The system is very easy to use; we are able get all our information in one place without having multiple programs or applications open at once which can be confusing for end users as well if you have more than 1 IT person helping them out! There could definitely also better notifications of things that pop up like tickets so it's not just me who says something pops right when I'm looking away (or typing).
We're using this software primarily because there was nothing else available until now since most other systems were too expensive/complicated compared what they had before us getting into their product line-up etc...