We started by implementing Raiseaticket in the ICT department, and following the success it has made within such department, we have started rolling it out throughout the company, along with pitching it to our clients. The system is extremely flexible and can satisfy all our demands and more. The interface is extremely easy to use but holds all the necessary info you need ready to view on-screen.
- Keep track of threads and pinpoint similar issues already raised.
- Reporting is extremely good and holds all the info you'll need.
- Developers take on-board feedback. After a year, we're still getting new features which we didn't even think we needed.
- Pre-set templates could use a bit of a revamp, but nothing major.
In our 400+ employee company, keeping track of all requests had become impossible for the ICT department. Raiseaticket has solved this by giving agents access to see ticket statuses, and the ICT employees the ability to manage such requests properly. An added bonus was reporting, which made management very happy and gave a clearer picture of what the department is facing, and how they're doing with the SLAs.