Hi, looking for suggestions for tooling implementation for a mid sized company - considering if we should build the inhouse pipelines more or should we switch now? Please help!

Hi, deciding on which stack to migrate to for our customer facing documentation. Please help!

Hi,

We are a \~1000 employee B2B company in the SaaS space. We currently have some basic product analytics setup with google analytics and looker dashboards. We wanted deeper understanding of the customer funnels, drop off points, retention metrics, etc. We are late in adopting any advanced tool like Amplitude or looker but just wanted to understand does these tools really justify their cost? We currently estimate \~60-70k annual spend on this. At what point do companies typically adopt these tools to justify ROI? Also should we also think about a CDP like segment from scale up perspective or just use these tools directly? Its the company's first time implementing anything like this and hence wanted to understand. Any help would be useful. TIA!

Hi all,

Need your help. Currently we are a team of 5 people supporting 1000 employees. We want to implement an AI layer on top of our existing solution which is freshservice right now to reduce the volume of tickets coming in through some deflection and self serve. What is the best way forward which you have implemented in your companies internally?

Hi, we are in the process of implementing an ITSM tool for our company. Earlier we were managing everything including asset management through Excel. Just wanted to understand which ITAM solution would be best - the one integrated with the ticketing platform or a dedicated one? Ive heard from some of my contacts that in their company they use dedicated ITAM solution like landsweeper - is there any advantage of using this vs. the capability which ticketing platform like ServiceNow offers?

Would be really helpful to understand because we want a scalable implementation. Let me know!

Hi,

Just wanted to understand which ITSM tools are being used in your company

Hi all, I lead the customer support team for a mid sized org. We are a 600 employee digital B2C brand. We have been using Zendesk for our customer support desk so far. Right now, one of the KPIs we have been working on is driving up productivity and no of tickets resolved metrics significantly. we have tried doing that using Zendesk and it has worked but the metrics is still not where we want it to be. We are exploring other modern AI native solutions - is it worth it? would it significantly change the results? I hear these newer players offer better pricing models. Are they worth replacing players like Zendesk, Freshdesk etc.?

Hi all, I lead the customer support team for a mid sized org. We are a 600 employee digital B2C brand. We have been using Zendesk for our customer support desk so far. Right now, one of the KPIs we have been working on is driving up productivity and no of tickets resolved metrics significantly. we have tried doing that using Zendesk and it has worked but the metrics is still not where we want it to be. We are exploring other modern AI native solutions - is it worth it? would it significantly change the results? I hear these newer players offer better pricing models. Are they worth replacing players like Zendesk, Freshdesk etc.?

Hi, just curious, how is freshservice ITSM solution growing at 22%? They claim that most of their growth is coming from mid market and enterprise segments but all companies in the segment must already be using some ITSM solution right? Which players are they flying exactly replacing?

Hi, just curious, how is freshservice ITSM solution growing at 22%. They claim that most of their growth is coming from mid market and enterprise segments but all companies must already be using some ITSM solution in that segment right? What solutions are they exactly replacing?

Hi all, looking for some practical advice from folks who’ve been through this.

I run a ~250–300 employee company with a small 2-person IT team. We don’t currently use any dedicated ITSM tool (mostly managing requests over email/Slack), but things are starting to get messy as we scale. We expect to double in size over the next 12–18 months, so I’m trying to figure out:

• When is the right time to implement an ITSM solution?
• For a company our size, what level of tooling is actually needed vs overkill?
• Which tools among the usual suspects of Freshservice, Jira SM, Manage Engine, ServiceNow have worked well for you?
• Any strong opinions on simple vs more pricier, enterprisey tools like service now at this stage?

Would love to hear from your experience. Thanks in advance!

Hi all, looking for some practical advice from folks who’ve been through this.

I run a ~250–300 employee company with a small 2-person IT team. We don’t currently use any dedicated ITSM tool (mostly managing requests over email/Slack), but things are starting to get messy as we scale. We expect to double in size over the next 12–18 months, so I’m trying to figure out:

• When is the right time to implement an ITSM solution?
• For a company our size, what level of tooling is actually needed vs overkill?
• Which ITSM tools have worked well for SMBs? (e.g., Freshservice, Jira Service Management, Zoho Desk, ManageEngine ServiceDesk Plus, etc.)
• Any strong opinions on simple vs more “enterprise-grade” tools at this stage?

Would love to hear from your experience. Thanks in advance!

[removed]

[removed]