What I appreciate most is how quick the setup process is. We connected our helpdesk, and it immediately imported historical tickets in one go, automatically categorizing common IT issues such as locked accounts, MFA problems, VPN or client connection issues, email performance, and standard hardware requests. Instead of having to create numerous workflows from scratch, which saves both time and stress, I simply review the suggested replies, adjust some wording to fit our internal language, and decide which responses should be escalated to a human. In just about an hour, we had a system ready to deploy for real users. After that, it started handling repetitive tickets on its own and accurately tagging the rest, which has clearly improved our workflow efficiency. Review collected by and hosted on G2.com.
One aspect I believe could be enhanced is the reporting functionality. While the dashboard is useful, it feels somewhat generic for IT purposes. I would appreciate a straightforward view that clearly shows how many tickets were resolved by AI during the week, how many were escalated to humans due to unconfirmed identity, and how many failed because of missing information. Having this information readily available would provide clearer ROI insights without the need to export data, making things much simpler. Review collected by and hosted on G2.com.
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