“User-friendly features and design”

Pros

Everything feels easy to use and the UI/UX is very simple and user-friendly.

Cons

Occasionally it glitches with the status and shows offline even while we're online.

“simple setup and admin control”

Pros

It is easy to use and the setup process doesn't take much effort. From an administrator's side, managing licenses is simple and stays well organized.

Cons

There really isn't anything negative worth calling out. The software does what it's supposed to do and gives our employees what they need to handle their work effectively.

“instant customer support wins”

Pros

Whenever my customers run into trouble, this lets me jump in right away if we're online. If we're offline they can still leave us a message and we're able to get back to them as quickly as possible.

Cons

Downside is that it's now billed as a separate subscription from LiveChat and it's quite expensive compared to before when it was included for free with our LiveChat plan.

“confusing setup”

Pros

One thing that works well is the chat feature itself, it's effective and I also appreciate being able to collect details like a visitor's email and region ahead of time in case follow-up is needed later.

Cons

Having both it and LiveChat feels unnecessarily confusing to me. Since they exist as two separate sites, it ends up feeling redundant and means keeping another tab open especially when I'm expected to monitor LiveChat and this at the same time. The ticketing interface could also be more simple and easy.

“Very user-friendly and clear”

Pros

Everything feels very easy and simple so it's easy to understand and use without any confusion.

Cons

I haven't run into anything I dislike. It's been very simple and easy to use.

“fast support with handy macros”

Pros

Helping my casino players is easy with this software and the macros I use make support much faster and more efficient.

Cons

At times the chat suddenly disappears and then comes back which feels like a glitch.

“excellent service”

Pros

Getting started with it is easy the service has been excellent and the overall experience has been very positive.

Cons

Since it's still fairly new there are a few small tweaks that still need to be made.

“Clear layout and navigation”

Pros

The layout is clear and easy to follow which makes the software pleasant to use.

Cons

The requester's name and email fields are a bit confusing and could be presented more clearly.

“Reliable translation from day one”

Pros

Using it has been very easy and the translation feature worked properly right from the start, unlike the app I was using before.

Cons

Every now and then I got logged out unexpectedly or it seemed like I was online when I was actually offline.

“Costly migration oversight”

Pros

The platform offers a lot of flexibility the rule system is useful and some of the newer AI features are a nice addition.

Cons

Few important things are missing especially pinned tags and search operators. Coming from LiveChat tickets the biggest problem was during migration, there was no clear warning that spam folders in LiveChat could not be imported. We only discovered afterward that bringing that data over would have required spending thousands through a third-party service which is unacceptable. That cost should have been covered by you or at the very least the limitation should have been clearly stated in the migration documentation we carefully reviewed. If that had been made clear from the start, we could have moved all tickets out of the spam folder before beginning the migration. I still cannot get past how serious this mistake was and how expensive it became. At minimum some free time on the platform should have been offered.

“awkward ticket flow”

Pros

Having filters to organize tickets is helpful and being able to save a custom filter makes that even better. There's also some added functionality that gives the system a bit more flexibility.

Cons

A big frustration is that a new ticket doesn't email the assigned agent automatically. The default subject line is way too long and cluttered with text like "Ticket from chat #$%^^&*^#%," which feels unnecessary since it's obvious where the ticket came from and the ticket number alone isn't useful to me. I'd also really like a simpler way to email a transcript and be able to send it to more than one email address at a time. Another annoyance is that tags aren't ordered the same way they are in chat. The it icon is tucked down near the lower-left corner of the chat window menu and is often hidden which makes it harder to use. It would also help to know whether there's some kind of check mark in the it icon when the assigned person still hasn't responded to a ticket. On top of that, it would be useful to have a way to nudge open or pending tickets after they've been sitting for a week.

“User-friendly setup for small teams”

Pros

It's user-friendly and easy to roll out even when you're working with a small team.

Cons

One downside is that you need both this and LiveChat in order to turn chat conversations into tickets.

“Helpful message alerts”

Pros

Email reminders are really useful because they let me know right away when someone has left a message and needs help from our team.

Cons

At times, it takes a little while to refresh and display that the tickets have already been closed.

“Powerful performance dashboard”

Pros

Self-performance dashboard is incredibly comprehensive and gives me a really complete view of everything I need.

Cons

One thing that could be improved is the canned response list, it would be much better with subsections for organizing topics instead of depending only on #keywords.

“Quick access across devices”

Pros

Working with it feels easy and I can access it without trouble on both my laptop and desktop computer.

Cons

There are times when it takes a while to open or generate but it's still easy to get into and use.

“handy chat sorting”

Pros

The sorting options are really helpful when I'm going through older chats.

Cons

It tends to lag a bit when I first open it at the start of the day.

“Professional and keeps me updated”

Pros

Everything about it feels very professional and it keeps me consistently up to date with what's happening in my business.

Cons

All has been going well and I haven't run into any problems with it.

“Reliable interface”

Pros

Getting around the platform feels simple for users, managers and admins and people moving over from other systems won't need much retraining. The API documentation seems very promising and gives the impression that it would be quite usable. The web interface is fast and dependable and the workflow automations look like they could be very effective once they're properly configured.

Cons

The built-in reports and analytics are pretty basic which makes it harder to dig into problem cases and outliers unless you put in extra setup work. Insights being behind a paywall is also frustrating and in many cases you're probably better off creating a custom dashboard instead. On top of that the whole platform and workflow appear to be designed around a very specific support model so it may not fit other approaches as well especially for products that have repeat customers.

“Gets better with time”

Pros

Once you get the hang of it, it's pretty simple to use.

Cons

It does take a bit of time to get familiar with though that's fairly normal with any new tool.

“organized support with smart automation”

Pros

Everything stays organized and tidy which makes handling support much more manageable. The biggest advantage is the read receipts since they confirm that responses were actually delivered. Features like canned replies for common issues and automated actions based on pending tickets are also very useful.

Cons

At times a customer reply includes the full email chain instead of only the latest response but that's really the only issue I've noticed.