ServiceWise

ServiceWise

Web based help desk management software

4.7/5 (3 avaliações)

Resumo do ServiceWise

ServiceWise is a web-based help desk software for IT service management offered by TechExcel and helps small and large businesses streamline processes and implement ITIL workflow standards. The product can also be installed on-premises. TechExcel products are used by over 1,500 customers in 43 countries.

ServiceWise provides a fully customizable self-service portal for end-users to report problems, request services, download software, access request forms and search for information. The software automatically converts all support emails addressed to the help desk application into requests that can be tracked by the user in the self-service portal. The product also offers interactive and customizable dashboards with features such as widgets, pivot charts, page layouts and language settings. Users can define notification rules for alerts and reminders and escalate incidents/problems based on categories and time criteria. ServiceWise helps to improve customer satisfaction by defining SLAs and setting up multiple escalation levels for SLA violations. The tool also supports reporting and analytics features including summary reports, trend reports, dynamic web query reports and on-demand management reporting. The software has an integrated knowledge management facility that allows users to build a knowledge base by adding any type of document. The product also supports workflow management as well as LDAP authentication and synchronization.

ServiceWise offers additional modules for asset management, advanced knowledge management, project planning, file download management and online forms & surveys to enhance the product’s capabilities. Fujitsu, Nokia, Sony, Radon Labs, The First American Corporation and Q-Pulse are some of its key customers.

Preços

A partir de
N/A
Opções de preços
Avaliação gratuita
Licença única
Assinatura
Relação qualidade/preço

Dispositivos

Porte da empresa

P
M
G

Mercados

Ásia, Canadá, Europa, África e Oriente Médio, Reino Unido, Estados Unidos

Idiomas

Chinês (tradicional), Inglês

ServiceWise - Avaliações

Classificação geral
4.7/5
100% avaliações positivas
2
Excelente
1
Muito bom
0
Média
0
Ruim
0
Péssimo
Andrea F.
Traduzir com Google

ServiceWise is my life

Usado Diariamente durante Mais de dois anos
Avaliado em 11/04/2017
Fonte da avaliação: Capterra

I could not keep track of the support at our school plus the assets deployed all over the 2 campuses without ServiceWise and AssetWise. Import and export tools are easy. When support is needed, it happens! The ability to customize as we go and the possibility of adding new fields, templates, etc is a plus. We do have a very unique environment and customization is a MUST for us.

Vantagens

easy tool, support availability

Desvantagens

some versions have too much updates until you get to the next version
missing the mobile version

Resposta do TechExcel

We're glad to see how much you enjoy ServiceWise and how it's enabled you to do your job quickly and effectively. We are about to release our mobile app with our new 10.1 version. I'll make sure you get an invite to the webinar for the new release. Regarding the updates, we do offer monthly patch updates but you don't have to apply the update unless you'd like to.

Thanks again!
Brian

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação

10.0/10
Nathan H.
Traduzir com Google

I would receive 'tickets' through the system and then assign these to individuals to complete.

Usado Diariamente durante Mais de dois anos
Avaliado em 10/04/2018
Fonte da avaliação: Capterra

Vantagens

Easy to input requests. New users can quickly learn how to submit various requests. Also, attaching small files was easy. It can also handle thousands of requests and keeps great records. 10 year old 'tickets' were available in complete detail. Also allows everyone involved in ticket to conversations.

Desvantagens

There is no user input validation so someone can submit blank/incomplete requests. It was also difficult to assign work to more than 1 person at a time, so if two departments had to do the work, only 1 was assigned so that can create frustration.

