Love the flexibility of the different rules, such as groups, views, triggers, automations, etc. Also love the ability to turn the different tags on tickets to be turned into analytics. That way, we could see what product areas were associated with the most tickets. Review collected by and hosted on G2.com.

Biggest challenge was that there was no notification of a rule being broken. We would change 1 rule, accidentally break another, and didn't know until days later. Review collected by and hosted on G2.com.