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Easy to set up and use

  • By Chloe S.
  • on 11/25/2019

What do you like best?
I like that this product is free for up to 10 users, and very easy to customise.
I am able to set my own SLAs and add additional custom fields to my support requests to allow for better reporting.
I also like that I can set which fields are and are not mandatory upon resolution so I can ensure I am capturing suitable information for reporting, but can streamline to keep our process efficient.
Email integration was also very easy to set up.
What do you dislike?
This app can run slow at times which impacts our business, specially when the entire support team require this to work.
The mobile app is not very user friendly and does not show enough information to give suitable monitoring from mobile which is a shame.
The dashboards are not very configurable and don't give many other options of views.
Reporting is complex to set up, but does work well.
What problems are you solving with the product? What benefits have you realized?
1. Better SLA monitoring- made simpler with quick view on items approaching SLA limit.
2. Email integration- does collect emails so we don't have access to these in another mailbox.
3. Auto-responder on email tickets, this was really quick and easy to set up and gives customers confidence that we have recieved their request and are looking at it, preventing us being called after a customer emails in.
4. Customer reports- Whilst these are a bit fiddley to put together, they do cover a lot of information and allow us to build reports that include our own custom fields we capture on support requests.
Recommendations to others considering the product:
For a free option, it is hard to beat, there are better paid options out there but for a small business, I would highly recommend this as a solution. We will be continuing to use this even once we pass the ten user limit.


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