“Very user-friendly and easy to use”

Pros

Everything about it feels very user friendly and simple. It's simple to locate the pages I need and adding any necessary tags is quick and easy.

Cons

Sometimes, when things get very busy, it can start to slow down a bit especially when there are too many chats or emails to manage at once.

“Well-organized ticketing”

Pros

What I appreciate most about it is how well the site and tickets are organized. I can assign tickets to myself quickly and without any difficulty.

Cons

Issues have happened rarely but when they do they mostly involve the site freezing and not updating the ticket page.

“Practical ticket handling”

Pros

Navigating tickets feels easy and features like merging them, using built-in tags for tracking and sending canned responses make the workflow really convenient.

Cons

There isn't much to complain about. If anything the visual design could use a bit more polish.

“fast handling with preset replies”

Pros

Using the platform feels very simple and managing requests is much quicker thanks to the preset responses.

Cons

It would be even better if tickets reassigned to other departments disappeared automatically without needing to refresh the page.

“Fantastic ticket notifications”

Pros

Getting ticket notifications straight to Gmail has been convenient which makes it really convenient to stay on top of everything. Closing tickets and sending responses also works very well. I'm still new to the system but up to this point it has been working fantastically for me.

Cons

One thing I'd want improved is the attachment size limit. I work with a lot of CAD files so being able to upload files of any size would be really helpful.

“quick replies of support team”

Pros

Whenever I ran into problems their team stepped in quickly and got back to me fast which really matters to me.

Cons

The downside is that there was an issue to begin with, I couldn't get my product to work on my website so I had to ask for a cancellation.

“simple chat interface”

Pros

Interface feels very simple and makes it quick to interact with the person you're chatting with.

Cons

Sending attachments during a chat doesn't feel very easy to me. The overall user experience in that part could use some improvement.

“easy-to-use HD platform”

Pros

HD system does exactly what it's supposed to do and runs consistently without issues. It covers all the essential functions well and the layout feels simple organized and easy to navigate, whether someone is experienced with this kind of tool or just getting started.

Cons

Everything works properly overall but a few missing features would make the system much more practical. Bulk messaging would help handle a larger number of tickets more quickly. Custom ticket statuses and states would add flexibility and allow the workflow to match internal processes better. Being able to save the full conversation thread to a file, such as a PDF, would make archiving and sharing cases much simpler. A clearer chat view inside tickets, similar to LiveChat archives with bubble-style formatting, would greatly improve readability. It would also be helpful to delete multiple files and images from threads at once when cleaning up tickets or removing data that was added by mistake.

“Helpful templates but frustrating reassignment”

Pros

Being able to create canned templates is really useful and the read receipts are something I genuinely appreciate since they let me know when the recipient has opened the email.

Cons

One thing I don't like is that when another agent replies to a ticket I originally created the system removes it from my assignment and gives it to that agent so it disappears from my ticket list.

“Quick help whenever needed”

Pros

I'm really glad to have this tool. One thing I especially appreciated is being able to get immediate help whenever I have a question.

Cons

My experience with it has been very positive and I honestly don't have any negative feedback to share.

“affordable and reliable support”

Pros

Working in it feels very convenient overall and reaching customers through the email and ticketing system is easy. It also does a really good job of helping organize teams especially in larger companies. The pricing is very reasonable too. On top of that the chat system is simple to handle even when there are a lot of customers and multiple chats happening at once.

Cons

Issue I run into sometimes is when I paste in a copied message and format the paragraph spacing properly, it doesn't always appear the same way after it's sent to the client.

“Ticketing that delivers”

Pros

Handling tickets and getting them resolved feels much more organized and being able to create a ticket directly from a live chat is a really useful feature.

Cons

Feature I wasn't happy about is that the embedded ticket form doesn't support uploading images or files right away out of the box.

“Useful integrations”

Pros

Integrations are easy to set up and the workflow automations help a lot with day-to-day tasks. The ticket lifecycle is also simple and easy for agents to follow which makes the whole process more understandable.

Cons

The user interface feels a little sluggish at times and the analytics section doesn't offer many customization options. Exports could also be improved a bit.

“Quick support when needed”

Pros

Easy access to help makes a big difference. It's quick, convenient and really simple to use whenever I need to sort out an issue.

Cons

Sometimes getting connected on a call can take a little longer than I'd want but it doesn't really bother me since support is always readily available.

“Efficient ticketing workflow”

Pros

This application has been efficient and easy to use. It's simple to understand, easy to navigate and moving through escalations and other departments feels very manageable.

Cons

At times the website can be slow and laggy especially when logging a ticket. There have also been instances where a ticket gets submitted and then disappears.

“missing assignment alerts”

Pros

Having all tickets gathered in one place is really convenient and moving through them with the left and right arrows makes sorting them pretty easy. The dropdown menus on the side are also useful since they let you quickly assign tickets to the right team or teams so they can be handled properly.

Cons

One thing that really bothers me about it is that when a ticket gets assigned to someone, whether I assign it or someone assigns it to me the assignee does not receive any email notification. That would make a big difference when tasks need to be picked up quickly to resolve or close tickets. Another limitation is that there is no way to download a ticket and send it through email. There are times when we need to forward a ticket directly to another colleague in the company for review or feedback before marking it as solved or closing it. It would also be helpful if tickets could be converted into chat archives so the transcript could be downloaded from there and emailed out. As it stands the archive feature in it does not serve much purpose and tickets really should be moved into the actual LiveChat archives instead.

“versatile features and customization”

Pros

Using it has been really easy from the start. It's user-friendly, simple to navigate and flexible enough for different needs. The feature set is excellent and being able to customize the experience is easily the best part.

Cons

There are occasional bugs now and then but most of the time it works without any real problems. I've been using it for over a year and there still haven't been any major issues.

“Clear traffic insights”

Pros

One thing I really appreciate is how simple the platform feels. It tracks all traffic in a concise, readable format which makes the information quick to understand and useful to work with.

Cons

One limitation is that tickets can't be sorted by other identifiers, such as Subject (Website Contact Form Submission) or Custom Quote Forms. Having that kind of sorting option would be essential for adding more flexibility when working through tickets and submissions.

“Smooth and efficient workflow”

Pros

Navigating the it feels very easy and convenient. It's not complicated in any way and it's a really efficient tool for getting work done.

Cons

Nothing comes to mind. Everything works well, feels simple and I can't think of anything I dislike about the it.

“Costly add-on”

Pros

One useful part of this product is that customers can submit after-hours tickets. Beyond that, most of the other features seem geared toward larger organizations with lots of team members or multiple departments. For a small business, it ends up feeling like an added expense we have to carry just to let customers send in after-hours requests.

Cons

A big downside is that it needs its own separate license and runs as a separate program. On top of that, when it's integrated, it ends up disrupting the chat functionality.