I love the fact that the product is so versatile! You get the benefit of using the product's AI to review the tickets however you also have the option to dive deeper into specific drivers/topics by creating your own set of parameters. I enjoy how easy it is to scrub through tickets so that you can accurately calculate a trend or to better investigate ongoing issues. Review collected by and hosted on G2.com.

Hard to come up with a downside as this is a nicely built product however there is a bug I reported that has not been fixed yet. While it has only been one week since I reported it, it would be nice to continue getting updates on it. Review collected by and hosted on G2.com.