I would recommend to companies!
Pros
- Very organized
- Easy to track and follow-up
- Great for engineers to prioritize and track all incidents and product related requests that are needed. The real time email system is great exposure across the company as well.
Cons
- Although it's great to have everything in one place, it can be a little hard to read sometimes in terms of the amount of tickets and being able to decipher between multiple [issues]. Color coordination might be able to help with this for example.
Return on Investment
- Saves time and positive ROI as we don't take the time anymore to hold meetings to discuss all incidents. As a software tool, it is amazingly customizable and gives us tons of control over what each department, support representative, or user can see. This is important for us because we have currently 2 separate support departments using iSupport as well as confidential and personal information that goes through the system.
Other Software Used
Tenrox Professional Services Automation