Remedyforce

RATING:

4.33

(9)

What is Remedyforce?

Remedyforce is a service management software built on a Salesforce app cloud and provides reporting, knowledge management, incident and problem management features. The software provides a service desk system so that users can manage issues and requests for service, while tracking data and presenting it with interactive reports. Remedyforce provides a platform with built-in ITIL best practices and automated self-service capabilities that all...

read more
My Dashboard
Slide 1 of 6

How much doesRemedyforce Cost?

Price starts from 50.00

Free trial: unavailable

Free version: unavailable

What Features doesRemedyforce offer?

Top Remedyforce features and user ratings for each are:

Ticket Management

3.7

(3)

Access Controls/Permissions
Alerts / Escalation
Approval Process Control
Archiving & Retention
Asset Tracking
Assignment Management
Availability Management
Baseline Manager
Calendar Management
Call Center Management
Capacity Management
Cataloging/Categorization
Change Management

What Deployment Options doesRemedyforce offer?

Remedyforce offers the following deployment options:

Cloud, SaaS, Web-Based

Remedyforce does not offer:

Windows (Desktop)
Chromebook (Desktop)
iPhone (Mobile)
Mac (Desktop)
Linux (Desktop)
Android (Mobile)
iPad (Mobile)
Windows (On-Premise)
Linux (On-Premise)

Remedyforce Reviews

Overall Rating

4.33

Ratings Breakdown

Secondary Ratings

Ease-of-use

4.5

Customer Support

4.5

Value for money

4.5

Functionality

4.5

Most Helpful Reviews for Remedyforce

1 - 9 of 9 Reviews

peter

51-200 employees

Information Technology and Services

Less than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

Reviewed November 2022

My Days On Remedy

OVERALL RATING

5.0

EASE OF USE

5.0

VALUE FOR MONEY

5.0

FUNCTIONALITY

5.0

Remedy is a flexible system to use for ITSM.

PROS

The ticket management feature of Remedy is ease to use even as a novice. It is ease to filter for all Service request relating to your department and you can actually spool a report to support your audit. I like the fact that SLAs can be monitored to assist resolvers prioritize which request to resolve first.

CONS

I don't like the fact that I will have to request the admin to share a report of all my resolved tickets, I should be able to do that myself.

Pauline

Computer Software

Less than 2 years

Reviewed October 2015

Fewer Platforms = Improved Service

OVERALL RATING

4.5

EASE OF USE

4.5

CUSTOMER SUPPORT

5.0

FUNCTIONALITY

4.5

PROS

Remedyforce brings the processes of ITSM to the force.com platform. With all of the data on a single platform, you can eliminate the black hole that typically exists between your Customer facing service/support teams and your dev Ops/IT teams. Easy to implement and very flexible, and simple to roll-out because for teams already using Salesforce, there is no new interface to learn, it is simply a new tab on their desktop. Remedyforce has all of the components of a strong ITSM tool - Incident mgt, Service Requests, Change Mgt, Problem mgt, CMDB, workflows, etc. Since it is built on the force.com platform, your developers and administrators can support both systems, no need to bring in another skill set which simplifies your support and ongoing development of the tool. BMC is a great partner who has been in this space for years. They are not just a vendor, but work with you as a partner to share their insights, with continuous enhancements via the Saas platform. If you have an IT challenge, they can leverage their vast knowledge of this space to get you an answer.

CONS

There are some products on the market that have a few more whistles and bells, including some of the other premise based BMC products.

Chris

501-1,000 employees

Higher Education

Less than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

Reviewed June 2022

Not the best

OVERALL RATING

2.0

EASE OF USE

2.0

FUNCTIONALITY

3.0

Was glad we switched and so were most of the co-workers I talked to.

PROS

It provided reporting on the most important things.

CONS

Overall usability was lacking. The system seemed too convoluted and was not intuitive. Reporting seemed to be limited as far as capabilities.

mike

51-200 employees

Information Technology and Services

Less than 12 months

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

Reviewed August 2022

Remedyforce Console - User Perspective

OVERALL RATING

4.0

EASE OF USE

3.0

VALUE FOR MONEY

4.0

CUSTOMER SUPPORT

3.0

FUNCTIONALITY

4.0

We migrated from Microsoft Service Manager to Remedyforce. Some of the historical data from SM was imported into Remedyforce, and for the most part is working well.

PROS

We primarily use this product as our ticketing system. As an MSP, we support multiple companies, and users are able to open their own tickets either via email or entering them in the portal.

CONS

Tickets with multiple Tasks do not have the ability to enter time worked on the individual task, only the main ticket.

Reasons for switching to Remedyforce

SM was not designed for multi tenant system. Remedyforce allows for this.

Nikhil

Computer Software

More than 2 years

Reviewed October 2015

Great Product !!

OVERALL RATING

5.0

EASE OF USE

5.0

CUSTOMER SUPPORT

5.0

FUNCTIONALITY

5.0

PROS

It is based on the very widely used BMC ITIL practices. It makes us of Salesforce technologies which lets you distribut this product very easily and connect with your existing customer base.

CONS

This product has served all the functions very well. nothing comes to my mind as i don't like about the product.

shannon

Computer Software

More than 2 years

Reviewed September 2016

Sales Manager

OVERALL RATING

4.0

EASE OF USE

4.5

FUNCTIONALITY

4.0

PROS

I would recommend this product. We have had no issues with it and it is a great way to track requests and processes.

CONS

That I do not have an understanding of it's full scope. I use it on a very limited basis and feel like it could be incorporated more.

Kellee

501-1,000 employees

Computer Software

Less than 6 months

Reviewed November 2016

helpful product for IT department

OVERALL RATING

5.0

EASE OF USE

5.0

FUNCTIONALITY

5.0

We use Remedy for our ticketing system in my IT department. This is the one system I am in and out of all day. There have been upgrade periods that have been a bit painful to get through but other than that the product is great for what it is intended to do. It is easy to navigate and has a lot of features that I do not necessarily use often but enjoy having the options. I have noticed that there are several ways to do the same thing, which is nice but could be confusing to an end-user who is not tech-friendly. Overall I like Remedy and would recommend it to others as an effective product for a ticketing system.

PROS

Easy to use, lots of features

CONS

different web browsers changes appearance/features

Rick

5,001-10,000 employees

Management Consulting

Less than 6 months

Reviewed December 2016

Outstanding Product !

OVERALL RATING

5.0

EASE OF USE

5.0

VALUE FOR MONEY

5.0

CUSTOMER SUPPORT

4.0

FUNCTIONALITY

5.0

We've been using Remedyforce for two years now. Our Customers and Techs keep find easy to use, ease to access and it has become a product they all depend on. Our initial set-up from software download to Production rollout was less then 90 days ! We are still finding innovative ways to use Remedyforce for our Customers needs. Remedyforce has proven to be a very successful and dependable tool !

Jose María

Computer Software

Less than 6 months

Reviewed October 2015

Powerfull and intuitive Service Management

OVERALL RATING

4.5

EASE OF USE

5.0

FUNCTIONALITY

4.5

PROS

Easy to customized and fast to work with software. Salesforce gives you all security and support you need on a cloud base solution. Remedyforce is fully alligned with ITIL processes and could be implemmented just following the easy templates included in the solution.

CONS

I miss the chance to create new proyects within the product. Remedyforce is not yet certified by Pink Elephant in any ITIL processes even thought you can implement them, and It would be great if we could get this SW on premises as well.