High confidence · 99 reviews analyzed · Based on 99 reviews. Signal may be noisy.
Frustrated
Recent user voice shows a frustrated sentiment. Users appreciate the core service desk functionality provides a convenient way to manage tickets while working remotely and recent interface updates provide a cleaner and more modern visual experience for daily ticket management, but report authentication failures following recent updates prevent users from accessing their service desk accounts on mobile and cluttered interface design increases the number of steps required to perform basic ticket actions.
Rating: 2.8
Reviews: 99
Confidence: high
How did the latest release land?
Overall
2.9/ 5
★★★★★
(1.3K)Current version
4.7/ 5
+1.8 vs overall
★★★★★★
(20)Main signal post-update: the core service desk functionality provides a convenient way to manage tickets while working remotely.
Review themes
Praise
What users love
- The core service desk functionality provides a convenient way to manage tickets while working remotely
- “Users find the ability to manage tickets from mobile devices helpful for field work”
- “The app is described as a useful tool for managing service requests outside of a desk environment”
- Recent interface updates provide a cleaner and more modern visual experience for daily ticket management
- “Positive feedback regarding the visual design of the current interface”
- “Users appreciate the aesthetic improvements introduced in recent builds”
Complaint
Common complaints
- Authentication failures following recent updates prevent users from accessing their service desk accounts on mobile
- “Users report being unable to log in after updates due to credential or SAML errors”
- “Frequent reports of the app failing to authenticate despite correct credentials”
- Cluttered interface design increases the number of steps required to perform basic ticket actions
- “Users find the navigation confusing and the ticket resolution process overly complex”
- “Excessive button presses are required to complete simple tasks like closing a ticket”
- Missing push notifications for ticket updates prevent users from staying informed about urgent service requests
- “Users report that the app fails to deliver audio or visual alerts for new tickets”
- “The lack of reliable notification triggers forces users to manually check for updates”
Request
Most requested
- Persistent app settings are requested to avoid reconfiguring preferences after every session or login
- “Users want the ability to save sidebar and filter configurations between sessions”
- “Requests for the app to remember user-specific display settings upon relaunch”