It could be better, but it is SO MUCH better than everything else which came before them. Confluence and Jira are pretty decent. I've never used Service Desk

It could be better, but it is SO MUCH better than everything else which came before them. Confluence and Jira are pretty decent. I've never used Service Desk -- I think it's ok in-house but not really ideal for a public-facing support org. The best thing about the entire suite is it can be self-hosted; cloud versions of these tools are non starters for most organizations I come in contact with (somewhat self-selected). Hipchat is an abortion/abomination/anthema, but was an acquisition.