I found it somewhat confusing at first but once you do learn it there is not much that needs changing or adding onto. I like that it is easy to navigate and allows you to customize it. The features are great but sometimes when you make changes it can be difficult to find. It is very expensive compared to other software. Most of our clients are businesses that get large and complex support and are struggling to find resources to do it efficiently. We use technology to help them focus on the core business, so they can be more productive and therefore, able to produce more. I will say that the price is pretty good and clients have had great results.