Pretty good for big companies.
July 02, 2022

Pretty good for big companies.

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with

We use this to manage internal and external support desk tickets. This solves issues where our client-facing teams need support from a central team that will help triage their issues. This team then uses to either reply or send the information to our engineering team who will then further triage the issue. From a product perspective, this helps to filter the number of tickets that I need to pay attention to. We also use the data from these inbound tickets to gauge how well or how poorly a feature has been launched. We are able to attend to larger churn issues. So I helped implement the categorization of ticket types which now feeds our metrics.
  • Customizability
  • Reporting
  • Integrations to Jira.
  • Customer solutioning.
  • Supporting with best practices.
  • Consolidating responses as one ticket (email integration).
  • Reduced work flow processes.
  • Directed team involvement.
Zendesk is much more light and setup friendly. This system does not require a lot of Salesforce knowledge or certification to set it up. Zendesk is better suited to small to medium-sized businesses.

Do you think (discontinued) delivers good value for the price?

Not sure

Are you happy with (discontinued)'s feature set?


Did (discontinued) live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of (discontinued) go as expected?


Would you buy (discontinued) again?

Yes is best suited to companies that heavily use salesforce as a source of truth. It makes sense that you want to consolidate all of your customer information in one place. Companies that love metrics should definitely use this tool. This is not good for smaller-sized companies. needs a fair amount of set up and it is not best used for teams that don't have a support system for this tool. (discontinued) Feature Ratings

Organize and prioritize service tickets
Not Rated
Expert directory
Not Rated
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
Not Rated
Ticket response
Not Rated
External knowledge base
Not Rated
Internal knowledge base
Not Rated
Customer portal
Not Rated
Social integration
Not Rated
Email support
Not Rated
Help Desk CRM integration
Not Rated Support

Unsure. not involved here


It is not user-friendly. You have to know what you want and what you need in order to navigate this best.