It Incident Management Software

I wish there were more reports, and that you could pull data from a PC with a script, and dump it into a report. Other than that, the platform is solid.

Edit: While there is not a baked in system, I have started using a custom field to grab the data that I want, then use device search to export a CSV report with said data. I would still like something more purpose-built. Review collected by and hosted on G2.com.

We were struggling to monitor the uptime of networking equipment. Ninjas NMS keep track of this for us, and reports us when uptime is an issue.

We were having trouble keeping PCs and Servers up to date on their Operating Systems. Ninja now takes care of patching and has never failed us.

update 5/15/2024

We used to run scripts for security remediations manually for WORKGROUP systems and with GPO in domains. We found these to be time-consuming and clunky, respectively. Ninja allows us to orchestra scripts across the system in seconds. The same issue was had with software installation, but that is now shifted to ninja.

We used to rely on user-reported issues to keep PCs running smoothly. With Ninja, issues are detected and automatically remediated. Issues that cannot be remediated automatically are ticketed to us, and we can work on it as needed. Additionally, computer optimization is now automated, and devices rarely see slowness due to uptime, corrupted system files, or bloated temp folders.

Update 2/13/2025

Patching system imporvments not only continue to solve our problem of patching, but have improved our ability to track and monitor patchign life cycels, solving the issue of "not knowing" where problem devices are. Review collected by and hosted on G2.com.

FreshService has some rough edges that I wish were polished out some. The analytics/reporting is a bit clunky. Review collected by and hosted on G2.com.

We use Freshservice across our global operations, both as an IT service management (ITSM) and IT asset management (ITAM) tool, and as a ticketing system for multiple business departments. For IT, it helps us keep track of incidents, service requests, and assets in one place, making it easier to stay organized and respond quickly. The asset management side is a huge help for tracking hardware, software, and licenses across different locations, especially when it comes to audits and renewals. Other teams like HR, Facilities, and Finance also use Freshservice for handling internal requests. Having everything in one system makes it easier for employees to get the help they need without bouncing between different tools. Plus, the reporting features give us a clear view of service performance across teams. Overall, Freshservice helps keep things running smoothly, improves response times, and makes life easier for both our IT team and other departments. Review collected by and hosted on G2.com.

While Atera offers a robust set of features, the reporting tools could be more customizable to meet specific business needs. Additionally, while customer support is responsive and helpful, implementing new feature requests or updates can take longer than anticipated. Lastly, the platform would benefit from more granular controls in workflow customization to cater to complex environments. Review collected by and hosted on G2.com.

Atera helps us manage and monitor our clients' IT environments seamlessly, addressing issues before they become critical. The RMM capabilities ensure real-time device monitoring and proactive alerts, significantly reducing downtime. The automation of ticketing and troubleshooting has saved us countless hours, improving both response times and client satisfaction. Additionally, Atera's flat-rate pricing allows us to scale our services without worrying about unpredictable costs, making it an invaluable tool for our growing business.

The integration of PSA features has streamlined our billing and reporting processes, ensuring transparency and efficiency when managing client accounts. Overall, Atera has improved our operational workflows, enhanced customer relationships, and allowed us to focus on delivering top-tier IT services. Review collected by and hosted on G2.com.

some tooltips need to share regularly to ServiceNow user acording to his role. what happen in current senairio Servicenow having somuch features but as we are busy in day to day task not exploring more. using this flash tooltips we can lern small things regularly and it's impect to effective utilysation of servicenow. Review collected by and hosted on G2.com.

it's give transprancy between user and techsupport, what every users facing issue the raise concern using ServiceNow and as techsupport team we will get alert as we already configured and we can write our troubleshooting steps in worknote tab which is visible to user with if we have configured alerts then user received email on our worknotes. so that user also happy to see we are working on his issue towards resolutions. Review collected by and hosted on G2.com.

It gives us a challenge when we want to use another operating system since it is only found on windows,it makes our work hard. Review collected by and hosted on G2.com.

Through Helpdesk 365 we are able to customize our tickets to how we would like them to be seen ,it is a great way to market our brand .

All the information you may need for your customers and what they have ever purchased from you is provided,with this information you are able to know what they might like.

Our employees have an easy time because tickets are shared efficiently Review collected by and hosted on G2.com.

