Considering Service Desk Plus
I am looking at this product, amongst others, and would appreciate feedback from current users on the following:
1) The call "diary"on this system is quite different to our current product. Do you find it easy enough to read through a long call that needs sorting out ? Is working through both the technician comments and the e-mail threads a problem ?
2) I can see plenty of correspondence in the for forums. I assume you also use the direct support. How is that ? Is the time difference an issue (assuming you go straight to India) ?
3) It seems such a shame that the system does not (as far as I can tell) remember associations with workstations. i.e. future calls for same user do not automatically prompt with the workstation asset number (computer name). Is that right ?
4) Stop the clock: I assumed that when an technician stopped the clock, he/she was only stopping the clock counting their time. It seems it suspends the clock associated with SLA timing. Does that not cause problems were technicians stop the clock, do not restart as early as could and therefore spoil the true SLA compliance reports ? Two clocks would be better but maybe I am not understanding properly ?
5) Are any of you using this in a large environment. Thousands of users, thousands of PCs, hundreds of calls per day ? If so, does it get slow as the database grows ? This is a real concern.
6) Have any of you had serious problems with the system and successfully tested the support ?
7) There does not seem to be much emphasis on SLA adherence in the reports. Am I missing something ?
8) We still have many Windows 98 PCs. Any way to get them scanned and appearing in the inventory ? Import from old system perhaps ?
9) How does the customer portal work for you ? Does it save time (users finding solutions for themselves) or cost time (users logging strange calls) ?
10) Do you have any links to reviews of this product ?
11) Any other positives/negatives ?
Many thanks in advance.
1) The call "diary"on this system is quite different to our current product. Do you find it easy enough to read through a long call that needs sorting out ? Is working through both the technician comments and the e-mail threads a problem ?
2) I can see plenty of correspondence in the for forums. I assume you also use the direct support. How is that ? Is the time difference an issue (assuming you go straight to India) ?
3) It seems such a shame that the system does not (as far as I can tell) remember associations with workstations. i.e. future calls for same user do not automatically prompt with the workstation asset number (computer name). Is that right ?
4) Stop the clock: I assumed that when an technician stopped the clock, he/she was only stopping the clock counting their time. It seems it suspends the clock associated with SLA timing. Does that not cause problems were technicians stop the clock, do not restart as early as could and therefore spoil the true SLA compliance reports ? Two clocks would be better but maybe I am not understanding properly ?
5) Are any of you using this in a large environment. Thousands of users, thousands of PCs, hundreds of calls per day ? If so, does it get slow as the database grows ? This is a real concern.
6) Have any of you had serious problems with the system and successfully tested the support ?
7) There does not seem to be much emphasis on SLA adherence in the reports. Am I missing something ?
8) We still have many Windows 98 PCs. Any way to get them scanned and appearing in the inventory ? Import from old system perhaps ?
9) How does the customer portal work for you ? Does it save time (users finding solutions for themselves) or cost time (users logging strange calls) ?
10) Do you have any links to reviews of this product ?
11) Any other positives/negatives ?
Many thanks in advance.