Consult at a manufacturing company with 10,001+ employees
Real User
Mar 27, 2024
We mainly use it for incident logging. We'd like to add service request functionality, but we don't have the knowledge to configure the requests and the workflows properly. We'd like to integrate our workflows with the incident management, so we use it to manage our work better. We'd like to implement the service request feature. Right now, we just record everything as incidents. Some activities can take a long time, maybe one or two weeks. This makes it hard to maintain a good SLA, even if we work hard. So, response speed and workflow improvements.
Application Security Analyst at a tech services company with 51-200 employees
Real User
Jul 26, 2022
We've had some problems with the system shutting down about once a month. It sometimes takes five or 10 minutes to start working again but it can also take hours. I think they need to work on their UI and UX.
Help Desk Software facilitates efficient customer support by streamlining communication and task management processes for businesses. It enhances client satisfaction and supports team collaboration through ticketing systems, automation, and detailed reporting.By automating repetitive tasks and providing a structured approach to customer interactions, Help Desk Software enables support teams to perform more effectively. Teams can resolve queries quickly, leading to improved customer loyalty....
We mainly use it for incident logging. We'd like to add service request functionality, but we don't have the knowledge to configure the requests and the workflows properly. We'd like to integrate our workflows with the incident management, so we use it to manage our work better. We'd like to implement the service request feature. Right now, we just record everything as incidents. Some activities can take a long time, maybe one or two weeks. This makes it hard to maintain a good SLA, even if we work hard. So, response speed and workflow improvements.
We've had some problems with the system shutting down about once a month. It sometimes takes five or 10 minutes to start working again but it can also take hours. I think they need to work on their UI and UX.