Drupal vs. Jira Service Management vs. Joomla!

If you want to set up a basic Not For Profit (NFP) Membership system and content base, Word Press is easier than Drupal. However, if you have specific needs that require a fair bit of customisation then Drupal is the best CRM available. If the webmaster is confident with PHP and SQL, Drupal allows a lot of creativity.

Incentivized

I think using a ticketing system is very easy to use and allows multiple teams to create help desks in the same portal. In terms of internal usage, I think this is a great option. However, suppose you're trying to keep internal items and external helpdesks in the same instance. In that case, this is not ideal, as there is no effective way to separate the two instances to protect internal data better.

Incentivized

If your developers want to have some fun, Joomla offers the stability and friendliness to do custom coding. Certain marketing initiatives require us to get "cute" with the interface, and Joomla allows for that a bit easier than WordPress (and definitely easier than sites like Squarespace). The security of Joomla is also always a plus.

Incentivized

• Drag and drop functionality is easy to use
• Easy to switch between straight text and HTML content
• Ability to easily have multiple environments so that pages can be built in b/c-stage before they are approved and published
• Solid user experience where it's clear how to navigate the platform

Incentivized

• Integration with many of the most common tools companies are using (Slack, MS Teams, Salesforce, ... etc)
• Natural workflow with Jira (as product development / project management tool) which makes the full fix and follow up of the tickets / issues very easy to follow
• Allow multiple different entry points and work flows for as many different needs your teams / company have

• Security. Its got many new features in the new Joomla! 4 which make the already good security even better. I like the ability to use my Yubi keys to log in with the new webauth standard, I don't think any other CMS has that built in
• W3C Accessibility Guidelines (WCAG) 2.1 (with AA compliance)
• Really good SEO that gets our sites to the top of the search engines again without the need for any extra things
• Speed, it gets a really good score (100%) in the google lighthouse on our server, can't beat that

• This is not an easy CMS to work with if you don't have a good understanding of website development. It isn't "plug-and-play" like Wordpress or Shopify.
• Over time, doing major updates to the system can be taxing, especially if you aren't well-versed enough in doing system updates in line with your "child" theme and code.
• The CMS can become somewhat cumbersome with server resources if not carefully optimized while you build and customize it to your liking.

Incentivized

• Navigating through issues outside of a kan ban board can be confusing and task heavy.
• It's easy to clutter up the tool. It could use some easy clean up capabilities.
• User interface is decent, but could use work to make it more intuitive.

Incentivized

• Because Joomla's user community is smaller than WP, it lacks as many choices from 3rd party developers, meaning it can be a little more difficult to find the right extension for what you need to accomplish
• Along the same vein, most of the best 3rd-party software for Joomla! is paid
• Simple features such as Add to Menu and Cache cleaners should be adopted as part of the Joomla! core, though they are available as extensions
• Joomla! could use a simpler and easier URL rewriting process

Incentivized

The time and money invested into this platform were too great to discontinue it at this point. I'm sure it will be in use for a while. We have also spent time training many employees how to use it. All of these things add up to quite an investment in the product. Lastly, it basically fulfills what we need our intranet site to do.

In the current contect the requirments is around having a tool that is focused and can handle large ticket volumes and tracking incident, problem and user requests concerning end users. Jira has built in functionality to address the above practice needs faily easily and has a substantial amount of customizable reports for generating the relevant intelligence.

Incentivized

I gave it a rating of 10 because I just love how Joomla! works, how it is set up and how it handles many users. Also it is very fast, and there is no overload on the MySQL database or servers ever.

Incentivized

As a team, we found Drupal to be highly customizable and flexible, allowing our development team to go to great lengths to develop desired functionalities. It can be used as a solution for all types of web projects. It comes with a robust admin interface that provides greater flexibility once the user gets acquainted with the system.

Incentivized

If you're used to other tools in the Atlassian ecosystem, you'll feel right at home with JSM. It's also a platform that technical folk can easily pick up. However, I wouldn't recommend using JSM as a company's first jumping off point into Atlassian. There are a lot of other 'newer' tools that provide sleeker ITSM systems at a similar cost.

Incentivized

Joomla! 3.x is easily installed either manually or via a script provided by your host. It contains most of the tools needed to begin creating websites right from the start. Those features that it doesn't have are easily installed via links and buttons from the thousands of extensions available in the community

Drupal itself does not tend to have bugs that cause sporadic outages. When deployed on a well-configured LAMP stack, deployment and maintenance problems are minimal, and in general no exotic tuning or configuration is required. For highest uptime, putting a caching proxy like Varnish in front of Drupal (or a CDN that supports dynamic applications).

