My theory is eventually every ticket tracking system converges to the same bloated thing which is a completely customizable slow mess because every company and every team within every company wants something slightly different. The developer adds all these features and then the team running the product at each company customizes it to meet all their internal feature requests.

ServiceNow, Jira, you name it. Under the hood they are just a database but the customizable monstrosity of fields and forms rules and reports and workflows on top makes them all eventually suck. Heck, this is probably why SAP and PeopleSoft suck too.