We needed a centralized, user-friendly, and admin-friendly system for our help desk. We had multiple systems and teams that needed to be deployed for this system. For example, we had a development system, a first-line help desk team that was available 24/7, and an escalation process. The first line, second line, and third line might be a local partner or so. We even automated the process for the external partner of our company. So when our first line escalated to the second line of support and the second line couldn't resolve the issue according to the process, it went to the partner. And the partner saw all the history on the tickets. It was a really nice solution.
Jira Service Management
AtlassianExternal reviews
945 reviews
from
and
External reviews are not included in the AWS star rating for the product.
JSM review
What do you like best about the product?
Proven and flexible - perfect companion to the rest of the suite.
What do you dislike about the product?
Stock SLA management is limited and relies on addons to shine
What problems is the product solving and how is that benefiting you?
Client support ticket management
Jira
What do you like best about the product?
Allows me to collaborate with my team easily despite being in remote locations
What do you dislike about the product?
The navigation of the menus. It requires too much back clicking
What problems is the product solving and how is that benefiting you?
It benefits me in that I can know what issues are being handled by a member of my team
Best tool for Task Assignment!
What do you like best about the product?
JIra has been an user friendly interface that allows me in monitoring progress and efficiently handlingteh allocations of tasks.Additional, it allowsfor the estimation ofdeadlines based on theproject's progress which isa valuable feature. Ease of implementation as well as customer support are also a plus.
What do you dislike about the product?
In the beginning I encountered some challenges in terms of locating the previous tickets and who handles the same. Other than that my overall experience had been great with Jira.
What problems is the product solving and how is that benefiting you?
Addressing and documentingall the issuesencountered by clients,while overseeing their progressand new developments.Jira provides clearvisibility regarding task assignees,facilitating seamless communication with both client and service providers.
Good Service Management Tool
What do you like best about the product?
We can create custum dahsboard also we can see all data on single dashbord in multipal ways. The user interface is great. we can create new PRs from this tool it is good new features. we can tracking /planing of project.
What do you dislike about the product?
we are facing performanace issue. Somtimes it is difficult and complex to configure.
What problems is the product solving and how is that benefiting you?
Need to work on filtering options. some difficulty in filtering subtask
Solid itsm tool
What do you like best about the product?
What I like best about Jira Service Management is that It works pretty similitar to jira software, if you know how to use jira software you will have no problems with this tool. Simple but powerful.
What do you dislike about the product?
What I dislike about Jira Service Management is that it translates poorly to other languages, if you choose other language than english it will be a terrible mix between english and the language you choose.
What problems is the product solving and how is that benefiting you?
Jira Service management helps my organization to keep track of incoming work from external customers and internal requests so we doný have to check 2 tools to keep on top of the pending work.
Centralized, user-friendly, and admin-friendly system
What is our primary use case?
How has it helped my organization?
It has improved our work in a number of ways. First, it has made everything much faster. Before Jira Service Management, it could take weeks to resolve a ticket. But with the notifications and reminders that Jira Service Management provides, we have reduced the time spent on tickets from a couple of weeks to just two to three days.
It has definitely saved us time for really usual stuff, for example, a laptop that doesn't work properly and you require the first-line service desk to address the problem. Previously, it could take up to a week to get it resolved because we didn't have a centralized, automated system for control, monitoring, and reminders, particularly for the first-line managers. Also, there was no escalation process in place. We were using a basic, free, open system without any escalation features, and we received notifications through email, but those were only generated upon ticket creation.
What needs improvement?
There is room for improvement in support. We had one or two cases of not really nice responses from the partner.
So, there is room for improvement in terms of response time.
For how long have I used the solution?
In the end of 2021, I implemented a Jira help desk solution in an aviation company.
I worked with a user and a project manager who implemented this solution for about a year. We had a project, then about a year of usage only as a user.
I used it last seven months ago because then I switched jobs. And before that, if we are talking about Jira Service Management, it was implemented at the end of 2021. So it was, like, four months of projects.
