Jira Service Management
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Easily exportable reports. Easy UI. We use it to track requests from 1500+ employees.
What do you like best about the product?
Easy UI for our agents to interact with. Great administrative tool tooling.
What do you dislike about the product?
Over engineered for tracking simpler things sometimes.
What problems is the product solving and how is that benefiting you?
We use it to intake help desk requests, requests for software licenses, hardware, and troubleshooting. We also use it for escalations from agents and tracking things we need to report on externally.
Improving customer support with Jira Service Desk
What do you like best about the product?
I do appreciate the ability to customize service configuration.
What do you dislike about the product?
I would like more tools for presenting trends and performance statistics
What problems is the product solving and how is that benefiting you?
We needed a tool that can allow worldwide staff get see customer service requests and to allow status and updates to be instantaneously seem by the whole team.
Recommendations to others considering the product:
Be sure to involve users and customers when setting up the system and be willing to take advantage of being able to adjust along the way in response to real user experience.
Robust solution, great for ITSM
What do you like best about the product?
The most compelling selling point is that it integrates with other Atlassian products. We were already using Jira and confluence so it was a good fit. Also extremely helpful is that it is divisible into different projects, so it is very useful for different departments. Default reports are useful and well designed. Customizing ticket workflows helped to meet some of our more complex needs. Less important but still a nice to have - the overall interface is clean and modern and definitely is a market leader when it comes to this based on other platforms we've explored. Atlassian forums are a great way to have questions answered.
What do you dislike about the product?
Back end UI could use improvement, such as ticket management (which can be improved by adjusting workflows) and it would be great to be able to use custom URLs. Knowledge base is not included and you have to go with Confluence for this piece.
What problems is the product solving and how is that benefiting you?
Ability to better manage help desk interface and provide a superior level of service to end users as well better manage internal resources when tackling tickets.
Very good incidence and bug manager
What do you like best about the product?
Jira Service Desk allows you to have better control of the incidences and bugs that happens in your code. It's a good tool to centralize as well all the IT (or any kind) of request, avoiding them to get lost in, for example, your email. It allows you to have control at any moment of the status of the bug-fixing and sends automatic notifications to the users every time that some update is done.
What do you dislike about the product?
It would be helpful in my opinion a bit more information about how to set up all the environment. I also would enhance automation functionalities.
What problems is the product solving and how is that benefiting you?
With the implementation of Jira Service Desk we found a way to centralize all the bug reports, incidences, feature requests... that were asked before through the email. This avoids a lot of noise to the team and allowed a better management of them, having better control and monitoring of this requests. It also allowed us to identify, through the informs that the software does, which were the users or departments that had more problems and take metrics of the number of requests that were delivered to our team.
Recommendations to others considering the product:
I have found in Jira Service Desk a perfect tool to centralize all the IT requests (development or helpdesk), especially taking into consideration that we have other tools from the Atlassian environment such as Jira Software or Confluence. It helped our team to have better control of bug requests and incidences.
Jira service desk
What do you like best about the product?
Best thing about this product is that it can be changed and modified to fit customers desires. You can create many type of tickets and task names for different uses, tickets creation requirement fields are also flexible and can be what ever you want. Who,when and for what reason created a task is also visible on the ticket and you can give permission to changes differently to different groups. Also its very cheap for what it can do so its a great snatch.
What do you dislike about the product?
First thing that annoys me , is that video upload to the task is limited to 10MB. most of the videos are more than that , so I use drive to upload videos and then move shareable link to the ticket. Also when I'm opening tickets from mail, sometimes it requires me to log-in (when I'm already am) and when I click log in website gets redirected to main page.
What problems is the product solving and how is that benefiting you?
I use jira service desk everyday for reporting bugs, issues and change requests. Using it is very simple and creating a ticket is a 2 minute job. You can modify your essential fields when creating a ticket to perfectly fit your desires. It has wast ability to change and transform to have multiple categories of task & tickets, status of ticket can be couple of things (fixed, ready for evil ETC)
Recommendations to others considering the product:
it can be integrated with mail, slack and many other communication channels. very easy to use and great system.
Streamlined Support Queues
What do you like best about the product?
