It's easy to use, it has many plugins available for free or at low cost (eMantainter), you can add any kind of field in your tickets without too much effort - there are even templates ready-to go! You have one place where all information about each ticket comes together; from creation until resolution including comments made by other users as well so no need anymore going back through logs trying find some clue regarding what happened with this piece o code/feature etc... There aren't notifications sent out when someone replies directly into my comment section which I don’t think should be impossible but could easily just not display those messages if they were set up like emails would do instead? If we had something similar here then everyone who replied using our internal email system wouldn´ t get notified either because their mail server was configured wrong or didn` s sendmail daemon wasn's running correctly..