I hope the app developers will forgive my not realising that I did not leave a review yet!
This is easily one of the most useful apps we have, the support team is very responsive and helpful, and the program itself is powerful
the integration is great, you can click on the left side bar to go to the customer profile or recent orders, every few seconds saves lots of time in the long run
what it does: this manages your untidy emails from multiple email accounts and properly manages multiple users/departments with permissions for viewing
keep track of your issues with tags, colour coded, the reporting is more to show how efficient you are in replying to issues but it does show you issues by department, and by top 10 tags, by time period
so for example i can say we had 150 extra shipping tags 3 months ago, 25 last month, 10 this month, 2 this week, after installing an app to handle custom shipping rates.
we are only now using it the correct way and highly regret not doing so from the beginning
my advice, do NOT try to get by with just one user account with this app - get one account per person, set up the departments, correctly set your email forwarding and signatures, at $9 a month to start per person it is substantially cheaper than their competitor
they continually add new features which, most of them we do not need... but, i'm confident in the future we will need some of them.
If you find that you like the app please support them in full you won't regret it, the reporting will be mostly useless if you do not set up the app in the correct way at the beginning