As a client who uses JIRA I think it works pretty well. I've seen simpler and more complex set ups. Keeping things simple on the front end is advisable for sure.
But from my client perspective I really like Zendesk. On Mon, Mar 24, 2014 at 11:32 AM, McHale, Nina <mchal...@cde.state.co.us>wrote: > Just curious, those of you using JIRA: my experience with it is limited > and outside of libraries (working in a web development firm) and it struck > me as something that would be overly complicated for a simple ticketing > system for non-IT staff reporting issues. > > Do staff...like it? :) > > Best, > > Nina > > Nina McHale | Digital Experience Consultant | Colorado State Library - > Colorado Department of Education | 201 E. Colfax Ave., Denver, CO 80203 | > tel 303.866.6906 | www.cde.state.co.us/cdelib > > > > > -----Original Message----- > From: Code for Libraries [mailto:CODE4LIB@LISTSERV.ND.EDU] On Behalf Of > Lisa Gayhart > Sent: Monday, March 24, 2014 12:24 PM > To: CODE4LIB@LISTSERV.ND.EDU > Subject: Re: [CODE4LIB] A ticketing system for internal troubleshooting > purpose > > Here at UofT library IT, we also use the JIRA/Confluence bundle. Started > last year and so far it has worked out quite well for us. Since it¹s > web-based, we can easily access our information anywhere, which is great > when it comes to the content we store in Confluence. The package is quite > flexible and I¹m finding that the more we use it, the more we learn. I > would recommend both tools. > > Lisa Gayhart | Digital Communications Services Librarian| University of > Toronto Libraries | Information Technology Services | > lisa.gayh...@utoronto.ca| 416-946-0959 > > > > > > >On Mon, Mar 24, 2014 at 11:43 AM, Jenny Jing <jenny.j...@queensu.ca> > >wrote: > > > >> Hi, All: > >> > >> We are in the process of replacing our internal ticketing system. We > >>need it to be web-based, and staff can attach screenshots when they > >>report an issue, and we can run reports to get the usage statistics. > >> > >> We also want to use it as a reference question knowledge base in the > >> future if the system is flexible for us to customize. > >> For example, users can send us questions and we can keep track of > >> what kind of questions we get, who is working on it, etc. > >> > >> It could be an open source or commercial tool. > >> > >> Does anyone know of something which is good to use? > >> > >> Thanks. > >> > >> Jenny > >> > >> Jenny Jing > >> Information Systems Librarian > >> Discovery Systems > >> Queen's University Library > >> Kingston ON, K7L 5C4 > >> jenny.j...@queensu.ca > >> 613-533-6000 x 75302 > >> >