Jira Service Management
AtlassianExternal reviews
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Jira service management as ITSM tool
What do you like best about the product?
1. As it is ITSM tool so it provides most of feature that an Itsm tool should have like SLA, priority etc
2. As it is product of Atlassian it has good integeration with Atlassian and non atlassian tools
3. Integration with Opsgenie makes it more powerful
2. As it is product of Atlassian it has good integeration with Atlassian and non atlassian tools
3. Integration with Opsgenie makes it more powerful
What do you dislike about the product?
1. It is little expensive in comparsion with competitor
2. Jira service manangement has no automation rule on server variant which helps in acheiving more customization
3. Cost is mostly on user basis so for smaller organization it can be expensive
2. Jira service manangement has no automation rule on server variant which helps in acheiving more customization
3. Cost is mostly on user basis so for smaller organization it can be expensive
What problems is the product solving and how is that benefiting you?
1. To integrate monitoring tools with opsgenie and opsgenie with jira service management through that whenver any application down or any issue reported by monitoring tool it will create opsgenie alert through integration with jsm opsgenie alert creates JSM ticket. So better tracking of issue and issue will be fixed as per SLA.
Recommendations to others considering the product:
It is good tool to consider as it has good integration with Atlassian and non atlassian tools
Task management tool - Jira
What do you like best about the product?
Multiple task maintainability is done using this tool.
What do you dislike about the product?
Not much user friendly. A naive user first has to read the user manual then will understand.
What problems is the product solving and how is that benefiting you?
Task management
Decent service desk tool
What do you like best about the product?
I love the ticketing system and that the tickets give users their request summary when they submit a ticket
What do you dislike about the product?
The backend is really complex for no reason. It is really confusing on the back end to set up. Also it would be great to have the ability for separate ticket systems (ie for the software dev team and the IT team)
What problems is the product solving and how is that benefiting you?
Helped solved the need for a ticketing system. No more trying to find requests in slack or email. We can delegate this way.
Jira is a Flexible and Powerful Tool
What do you like best about the product?
I like that Jira Service Desk is so flexible and easy to configure. It has proven to be very robust and meets our need.
What do you dislike about the product?
It was a little difficult to get used to at first. I found myself looking around the site a lot to figure out how to see what I wanted.
What problems is the product solving and how is that benefiting you?
We have solved the problem of tracking service requests.
lot of potential - difficult to customize
What do you like best about the product?
The workflow and ability to collaborate with other users is very helpful
What do you dislike about the product?
making changes to existing workspaces can be challenging. If you are adding additional users to a space and there are people with the same name is hard to figure out which is the correct user.
What problems is the product solving and how is that benefiting you?
tracking work, generating metrics, collaboration across team.s
Recommendations to others considering the product:
get plenty of training
Good functionality with decent learning curve
What do you like best about the product?
It gets everything needed done. It does exactly what it says it does, and was not too harsh of a learning curve.
What do you dislike about the product?
It was confusing to use on the client side since there's too many different names that seem synonymous but aren't.
What problems is the product solving and how is that benefiting you?
Problems: It's difficult to customize and many app integrations do not work.
Benefits: It's relatively easy to share the link and the search function is pretty powerful.
Benefits: It's relatively easy to share the link and the search function is pretty powerful.
Recommendations to others considering the product:
JSD is great for beginning a good service desk, but it doesn't customize well for start-ups wishing to create a personal platform.
Great alerting platform
What do you like best about the product?
One of the things I really like is that there are settings to override my phone's settings so even if I forget the do not disturb mode, I still get my alerts! Also alerts can be easily customized with different sounds for each types of alerts.
What do you dislike about the product?
Honestly there isn't much I dislike from this app, except maybe the alert forwarding options are buried a little deep in the menu structures under "my profile".
What problems is the product solving and how is that benefiting you?
we get low response time when alerts are sent, whether it's a customer request or a monitoring alert everyone gets notified pretty quickly.
Recommendations to others considering the product:
This app is great for managing alerts for support team, I would simply recommend it anytime.
Jira is user-friendly
What do you like best about the product?
It is simple to use, allows multiple department communication, and has large text font
What do you dislike about the product?
The user style licensing can make it difficult for the entire company to get on board
What problems is the product solving and how is that benefiting you?
communication between product, engineering and support is streamlined and housed centrally
Recommendations to others considering the product:
Key members of each department should have atleast read-only access to Jira tickets and updates to prevent lapses in the information cycle.
Great for escalating IT requests
What do you like best about the product?
I like being able to keep a record of all IT requests
What do you dislike about the product?
I dislike the email notifications as I feel they could be better
What problems is the product solving and how is that benefiting you?
Being able to raise issues with the IT Team with ease and get things escalated
Great Product, Needs Configuring
What do you like best about the product?
The cloud instance is smooth and doesn't need to worry about resources
What do you dislike about the product?
Configuring the service desk can be problematic and long winded
What problems is the product solving and how is that benefiting you?
Logging helpdesk tickets and managing workflows
Recommendations to others considering the product:
Give it a go, but be prepared to invest time into the setup
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