I like that it is easy enough so anyone can use, even if they don't know how computers work or what programs are used for tickets etc! It's very user friendly which makes things easier than other ticket systems out there (and you wouldn't believe some of them). The customer service has been great from start until now when we have an issue with our account manager not responding back within 24 hours after email request was sent - he did eventually respond but only once asked me about my problem again instead of just answering right away without needing another question/request first. We've had no issues yet using this system since switching over last year at least!! Easy set up process too.