Jira Service Management
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Jira: Reliable, Streamlined Request Management for All Departments
What do you like best about the product?
Jira serves as the primary, standardized intake and tracking tool for nearly all internal needs, including high-priority functions like human resources (HR) and information technology (IT) support.
What do you dislike about the product?
Jira serves all my request management needs perfectly, consistently demonstrating reliability and ease of use without introducing any complexity or inefficiency into my workflow.
What problems is the product solving and how is that benefiting you?
Jira Service Management (JSM) is solving the organizational chaos that arises when employees have to contact different departments (like HR, IT, or Facilities) using various, unstandardized methods (email, chat, phone).
Great for Issue Tracking, But Costly and Complex to Customize
What do you like best about the product?
Jira service management is a tool that helps team manage for customer service and it services. it gives issues, assistance and track the status of any issues. i like the features of service desk, automation and problem management
What do you dislike about the product?
i dislike due to cost, complexity and customization challenge
What problems is the product solving and how is that benefiting you?
for the service desk, zero service management likely refers to the goal of minimizing or eliminating manual efforts, reducing errors and benefits is faster resolution time, reduced errors, customer satisfaction
User-Friendly, Feature-Rich, and Excellent Support.
What do you like best about the product?
It is very user friendly and easy to implement, easy to track all of the requests, all the features available are useful, especially the ones to assign cases to make them visible to everyone, their customer support is really good, integration is easy with other softwares.
What do you dislike about the product?
One major area of opportunity is its lack of customization, also for new users it can be confusing, but with the proper guidance this becomes a minor grip.
What problems is the product solving and how is that benefiting you?
Blockers in our workflows, general IT requests, access requests and access update, reporting and keeping track of incidents that might occur.
Efficient and Easy ITSM with Jira SM, but Frequent UI Changes Can Be Frustrating
What do you like best about the product?
Jira SM is straightforward to set up, allowing us to get up and running quickly. The efficiencies gained through its AI and automation features make it even more valuable. Its alignment with ITSM was a significant factor for us and has genuinely simplified our work. In our organization, we use Jira SM daily and find it a considerable improvement over our previous system, which we have already migrated away from for some teams, with the rollout still ongoing. The support for Jira SM is excellent, and the team is very responsive when assisting with tickets.
What do you dislike about the product?
Atlassian often makes regular updates, which are generally positive. However, they sometimes adjust the user interface, and this can be inconvenient when it comes to updating documentation and ensuring users remain satisfied. I've also noticed that, at times, their own documentation doesn't align with the latest changes that have been implemented. Still, these issues are relatively minor in the bigger picture.
What problems is the product solving and how is that benefiting you?
This is a best-in-breed product and ITSM tool, offering an excellent customer experience through its self-service and support portal. The automation and AI features contribute significantly to its overall efficiency.
Smart Ticketing System - Jira
What do you like best about the product?
Jira is one of the top products of Atlassian. Below are some of the pros of the application:-
1. Helps in tracking issues, bug fixes and project assignments. It has multiple workflows which can be changed as per the user/teams requirements.
2. Jira makes things easier for managing backlog tickets and sprint work and also has good support for built-in Jira boards.
3. Provides built-in reports and dashboard which tells about teams workload and helps to plan accordingly.
4. Jira implementation is easy whether on-prem or cloud.
1. Helps in tracking issues, bug fixes and project assignments. It has multiple workflows which can be changed as per the user/teams requirements.
2. Jira makes things easier for managing backlog tickets and sprint work and also has good support for built-in Jira boards.
3. Provides built-in reports and dashboard which tells about teams workload and helps to plan accordingly.
4. Jira implementation is easy whether on-prem or cloud.
What do you dislike about the product?
1. UI is not that interactive for first time users when compared with other ticketing system.
2. For large instances, built in reports and filters might lag.
3. Pricing on Jira is quite on expensive side.
4. While Jira offers custom dashboard, filters and reports but if not managed carefully it can mess up the system.
2. For large instances, built in reports and filters might lag.
3. Pricing on Jira is quite on expensive side.
4. While Jira offers custom dashboard, filters and reports but if not managed carefully it can mess up the system.
What problems is the product solving and how is that benefiting you?
Jira provide a simple and centralised solutions to manage task and activity in one place. Integrates seamlessly with messaging tools and provide real time updates.
