The ease of use, the ability to see all the tickets in one place and also being able to assign them to certain people. It's easy to get lost when searching for tickets or creating new ones. There are some features such as assigning a ticket to someone that I haven't found yet! Definitely try it out if you're looking for a ticketing system that is simple but powerful and can be used by many different departments within an organization. We were using a number of different ticketing systems which made it difficult to keep track of what was going on. This has helped us make sure we are moving as quickly as possible through our backlog of tasks. Also, it helps everyone remain updated on what tasks they have and what they still need to do.