A Great Way to Manage your Tickets

I worked with Jira Service Management (Jira Service Desk) in different companies. It's very powerful in terms of use cases. It is great to be able to have multiple entries for service desk queues. It is very flexible and allows you to have different entries and queues for partners, customers, users, etc to request actions. Those entries and queues can support different types of requests like for example product changes, product feedback, issues, bugs, operational requests, ... Also, the whole request / issue lifetime is very well tracked and manageable, especially if you are using Jira as your product development platform. The good side is how flexible it is, how many different options in the workflows can be configured when you have different needs and different entry points. The negative side is how much work and knowledge are needed to manage this, if you only need simple workflows, it might be a bit complex tool for your needs.