The good stuff:
-It looks nice on the front end
-The FAQ function is awesome
-The knowledge base works great with the glossary
-The support has been helpful and relatively timely
A couple of things that I am looking forward to as they develop this product:
-integration with Community Builder (link to profile, tab for users to see their tickets, maybe even the ability to pull in CB field values to the ticket)
-A little more flexibility in the how the FAQ functions when accessed through the portal instead of a menu
-A support staff module that would show action item counts
-some ability to define the rules for auto-assigning tickets
-a little clean-up on the formatting of the ticket itself; it's a wee bit hard to read sometimes and doesn't always line up right
-a user forum where we can see the issues other people are having and how they were resolved, make feature requests, etc.
All that said, this is a great start, and I can't wait to see how this product matures. I look forward to coming back with a 5-star review!