It has all that you need to make your work easier as it helps in providing an easy way to manage tickets and services with its robust features like e-ticketing etc. The UI could be more user friendly but I believe this will get better over time. There are various other options available out there if they have not started offering such tools yet. We used this software since 2 years now and we haven't faced any issues so far.
Easy to use - just give us a couple of days to implement everything. I