How to properly critique our new ticket system?

Will try to keep this short. Quick note that we somewhat recently acquired another company several states away. I was brought in to be located where “new” company is located and to help bridge the gap between the former company (who had their own established IT department & on prem environment already) and the new company (who were almost primarily using an MSP and Azure).

So I’m in this hybrid systems admin role where my initial responsible was restructuring the MSP and generally just be a physical extension of IT for upper management and execs to be able to interact with if needed. Things have been happening fast so I’ve had to be fluid in how and where I’m needed. Last few months I’ve had to learn the manufacturing/production side of IT which has been a different experience that would need it’s own post.

So to the point of this post… the established IT teams Help Desk manager slowly rolled out a new ticket system. ServiceDesk+. I was strongly pushing for a ticket system to get implemented but once I got access to start using it… it’s awful. I’m supposed to be making sure users of the “new” company where I am located are aware of the support ticket portal but I’ve just been super reluctant based on my personal experience with it and the feedback I’ve gotten from others. I feel like it will just cause confusion, frustration, bottle necks and possibly have some users and production techs try to do their own thing.

I’ve tried giving some passive feedback and mention why I’m reluctant but it’s basically just fallen on deaf ears like a lot of my suggestions and opinions. How can I go about offering suggestions and pointing out problems without stepping on toes? I could see the Help Desk manager taking it personally after he put so much effort into it. There are several typos and incorrect menus for example but apparently no one else seems to notice or care so I don’t want to come across as being nit-picky. Aside from visible mistakes the menu and navigation is very unintuitive. The way things were formatted and worded are vague and confusing. Nothing is explained or detailed and there has been no documentation created to provide end users with a guide or support. The users where I’m located have never used a ticket system so the few times I’ve tried getting users familiar with it have not gone well.

I’m noticing a lot of systems, processes and capabilities are bottle necked at the help desk and I do not have access as admin of the ticket system to make changes myself. Any suggestions?

I did not keep this short at all…