Jira Service Management
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Jira service desk
What do you like best about the product?
Great alternative to remedy, works well with the whole atlassian suite
What do you dislike about the product?
Want to see more email integration so users can follow and update a ticket with emails
What problems is the product solving and how is that benefiting you?
Needed a way for customers to send non urgent issues and track how fast we were resolving
Recommendations to others considering the product:
Needs time to mature
Very useful for managing bugs and issues
What do you like best about the product?
Easy to create tickets, comment and assign tickets to others.
What do you dislike about the product?
Searching across the application is not really useful
What problems is the product solving and how is that benefiting you?
Creating software bugs and maintaining track of releases
JIRA IT Service Desk
What do you like best about the product?
I use it in ticketing our IT support team which really helps a lot as it reduces office movements and keeps records of the services I have been offered. It enables follow up and shows if you were offered a solution. You don't have to approach the IT team in person.
What do you dislike about the product?
I wish it could show my names at the top right corner instead of "Requests" only. I would love to see my Name while using the software. I also don't have the access to update my profile photo. I would also love to have an option of filling in my contact details such that I can access my account from anywhere.
What problems is the product solving and how is that benefiting you?
Ticketing our IT support team when in need of support and supplies. I don't have to walk to their office in person. It also gives instant notifications about the person handling your problem.
Recommendations to others considering the product:
I recommend those who have not used JIRA to give it a shot it never disappoint it really reduces office movements and time wastage.
JIRA SD User/Admin
What do you like best about the product?
Categories and integration's as well as fast reliable Atlassian support..
What do you dislike about the product?
Speed (could be the web server not software)
What problems is the product solving and how is that benefiting you?
dev ops and client services managed with JIRA. Agile and project management also integrate.
Recommendations to others considering the product:
Cost effective way to manage many service incidents and issues with vendor supported integration.
Fairly easy to use and a good tool for managing your "work to-do" schedule
What do you like best about the product?
Overall it is fairly easy to use this tool. You can easily create a task and if you check "create another" on the task you can rapid enter tasks with only a few adjustments to each task.
What do you dislike about the product?
The "Work" screen could use some visual enhancements to make it current and a little more user friendly. It doesn't look bad currently, but it could definitely be improved. Even something as small as adding progress bars for each column "To Do, In Progress, Done". This would give you a quick idea on how much work really remains for your sprint. You may only see two tasks and think you are on track, but if those two tasks are worth a large amount of "points" then you might not be as far along as you think when you only see two remaining tasks.
What problems is the product solving and how is that benefiting you?
We are using this to prioritize our workload and to keep on track with projects. The benefits would be the structure it adds to our working "sprints". We have a clear expectation on what we are going to accomplish, and if we get side tracked, we can enter that here and have documentation as to why we did not accomplish some of the tasks we originally planned to complete.
Recommendations to others considering the product:
Ask yourself if this product can handle your use case and if you think you will have questions, look online to see if it is easy enough to find answers. I build custom reports (using a different tool) going against the Jira DB, and the reports can get complex so while it's nice to have access to the data, do you have someone able to build them? If so I would suggest that as you can get helpful insights as to the teams progression.
Great Software
What do you like best about the product?
The software is setup to be used with the agile method.
What do you dislike about the product?
Sometimea the uaer interface can be overwhelming.
What problems is the product solving and how is that benefiting you?
I am using it to track Teamcenter customization and configuration development.
Essential project management software for our business
What do you like best about the product?
It's a great platform that supports whatever type of PM you want to use but is best suited for us in Agile and SCRUM. We don;t use all of the features as this platform is a beast but it keeps us on track with all our projects, sprints and tasks. Integrates with all the things you would expect, definitely essential to our development cycle
What do you dislike about the product?
The UI is sometimes a bit annoying, editing tasks can be a bit of a nightmare because you have to do it from specific places, sometimes not intuitively.
We work in publishing so not a true software development environment so as things come in we have to deal with them, as a result we've had to give up on using things like burn charts but that's more to do with our workflow.
It can get expensive as you scale up so planning out who and how it gets accessed by is important
We work in publishing so not a true software development environment so as things come in we have to deal with them, as a result we've had to give up on using things like burn charts but that's more to do with our workflow.
It can get expensive as you scale up so planning out who and how it gets accessed by is important
What problems is the product solving and how is that benefiting you?
This is our comms tool for the business, we didn't have a service desk before JIRA. It allows our entire business to submit a wide variety of requests and for us to control and prioritise workflow for the team. It's simple to use and intuitive for most people but does require a bit of set up
Reliable, feature rich, and more than you realized.
What do you like best about the product?
Being able to assemble the data I need in different forms and perspectives.
What do you dislike about the product?
Learning curve. Seems to require more than one training for most employees.
What problems is the product solving and how is that benefiting you?
Almost everything we can imagine is tracked. Being able to make quicker decisions.
affordable and easy to configure service desk
What do you like best about the product?
easy to setup and configure
google authentication for agents
google authentication for agents
What do you dislike about the product?
no saml/google authentication support for end users
What problems is the product solving and how is that benefiting you?
managing our on going internal it support and change request needs
Recommendations to others considering the product:
Great as smb service desk and can be use for customer service too.
lack of SAML support for end users is a problem.
lack of SAML support for end users is a problem.
Great service desk solution especially if you are already an Atlassian house
What do you like best about the product?
Being part of the Atlassian product family, it has great integration and synergy with the rest of the product stack. If you are considering using Jira Service Desk, chances are, you are probably using their other products already, and you can't go wrong with it. Atlassian has done a great job to ensure when you are using their products together, you can cover almost every aspect of customer service experience.
Also since it is built on top of Jira, it is able to leverage most, if not all of Jira's powerful and advanced features, and has access to a wide variety of extensions available from third parties.
Also since it is built on top of Jira, it is able to leverage most, if not all of Jira's powerful and advanced features, and has access to a wide variety of extensions available from third parties.
What do you dislike about the product?
Not as extensible as Jira, although this may not be an issue if the out of box UI is sufficient for your use case. For people that are not familiar with Jira, it can have a bit of a learning curve. Some expected features such as online chat and knowledge base require you to use other Atlassian products, while other alternatives have them "built-in".
What problems is the product solving and how is that benefiting you?
Provide an online customer service portal for customers
Knowledge base with FAQ and common questions for customer self-service
Knowledge base with FAQ and common questions for customer self-service
Recommendations to others considering the product:
Great service desk product if you are using other Atlassian products too, such as Jira for issue tracking/project management, Confluence for documentation. Service desk will integrate really well with all these applications and give you are very comprehensive experience, from customer to support to engineering to management.
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