The ability to create tickets from any browser using my phone or computer is great! I like that it's easy for customers to use as well. It can be hard sometimes to find what you're looking for when searching through all of the options. Sometimes there are too many functions at once which makes finding something difficult. If your department needs an easy way to communicate with their clients then this product would work best for you. We have been able to keep track of our client communication in one place without having multiple systems throughout the organization. This has also allowed us to save time by communicating directly with them instead of going back and forth between different departments within the organization.