Functional and user-friendly

What are the best aspects of this product?

All communication channels with customers in one. Ease of ticket routing between agents and departments. Tag reports, Agent reports/ availability.

What aspects are problematic or could work better?

Nothing to mention

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

Possibility to "return" the ticket which was just sent in case if you notice some mistake (basically system keeps the ticket on hold for 20-30 sec before actually sending it)

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

We are having all the channels of communication in one place and can see all the interaction we had with a particular customer

Are you a current user of this product?

Yes