Even JIRA itself is a much better alternative. We have implemented JIRA for IT departments, Sales organizations and even HR groups. Atlassian came up with Service Desk which is much more powerful in many ways. But only with JIRA itself, you could:
- Generate tickets via email
- Update tickets when users respond to a notification email
- Send automated ticket updates to users
- Create custom workflows with unlimited ticket types, fields and so on.
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