I like that we can see what's being done at our site from anywhere with an internet connection or cell phone - no more waiting for guys who are off-site! It would be nice if they could have some ability to respond directly back but not too important as it is easy enough just copy/paste their response into your email so you get notified right away when there has been activity after hours (or even days). This helps us keep up time sheets of work completed throughout each day by project manager which makes job management much easier than having paper tickets hanging around all over my desk every morning before heading out early!!