Jira as a ticketing system in B2C Call Center

[Hai Ton]

Hi all,

We are looking for a ticketing system for our company's call center. We can look for a new system or utilize our IT dept.'s existing Jira system and configure it to match the call center's needs. The latter will save our IT dept. some labor. 

However we have some concerns that the Jira interface is not very friendly and maybe too complicated for a B2C call center where employee turn over rate is pretty high and we need people to get to work as fast as 1-2 weeks. Plus the way the ticket is confirmed via email may confuse our end-user customer as they only expect a simple email reply. Has anybody experienced using Jira as ticketing system in such a setting? Want to hear from your experience. 

[Alex Koxaras -Relational-]

Well, JSM is developed for this specific reason. As a ticketing system. There are of course a lot of companies using JSM as their ticketing system, since it's highly versatile with huge support from 3rd party apps.