I am incredibly pleased by the ease of use SP3 offers. I've used most of the big names (including eSupport) and this helpdesk has all the features, with the support to back it up. Best of all, it's a mere fraction of those 'other guys' price (around $100 at the time of this review). The support offered is incredible; Morgan worked with me for 3 days to get my desk up and running (turned out to be an error on my end). I can't stress enough how pleased I am. Try it out - you won't be disappointed!!