The customer service has been outstanding from day one! They have made it super easy to get up-to speed quickly when we only had 30 tickets in our system at first launch of this product - they've added more than 200 since then!! I'd like some better customization options for my team's dashboard (like being able to customize colors or fonts).
If you're looking into an all inclusive solution without having too many bells & whistles initially just go ahead w/Agility asap because their support staff will help guide your way through any issues once things are running smoothly. We needed something simple but flexible enough so people could use what was already there instead adding new features themselves which would take time away form other projects within ourselves AND others who used those same tools.