The knowledge base has helped us more than I expected. In my experience, most of what reaches an IT team is the same handful of issues coming up again and again, and documenting those once means my technicians aren’t answering the same questions every week.

I also like that ownership of a request is always clear. It’s assigned to a specific technician, and anyone can check its status at a glance without having to ask around. Review collected by and hosted on G2.com.

Approval rules and escalation paths took us several attempts to get right. The capability is definitely there, but figuring out which setting produced which behaviour required a lot of testing on our side. Once we aligned the configuration with how we actually work, the team picked it up quickly and used it without much trouble. Review collected by and hosted on G2.com.