We've had an overall good experience with it. There is definitely a *lot* of up front work and customization that will go into it. Each part of the process itself isn't particularly complicated but there are so many parts that when you look at it completely it seems overwhelming. One of the biggest considerations will be time. The process creates constituents as well as creating each ticket so if you're importing 1000+ accounts it can take a few hours. We had to have our stuff imported within an hour so we made modifications to speed the process up. I just happened to be on the site today and noticed Emily tagged me so you may not need it anymore but if you have questions feel free to email me cbailey@kentuckycenter.org I have worked a lot with this process and done quite a bit of customization.