The ease of use, how easy it was integrate into our systems/hardware (including wireless), ability do take screenshots or copy paste them directly in an email without any additional software; also very fast response time from their customer support team! I would like that they improve some features such as sending out notifications when there are pending work orders with no one assigned yet - this isn't available now but something we'd love if implemented sometime soon. Also wish you could have more detailed reports than just what's displayed at first glance upon logging onto your system.- Sending tickets via mobile device while working outside office hours has been easier since implementation last year.-- Having all equipment inventory data organized by location which makes tracking down parts so much simpler compared between different locations where supplies may be stored--.