The customization of the product and reporting capabilities have allowed us to provide upper management the graphs (data) they request that helps validate specific needs that we (IT) have. Being able to provide this data has been invaluable. 

Parent/Child tickets: Our employment actions can be lumped together under one parent ticket. Also, the audit trail and survey feature are good. 

It is a product that doesn't force a technician to work with Ideal Processes. 

The initial setup is pretty easy.

The stability of the solution is good.

Using the Help Desk and Purchasing modules, they let us keep track of all the issues in our organization and analyze them for trends. Purchasing helps us keep track of the stock/items we need and tie them to work orders.