The efficiency this has brought to our team is fantastic. Quicker resolution times, customer responses, custom states, categories, forms, this all helps.
Updating ticket status, category, assigned user can all be done from the Incident List page.
Potential for growth. This is a very scalable software, that we eventually plan on bringing on several other departments to use for requests as well.
Hosted product, so this does not take up any server space. Also, it is accessible form outside of our network.
Customizable, easy to create your user portal, custom categories, custom forms, fields, etc.
The discovery agent was pushed out by SCCM and we can assign primary users. This will allow us to identify systems that have required higher amount of maintenance, so we can look at replacing those systems before they cause any further problems. Review collected by and hosted on G2.com.