Service Manager, Remedy, etc were exponentially more miserable. I worked at a place that had 6 people who just twiddled Service Manager and kept the servers running etc.
All ticketing systems suck. It’s the nature of the beast. People used to talk about how awesome JIRA is. Lol.
Everyone hates ticketing systems. But I think that’s because people hate spending time on things that aren’t relevant to them. They all get in the way of someone’s desired workflow. (Did I, a champion of organization, fill out my time sheet? No. No I did not. grumbles)
JIRA’s strength is being mediocre for just about everyone. No one’s workflow can be implemented 100%, but it can be customized enough for most purposes.