Jira Service Management
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JIRA's Out-of-the-Box Service Desk
What do you like best about the product?
Easy to set up a ticketing system but can open up features to make it as complex as you need. The software integrates with monday.com for a high level executive overview.
What do you dislike about the product?
The navigation for the general administration is overly complex and confusing. Configuring email alerts are a little tricky to set up as require DNS and firewall configuration.
What problems is the product solving and how is that benefiting you?
Issue tracking with multiple users (both raising issues and resolving issues) was becoming too complex in a single spreadsheet. Having some proper dedicated software had the benefit of tracking time to resolve bugs/defects/new features, severity, priority, grouping and workload. Integrating with our GIT repository and branches also helped manage our overall workflow.
Recommendations to others considering the product:
It is relatively cheap and quick to set this up as a proof of concept.
An almost perfect Solution
What do you like best about the product?
Be able to link tasks, tag team members, mark due dates, priority, status, etc.
What do you dislike about the product?
So far, for Project Management, there isn't a function to give a Weighting Percentage to each task.
What problems is the product solving and how is that benefiting you?
Software Project Management. Is linked to other tools we use, like TeamSupport, in order to have a full automatized schedule.
Recommendations to others considering the product:
Work with Jira's support team to add new features.
Great service management tool!
What do you like best about the product?
I love that this is a Jira product so it makes it really easy to leverage other Jira tools to monitor, track, and follow up on tickets created by clients making coordinating between our CS and Dev department more streamlined.
What do you dislike about the product?
A missing feature that would facilitate using this platform is the ability to create companies and employees in these companies to make it easier to track specific company tickets.
What problems is the product solving and how is that benefiting you?
We are solving two main issues:
- CS team - JSM is helping our CS team from being inundated with calls and emails since clients can go to JSM and create a ticket with issues they face.
- Dev team - JSM helps track pending issues and reduces the need for CS-Dev meetings and interaction, helping everyone be more productive.
- CS team - JSM is helping our CS team from being inundated with calls and emails since clients can go to JSM and create a ticket with issues they face.
- Dev team - JSM helps track pending issues and reduces the need for CS-Dev meetings and interaction, helping everyone be more productive.
Recommendations to others considering the product:
There are many Ticket creation platforms to consider, but if your team already uses Jira, this is a no-brainer.
JIRA is a fantastic produce when tracking development projects.
What do you like best about the product?
l like how you can track all projects, bugs, and issues within this program!
What do you dislike about the product?
When trying to create filters, it can be a bit confusing, but if you're knowledgeable in how to do so, you should be fine!
What problems is the product solving and how is that benefiting you?
Managing tickets and providing solutions to issues.
ITSM solutions for teams of all sizes
What do you like best about the product?
Jira Service Management (JSM) provides both an internal and customer facing configuration that can be split and individualized with as many different users and configurations that you want.
What do you dislike about the product?
It can be overwhelming to set up a basic business. If you have multiple teams and customer groups, then the complex schemes are a dream. But if you only need to set up a portal for your customers to report problems, there are a lot of extras you need to wade through.
What problems is the product solving and how is that benefiting you?
We are now able to route our customer requests to different service teams and provide some deflection using a knowledge base. It also gives us the necessary reports and metrics to improve our service teams.
Submitting IT tickets
What do you like best about the product?
The usability of the product is the best part. It's super easy to use and submit an IT ticket of any sort. At other companies, they have different tools, and it's super difficult to access. This is a link that works with a central login and is just super user-friendly.
What do you dislike about the product?
not too much. It could be a bit more clear on what the chat feature is about since that was throwing some users off in the beginning but that can be adjusted or customized per company using this product.
What problems is the product solving and how is that benefiting you?
This tool is used for submitting tickets, of all sorts from Oracle management/questions to receiving some hardware for our daily usage.
One of the good issue tracking and work management tool
What do you like best about the product?
It is flexible to work with.
It can be integrated with any tool using the API and automate the ticketing process.
also present in clod for proper operation and maintenance
It can be integrated with any tool using the API and automate the ticketing process.
also present in clod for proper operation and maintenance
What do you dislike about the product?
I don't have any dislikes. It is one of the finest tools I have ever seen.
What problems is the product solving and how is that benefiting you?
One of the finest ticketing tool with multiple tool integrations
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.
Best tool for full project management
What do you like best about the product?
Easy to categorize issues, requeats with changes by organizing and priotizing these requests.
What do you dislike about the product?
Some problems generates usually after updates which take some time to solve otherwise work fine.
What problems is the product solving and how is that benefiting you?
It is exellent tool to create and manage tickets with download facility in excel format.
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