It is one of my favourite softwares, I have used it for more than 2 years now with great success! The UI & UX are superbly designed which makes work easy as well as enjoyable!! Sometimes we face issues while connecting to our mobile devices using serdoobot app but this could be solved by increasing timeout value in settings section or restarting device from recovery mode (if phone not rooted). We use SDR mostly when working remotely at client's sites so that they can get instant support whenever required without any hassle!! Overall very good experience i had till date! No major issue reported yet though there might me some minor ones if compared side-by -side features available under other solutions like Zendeskt etc.. So definitely go ahead its worth every penny spent. ! Using mainly within Indian market where most companies.