There are a ton of features that come with this product. Our company has been using it to track help desk incidents for years and recently updated to the most recent version. The newest version is a bit easier to use than the one we had before and we are able to monitor a ton of information.
The new version is a bit slower than the previous one. Also, I find that trying to locate a specific incident ID is a bit cumbersome. If you don't have all the right filters selected you may not find it, so you have to adjust the filters (open, closed, etc.) until the search finds your item.
It help make our company better in it support offering to its customers.
Once implemented we developed new SOP that revolved around this system, which allowed us to become more proactive in our customer support, and manage more customer effectively, at any given time.
I'm not sure I have any issues with the software, other then it being web based, which tends to make it slightly slower, but the positive largely out weigh that concern.
Easy collab and integration software for CRM
Love the ability to work remotely to collaborate. Easy to use software solution for customer service and support. Definitely would recommend.
No real cons that i have found so far. Might be a slight learning curve for someone not tech saavy.