Support team should respond quickly, although their technical expertise is exceptional. Review collected by and hosted on G2.com.

Autotask provide us a solution for ticket management and seamless integration with essential tools, enhancing our workflow and efficiency.

Autotask integrated with Datto RMM, IT Glue, and Backup Radar. This setup allows us to createad a automatic ticket via APIs when issues occur.

We have used Autotask daily for the past five years, I’ve found it to offer numerous valuable features like: Review collected by and hosted on G2.com.

The systems which are not communicating to the server may not be able to communicate online if it is in network. Review collected by and hosted on G2.com.

Centralized Endpoint Management

Problem: Managing diverse endpoints (desktops, laptops, and servers) across different locations is complex and time-consuming.

Problem: Manual patching increases the risk of security vulnerabilities and compliance issues.

Problem: Remote troubleshooting can be inefficient and disruptive to end-users.

Problem: Managing software installations, licenses, and asset inventory manually is prone to errors and lacks visibility.

Problem: Increasing cyber threats make endpoint security critical, especially with remote and hybrid workforces. Review collected by and hosted on G2.com.

Since it’s a SaaS application, a stable internet connection is required, which can be a drawback if you experience connectivity issues. Review collected by and hosted on G2.com.

Reduces HR Response Time: Eliminates the long wait times for responses from HR by providing instant answers through the AI.

Decreases HR Workload: Minimizes the need to contact HR for routine questions, allowing them to focus on more complex tasks.

Improves Employee Productivity: By offering quick support and answers, it allows employees to stay focused on their work without unnecessary interruptions.

Centralizes Support Tools: Connects various support tools in one platform, streamlining the process of getting help and information.

Offers Intuitive User Experience: Provides a user-friendly and intuitive interface that makes it easy for employees to navigate and use.

Ensures Consistent Support: Delivers consistent and accurate information through its AI, ensuring all employees receive the same level of support.

Saves Time: Reduces the time spent searching for information or waiting for help, allowing employees to be more efficient. Review collected by and hosted on G2.com.

Slow Performance in dashboards while retreving data for larger Environments.

For Smaller Organisations, Pricing may be high compared to other Alternatives. Review collected by and hosted on G2.com.

Unified IT Infrastructure Management

Automated Incident Management

Cloud and Hybrid Monitoring

AIOPS Review collected by and hosted on G2.com.

I don't like that in Proactivanet creating a metric and alert is complex, I would like to be able to do it easily as well as customize colors like in Power BI. Review collected by and hosted on G2.com.

Proactivanet has helped us have centralized control of the university's technological assets on a single platform, allowing us to identify who uses them, how often, and the type of use given to the computer equipment, which facilitates decision-making. Review collected by and hosted on G2.com.

There is nothing to dislike about the tool. Any product has to go through its evolution with time and AI/ML features are being proposed for future releases and looking forward to experiencing the same. Review collected by and hosted on G2.com.

Currently we are using Wolken service desk for all our customer delivery where SLA's are key for operations. The ease of creating tickets, the operations flow and visibility to our customers is seamless. The knowledge base helps us and also users to resolve the tickets/issue faster. The reports and dashboards helps us generate our weekly/monthly reports easier and the tool becomes single point of reference/proof for review. Review collected by and hosted on G2.com.

Red Hat Smart Management exhibits strong integration with Red Hat products, which may pose challenges if considering a transition to alternative vendors down the road. Additionally, apart from these overarching concerns, a number of users have expressed criticisms about specific aspects of Red Hat Smart Management:

1.Navigating and utilizing the reporting system can be somewhat challenging. 2.While capable, the performance monitoring features may not match the robustness found in some competing products.

3.The support for non-Red Hat systems is somewhat limited. Review collected by and hosted on G2.com.

Improved security: Red Hat Smart Management can help organizations to improve their security posture by providing a centralized view of all RHEL systems and by automating patch management.

Increased compliance: Red Hat Smart Management can help organizations to comply with industry regulations by providing compliance reporting capabilities.

Improved performance and reliability: Red Hat Smart Management can help organizations to improve the performance and reliability of their RHEL environments by providing performance monitoring and troubleshooting capabilities. Review collected by and hosted on G2.com.

