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Recommended
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Higher Education,
Used daily for 2+ years
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We have our helpdesk using this every day. We get very few user complaints about the ticket system itself.
Admin tools for automatically dealing with tickets are great. Actually handling tickets is very easy, as is adding internal notes.
Agent ability to search tickets is lacking. We had to make some changes to let our supervisors see every ticket message even if it is deleted by an agent. We could never get the knowledgebase to work the way we wanted. Sometimes it is not clear who is getting copied on any specific ticket reply.
Ed C.
Education Management, 501-1,000 employees
Used daily for 2+ years
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Just a very nice, easy to use helpdesk service.
Layout is nice, many great features, customize-able, good price, very easy to use, very easy to set up and implement.
Customer services stinks. If anything goes technically wrong their tech support is outsourced. The workers work 9-5 so the only way to talk to them in the USA is by staying up until 2am. The tech support that you talk to during USA hours are fairly helpful with basic things but take a long time to get back to you.