The ease of use for our small team was one thing that stood out right away - it's simple enough so we were able to get up an running quickly without having much input from support staff! I dislike not being able to have more than 1 ticket open (I need 10).
There are some features in there which could be better if they had been thought about when creating them originally but these can easily updated as needed by adding additional fields within each page. We're solving problems with how often our assets break down - this means less downtime and higher productivity per day/hour worked.