Easy to use, offers good stability and visibility for operational efficiency
What is our primary use case?
We use Jira Service Management (JSM) to manage tickets.
It enables us to track, monitor, and manage user requests from initiation to resolution. We use it for the end-to-end process. We can add comments, and close requests., so our primary use case for JSM is ticketing.
What is most valuable?
The interface is good and easy to use. We can track, monitor, and get all the details we need from the end-user's point of view for any service request.
What needs improvement?
The search function could be improved. We have to search a certain way. There is no generic search, it is more object-oriented search. The interface could also be more user-friendly.
So, the interface and search could be improved.
Additionally, I would like to see more accessibility. It would also be great if there was a Jira mobile app.
For how long have I used the solution?
We have been using JSM for more than two years. We have gained extensive experience with the tool during this time.
What do I think about the stability of the solution?
It is a stable solution. I would rate the stability a nine out of ten.
What do I think about the scalability of the solution?
It is in the cloud, so it is a scalable solution. I would rate the scalability an eight out of ten. It is very scalable.
Currently, it is being used by the entire organization, but for my team, we have around 10 to 20 people who use it regularly. In total, around 50 users have access to it.
How are customer service and support?
It is available, but we haven't had to use it much. We have been able to solve most of our issues on our own.
However, since it is a German-based product, there may be geographic issues with ticket routing.
They could improve it by providing support specific to the geographic location. They could also make 24/7 support available based on the availability of the support center.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
We have used a few other Service Desk tools, but they are not at Jira's level.
Jira is a better tool to capture end-to-end details, which provides more visibility than the other tools.
How was the initial setup?
It's easy to deploy because it's a cloud-based model. There is no on-premises deployment required if you are using the SaaS model.
If you use the SaaS model, the maintenance is taken care of by the SaaS provider.
What's my experience with pricing, setup cost, and licensing?
It is one of the premium products on the market, but it is very costly, especially in the Indian market. Smaller organizations cannot afford it.
We pay monthly licensing costs. We only have to pay for the subscription model that we choose.
What other advice do I have?
Overall, I would rate the solution an eight out of ten. It is a good tool, but it is expensive. However, it does provide the information needed to make good decisions about operational development and performance. It provides good visibility, but it is also very expensive.
Jira
What do you like best about the product?
Allows me to collaborate with my team easily despite being in remote locations
What do you dislike about the product?
The navigation of the menus. It requires too much back clicking
What problems is the product solving and how is that benefiting you?
It benefits me in that I can know what issues are being handled by a member of my team
a great productive and management tool
What do you like best about the product?
it intergrates well into the larger atlassian suite of products and 3rd party vendors
What do you dislike about the product?
It can be hard learning curve to get up to spead with all the feature set
What problems is the product solving and how is that benefiting you?
Initally it was just used for our IT helpdesk but it has evolved and now is used for multiple use case including incident managment and project managment
the good way to manage tickets
What do you like best about the product?
easy to use in order to open tickets. Query are very good to manage dashboards
What do you dislike about the product?
needs some time to understand how it works. Query are not simple the first time, but after using it a lot, it's easy
What problems is the product solving and how is that benefiting you?
the good tool for ITSM
Best tool for Task Assignment!
What do you like best about the product?
JIra has been an user friendly interface that allows me in monitoring progress and efficiently handlingteh allocations of tasks.Additional, it allowsfor the estimation ofdeadlines based on theproject's progress which isa valuable feature. Ease of implementation as well as customer support are also a plus.
What do you dislike about the product?
In the beginning I encountered some challenges in terms of locating the previous tickets and who handles the same. Other than that my overall experience had been great with Jira.
What problems is the product solving and how is that benefiting you?
Addressing and documentingall the issuesencountered by clients,while overseeing their progressand new developments.Jira provides clearvisibility regarding task assignees,facilitating seamless communication with both client and service providers.
JSM- great ITSM and ticketing tool
What do you like best about the product?
-Allow users to directly create tickets through the customer portal rather than calling in to a helpdesk
-Track tickets for almost all department viz. IT helpdesk, HR, Engineering, Purchase, Security etc.
-User friendly customer portal
-Add multiple users to a ticket as "Request participants"
-Availability of automation feature makes life of a jira admin much easier
-Unlimited custom fields options
-When typing up a summary, it gives the list of related old tickets where you might find the solution for your problem
-Easy to create escalation SLA's
-Ease of tickets escalations
-time tracking feature
What do you dislike about the product?
-non-customisable reports
-when you accidentally delete something, it's gone forever! (Deletion and recovery is not an option in Jira)
-limited upload size
-unavailability to copy Request types' configuration from one project to another
-Limited mobile funcationality
-Costly
-dark mode (it's really not so pleasant to work with - that's my personal opinion)
-inability to bulk close tickets
-non-intuitive
-inability to hide forms in the jira tickets/customer portal, if used.
-inability to migrate configurational changes from dev to prod.
What problems is the product solving and how is that benefiting you?
With JSM, it is easy to categorise Service requests, Incidents, changes, problems with the help of request types/issue types.
It has really benefitted me to prioritize my tasks and see the progress of all my tickets in a single place.
Good Service Management Tool
What do you like best about the product?
We can create custum dahsboard also we can see all data on single dashbord in multipal ways. The user interface is great. we can create new PRs from this tool it is good new features. we can tracking /planing of project.
What do you dislike about the product?
we are facing performanace issue. Somtimes it is difficult and complex to configure.
What problems is the product solving and how is that benefiting you?
Need to work on filtering options. some difficulty in filtering subtask
Amazing Service tool for internal case management
What do you like best about the product?
The options provided in choosing from the bug/enhancement and keeping the requestor on track and have full visibility- sub task for test cases
What do you dislike about the product?
Dashboards are hard to read and the UI for the same is not preferred
What problems is the product solving and how is that benefiting you?
UAT testing made easier by making scenarios and test them one by one by the affected user for satisfactory output
Great service management solution
What do you like best about the product?
Intuitive and user-friendly interface, great customization, seamless integration, easy scalability.
What do you dislike about the product?
Automation problems, costly and complex licensing, lackluster reporting
What problems is the product solving and how is that benefiting you?
Is helped our business move to a more robust, automated and overall modern service management and help desk system.
Effectively categorize, prioritize service request, problems, incidents.
What do you like best about the product?
The way it helps every team to deliver great service quickly, bringing clear visibility to work. Also it bridge the gap between development,IT and business team.
What do you dislike about the product?
Support to customer management which need to be improved. Lack of memory space. Sometime its complex to manage. No dedicated features exists to track ideas and plans.
What problems is the product solving and how is that benefiting you?
Main use of Jira Service Management tool is time tracking capabilities and producing reports that helps team to track their performance over the period. Also helps team to work agile way.
