Information Technology and Services, 500+ employees
More than a year
“Manage your work with ServiceWise”
Pros
It has significantly helped me manage the tasks of agents faster and more dynamically.
Cons
In the time I've been using it, I haven't encountered any faults.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Information Technology and Services, 500+ employees
More than a year
“It's easy to use”
Pros
I liked it because it is an intuitive application, easy to implement, and offers a wide variety of tools.
Cons
So far, I have not experienced any faults with it.
Rating Distribution
Ease of use
9
Value for money
10
Customer Support
10
Functionality
9
Education Management, 11-50 employees
Less than 6 months
“Good service and support from Servicewise”
Pros
My overall experience with ServiceWise has been really good, and I am looking forward to a longer relationship.
Cons
I found it a little pricey compared to other competitors, but their support is more than good enough to justify the prices.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Information Technology and Services, 500+ employees
More than a year
“A great Helpdesk Product for any size company”
Pros
I find the software easy to use and rich in functionality and customization options. I can create my own workflows and routing tables, making it as simple or complex as my individual situation requires.
Cons
It did take me a while and probably some help to get it up and running. The setup can be complex, and there are parts of it I just don't need or use.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Information Technology and Services, 500+ employees
More than a year
“Techexcel Review”
Pros
It is easy to navigate the menu and understand how to use the incident management tool.
Cons
It can be a little clunky at times, and I've had issues with the mail retrieval service.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
7
Functionality
10
Not Specified, N/A employees
More than a year
“I would receive 'tickets' through the system and then assign these to individuals to complete.”
Pros
Inputting requests is simple for me. New users can quickly learn how to submit various requests, and attaching small files is very easy. It handles thousands of requests efficiently and keeps excellent records, with 10-year-old tickets available in full detail. Everyone involved in a ticket can join the conversations.
Cons
There is no user input validation, so I can submit blank or incomplete requests. It was also difficult for me to assign work to more than one person at a time, so if two departments had to do the work, only one was assigned, which can create frustration.
Rating Distribution
Ease of use
10
Value for money
8
Customer Support
7
Functionality
10
Non-Profit Organization Management, 101-500 employees
More than a year
“ServiceWise is my life”
Pros
It's an easy tool to handle, and support is readily available.
Cons
Some versions have too many updates until I get to the next version, and I miss the mobile version.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Not Specified, N/A employees
Free Trial
“This is a very flexible product that allows you to do whatever you want to do”
Pros
This product is incredibly flexible, allowing me to do whatever I need. I can design workflows, send notifications in specific ways, integrate documents or attachments, and use special reports. I definitely recommend ServiceWise for its flexibility and powerful functionality.
Cons
Their service has been top-tier and very helpful. I haven't had any issues with their support, and the product itself is very solid and stable. Really, there has been no downtime since it's been up, other than planned updates.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10