“Limited project management functionality”

Pros

The ticketing system works pretty well for us. It can be a little difficult to tell what people can and cannot see when agent security is a concern but the billing flexibility is great. The billing rules let me get very detailed and create almost any type of contract.

Cons

Project management module is almost useless for us because the projects and tasks are essentially just collections of service tickets. This has made things more complicated for our team and in some cases, we have had to use alternative processes.

“Flexible workflow”

Pros

It is easy to use and well laid out and it helps me keep tickets, clients, assets and workflows organized in one place. I like how flexible it is and how much I can customize it for an MSP environment. The automation, ticket tracking and reporting features make our day-to-day support much smoother.

Cons

Some areas take me a little time to get used to especially when I'm setting up workflows and customizing the system. A few settings are not obvious at first but once everything is configured properly, it works very well.

“aligned ticket management”

Pros

I find it very easy to use and I can integrate many applications into the software. The support chat is very friendly and it is easy for me to discuss situations with customers. Filtering is also very easy. The service provides great value for us. Management processes are self-explanatory and easy to understand, while ticket management is very easy and communication works well.

Cons

There are so many settings and features that I sometimes feel overwhelmed and have trouble learning everything. The support chat is helpful and friendly though which makes things easier for me.

“Highly customizable central system”

Pros

What stands out to me is how flexible and customizable it is. Once configured, it can handle just about anything and works well as a central system for our tickets, billing and operations.

Cons

Documentation does not always keep up with the platform and there is a learning curve. Even simple tasks can require me to understand more about how the system is structured.

“Unified data and operations”

Pros

Having everything we need in one place has made a real difference for us. We can connect all our data and it has changed how we perform.

Cons

Analytics were a little difficult for me to understand at first but after some training, we were able to read the reports and get a better idea of where we stood as a company.

“Simple application integrations”

Pros

It integrates well with multiple applications such as IT Glue and NinjaOne. Configuration was easy for me and the application developer provided clear steps.

Cons

Having a minimum of five seats is an issue for us. We are a small shop and not everyone on our team needs access to the system.

“Extensive integrations”

Pros

The number of integrations available is what I like most. I also like that I can build runbooks based on those integrations.

Cons

It comes as a blank slate so taking it on can feel daunting if you don't have enough people available in your organization to set it up and manage it.

“Strong automation and reporting”

Pros

For me, it has an simple interface, smooth automation, strong reporting tools and great integration with other apps.

Cons

From my perspective, there are limited customization options, occasional performance delays and a learning curve when using the more advanced features.

“Extensive customization options”

Pros

What I like most is that I can customize almost everything to fit my individual needs. It can work as-is or I can customize it as much as I want.

Cons

Honestly, there isn't much I dislike about it. If I had to be picky, I would say the mobile version is not as informative as the desktop web version.

“Complete PSA functionality”

Pros

It has absolutely everything I could want from a PSA platform, including user management, asset management, ticketing, automation and much more.

Cons

There was a lot for me to learn at first because of the huge number of options, settings and customization choices. Once I put in the time to understand it though, I was happy to have the ability to configure almost anything I could imagine.

“Highly adaptable system design”

Pros

Its customizability is unlike any other software I have used. It allows us to build the system around exactly how we need it to work.

Cons

Its incredible customizability is also its biggest weakness for me. There are so many settings that can have a major impact when changed which can sometimes be confusing. At the same time, I'm not sure how they could offer this level of customization without that complexity.

“Broad management capabilities”

Pros

Wide range of capabilities helps me improve customer, asset and software management.

Cons

I don't have the option to select a specific user, such as a general user which would be useful for me.

“Powerful project and incident management”

Pros

This application helps me manage project-related processes and the benefits far outweigh the drawbacks. The customer portal is excellent and the incident management is more powerful and flexible than anything I have ever used.

Cons

It can be somewhat complex for me to adapt to its structure, depending on the program or management system I have used previously.

“Improved customer service workflows”

Pros

With it, we have been able to improve our customer service. Handling ticketing, documentation and tracking is easy for me and the product itself is simple to use.

Cons

For me, it is the very best and I haven't found any flaws so far.

“Helpful ticket updates”

Pros

Ticketing system shows me all updates and sends reminders whenever I have something pending.

Cons

There were not many professional-looking quote templates available but I was able to customize some of them easily to suit our needs.

“Extensive customization flexibility”

Pros

There are so many ways for me to customize the system for our company.

Cons

Guides provided could be more comprehensive, as I sometimes need more information to understand the features.

“Versatile MSP functionality”

Pros

Ease of customization, functionality and wide range of uses are what I like most. I think any serious MSP should be using it.

Cons

Some minor annoyances exist but they depend on each person's workflow and can be adjusted easily.

“Custom ticket workflows”

Pros

I like being able to build workflows and connect them to specific ticket types.

Cons

At times, the standard system can feel a little dull to use.

“Scalable automation”

Pros

The helpdesk setup, ticket automations, billing options, reporting and so much more are useful to me. The product is extremely customizable which allows it to grow and scale along with our business.

Cons

Certain parts can become complicated, with some UI elements not appearing consistently and multiple ways to complete the same task.

“Clear and simple layout”

Pros

In my opinion the layout simple to use and everything I need to know is right there.

Cons

The tabs along the left side can take some getting used to, particularly the sales and customer sections.