Jira Service Management
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Streamline IT and Non-Tech Teams
What do you like best about the product?
Help users help themselves.
Jira Service Desk (Atlassian products) can be leveraged to spread tools across the organization for maximum productivity. Please watch Atlassian Summits videos from Bose, VMware, and Airbnb for in-depth look at how your team can use the product.
Jira Service Desk (Atlassian products) can be leveraged to spread tools across the organization for maximum productivity. Please watch Atlassian Summits videos from Bose, VMware, and Airbnb for in-depth look at how your team can use the product.
What do you dislike about the product?
Atlassian is often hated by Engineers - in part because it can be a mammoth and be difficult to add custom fields, screen schemes, and workflows. External tools (Automation for Jira) can help with this problem.
What problems is the product solving and how is that benefiting you?
-Lower MTTR (mean time to resolution) by improving incident response, communications and collaboration
-Help team culture with Atlassian's Open Wiki philosophy
-Lean into the future of "Lean and Agile ITSM"
-streamlined efficiencies, automations, SLAs, Request Types for the best possible customer experience
-Help team culture with Atlassian's Open Wiki philosophy
-Lean into the future of "Lean and Agile ITSM"
-streamlined efficiencies, automations, SLAs, Request Types for the best possible customer experience
Recommendations to others considering the product:
Educate yourself with wonderful Atlassian Summit videos (2018, 2019)
great service desk portal
What do you like best about the product?
its a great service desk porta. i like the way you can customize all the options displayed to the client, and you can guide your clients to rise the right kind of support ticket.
What do you dislike about the product?
sometimes have issues to manage closed tickets. they remain on the list and you have to manually delete them.
What problems is the product solving and how is that benefiting you?
service desk management.
Recommendations to others considering the product:
its a good solution but i think there are best solutions.
Awesome alert and call management solution
What do you like best about the product?
I like the flexibility and the unwavering quality that is accessible with the item. Being an organization that has worldwide help benefits great to the numerous numbers and ticket lines that are accessible. I additionally like the group based gatherings, with planning courses of events and logbooks. Ease of setup. Nice and instinctive GUI. Brisk ack all/nearby all component for quick response. Decent deals/bolster contact. The testing time frame is incredible. It truly lets you an opportunity to approve a PoC with your warning framework just as checking that all past arrangement highlights can be coordinated inside this new item.
What do you dislike about the product?
The email reconciliation may be stretched out to investigating the substance of the mail all the more explicitly.
What problems is the product solving and how is that benefiting you?
Day in and day out accessible as needs be plan - Direct data sent to a sys admin, supplanting a genuine administrator before the screen. The correct data is sent specifically to the ideal individuals with the best possible heightening to regard administration level understandings.
Recommendations to others considering the product:
Begin attempting usage with the testing time frame to check its accommodates your business need and the correct connectors are available. The rundown of connectors is as of now very total and the assistance is enlightening to play out the usage. The coordination is extremely simple and within work process is clear.
great organization/ticketing platform
What do you like best about the product?
My company utilizes JIRA Serivce Desk for all of our internal needs. Whether it is leaving a nice comment about another employee, or sending over maintenance request tickets to our Service Desk team, JIRA makes it so easy to write a quick ticket and send it over the right team. JIRA also makes it especially easy to create webpages that can fit exactly what we need to accomplish. For example, we deal mainly with technical products like laptops, cables, adapters, etc. and since these items can easily break at any time, it is easy to write up a ticket, indicate which barcode item it is, and send it to our service desk team. We are able to easily mark each ticket as in review, done, or any other type of final step we choose.
What do you dislike about the product?
The only problem I have with JIRA is that it doesn't make it super easy for customers using it to contact our team. For example, we use it to keep track of patron fines and very often we will have issues with customers accidentally creating multiple tickets and we will very often get duplicates which can be very inconvenient. Customers also have to make an account on JIRA and that is an extra step that is frankly unnecessary.
What problems is the product solving and how is that benefiting you?
