5 out of 5.0, Reviewed Nov 9, 2016
Quick implementation and integration to existing systems meant that from day one we were seeing the benefit of such a system. Deciding on a solution is always a lengthy process, but a clear and concise roadmap and feature comparison helped narrow down options.
Understand the use of such a tool across all domains first, and quickly discover the tools that have the 'Must have' features through reviews and comparison tables. Too much time is spent thinking and not enough on trying.
Ease of use, comprehensive features and ability to be up and running in a small timeframe. Support for the service is also at a high standard
At times it's nice to have more options for more complex filtering of support tickets
More availability to the reporting functionality on the lower level offerings.
Have a clearer focus on what it is we are looking for - specific features/services available. Realise the extent to which reviews through various analysts can give a quicker overall view of the top vendors.
5 out of 5.0, Reviewed Jun 16, 2016
The vendor has been helpful in every aspect, they have done web ex to help when we got stuck.
Make sure you weight your decision on what products to go with based on what is important to you, not so much on what the product is not doing.
Very easy to implement, low-cost even if you use the phone option. Clean look, easy to use.
Nothing, have been great to work with.
Improve the ability to create documents that call API's. Improve the ticket search function.
Maybe some training, since we did not realize how powerful the solution was until we started playing in it.
For what we were using it for, this product meet all of our needs.
Easy to get answers.
Very easy to integrate, we chose to use a CSV import. Simple to implement.
4 out of 5.0, Reviewed Mar 8, 2016
Found them via Google and took advantage of the free trial.
Multiple modes: email, web, mobile app. Very fast response time.
You can only log into one organization from the mobile app.