1. The way that tickets can be documented/updated with notes, and how those can be communicated to a user. That is its strength. 2. It is stable 3. While for me its design and layout is too busy and you can lose track of things, I know that for some people having all the different menus and tabs and drops the way they are is a positive.

1. Everything can feel disconnected/disjointed. I don't want to feel like I need to work to do the work of handling tickets. It can feel like you are fighting the tool, like you have to click around too much to do things and find things. 2. It has, for me, some of the most unintuitive reporting that I've experienced in an ITSM tool. 3. The general clunky and overly busy appearance of it makes it more challenging to train people on how to use it, and has made it easier for people to make mistakes when handling tickets. 4. Knowledge base to ticket integration is behind other ITMS tools I have used.