I really like that it is free to use, no contracts or commitments required! It's easy enough for companies who are not tech savvy at all (like myself) as well as those more advanced in their IT knowledge. The interface can be confusing if you're new to this type of software. If there was an easier way to find information about your customers' issues than having to click through menus/pages etc then maybe it could be made even better? At present we have found many bugs with our website which has been difficult for us because they seem so minor but when combined add up over time!