ServiceNowReviews of servicenow.com

If i could give this system zero stars i would. Constantly being updated in the worst times. Info does not move over in conjunction with other software. Favourite lists get wiped. When your purchase the paid version it is the same as the free version and then if you want added package that should be in the paid version it cost extra! Avoid this system if you value your sanity.

Our company just moved to service now from Connectwise. So far the benefits are hard to see, everything is more steps to achieve the same goal. - You cannot screenshot and paste into comments or resolution notes. To add a screenshot, you need to save the image to your desktop then drag and drop it in to your ticket, then to top this off the image attachments are not even stored in the notes so you cannot add context to them. This is a massive issue when needing to evidence work completed and has been missing from the system since launch in 2018. - No spell checking in comments, or any text field. - Comments, Private notes & Resolutions do not have basic text formatting options. So no bullet points, bold or italic etc. Making text very hard for the customer to read. - We found today that emails will not come in to the system when forwarded from external contacts. The emails just outright are not picked up. - There is no 365 integration for emails or calendar. So emails cannot be opened from the browser to the Outlook app. Making forwarding emails outside the system not impossible, but very much so if the other end is an auto reply, as this will raise another ticket. - No Calendar to view your scheduled tickets. - You can schedule tickets over other tickets with no warning. - There are no alerts for scheduled tickets upcoming. - Statuses sometimes do apply correctly. - There is very little control from the agents side, you can only find out if a customer has replied, if you first click "Awaiting Info", but this can only be done if you leave a comment. Using the email function will then mean you need to leave a comment to apply this status, meaning the customer gets two emails. - They almost nailed getting customer information from within a ticket, then did not add a search bar to quickly search contacts. You will instead have to go All > Accounts > Contacts > All > Search accounts > Find the company > Search for the contact. - Very few filters on launch, we had to add our own, I now have 6 lists, before I had two. - You cannot apply multiple agents to the same ticket. This is just the stuff we have found over the last week, I strongly suggest avoiding this system for your company. It's been sold to us as the best of the best, when clearly it lacks even basic functions. There appears to be a lot of modules that can be added, but nothing to change the ticket system itself. Seeing the rating here is hardly surprising, in fact the surprising part was that the feedback was not worse.

The most frustrating system I have ever had to use. AVOID. It turns something that could be resolved with a 2 minute phone call into a 5 day saga.

Terrible experience

A flying 💩 of a sh1tacular software. Replacing it with something merely adequate would single-handedly reduce incidence of cardiac arrest, high blood pressure and stroke across all demographics of users. Enragingly awful. Probably keeps ticket numbers low because it’s more painful to use than the incident you should be reporting.

Il peggiore tool mai visto per la gestione dei ticket e richieste da parte del cliente. Confusionale, filtri non funzionanti, per cambiare lo stato di un ticket o riassegnarlo devi bestemmiare 65 volte nostro signore gesucristo e per il resto delle ore lavorative tutti i santi del paradiso. Non capisco perchè viene utilizzato, forse rispetto ai competitor non costa nulla, è il primo generatore di malessere sul posto di lavoro.

the query fuction just is horrible. it is, believe me. Service now needs to step up here. Its not intuitive and there is no useable help function build-in nor examples or build-in documentation. Its a a kind of pseudo query script that does not support users AT ALL. You need to be ver patient and have a lot of time on your hand to get proper results. Its genuinely only suitable for IT nerds.-->End of rant :)

confusing software appearantly impossible for my companys IT department to configure into something useful. There are 34 ITIL 4 "management practices" that SN is said to implement. I suggest you cut it down to 3 or not more than 7, then reprogram the whole kaboodle. Thank you for listening/reading.