Users love its squeaky clean interface.

What are the best aspects of this product?

It doesn't come bloated with unecessary features. It has a strong help desk. Its self-hosted variant is a cool addition. We ended up picking this product for its self-hosted capability, but the company recommended us to settle for the hosted variant --- a decision that changed positively changed the way we handled things. I found "automation" engine a big help as well as their JIRA integration, and mobile applications. All in all, it's a priceworthy platform.

What aspects are problematic or could work better?

Their asset management moduel is somewhat too basic (although it's capable enough of getting things done). Twitter integration is nowhere to be seen. The knowledge module can do the job, even without a user forum in sight. Once in a while, their search engine suffers from stutters, especially when lookin up abbreviations or not-found-in-the-dictionary words. iOS push notifications tend to break sometimes.

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

We work at the IT department in a healthcare facility that deals with employee issues. My team uses this platform a lot in their smartphones.

Are you a current user of this product?

Yes