Aptedge Reviews

This application has transformed the way I find resources and obtain solutions. Very user friendly interface, comprehensive resource search and is very adaptable.

The answer GPT feature is very useful but requires enhancement in terms of accuracy.

Improves response time by suggesting the most recent snd relevant solutions. The group notification feature helps notify multiple clients of any outages.

I like that Aptedge connects to Jira, Confluence Salesforce, and Knowledge and supplies our agents with relevant information for solving cases. I also love the use of Edges to connect like cases as well as efficiently communicate to customers during outages.

I would love to see more around data analytics and reporting which I know is coming in the future. Aptedge is connected to a lot of critical information that I know can make a contact center manager's job easier as it relates to reporting.

It efficiently provides our agents with relevant information that helps them solve cases faster. Aptedge gives us a mechanism for more easily tracking common issues through edges and even sending mass communications to impacted customers.

Searching multiple sources for answers like Jira, Zendesk, and Helpdesk KB articles is great. It can make searching the entire organization's data much easier.

It's still a little weird trying to read tickets or Jira cases in the engine itself, I usually have to get the case number and then go back to the original application and find them.

We have answers for many problems spread out between Zendesk, KB articles, Jira, Confluence, and Sharepoint. Being able to search all of those at once has saved a lot of time.

For the most part, it is very helpful but I often change the subject to match the issue to pull in a better match.

When opening a ticket within an AptEdge search, I find the excess " " distracting.

Finding Zendesk tickets quicker

Consolidates information from multiple resources into one place known as Edges, and utilizes auto-linking conditions to associate cases to relevant Edges to help agents find information faster, answer client questions more accurately, and ultimately resolve issues quickly.

ApyEdge is still in its infancy but there is a lot of potential to grow as a leading tool in the customer support space. Their current search functionality is based on keywords which impacts the accuracy of information returned.

- Consolidating resources from multiple tools into one area

- Help agents find information faster/more efficiently by reducing the need to search by utilizing auto-linking and Edges

- Utilizes generative AI to provide friendly responses agents can use to respond to clients

- Bulk replies to respond to multiple cases at once

I like that I don't have to go to multiple locations to find multiple results. Using AptEdge, I can search Jira, Zendesk, KB docs, and more all from one location. I can filter results if I know I'm looking specifically for a ticket sent to engineering, or if I want to see if anyone on my team has seen an issue before. I can review public conversations, filter articles and documents, and even set up "Edges" to help others find similar results.

The biggest concern I have is with GPT. I will ask a question and get an answer, but that answer will almost always be solely based on the first result (or on a rare occasion the first two), even though there might be several results with more applicable information. This can result in conflicting or even incorrect information. It works well if the questions are basic or if you ask "just the right" thing. But typically you don't know what to search for in the first place, which is why you're even in AptEdge.

AptEdge has helped me consolidate information to a single location. Being fairly new to my team, it's sometimes difficult to find the right article or ticket history because I just don't know where to look. AptEdge eliminates a lot of the guesswork of where to find things.