Our team is planning to implement Jira for tracking bugs and linking it with our Git repository to manage code fixes and version control. We want to know if Jira works well for customer support too, or if we should look into other options like Zendesk instead.
I heard that you can connect tools like Slack with Jira to add chat features for customers, but I’m worried that Jira might be too complicated for our support team to use effectively. Has anyone here tried using Jira for both bug tracking and customer support? What are the pros and cons? Would love to hear about your experiences with this setup.
I’ve run Jira for dev and customer support for two years. The integration is legit - when customers report bugs, we create linked issues that auto-update their ticket when devs push fixes. No more ping-ponging between support and engineering. But you’ll need to spend real time building custom workflows and dumbed-down interfaces for support staff. We made separate project types with clean screens that hide all the dev fields. Support team struggled at first, but got it after training. Best part is everything’s in one system - full visibility across teams. That said, if you get tons of support tickets that aren’t technical, stick with a dedicated customer service platform. Jira works best when technical issues make up most of your support queue.
depends on ur support volume and team size. we tried jira for everything but switched to a hybrid setup - frontline uses freshdesk for quick customer issues, then escalates tech stuff to jira where devs grab them. works better since agents dont have to deal with jiras complexity for simple questions.
We ditched Jira for customer service after 8 months of frustration. Sure, it integrated perfectly with our dev workflow, but our support team couldn’t stand the interface. They kept getting lost in developer jargon and overcomplicated workflows that made zero sense for customer-facing work. The killer was response time - instead of solving problems, our team wasted time clicking through Jira’s maze of menus. Now we use a simple ticketing system for customer issues and only push technical stuff to Jira when devs need to get involved. Works way better since everyone gets tools that actually fit how they work instead of fighting the system all day.