The ease of use is what I like best about this software. It's very simple to navigate and it has many useful features. I also appreciate how easy it is to share information with others via email or through the chat feature. The software would benefit from more customization options. There are some things that I wish were easier to change but I guess that's why there is an option for me to do so. I am able to quickly and easily see my open tickets and check their status. I'm also able to communicate with my team members and clients using the chat feature.