Name: Simplisys Service Desk
Author: Simplisys

Digital Adoption

Help Desk

Web and Video Conferencing

Customer Support

Augmented Reality Development

Bug  Tracking

Development

Business Intelligence (BI)

Collaboration

Environmental Health and Safety (EHS)

Visual Collaboration

Enterprise

Accounting

Anti-Money Laundering (AML)

Investor Relations

Revenue Management

Spend Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

On-Demand Payment

Payroll

Resume Parsing

Succession Planning

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Cloud Storage

Component Content Management

Data Pipeline

Electronic Data Interchange (EDI)

Fraud Detection

Hosted Virtual Desktop

Identity Governance and Administration

Industrial IoT

Integration Platform as a Service (iPaaS)

Interoperability

Managed File Transfer (MFT)

Managed Hosting

Monolithic Frame-based Disk Arrays

Network Performance Monitoring

Relational Database Management Systems

Security Awareness Training

Vulnerability Management

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Customer Journey Mapping

Digital Analytics

Email Marketing

Intent Data

Marketing Automation

Marketing Resource Management

Search Marketing Intelligence

Social Media Management

Survey & Forms Building

Tag Management

Web Analytics

Webinar

Marketing

Business Caller ID

Project Management

Prototyping

Professional Services

Call Recording

Customer Relationship Management (CRM)

Sales Email Tracking

Sales Intelligence

eCommerce

Sales

Operational Technology (OT) Security

Security

Computer-Aided Design (CAD)

Construction Accounting

Loan Servicing

Nonprofit Fundraising

Patient Engagement

Revenue Cycle Management (RCM)

Utilities

Vertical-Specific

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### User Assistance and Support
Users consistently highlight Simplisys Service Desk's user assistance and support as a standout feature. They appreciate the ease of implementation and the helpfulness of the support team in resolving any issues that arise. The ability to customize the software to fit specific requirements, coupled with the ongoing support provided, has been instrumental in the positive user experience. While some users mention limitations in comparison to other products, the overall sentiment leans towards a positive outlook on Simplisys Service Desk's user assistance and support capabilities.

### Reporting and Analytics
While some users appreciate the extensive out-of-the-box reports provided by Simplisys Service Desk, others find the standard reports to be too numerous. There are mixed feelings about the current state of dashboards and reporting, with some users suggesting that improvements are needed for a more modern look and faster response times. Despite some criticisms, users acknowledge the efforts being made by the system to enhance the end user experience. Additionally, there are mentions of the reporting system being a bit cumbersome to extract data from, although users have received assistance in creating custom reports when needed. The cloud-based nature of the platform is praised for its convenience and integration capabilities, allowing for centralized management and streamlined operations.

Easy to use: Users have consistently found Simplisys Service Desk to be easy to use, with minimal training required. Many reviewers mentioned that their employees were able to quickly adapt to the software within a day or two.

Helpful and responsive support: The Simplisys team has received praise from users for their helpfulness and responsiveness. Reviewers mentioned that the team took the time to understand their specific needs and implemented requested changes quickly. The availability of the support center in the UK was particularly appreciated.

Highly customizable: Users have found Simplisys Service Desk highly customizable to fit their specific needs. They mentioned that the software could be tailored, allowing them to easily turn off sections they were not yet ready to use. Several reviewers also highlighted the ability to integrate with other systems, such as Employee Management Systems, further enhancing its customization capabilities.

No Mobile Device Support: Several users have mentioned that Simplisys Service Desk is not currently mobile device friendly. While some believe that it is being developed for mobile compatibility in the future, its absence at present is considered a drawback, particularly for field staff who would benefit from accessing the software on-the-go.

Clunky Reporting: A common concern among reviewers is the clunkiness of the reporting feature. Some users have found it difficult to extract the desired data, mentioning that the process can be cumbersome and time-consuming. They feel that improvements could be made to make reporting more user-friendly and efficient.

Lack of Advanced Features: In comparison to other similar products like Service Now, Freshdesk, and Manage Engine, Simplisys Service Desk has been perceived as lacking certain advanced features and functionalities. While some users appreciate its UK support, they mention that it doesn't offer all the bells and whistles provided by these competing products.

Simplisys Service Desk has been successfully utilized by businesses to analyze and track performance through its robust reporting offering. Customers have found that the software provides exceptional support, from initial inquiry to ongoing implementation and support. The integration with Microsoft NAV has been noted as excellent by users, allowing for seamless connectivity and data sharing. One of the key advantages of Simplisys Service Desk is its ease of use and functionality, making it a valuable tool for both experienced users and those new to helpdesk systems. The software can be customized to fit specific needs, providing flexibility and adaptability to different business environments. Users have praised the quick and easy deployment process, enabling them to start utilizing the software without any unnecessary delays. Having friendly and helpful support available through phone or email has been highly appreciated by customers in resolving issues and answering queries. Overall, Simplisys Service Desk has proven to be a reliable and user-friendly solution for businesses looking to streamline their service desk operations effectively.

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GrooveHQ

Founded in 2003, Vivantio is a provider of customer service optimization software and solutions for B2B service teams. By combining enterprise-level software with the flexibility of a cloud-based solution, Vivantio provides a unified service management platform. The platform scales to meet the complex business needs of large, multi-site organizations, to optimize workflows across several departments including IT, operations and customer service.

Vivantio

Simplisys Service Desk

Software to manage the customer support function which involves responding to user's technical questions. Software prioritizes and routes tickets, tracks status, and provides ticket reporting metrics. Questions and answers can be delivered by telephone, e-mail, phone or, increasingly, social channels. Help desk software also makes it easier for the people running the help desk to quickly find answers to common questions.

Simplisys

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Ticket creation and submission

Users and agents can easily enter new support requests.

Ticket response

Agents can easily follow up with customers.

Automated responses

Common requests can automatically trigger a standard response.

Attachments/Screencasts

Agents can send attachments and/or set up screencasts to assist with support issues.

SLA management

Service level agreement management allows agents to view and adhere to the terms of a customer's support package.

Self Help Community

Features that allow customers to self-service for support issues.

Forums

Allows customers to engage in discussion threads about support issues with other customers and/or agents.

External knowledge base

Customers can self-service by searching through help articles.

Internal knowledge base

Internal knowledge base helps agents answer customers' support questions.

Q and A

Q&A allows customers to ask the support team questions online; conversations are posted publicly for the benefit of other customers.

Surveys/polls

Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

Customer portal

Customer portal allows customers to submit tickets themselves and/or access self help resources.

Live help chat

Live chat allows customers to get help via instant messaging within a software product or on a company website.

Phone support

Customers can get support from agents over the phone.

Includes an interactive voice response system for routing callers to the correct agent or information.

Call scripting

Provides a script or system for guiding agents through callers' support issues.

Social integration

Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

Email support

Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

Help Desk CRM integration

Integrates with CRM so that tickets and support communications are coordinated with customers' records.

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.