I like that it's easy for me as an individual user, but also if you're part of larger organisation they can have more complex permissions set up which makes sense when working in bigger orgs or across different departments! It would be great though just having some sorta admin control panel where people could manage who has access etc (ie not always relying upon team members).
We use this tool at work so we are able solve our ticket enquiries quickly & easily - however sometimes its difficult knowing exactly what tickets need doing next because there isn't any clear system flow/sequence guide provided by them? This solves my problem :).