  IT companies are popular in the present time as technology arises in the
entire world. Incidents and Requests for either clients or company internal are
hard to manually track as it is a day-to-day transaction. To keep all the logs,
IT Companies are using a ticketing system to track all the records they are
gathering. One of the most popular ticketing systems is the JIRA. Either the
support team or company internal is benefitting from the use of JIRA as it
easily documents all the different transactions and keeps track of different
incidents and requests. One of the cons of JIRA is its limited features. The
researchers conducted research where it aims to determine the effectiveness of
JIRA as a ticketing system despite its limited features. The researchers used a
descriptive method to analyze the pros and cons of this ticketing system. It is
concluded that this JIRA Ticketing system is helpful for both support groups
and internal members of the company as they track all the incidents and request
tickets for their clients despite the limited features of JIRA. The researchers
strongly recommend to venture out and try other analytic models and start with
the ones mentioned in this study for a good foundation and idea. This is can
provide the research a new set of results that can be useful to both
established and startup companies.
