What are the best aspects of this product?
I like the simplicity and ease in setting things up. I find it easy to generate tickets and keeping track of progress. I can also send out messages by means of a web-based console. I can't get enough how smooth it is to make it through with this nifty tool.
What aspects are problematic or could work better?
There have been instances where the software would suffer a glitch or two. A case that's been assigned to a case to more than an agent within the IT department will be significantly be affected when this happens. Aside from that, downtime will be experienced leading to confusion to staff members.
What specific problems in your company were solved by this product?
Problems experienced before: downtime with the staff, allocating of IT materials and user and asset management. Benefits felt: keeping track of the average time in completing different case types and having the ability to troubleshoort issues. This is because the staff can upload screenshots of the ticket. Hence, the process is expedited.
Are you a current user of this product?
What is your role with this product?
How long have you been using this product?
Less than 1 year
What is your company size?
What is your industry?
Did your company use a different software before this one?
How many people in your company actively use this product?
How long is your contract with the vendor?