What do you like best about the product?

One of my favourite features is simply that I can group tickets by organisation I have multiple schools that I support on a weekly schedule, I love that I can quickly and easily highlight the tickets for that school when I am on site. This really helps to focus my work, so that I can efficiently work through tickets which in turn helps me to provide great customer support.

What do you dislike about the product?

When creating a ticket or adding a comment to a ticket, the default is to email the user. I don't like this feature. In my line of work, the most common thing for me to add to a ticket is a note. I have in the past accidently sent a note as an email - thankfully the note was appropriate to send . However this may not always be the case. I would prefer if either as an individual user can I change the default, or the company administrator could do it for all of field engineers.

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

To efficiently manage incoming tickets. this allows for quicker and more thorough support