This makes it much easier to resolve problems. We like it a lot. In fact, we recommended it to our corporate office and they purchased it too. Receive and all the data is automatically entered into the system. Receive saves us quite a lot of time.
Agent is a big help in reducing the time it takes to respond and resolve our calls.
We handle a lot of calls and inevitably some of them get pushed to the bottom of the list. Web allows them to enter their information immediately. It's very flexible and gives my department a speed advantage in resolving user issues. It has allowed me to gain control of our help desk and offer dramatically increased levels and capabilities of customer service. Web before I even get to the office.