What separates a good helpdesk from an annoying one?

For people working in IT/helpdesk/support:

What actually makes a helpdesk system good in day-to-day usage?

Not talking about marketing features or AI buzzwords, but real everyday experience.

What matters most to you?

• speed?
• search?
• automations?
• simplicity?
• integrations?
• mobile experience?
• knowledge base?
• comments/conversations?
• reporting?

And what are the biggest things that make you hate a helpdesk tool?

Curious to hear real opinions from teams actually using these systems daily.