Item: Raiseaticket
Rating: 10
Author: CJ Garzia

Use Cases and Deployment Scope

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.

Pros and Cons

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.

Return on Investment

Reporting has been a great asset to management.
Improved SLAs.
Improved time management of the teams.

Alternatives Considered

Freshdesk and Zendesk

Raiseaticket was cheaper, more versatile, and easier to use without compromising any of the features that the other programs offer. Also, the system is still growing, so there's a huge potential for this software to grow as well and become a leader in the email management systems market.

Other Software Used

Freshdesk

Likelihood to Recommend

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.

Raiseaticket - A great contender to the big three

Overall Satisfaction with Raiseaticket