It is very reliable, bugs free, has no performance issues an with a very good and friendly UI.
I really like the interface of the website and the depth of functionalty to assist running a service desk is really great. Superior software for the price.
Trouble-tickets are great, the queues are all very versatile and easy to manage. We have automated alerts, calls, and client-submitted tickets and screenshots all populating to an active queue.
The sales people don't know their product and it doesn't have a lot of features. The sales people should have a PPO against them as all they do is harass.
Very convoluted and customer support is terrible.
It can be confusing to learn the system, since there is so much there.