Service with a smile
March 14, 2017
Service with a smile
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with ServiceDesk Plus
[It] logs and manages service calls; provides solutions for troubleshooting. Users submit the tickets and they can be picked up by a technician or assigned to a technician. Solutions are posted to the call and to a solutions section.
Pros
- Shows metrics of service calls completed or overdue to the technicians and management so they can see the areas that need help.
- Allows a call to be assigned to a technician and passed off as needed to the proper person with the necessary skills to complete the call.
- Keeps solutions to known issues, searchable by keywords and they can be grouped by solution type.
Cons
- Screen changes/refreshes are slow at times, takes forever to send an update to the requester.
- Need a better way to keep and track attachments, they appear to the right of the main call but can be buried in a conversation.
- Can't easily close a resolved call unless missing fields are entered, sometimes involving multiple saves, based on needs.
- Keeps track of pending issues
- Tracks late and unresolved issues
- Shows the overall value of what your technicians are doing for the company
- Keeps a searchable history for repeatable cases
Spent a lot of time reviewing these type of software packages, this one does more right in a webified package. GoToAssist has the remote capability but lacks the resolution tracking of ServiceDesk Plus.
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