Basically, I am creating JIRA tickets, querying JIRA tickets, updating JIRA tickets, creating views for all the JIRA data.
Jira Service Management
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945 reviews
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A great ITSM Tool
What do you like best about the product?
I like that it works very well with other Atlassian tools like Jira Software and Confluence. It helps me to organize support requests, incidents, and changes in one place. The customer portal is easy to use and friendly to them.
What do you dislike about the product?
Setting it up for the first time can be a bit complicated but now is used every day for IT support task.
What problems is the product solving and how is that benefiting you?
Jira Service Management helps organize and track IT support requests.
Excellent Ticketing system and approval application
What do you like best about the product?
It's easy to implement. We use it more frequently for approvals. It has easy and numerous purposes to use. Customer suppor is super helpful.
What do you dislike about the product?
Slightly slow but responsive. The speed can be increased for fast communication.
What problems is the product solving and how is that benefiting you?
Smart and excelent ticketing system for certain features like IT, database, approvals, help ,research, application error etc. Previoiusly theser were managed through email and spread sheet. Now tracking and follow up is much easier. Response rate increases the time.
Jira Service Management is a pretty good piece of software for Bug Tracking.
What do you like best about the product?
I like the way that with Jira Service Managament makses it easy to create an Epic and then nest all the bugs under that top level
What do you dislike about the product?
I think that some of the screens in Jira Service Managament are a little outdated and could be brought up to date.
What problems is the product solving and how is that benefiting you?
We use Jira Service management as our Customer Relationship management tool to interact with customer and track all their issues.
Team Leader Web Analyst
What do you like best about the product?
Ease of use, flexibility, stability,
What do you dislike about the product?
Nothing to add, everything has been working very well for years
What problems is the product solving and how is that benefiting you?
Uniformity of requests - everything is in one place.
search for requests very easy
linking of requests very practical
assignment of requests
archive
search for requests very easy
linking of requests very practical
assignment of requests
archive
Most used ticketing system in industry
What do you like best about the product?
Jira service managenent tool is used for ticket and tracking purpose. We can track all the tickets at one place
What do you dislike about the product?
The responsive time whole loading the page is high compared to other tools in the market.
What problems is the product solving and how is that benefiting you?
Jira service management tool workflows are configurable and tracking will be very easy.
super nice
What do you like best about the product?
the ticket management system and the tracking is nice
What do you dislike about the product?
super there are no issues so far i am happy
What problems is the product solving and how is that benefiting you?
It ticketing system
Innovative solution transforms data management with powerful query capabilities
What is our primary use case?
What is most valuable?
The query language and the ability to create views of the data are very useful. I can organize JIRA and set up tickets related to the projects I'm working on. It simplifies and accelerates my ability to manage tickets assigned to me or those I'm working with.
The dashboards are a good feature. The ability to actually edit dashboards is good. I can add modules into the dashboard to build out a sort of API, which is good. These capabilities are positive. Navigating around it is okay. A good example would be Visual Studio, which has an integration with Git.
What needs improvement?
I am not familiar if there's an integration with Visual Studio from Jira.
For how long have I used the solution?
I have been working with the company since 2022, so for just over two years.
What do I think about the stability of the solution?
There have been no problems at all. It has been a stable solution.
What's my experience with pricing, setup cost, and licensing?
The price is actually reasonable.
What other advice do I have?
Educate yourself on the capabilities of Jira to make the best use of the available technology. I would rate it nine out of ten.
Creates stories and tasks are easier with user-friendly tools
What is our primary use case?
For every project planning, we divide each project into different epics based on the milestones. Then for every epic, we create stories and tasks to complete within a two-week sprint cycle. After the two weeks, we have a review session with the clients to showcase our progress. That's how we are doing it.
What is most valuable?
The tool is scalable. It is not mainly about administrative efforts, however, as a working user, it is easier to create multiple stories and epics. For every task we are working on, the project manager can see the status once we update the stories mentioned. It helps overall project management to understand what the progress is and if there are any blockers.
What needs improvement?
One thing I would suggest is that before we create an epic, we mention the required stories in its description. Then AI could directly create those stories instead of doing it manually inside the table, so that integration can occur.
For how long have I used the solution?
I have been using it for more than six years.
What do I think about the stability of the solution?
Instability happens sometimes - although not frequently.
What do I think about the scalability of the solution?
The tool is scalable. As a user, it is easier for me to create multiple stories and epics, which aids in scalability.
How was the initial setup?
The company would have a new project assigned to it, and the team can work on it. The only effort required is during project planning. We need to organize the stories and other details, however, instead of using Excel, we can use Jira board to prepare everything.
What's my experience with pricing, setup cost, and licensing?
I have not worked directly on the pricing.
Which other solutions did I evaluate?
What other advice do I have?
It's a good experience. I rate it ten out of ten.
Simplicity and ease of use enables seamless customer configurations
What is our primary use case?
As a user, I configure it with my customers. I use it for simplicity and ease of use.
What is most valuable?
Simplicity is a key aspect. It is not hard to use.
What needs improvement?
The interface could be made easier to use. While it is not the worst, there is still room for improvement.
For how long have I used the solution?
I have used the solution for three or four years, perhaps.
What do I think about the stability of the solution?
I have had no problems with stability. It is 100% stable.
What do I think about the scalability of the solution?
I was not using an administrator role, so I had no such experience with scalability issues.
How are customer service and support?
I have never contacted technical support from Atlassian.
How was the initial setup?
I have had no such experience with initial setup.
What's my experience with pricing, setup cost, and licensing?
It was not my responsibility as I was only a client. I did not handle the installation or purchasing.
What other advice do I have?
I would rate it eight points out of ten.
From my perspective, it was just good enough. It could be useful when it suggests what you can do for us. I am using it as an end customer, just through an interface. From my point of view, there is no specific need for automation, however, I am not an administrator. There were enough features for my needs.
Commonly used and manages sprints efficiently but needs more file management control
What is our primary use case?
I am primarily using Jira Service Management for sprint management, estimations, planning, pre-planning, and conducting all the sprint ceremonies with user stories and estimations.
How has it helped my organization?
It's commonly used, so we don't need to teach anyone. Any new member that joins knows Jira Service Management.
What is most valuable?
Everyone knows how to use it, so there's no need to teach new members. It's as widely recognized as word processors.
What needs improvement?
Jira Service Management could improve by offering more control similar to Monday.com, such as easier automations, file addition, and sharing with different people.
For how long have I used the solution?
I used it a lot before stopping three months ago.
What do I think about the stability of the solution?
We never faced any latency or stability issues. My team had never more than six or seven people, and it was stable for our needs.
How are customer service and support?
I had to use support management tasks regarding the API. They didn't help with my issue because it was something that was not supported.
Which solution did I use previously and why did I switch?
I used NetSuite and considered monday.com to be more beneficial.
What was our ROI?
It returned value, but I'm not sure if it completely covered the investment. It's useful.
What's my experience with pricing, setup cost, and licensing?
Jira Service Management is expensive and not worth the money compared to monday.com.
Which other solutions did I evaluate?
I used NetSuite and evaluated monday.com, which has more control and features I find beneficial.
What other advice do I have?
I rate Jira Service Management a six out of ten. I used monday.com due to its ability to provide more control, automations, and better file management.
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