Jira Service Management
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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.
Very comprehensive alerts tool
What do you like best about the product?
Besides the basic email integration, which the basic service, there are API presets for hundreds of system, which makes it really suitable to anyone.
What do you dislike about the product?
Search engine could be better, it's difficult to use because plain text search doesn't go too deep into alerts.
What problems is the product solving and how is that benefiting you?
Alerts for 24x7 services are easier through OpsGenie as it reaches all devices.
Great tool for project management
What do you like best about the product?
the ability to prioritize projects and assign them to different team members.
What do you dislike about the product?
Feels a little cold in comparison to other PM systems like Asana.
What problems is the product solving and how is that benefiting you?
Prioritization and allocating work to different team members. It really helps get input from other team members on projects that require multiple eyes on a project. Limits having 50 meetings to answer simple questions while a project goes through it's phases.
Recommendations to others considering the product:
If you have a large team or even a remote team, this is a very useful tool to help project manage. It's pretty easy to use if you want something basic OR can be a little more complex if you are a bigger company and need to get into bugs, etc. Overall, it's a helpful tool that can definitely assist you and your team.
Simply affordable service desk software
What do you like best about the product?
Jira service desk has awesome features for creating and managing project dashboards, issues, progress and wiki information pages. Can also manage calendars for team in Jira. The integration with Github is tight and useful. Any new update to Github repo gets immediately reflected in Jira.
What do you dislike about the product?
The UI can be confusing and hard to understand for new users. If proper documentation is provided and UI is made more intuitive it would make Jira service desk best tool for project management.
What problems is the product solving and how is that benefiting you?
Tracking Project status
Recommendations to others considering the product:
Best tool for Project Management
Simplicity at it's Best
What do you like best about the product?
My favorite thing about JIRA is how simple and clean the website is. You get exactly what you want every time.
What do you dislike about the product?
Sometimes the "What do you need help with?" search bar is not the most accurate, typically I will click through the menus to get what I need.
What problems is the product solving and how is that benefiting you?
Using JIRA has allowed my company inter-department communication through a very large merger. Using JIRA has allowed the app developers to create a custom experience to fit the needs of every department.
Recommendations to others considering the product:
JIRA is a very simple service desk application. You should definitely take this into consideration if you require more complex programs and features.
Well rounded product
What do you like best about the product?
Like the seamless nature of the tool between web and mobile UI. Very configurable for routing, scheduling, rules etc
Love the integrations with other platforms too - we use a lot of them.
Love the integrations with other platforms too - we use a lot of them.
What do you dislike about the product?
Nothing specific to report here aside from perhaps the fact that it is a bit of a learning curve to tune some of the queries to get exactly what we need on the Alerts screen.
What problems is the product solving and how is that benefiting you?
Getting the burning issues to the right team members to address. We have been able to filter the noise out and only get what is really valuable alerting.
The ability to use this to manage our on-call capability has been great.
The ability to use this to manage our on-call capability has been great.
Recommendations to others considering the product:
Ensure that the current platforms you are invested in play nice with their integrations to OpsGenie so that you dont invest in a platform that requires lots of custom work.
Look to limit it to the bare minimum of staff to avoid the license costs for users who will only look at the tool occasionally.
Look to limit it to the bare minimum of staff to avoid the license costs for users who will only look at the tool occasionally.
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