Complete help desk solution

What are the best aspects of this product?

Agiloft admins as myslef are lucky people, because they have an amazing control panel to edit features as they want. We are much more independent from customer support, in the sense that we solve problems internally, involving only consultants or some light engineering. My personal favorite are permissions becuase I am the one in charge of deciding who is going to see what in the database. The permissions brak down to user level, and that helps me stay organized.

What aspects are problematic or could work better?

Data changes can go out of control, but that's not that bad because you can easily recover data you've lost. The problem happens while you're actually changing something, the process is really slow.

What specific problems in your company were solved by this product?

Our specific problem of 'Where the hell is my request' is now solved, and we now who should be held accountable for each department. Both managers and requesters know the status and location of their requests, meaning that approval and solving happens much faster than before. The Help Desk, on the other hand, is useful fo help issues, and it tracks them to enable my department to provide client support. Working with it is easy and streamlined, and doesn't require doing tones of paperwork on every step. Another department that asked me to give special thanks was the IT one, they really like solving cases with Agiloft.

Are you a current user of this product?

Yes