The system is very easy to use, it has all of my tools that I need in one place! It can be used by multiple people at once which makes things easier when you are trying not only help your customers but also other team members as well (especially if they do their job better than yourself). You have everything right there so no searching or having 2 places where someone could lose something important - like passwords!! There's nothing really bad about this software; however we did find some issues with how long our tickets were being processed sometimes before getting back into service again after an issue was resolved/fixed internally within 24-48 hours normally time period would take almost 1 week instead. We realized most likely due to us using internal ticketing systems prior while waiting longer then expected from outside support companies who don't know what goes behind making sure customer gets answers fast enough without any problems occurred afterwards such as data loss etc..