Product Details

TechExcel ServiceWise is a configurable and scalable software suite for help desk management and IT service management. ServiceWise helps automate and streamline IT help desk activities with configurable workflows, process approvals, email integration, IT project management, and integrated knowledge management. The powerful features and the ease of maintenance make ServiceWise a powerful solution for growing IT service organizations.

Contact Details

TechExcel

http://www.techexcel.com

Founded in 1995

Located in United States

No Media

Starting Price

  • $20.00/month/user

Free Trial

Platform

  • Installed - Mac
  • Cloud, SaaS, Web
  • Installed - Windows
  • Mobile - iOS Native
  • Mobile - Android Native

Training

  • In Person
  • Live Online
  • Webinars
  • Documentation

Support

  • 24/7 (Live Rep)
  • Business Hours
  • Online

ServiceWise Features

Alerts / Escalation
Automated Routing
Customizable Branding
Document Storage
Email Integration
IT Asset Management
Interaction Tracking
Knowledge Base Management
Multi-Channel Communication
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management
Capacity Monitoring
Compliance Management
Event Logs
Hardware Inventory
IT Budgeting
License Management
Patch Management
Remote Access
Scheduling
Software Inventory
User Activity Monitoring
Asset Tracking
Availability Management
Change Management
Configuration Management
Contract/License Management
Incident Management
Problem Management
Project Management
Release & Deployment Management
Self Service Portal
Assignment Management
Dashboard
Escalation Management
Issue Auditing
Issue Scheduling
Knowledge Base Management
Project Management
Recurring Issues
Task Management

ServiceWise Reviews

Overall
4.5/5
Ease of Use
5/5
Customer Service
5/5

Showing Most Helpful

Showing 3 of 3 reviews

Showing Most Helpful

Showing 3 of 3 reviews

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Rating
Company Size
Reviewer's Role
Length of Use
Frequency of Use
Andrea F.
Senior Support Specialist
Non-Profit Organization Management, 201-500 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Source: Capterra
April 11, 2017

“ServiceWise is my life”

OverallI could not keep track of the support at our school plus the assets deployed all over the 2 campuses without ServiceWise and AssetWise. Import and export tools are easy. When support is needed, it happens! The ability to customize as we go and the possibility of adding new fields, templates, etc is a plus. We do have a very unique environment and customization is a MUST for us.
Proseasy tool, support availability
Conssome versions have too much updates until you get to the next version missing the mobile version

Vendor Response

By TechExcel on April 11, 2017
We're glad to see how much you enjoy ServiceWise and how it's enabled you to do your job quickly and effectively. We are about to release our mobile app with our new 10.1 version. I'll make sure you get an invite to the webinar for the new release. Regarding the updates, we do offer monthly patch updates but you don't have to apply the update unless you'd like to. Thanks again! Brian
Source: Capterra
April 11, 2017
Nathan H.
Project Coordinator
Unspecified
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
5/5
Customer Service
5/5
Features
3/5
Value for Money
4/5
Reviewer Source 
Source: Capterra
April 10, 2018

“I would receive 'tickets' through the system and then assign these to individuals to complete.”

ProsEasy to input requests. New users can quickly learn how to submit various requests. Also, attaching small files was easy. It can also handle thousands of requests and keeps great records. 10 year old 'tickets' were available in complete detail. Also allows everyone involved in ticket to conversations.
ConsThere is no user input validation so someone can submit blank/incomplete requests. It was also difficult to assign work to more than 1 person at a time, so if two departments had to do the work, only 1 was assigned so that can create frustration.
Reviewer Source 
Source: Capterra
April 10, 2018
jack c.
Unspecified
Used the software for: Unspecified
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Source: Capterra
January 11, 2017

“This is a very flexible product that allows you to do whatever you want to do”

OverallThis is a very flexible product that allows you to do whatever you want to do. You can design workflows; you can send notifications in a certain way; you can integrate a document or an attachment; you can use a special report. I would definitely recommend ServiceWise. This product is very flexible, you can choose the way you want to choose the way you want to design it. ServiceWise has the flexibility and the powerful function
Source: Capterra
January 11, 2017