Drupal page loads can be slow, as a great many database calls may be required to generate a page. It is highly recommended to use caching systems, both built-in and external to lessen such database loads and improve performance. I haven't had any problems with behind-the-scenes integrations with external systems.

Incentivized

Today's Modern Joomla performs very well and is robust and durable. The pages load faster than they ever did in the past and Modern Joomla's integration into other software or systems has become seamless. Modern Joomla sites will last long and will stay running forever.

Incentivized

As noted earlier, the support of the community can be rather variable, with some modules attracting more attraction and action in their issue queues, but overall, the development community for Drupal is second to none. It probably the single greatest aspect of being involved in this open-source project.

Incentivized

I gave JIRA a 9 rating since for me JIRA works according to its purpose. Since there is a customer portal, our clients can leave a comment or communicate with us using the PR ticket that way it is easier for us to also request any additional information we need for our investigation.

Between the core Joomla developers who are excellent at answering questions and providing support, you have a whole community of developers who work with Joomla and are happy to help fellow developers out answering questions and supporting the Joomla project. Out of the many communities I am involved in for open-source software, Joomla's community is by far the best.

Incentivized

I was part of the team that conducted the training. Our training was fine, but we could have been better informed on Drupal before we started providing it. If we did not have answers to tough questions, we had more technical staff we could consult with. We did provide hands-on practice time for the learners, which I would always recommend. That is where the best learning occurred.

The on-line training was not as ideal as the face-to-face training. It was done remotely and only allowed for the trainers to present information to the learners and demonstrate the platform online. There was not a good way to allow for the learners to practice, ask questions and have them answered all in the same session.

It is good if you know Joomla! if not it can get a bit confusing

Plan ahead as much you can. You really need to know how to build what you want with the modules available to you, or that you might need to code yourself, in order to make the best use of Drupal. I recommend you analyze the most technically difficult workflows and other aspects of your implementation, and try building some test versions of those first. Get feedback from stakeholders early and often, because you can easily find yourself in a situation where your implementation does 90% of what you want, but, due to something you didn't plan for, foresee, or know about, there's no feasible way to get past the last 10%

Incentivized

Joomla has gone through tremendous growing pains. It is now better than ever. But before, when it was going from 1.5-2.5, the templates and plugins would break over and over again. If you don't understand what Joomla was trying to do back then, you might have a bad attitude toward it. Today, those pains are over and things don't break like they used to during that time period.

Incentivized

Drupal can be more complex to learn, but it offers a much wider range of applications. Drupal’s front and backend can be customized from design to functionality to allow for a wide range of uses. If someone wants to create something more complex than a simple site or blog, Drupal can be an amazing asset to have at hand.

Incentivized

Zendesk is a similar ticketing system that our organization used before JIRA Service Desk. The main drawback of Zendesk was that it can only be used as a cloud service. This means that our company data would be living on the internet at the hands of their security team. Another drawback of this is the price is significantly more expensive rather than hosting it yourself. Zendesk does have some additional features such as commenting on multiple tickets at once that JSD does lack. However, switching to JSD was significantly more cost effective because we have the ability and the infrastructure to host our own ticketing system, something that Zendesk could not provide. Ultimatley switching to JSD saved us money and allows the ability for integration with all of the other Atlassian Suite products that we use on a day to day basis.

Incentivized

We tested other platforms like WordPress, Magento and some local CMS. 
But Joomla offered us better resources for generating content.
Joomla is a CMS suitable for many types of projects, especially if you have several people editing content at the same time. 
It allows you to maintain visual standardization and offers many options for working with images. 
With its ability to control access to different articles, categories or even different components, it is a great tool, even if they are managed by different people.

Incentivized

Drupal is well known to be scalable, although it requires solid knowledge of MySQL best practices, caching mechanisms, and other server-level best practices. I have never personally dealt with an especially large site, so I can speak well to the issues associated with Drupal scaling.

Incentivized

• Given the endless possibilities that Drupal can have, we tend to have great support going on when we get a website launched
• It has become much much faster and easier for us to launch a new project due to reusability
• Configuration management in Drupal helps greatly with CI/CD, saves us costs

• It is definitely cheaper than Salesforce
• It allows the IT service desk to be more organized and respond more quickly to tickets, which can save time for both agent and requester.
• Some things are "not quite there" developmentally, so this means that internal IT will need to spend more time developing and testing the product.

Incentivized

• Joomla has reduced our costs of rolling out a new website because it uses less developer time and can be rolled out by individual users as needed.
• Joomla has a lot of extensions and add-ons that make it easy to create and implement advanced solutions quickly.

Incentivized