Ivan Mercer
Customer Support Operations Manager · 1001+
1 review written · 4.0 average
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Reviews by Ivan Mercer
★★★★★
Switching from our previous platform was the decision I pushed for, and two months in, I'm not regretting it. The multi-channel inbox alone has cut down the chaos for my team. Routing logic, macros, the reporting suite, all of it came together faster than I expected for an enterprise rollout of this size.
That said, the admin configuration is genuinely dense. Getting our custom ticket views set up the way we needed took longer than the onboarding timeline suggested. Customer support has been responsive, but not always knowledgeable on the deeper settings. Worth it overall, just go in with extra runway.
