A great tool for customer support…
A great tool for customer support teams! I find the ticketing system easy to use (in comparison with competitor systems I have used in previous jobs, too) and the functionality very effective for managing workload. It allows multiple users to work simultaneously without duplicating work, great visibility in terms of productivity statistics and generally just very simple to work with. The only thing I miss about using regular email over this ticketing system is the 30 second 'undo' feature after sending an email ;)