Ten years ago I made exactly this migration for a SaaS shop&#x27;s helpdesk &amp; dev team.  At the time JIRA was easily the best value &amp; most customisable solution for integrated ticket tracking.  I learned Java &amp; Groovy to write extensions for it.  It wasn&#x27;t just CTO&#x2F;CIO friendly, JIRA really was the great choice at the time in both UX and ease of implementation.  Especially if you&#x27;d been bogged down hacking RT or GNATS or permanently scarred by anything from Rational.<p>What I realised is that eventually they&#x27;re all ad-hoc, informally-specified, bug-ridden, slow implementation of a workflow engine and metadata service.  Your choice is mainly of the interface and domain-specific layering violations.<p>Troll-friendly soundbite: Atlassian is the new Rational.