Helpful for multiple departments
What do you like best?
The implementation was super smooth. Lucas in support was able to get our portal up and running very quickly and took the time to answer all of my burn-in questions. We use the product for our Technical Support & Facilities Teams and the ticket routing is easy to follow and understand. The ticket timer allows me to track what my help desk personnel are working on and establish expected timelines. This also allows for better planning when bigger projects are coming into focus and will require staff from the help desk queue to support.
What do you dislike?
In all honesty the product has only been in deployment for 6-7 months with my company and I have had zero issues so far. I have even asked my facilities guys who are less savvy on the technical side and they have had zero issues.
Recommendations to others considering the product:
Go through the trial and ask plenty of questions. Features that you might need may already be present in the product.
What problems are you solving with the product? What benefits have you realized?
Help desk guys get all of the tickets and escalate to me as needed. There are no more missed calls,. missed return calls, and questions about why a project was left undone. Greater than 90% of my end-users are now opening tickets either via the self-service portal or with email to ticket so there is always a record of the open issues that I can look at anytime.
