CloudBlue PSA vs Web Help Desk: Which is a better fit?

Harmony is a fully featured, and incredibly well supported PSA software. Our platform team had spent countless hours investigating the best possible solution for our unique requirements.

The combination of Salesforce and ServiceMax was such a bad fit for us. Many of our processes had to be done outside of the system and we were losing valuable information.

Sophie S

Project Manager

Customer Service is exactly what you need - fast, informative, helpful and friendly. Fantastic supporting documentation for implementation and continuing use.

Also, when we had a problem, we had to "get people together" to gather all of the facts before we could answer the questions needed to solve issues since all information was spread out.

I must have spent countless days looking for the "right" PSA tool and I just kept coming back to Harmony, I love it. Happy to share my experience with anybody thinking about a new PSA.

On past systems I've used, it was difficult to see what happened with our customers after an initial sale.

It is a pleasure to work with the team at Harmony who provide excellent support and are always open to discuss additional features so the product is getting better every day.

We have come across a couple of small bugs but the team at Datalogic are so quick to respond that problems are sorted out straight away with little or no impact.

Very affordable - sales rep that I worked with was very helpful and gave us a nice discount. Good features: Task automation, work flow, email threading (adding ticket notes via email).

The template forms that you can create for different types of tickets are boring and limited.

For me the ability for Sales Reps out in the field to submit Help Desk ticket through email is awesome. They can do it right from their phone's email program.

It also taxes the system from the user/technician side if you are running a large report (this is bad.) We ended up just throwing the SQL tables into Tableau to get any sort of granular information.

That being said, it is reliable and the support is fantastic. It is a great value for the money for a non profit.

Matt M

Student information system

I think my main problem was with my Virtual Environment not the software itself.

It is a simple and easy to use software for both the IT team and the end-users, which helps to resolve service desk reported or submitted issues fast and in return will make both users a happy camper.

The Dashboard is almost useless, again, unless I just don't understand how you use it.