I will recommend the BMC Helix Remedyforce ITSM solution. BMC Remedyforce based on the Salesforce cloud service platform. It is easy to use. You may access it from any place/device(Desktop/Laptop/Mobile/Tablet).
As a growing mid-sized company, we have been using the "ProProfs Help Desk" for over 2 years now.
We ended up using a lot of different tools before settling for this one. The best part? The tool offers the perfect balance between affordability and functionality. You can enjoy premium help desk features such as powerful automation, chatbots, ticket management, knowledge base, customizable reports, and more.
Furthermore, the tool makes it easier for its user to share CSAT, NPS, or other feedback surveys with customers. So you can spot bottlenecks early and improve the CX.
BMC Remedy (Helix) ITSM is superb Helpdesk (servicedesk) tool. As a helpdesk agent, I can quickly create tickets using template; can refer and attached knowledge articles. Relating an incident to problem / change / CI is fairly simple as well. The ticket assignments are automatic, the SLAs gets attached automatically. I can pull reports of my open, closed or pending tickets anytime. I can also access my ticket console on my mobile/tablet devices and start working on it.
For business owners and admins life is fairly good as well, as BMC tool supports customizations, bi-directional integrations. so if you want to automate any IT ticket handling process its possible. LDAP and Email integration is pretty native and can be easily configured.
Compared to other solutions, I think BMC offers more capabilities w.r.t to customizations and choice of deployment.
4me; a platform that supports all service management capabilities and extends into other departments like HR and supply chain. Preconfigured out of the box SIAM/ESM capabilities and workflow. Great value for €. Supports small, mid and large size organisations.
Why is a platform the best choice for a Help Desk? The Help Desk is the counterpoint, start and end of all processes. Integration is therefore key to success.
Symphony Summit AI because SummitAI Service Management is an ITIL verified solution that leverages the latest advances in AI, machine reasoning, analytics and automation. SummitAI helps CIOs and IT leaders of Enterprises and service providers unleash the productivity of IT service operations at up to 45% lower Total Cost of Ownership (TCO).
We've compared it with Manage Engine, Jira & Sapphire.
SummitAI: An AI-driven IT and Enterprise Service Management Suite
Technology that propels productivity is always at the forefront. SummitAI ensures that its AI-driven knowledge intelligence helps you unleash enterprise productivity, right after its implementation. SummitAI eﬀortlessly brings Service, Asset and Operations Management together to work in concert. The use of machine reasoning and codeless-workﬂow-based automation delivers greater annual savings in IT Helpdesk Operations and reduces the Total Cost of Ownership.
I think the best solution is one where my team is comfortable facing the challenges of support, integrations, customizations, reporting and updates. There are several solutions that help a lot our digital transformation actions, but having a team always available for maintenance and evolution activities is essential, especially regarding the experience in the language and features that the product offers, all of this giving flexibility to any adjustment in the processes ITIL or unused. I currently work with Clarity Service Management and is meeting expectations. Good luck!
Hi community members,
We need a lightweight ticketing system with superior communication/ticket submission options like chat/SMS/email (for ease of use by end-users).
Having a KB would be ideal and we don't need a ton of depth around SLAs, billing or CRM features. As we're an EDU/K12 organizati... Read More »