Jira Service Management
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A great option for on-site ICT service desk management
What do you like best about the product?
Overall we are very happy with Jira Service Desk; it has allowed us to provide a higher level of support to users than our previous service desk, and non-profit pricing was very beneficial for us. The software is usable in its default setup but we have found that there is still plenty of customisation that can be done if needed to suit more complex requirements.
I find the UI of Jira Service Desk very clean and modern compared to other service desks software on the market. Included with the service desk is a customisable user-facing portal for users to raise tickets in, which proved very popular with staff when raising tickets alongside traditional email tickets. Due to the way Jira splits service desks into different projects, we were able to create service desks for other departments in the organisation which helped improve productivity and workflow. There are some very useful and well-designed default reports included for ticket statistics (which can be used to keep management happy!). We found the default setup of Jira Service Desk fit our needs very well, but it is very easy to customise ticket workflows and other features to suit more complex needs.
I find the UI of Jira Service Desk very clean and modern compared to other service desks software on the market. Included with the service desk is a customisable user-facing portal for users to raise tickets in, which proved very popular with staff when raising tickets alongside traditional email tickets. Due to the way Jira splits service desks into different projects, we were able to create service desks for other departments in the organisation which helped improve productivity and workflow. There are some very useful and well-designed default reports included for ticket statistics (which can be used to keep management happy!). We found the default setup of Jira Service Desk fit our needs very well, but it is very easy to customise ticket workflows and other features to suit more complex needs.
What do you dislike about the product?
For a service desk technician using Jira Service Desk the back-end UI for managing tickets can be a little overwhelming, however this can be fixed by editing the default workflows for tickets to hide not required information and details. The administration settings are somewhat unintuitively set out for system administrators, but once you get to grips with the layout it becomes easy enough to find what you need from the settings page. We found the instructions on the Atlassian website for setting up an external redirect with a custom URL in IIS a little sparse on detail, but a quick trip to the Atlassian forums cleared up any queries we had with the process.
What problems is the product solving and how is that benefiting you?
The ability to handle customisation, integrations, workflows, SLAs and integrate with other Atlassian products
Recommendations to others considering the product:
The business problem Jira service desk solves is allowing anyone to put in a request from a service department from one portal & be able to access that portal anywhere in the world and not just on our internal network.
Very effective ticketing tool used for business. It has a platform for the ITIL domains
What do you like best about the product?
It is a solution that assists various domains in Incident management, problem management, change management, asset and configuration management.
What do you dislike about the product?
Few bugs and issues/ challenges like linking mail, configuration as per individual user, minimum help vidoes/ tutorials. Some generic feature and processes that should happen without interference.
What problems is the product solving and how is that benefiting you?
It allows us to integrate various teams in the same project.ITIL domains can easily be handled on JIRA. Can measure SLA, . Allows to provide higher level of support. IT user friendly
Jira SD Review
What do you like best about the product?
The tool comes with several features such as creating an exclusive project for IT Services Management as well as Requirements Management, which is great to use a single tool within the organization.
What do you dislike about the product?
The licensing cost is high and certain configurations require a plugin which must be licensed according to the active amount.
What problems is the product solving and how is that benefiting you?
Having a unique tool that allows us to include certain departments to manage your requirements.
Recommendations to others considering the product:
Licensing is expensive, considering that there are certain things that Jira does not do by default and for this you must help in a third-party plugin.
A great tool for the ticketing system.
What do you like best about the product?
Jira service desk has a simple and efficient customization ticket interface. It offers an amazingly high configurable notification system while providing free customization on notification service. Filters are very easy to use, allows you to make and save a filter and give users access to the filter. It has an excellent service of suggestions from Confluence when entering a summary of a problem. It allows you to add additional features through the extremely dynamic Atlassian marketplace.
What do you dislike about the product?
It has no ability to reply to several tickets at the same time. Its additional features and odd-ons for customization make it expensive to use. It has very limited access to some of its built-in functions and workflow. The request forms of the Jira service desk are very general and an instinctive active field ability is not present. It is sometimes challenging to organize custom files.
What problems is the product solving and how is that benefiting you?
Jira service desk offers an unproblematic service experience that matches your needs in terms of the setup and price. It is very cost-effective as compared to other such systems. It saves much of the time as it gets started in a few minutes. It is very simple, efficient, and user-friendly. It is all in one platform for the customers, developer teams and service teams.
Recommendations to others considering the product:
It is very simple, efficient, and user-friendly. It is all in one platform for the customers, developer teams and service teams.recommended
Solid and simple ticketing system
What do you like best about the product?
Ticketing systems often have so many features it bogs users down or gets confusing. Jira uses simple and effective tools to keep the ticketing process quick and easy
What do you dislike about the product?
I don’t have any issues with jira currently
What problems is the product solving and how is that benefiting you?
We have designed a smooth work flow where issues are pushed from business to first and second level support, as appropriate. It has highlighted how frequently issues arise, how challenging the solution is, and how different IT users are able to help
Easy tracking of my teams stakeholders
What do you like best about the product?
The requests are piled up nice and clean. It's easy to search the various categories of filters like customer type, priority,etc.
What do you dislike about the product?
I wish there was an alternative dashboard for request approvals
What problems is the product solving and how is that benefiting you?
Tracking requests from customera and stakeholders
Workspace distributor or managerial or tracker tool
What do you like best about the product?
Assign and divided task within the team and note the work performance and time frame about the given task,store history of task when completed and calculate time about completed task.
What do you dislike about the product?
Complex to understand services for first time, powerful tool and costly licence made it incapable for small team or organisation.
What problems is the product solving and how is that benefiting you?
Distribute task within team made easy to track work performance and manage multiple projects on multiple change's.
New way of managing incidents
What do you like best about the product?
With this tool, we were able to carry out all the control of incidents and requests of our company quickly and efficiently. We have total control over numbers, targets and SLAs.
What do you dislike about the product?
Removing reports on the platform can be a little painful if the user is not familiarized with other IT platforms. When the query is more complex, you need to go after information and tips in search forums.
What problems is the product solving and how is that benefiting you?
With this platform, we were able to measure our service time, better control our SLA and improve the productivity of our technicians.
Good ticketing tool
What do you like best about the product?
Good ticketing tool used in IT. We use it primarily
What do you dislike about the product?
Its limited. The knowledge base in this tool is limited
What problems is the product solving and how is that benefiting you?
Create tickets
Jira Service desk review
What do you like best about the product?
It can be easily integrated with testing tools like Jira so makes the management easier. UI is good with a clean and simple look. Contains good report extraction with metrics and graphs to make it easier to understand and share with counterparts.
What do you dislike about the product?
You need to learn this tool and it can be an exhaustive learning process as not much free help is available on Internet. You gotta have connections with people who are already using them or search a lot on Internet to gain perspective and get queries solved.
What problems is the product solving and how is that benefiting you?
With the help of this tool we get feedback about the problems others are facing and effectively manage it. It reduces the time we otherwise would have to waste to understand in depth with customer discussions.
Recommendations to others considering the product:
It is a decent tool with ability to solve most of the problems. Hire a specialist with prior hands on experience on the tool so as to avoid dealing with unknown problems which may be hard to solve due to lack of free tutorials on Internet.
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