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Jack C.
Traduzir com Google

This is a very flexible product that allows you to do whatever you want to do

Avaliado em 11/01/2017
Fonte da avaliação: Capterra

This is a very flexible product that allows you to do whatever you want to do. You can design workflows; you can send notifications in a certain way; you can integrate a document or an attachment; you can use a special report. I would definitely recommend ServiceWise. This product is very flexible, you can choose the way you want to choose the way you want to design it. ServiceWise has the flexibility and the powerful function

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Preço do ServiceWise

A partir de
N/A
Opções de preços
Avaliação gratuita
Licença única
Assinatura
Relação qualidade/preço

Contact TechExcel for pricing information or a quote

Recursos do ServiceWise

  • API
  • Base de conhecimento
  • Gestão de tíquetes
  • Gestão do fluxo de trabalho
  • Integração de terceiros
  • Notificações automáticas
  • Painel de atividades
  • Questionários e feedback

  • Bate-papo
  • Comunicação multicanal
  • Histórico de contatos
  • Imagem de marca personalizável
  • Integração de CRM
  • Integração de e-mail
  • Integração de redes sociais
  • Mensagens instantâneas
  • Monitoramento
  • Monitoramento em tempo real
  • Priorizar
  • Relatórios e estatística

Mais informações sobre ServiceWise

Principais recursos do ServiceWise

  • API integration
  • Audit trail
  • Auto-escalations
  • Auto-routing
  • Automatic reminders
  • Create review tasks
  • Customizable dashboard
  • Customizable reporting
  • Customizable user interface
  • Detect and track IT assets
  • Email submission
  • Knowledge base
  • LDAP authentication and sync
  • Notifications
  • Project planning and scheduling
  • SLA management
  • Self-service portal
  • User surveys
  • Workflow editor

Vantagens

● ServiceWise is a help desk software for IT service management and supports both web and client-server interfaces as well as offers additional modules for asset management, knowledge management and third party software integrations.

● The software helps to deliver better financial performance, organizational alignment and management functionality by implementing ITIL workflow standards and integrating with development teams.

● ServiceWise offers multiple layers of security controls including role-based account types, password encryption and authentication as well as supports HTTPS protocols.

● ServiceWise supports ODBC-compatible databases as well as automates email notifications and helps in auto routing and escalation of issues.

● The solution is very scalable and can be installed on a single server, scaled across multiple servers or configured on multiple web servers and dedicated reporting servers as per requirement.

Perguntas frequentes sobre o ServiceWise

Abaixo estão algumas perguntas frequentes sobre o ServiceWise.

P: Que tipo de planos o ServiceWise oferece?

O ServiceWise oferece os seguintes planos de pagamento:

Modelo de preços: Licença única, Assinatura

Avaliação gratuita: Disponível

Contact TechExcel for pricing information or a quote

P: Quais são os principais recursos do ServiceWise?

O ServiceWise oferece os seguintes recursos:

  • API integration
  • Audit trail
  • Auto-escalations
  • Auto-routing
  • Automatic reminders
  • Create review tasks
  • Customizable dashboard
  • Customizable reporting
  • Customizable user interface
  • Detect and track IT assets
  • Email submission
  • Knowledge base
  • LDAP authentication and sync
  • Notifications
  • Project planning and scheduling
  • SLA management
  • Self-service portal
  • User surveys
  • Workflow editor

P: Quem costuma usar o ServiceWise?

Os clientes habituais do ServiceWise são:

Grandes empresas, Empresas de médio porte, Pequenas empresas

P: Em que idioma o ServiceWise está?

O ServiceWise está nos seguintes idiomas:

Chinês (tradicional), Inglês

P: Que tipo de planos o ServiceWise oferece?

O ServiceWise tem os seguintes planos de preços:

Licença única, Assinatura

P: O ServiceWise é compatível com disponíveis móveis?

Não temos informações sobre os dispositivos compatíveis com o ServiceWise.

P: O ServiceWise se integra com quais outros aplicativos?

Não temos informações sobre quais integrações o ServiceWise oferece.

P: Que nível de suporte o ServiceWise oferece?

O ServiceWise oferece as seguintes opções de suporte:

FAQs, Fórum, Suporte por telefone, Tutoriais em vídeo