The best part of zinergyserviceDesk was its simplicity in managing tickets from my end as well at client side too! I love it for all features which are available including ticket creation etc., It has almost everything one needs even though there might not always have been an option or feature like this but surely will come up soon enough if we need them so no point mentioning about such things now :) Nothing much dislikeable thing i could say here except maybe some UI changes would make life easier once upon a time when searching through the menu options were quite confusing than what they used to look back then :).
Try out their free trial version before going ahead fully because sometimes people get confused due to lack of knowledge regarding their product hence may think twice after trying few days/weeks only. Managing our IT Support Requests very easily by using Zapier Integration. We also integrated many different CR.