Billing of hours in a project made easy

What are the best aspects of this product?

To start off, the software offers an intuitive and simple interface. You do not have to spend much time training the staff on how to use it. When it comes to ticketing, it makes everything easy for us. Each ticket as assigned to a user which allows you to manage all the tickets with ease. It is simple to set up the tool based on the needs of your business and also offers the right control for your staff. On top of that, it is cheaper when you compare with other similar tools in the market and thus efficient.

What aspects are problematic or could work better?

The grading or review or rating system for our support staff based on the tickets completed was not that effective. It took time to respond to when we complete or close a particular ticket. Whenever we would mark a ticket as complete, we expected that it would send a review questionnaire for that particular ticket. However, we did not get that as the ticket would still indicate that it open while it is complete. The response took weeks which made this feature unreliable for staff rating. This meant that a review would be sent weeks after the complete or closure of a ticket. In the end, we had to turn off this feature as it was not of help to us.

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

It has helped us with our billing tasks. Whenever tickets are sent out, they need to be billed accordingly. Before we could implement this tool, such billing was not up to standard which was an issue. The reason was that we were unable to manage the high requests we got from customers and thus missed out on this severally. Luckily, we can now track all the tickets with ease as when we receive a ticket, there are notifications which are sent to the project manager and his team. After that, a quote is given and tickets assigned to users. In short, it has managed to streamline our ticketing tasks.

Are you a current user of this product?

Yes