It needs better integration with other tools like Jira. Better reporting and better data management are also needed.

I believe the way they're structured is the flat file. So it'd be better if they actually used a database for the data storage, and a more robust portal.

I would like more flexible reporting.

• More flexibility in customer portal (different views for internal - employees and external - customers) as we use it for internal help desk as well.
• Better testing - I have found more issues that I would have expected.
• Some features are very basic and with some work would be more useful