We are delivering a much better, managed, rationed, fair service delivery in a resource constrained environment. Getting staff to self-log and also sending the basic Net Promoter Score feedback request for every closed save helped productivity.

In general the experience is good. 1. Reporting is not user friendly. The system prescribes type of reports e.g. Resolved vs closed. We report on resolved tickets(maybe not correct from an SLA reporting perspective, however we have minimal reopens) - the Incident KPI dashboard reports on closed. I am not using the reporting functionality at all and have compiled my own queries/views and dashboards. In addition the display of results in graphical format is quite limited. 2. Updating via emails are not neat/tidy - includes a lot of information (signatures and pictures) making it difficult to follow the notes. 3. Agents work on more than one ticket the same time and would like to keep the ticket open - although a ticket can be opened in a new window it only shows the "edit" view and not all information required (e.g. notes) to actively work on a ticket 4. Cannot exclude child-related incidents from SLAs 5. Admin manual to be more comprehensive on the how to do that what to do. 6. In instances when we want to add a picture, we need to save it as a document before it can be an attachment - it would be better to copy and paste the picture (especially in the knowledge base, but this can also be applied when we want to send a printscreen to a user via notes or notify) - we communicate a lot with vendors and need to send them printscreens as certain test are done. Because of the extra steps to be added to allow this in SupaTOOLS, the team tends to bypass SupaTOOLS and send comms via their mail accounts. This means I have to manage this factor as well. Chris has been more than supportive and quick to respond, which I appreciate.

Good.

I really enjoy using and customizing Canfigure. It's part of my daily routine, and I'm excited to see what else I can do in the future.

I really appreciate SupaTOOLS’ support help in getting the quick response and problem solving. Frankly speaking, as a user friendly and reasonable pricing of SAAS, the tools is mostly comprehensive to compliant the Configuration/Change/Incident/Problem Management of ISO20K which has been implementing for my company environment. I wonder why only my company in my region in their customer list. Come on … more promotion in Asian as I can be as the reference site.