What do you like best?
I support two different schools. While they are not far apart from one another distance-wise it is so helpful to use the SchoolDude iOS app on my iPhone so I can check for tickets that may have been placed after I left work or before I've gotten there. I can also see if there's something at one of the schools that needs my attention right away instead of having to go to my computer to check Incident every time. I also like that I can update a ticket in its notes.
What do you dislike?
I do not like the account setup for users and the fact that there is a submittal password. We use Chrome as we are Google users in both school settings and Chrome auto-remembers the last date a ticket was put in by a specific faculty member. If the user happens to change their password, it does not bring the submittal password along with it, so I end up having to reset passwords frequently. I also do not like that it defaults to Maintenance Requests when the primary reason the faculty are using SchoolDude is for IT (they have to manually select that option). I also do not like that when a ticket is assigned to me, I don't receive any notification.
Recommendations to others considering the product
SchoolDude is a great option to get attention where it needs to be in real-time. However, if you are trying to solve a problem such as when Internet is out, you probably want to look at a different solution as the basis for SchoolDude is ticket submissions.
What business problems are you solving with the product? What benefits have you realized?
We are trying to keep track of how quickly problems are able to be resolved. We are also trying to create a database of how frequently the same issues occur and what resolutions we were able to use for them. It is much easier to have a database like SchoolDude instead of having one off emails when a faculty member experiences an IT issue that can get lost.