While we aren't necessarily solving business problems, I've found it especially beneficial to be able to search previous patrons in the database and in that way we can see exactly how many fines they've had in the past and their history with communicating with our fines team.
Recommendations to others considering the product:
It is a great platform for organizing internal and external tickets across a large company with many different teams.
Easy to Use On Call Management At A Great Price
What do you like best about the product?
I like all of the out of the box integrations that work with other products without much configuration.
What do you dislike about the product?
I struggled to find something I actually don't like. My biggest complaint is their alerting can come from a huge range of telephone numbers, so making OpsGenie was difficult until I found a vCard they provide with all contact numbers.
What problems is the product solving and how is that benefiting you?
We needed a solution to manage our on call scheduling and routing of alerts to the appropriate person. OpsGenie solved both problems easily.
Recommendations to others considering the product:
I'd recommend starting out in one of the lower priced tiers, if not the free one. The plans pack in a lot of features and you might not need all of the bells and whistles available.
Clean Navigation and Smooth Transitions
What do you like best about the product?
JIRA Service Desk has given us a help desk that can be used across all departments. It is flexible, allowing us to create fields it doesn't have by default and share them across projects. SLAs are simple to create and the overall design allows for easy navigation. Plus if a feature is not natively available, an add on can usually be purchased. It integrates with other systems so that we don't have to enter the same information in two locations.
What do you dislike about the product?
Reporting is good but limited. For example, I cannot have a report send to my executive team on a schedule. Only a saved search can do that and it doesn't show any charts or graphs to help with trends.
What problems is the product solving and how is that benefiting you?
The most interesting use is that our Ops team uses it for logistics.
Incidents Organized for Remediation
What do you like best about the product?
The Jira Service Desk allows for organization of incident and change management tickets to be organized in to projects for reference. Along with the projects and tags, searching for and referencing tickets is very easy.
What do you dislike about the product?
When cloning tickets, the assignee is carried. Then, an administrator is required to change the assignee.
What problems is the product solving and how is that benefiting you?
The requirement of being able to create central location for incident and change management tracking was realized.
Recommendations to others considering the product:
Examine the online trial in parallel to you current issue management system and organize the issue within projects to make reference and tracking much easier.
Great for support
What do you like best about the product?
This provided excellent visibility from a support perspective
What do you dislike about the product?
I can’t think of a real negative for jira
What problems is the product solving and how is that benefiting you?
Feature requests
Jira is a great sprint management tool
What do you like best about the product?
It is an excellent way to manage teams on multiple projects.
What do you dislike about the product?
I really do not have any complaints. It would be nice to have a single user login across companies.
What problems is the product solving and how is that benefiting you?
Managing sprints
great for workplace productivity!
What do you like best about the product?
i love the organization of jira--we use it across all of our library departments and it is an amazing service for writing up maintenance tickets, item fines, personal notes to other employees, etc. despite the library system at ucla being quite a vast network of employees, jira makes it very easy and simple to organize employees by each department and assign/send tickets to each respective department depending on the issue at hand! jira is also very user friendly, has a beautiful interface, and is intuitive to learn. all of our employees, whether full-time or just part-time students, utilize jira and everyone loves how easy it is to use! i love being able to create your own pages on jira as well and design/manipulate them with different macros/features depending on what the page is for.
What do you dislike about the product?
there isn't much to dislike about jira! the only real issue is sometimes having too cluttered of a workspace if there are too many open tickets and since the jira system is so vast, it is easy to lose pages along the way. overall, however, jira is a great product and we haven't had any serious problems with this service in a very long time!
What problems is the product solving and how is that benefiting you?
besides internal management, we use jira as a sort of data analytics platform as well in order to keep track of--for example--how many item fines are occurring as well as what kind of fine it is (staff error, student error, full refund, etc). we are able to use jira to categorize each fine into the proper category so we can monitor the frequency of each type and see whether most fines are staff errors or student errors.
Recommendations to others considering the product:
definitely recommend using this product! it is amazing and will make your workplace so much more organized!
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