My JIRA (hosted) evaluation was a disaster

I just "finished" a 30-day evaluation of JIRA which was a non-starter, very disappointing. I was excited about using JIRA as a helpdesk for my end users and really adding some efficiency to my company's support process. My first step was to go to Evaluator Resources and follow   [Atlassian's instructions for evaluators to configure JIRA as a helpdesk|http://confluence.atlassian.com/display/CONFEVAL/Using+JIRA+for+Helpdesk+or+Support]. As part of the recommended steps, I needed to import an XML file that would configure JIRA as a helpdesk. Total fail. I opened a support ticket that turned into three weeks of bad service. Issues (like importing the XML file) that could've been resolved in a five minute phone conversation dragged on for days. Getting the file imported cleared out our user tab
 le which locked everyone out. That's fine, but it took days to figure out what happened and to create new logins. I understand that the product has complexities and that the onus of "figurin
 g things out" can be on me, but I was severely disappointed in their end of that deal and ultimately our evaluation ended without even really getting to take JIRA for a spin.
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Post by Ken - online at:
http://forums.atlassian.com/thread.jspa?forumID=46&threadID=55185
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