We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.
ITSM Specialist at a computer software company with 5,001-10,000 employees
Real User
2021-12-20T13:07:00Z
Dec 20, 2021
Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost. In the future, I would like to see the addition of chatbots to the self-service portal.
The solution could be more user-friendly. The workflows sometimes get complicated. The stability, specifically in the on-premises deployment model, could be improved.
* Agile delivery should be supported. * Plug-ins to JIRA would be welcome. * More fields for estimations and work done for summing up functionalities from subtask to main tasks would be helpful
What is a help desk used for? A help desk is a tool that helps businesses organize client interactions so that they can reply and serve consumers more quickly and effectively. Help desks include tools that provide context and insight into customer experiences. They also have tools that allow you to benchmark your support team's performance, ensuring that they are truly efficient in supporting and assisting consumers.
When asked to weigh in on the essential features of help desk software,...
We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.
Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost. In the future, I would like to see the addition of chatbots to the self-service portal.
Application service mapping, GRC, SecOps, and things like that need improvement.
The solution could be more user-friendly. The workflows sometimes get complicated. The stability, specifically in the on-premises deployment model, could be improved.
* Agile delivery should be supported. * Plug-ins to JIRA would be welcome. * More fields for estimations and work done for summing up functionalities from subtask to main tasks would be helpful