What are the best aspects of this product?
SupportEngine Plus makes it easy for us to create, close, and respond to tickets. The system is also ideal in tracking content and multiple accounts. I also rely on the system for accurate professional service hours billing. I love how I can customize my reports as well.
What aspects are problematic or could work better?
There are certain features I think should be improved upon. For instance, I can't edit anything on the summary window for the account after opening it from the account ticket. If I need to update the account, I have to go through multiple steps, from saving the ticket, go the accounts section, search for the account, etc. It would have been easier if I could go to the account page and modify the information there.
What specific problems in your company were solved by this product?
SupportEngine Plus is a great tool in tracking help desk tickets, professional service hours, as well as software maintenance contracts. With its automation functionality, tracking data is more simplified than ever.
Are you a current user of this product?
What is your role with this product?
How long have you been using this product?
Less than 1 month
What is your company size?
What is your industry?
Did your company use a different software before this one?
How many people in your company actively use this product?
How long is your contract with the vendor?
Less than 1 year