I don’t know what version I used to use but I wouldn’t have called the UI intuitive or responsive. It was randomly buggy from a workflow perspective too. Like resources getting stuck in a weird limbo. Conditions would be met but not visible by the condition evaluator. Or queries failing to find anything but later work. It could be somewhat awful at times but I don’t think it was as terrible as Remedy... but what is?

Customers make stupid customizations that break it. Especially older implementations.

Also help desk is the first use case, nobody wants to give the helpless level 1 people any changes, as it’s an excuse not to perform.