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The best turnkey help desk solution on the market
September 22, 2013

The best turnkey help desk solution on the market

Dane Bendixen | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Plus

Modules Used

  • Ticketing
  • Knowledge base

Overall Satisfaction

  • It's a turnkey solution that can be setup and used in about an hour.
  • Extensive customization is fairly easy.
  • Work flows and triggers are easy to setup.
  • CSS customization is not trivial.
  • Decreased customer response time
  • Increased customer satisfaction
  • Centralized support leads to fewer man hours needed to manage support operations
Currently do not have a need for this software.

Product Usage

  • Help desk
  • Support
  • Training
  • Knowledge base

Evaluation and Selection

Implementation

It's worth reading in-depth material in their support section to learn the ins and outs of deep customization.
  • Implemented in-house

Training

  • Online training
  • Self-taught
Yes, and I would recommend self-training to others.

Support

We mostly used email and ticket-based support so response times were adequate but not always super quick.
Yes - It comes with the Plus subscription.