iSupport

Users have found that the software is extremely helpful in tracking all activities related to tickets. It allows them to keep a detailed record of the working details and the teams involved in resolving each ticket. With this software, users can easily track the status of issues and monitor works in progress. They can also keep track of email chains, ensuring that all relevant information is readily accessible. The ticketing system feature has been particularly valuable for managing customer queries and complaints, as it generates tickets with unique IDs. Additionally, the software provides a range of useful features including incident management, ticket tracking, user work review, and measuring time spent on tickets.

Many users have implemented this software as a help desk system to efficiently route tickets between different internal groups and manage workflows. It has proven to be a valuable tool for support tickets, asset management, and change management, allowing users to effectively track and resolve tickets for better customer service. Some users have encountered challenges with the software, expressing frustrations due to its lack of alignment with their company's direction and desiring a more intuitive application. Others have struggled to find tutorials and documentation to fully leverage the software's features. Nonetheless, it has been widely used for gathering metrics on cases, organizing them by team member and level of support, and managing support tickets for internal IT teams.

The software has also been utilized to assist customers in learning how to work with the system and handling technical difficulties. Users have praised its ability to onboard new customers smoothly during migrations from other systems while accurately tracking customer incidents and hours worked. By integrating assets and customers, the software provides robust reporting features that enable users to gain insights into their operations. It has been extensively employed for establishing an ITSM Service Desk tool for Change, Incident, and Problem Management.

One of the key benefits experienced by users is that the software brings all incident information into one central place, addressing previous issues related to tracking accountability and lengthy wait times. Collaboration among support representatives is made easier, allowing for efficient and effective ticket resolution. Although the ticket creation process may still be manual in some cases, this software has greatly simplified support for customers. It has also served as a powerful tool for centralizing IT knowledge and processes within organizations.

The software's integration with email has been highly appreciated by users, as it enables them to receive notifications and updates on their tickets directly through their inbox. Customers have found the software easy to install and use, with fast and friendly customer service and support available whenever needed. Moreover, it has received high recommendations from users regardless of company size. Its stability, ease of setup and customization have made it highly recommended for smaller companies. Furthermore, the software has received praise for its seamless integration with Windows environments and excellent customer service.

While some users describe the software as complex, they also note that it is a powerful tool that is easy to learn and can meet various business needs. Users have found it easy to configure and maintain, thanks to regular updates and helpful support staff. In fact, many IT members express their appreciation for the product's ease of use. The software has proven to be versatile, being used throughout entire companies and across different departments as the main tool for tracking incidents and service requests.

Automation and real-time email functionality are among the features users love about this software. Users highlight its ability to easily add team distribution lists for quick ticket visibility. The software also helps track communication with vendors, reducing the likelihood of dropping any important information. Overall, users appreciate the software's stability, ease of installation, customizable features, fast customer service, and its role in streamlining ticket management processes.

In conclusion, this software offers a range of valuable use cases for businesses of all sizes. It facilitates efficient tracking of tickets and activities, provides a comprehensive ticketing system for managing customer queries, and streamlines workflows within organizations. Despite some challenges faced by users in terms of alignment with company direction or finding tutorials and documentation, the software's benefits in terms of centralizing information, simplifying support processes, and integrating with existing systems make it a recommended choice for incident management, change management, and support ticket resolution.