Trakdesk

What do you like best?

The reasons why I like Trakdesk are:

1.- Trakdesk has clean customer portal that allows for easy ticket creation.

2.- Customizable time tracking SLAs with support for custom calendars and start.

3.- It allows to automate response to our customers.

4.- Trakdesk has elements for case management, live chat and design a knowledge base.

5.- I only had interruptions in the service when updates are being carried out.

What do you dislike?

There are definitely some limitations to this platform that become more evident the more familiar you become with the system. There are similar limitations on SLAs, especially when there are end users that operate with different hours.

Recommendations to others considering the product:

The company I work for and our clients are satisfied with incident management through Trakdesk. The saving of time and money has been significant. I highly recommend the use of this software.

What problems are you solving with the product? What benefits have you realized?

Trakdesk has allowed the organization where I work to better position its customer service since we acquired this platform. We have received more positive reviews from our customers and we have increased our effectiveness of resolved tickets. It has also been a benefit to be able to automate the responses, so that our agents do not have to answer all the tickets.