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I used this earlier in my organization to review the Incident and interact with the Incident between the User and Support team. I felt like it reduces my downtime in comparison with any other Management services.
The most important demerit I noticed is that, when any incident comes and we use to react, it takes time to reflect on the resolution and updates on the particular incident.
I was using the Service now earlier and it was costly. At that time most of the features are too costly, so our client decided to use the Klaxon to reduce the cost. And it is just amazing.