But the actual documentation of the tool has room for improvement. I needed a YouTube video to get started and that's rare for me.
So what I want to say is, that you need an intuitive, discoverable UI, but also a documentation that has each case (and if it's just for linking in 1st level support cases) _and_ is discoverable. And by that I mean both easy to grasp (e.g. following https://diataxis.fr/) and also can actually be found. I've had cases where a tool had good documentation, but actually finding it was the hard part.