[Icemaster]

If you're selling, one differentiator is modularity. Not every customer has the same needs; what are the core features and what can functions can be added (up-charge or simply enabled). Transition from legacy application to the new one - how easy would it be? Can data be imported natively or do you have to go basic and export to .csv and import/reformat? Or something else? How are they built? On premise solution or virtualized? How are they managed - do they need a team like Deshcodt has? What kind of consulting/advising can they/do they do with clients?

Does it integrate with existing contact center systems (systems an agent uses to make or take phone calls) or is it standalone?

Biggest thing, as was alluded to earlier - reporting. How easy is it to get the data back out once it's in, and are reports customizable. Second biggest thing - how easy is it for an agent or help desk engineer to use, is it intuitive with drop downs or do they need to keep a manual on their desk?

PM me if you want and we can talk, I didn't work directly with ticketing systems however those folks reported up to me on a transition or upgrade. I ran the programs that installed the core IPT systems and worked with the clients on design & requirements.