What are the best aspects of this product?
I like how you're able to "gamify" the ticketing process. The system contains pre-installed games that offer rankings and rewards for service individuals. This helps motivate them so they get to serve customers better. The important part with Facebook are the tag that are being applied whenever a ticket gets updated. Within the ticket view, you get to see a blue tag per ticket that received a response and a red dot represneting the ones that have been overdue.
What aspects are problematic or could work better?
At times, tickets can take a long while. New entries are difficult to spot as they tend to quote older e-mail threads. This holds true whenever a person includes a note. It would lead to another note being made automatically from an agent saying that a note was made. Thus, new entries are hard to spot as well those who wrote those entries.
What specific problems in your company were solved by this product?
Support e-mails can now be contained within the ticketing system for the team to manage them. We also possess reminders and service levels. Not only will we acknowledge customers of their problem, but service reps can be notified immediately whenever a new ticket is made. Canned responses and automations saved us a lot of time. I make use of canned responses frequently while automations are intended to keep us organized and ensuring tasks are automatically accomplished.
Are you a current user of this product?
What is your role with this product?
How long have you been using this product?
What is your company size?
More than 100 Employees
What is your industry?
Professional Training and Development
How many people in your company actively use this product?
How long is your contract with the vendor?