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I like that I have so much information at the tip of my fingers. Sometimes too much. There is so many columns of information about the tracking system. In my IT role, I am able to view many things.
For example, the problem id, date it was created, description of the problem, who is the requester, their phone number (point of contact), who created the ticket, what type of problem is it and any of its different sub-categories, who is this ticket assigned to, two different due dates, status of ticket (open, closed, etc) and the list goes on and on and on...
Because of the large scale company I work for, there is different systems for different departments that all play together. Because there is so much information that is irrelevant to my role, I love being able to save different viewing states and see to whom what is assigned to the people at my department, or if there's anything assigned to specifically me.
I like being able to see overall how many tickets my department has, and the fact that I can edit a ticket and assign it to a different department all in one go.
I like that I can print out the work orders easily as it is able to generate all the information i could ever need all in one page (sometimes more depending on how big the work order is).
The best part about it, is that they have two ways to access all this information: online via a web browser, and as a desktop application (which has way more features)
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The graphical interface is a bit bland, and it makes me feel like I'm back in the 90's. The web browser version of it looks really nice, I just wish they had changed the desktop version to look more like that one as well.
On the desktop interface, there should be a way to disable the useless sidebar. To other users, it might be helpful, but there is currently no way of disabling it. I also find it hard to find answers online as I'm not sure if they have a support system (I'm sure they do, but so far it has been hard to find it).
It would be nice if they would make it a bit more flexible in terms of what I can modify the actual interface instead of just inside the ticketing system. Review collected by and hosted on G2.com.
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