Likelihood to Recommend We use KickServ for nearly every aspect of our operation and cannot think of a scenario when it is "inappropriate" or "less appropriate". It is the backbone of our operation and is used for everything from data gathering to estimates to invoices to payments and accounts receivables to reports to tracking to storage of photos and past invoices. Better searching abilities would be good instead of having to create tags for things we don't know we are going to need later.
Read full review It is well suited for medium to large companies that manage different teams and need to communicate constantly and track progress in a timely manner. It is less suited for small enterprises as it will overwhelm users with the features and functionalities embedded.
Read full review Pros Organization - keeps everything organized nicely and has several different filters that you can use to view only the information you need. Simple website - this was important because you want it to load quickly when you are in the office and on the road. Database - keeps track of the things that you enter. This is nice when trying to get information on a product or a price when requested by the customer. Read full review Allows for clear communication between help desk and end users. Provides a clean inventory option for both hardware items and software licenses. Navigation is very intuitive and user friendly. Many reporting features for all levels of the company. Read full review Cons Integration with email marketing Advanced searching capabilities (i.e. If I wanted to search for every job I did that had the words "water damage" in their descriptions). More ability to customize templates (like adding additional artwork, pictures) Read full review Adding in additional chat features would be nice Viewing where you stand in priority Having a way to automate more of the processes Read full review Likelihood to Renew It's perfect for our company. We rely on it. Tech support is great. We're very happy.
Read full review Usability It is intuitive enough, but there is some training that will be necessary because of a perceived redundancy within their workflow. It can be hard to distinguish which stage a customer is in (thus what the most important thing to be working on, if you are in sales, for instance) without some training.
Read full review Bottom line is that it does what you need it to do. We've been using Service Now as a ticket managing tool for a few years now. There's really not much it can't do when it comes to recording interactions. It has been nice using inventory tracking for software licenses and hardware as well.
Read full review Support Rating Very good technical help. The team is well-versed in their product and what to look for, particularly when interacting with other software platforms. You nearly always get a live person when you call, and if you don't, they will return your call promptly. This is another factor in my client's decision to move forward with their solution.
Read full review Support has been very good. Any time there has been a real issue, the team has responded very quickly and identified the issue without a lot of repetitive questions that I've seen from other services. There is a great external community and internal knowledge base that covers pretty much anything you need.
Read full review Alternatives Considered Easier to use than
Salesforce . More robust than Zoho. More functionality that is easier to learn than both.
Read full review Connectwise targets small to medium enterprises and kept things simple for cross-organizational communications. On the other hand, ServiceNow with users with more than 500 at least, tends to create lag and tension when all are using the app at the same time, especially getting reports in a timely manner.
Read full review Return on Investment We are essentially paper free. No paper work orders. We've been able to avoid a layer of middle management by supplementing this layer with technology. KickServ is a part of that layer. Negatively speaking, like all technology, it has created a void of human level connection. Because we know that we can deliver work orders to our foremen remotely, we are less likely to drive up to the shop and shake a hand or see someone face to face. We had to learn that lesson the hard way, that both technology and human connection are necessary to maintain our culture. Read full review The negative impact for my team is the delay in team completing tickets but not a system issue. A positive impact for my team is we can easily view the status of tickets and the follow-up emails are beneficial to maintain records of tickets. Negative impact is that there is no user job aid or helpful tools for new users. Read full review ScreenShots