There are much better tools out there

What are the best aspects of this product?

It's somewhat flexible, has an archaic and cryptic API that some have integrated with in various programming languages.

What aspects are problematic or could work better?

It looks and feels similar to a somewhat better version of Bugzilla circa 2006. It's feels clunky. It puts things like that last reversed sort order into the URL as a request parameter, so if you changed the sort as your last action and then bookmarked that URL instead of saving the search, then each time you hit click on your bookmark, it will load the list in the opposite order. It's search is pretty awful and difficult to use. Our company has hated it for years, and has finally decided to replace it.

What features/services would you like to see in future versions of this product?

I'd like to see it look and act exactly like Jira or Zendesk, integrate tightly with Slack, and have a really powerful but intuitive and easy-to-use API for editing and data retrieval. And it should be fast even with a massive amount of data. Allow the ability to disable email notifications for mass changes just for the cases being altered. I don't expect this can be done without a complete rewrite and different product name.

What specific problems in your company were solved by this product?

It's somewhat better than just using email and a spreadsheet for company helpdesk and task management. But, it's been non-competitive since 2004.

Are you a current user of this product?

No