Item: Raiseaticket
Rating: 9
Author: Rajkishore Mohapatra

Use Cases and Deployment Scope

We use this tool in our business where it works as our support system. We have created a ticketing system for our users who are facing issues. Users can easily raise tickets by selecting the correct subject and category in a moment through this tool. Now our support agents don't need separate emails to access the issues or tickets. Here every agent with different roles can access their assigned tickets according to category and reply to them front the same platform. We also use this tool for our internal support where our team can raise tickets on any bugs, or technical issues and they don't need to find higher authority email addresses or usernames. Here this tool helps to connect with the perfect team for resolution. It helped our internal system and our end-users as well. Here we can respond to our user's problems through our available agents without any down hours.

Pros and Cons

Analysis of category of tickets.
Cheap Pricing with great support.
Multiple channels to create tickets.
Customisation of SLAs with ticket types.

Addition of more channels to raise tickets.
Short period tickets validity.
Issues while doing signup. You don't have option to resend setup emails.
Variety of templates to emails.
Customized report downloading issues.

Return on Investment

We could resolve our tickets quickly and perfectly.
Decreased workload by ticket automation.
Saved lots of expenses on support tool.
With limited agents we could achieve goals.

Alternatives Considered

Freshdesk

Freshdesk is also free to use like Raiseaticket. But when it comes to supporting quality Raiseaticket wins. I had several issues while using Freshdesk but their support team never replied to tickets on time. Sometimes they don't reply to tickets and later close them from their end. When choosing a software you should have knowledge of both pre-sales service and post-sales service quality of the software so that you can choose the right one. So this way Raiseaticket wins from Freshdesk.

Key Insights

Do you think Raiseaticket delivers good value for the price?

Yes

Are you happy with Raiseaticket's feature set?

Yes

Did Raiseaticket live up to sales and marketing promises?

Yes

Did implementation of Raiseaticket go as expected?

Yes

Would you buy Raiseaticket again?

Yes

Other Software Used

tawk.to, Elementor, AfterShip, Shiprocket, Graphy, by Unacademy, Google Pay, Razorpay Payment Gateway, Freshdesk

Likelihood to Recommend

Raiseticket is the best tool to implement a support system for your business whether it is a small or medium business. If you have limited agents to manage the support team then it will help you to improve your support quality with timely resolution. It will analyse the ticket category and give the team keywords to close the ticket successfully with proper resolution. As it is a web-based tool, you can access this from any device from anywhere. During COVID-19 it helped our team to support our users from remote locations easily. You can also implement these on-site premises which are cheaper than others. But when it comes to modern technology, it is not providing email templates and you have to customize on your own which is a little difficult and time taking. While downloading monthly reports or customized reports it gives errors multiple times. Although we haven't faced any server down with this tool it is a little slow.

Best & Free Ticketing Tool For Small & Medium Businesses

Overall Satisfaction with Raiseaticket