[bruce511]

Because jira understands that customers and users are two distinct groups.

As an analogy - who are YouTube's customers, and who are their users?

Lots of people who (have to) use Jira are their users. But they are not the people who pay for it, they are not the customers.

Jira succeeds because it is optimised for the people who pay, it delivers what -they- need. Since the goals of management are seldom the goals of engineers it's not surprising to see that engineers don't like it, but managers do.

Incidentally, performance issues aside, most of the "dislikability" users ascribe to "jira" is more fairly described as "I don't like the way management has configured jira".

[muzani]

I hate stock Jira, but it's actually a really pleasant system when properly set up in my current job. It handles automation really well. I can make and pull tickets from command line and a quick script, and ChatGPT understands the Jira API well enough to just write code for whatever I need.

It is a pain to config and stuff, and configuring it is mandatory a good experience. But once you have the workflow set up, it's chill.