The web interface is prone to slowness and doesn't handle latency at all. There is no keyboard shortcut to save the ticket, so say hello to RSI and lots of manual clicking to just get a ticket created and assigned. It takes about 5-7 minutes on average to cut a normal password reset ticket out. Managenow, HEAT and other service tools I've used have been FAR FAR FAR better than this waste of time. In order to get an accurate reporting picture, management has made it so that we need to assign the ticket to several different boards to change one status. If you need to change a procedure operationally in order to get your reporting accurate, then you have bad reporting integration too!!