recent frameworks such as bootstrap, AngularJS, jQuery, etc., or to simply code HTML tags or JavaScript. It contains some internal... more»

How has it helped my organization?

* Optimisation of service delivery across the supply chain. * Better reliability and quality of service. * Improved customer satisfaction and relationships. * Our IT homepage improved how we order products internally, making it smooth.

What needs improvement?

The Project Management with Resource Management feature is an area with room for improvement. The timecard are not being considered when a resource is working on two projects and contains vacations or out of office days. The reports should be... more»
Bomgar
Bomgar Corporation
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Real User
ITSM Administrator at a real estate/law firm with 1,001-5,000 employees
Mar 14 2017

What do you think of Bomgar Remote Support?

Valuable Features: We love the security, the flexibility and our end users especially enjoy the security and knowledge that when we are finished with their computer they can validate that the software was removed from their system. We like that we can customize the solution and we enjoy the screen sharing even on mobile phones. • Improvements to My Organization: Increased our FCR rates and the efficiency of the support desk • Room for Improvement: Linux support leaves quite a bit to be desired. Ubuntu systems have issues with connectivity. • Use of Solution: Longer than I have been with the company, so at least 10 years. • Deployment Issues: None at a;; • Previous Solutions: We did, but nothing came close to Bomgar
Unnamed
Freshworks
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Real User
Business Development Executive at Overcart
Aug 24 2017

What do you think of Freshdesk?

Valuable Features The most valuable features for us are the email and social media ticketing functions. Both emails and social media conversations can automatically be turned into tickets. • Improvements to My Organization We're able to respond to customer inquiries much faster and with better information. • Room for Improvement It's a heavy app with lots of APIs, third-party integrations, etc. They should make it lighter. • Use of Solution I have been using it for 10 months. • Deployment Issues No issues with deployment as of now. • Stability Issues No issues with stability as of now. • Scalability Issues No issues with scalability as of now. • Customer Service and Technical Support Customer Service: 8/10 Technical Support: 8/10 • Previous...
Zendesk logo
Zendesk
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Real User
Customer Support/Retail Division at a Consumer Goods with 501-1,000 employees
Feb 28 2017

What is most valuable?

In Views there are lists of all unsolved tickets, recently updated tickets, pending tickets, etc. It makes it very easy for me to keep track of all the tickets.

How has it helped my organization?

I am already a very organized person but the product really does everything for you. The way it’s set up makes it very easy for agents, end-users, and administrators to use.

What needs improvement?

It would be good to be able to edit. Unfortunately, Zendesk believes that the integrity of a ticket and its comments are important. That when either party reads comments on tickets, they should be able to trust the content is unaltered form... more»
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Real User
Network Manager / Senior Network Engineer at Warnock, Tanner & Associates
Oct 05 2016

What is most valuable?

I'm currently using ServiceDesk Plus for lifeCycle management and inventory relationships with the CMDB.

How has it helped my organization?

I use ServiceDesk Plus in a Fortune 1000 company to show physical topologies of software to hardware relationships. With so many applications living on so many servers and with databases housing data for multiple applications, it is difficult... more»

What needs improvement?

The search feature is hidden and limited to specific categories of assets. When searching for an asset, you need to know the category in which it exits. If it was not scanned properly and it was not categorized correctly, you will need to... more»

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