Help Desk - Does anyone have good or bad experiences to share?

We are contemplating purchasing the CRM with Help Desk to use with a
new product we have developed and we would like a way to monitor what
problem calls are received and ability for follow up on these calls, as
well as to try and resolve the problems. The demo looked great, but
wanted other user opinions, if possible. Usually makes a difference
once you are actually using the product, vs viewing a demo.
Any opinions will be appreciated. Thank you,

Joy Fekkes
Jaco, Inc