Comment by hiyer
5 years ago
Last 2 companies I worked at, we used zendesk for support tickets, and the support folks were pretty happy with it. However pricing is definitely an issue - at both these companies us engineers did not have individual zendesk accounts as it was deemed too expensive. So we couldn't check the ticket ourselves for details. Jira-zendesk integration mitigated this to some extent though.
Why not full Jira? Jira Service Desk + Jira Software, because as long as things are tickets, even if you are not an “agent”, you can still see the JSD tickets.
That's a good question. I would guess it's because we started using zd before jira launched servicedesk, and there was too much inertia to move.