I like how easy it was for me as an individual user (not IT Admin) to get started using this software. No previous experience required! Easy interface that allows you to quickly learn how things functioned without having someone explain everything in detail first-hand. The ability to create custom fields/fieldsets within tickets makes tracking data much easier than if they were only available out of the box. Not enough flexibility when creating new forms - some types are not supported at all which can be frustrating because we use them quite often. We have been able to track our projects more efficiently since implementing this tool into our workflow process. This has helped us keep better records about what each team member accomplishes so far during their assigned tasks. By keeping better tabs on time spent per task, there's now less room for error from overspending hours doing simple stuff.