Jira Service Management
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937 reviews
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Problem discussion
What do you like best about the product?
Planning and the way everyone can collaborate and solve problems faster
What do you dislike about the product?
Front end and the user interface is too crude
What problems is the product solving and how is that benefiting you?
Easy collaborations
Very good ticket management application
What do you like best about the product?
Cost effective
Implementation time is much shorter compared to BMC
Advanced SLA settings
Implementation time is much shorter compared to BMC
Advanced SLA settings
What do you dislike about the product?
Customer service is slow compared to BMC.
BMC is widely used compared to JIRA
BMC is widely used compared to JIRA
What problems is the product solving and how is that benefiting you?
Incident management system implementation
Customizable and clean looking.
What do you like best about the product?
Easy to use and log time. Can track larger projects and the sub tasks within them.
What do you dislike about the product?
Queries are complicated. Could be easier. Automate the queries a bit so they fill in as you type, or give drop downs like in sql.
What problems is the product solving and how is that benefiting you?
We manage all work through the system. Provides reporting capabilities and a centralized communication gateway between internal support and the customer with the ability to distinguish permissions so some comments are viable to customer and others are not.
convenient and cheap
What do you like best about the product?
the 2 most attractive things about Jira Service Desk is a aimless integration to Jira Software as well as pretty cheap rate.
What do you dislike about the product?
this tool is very limited in customization
What problems is the product solving and how is that benefiting you?
keeps track of service requests, and also handles communication with the users
Recommendations to others considering the product:
good for small teams
Effective tool to track your Defects, Issues, Enhancements
What do you like best about the product?
One of the best tickets tracking/monitoring system available today. Stakeholders gets notified when a ticket is opened or modified. There is a provision to attach files also. Staging of enhancement can be customised (such as the drop downs can be customised to your company specific environments). Easily customisable.
What do you dislike about the product?
There is no provision of auto ticket creation such as when a request comes in to email then a ticket should automatically be created. This is one of my requirement but not sure if others also need that. other than this it is wonderful.
What problems is the product solving and how is that benefiting you?
Application issues, defects, enhancements can easily be racked and monitored. All stakeholders are kept up to date with any update on any defect/issue
Recommendations to others considering the product:
Excellent tool to track or Monitor issues/defects and creating service tickets.
Easy Ticket Generation and Customer Experience
What do you like best about the product?
As someone who used this to submit and check ticket status it was very straight forward in terms of seeing issue progress.
What do you dislike about the product?
The interface can be overwhelming but as long as the implementation team notes what should be affecting your then the status change makes sense.
What problems is the product solving and how is that benefiting you?
Properly prioritize employee issues so that IT can serve the most urgent issues first and track time spent.
Recommendations to others considering the product:
I would say ensuring the user has a good submission process with only the most relevant field options rather than revealing all field options that might be most relevant to the team resolving only.
Good service, good support.
What do you like best about the product?
OpsGenie has been helpful both with their support during integration and when everyday usage issues arise. Their service is reliable and fills the bill for us.
What do you dislike about the product?
Lots of options -- sometimes confusing. Would love a "vacation" option where I can easily remove someone from all the rotations they're on temporarily.
What problems is the product solving and how is that benefiting you?
Connects to our internal monitoring system and notifies us upon critical alerts.
Great for Organization
What do you like best about the product?
JIRA service desk has helped us in many ways to organize better and more effectively than ever before.
What do you dislike about the product?
I dislike the chunky web version which lags sometimes.
What problems is the product solving and how is that benefiting you?
Better organization, effective communication
Jira Service Desk Review
What do you like best about the product?
I like the simplicity and constant updates of the website.
What do you dislike about the product?
The constant updates can cause confusion on where certain tools or avenues to tools are located
What problems is the product solving and how is that benefiting you?
We needed a way to localize our needs onto one website and JIRA has accomplished that.
Recommendations to others considering the product:
Give JIRA a test run and see if it fits your needs. Contact their support to determine what may be best for you and your environment.
Helpdesk ticketing by JIRA? Yes please.
What do you like best about the product?
The fact that we're already using JIRA to manage different projects made this a very useful addition to our Helpdesk team. We can easily move different tasks to other agents if it doesn't necessarily fall under our realm of expertise. Because our other teams are already in JIRA, it's a simple process. It has also provided our users with a much better experience submitting tickets.
What do you dislike about the product?
Complexity. Like all things JIRA, it's SUPER complex and can take a lot of time to figure out how to do things that you would thing would be basic. Mainly with editing different workflows and schemes.
What problems is the product solving and how is that benefiting you?
A better ticketing solution for our business with the ability to quickly collaborate with others.
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