The ability to have all of our tech support issues in one place, as well as being able to use it from home or remotely when needed! It also has an easy setup process that allows us to train new employees quickly without having them needing much training at first. I wish there were more features available so we could do some things better than what they offer now but overall very satisfied with this product. We are solving problems like never before by allowing remote access to clients who need help right away instead of waiting days/weeks until someone gets back into their office.