55 Reviews and Ratings
11 Reviews and Ratings
[BMC Helix Remedyforce] is probably best suited for an MSP who needs to keep multiple clients separated. If you were an internal IT department I think the additional features it has would be lost. When dealing with an MSP who needs to know what software and what issues have effected specific clients it is very well suited to do that.Incentivized
Any business that has a customer base could benefit from Gladly. If you call, text, social media message, etc Gladly can do all of these functions and keeps all of these conversations easily located so that you can refer back to previous conversations. The ability to leave notes on the account is very helpful.Incentivized
An admin user is able to quickly create a request definition with all of its components from one screen. We use to have to go to the 7 or 8 different screens to create each piece of the request definition.Ability to update multiple Incidents/Service Requests at once with the update button. This allows essentially an inline edit functionality within Remedyforce.Change management schedule is a great feature as well to be able to see how changes align and what there expected start dates/times are.
Easy to use interface. Supporting customers is as easy as texting a friend.True Omnichannel support system where all channels live on the same screen without the need to hop between applications.Built-in knowledgebase (Answers) reducing team member ramp time and providing a template for consistent solutions for our customers.Incentivized
The ability to monitor/regulate the volume of tickets when you integrate with your monitoring software. We have so many items that trigger alerts, creating a ticket for each is somewhat overwhelming. Would like to be able to better control when an incident should be created.Being able to report on Service requests and tasks together would be nice. Right now I have to do it separately as they are in different buckets, so to speak.Remedy console is an improvement from where it started but can still be a cleaner interface for a tech to be able to work out of for their day to day work.
Gladly has errors where it times out and I lose a call. Which negatively reflects on me.If a contact is not currently assigned to me and I don’t know their info I can’t find them easily even if I was associated with the ticket.The inbox could notify you better of completed tasks and keep better track of your history in your own account.Incentivized
The total amount of time spent from installation to configuration for a minimal ticketing system was 2 hours. Maintenance and customization for the application can be completed with a great amount of ease. In addition having a customer portal is an added benefit that pays for itself Incentivized
Gladly really has all the information needed about a customer that you would need.If gladly does have a specified space for specific information you can add notes in multiple locations to remind you self of special circumstances. Gladly meets all our expectations and continues to provide a see less transaction Incentivized
They care about your success.Incentivized
Gladly is always available to support its customers. That being said, we really haven’t needed support. The product is intuitive and stable. The reality is the support we receive is more collaboration on how we can help Gladly continue to revolutionize this space.Incentivized
Learning industry best practices or gaining insight on them from either BMC or an implementation partner would have saved some headaches we faced after roll-out.Incentivized
I previously worked with tools like Service Manager which were difficult to configure, administer and maintain. The support options were very limited. Remedyforce has local US support, dedicated reps, and a more developed infrastructure to work from to support an organization. This runs on the Salesforce platform so worrying about server failures and unscheduled outages was no longer going to be an issue for us. Self service, knowledge base, and change control were just a few highly utilized features that helped employees support themselves and automate very manual processes.
Gladly truly delivers what other vendors promote:True Omnichannel support.Easy to use UI.Robust reporting.Full SaaS solution.Built-in knowledgebase.Simple implementation.Great support team.True business partnership.Full 360 views of your customer.Reduced ramp time for agents.It truly is the future of Customer Support software. True game changer. Incentivized
Remedyforce has allowed us to eliminate other solutions that provided similar features. By now using one true ITSM we have been able to save money which in higher education is always a concern.The reports and dashboards allow for a birds-eye view of our daily operations and provide managers and executives the information they need to make important cost saving decisions.
It positively helps us communicate with each other before we communicate with the timer if there are any questions or issues.Gladly helps prioritize email vs phone call and chat so that you are focusing on the most important task at hand.Gladly allows you to view what other representatives are doing and if they are busy or available for questions.Incentivized