What do you like best about the product?

It's easy to set up workflows, integrations, and manage everything. Customer support is very responsive and helpful and I'm always able to contact our dedicated team if anything is urgent and needs attention immediately.

What do you dislike about the product?

I would like a better way to group similar cases together rather than having to link them all together using link cases, as this is not transitive. If I link case A and case B then link case B and case C, case A and C are not associated directly. I would like to have a way of either creating an "incident" that contains multiple cases, or create a "web link" of sorts where anything within this web link is associated with everything else in the web.

What problems is the product solving and how is that benefiting you?

It allows us to aggregate all of our clients and all of their tools into a single pane of glass and run automations based on normalized data that we've configured from each tool.