It was really easy to set up, and it was really clear for the help desk managers and for the end-users to set the workflow and the business process of the tickets for the help desk. Like, from the box, we used the box solution. It was perfect. I used it six months ago.
What do I think about the stability of the solution?
It is a stable solution. It is an online solution so it is easy to maintain.
What do I think about the scalability of the solution?
In terms of scalability, Jira covered all our demands. I would rate the scalability a nine out of ten.
We didn't use all the possible settings for the solution, but it still scaled well to our 1200 users. We didn't have any stability problems with Jira, so it gets a ten out of ten from me.
How are customer service and support?
We had some problems with our partner's tech support.
How was the initial setup?
I would rate my experience with the initial setup an eight out of ten, where one being difficult and ten being easy to set up. It took a bit longer than we planned because of the partner.
What about the implementation team?
I had a project manager, a business analyst, and four other people on my team for deploying and maintaining the solution. We also had the head of support and the first-line support manager who tested everything for us.
Overall, the project took about four months, but that included deploying all the processes, levels of escalation, and other things. So it was super easy.
What's my experience with pricing, setup cost, and licensing?
It wasn't the cheapest solution out there. It could have been a bit cheaper, but the user experience and overall capabilities of Jira make it worth the price.
Which other solutions did I evaluate?
We have another team working on those tools, for example, Trellix and Symantec Data Loss Prevention. We have a range of information solutions used in an ongoing project, and it's only in the planning and feasibility stage for DLP. So, I have worked with a bunch of them.
What other advice do I have?
I would definitely recommend Jira. It's a great solution, but like any other IT tool, it's important to have well-defined processes in place before you implement it. If your processes are not well-defined, Jira won't be able to help you as much.
Overall, I would rate the solution a ten out of ten. It was a great experience for both our first-line help desk managers and our end users. The interface is super easy to use, and the analytics features are really helpful. We were also able to deploy Symantec Data Protection 2 in Jira, which was a great addition.
Easy to use for collaboration and customers
What do you like best about the product?
We use this for helping serve our customers with a knowledge base and support ticket portal, so they can raise tickets and request in line with contract SLA's and to keep them simple and easy to review at any time
What do you dislike about the product?
Permissions, we have admins that could manage the platform but as soon as they are added in as a user they instantly use a licence when they are not acutally using the systme on a day to day basis.
Customer Service portal could be a little bit easier to customise/manage
Customer Service portal could be a little bit easier to customise/manage
What problems is the product solving and how is that benefiting you?
Internally fo us support tickets relating to change requests and development workflows, but also to serve our customers and provide them with a portal for knowledge and instructions sets but also release info and bug fixs along with trianign and support tickets
User friendly tool for Task management
What do you like best about the product?
I started using Jira at the start of my career, and it has been a very user-friendly experience as a fresher and now, when I assign tasks to my teammates. It helps in keeping track of the progress as well as managing all the functions that are being assigned. Even the deadlines can be estimated based on the progress track from the tool
What do you dislike about the product?
.As a fresher, there were some difficulties that I faced in understanding where to look for past tickets or who else worked on the key that I was assigned to, as well there could be an internal chat feature that would save a lot of time for the uses who has to wait for the client to reply on a comment.
What problems is the product solving and how is that benefiting you?
We use Jira to initiatively protect and alert about all our clients' bugs and keep track of their progress and improvements. It also helps to show transparency on who the assignor is and who has been assigned to a specific task. Custom filters and sorts can be created to save tie as well as in case the workload is more than one user can complete; it can be split among others to complete the task in the specified period.
Jira for project management
What do you like best about the product?
Jira is free for up to 10 users to manage many projects.
What do you dislike about the product?
It would be nice to have premium features for free too.
What problems is the product solving and how is that benefiting you?
With this software we can manage many projects at the same time.
Explore and review of jira service management
What do you like best about the product?
It is very user friendly. Very easy to track the ticket. It provide customized workflow so we can design as per our requirement.we can integrate with other tools.
What do you dislike about the product?
Currently I'm not seeing any issues but data import can be improved.
What problems is the product solving and how is that benefiting you?
It helps me to track and manage it ticket over the organisation.
showing 101 - 110