It was updated recently, so now it looks more polished with the new design and it runs faster. Also now you can see directly in the list of the open tickets, which ticket has been updated with information since the last time you opened it, because it is flagged by an icon. ^^
Some smaller things could be better though with the new design and layout, but I guess there is always room for improvement.
We're already thinking about possibilities to connect it to our IDM, so the helpdesk can for example call up the password-reset-mask with the needed user-information directly from the ticket etc. Interesting stuff coming, now I only need more hours in my day. 