Lack of Support for Enterprise Systems

What are the best aspects of this product?

Overall, the product is easy to use and does support the general ITSM/ITIL model, which is great for IT departments to follow. Setup is easy, and the general look and feel of the product is nice. There is some ability to customize the portal and emails, as well as add custom fields to each category form.

What aspects are problematic or could work better?

There is an overall general lack of support for this product. Most times, when you call in for support, you get a super rude customer service rep who dismisses your issue, or you get a voicemail box. There is no call waiting queue, so if nobody answers or nobody is available, you go to a voicemail box and are at their mercy for a call back (rather than waiting on hold for the next available rep). They recently upgraded their phone system (as their reps tell me), which is very spotty/lots of quality issues and dropped calls. In addition, they announced dropping support for Linux, which is no good--especially if you are looking for one tool that works as an all-in-one tool to support your IT shop. They only want to support Windows. They also need to work on the back end of the product--there are many places where you have to set a setting twice to have the effect you are looking for (which you only discover when things aren't working as expected). Finally, they dump SSO on to third-parties, which have limited support. Their support team won't help if you're having issues with SSO, and neither will the third party, as neither "knows how the other product works." Both tell you to "contact the other company."

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

Full support for Linux and a fixed back-end to the product. There are many places in the setup tab that are duplicated (i.e. you enable/disable something one place, only to later find out there are two other places to set the same setting). Better support for SSO (rather than dumping customers on a third party).

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

We needed an ITIL service desk tool with asset management.

Are you a current user of this product?

Yes