Jira Service Management
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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.
JIRA for our Agile Delivery Projects
What do you like best about the product?
Creating Tasks, Managing the tasks, Logging Issue, Log status of issues
Project Status
Project Status
What do you dislike about the product?
More graphical representation are required. Closed issue are not easy to find.
Too many emails for every updates.
Too many emails for every updates.
What problems is the product solving and how is that benefiting you?
Agile Delivery Approach
Perfect tool
What do you like best about the product?
Great tool for bug life cycle and ease of use
What do you dislike about the product?
Still the team need to improve the interface
What problems is the product solving and how is that benefiting you?
Bug monitoring
JIRA Service Desk
What do you like best about the product?
We are able to have a service desk for each team, that allows feature submissions and product bugs to be raised. I love that it acts as a ticket history, keeping everything neatly filed away for a rainy day.
What do you dislike about the product?
I would say that like most of JIRA, it isn't the most visually appealing. While things are customizable to an extent, it certainly doesn't match the rest of our companies internal tooling from a visual standpoint. That can make switching over to it a bit painful on the eyes.
What problems is the product solving and how is that benefiting you?
Being able to keep a running record of service tickets, project management, and an outlet for feedback.
Recommendations to others considering the product:
If you need a running record of ticketing I think that JIRA Service Desk could be a solid option.
Good ticketing system
What do you like best about the product?
I use JIRA primarily for submitting tickets. It is effective and does the job well.
What do you dislike about the product?
In the manner in which I use JIRA, I do not have any complaints.
What problems is the product solving and how is that benefiting you?
JIRA makes ticket tracking and resolution simple.
Solid product for our ticketing and project management
What do you like best about the product?
We are using JIRA as our primary internal ticketing system and project tracker. It's been very solid and has been wonderful for keeping my team and I on track for issue resolution and project completion. The chaos has been kept to a minimum.
What do you dislike about the product?
The configuration portion can be a bit tedious. Auto Session Timeout is frustrating.
What problems is the product solving and how is that benefiting you?
We've been able to hit SLA's better having this product as our tool. Keeping our team organized with this software has even improved productivity.
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