Mojo Helpdesk

"Does what a ticket system is supposed to do and is easy to use"

Vantagens: Ease of use. Connects to our G Suite apps for easy finding by users. Email replies also get added to the ticket stream

Desvantagens: It can be difficult to filter for information at times. Also, the dashboard information only works for 30 days at a time so trying to get numbers for a 3 month period has to be done a month at a time

"The application has been very reliable and easy to deploy across an organization."

Comentários: Ease of adoption/acceptance by the user community. Transformed departmental workload from individual e-mail requests to departmental requests. By providing workload transparency at a department level the support model improved overall customer support. Minimized requests from falling through the cracks.

Vantagens: The ability to use forms to collect detail on support issues. Particularly info to drive metrics for continuous improvement efforts.

Desvantagens: Functionality to prevent users from creating duplicate tickets. Duplicate tickets can impact metric reporting if not managed correctly.

"Helpdesk works quite well though there are couple of limitations that really should not be."

Vantagens: Simple and easy to use.
Having minimum number of characters for Pros goes against simple and easy

Desvantagens: There are certain limitations which does not make sense and there are no workarounds and support is helpful as most of the times answer is the fix/feature will be delivered sometime in future. I've been using Helpdesk for 1,5years and requests raised 1year back, has not been addressed.

"Easy to use ticketing system."

Vantagens: I like how much customization there is without sacrifice to functionality. There are a lot of options when it comes to creating specific tickets for certain IT related jobs, such as a password reset template or a chromebook profile change.

Desvantagens: With all of its customization, it is easy to go crazy on modifications to the point where people do not know how to maneuver through the website anymore. It's a positive as much as it is a negative.

"Handy, easy to use, economical, integrated Google support"

Comentários: Workload accountability, job ticket queue management

Vantagens: Easy to use (frontend & backend)
Multi-platform app support
Customized ticket forms, as many as you want
Handy knowledgebase portal supports FAQs, links, videos :-)
Some FAQ type formatting options
Knowledgebase content can be turned on/off for testing

Desvantagens: Cannot copy or duplicate forms (for tweaking/repurposing)
Severely-limited appearance/branding options
A separate (printable) FAQ article Markdown Preview "cheat sheet" would be nice