Jira Service Management
AtlassianExternal reviews
937 reviews
from
and
External reviews are not included in the AWS star rating for the product.
I use OpsGenie as a Systems Engineer everyday
What do you like best about the product?
Team based groups, with scheduling timelines and calendars.
What do you dislike about the product?
General alert fatigue, just like with any other monitoring system. Can't live without it and can't stand alerts blowing up notifications when systems go down but let's face it.. it's needed and required.
What problems is the product solving and how is that benefiting you?
Automated "Scheduled" On-call Rotations, Engaged Monitoring, Team Setup, Awesome Integrations as well. Proper teams (such as network engineering or systems engineering teams) can be held responsible for the alerts they acknowledge or miss for that matter. Without OpsGenie I would not get woken up in the middle of the night when i really needed to be. We're also able to maintain complete control without hosting it on-premise as well.
Recommendations to others considering the product:
At least "trial it". It is very feature full and can be as simplified or complex as you make it. The mobile app is also great and offers push notifications. I can get important alerts via email, sms, call, push notification, etc. It is all around a very good product and i would have a hard time telling someone to not at least try it out for their self.
OpsGenie works great for us
What do you like best about the product?
Configurability of alert groups and escalations. We were unable to set up our alerting and escalations in a way that worked for us in PagerDuty. But OpsGenie made it really easy. The Looker integration is awesome too.
What do you dislike about the product?
Sometimes the UI can be a little dense, where the item you're looking for is not where you expect it to be.
What problems is the product solving and how is that benefiting you?
Complex alerting and escalation across all levels of support, security and engineering. OpsGenie has simplified the setup of this, where it's now easy to do what we need.
OpsGenie Transition
What do you like best about the product?
Transition to OpsGenie, which involved setup of several support teams across multiple business units and multiple state and country local numbers was a breeze. As we continue to expand our 24/7 offerings the ability to setup new users, add new schedules and create new integrations is always smooth.
What do you dislike about the product?
Very little to dislike, some feature requests we have brought to OpsGenie's attention they are happy to hear and consider as future additions to product capabilities.
What problems is the product solving and how is that benefiting you?
Our previous 24/7 call provider was physically staffed and riddled with human error and frustrations. Transitioning our customers to OpsGenie was been refreshing as we have gotten nothing but positive feedback on the ability to connect with us quickly no matter the time of day.
Great system. Just a shame we have to use it :)
What do you like best about the product?
Really like the mobile app. Ability to override DND mode on android devices.
What do you dislike about the product?
Microsoft Teams integration is not as good as the slack one. Although that may be more of a limitations of teams.
What problems is the product solving and how is that benefiting you?
General monitoring for our system. It gives alot of insight into the health of our app.
Recommendations to others considering the product:
Much better to implement with android phones than apple ones.
An easy to use and reliable on-call tool.
What do you like best about the product?
I love how easy it is to send alerts and define new ones programatically. De-duplication is also great.
What do you dislike about the product?
I struggle with the UX on mobile sometimes (being unable to find who is going to be on call next and adding future overrides)
What problems is the product solving and how is that benefiting you?
OpsGenie fully supports our on-call rotation and it would've been near impossible to maintain our platform up and running without it.
Great service desk if you're in the Atlassian stack
What do you like best about the product?
Since we use JIRA for asset tracking & project management, it's great to be able to link issues with service desk tickets. When you use confluence, you can also link tickets to help desk articles and have them automatically populate in the portal as suggestions when submitting a ticket.
What do you dislike about the product?
It requires a lot of configuration to setup. There is no customizable URL for the user portal. This is geared towards JIRA experts.
What problems is the product solving and how is that benefiting you?
It is very inexpensive to use JIRA Service desk compared to other service desk offerings. Because it is incredibly customizable, we can get good reporting on issue types.
Recommendations to others considering the product:
Worth a look if you are using JIRA.
great for project management/software development
What do you like best about the product?
It's really easy to keep track of issues. Most of the categories you would want to track or sort by are already pre-populated. It's part of a larger suite of Atlassian products you might use. The autonotifications help with communication between a large, spread-out team.
What do you dislike about the product?
There was a bit of a learning curve...I would say nothing is really intuitive. Once you get into more advanced stuff, like custom fields or managing content, it's even worse. We hit rate limits with the cloud API, which was really annoying. It seems like there should be something to notify/warn you. The search feature is god awful...if you're in a project, generally you want the search to be limited to your project. Wish you could search inside the code repo...I think that feature is in beta.
What problems is the product solving and how is that benefiting you?
Problems coordinating, documenting issues, tracking other information related to those issues, communicating when stuff is completed and/or passing the ball to the next person. This software makes that really easy.
Recommendations to others considering the product:
Try it out first...maybe even get a demo. Figuring out this software on your own is really painful.
JIRA Service Desk
What do you like best about the product?
Ease of use, assigning tasks, changing status
What do you dislike about the product?
The filters are not impressive. It takes a long time to create queries.
What problems is the product solving and how is that benefiting you?
Challenging to learn for some one who has not worked on this before
User-friendly intrface, huge potential
What do you like best about the product?
Its user friendly interface and its customizability
What do you dislike about the product?
It can be unwieldy if too many add-ons are installed
What problems is the product solving and how is that benefiting you?
Putting in requests to IT
Ticketing Tool
What do you like best about the product?
The System Dashboard is very useful for seeing cases that you have created. Also, this tool is super easy to track and comment on.
What do you dislike about the product?
I do not like the search functionality. It is really all over the place. Not always easy to search. Too many filters. The user interface is wonky.
What problems is the product solving and how is that benefiting you?
Submitting IT tickets to Engineering team.
Recommendations to others considering the product:
There is a learning curve but pretty east to utilize.
showing 291 - 300