Easy to use and easy to train employees to use. I like that I can insert pre-written responses and the knowledgebase feature.
What do you dislike?
The search is horrible. If I need to find a previous email from a customer, I have to know their email address. Searching by name and keywords rarely works. I don't always have the email as I remember talking to a customer about an issue but don't know their name, etc. So I have to go through every single closed ticket to find the issue. It is so bad that I've thought of switching solely for this reason.
What business problems are you solving with the product? What benefits have you realized?
Have a way for employees to check email when I'm not in the office.
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