Makes Support more trackable
Updated December 18, 2014 Makes Support more trackable

Benjamin Hemstreet | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with

Our Support team, until we launched, never had numbers to back up their performance for how many cases they had and how they were being handled. They also did not have the ability to easily prioritize customers. Since the launch of this new product we have connected it to our CRM and are able to prioritize cases as well as attach them. Our salespeople have a better understanding of where the customer is in the sales cycle and can make the sales cycle much smoother now.
  • Easy to use
  • Connects to your CRM
  • Business Reporting
  • Easy Integration
  • Lead Information being pushed to CRM
  • Case Tracking by Employee
  • Better Definition of workload
The big turn off to this product was the price and poor integration to existing systems. We were in the process of launching a new CRM and needed a tool that would work well with this new tool. is a partner and works closely where Zendesk did none of that
I chose an 8 because it is easy to use and integrate we are working to make improvements and our support team has bought in. We are able to track soon to close opportunities in it as well as give good feed back to upper management on headcount and other issues
What product will do what I need and not break the bank? was the best quality product we could find without having to get a large investment made to make it happen. It is a very helpful tool and you have to ask if it will connect well with your CRM?