Multichannel communication is possible in this tool.
Network monitoring is one best feature in this tool in my experience.
Easy to use and install for both customers and operators.
Customer support is very responsive.
Lack of customisation for users and operators.
Project management can perform better.
Lack of new feature on regular basis.
All my IT related problems are solved by this tool.
Overall a great experience with this and looking forward a positive relation in future.