What do you like best?
Desktop interface, intuitive to all levels of users, clean design that is easy to view at a glance, and nicely partitioned between functions.
Flexible ticket structure and work flows, allowing for catered processes and form-based data-gathering, to obtain the right information from requestors on the first try.
Detailed inventory component, and extensive filtering options, to make it easy to associate troubled equipment or software to a user.
What do you dislike?
Mobile integration (tested across Android and iPhone). The Apps in the store do not work with the AD authentication, and if you do manage to logon with the App, you are presented with the legacy mobile website, as opposed to the intended app-style that mimics the desktop website, but for mobile screen sizes. Using a browser on the mobile device works, but it is a legacy style interface that is difficult to use for even basic activities.
Lack of live refresh (A feature that is possible using AJAX or similar coding). As of now, to see the latest ticket submissions or updates to a ticket that you already have open, you must refresh the page. Ideally, a ticket handler could keep the Incidents page up on their computer and as tickets are submitted, they would live update. Without this feature, users must actively refresh the page manually, leading to delays in seeing a ticket. There are other avenues of notification that work well (e-mail), however this would remove a step and put them closer to engaging a case just that much faster.
Recommendations to others considering the product
Be consistent and clear with needs and goals when engaging their support team. They have good resources, however they appear to be a small staff, so it is easy for them to get pulled away from your concern. The more information you can provide them at the start means less back-and-fourth and a quicker turn-around.
What business problems are you solving with the product? What benefits have you realized?
Tracking of user concerns and trouble trends, be them departmental, system, or regional. Demand on IT staff, allowing for forecasting of staffing as well as determination to availability of resources in upcoming projects.
Additionally we now have a great 'always-on' inventory record that is cross-referenced to the user's AD accounts. There is enough flexibility in the fields to capture all relevant data, link to AD information, and tie to our Accounting departments own inventory tracking number system. Importation is easily handled one-by-one on the interface or mass-import via CSV file.