The ability to create custom fields, assign them values for different types of tickets or issues with multiple columns is very helpful in keeping track of our tasks/projects at work! And their customer service team was extremely friendly when we had some questions about how best to use it (we were just getting started). I wish there would be more options available as far customization goes beyond what's included outofthe box but that may only have been an oversight by someone who didn't knowβ¦