BMC Helix Remedy Review

We have been able to improve our SLAs because previously no one was assigned to a job and we could ignore it.


Valuable Features:

Call logging and escalation features are the most valuable for us because they are easy to use and with them, we can assign a request to a specific person or department.

Improvements to My Organization:

It made the organization better. We have been able to improve our SLAs because previously no one was assigned to a job and we could ignore it.

Room for Improvement:

It doesn't allow a person logging a call to assign the ticket to a specific department, but only to update it.

Use of Solution:

I've been using it for seven months in the IT service desk.

Deployment Issues:

No issues with deployment.

Stability Issues:

There have been no stability issues.

Scalability Issues:

No scalability issue.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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