User friendly with some great features

What are the best aspects of this product?

The best aspects of this product is the ability to postpone tickets to come back to, creating folders for grouping customer contact so that we can easily track issue or contact volume and that all contact with our customers whether it is phone, email or chat can all be logged in one place under one ticket.

What aspects are problematic or could work better?

The line breaks in the tickets make it difficult for our suppliers to read if we forward a ticket on, and you can't call out from live agent whilst you are on another call.

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

The ability to be able to call out and the line breaks in forwarded tickets to be removed.

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

Delayed response times, tracking from manufacturers and suppliers, and keeping track of issues and problems.

Are you a current user of this product?

Yes