Superb software

What are the best aspects of this product?

First of all, I like its simplicity it doesn’t take lot of time to learn it. The process of adding multiple assignes to one ticket and escalating to other groups is useful. I really like this ticketing programs, the reporting aspect is powerful and we are able to create own reports based on specific criteria. The customer gets notification when closing the ticket.

What aspects are problematic or could work better?

I think that it slows down the flow when working on or opening a ticket. The other thing that seems awkward is the fact when lot of people work on same ticket only one person who closes the ticket gets the credit.

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

We can track every step of the process and we get full visibility of all performances.

Are you a current user of this product?

Yes