Infraon Desk review in IT Service Management Platforms

"Better go for other ticketing tool"

Submitted

3.0

Overall User Rating

Overall Comment:"This ticketing tool has very old Graphical User Interface (GUI) and details are stored in multiple tab. So it is difficult to find all details of any request received and GUI is not user friendly. Average tool for ticketing and can be replaced by other tool."

3

3.0

Evaluation & Contracting

2

2.0

Integration & Deployment

3

3.0

Service & Support

4

4.0

Product Capabilities

Lessons Learned

What do you like most about the product or service?

Not much but cost efficient

What do you dislike most about the product or service?

GUI and flow of tool

What one piece of advice would you give other prospective customers?

Please choose wisely if you are going with SM. This is not efficient tool and there are many other good option available in market.

Deployment architecture

On-premises

Evaluation & Contracting

3.0

Why did you purchase this product or service?

Cost management

What were the key factors that drove your decision?

Overall cost

Ability to understand your organization's needs

2.0

Timely and complete response to product questions

3.0

Pricing and contract flexibility (pricing and terms)

4.0

Integration & Deployment

2.0

What was your implementation strategy?

Worked with just the vendor

How long did your deployment take?

I don't know

Availability of quality 3rd-party resources (integrators, service providers, etc.)

2.0

Ease of integration using standard APIs and tools

3.0

Quality and availability of end-user training

3.0

Ease of deployment

4.0

Service & Support

3.0

Did your organization purchase a support package from the vendor?

Yes

Timeliness of vendor's response

3.0

Quality of technical support

2.0

Quality of peer user community

3.0

Product Capabilities

4.0

Product capabilities

4.0

Case Management

4.0

Service Reporting and Resource Mgt

3.0

IT Knowledge Management

2.0

Multichannel Engagement

2.0

Change, Configuration and Release

3.0

IT Support Enablement

3.0

Additional Context

Version number(s) currently in use in your organization

6

How long have you used this product or service?

6-12 months

How frequently do you use this product or service?

Daily

Which of the following describes your company's relationship with this vendor?

System integrator: My company consults, deploys, and integrates this product on behalf of clients

In which country(s) did your deployment take place?

United Kingdom|India