Jira Service Management
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Great and notifies when needed
What do you like best about the product?
Easy app to use. Good for our business.
What do you dislike about the product?
None. Nothing...........................
What problems is the product solving and how is that benefiting you?
Notifications
Good Support
What do you like best about the product?
I like having contacts that are responsive and a live chat for when I need immediate help.
What do you dislike about the product?
I’d like to be able to save logs for alerts so we can see how many people were engaged more easily.
What problems is the product solving and how is that benefiting you?
Alerting multiple teams, and groups when an issue arises. Benefits have been consolidating our engagement to one app.
Great product
What do you like best about the product?
Gives us control over where our alerts go, and when. We can modify alerts based on environment, service, severity, etc. It has been a game changer for monitoring and we will continue to use it going forward.
What do you dislike about the product?
It was easy for me to learn, but my colleagues have struggled picking it up. We do not have any formal support from OpsGenie (to my knowledge) and the biggest struggle has just been getting teams to adopt OpsGenie in the first place. Particularly teams that do not have dedicated ops/QA people.
What problems is the product solving and how is that benefiting you?
Alert management for dev and ops teams. It works well in conjunction with our internal and external tools, and allows easy assignment/tracking of alerts. The customizations with escalation policies have been very helpful.
Recommendations to others considering the product:
Make sure your teams are educated on how to use it best. Without dedicated support helping out, it can be difficult to drive adoption across your organization.
Positive and reliable
What do you like best about the product?
I like that its customizable and its dependable.
What do you dislike about the product?
Some customizations I'd like are:
Having certain alerts close automatically without waiting for someone to acknowledge it.
iPhone does not allow alerts to come thru (this could be more of an iPhone issue).
Having certain alerts close automatically without waiting for someone to acknowledge it.
iPhone does not allow alerts to come thru (this could be more of an iPhone issue).
What problems is the product solving and how is that benefiting you?
It helps keep our production platform running and helps our job as a Devops person to see where a certain issue is originating from when it comes.
Very intuitive, easy to use software, implemented for thousands of businesses and organisations
What do you like best about the product?
I like how JSD is highly customisable, including the customer portal, where customers log their service requests. SLAs can easily be set up, going hand in hand with workflows in order to manage business processes
What do you dislike about the product?
The automation section is fairly restricted. I used the Automation for Jira add-on which worked wonders and is so easy to use, but the built in automation rules are much more restrictive.
What problems is the product solving and how is that benefiting you?
The current software we use is hugely out of date and JSD is a good revamp. We like that the comments can easily be followed from the agent’s side on the Jira issues
Recommendations to others considering the product:
Make sure you research setting up reverse proxies and security certificates as they’re a little tricky
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
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