TrustRadius
MicrosoftFlexible, Expandable, Full Featured Customer Support Portal2014-08-15T17:05:48.070ZParature is used primarily by the Customer Support team to support users of our Resource Manager, Analytics, and Impact solutions. It is also used by our sales engineers during evaluations, our professional services group, and engineering team. We leverage the "Download Manager" capability for software entitlement and delivery. In addition we make heavy use of the Knowledge Base module to provide customer self-service.,Parature ia an "All-in-One" solution that does most aspects very well. For us the key differentiator was the "Download Module". We provide our software electronically and we were able to use the Parature API to integrate with our entitlement systems to provide software delivery for our customers.
The Ticketing Module is top notch and is completely customizable. It has a very powerful workflow system which includes routing rules and time based triggers giving you a lot of flexibility when designing the process.
While not a feature of the product, the Customer Support team at Parature is top-notch. I don't need to contact them often, but when I do the replies are swift and detailed.,The Forums Module is minimally functional and not well thought out - it seems more like an afterthought to the solution. We do use this module, but as a broadcast-only system for product updates and other alerts. It works well in this limited capacity.
If you make heavy use of the Download Module you will find that you cannot "link" files into different folder structure. Our software is delivered in modules, some of which are common across product lines. I have to upload the same file multiple times in order to make it available in the various folder hierarchies.
The WYSIWYG editor is a bit cumbersome, and often inserts a lot of extraneous HTML. This is particularly difficult in the KB Module when authoring large documents.
There is a character limitation in the Ticket Module that causes the reply (from either the CSR or the customer) to be attached as an HTML document after the limit is reached. The information is not lost or truncated, but is not viewable in the context of the ticketing module - you have to open another browser window.,9,Customer Satisfaction has improved dramatically for several reasons. First, our prior solution was cumbersome and provided a very poor customer experience. It was also difficult to use from the CSR side. The Parature interface is clean and fast for both users and CSRs. In addition to creating a better customer experience, this allows us to process more tickets resulting in higher satisfaction. Overall, satisfaction is up approximately 60% since we deployed Parature and ticket throughput is up approximately 40%.
The built in reporting - and optional advanced reporting - are extremely powerful. We do make use of the advanced reporting module, but 80% of the data I use to run my business comes from the built-in reports. The reports are indispensable and I rely on them to make adjustments based on many factors including ticket volume, response and resolution times, performance against SLA, and CSR performance. I've been able to increase team efficiency by about 15% using this information.
Because Parature is used by Engineering, Sales, Services and Customer Support, there is a high level of collaboration that takes place resulting in better information sharing across the various organizations within Zenoss.,,8,8Rusty WilsonParature Ticketing Solution - Feedback/Review2014-08-08T22:27:12.610ZAs a technician within a college's Information Technology Support Department, we used Parature to track the issues reported by our user-base (students/staff/faculty) in order to enhance the level of service we could provide. Building a knowledge base of our most common issues with Parature allowed for faster response times, quicker problem resolution, and the proliferation of knowledge among employees.,Clean/Friendly UI. It was extremely easy to navigate around Parature's menus at a high level, and you could take advantage of the more robust features as you became more comfortable and familiar with how Parature operates!
Strong Knowledge Base. Writing KB articles or ticket summaries and making use of the search function within Parature allows for expedient recovery of past ticket information. Being able to search for a fix action, or at least a troubleshooting article that can guide you towards a resolution is extremely valuable.
Enhanced Notation Capability. Being able to send/post internal or external updates to a ticket is great! You can leave the wordy technical details for other employees while making sure to communicate the high-points and fix action to the end-user.,Integration. After working for a different tech company, I have come to realize how robust Parature really is. This comes at the cost of being able to "play nice with others". While my current company's ticketing software plugs directly into a multitude of other .NET applications as an Add-in, Parature is cut from a different cloth and has to be run independently.
Learning Curve. As a flip-side to the "basic level" ease of use, Parature has some complex functionality to it! While a user can read through tech references and help menus all day, a more intuitive design would make it easier for things like "issue association/categorization" or "filter open tickets by -keyword- in the problem description".
Ticket templates. While it may be in the works (or has already been implemented in some fashion), Parature did not have a template feature when I was actively using it. It would severely cut down on the time it takes to make/fill out a ticket with basic information if I could click a button for "Account Lockout" issues or to "Create New User".,7,Increased Efficiency. Parature problem tracking options cut down on the amount of tickets that engineers would initiate for essentially the same issue.
