G2

An N.

Business Analyst

Computer Software

Small-Business (50 or fewer emp.)

9/30/2026

"Great Visibility Into Support Work Behind the Scenes"

5/5

What do you like best about Controlio?

What I like most is that it gives us a clearer picture of what is happening behind the scenes with the support team. Looking only at tickets or conversations doesn't always tell you how much time is being used on internal discussions, documentation, research, follow-ups, and other work that customers don't see. Review collected by and hosted on G2.com.

What do you dislike about Controlio?

The reporting could be a little more flexible. We sometimes want to organize the information specifically around support activities or particular workflows and the standard views don't always give us exactly what we are looking for. Review collected by and hosted on G2.com.

What problems is Controlio solving and how is that benefiting you?

One of the biggest problems we are trying to solve is understanding why the team can sometimes feel overloaded even when the number of visible support conversations doesn't seem unusually high. There is a lot of work happening outside the actual customer interaction. Controlio helps us see where those hours are going and gives us a better idea of whether the issue is workload, inefficient processes, repetitive tasks, or simply too much administrative work. Review collected by and hosted on G2.com.