It’s a stable platform for customer support

What are the best aspects of this product?

There are a lot of things I like about the software but I guess the one that really tops the list is how it has been able to meet any challenge we've through at it. It's really flexible and has kept us ten steps ahead when it comes to looking out for our customers and resolving any issues they may have with the business. It's just one platform, but it's got features like multi-lingual and multi-tenant support. I've also been able to use this software in making sure that there are multiple tickets flows agents can work from, and that sophisticated workflow option is something I don't always encounter. This software has been with us as our business has grown and I am happy to say that it has grown along with us and the needs of the time. Another thing I like about it is the GoodData integration, because it has allowed me to check on the workflows and how well I and the team are performing.

What aspects are problematic or could work better?

As for improvements, I would really like a compact mode, as well as other options when it comes to the UI. Maybe introduce other ticket status options? I also wish that there was a better price point for us but that's something that doesn't really involve the product.

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

It's helped us solve a number of things. For one, we've been able to simplify a number of workflows and even bring in third-party information, thanks to us taking advantage of the software's custom app development feature. it's allowed us to cater to needs that are unique to organization, and I can't stress enough how great that is. It has also made communication clearer, since external and internal conversations can now be unified. Its integration with Trello as well as our own products have also been a big help in streamlining our processes. It's also really user-friendly, especially when your team has a lot of skills at their disposal.

Are you a current user of this product?

Yes