Employee On-boarding Turnaround. Parature is a relatively easy ticketing system to grasp, which makes it priceless for bringing new employees up to speed. Every minute not spent in a classroom or training environment just learning how to use the system is an extra minute that an employee can be working with customers on live issues!
Ease of Access. Having the Parature Portal makes it extremely easy to log into the ticketing system from any workstation and gain access to all the tickets that i've been working on. I am not confined to a single desktop or session, so I can gain access to my work from just about anywhere!,,7,7Brendon NewellParature from a user's perspective2014-08-08T15:39:34.887ZThe organization I was in was used by IT as a Helpdesk tool to capture, route and track Helpdesk tickets. I believe it was only being used by IT. The business problems addressed were that you don't have to be a rocket scientist to use it and that being a cloud based product made it easier to manage from an IT perspective.,Works pretty well with all web browsers
Does not need a ton of training to use
Reduces the time to input and track tickets allowing the technician to do what they get paid to do, concentrate on fixing things,Keep it simple - too many ticket routing tools like this try to do too much which ends up requiring more training time to use and makes it cumbersome for the user in production
Love the fact that its web browser based but I'd love to see a Cloud Client that can be installed on the workstation so the user has a choice,7,Faster ticket processing times
Fast implementation via Cloud,,7,Don't knowTerry MoonUCSC Conduct Office Review2014-08-23T22:53:23.230ZParature is being used by my department and by a few on campus. Parature is fairly new, but many other departments are gaining an interest in its uses and the multi-use products that Simplicity offers.,Parature is excellent at housing information and making it accessible.
Parature is excellent for anonymous and detailed communication with students.,Parature needs to desperately make viewing student files and incident reports more seamless. Getting bounced between areas makes it very hard to manage where you are at at any given time.
Parature really needs to bring back to sanctions tab at the top of each incident report. Hiding it under the incidents tab is inconvenient and not as user-friendly.
It would be really great if Parature could have a retract button. In case a Summons or a VRA goes out and is wrong. Or at least a feature that allows the letter to be altered after it is sent out, Like housed on the Parature system and then the student sees the most up-to-date letter, and we cut down on re-sending and retracting statements made in the letter during the summons meeting.,7,Positive: everything is housed in one place, we are paperless and we are efficient.
Negative: the bugs of this product make the above equally as frustrating. Also, some people don't use it correctly and going back and fixing their mistake is time-consuming. The reporting feature are also pretty flawed.,N/A,10Carrie CantyPara-TROOPER - A "die-hard" soldier of a ticketing system.2014-08-03T00:56:36.876ZCurrently, my organization uses Parature for our student and instructor support. It is not being used by our entire organization, but we have several departments that service tickets via Parature. It is terrific for providing quick responses, knowledge base article review/entry, and communication. Reports are easy to build and print.,Parature allows to mass edit tickets.
Parature will easily give you counts for each queue, folder, and sub-folders.
Parature has all the selections available to address a ticket professionally.
Parature has a mobile version that is extremely user-friendly,Once in a ticket Parature will not allow you to go to the next/previous ticket
The search options are a little broad in Parature.
Tickets sometimes default to a Work in Progress Queue (depending on your selection) without telling you.,9,Parature allows for better Customer Service
Can follow up automatically for tickets
Will automatically close tickets that haven't been responded to.
Allows customers to reopen tickets easily and not allow them to be missed.,,1Jamaal JohnsonSupport software for people who don't need support software2014-08-01T21:47:43.785ZWe previously used Parature for all our customer-facing support needs. Tickets came in via email or our support portal and were created in Parature. Then, a support engineer would triage and assign those tickets depending on the complexity. Ticket-based support allowed us to support more customers in a far more efficient manner than via phone.,It's functional. It does what it needs to do without too many excess frills or features.
Uptime was generally good and we were usually notified of any planned outages.,Reporting is barebones at best. If you need special reports, we had to go through Parature to have them built.
The use of frames on a website is very 1990s. It actually impacts usability of the product, especially when combined with how Parature handled sessions. An engineer could only work one ticket at a time which, honestly, isn't very realistic for a busy support team that is working on several issues at a time.
Support was often unresponsive when contacted for unplanned problems.
The knowledge base was not very friendly for clients and it provided no real encouragement for it to be used.
