Jira Service Management
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Jira is simply better!
What do you like best about the product?
I enjoy the ability to send 1 help ticket to multiple people & departments. The ease of use is very easy; so easy it requires minimum training. Finally I like the ability to add tickets in Jira from email as well as within Microsoft Teams. Jira allows for real time tracking when a help ticket is submitted, so you'll know at what stage someone's help is in in real time.
What do you dislike about the product?
Jira is Web-based only; I'd like to see a desktop app possibly, which wouldn't rely on an internet browser. For me personally I do wish there was a Dark Mode!
What problems is the product solving and how is that benefiting you?
The smoother transitions between workflows as well as multiple departments is great. Jira helps a member of one department compose an email, send it, which can then trigger Jira into action. It helps triage multiple issues to the correct departments, allowing for many people to have visibility on one ticket. Finally, the tracking is amazing. As long as it's used correctly, you can track the status of a help desk ticket in real time
Jira a very helpful tool.
What do you like best about the product?
Jira was a tool which was so user friendly that it used to get integrated easily with other CRM's and was easy to manage tickets.
What do you dislike about the product?
Viewing of tickets was sometimes not so user friendly
What problems is the product solving and how is that benefiting you?
Tickets raised to engineering teams about feature request or something broken within the code. It was easy to track down the progress of the ticket.
JIRA Servicedesk our tool for project documentation
What do you like best about the product?
What I like best in JIRA is that I can create my own Dashboard. I can make my own filters. I can classified the Priority levels of the tickets I am handling.
What do you dislike about the product?
What I can say that I may dislike about JIRA is sometimes it is slow? But other than I didn't notice any other things that I dislike in using JIRA.
What problems is the product solving and how is that benefiting you?
Our clients are using JIRA as well to log their problems. We as servicedesk can easily see those PR tickets raised by our clients. We can easily attend to their concerns since it is visible to us. We can also contact or reach out to the reporter who created the PR ticket by leaving a comment to the PR ticket.
Recommendations to others considering the product:
I recommend JIRA Service Desk to others since this is the best software that you can use for creating a ticket request or raising any concerns. Their is a customer portal that you can log in to for the support team to be able to visibly see the issue you are experiencing.
JIra for the newcomer
What do you like best about the product?
It's great to have all service tickets in one place and you can easily check the status of your service request and add other users.
What do you dislike about the product?
You can't see your question is the automated response
What problems is the product solving and how is that benefiting you?
having all service requests in one portal has helped with timely responses
Amazing Service Desk Tool
What do you like best about the product?
I love how simple it is to assign various tickets to employees. Jira Service Desk gives such a solid and user friendly interface for clients/customers to use! In addition, I like how you can tag tickets to make queues and run reports about the time it takes to resolve various types of ticket requests. This helps tremendously in getting reports created and run.
What do you dislike about the product?
The least helpful thing about Jira Service Desk is the difficulty in creating queues for individual employees to use based upon labels. This is a minor inconvenience and does not detract too much from the overall user experience for Jira Service Desk platform.
What problems is the product solving and how is that benefiting you?
My organization is solving eBook requests, requests for IP Assets and other Digital Operations related tasks. Jira Software creates a smooth queue that is easy to manage large number of service desk personnel.
Recommendations to others considering the product:
I would strongly recommend Jira Service Desk. It is relatively simple to setup and works super smoothly! In addition this software is very snappy and I love the email service. Jira Service Desk will email directly to clients and those that tickets are assigned to with the name of the individual that made the change/comment but they will come from a standardized email address so you are not giving up any employee's work emails.
Everything in one place.
What do you like best about the product?
JIRA provides the best communication between colleagues. Issues and tickets are very easy to manipulate with. This makes great cooperation in our firm. Also JIRA is perfect when it comes to notifications. No useless notifications, just the right ones you need to understand your task. Also never had problem with their servers and everything was running up now. Support isn't bad either , when something was needed support was very quick and resolved our issue through teamviewer as a quick solution so we didn't have to wait for our administrator.
