What are the pitfalls of Jira HeldDesk?

Question

ERP

Now I am considering options for Helpdesk systems for processing client calls to the technical support service to replace the existing self-written system.
It is important that b2b support is important, that is, the system of differentiation of rights on the one hand and the ability to view correspondence about your company and generate various reports are important on the part of client users.
We already have Jira as internal bugtracking. We, of course, do not want to create a zoo of systems and are exploring the possibilities of Jira HeldDesk.
Does anyone use this system? What difficulties do you experience in administration / configuration / use?
If someone has experience of other b2b helpdesk systems, I would also be very grateful for recommendations or, conversely, criticism.

Answer 1

I dare to recommend ManageEngine ServiceDesk Plus , a commercial solution that has a free option.
The free version has a limit of 100 specialists at the same time in the system (however, you can increase if you make a request).
The number of tickets is not limited. The number of clients is not limited.
Reporting is any in any context, very fast and convenient interface, quite flexible setting of rights both on the basis of groups and on the basis of sites / organizations.
Easy integration with MS AD. Easy deployment, undemanding to resources.
Developers even add new goodies to the free version all the time.

Answer 2

Nadia, good day!
Just often confused, so I'll clarify. Which of these plugins are you referring to:
- https://marketplace.atlassian.com/plugins/helpdesk...
- https://www.atlassian.com/software/jira/service-desk