Jira Service Management
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Use as dev work flow
What do you like best about the product?
make easier to mange project, know what other ppl doing currently
know current status of current story
know current status of current story
What do you dislike about the product?
no reason
Sometime it is buggy but mostly jS issue in my opinion, drag and drop is not really correctly working
Sometime it is buggy but mostly jS issue in my opinion, drag and drop is not really correctly working
What problems is the product solving and how is that benefiting you?
track issue, search previous similar issue
Enterprise Service Management and more
What do you like best about the product?
Confluence integration for self help as access to Knowledge articles. Seamless and very user friendly.
What do you dislike about the product?
The pricing (depending on how you use agents) can be high, but still very favorable in comparison to other competing products that cost 150 percent more.
What problems is the product solving and how is that benefiting you?
Using to run a specialised service desk in Dev Ops. SLA engine is helping us keep up our service agreements to our support customers.
Recommendations to others considering the product:
Definitely recommend Confluence for self help to aid deflection and also refined Wiki UI for Jira Service Desk.
Simple to set up and use, ITIL compliant thanks to Asset Management add-ons
What do you like best about the product?
Both setting up, using and modifying a lot of the major Service Desk solutions out there tends to be complex, time consuming and expensive. This is not at all the case with JIRA Service Desk. It comes with easy to manage and powerful SLA setup options out of the box, workflows that enable setting up ITIL compliant processes in less than a day in a production environment and allows linking to JIRA Software, where related development teams can seamlessly integrate and take care of problem management.
The ease of use for both IT team and customers is outstanding. And by integrating with an Asset Management add-on like Insight, it is a complete solution.
Combined with Confluence, the tool also supports a great knowledge base solution.
The ease of use for both IT team and customers is outstanding. And by integrating with an Asset Management add-on like Insight, it is a complete solution.
Combined with Confluence, the tool also supports a great knowledge base solution.
What do you dislike about the product?
JIRA Service Desk is still a young product, launched earlier on as an add-on to JIRA. Certain functions that one would expect to be part of the solution must still be realized with 3rd party add-ons. However, this is rapidly changing and apart from translations, the main gaps are more or less closed as we speak.
What problems is the product solving and how is that benefiting you?
Provide simple and customer friendly IT support, but also customer service.
Recommendations to others considering the product:
Just set up a free trial and experience how easy it is to have it up and running in less than a day.
Easily Track and Resolve Issues with JIRA
What do you like best about the product?
I love the customizable dashboards, which can be layered for maximum efficiency. I can track tickets entered by my team, those I oversee, or simply review the open issues that I'm working on at any given time.
What do you dislike about the product?
This is nitpicky, but I wish I could stylize my dashboard more. While the dashboards are straightforward, I would like to make them more visually appealing. The search feature can also be a little too specific; I'd like to be able to type in the ticket number without the type abbreviation (ie 1840 instead of IMP-1840) and still get matching results.
What problems is the product solving and how is that benefiting you?
Most of my tickets are so that our developers can investigate a clients' integration between our system and their partnered ATS.
Is an amazing product to make great support and maintain order in your company.
What do you like best about the product?
You can create portals that will be use by your customers, is easy to configure and it will automatic create a webpage where your customers can create tickets to handle problems or suggestion they may have. Our customers are also familiarized with the portal and they can review their issues and suggestions at any time.
What do you dislike about the product?
When you want to configure custom fields for your portal, is kind of complicated where to put your field and how to use it, but just the first time.
What problems is the product solving and how is that benefiting you?
Many of our customers where having issues in the product and they were sending to mush emails, whit this tool, all the issues are being created in the portal and the tracking is easier. Also, they can log in in your system with an user and password and review their tickets, status, development, solutions etc.
Recommendations to others considering the product:
It is a very useful software. You can make an order in your company in order to quickly respond to your customers. And your employees will be working well,
Irreplaceable link between our customers and product
What do you like best about the product?
Out-of-the box online portal for customer tickets
Satisfacion feedback when ticket is closed
Automatic user account generation when customers send initial email
Cusomization of SLA reports (per user)
Suggestion of online guide articles when customer types ticket description
Satisfacion feedback when ticket is closed
Automatic user account generation when customers send initial email
Cusomization of SLA reports (per user)
Suggestion of online guide articles when customer types ticket description
What do you dislike about the product?
How notifications work is tricky to understand
When someone opens and email on linked email account, it is not synched with Service Desk
When someone opens and email on linked email account, it is not synched with Service Desk
What problems is the product solving and how is that benefiting you?
We are managing tickets of our customers, follow its statuses and collaborate with our customers.
We monitor SLA compliance - if we are responding in align to our contract with a specific customer.
We get satisfaction rating and comment when ticket is closed.
We monitor SLA compliance - if we are responding in align to our contract with a specific customer.
We get satisfaction rating and comment when ticket is closed.
Recommendations to others considering the product:
No need to search for another tool if you're already using Jira.
Very easy to scale and onboard.
Customer feedback is priceless!
Very easy to scale and onboard.
Customer feedback is priceless!
Awesome, intuitive, and very customizable!
What do you like best about the product?
The service desk is really easy to use. Users don't have any problems submitting or updating their cases. It allows you to customize almost everything. There are a ton of plugins available to add any feature you can think of. Reporting dashboards are incredibly easy to create and share out.
What do you dislike about the product?
I have yet to happen upon something I don't like!
What problems is the product solving and how is that benefiting you?
Allows us to track our service desk cases and monitor SLAs effortlessly.
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