Pros
The software used to be great and could be again with some focus on fixes of issues and development of the functions customers ask for rather than the wild distracting and unprofitable ideas the clueless management chase after while using up all the staffing resource to do so.
Cons
Poor senior management who have no clear direction and no understanding of ticketing. A CEO who has no clear strategy and is clutching at straws to find a way to make money but failing because he is looking to diversify rather than make the product which pays the bills better. Poor communication and staff morale as for a small company, not many people know what's going on. Unhappy customers many of which would leave if they could afford to or if they were prepared to go through the hassle of changing systems.