It took several clicks to do something as simple as edit and assign a ticket or to close a ticket.,3,Parature wasn't a very efficient use of time. It actually caused some slow performance due to the learning curve and inability to have more than one incident open at any given point in time.,BMC Remedy IT Service Management Suite,Salesforce Service Cloud,1,Login was simple to use,Assigning tickets required multiple mouse clicks, as did closing tickets
Use of frames and sessions did not allow us to have multiple support tickets open at any time
It was very hard to get useful reporting data from this application,Yes,3Verified UserDecent but not great.2014-08-23T22:32:37.058ZParature was used as a sole system of record for all our customer support cases, reviews, and feature requests. We used Parature to build our company's knowledge base for FAQ/help articles as well. It was only used at the the customer experience level.,Syncs all support emails into cases that can the be prioritized, monitored, and tracked.
Provides easy canned responses to common support questions helping save time.
Provides live chat.,Chat is not very steady. It often logs you out when you do not realize it.
Chat options, reporting, and so on are very limited.
Unfortunately, Parature's own support team is not very efficient.,7,Customer service has improved thanks to Parature's live chat feature.,,5Verified UserParature: Self Service Portal Success2014-08-16T15:14:48.435ZParature is used to allow clients to access our product support and help desk. The idea is for the service to cut down on live interactions with our staff. A year after implementation our call volume was down over 20%. As our knowledge database grew over time it has proven to be a more valued tool. The self service portal (and Parature) is used by our Client Service team (a group of about 25 members). The business problem the self service portal addresses is scaling our support offering as our client base grows without drastically adding staff.,Knowledge base- easy to use (as reported by our clients)
Ticketing system
Reporting- very helpful to monitor quality,Implementation- I think they have worked on improving this since we launched
Custom requests
Perhaps an interface with other business systems,8,The first year of the self service portal: client base increased 35%, calls to our service line actually decreased over 20%
Clients tell us they enjoy the ability to contribute to others success
Team retention has improved. They tell us that the self service portal has cut down on basic functionality calls. This allows them to focus on calls that are of high impact / value.
The self service portal has been a feature that has help in closing sales. Clients feel more confident implementation will be less painful as the tool is available anytime.,,10Verified UserParature - meh!2014-08-06T22:13:43.064ZI was using Parature when I was working at Blackboard Inc. The product was used as a CRM for our internal use and then was being used as a tracking/ ticketing system for our external clients. It was used only across Student Services and it addressed the problem of keeping track of of tickets and issues.,It has a lot of in depth features. They are almost to many of them.,The product is not user friendly at all. This needs to be worked out if Parature is going to make its mark on the industry.
The tickets system is sloppy at times and seems to have a mind of its own.
The custom version that was created for Blackboard was so up and down it was very frustrating
The back end of Parature is very complex
I believe with some major work the product could be great.,1,Tickets seemed to disappear in the data base.
The back end dynamics of the program as far as programming were so complex it was hard for our programmers to diagnose
There was no training offered and when you had to call in for support it took days or weeks to get a response.,Salesforce.com,1,Yes,1,nope,Every functions was a struggle
Custom reports were by far the most irritating
The usability was difficult to handle.
Logging in and that could be a struggle sometimes
There was no cross functionality to be able to switch from window to window
The reports were always hit or miss if things were going to time out or not,Yes, but I don't use it,1Verified UserMaximum versatility for high traffic clients2014-07-30T21:31:48.856ZWe manage the customer service of a client that purchases Parature service. Therefore Parature is provided to us. The project is in the entertainment industry and we use Parature to address customer questions regarding their products and websites. As for business issues, Parature is able to handle the diverse departments within the projects that need to be addressed. Adjusting filter settings and dropdown ticket values that customers need to input help get the right questions to the right people.,Parature is greatly diverse in the ways that queues can be set up. With just one service, the interface can be hyper organized to handle multiple departments and can therefore cover multiple related websites at once.
The filter and drop-down settings are fantastic. When events are being held on the client's websites, we can adjust the ticket entry with fields that will help us organize questions during high traffic periods.
Individualized profile interfaces for customers let them know the status of their ticket and the visibility reduces customer confusion.,The only downside we've found to using Parature is the price per seat. Having individual seats for a whole team can become a bit costly.,9,Employees are required to be efficient in order to use the Parature service. As a high volume of inquiries come in, they become the front line of organizing tickets into the correct departments.
The reports and statistics that can be generated with the Parature service greatly assist in quality assurance reviews for employees.
The ability to sort inquiries by queues ensures that the right questions reach the right departments and increases efficiency in providing solutions.
Changing customer-facing ticket fields requires customers to provide needed information from the get-go which helps them receive solutions faster.,10Verified User
Unspecified
Microsoft Parature (Discontinued)
12 Ratings
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