High customizable platform, however documentation and support teams are severly lacking
What do you like best about the product?
The platform is highly customizable. Custom dashboards for SLAs and ticket handling are good.
What do you dislike about the product?
Despite being highly customizable, they lack the support to guide teams through this. Ticket response time is horrendous and most of the time the support member is unhelpful, does not understand the request, or takes a long time to action on the tickets.
What problems is the product solving and how is that benefiting you?
We needed a solution to track SLA and ticket handling metrics, and consolidation of tickets.
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