What do you like best?
The customer service. When I reach out to the Nextup Team. They reply via chat within 3 minutes every time and are very knowledgable about the functinalities of their product, as well as its limitations. However, they are always willing to provide clever workarounds.
What do you dislike?
Right now my biggest issue is the lack of the functionality to attach images or files to Tickets... mostly because my company regularly attaches Screenshots to our tickets. HOWEVER, I requested a quick workaround with the team, which they deployed in 3 days... and then placed the larger feature request of adding images as a priority in their development pipeline. Really great example of a company listening to their customer pain points to prioritize feature development.
Recommendations to others considering the product
Read the documentation! It's not too long and very helpful!
What business problems are you solving with the product? What benefits have you realized?
Saves me about an hour a day logging tickets, adding and viewing comments. And it completely overhauled our Bug reporting / logging process for the non-technical members of my team. Instead of telling me 50 bugs a day, they use a simple slack command to log them.