It's not just speed, it's complexity. I've seen the cycle play out enough to know the real thing that drives how productive a ticketing system feels: How many distinct kinds of people are using it.
The new one always seems great, because whatever team pilots it is the only team using it, so they're able to keep it nice and lean and closely adapted to their own needs. But, as soon as the decision to migrate is made, then you don't just have additional teams using it. You have additional teams wanting to use it as a communication and monitoring channel, and building up reports and metrics and dashboards on top of it, and imposing restrictions on the ticketing system that ultimately limit other groups' ability to streamline their own workflows, and by the time everyone realizes they're back on the same old pain train yet again, it's too late to do anything about it.
It seems that developers are always the ones who get hit the hardest, because they end up with the largest number of outside parties who want to get involved in their business.
The new one always seems great, because whatever team pilots it is the only team using it, so they're able to keep it nice and lean and closely adapted to their own needs. But, as soon as the decision to migrate is made, then you don't just have additional teams using it. You have additional teams wanting to use it as a communication and monitoring channel, and building up reports and metrics and dashboards on top of it, and imposing restrictions on the ticketing system that ultimately limit other groups' ability to streamline their own workflows, and by the time everyone realizes they're back on the same old pain train yet again, it's too late to do anything about it.
It seems that developers are always the ones who get hit the hardest, because they end up with the largest number of outside parties who want to get involved in their business.