Jira kicked ass. But it’s enterprise. Which means it is customizable beyond all rational thought.
If you retrain yourself to work the way Jira does, and use all the defaults, it’s not bad at all at what it does. Quite good.
But if you use it as a bug tracker only, or customize it to all the business processes you’ve evolved over twenty years, it becomes a frightening morass.
Yea, it's so customizable, that every complaint about "Jira" is usually actually a complaint about how the person's organization has deliberately set up Jira. Jira workflows can be configured to be amazing, or they can be configured to be the ninth circle of hell.
The last time I used Jira, the CTO who decided he should be the project manager had made a ticket category named "Category".
He also put all hardware and software issues into the same sprint "to work as one team", except the hardware issues had very little to do with the software issues; also, the hardware people never updated their tickets, so each sprint just had the same 40-50 spam messages for which you had to create custom filters to avoid.
He also changed the issue sizing mechanism once in a while. So we'd have hours, t-shirts, and Fibonacci numbers (including some odd non-Fibonacci numbers that "seemed right").
I would always prefer a less feature-rich issue tracker with sane defaults.
Linear.app, GitHub Projects, post-its on the back wall of an antisocial project lead, anything other than Jira. It just attracts people who think "Category" is a good category.
It used to be such a good service. Beautiful docs. An interface that made sense. Great support. Now it’s the very definition of flaming pile of crap.