ALVAO Service Desk Reviews

Pros

Alvao helps us handle our day to day ticket management really well. I find its interface to be quite intuitive... users can get used to the system very quickly and the workflow automation is a big advantage too.

Cons

At times it can be a little slow although most of the time the response is still fast overall.

Pros

Right away, the program's visual design felt polished and well thought out. Everything looked organized and pleasant on the eyes and the layout made it simple to navigate while also being visually appealing.

Cons

I'd still like to see broader customization options mainly for the color scheme.

Pros

I feel its a comprehensive IT platform that brings together the full range of IT support functions in one place, including service desk, asset management and reporting and plenty of other capabilities.

Cons

The Outlook add-in never really clicked for me. It also falls short as a wiki or documentation tool since it only covers that area to a limited extent and doesn't offer features for building structured knowledge bases or detailed internal guides.

Pros

The server works as a central point of contact across our organization and being able to build custom workflows and tailor the system to our needs makes it useful for a broad range of agendas. I use it with HR, facilities, logistics, etc..

Cons

What's still lacking is a main dashboard with simple statistics at a glance. The GUI could also be made simpler and more user-friendly.

Pros

Getting this up and running was easy and the integration with MS Entra ID worked really well too. i feel provisioning is fast on it and rolling out new service catalogs is also quicker now

Cons

The reporting still has some room for improvement.

Pros

As a newcomer, this tool feels quite friendly because everything is laid out in a clear organized way.

Cons

Building custom forms can be a bit tricky at times and you usually need to rely on the documentation.

Pros

Before using ALVAO, a lot of our work was handled manually through paper forms and email chains. This helped us automate most of those processes and saved us a significant amount of time and effort. One thing I really like is how simple it is to customize forms and workflows... we can adapt them to different scenarios and collect exactly the information needed to resolve tickets. The support team has also been extremely friendly and very helpful whenever we needed them.

Cons

As of yett, there really isn't anything I dislike about the service desk.

Pros

Handling even fairly complex processes with the service desk has been quick and straightforward and the integration options are solid enough to cover what we need. The implementation also moved along fast and the team was really supportive during the initial setup as well as with ongoing technical assistance.

Cons

Because we operate in a highly regulated industry, we're not able to take advantage of the system's full capabilities.

Pros

For us, this has become the central contact point for all of our employees. It's a very flexible tool and we've been able to expand its use beyond IT into HR and other areas as well so it delivers real value across the entire organization. We also connected the team with our network discovery systems which lets us handle all security events conveniently in one place.

Cons

Sometimes configuring custom fields in tickets is a little complicated.

Pros

The product was readily available to us and getting started within the Microsoft environment was fast and easy.

Cons

I haven't come across anything that feels lacking for what our team needs.

Pros

After switching to this tool, it's been a really solid service desk solution for us. The interface is very intuitive and simple to use that helped our whole organization adopt it quickly. We now have a ticketing system that actually works the way it should.

Cons

The update cycle seems fine for now so no real issues there right now. The only downside was that the update frequency used to be lower which was a bit of a pity.

Pros

A big advantage has been the standardization of our IT processes. We can search through and document everything across all tickets and it even works well for analyzing tickets that have already been resolved. It gives us much better transparency and a clearer overall view of what's going on.

Cons

We still aren't able to take full advantage of everything the system can do but that's mostly due to limitations on our side rather than the software itself.

Pros

It gave us much better transparency across our processes. The workflow customization is also quite simple to set up and we can cover any agenda we need.

Cons

The connection to our on-premise Exchange does occasionally drop for a period of time.

Pros

It feels like a modern Microsoft web app with a clean overview, useful filters and ticket scenarios that make the system pleasant to work with.

Cons

A native option to print tickets directly to PDF would be a valuable addition.

Pros

I like the environment, its is really user-friendly and comes packed with useful features.

Cons

Nothing specific comes to mind although the number of functions might feel a bit overwhelming for someone just starting out.

Pros

Their support is really helpful.

Cons

From what I've seen so far, there's nothing I can point to as a downside.