Accelo makes it easy monitor incoming support tickets and distribute them amongst my team. The ability to track the priority of tickets is fundamental and easy to use.

Sometimes the triggers are difficult to setup and is quite a long process to implement

Communication with our clients. This sets BITS Technology Group apart from other MSP's

As an IT Professional supporting multiple businesses, efficiency, and transparency among team members are key in ensuring that our clients receive quick and effective solutions to their problems. I particularly like the way that our team can easily swap tickets, track time, and look at and work on tickets assigned to other team members if necessary. This enables a very efficient decentralized workflow that lets us help each other more easily.

The only thing that I do not like about Accelo is that I often have to refresh our support tickets inbox after relocating emails to existing ticket threads so that I can visually track what I have already sorted through. This isn't a big deal, but as someone who is focused on keeping our inbox clean and organized, I wish it would update on its own after a message relocation.

Accelo solves one issue which I already mentioned, which is that it allows our team members to work on other members' tickets without having to join or go through administrative processes to join the ticket. I believe this is because all of our team members have high-level permissions, but either way, this is a huge benefit in our workflow because it means when someone is on the phone with a problem, we can start working or helping a team member immediately.

Working mainly in Support, I deal with the ticketing aspect mostly.

The email integration is fantastic - it usually selects the correct emails that come in and ignores the rest.

Creating tickets from emails is quick and straightforward.

Creating tickets from other means (Phone call or instant message) is also quick and can be done on the fly.

Responding to emails from the tickets as though I have sent them from my email client works very well.

You can take a project from Quoting through to deployment and then on to billing all in this one package, and I like how that works.

Creating Customers with all their assets and contracts they have with you is simple and easy.

Everything is quick - compared to other products, which overcomplicate everything, and pages take a long time to load.

Everything flows nicely, and it's very customizable.

The signature editor could be better.

Occasionally emails don't appear quick enough.

Accelo keeps us organized, so information is no longer being lost, there is a considerable speed benefit on the creation of tickets, and time tracking allows us to report on how much time we are spending with each customer. This is important when trying to find out if a customer is profitable for us.

This tool keeps us organized and responsive.

The ability to automate tasks and create new tasks for coworkers contingent on the completion of a prior task in a project.

It can be difficult at times to redesignate the date and time of a work log that wasn't closed out the day prior. That can be frustrating.

The ability for our clients to create tickets for us to fix is invaluable. This process makes things much easier than just getting an email from someone and hoping you don't lose track of it.

I love the organization of companies, retainers, and tickets. While we use a separate billing system, Accelo allows us to manage our work efficiently. We can create tickets for ongoing projects or log time against retainers for work that does not need a ticket associated with it. It is excellent for our workflow.

One issue that we don't run into often is that we need to close out tickets when we need to start a new retainer for a company. It does not allow for the easy rollover of that ticket, and new time be applied to the new retainer. If we move the ticket to the new retainer, it removes all time worked against the old retainer and applies it against the new retainer. It is a pain, but we make it work.

We are solving how to keep all of our work for all of our clients managed. We have ongoing projects, and quick work we do for our clients. Having the combination of Retainer and Ticketing allows us to manage this easily

The email integration that Accelo provides means I can continue using my personal email address which many customers will contact me on and everything is seamlessly logged onto the system, any that aren't assigned to tickets can be done with speed and also converted to tickets quite simply.

Initially, emails were very slow to synchronize (Over 10 to 15 minutes sometimes), but this is fixed by following their well-constructed tutorials on setting up email integrations properly.

Traceability. With Accelo, we can look back on past tickets and events with one simple search at the top. It searches everything and brings up the most relevant results and works so well. When you need to find a particular ticket, you can type in the name of the customer, engineer, or information from a ticket.

I have always been able to find what I need via that search, and it quickly helps to stop duplication of tickets which has been a problem with past systems.