System Engineer at a manufacturing company with 51-200 employees
Real User
2022-10-12T13:58:03Z
Oct 12, 2022
It would be better if it were more user-friendly. The reporting part in the version we have is a little complicated. It takes too long to build and report. It would also be better if there were another way to manage notifications.
Director at a tech services company with 1-10 employees
Real User
2020-09-16T08:18:40Z
Sep 16, 2020
It is pretty clunky and not very intuitive. Even though I have used it for many years, I don't think it is a very good ITSM platform in general. In the telecom space, a lot of telco providers use this solution, but from my perspective, it is not very user friendly. It is a bit more laborious. There are still too many human touchpoints. There can be a little bit more automation. It would also be good to integrate it with other tools. Integration is quite difficult, especially in the telco space.
To improve the product for our usage, the pricing, maybe could be a bit lower. It would also be better if it covered some additional iTel versions for processes. Currently, it's got about six or seven. I'd certainly like to see more iTel processes.
IT Engineer at a financial services firm with 1,001-5,000 employees
Real User
2019-09-29T07:27:00Z
Sep 29, 2019
The problem is that there are several products, such as Smart IT for mobile users, that do different things. All of the products should be consolidated into a single application. I would like to see full HTML file support in the next release of this solution. The mobile version of this product does not support asset management.
Sr. Systems Analyst at Vancouver Fraser Port Authority
Real User
2019-02-20T11:20:00Z
Feb 20, 2019
We need more customizable reporting functionality. We could also use more collaboration of service desk tickets. This will allow for two departments to share the same information, track the progress of the total task scope no matter how complex the request is. The system should allow for more flexibility, the option to view the settings and get rid of the settings I am not using. The solution needs to be easily configured. The user needs the option of enabling customizations within the navigation fields.
* Include a more integrated CMDB and the ability to personalize/customize the Service Catalog's look and feel. * V11.6 has very large boxes as groups to click in order to drill down further. * It would be nice if they added the ability to go directly to a form via a deep link URL.
What is a help desk used for? A help desk is a tool that helps businesses organize client interactions so that they can reply and serve consumers more quickly and effectively. Help desks include tools that provide context and insight into customer experiences. They also have tools that allow you to benchmark your support team's performance, ensuring that they are truly efficient in supporting and assisting consumers.
When asked to weigh in on the essential features of help desk software,...
It would be better if it were more user-friendly. The reporting part in the version we have is a little complicated. It takes too long to build and report. It would also be better if there were another way to manage notifications.
It is pretty clunky and not very intuitive. Even though I have used it for many years, I don't think it is a very good ITSM platform in general. In the telecom space, a lot of telco providers use this solution, but from my perspective, it is not very user friendly. It is a bit more laborious. There are still too many human touchpoints. There can be a little bit more automation. It would also be good to integrate it with other tools. Integration is quite difficult, especially in the telco space.
To improve the product for our usage, the pricing, maybe could be a bit lower. It would also be better if it covered some additional iTel versions for processes. Currently, it's got about six or seven. I'd certainly like to see more iTel processes.
The problem is that there are several products, such as Smart IT for mobile users, that do different things. All of the products should be consolidated into a single application. I would like to see full HTML file support in the next release of this solution. The mobile version of this product does not support asset management.
The workflow should be made to be more user-friendly. It should also have more granular scalability.
We need more customizable reporting functionality. We could also use more collaboration of service desk tickets. This will allow for two departments to share the same information, track the progress of the total task scope no matter how complex the request is. The system should allow for more flexibility, the option to view the settings and get rid of the settings I am not using. The solution needs to be easily configured. The user needs the option of enabling customizations within the navigation fields.
* Include a more integrated CMDB and the ability to personalize/customize the Service Catalog's look and feel. * V11.6 has very large boxes as groups to click in order to drill down further. * It would be nice if they added the ability to go directly to a form via a deep link URL.