We've been using Helpdesk 365 for a while, and some of the newer updates are making the day-to-day work easier. The AI features are interesting, but even things like Teams notifications and the new task options are useful for us. Review collected by and hosted on G2.com.

There are still a few areas where we'd like more flexibility, especially around reporting and automation. Review collected by and hosted on G2.com.

The AI workload insights and auto draft are the two newer features we've been using the most. The workload view helps our managers understand where the pressure is, and the auto draft gives agents a starting point for responding to tickets. Review collected by and hosted on G2.com.

The AI features are still something we're learning how to use effectively, so more guidance around different use cases would be helpful Review collected by and hosted on G2.com.

The AI triage is probably one of the features we've found most useful recently. It helps with sorting incoming tickets and gives us a better starting point for deciding where they should go. The workload rebalance feature is also helpful when one person has a lot more tickets than others. Review collected by and hosted on G2.com.

There are still some cases where we want to review what the AI has suggested before making a change Review collected by and hosted on G2.com.

The automated email notifications keep requesters, approvers, and support agents informed at every stage of the ticket lifecycle. Users always know when a ticket is created, updated, assigned, or resolved, which helps improve transparency and overall communication. Review collected by and hosted on G2.com.

Nothing comes to mind at the moment, since we’ve only just started using the application. Review collected by and hosted on G2.com.

We've been using some of the newer AI features, particularly AI triage and auto draft. Along with the existing automation options, it takes care of some of the repetitive work that agents were doing manually. Review collected by and hosted on G2.com.

We still review the AI suggestions before using them, but that's expected for our process. Review collected by and hosted on G2.com.

The new workload view has been useful for our managers. We can get a quick idea of who is overloaded and where tickets are sitting. The AI insights are a nice addition because it gives us something to look at instead of just numbers. Review collected by and hosted on G2.com.

The workload view is still something we're getting used to, so we'd like to see more options around how the information can be displayed. Review collected by and hosted on G2.com.

The automatic task creation from custom forms has been useful for some of our internal requests. Once someone submits the form, the related task can be created automatically. It's a good feature, as it removes one extra step for our team Review collected by and hosted on G2.com.

We'd like to have more options around task automation as we use the feature for more processes. Review collected by and hosted on G2.com.

The task tabs on the home page are useful for our team. Agents can quickly see their own tasks, while managers can see what is happening with the team's tasks without going through individual tickets. Review collected by and hosted on G2.com.

I would like to have a little more filtering available in the task view. Review collected by and hosted on G2.com.

We use custom columns to capture some information that is specific to our business. Being able to use those selections to automatically create tasks makes the feature much more useful for us. Review collected by and hosted on G2.com.

It takes some planning when setting up the fields and rules, but once it's configured, it works well. Review collected by and hosted on G2.com.

We’ve only just started using this product, but my favourite part is how customizable it is. So far, it does everything we need and even more. Review collected by and hosted on G2.com.

It’s a little hard to get used to when you first install it, so there’s definitely a learning curve. That said, the support is fantastic, so I don’t have any worries. Review collected by and hosted on G2.com.