This program is very user friendly. We upgraded from the desk top version and the transition was pretty seamless. The web based version is amazing in that it refreshes and updates every few minutes. This way we don't have to remember to constantly refresh for new tickets that are submitted. Review collected by and hosted on G2.com.

As the program goes through updates it tends to throw a little wrench in our day to day. It's nothing monumental, but their support staff could be available a little more in my opinion. I am having a small problem so there is a little downside with my outlook plug in, but that may be resolved with updating my firewall settings. Review collected by and hosted on G2.com.