Great as a ticketing system but capable of much more

What are the best aspects of this product?

The best aspect about the product is the Adhoc Reporting. You can pull out your own metrics and create reports to suit nearly every situation you can think of...
We use Kaseya BMS solely as a ticketing solution. We created our own report to export a summary of the tickets and time entries each month for each customer as a PDF file including a custom header to brand it our own. The end of the report calculates the billable/non-billable time and different work categories which is handed to our accounts department and then onto the customer with the invoice...with a little more work the billable summaries could be imported directly into MYOB tying our helpdesk ticketing system with our accounting software.

What aspects are problematic or could work better?

Everything can always be improved, for us it will be more work in the Adhoc Reporting module. Currently Exporting to anything except HTML has formatting issues where special characters are converted to HTML Entities, currently we export to RTF run a macro to convert these to readable text and export to PDF (which is a little double handling but acceptable for now)

What features/services would you like to see in future versions of this product?

Speed...often there's a slight delay clicking on an item before it's displayed.
Mobile App...I'd like to see a mobile app.

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

This product has more features than we need...however it's a good ticketing system at a reasonable price.

Are you a current user of this product?

Yes