I love that I can build a replica of the client's environment myself, which gives me independence and changes everything for me in support. The sandbox environments are the part I use the most. They let me copy the client's setup and test without breaking anything real. The ability to test different fixes in a clone before touching the actual system is fantastic. Also, I appreciate that sessions can be linked to Salesforce contacts so that when a ticket comes back after weeks, I know exactly what was tested or fixed before without having to dig through notes. Review collected by and hosted on G2.com.

Running multiple sessions at the same time gets messy. The interface lags behind what is actually happening, so I sometimes sit there refreshing and waiting to see if an environment is ready. On quiet days it does not matter, but when several tickets land at once it slows me down noticeably. Review collected by and hosted on G2.com.