iSupport

Tech tickets and engineering support. The best thing about iSupport is the ability to make custom views and filters. For instance, I have my view set up so I can see when the case was opened, the priority, product, and the customer. I also set it up so if any case has not been updated for 5 days it will turn red notifying me that I need to update the customer.

Incentivized

• Very organized
• Easy to track and follow-up
• Great for engineers to prioritize and track all incidents and product related requests that are needed. The real time email system is great exposure across the company as well.

Incentivized

• Although it's great to have everything in one place, it can be a little hard to read sometimes in terms of the amount of tickets and being able to decipher between multiple [issues]. Color coordination might be able to help with this for example.

Incentivized

• Saves time and positive ROI as we don't take the time anymore to hold meetings to discuss all incidents. As a software tool, it is amazingly customizable and gives us tons of control over what each department, support representative, or user can see. This is important for us because we have currently 2 separate support departments using iSupport as well as confidential and personal information that goes through the system.

Incentivized