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Ranked # in Customer Support Software |
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BEST FOR:
RECOMMENDED FOR:
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 Description:Tender is a help desk application that organizes customer support requests. The software is fairly easy to use and can be modified to meet a specific look or requirements. It can also track issues through the company’s Lighthouse app for an additional fee. It is the only product that we reviewed in this category that provides file space to its users. |
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Review of TenderApp? |
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January 30, 2012
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Submitted By: David Coursey Company Size: $1 Million - $5 Million in revenues |
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| The setup process was quite simple. Signed up, put my credit card in, got the account ready. There was no training required. We started implementing SSO but this turned out to be cumbersome so instead we pre-filled the input fields for our users so when they click on "report a bug" they get all the title, description and privacy settings already setup. The biggest feature we use is the knowledge base however the lack of RSS export (or any export of the documentation in standard format) is definitely one of the reasons why well eventually end up moving away. Their support is ok, weve noticed some issues around 10am GMT because their backup strategies ran at this time (I guess in America this is their lowest peek time however in Ireland/Europe it isnt.) I'm generally satisfied with them apart from the time it takes to receive an email from the system whenever someone reports a new bug. Keep the $10 gift card :-) I don't need it. |
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Tender is a no-frills Customer Support app |
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June 23, 2011
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Submitted By: Walter Condin Company Size: $1 Million - $5 Million in revenues |
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| The setup process for Tender was relatively hassle free. My company had already set up an account by the time I began using Tender. They just needed to add me as an admin, which didnt take very long and was not complicated. Using Tender has been, overall, a positive experience. We have had to ask a few questions of their support team. For instance, we had a problem posting duplicate messages when I first started. I wanted to post responses to our team internally so that they could give the OK before I sent them out to our users. But when I posted "externally" the responses were deleted because they appeared to be duplicates. This was a minor issue but it seemed to take awhile to fix (more than 5 days) by which time I no longer needed to worry about duplicate messages. We've also requested the ability to have notifications when someone begins working on a response while another person is already viewing an issue. By this I mean we would like to prevent two people attempting to respond to the same issue at the same time. This functionality has not been built yet. Sometimes I will have composed a long response and press send only to find that my colleague has already responded and that I have wasted my time. We would also like more advanced and customized reporting features as the ones that are currently available are kind of "bare bones". Overall the app fits our needs but as we grow, we will probably need more functionality and faster responses from Tender. |
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