Para-TROOPER - A "die-hard" soldier of a ticketing system.
August 03, 2014

Para-TROOPER - A "die-hard" soldier of a ticketing system.

Jamaal Johnson | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Parature

Currently, 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.
  • 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.
Between SolarWinds and Altiris, I like the advantage that Parature gives. The auto reply is a huge assistance when dealing with people outside of my organization.
Unfortunately this is a business decision, not made by myself.
If the product is user friendly, and is able to provide a great experience for the customer, then Parature would be a great choice. The tracking piece of Parature allows reports to be run and downloaded in . CSV or MS Excel format very easily for any organization. I don't know a place that it would not work for any organization.