Parature (Discontinued) Reviews & Insights

Parature is being used by my department and by a few on campus. Parature is fairly new, but many other departments are gaining an interest in its uses and the multi-use products that Simplicity offers.

Parature is well-used in this office. I recommend its use to all conduct and housing offices- no matter their need.

Parature was used as a sole system of record for all our customer support cases, reviews, and feature requests. We used Parature to build our company's knowledge base for FAQ/help articles as well. It was only used at the the customer experience level.

Parature works great as a customer engagement and case tracking tool. For anything more in depth, one should start looking at other [customer service software] products.

Parature is used to allow clients to access our product support and help desk. The idea is for the service to cut down on live interactions with our staff. A year after implementation our call volume was down over 20%. As our knowledge database grew over time it has proven to be a more valued tool. The self service portal (and Parature) is used by our Client Service team (a group of about 25 members). The business problem the self service portal addresses is scaling our support offering as our client base grows without drastically adding staff.

The service works well for us because our client base is fairly computer / network savvy. The issues they run into are fairly similar across the board so a knowledge base is ideal. It may not work as well for situations of a mission critical nature. Also, our user base is a close knit group that is very interested in each other's success. We are releasing new products on an annual basis as opposed to constant change.

One feature of the product that has worked very well is the ticketing system. Leadership can watch the ticket flow and user experience. We can coach the team on the most effective way to handle different situations and learn from issues that arise.

Parature is used primarily by the Customer Support team to support users of our Resource Manager, Analytics, and Impact solutions. It is also used by our sales engineers during evaluations, our professional services group, and engineering team. We leverage the "Download Manager" capability for software entitlement and delivery. In addition we make heavy use of the Knowledge Base module to provide customer self-service.

The single element of Parature I've not seen in any other system of this kind is the Download Module. You can post files in the open, or protect them by any number of entitlement methods. The solution is also appealing to those who don't want to manage the back-end/IT needs as it is a hosted solution and has proven to be very reliable.

As a technician within a college's Information Technology Support Department, we used Parature to track the issues reported by our user-base (students/staff/faculty) in order to enhance the level of service we could provide. Building a knowledge base of our most common issues with Parature allowed for faster response times, quicker problem resolution, and the proliferation of knowledge among employees.

Parature earns a "7" on my rating scale because it fits the bill for a ticketing solution. While it is not the most powerful utility I have come across, it is fairly user friendly and gets the job done. There is quite a bit of room for customizing the interface, but it comes with a learning curve. A score of "7" reflects what I would tell anyone who is looking for feedback on this application; it's better than a majority of the market share, but still has room to grow!

The organization I was in was used by IT as a Helpdesk tool to capture, route and track Helpdesk tickets. I believe it was only being used by IT. The business problems addressed were that you don't have to be a rocket scientist to use it and that being a cloud based product made it easier to manage from an IT perspective.

Small environments or environments where the users aren't tech savvy are the ideal place for Parature. I only give it a 7 because I didn't use it long enough to really dive into it.

I was using Parature when I was working at Blackboard Inc. The product was used as a CRM for our internal use and then was being used as a tracking/ ticketing system for our external clients. It was used only across Student Services and it addressed the problem of keeping track of of tickets and issues.

Make the product more user friendly and stop trying to provide every feature. Just focus on what you are good at and not cram so many things into it.

Currently, my organization uses Parature for our student and instructor support. It is not being used by our entire organization, but we have several departments that service tickets via Parature. It is terrific for providing quick responses, knowledge base article review/entry, and communication. Reports are easy to build and print.

If the product is user friendly, and is able to provide a great experience for the customer, then Parature would be a great choice. The tracking piece of Parature allows reports to be run and downloaded in . CSV or MS Excel format very easily for any organization. I don't know a place that it would not work for any organization.

We previously used Parature for all our customer-facing support needs. Tickets came in via email or our support portal and were created in Parature. Then, a support engineer would triage and assign those tickets depending on the complexity. Ticket-based support allowed us to support more customers in a far more efficient manner than via phone.

If you don't need robust do-it-yourself reporting and if you are running a customer service organization that only works one incident at a time, Parature might be a suitable solution for you. If you're a busy office handling multiple issues at a time and if you want real time information about team performance at your fingertips, there are likely better solutions that integrate with sales, marketing, and finance.

We manage the customer service of a client that purchases Parature service. Therefore Parature is provided to us. The project is in the entertainment industry and we use Parature to address customer questions regarding their products and websites. As for business issues, Parature is able to handle the diverse departments within the projects that need to be addressed. Adjusting filter settings and dropdown ticket values that customers need to input help get the right questions to the right people.

Parature is meant for users with moderate to advanced technological expertise. A situation where it may not be appropriate (but will still get the job done) is for simple question-answer services or for teams that require simpler or minimalist, straightforward interfaces. Parature would be wasted on low traffic clientele. It is meant to handle high volumes of inquires that require organization for efficient solutions. It can handle as much volume that can be thrown at it, meaning it will be a reliable service if 10k+ inquiries come in per week.

Questions to ask when selecting a ticketing service would be:
- What is the volume of inquiries for this project? High or low?
- How proficient is the team in digital organization?
- Would the team prefer a simpler interface?
- How many seats are needed for the team to function correctly?