4 out of 5.0, Reviewed Jun 14, 2016
Quality product with good mobile experience.
Start small, develop a POC in a single business unit.
Fast, nimble, can be branded.
Look at integrations with more traditional IT systems (e.g. Microsoft CRM).
4 out of 5.0, Reviewed May 11, 2016
Implementation was easy, and knowledge base and support were effective. The initial selection was much easier than with other vendors.
This is a viable solution for replacing on-prem service desk tools. If you are looking for a change and problem management this is not the tool for you.
The Help Center functionality, as well as the responsible support.
Lack of change and problem management.
Further, explore the change and problem management capabilities. In a rush to move to the cloud in a cheaper cost model, we failed to properly explore how important these factors were to us.