CA Service Desk Manager Review

Gives us a central location to know who is contacting us, what they're contacting us for


What is our primary use case?

We use it in our IT department to connect with our customers.

The performance has been excellent.

How has it helped my organization?

By connecting us with our customers.

What is most valuable?

It enables our coordinators to connect to our customers, and our customers are number one.

It adds tons of value. It gives us one central location to know, not only who is contacting us, but what they're contacting us for, what application they're contacting us for.

What needs improvement?

The new chat feature, I love that. They are always one step ahead of what we need. Usually, if I need something, I contact my rep and they tell us you have it.

In general, in terms of improvement, I would say our reps need to be a little more one on one. In the past we've had issues with that. But our current rep we love. 

Maybe training could be better.

Just little technical tweaks here and there. Like more options. For example "Organization." We wanted that to be available inside the change order, as well as the ticket and the request. And that's not available.

For how long have I used the solution?

One to three years.

What do I think about the stability of the solution?

It's always on and it's always there. We've never had any issues with it being unstable.

What do I think about the scalability of the solution?

Scalability is great. We can use it in our company from our IT department to our sales department. It works for everyone.

How is customer service and technical support?

Tech support is fast. Fast, knowledgeable. I like that. I don't have to contact them often, just whenever I have a question.

How was the initial setup?

I was not involved in the initial setup but I was involved in the upgrade. The solution was already there. But when I started, I knew that there were new features that we needed, so we upgraded.

We went from 12.1 to 14, so there was a lot involved in it. But from what I hear, the upgrade from 14 to 17 is way easier. So I look forward to that.

The issues we had were migration issues, getting our information from one place to the next and making sure everything was as everyone needed.

What other advice do I have?

The most important criterion when selecting a vendor is communication. I like them to be upfront, honest, and transparent. Transparency means, when I call them they're honest about what they have available and what they can do, and not beating around the bush.

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