Honestly the ticket workflow automation is what sold me. We set the routing and escalation rules once and now tickets just land with the right agent, no one has to sit there picking through a queue. I wasn't expecting much from the AI response suggestions but they've actually been useful. It pulls from old tickets and gives you a starting reply, so you're editing instead of typing from scratch every time. And the shared inbox means we're not double-replying to the same customer anymore, which happened a lot back when we were doing this over plain email. Review collected by and hosted on G2.com.

It's cloud-only, there's no downloadable or on-premise version, so if that's something your IT team needs you're out of luck. Also no dark mode yet, which some of our agents on the night shift keep asking about Review collected by and hosted on G2.com.