If you were talking to someone whose organization is considering Infraon Desk, what would you say?
How would you rate it and why? Any other tips or advice?
I am currently working on Version 1.0 but in two weeks, the company will be upgraded to version 3.0. It has much more advanced features available and the upgrade is already in progress. One of the features that I am looking forward to in the latest version is the chatbot. Having a bot say "Hi", and then take the inputs and automatically raising a ticket is something that will be very helpful. My advice for anybody who is considering this product is to explore it. Many people have not tried it and instead, implemented something that they have used before, or have heard about, such as ServiceNow. I also did this but after exploring Infraon Desk, I was confident that it could do everything that I wanted. I definitely recommend it. To summarize, I'm entirely happy with the product. That said, I can't rate it perfect because of the features that are currently unavailable in the version that I am using. I would rate this solution a seven out of ten.
The key to a seamless implementation and to getting the best out of this product is that you need to understand the product's entire capabilities. There are a lot of features. It's like when you're purchasing a new mobile phone. You look for multiple features but, at the end of the year, you find that you aren't using 50 percent of the features. So understand what you are looking for, and then draw up your solution in consultation with Everest. Explain to them, "This is how my process works," and have them explain how that process can fit their model. And take the basic hand-holding before starting your implementation. Make sure everything is clarified and clear, with a flow chart, and things will be very smooth and will fall into place. In the last six or seven years, there have been multiple changes to the solution. Version changes have happened. It's been a long journey. We have suggested the kinds of changes we are looking for on multiple occasions, such as the look and feel upon login and of the portal, as well as the kinds of dashboards needed. I cannot say the current GUI is very good or "wow," but it's good enough. It's better than okay but it's fairly standard. It could be improved slightly. We continue to do a lot of customization. They launched a mobile app for the service just and we are in the deployment phase with that. And we have a customization for the billing part, from the ticketing system, so the deployment is on-going. Any small customization takes a few weeks, but if it is a larger thing, it takes a month to two months, but not more than that.
What do you like most about Infraon Desk?
Thanks for sharing your thoughts with the community!
Can you share with other users what your preferred choice is for help desk software and why? Did you compare it to other solutions?