What do you like best?
The ability to purchase the source code is fantastic, but even without this ability the customization of the product is great. The ability to create custom actions with JSON/Links/whatever allowed quick and dirty integration with a handful of internal projects; closing off of tickets in JIRA, kicking off builds in Buildmaster, and generally any API action you want is within reach.
What do you dislike?
Above all the ticket ownership/searching is very confusing when using it to find linked/related tickets. It is often that a ticket will not show up based on the roles/ownership and the order it pulled in, even though it is clearly something that should be selected - this is easy to fix with the source code. It is apparent mostly when used within the context of having segregated work queues with agents not sharing most queues.
Another catching point is the way emails are handled; customers tend to use them as conversation chains and it gets very confusing determining the response path when multiple users start to reply to the ticket and outside of it. I think this is a problem in many systems, but it received a lot of negative feedback.
Recommendations to others considering the product
Shell out the additional cash for the Source Code; you may never need it but it is super cheap and could be handy in the long run.
What business problems are you solving with the product? What benefits have you realized?
In a previous company that had an inability to finish projects there was a requirements to build a more agile workflow. A key effort in this was determining the constraints and elevating them. With larger companies this can be troublesome, but it can be easily done in groups with Kanban boards and the like - but this also requires some effort and support by management. In our situation, there was not enough time, not even for DIrector level positions and Jitbit plugged nicely into the system and was adapted to by the entire Dev team, DB team, and later the Security teams. It allowed an operational oversight into all work that was occurring and thus allowed us to identify constraints and correct.