CA SERVICE DESK REVIEW
November 17, 2017
CA SERVICE DESK REVIEW
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with CA Service Desk Manager
It is used throughout the whole company. Employees use it to submit requests to the help desk, and the service desk uses it as a ticket management tool for processing requests and incidents. All knowledge articles are uploaded to CA and accessed by a help desk analyst when processing requests. It is also used for reporting to track calls and emails that were logged.
- This application is very easy to use. It is the best when it comes to training since the application is easy to understand and employees are able to easily catch up on work process.
- It is a great reporting tool because users can look up work they've done over a period of time.
- The auto populate feature is very helpful since at the service desk users do have several tickets to create for a single requester.
- The right-click feature is disabled in this application and users are unable to copy and paste with mouse or touchpad.
- The application also freezes quite a bit and a user will have to quite often close and reopen browser to get it functioning properly.