Jira Service Management
AtlassianExternal reviews
945 reviews
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Time saver tool
What do you like best about the product?
I would say this gave me credibility and helped me track my day to day tasks as an Account Executive.
What do you dislike about the product?
At fast it takes some time to adapt to the usage but its normal.
What problems is the product solving and how is that benefiting you?
It is very useful for me to raise a ticket to the cross functional teams to resolve my issues as soon as possible.
A Powerhouse for Process-Driven Teams, But Not Plug-and-Play JIRA
What do you like best about the product?
1.Integration with Jira software and confluence ensures seamless cooperation between IT and development teams.
2.Workflows and automation can be customised to streamline the service request,incident and change management processes.
3.Robust SLA tracking and reporting help to ensure timely replies and accountability.
4.A user friendly self service portal with knowledge base integration to reduce ticket traffic and support strain.
2.Workflows and automation can be customised to streamline the service request,incident and change management processes.
3.Robust SLA tracking and reporting help to ensure timely replies and accountability.
4.A user friendly self service portal with knowledge base integration to reduce ticket traffic and support strain.
What do you dislike about the product?
1.Complex setup and configuration - The initial setup can be intimidating particularly for teams with no prior Jira expertise.
2.The UI and features may be more difficult for non-technical users to understand.
2.The UI and features may be more difficult for non-technical users to understand.
What problems is the product solving and how is that benefiting you?
Centralised request handling combines IT, HR, and operations service requests into a single platform, eliminating confusion and increasing response efficiency.
Benefit: Teams can spend more time resolving tickets rather than searching them down across systems.
Improved visibility and accountability - With SLAs, queues, and audit logs, it's clear who's working on what and when.
Benefit: Faster resolution times and improved team performance tracking.
Custom workflows for distinct teams allow departments to adjust request and approval flows to their own processes.
Benefit: Improves process compliance and standardisation throughout the organisation.
Benefit: Teams can spend more time resolving tickets rather than searching them down across systems.
Improved visibility and accountability - With SLAs, queues, and audit logs, it's clear who's working on what and when.
Benefit: Faster resolution times and improved team performance tracking.
Custom workflows for distinct teams allow departments to adjust request and approval flows to their own processes.
Benefit: Improves process compliance and standardisation throughout the organisation.
Streamlined and Efficient Ticketing with Jira service Management
What do you like best about the product?
We are utilizing Jira Service Management as our centralized solution, offering a user-friendly and efficient interface for both end-users and support teams. As the Jira Administrator, I have customized templates and dashboards to align with specific client requirements, ensuring a streamlined and professional workflow. The platform enables real-time tracking of ticket statuses and SLA compliance, enhhancing visibility and accountability. Its structured approach has signification improved our service delivery.
What do you dislike about the product?
Honestly, I haven’t encountered any major drawbacks with Jira Service Management so far. It meets all our current requirements and has been functioning smoothly
What problems is the product solving and how is that benefiting you?
Jira Service Management helps us efficiently manage and track IT service requests, incidents, and client queries through a centralized platform. It streamlines communication, ensures accountability, and improves response times through automated workflows and SLA tracking. This has significantly enhanced our team’s productivity and improved overall service quality.
Workflow management software that is extremely customizable
What do you like best about the product?
clear and easy to use, and I can quickly determine whether a work is finished or still in progress. Additionally, it integrates effectively with Jira Software and Confluence, which improve teamwork. Time is saved and less manual labour is required thanks to the automation features. All things considered, it helps us stay organised and reply to enquiries more quickly.
What do you dislike about the product?
Sometimes Jira takes time to open, and it can be a bit hard to understand for new users. Setting up workflows is not easy without help. Also, the mobile app is not as good as the desktop version.
What problems is the product solving and how is that benefiting you?
Jira Service Management helps us keep all support tickets in one place. It makes it easy to give tasks to the right people, check progress, and stay organized. This helps us fix issues faster and saves time.
Easy-going Ticketing Tool
What do you like best about the product?
The best about Jira Service Management is that it is easy to use and understand, it was also easy when we tried to implement and integrate the application for our customers. We begin to use the application frequently because of the features it contains, and it makes are ticketing work easy.
What do you dislike about the product?
I wouldn't be able to find a dislike about Jira while using it.
What problems is the product solving and how is that benefiting you?
To track all the ticket and incident that occur in our environment and can be able to view back the resolution whenever we required, which is helping us in tracking as well educating the new user by allowing them to view the previous tickets
Platform for IT service desk
What do you like best about the product?
It is an excellent platform for raising support ticket for IT service team. Corresponding to your ticket we can also create test cases and automate it . This provide seamless help to me until issue gets resolved.
What do you dislike about the product?
In my knowledge I dont have much challenges . Too far its fulfilling my purpose. I feel it will be more challenging to those who do intial setup.
What problems is the product solving and how is that benefiting you?
First of all easy support at one place. I can manage and look the status of my ticket and can reach out accordingly to concern person for help.
What users like
What do you like best about the product?
Seamless integration with Jira Software & Confluence, enabling DevOps, IT, and support teams to collaborate fluidly on incidents and change requests, Highly customizable: workflows, SLAs, automation rules and request types can be tailored to business needs.
What do you dislike about the product?
Initial setup complexity: configuring workflows, permissions, automations can be time-consuming
Steep learning curve, especially for non-technical users or those unfamiliar with Jira’s administration
Steep learning curve, especially for non-technical users or those unfamiliar with Jira’s administration
What problems is the product solving and how is that benefiting you?
incident tracking, service requests. Automated ticket routing, approvals, and notifications significantly reduce manual overhead. Jira Software and Confluence allows support and dev teams to collaborate on bug fixes and root cause analysis seamlessly.
Extremely useful tool, especially for IT and software projects
What do you like best about the product?
It’s extremely useful for managing IT and software development projects. I like how it centralizes requests, tracks issues efficiently, and allows for detailed customization to match project needs.
What do you dislike about the product?
The interface can be overwhelming for new users, but ones you learn it it it easy to handle
What problems is the product solving and how is that benefiting you?
It helps organize and track IT projects, manage incidents, and streamline communication between teams. Keeps everything more structured and transparent.
Reliable platform for managing service requests efficiently
What do you like best about the product?
As an administrator, I find Jira Service Management easy to manage and configure. It allows me to create workflows and automation rules based on our team's needs. Assigning tickets, tracking SLAs, and creating dashboards is simple. It also works well with other Atlassian tools like Confluence. Our IT team is able to resolve issues faster and keep everything organized.
What do you dislike about the product?
Some settings can be confusing for new admins. The interface has many options, which is good, but takes time to learn. Also, a few useful features are not available in the basic plan and need extra payment or plugins.
What problems is the product solving and how is that benefiting you?
Jira Service Management helps us organize and track IT support requests in one place. Earlier, we used to miss or delay some tickets, but now everything is properly recorded and assigned to the right team. It also helps us meet SLAs, track performance, and respond to issues faster. This has improved both team productivity and user satisfaction.
Best ticketing solution out there
What do you like best about the product?
The way everything is organized and how easy it is to set it up.
What do you dislike about the product?
The user interface is a bit clumsy and messy.
What problems is the product solving and how is that benefiting you?
It is used as a liaison between customer support agents and other teams to escalate and resolve issues.
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