Just about a year ago we were looking for a web based solution to replace our aging FileMaker Pro in house solution. We looked at several solutions, some open source some commercial. None of the solutions had the ease of setup, use and interface design as Web Help Desk. The support has been terrific and very responsive. We've had very few problems but support was right there to fix the issue and offer recommendations on how best to use the product. We run our system on a Mac server but have clients using both email auto created tickets and web based interfaces. Since it integrates into AD all of the user credentials are already set. We manage multiple locations with techs located in different locations and this web based tool has been a tremendous benefit to keep us organized and track issues and response times. We are also starting to use the Asset portion as well. Looking forward to the new features coming out in version 9. Great product and great company.