Easy and Efficient
September 09, 2013
Easy and Efficient
Score 8 out of 10
Vetted Review
Verified User
Software Version
Enterprise
Overall Satisfaction
- We are able to customize our ticket types to what we need for different departments. Each ticket type has different customized fields for what is needed for that ticket.
- We use the automation feature to control different actions, which was easy and flexible to set up.
- We were able to better keep track of requests for changes to our software, enhancements and bugs.
- We do a lot of project management and TeamSupport does not handle that well within a ticket.
- We wish the report tool was a little more robust - there are some limitations.
- We previously used a home-grown database to track support issues, and a separate database for enhancements and bugs. This has dramatically improved efficiency, resulting in faster turnaround for support issues. Less time spent on support issues means more time is available for employees to work on other parts of their job function.
- Efficiency was also gained in a single solution for our support and development group, resulting in less time spent researching issues.