The only downside to Splashtop SOS is that some advanced features, like file transfer and multi-monitor support, are available only in higher-tier plans. It would be great to have more of these features included in the basic package to provide even more value for users needing comprehensive support. Review collected by and hosted on G2.com.

Splashtop SOS solves the challenge of providing remote technical support quickly and efficiently. It allows me to connect to users' devices instantly, troubleshoot issues, and provide real-time solutions without needing to be physically present. This saves time, reduces downtime, and makes supporting multiple users across different locations much more manageable. Review collected by and hosted on G2.com.

that the BI reports are not free, they carry an additional cost, but they are extremely useful because the old reports had to be obtained one by one and adding more data involved making a new report of zero. with this module the nightmares of making reports are over Review collected by and hosted on G2.com.

if you want to have control of your assets, reports of incidents, requests, problems, see the relationships in the CMDB, measure service levels and never have to make a manual report, use SysAid.

It is an all-in-one tool Review collected by and hosted on G2.com.

asset control, incident reports, requests, relationships in the CMDB, measurement of service levels and weekly report scheduling. It has allowed me to automate areas outside of IT that require control of requests such as human resources and sales Review collected by and hosted on G2.com.

Downside is, Overall , in view of compliance sometimes PII uploaded to s3 can be identified with Macie. But when its an image or pdf containing photo copies of such personal sensitive information its hard to identify. It might be stored on the ec2 or s3. But figuring out it is complex. We do have OCR techniques in some services, which can trigger ec2 playbooks. Yes , it can be achievable with right problem solving technique and using the required services. Review collected by and hosted on G2.com.

Security Patches, Trigger based actions on infrastructure. Logging for IOC identifications. Many more. Review collected by and hosted on G2.com.

I know they're working on it, but would love to see more trigger/condition functionality in their automations. Review collected by and hosted on G2.com.

It solves a problem we've been having for a very long time. Our Customer Support team used to need to monitor multiple support channels, Slack being one of them. With ClearFeed our other teams who are more active in Slack (Merchant Success) can now create Intercom tickets for our support team, making it so our support team only needs to look in one place and we can offer quicker responses to our customers. Review collected by and hosted on G2.com.

If I have to come up with something, it would be nice to be able to reply to tickets in the web UI and to mark a ticket as complete in a single button click. But these are very minor details. Review collected by and hosted on G2.com.

Ticketing system for our customer support. Gives our team an overview of customer support enquiries. Review collected by and hosted on G2.com.

For small businesses that only use this tool to solve specific problems from time to time, paying for a license is a bit expensive.

They should offer a plan where you can pay per connection or by duration. Review collected by and hosted on G2.com.

The main problem that TeamViewer has helped me solve is saving time and money, thanks to this tool I don't have to physically travel to my clients, which saves me a lot of time and I don't have to spend on fuel.

At times, I have had to explain to some clients how to operate programs I have installed on their PC, and with TeamViewer, this explanation has been made easier without having to travel to the client. Review collected by and hosted on G2.com.

Nerdio Manager is expensive! The licensing cost should be recovered by the scaling model savings, but it does eat into the savings tremendously.

We regularly run into errors with the 'User cost attribution' report. Redeploying Nerdio resolves the issue, but repeatedly doing this is aggravating. Lastly, Nerdio "power off and set as image" will fail on the sysprep stage if there are errors--Nerdio does not check for these possible issues including having antivirus installed on the image VM.

Is Nerdio too pricey for your institution? Talk to the sales reps. They may be able to work with you. Review collected by and hosted on G2.com.

- Makes managing Microsoft Azure Virtual Desktop (AVD) easier than using native Microsoft tools.

- Scaling models within Nerdio are superior (in our humble opinion) than native Microsoft scaling models.

- Image building is faster with software deployment scripts and one-click "Set as image" option from running VM.

- Faster resolution when there are host or image issues.

- Cost modeling to assist with assigning usage costs to departments. Review collected by and hosted on G2.com.

There is a specific feature that I would like to see in future updates: the ability to save views (tickets assigned to a certain agent, tickets with a certain status) to your HALP profile Review collected by and hosted on G2.com.

HALP is making it easy for our team to solve issues as they arise whether they create a ticket through Teams or email. It also makes it easy for the requester to follow the status of their ticket due to the fact it is updated dynamically through teams. Review collected by and hosted on G2.com.