Service desk has helped streamline and organize the amount and types of requests coming in to my team, which services internal customers in support of one of our customer-facing products. It's really easy to get the hang of (I trained others how to use it with only a week of experience), and I've found it to be really customizable. I love that users don't have to be logged into our support portal to submit tickets (they can do so via email), which reduces the need to train on the portal for infrequent users. Queues are customizable so I can set up individual lanes for each team member, request type, or request status.
What do you dislike about the product?
My only complaint is that out-of-the-box reporting functionality is clunky to set up. I'm not able to easily create custom fields and the existing components are somewhat inflexible. I'm not able to download reporting or connect it to other sources, which creates extra work for my team that uses centralized reporting across all work streams.
What problems is the product solving and how is that benefiting you?
My team uses service desk to mediate requests between customers (both internal and external) and engineering. The ability to clone and migrate tickets to other teams' work streams has reduce the amount of time I spend writing emails and sitting in meetings.
Transparent ticketing tool
What do you like best about the product?
It is the best ticketing tool which i used it has the easy to use interface with the simple way to check what is happening and where the status is with it's transparent nature it is easy to know the progress of the incident. It uses the agile methodology to get the status transparent to the reporter
What do you dislike about the product?
It hangs most in internet explorer ,even though comments has been pasted it is not able to post the comments till you will reload the page. Not so many dashboard creation techniques is there
What problems is the product solving and how is that benefiting you?
We have solved the long emailing chains with lots of follow ups for the incident raised by it's methodology, where SLA and other things are clearly defined and we get the exact status of the process and the progress in it.
Recommendations to others considering the product:
For transparent communication between the reporter and the reportee it best suits to get the progress in the projects and to get the status easily
A great application to plan and organize your projects.
What do you like best about the product?
Jira Service Desk contains many tools in one place with which you can plan and organize daily tasks, and integrate well with other applications. Its interface is clean, easy and customizable to a large extent, the self-service function is very useful and effective in managing projects and solve any problem for faster performance and improved equipment. You can create templates for certain tasks that occur frequently. With Jira you can configure and divide any project into different teams or tasks, and organize them in the best way for each team.
What do you dislike about the product?
The application is very useful and efficient, but the depth of knowledge of the Jira administrator user is necessary for a solid mastery of this application.
What problems is the product solving and how is that benefiting you?
With this program you can create service desks for other departments in the organization that helps improve productivity and workflow and its default configuration fits very well to the needs of the company. Jira allow anyone to make a service request from a portal and be able to access it from anywhere in the world and not just on the internal network. Jira easily manages tasks or problems that span multiple departments or teams, as the people involved can see updates, make comments or upload files and everyone involved will receive an update notification.
Recommendations to others considering the product:
Jira offers a lot for any company that needs to maintain a service desk to manage the requests it handles from its customers. This platform is used for the management of project assignments, problems and errors due to its quality analysis and reports, which are very useful for incidents or any level of management within any organization and can be adjusted to meet the specific needs of companies, it is necessary to organize incoming requests and workload.
Useful tool for tracking issues
What do you like best about the product?
The tool was very useful to have our customers file tickets for issues they saw within the product. The tickets were very helpful to review the issue, and keep track of the progress of the ticket as it moved across different teams within our organization.
What do you dislike about the product?
It can be difficult to keep track of all your tickets sometimes. If a customer submits a lot of tickets, it can be easy for a ticket to slip between the cracks.
What problems is the product solving and how is that benefiting you?
Jira Service Desk provides the benefit of being able to allow for issues to be resolved cross-functionally. The tickets can be used to put as much information as possible about the issue in, so the next person who is working on it can have a lot of insight into the issue.
Recommendations to others considering the product:
Jira Service desk will be useful to you if you are looking for a way to track issues more closely and to collaborate among other teams to resolve an issue.
On call tool for our company
What do you like best about the product?
Easy to customize alerts and their notifications settings per channel, integrations with Slack. In addition notifications via opsgenie app, sms, calls and emaols
What do you dislike about the product?
You can get call in the middle of night because of some irrelevant alert if your not configured it correctly
What problems is the product solving and how is that benefiting you?
On call shifts management and alerts definition
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