The customization of the product is great. If you have a small to mid-sized organization and need help with ticket and request organization, then this product is great. It scales well and is feature packed conspired to more expensive products. It is very easy to setup and configuration. The product is completely web based which allows you to gain access to the system from anywhere. You also have the ability to access the system on your mobile device.
What do you dislike?
Support can be tough to come by. They have great knowledge base articles but if you start having bigger issues you might have to wait for support. We have been with this product for several revisions and support has gotten better as the product has matured. Updates to the system with new features and bug fixes could happen more often. Product is getting better at this as it has been around longer.
Recommendations to others considering the product
Best choice you will ever make in choosing a Help-Desk solution software
What business problems are you solving with the product? What benefits have you realized?
We were using a very dated and expensive help-desk software in a healthcare organization and needed to find something that we could tailor to our needs. This product exceeded all our expectations and we were even able to roll several other installs out to other departments in the facility to help run the maintenance and dispatch departments as well as the Help-desk.
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