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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 <[log in to unmask]>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:[log in to unmask]] On Behalf Of
> Lisa Gayhart
> Sent: Monday, March 24, 2014 12:24 PM
> To: [log in to unmask]
> 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 |
> [log in to unmask] 416-946-0959
>
>
>
> >
> >On Mon, Mar 24, 2014 at 11:43 AM, Jenny Jing <[log in to unmask]>
> >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
> >> [log in to unmask]
> >> 613-533-6000 x 75302
> >>
>