Jira Service Management
AtlassianExternal reviews
945 reviews
from
and
External reviews are not included in the AWS star rating for the product.
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
Great way to create/manage internal or external service desks/ticketing systems.
What do you like best about the product?
Very easy to set up a basic service desk without much configuration. Fully customizable and allows the ability to track tickets and retain historical information.
What do you dislike about the product?
The interface cannot be customized or changed; all service desks look the same. If you wish to use a knowledge base, you need to connect to an external one (via Confluence). If you don't have Confluence, you can't connect a knowledge base.
What problems is the product solving and how is that benefiting you?
Better monitoring of help desk tickets, reporting, ability to create multiple service desks for different department. It is web-based, so it can be accessed from anywhere, and we have the ability to control who has access to each service desk.
Help Desk for team management
What do you like best about the product?
Jira provide us best agile methodology for software development, as well as for other industries. Kanban board is also best thing which provide us ease to check workflow like which task is in which phase. we can integrate other plugin with jira like slack, task scheduler and many more.
What do you dislike about the product?
Managing a team is tough, like giving task , creating reports and most irritating thing is prizing, which is costly for startup. Documentation of jira is little bit tough to read because accessing it using REST api is difficult
What problems is the product solving and how is that benefiting you?
We do assign task to team mate acknowledge their work done, future task.Project divide in chunks and deliver in short span of time
Recommendations to others considering the product:
We do recommend to other people who want to come in industry, to follow Agile methodology so that they can regularize him/her self.
Jira Company wide
What do you like best about the product?
The Software is very easy to use. I went from knowing nothing about JIRA to implementing more than 20 different projects with my company
What do you dislike about the product?
The permissions settings, and the license keys I wish you could a certain amount of users like 15 rather than pay for it in Chunks.
What problems is the product solving and how is that benefiting you?
IT Service Desk Requests for anyone inside our company.
Opsgenie is a good application to receive alerts.
What do you like best about the product?
When I am not infront of the Laptop and if some urgent ticket comes in, Opsgenie alerts me.
What do you dislike about the product?
The schedule should be more flexible to program
What problems is the product solving and how is that benefiting you?
I need an alert for any ticket comes in or any warning or error occurs on our platform. Opsgenie does exactly what i need. What else I need.
Easy management of projects and issues
What do you like best about the product?
The application support is very well suited for productive and engaged/busy management activities in an organization, the tool features are very helpful for easy implementation and reporting of issues. The interface is also very friendly for faster and improved performance of the teams.
What do you dislike about the product?
The application is very helpful in easy management of any issues and project related tasks, but there is less options for automation all the work has to be programmed and managed manually, but the features are so that they ease the work very well for an admin or support operand.
What problems is the product solving and how is that benefiting you?
With Jira service desk application our organization use to manage the support and project agile development services, the application implementation was also very easier to setup to multiple systems of the organization and also with great support.
Recommendations to others considering the product:
The application improves support and management of issues relating to projects and organization standards too, with great ease. Also easy for implementation of the software.
showing 181 - 190