Date
Decided by
What we need it for
Team size and users
| Product | Plan | Price per month, billing |
|---|---|---|
Mark each check as a must-have, a nice-to-have or not needed, then write down what you saw. We have not run these checks ourselves; the checks follow the vendor's documentation.
| ID | Check | Needed? | Your result | Our result |
|---|---|---|---|---|
| S01 | Assign Assign three of the six tickets to Agent A and leave three unassigned. Per the docs, Agent A gets an email and finds them under My Tickets. | Our result: not run by us | ||
| S02 | Two agents on one ticket Open the same ticket as Agent A and Agent B. Per the docs, the second sees a red alert that someone else is viewing it, and a draft in progress shows a pencil in the list. | Our result: not run by us | ||
| S03 | Hand over with an internal note Agent A comments on a ticket and tags Agent B. Per the docs, B gets an email and the customer never sees comments; confirm nothing reached your sending mailbox. | Our result: not run by us | ||
| S04 | Reply and history Agent B replies. Per the docs, the ticket moves to Answered on its own and the audit trail shows who assigned, commented and replied, with times. | Our result: not run by us | ||
| S05 | Who sees reports Open Reports as admin, then as Agent A and as the collaborator. Per the docs, only admins can access reports. | Our result: not run by us | ||
| S06 | Reports against assignment Compare the overview with Agent A's report for your test window. Per the docs, agent and team reports count only assigned tickets (three, not six), and collaborator activity does not appear. | Our result: not run by us | ||
| S07 | Collaborator limits As the collaborator, try to comment, reply, assign and archive. Per the docs, commenting works and the other three do not; collaborators count as users on the price. | Our result: not run by us |
A must-have you could not test is unknown, not passed. Write it down here and ask the vendor before you sign.
Yearly cost of the plan we need
One-off switching costs
Months paying for two tools
Work out switching costs, overlap and payback in Before You Renew (https://aibuildermarketplace.com/tools/renewal-check/). Leave a cost you do not know as unknown instead of guessing.
Product and plan
Main reason
Check again on (date)
What would change this decision