Jira Service Management
AtlassianExternal reviews
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A niche tool specifically designed for support
What do you like best about the product?
This part of Jira is a very useful tool to help people that are only interested in getting a solution and need not to deal with Jira intricacies directly. It allows the second line support staff to connect with the customers but to keep i neat, simple, clean and straight. In the mean time the internal layer of third line support can also participate and help with the issues but invisibly to the customer. It is a very customer focused and is a nice addition to the whole umbrella offered by Atlassian
What do you dislike about the product?
It is quite expensive if you need to have several people offering support inbetween teams and it has also a limited amount of functionality available still. It is something that is quite needed but at a cost and it feels that atlassian is promoting its use more and more, but it may end up being too expensive to cause you to find other ways around. Not suitable to connect developers and end users, but also hard to use as a first line support too with integrations possible of other tools.
What problems is the product solving and how is that benefiting you?
It solves problems best when it is a business to business connection and the support provided is done between external teams and internal teams with the service desk inbetween. It helps to segment away the support requests and issues from the development done internally as it is only meant to connect with the Outside from the Inside via the Service desk staff. The portals are the best solutions used for different domains so we made use mostly of these.
Recommendations to others considering the product:
Very useful tool to provide updates to a limited group of users, for instance a partner or a supplier. Not good to be used as a support tool as it becomes costly
Managing ticket using Jira SD
What do you like best about the product?
Automatic notification to PagerDuty Integration.
KPI Generation.
Attention Tracking Ticket.
Nice dashboards.
Excellent administration web site.
KPI Generation.
Attention Tracking Ticket.
Nice dashboards.
Excellent administration web site.
What do you dislike about the product?
Price is expensive but the return of invest is
favorable.
Most people needs to train a lot.
You have to buy workflow addon to automate ticket attention process.
favorable.
Most people needs to train a lot.
You have to buy workflow addon to automate ticket attention process.
What problems is the product solving and how is that benefiting you?
We decided buy Jira SD in cloud because we had problem installing on-premise solutión because run in linux server. I recommend a lot cloud because DRP is include in your payment, support and also you pay for use
great service desk tool
What do you like best about the product?
it has great reporting functionality, one of the most fundamental features of a servicedesk.
What do you dislike about the product?
Can say anything major about this software, its good to use, developers are always making changes to increase performance.
What problems is the product solving and how is that benefiting you?
importing exporting data easily and efficiently
Recommendations to others considering the product:
very good, would highly recommend
A reliable service desk for IT business.
What do you like best about the product?
Jira Service Desk is a tool intended to deliver solutions for Information Technology Service Management. It contributes to improve the planned methods that align with the requirements of business and meet their goals and aims. It enables the workers to demand their needs such as seeking assistance, new facilities, and reporting the cases and events in the service desk. Jira software enhances provision and expansion and rapidly solves the bug issues.
What do you dislike about the product?
It is a bit costly. It offers no active procedures. You can display or hide fields based on the response present in another field. You are unable to move the tickets without restrictions until you enter the ticket and set it manually by yourself. It requires some previous knowledge to set up according to the team’s requirements.
What problems is the product solving and how is that benefiting you?
Customer service is one of the key characteristics of dealing with a business, particularly when it comes to fascinating new clients and making the current customers retentive. Jira Service Desk delivers technology-enabled practices in enhancing your corporation’s customer service. It integrates a self-service ability where clients view the responses on their own for the fastest explanations where a live provision is not possible. It provides multiple customer service tools and appropriate information to support you make better-quality, sophisticated business choices.
One of the best service desk application
What do you like best about the product?
Ease of use, able to communicate with team and escalate issues
What do you dislike about the product?
Reporting can be improved and at times it can be time-consuming
What problems is the product solving and how is that benefiting you?
Managing customer data, able to resolve and track complaints and communicate with team members
Recommendations to others considering the product:
Recommended for multiple purpose and especially when you are managing customer data of 100k +
Very helpful for creating service tickets
What do you like best about the product?
I like that the system confirms they have received requests after you put a ticket in
What do you dislike about the product?
there is nothing that I dislike about this software
What problems is the product solving and how is that benefiting you?
We are using it to create tickets for IT to solve. Kind of like a help desk. I have realized it doesn't flood our IT people's emails.
Recommendations to others considering the product:
I think it is a great tool if you are trying to standardize help desk procedures and prepare an IT team for growth.
Great product
What do you like best about the product?
I love using this tool for tickets. Our company uses this to put all our tickets in for any IT related issue. It could be used for more than IT I think!
What do you dislike about the product?
So far I don’t have any issues! I am sure there are some flaws but none that I see.
What problems is the product solving and how is that benefiting you?
The benefits is that it’s extremely easy to use. I am sure there are issues, but I have not see any!
Recommendations to others considering the product:
A must!
Good experience
What do you like best about the product?
It's easy to understand how it works.
It's a good way ask for help when you have an IT problem.
It's a good way ask for help when you have an IT problem.
What do you dislike about the product?
The person Who decides if the problem has been solved is not the user.
Sometimes is slow.
Sometimes is slow.
What problems is the product solving and how is that benefiting you?
It problems: computer, phone...
Very powerfull alarm system
What do you like best about the product?
All the integration posibilities and different alarm communications methods
What do you dislike about the product?
sometimes the phone calls do not accept the actions through phone number keyboard
What problems is the product solving and how is that benefiting you?
I'm completely aware of my infrastructure state
Recommendations to others considering the product:
Validate the alarm configuration and check the configured alarms a couple of times per year
JIRA Service Desk is Affordable and Scalable
What do you like best about the product?
Atlassian's business model keeps prices low. JIRA Service Desk is no exception. We switched from our old service desk and saved over 70%.
What do you dislike about the product?
There's certainly a learning curve. The new web UI for Atlassian products takes a while to get used to. It could use more visual customizations and feature adds, such as unread reply flags, etc.
What problems is the product solving and how is that benefiting you?
We're meeting the needs of our end users on a simpler, cleaner, and much more affordable cost basis. Savings of 70% mean we can do more with less.
Recommendations to others considering the product:
The real value in using JIRA is the 3rd party add-ons that are available. Utilizing these simple but powerful add-ons is affordable, too.
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