We were using the same issue tracker our devs use just to keep things on one system. Great for internal coding projects, but terrible for external IT support. Supportbench handles back and forth emails way better. We get proper customer history and SLAs right away, instead of having to script out a bunch of custom rules. We still pass things over to engineering when we need to, but our daily queue doesn't feel like a dev project anymore. It actually feels like a real helpdesk. Review collected by and hosted on G2.com.

I really need a way to open two cases side by side. Half the time I'm trying to fix an issue that is pretty much identical to an older ticket. Having to constantly click back and forth across different browser tabs to read the old notes gets frustrating. Review collected by and hosted on G2.com.