We used it before, but not in the way we were trying to use it now. Before, whenever we'd have an automatic ticket generated from certain sites, it'd default to being assigned to our company's account rather than the account of the customer. After getting help from Travis to set up the rules in the way we wanted, we don't have to worry about that at all. It honestly saves a lot of time for us. Rather than spending increasing amounts of time on reassigning who each ticket would be billed to, we're able to focus on improving and maintaining the systems we already have. It definitely helps us to meet the needs of our different clients far more easily. It was nothing short of astounding. Travis is an absolute wizard with these systems (which is not surprising given that he created them), but in the process of creating these new rules, he very efficiently explained how it all works and what affects what and what serves what purpose rather than just telling me to do a, b, c, etc. It also helps that he's a very pleasant person who will quickly adjust his explanations based on how much you know about certain topics. I don't think there's a whole lot more to say that hasn't been said. While there is a learning curve with setting rules up to your specifications, it's certainly worth the time. For the purposes that it served me and my company, I'd describe it as a swiss army knife for email interpretation and execution. We used it to, through regex, take in a specific line in an email and then create a ticket that was assigned to the associated client's account. It'd then send an email to us with information on the generated ticket. If that failed, there'd be backups to save the program. However, it can do hundreds of different things depending on what your particular needs are.