What do you dislike about the product?
The admin needs to set how everyone will use JIRA, this takes time, otherwise, I don't really see anything bad on JIRA. Also filtering tasks is more complicated than I expected, but you can use to it. What I also don't like that much but it's just a useless point is that it automatically logs you out every single day so you have to use also 2FA and login every single day.
What problems is the product solving and how is that benefiting you?
We are solving problems that our customer report in technical field. The benefits of this software are great. Everything is in one place - every ticket has its own comments, images, assigning, epics, dashboards , projects , issues , boards , structures and test and everything we need to recognize what needs to be done first.
Recommendations to others considering the product:
Make one guy setup the whole software, admin is really needed. He should setup it like everyone will understand when they log in to JIRA.
Easily exportable reports. Easy UI. We use it to track requests from 1500+ employees.
What do you like best about the product?
Easy UI for our agents to interact with. Great administrative tool tooling.
What do you dislike about the product?
Over engineered for tracking simpler things sometimes.
What problems is the product solving and how is that benefiting you?
We use it to intake help desk requests, requests for software licenses, hardware, and troubleshooting. We also use it for escalations from agents and tracking things we need to report on externally.
Improving customer support with Jira Service Desk
What do you like best about the product?
I do appreciate the ability to customize service configuration.
What do you dislike about the product?
I would like more tools for presenting trends and performance statistics
What problems is the product solving and how is that benefiting you?
We needed a tool that can allow worldwide staff get see customer service requests and to allow status and updates to be instantaneously seem by the whole team.
Recommendations to others considering the product:
Be sure to involve users and customers when setting up the system and be willing to take advantage of being able to adjust along the way in response to real user experience.
Robust solution, great for ITSM
What do you like best about the product?
The most compelling selling point is that it integrates with other Atlassian products. We were already using Jira and confluence so it was a good fit. Also extremely helpful is that it is divisible into different projects, so it is very useful for different departments. Default reports are useful and well designed. Customizing ticket workflows helped to meet some of our more complex needs. Less important but still a nice to have - the overall interface is clean and modern and definitely is a market leader when it comes to this based on other platforms we've explored. Atlassian forums are a great way to have questions answered.
What do you dislike about the product?
Back end UI could use improvement, such as ticket management (which can be improved by adjusting workflows) and it would be great to be able to use custom URLs. Knowledge base is not included and you have to go with Confluence for this piece.
What problems is the product solving and how is that benefiting you?
Ability to better manage help desk interface and provide a superior level of service to end users as well better manage internal resources when tackling tickets.
A niche tool specifically designed for support
What do you like best about the product?
This part of Jira is a very useful tool to help people that are only interested in getting a solution and need not to deal with Jira intricacies directly. It allows the second line support staff to connect with the customers but to keep i neat, simple, clean and straight. In the mean time the internal layer of third line support can also participate and help with the issues but invisibly to the customer. It is a very customer focused and is a nice addition to the whole umbrella offered by Atlassian
What do you dislike about the product?
It is quite expensive if you need to have several people offering support inbetween teams and it has also a limited amount of functionality available still. It is something that is quite needed but at a cost and it feels that atlassian is promoting its use more and more, but it may end up being too expensive to cause you to find other ways around. Not suitable to connect developers and end users, but also hard to use as a first line support too with integrations possible of other tools.
What problems is the product solving and how is that benefiting you?
It solves problems best when it is a business to business connection and the support provided is done between external teams and internal teams with the service desk inbetween. It helps to segment away the support requests and issues from the development done internally as it is only meant to connect with the Outside from the Inside via the Service desk staff. The portals are the best solutions used for different domains so we made use mostly of these.
Recommendations to others considering the product:
Very useful tool to provide updates to a limited group of users, for instance a partner or a supplier. Not good to be used as a support tool as it becomes costly
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