Best Ticketing System Ever Created
What do you like best about the product?
Customizable Workflows and Automation
Seamless Integration with Jira and Development Tools
User-Friendly Self-Service Portal
User-Friendly Self-Service Portal
Advanced Incident and Problem Management
Asset and Configuration Management
Seamless Integration with Jira and Development Tools
User-Friendly Self-Service Portal
User-Friendly Self-Service Portal
Advanced Incident and Problem Management
Asset and Configuration Management
What do you dislike about the product?
Dislikes about Jira Service Management commonly include its steep learning curve and complex interface, which can overwhelm new or non-technical users. Users also report dependence on plugins for advanced features, limited customization options in some areas, and occasional poor customer support experiences. Additionally, some find reporting capabilities basic and the pricing potentially expensive as the team grows. These factors can make onboarding and full utilization challenging in certain environments.
What problems is the product solving and how is that benefiting you?
Jira Service Management solves problems like scattered requests, inefficient workflows, and slow incident resolution by centralizing requests in one platform with automated workflows and AI-driven self-service. This improves service desk productivity, reduces ticket volumes, and boosts collaboration across IT and business teams. The benefits include faster issue resolution, enhanced customer and employee satisfaction, significant cost savings, and improved visibility into service processes, enabling data-driven decisions and continuous improvement.
Good Software for Ops Management
What do you like best about the product?
Jira has built a great software which helps internal and external stakeholders to connect, review and improvise customer relations
What do you dislike about the product?
UI is a bit complicated and seems a bulky SaaS
What problems is the product solving and how is that benefiting you?
It has all the necessary fields, customisation and is all pervasive for any field of business
Suites and supports business operations goal flawlessly
Suites and supports business operations goal flawlessly
Great tool for managing product
What do you like best about the product?
Raising and tracking product requests, features, bugs.
We can collaborate effectively on jira and track status updates and comments
Managing documents through confluence integration.
We can collaborate effectively on jira and track status updates and comments
Managing documents through confluence integration.
What do you dislike about the product?
User interface for Jira can be improved significantly.
Finding the tickets and boards can be more effective and personalised.
Finding the tickets and boards can be more effective and personalised.
What problems is the product solving and how is that benefiting you?
Managing and tracking the product features, change requests
Automated ticket assignment at various stages of ticket. Our product lifecycle has shortened by 20% with the help of Jira
Automated ticket assignment at various stages of ticket. Our product lifecycle has shortened by 20% with the help of Jira
Valuable Tool, Needs Improvement for Non-Technical Users
What do you like best about the product?
I find Jira Service Management to be very helpful, especially over the last two years for my work, projects, and internship tasks. It stands out as the most valuable service management tool compared to others. I appreciate its ease of use, particularly the API creation platform, which is quite useful for me. I also believe it will be beneficial in the future, which is why I would consider purchasing it again.
What do you dislike about the product?
I find that Jira Service Management has some limitations in terms of its features, especially in comparison to other service management platforms. There are limited features and plugins available, which restricts my ability to customize and improve my workflow. Additionally, while some professionals can navigate the platform comfortably, non-technical users might find it challenging due to its technical complexity. The platform could be improved to cater more to non-technical users. Also, enhancing customer and employee interaction features would significantly improve the platform.
What problems is the product solving and how is that benefiting you?
I find Jira Service Management beneficial for my projects and internships, providing support for lectures, hackathons, and its useful API creation platform.
"Streamlined IT Support with Great Customization Options"
What do you like best about the product?
Jira Service Management offers excellent integration with other Atlassian products and provides powerful workflow customization options. It helps streamline IT support processes with automation rules, SLAs, and real-time collaboration tools. The intuitive interface for managing tickets and incidents improves team efficiency and tracking.
What do you dislike about the product?
The initial setup can be complex for new users, especially when configuring custom workflows or automations. Additionally, performance can slow down slightly with very large datasets or projects. The pricing model can also be a bit high for smaller teams.
What problems is the product solving and how is that benefiting you?
Jira Service Management has helped us streamline our IT service desk operations by centralizing ticket tracking and resolution workflows. It has improved visibility into service requests, increased accountability through automated task assignments, and significantly reduced response and resolution times. The platform’s integration with other Atlassian tools has made collaboration across teams more efficient and transparent.
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