I like that it's easy to use (especially since we have limited IT resources).
It can be difficult at times when you're trying figure out how best utilize all of its features but once figured things start working well again! We were looking into other solutions before deciding upon using this one - so far everything has been great!! The ability to track calls/tickets in real time from anywhere via our mobile devices was an added bonus as always having access while away would've helped us tremendously during busy periods such as holidays or events etc..