I like that Backbone is integrated into our QA process, so we can track issues through the lifecycle of a project. It's also great that you can create custom workflows to help speed up the resolution time. I wish there was an option to export/download data in a CSV format. I have had to rely on 3rd party applications to export my data (such as Excel). There are some features that are not intuitive, but once you figure them out they're easy to use. We've been able to track issues through the entire lifecycle of a project. This has helped us identify issues earlier in the process and resolve them faster. The ability to track issues through the entire lifecycle of a project is a big benefit.