An awesome help desk platform!

What are the best aspects of this product?

It's cloud-hosted. So expect remote access to it from just about anywhere. I can even access it through my smartphone. Customer service is exceptional. I get responses quickly and the agents are always looking forward to helping you out.

What aspects are problematic or could work better?

There's really nothing much to hate. If I'm nitpicking at things, then I'd say their sub-tickets/children tickets are lacking. I'd prefer taking a task and templating a number of parts of a task into separate tickets. I guess that's more leaning towards a project management functionality. But then again, it'd be nice to have something like that.

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

It helped me keep up with the latest issues. It's challenging keeping track of issues only through e-mail. The tracking functionality of the help desk is great for me. Being able to track issues from the past. I love referencing which solutions resolved similar problems in the past.

Are you a current user of this product?

Yes