We use Jira for several development and other tickets, but do not use it for help desk/incident management at this point. The main sticking point is integration with Windows asset management. Help desk admins expect the tool to show what the end users machine/OS/configuration is when they are assigned a ticket. While I see some commercial plugins that may address this, I need a proven path or integration before going to management with this. Otherwise we will continue to have multiple ticketing tools with minimal integration between them.
