For my company which went from its internal hand rolled ticketing system to Jira, Azure, etc. the big issue is that our hand rolled system, even though it had limited features, was significantly more suited to our needs.

It was much faster, had the exact fields we needed, and the exact workflow we wanted. It provided email alerts using the rules thst made sense for us and did I mention it was ridiculously faster?

We went from a single developer probably spending a few weeks in a year to maintain/augment a ticketing system that worked really great for us, to paying hundreds of thousands for something that doesn’t work well at all.