What do you like best?
A simple interface for ticket creation and incident management.
Ability to generate reports on incident tickets.
We also use ticket templates which makes our life easy to clone them.
The audit functionality is cool and gives a complete history of events.
Integration capability with our business tool is hugely helpful.
What do you dislike?
The Search ability can be a very tedious task and most of the times a ticket gets re-routed to the default home page. This might not be a problem for some of the use cases where the search fields are more controlled.
Frequently there can be a lag while doing parallel searches.
Attachments to replies within tickets do not get auto attached.
Recommendations to others considering the product
Great tool to track issues/problems from customers or external sources.
Easy to generate complete Service Incidents reports on demand basis.
You should definitely give this tool a for Incident Management purposes.
Easy to use once you learn. However, transition period is long.
What business problems are you solving with the product? What benefits have you realized?
Tracking change management progress with Customers.
We also use S-Now for online chat & support.
Incident tracking has become easier in our Organisation. We manage vendor/partner issues via S-Now and it is our primary application for change management.