Very easy to use and quite easy for out clients to log tickets. Makes it easy for our customers to easily keep a log of their previous tickets. I also like the fact that it is easy to customise the software, with my limited knowledge of php I have been able to make adjustments as needed to integrate some of our other systems
At the time of introducing the OS ticket system our support desk was being overloaded by the number of support calls we were receiving. We had initially tried operating a call back list however this soon became unmanageable as it wasn't possible to add much detail regarding the issue faced by the user.
By introducing the ticket system we allowed our customers to log their issue directly into our support desk, Letting them upload screenshots and give detailed information about their issue. We were then able to send them relevant answers via the ticket system, request remote access or arrange a suitable time to call them.
This has had a drastic impact on the standard of our customer service.