Jira Service Management
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Very powerfull alarm system
What do you like best about the product?
All the integration posibilities and different alarm communications methods
What do you dislike about the product?
sometimes the phone calls do not accept the actions through phone number keyboard
What problems is the product solving and how is that benefiting you?
I'm completely aware of my infrastructure state
Recommendations to others considering the product:
Validate the alarm configuration and check the configured alarms a couple of times per year
JIRA Service Desk is Affordable and Scalable
What do you like best about the product?
Atlassian's business model keeps prices low. JIRA Service Desk is no exception. We switched from our old service desk and saved over 70%.
What do you dislike about the product?
There's certainly a learning curve. The new web UI for Atlassian products takes a while to get used to. It could use more visual customizations and feature adds, such as unread reply flags, etc.
What problems is the product solving and how is that benefiting you?
We're meeting the needs of our end users on a simpler, cleaner, and much more affordable cost basis. Savings of 70% mean we can do more with less.
Recommendations to others considering the product:
The real value in using JIRA is the 3rd party add-ons that are available. Utilizing these simple but powerful add-ons is affordable, too.
Easy integration of the application and helpful for management activities
What do you like best about the product?
The interface is very friendly and elaborative, the application features along with integration of Jira software are quite extended and more than enough for quicker and reliable update and management of issues and activities of the organization.
What do you dislike about the product?
The integration was easier but the vendor support was not up to the mark during initial implementation, though the service desk features IT support to be collaborating with Jira issues, but the monitoring of the tasks had to be done by individual management responsible person.
What problems is the product solving and how is that benefiting you?
With this application along with Jira out team use to collaborate and manage issues and bugs of the application and new project tasks, the ease of application proved to be productive for timely completion of the tasks required.
Recommendations to others considering the product:
The application helps in an effective way for proper management and issues handling activities, the reporting interface is also very flexible and understanding for the managing authorities.
Great usability
What do you like best about the product?
Mobile app is very handy. Also alert rules ar every flexible to set up.
What do you dislike about the product?
hard to say - not sure what to write here
What problems is the product solving and how is that benefiting you?
Being notified about issues with hard/software in time and being able to take an action.
Recommendations to others considering the product:
it is very flexible and easy to use/set up alert hub system
Opgenie Review
What do you like best about the product?
Opsgenie is a great tool. We not only enjoy using it for monitoring but the ease of integration, On-call call out, Alert description features give us end to end solution for our daily workload. We love the way one can work on automating a lot of things right from the moment an alert is created.
What do you dislike about the product?
A feedback for this can be given by automation as those guys worked on the integration. So far I am happy the product and feel the only opportunity area will be that at times it misses out to call the right people. This could be because of integration or on-call schedule not right. Another thing I can think to be worked out on is the MTTR data.
What problems is the product solving and how is that benefiting you?
We have a couple of 3rd party tools directing our alerts on various severity to Opsgenie. This helps us to utilize it as a one-stop solution which includes monitoring, incident management and reporting the MTTR.
Overall a good experience, a better one than before-OpsGenie
What do you like best about the product?
The fact that you can integrate a lot of monitoring tools into a single tool. Also the Marid integration can help a lot if properly configured. The integrations with Google Chat, JIRA and so on are nice to have as well.
What do you dislike about the product?
At this point I don't see any downside to using OpsGenie, but since this relays a lot on the API calls, this could be a difficult to use in an isolated environment (with no internet access).
What problems is the product solving and how is that benefiting you?
We are monitoring multiple systems, with multiple monitoring tools. Before using OpSgenie, we needed to check every single one of them for alerts and so on, but since we are using OpsGenie, we have all the alerts in one place.
Since we are more employees in the team, the scheduler and the fact that you can override the on-call shift for one a limited time is super useful.
We also use this to receive e-mails from different customers and assign these tickets to someone in the team. You can also integrate this with application/ scripts since it has API integration as well.
If you need to receive phone calls, you can also route them through OpsGenie. This gives you the option to answer a call directly from the browser, have a history of who called and when and also they can leave voice mails that you can listen to directly from the browser / mobile application.
Since we are more employees in the team, the scheduler and the fact that you can override the on-call shift for one a limited time is super useful.
We also use this to receive e-mails from different customers and assign these tickets to someone in the team. You can also integrate this with application/ scripts since it has API integration as well.
If you need to receive phone calls, you can also route them through OpsGenie. This gives you the option to answer a call directly from the browser, have a history of who called and when and also they can leave voice mails that you can listen to directly from the browser / mobile application.
Recommendations to others considering the product:
You should consider this if you are part of a larger team which uses different tools to monitor infrastructure or applications
Simply put, it does the job!
What do you like best about the product?
Love the scheduling, you can easily maintain team schedules and swap rotations. It keeps track of everything for you. Tells you when your rotation starts and ends, dynamic escalations, very flexible.
What do you dislike about the product?
While you do get a lot of additional features, many aren't ones we would use and the price jump to go up to the next tier is a bit steep.
What problems is the product solving and how is that benefiting you?
Great tool for Incident Alerting and on-call scheduling.
Once configured it takes care of itself :)
Once configured it takes care of itself :)
Recommendations to others considering the product:
Simple, powerful, works well!
Does what it should
What do you like best about the product?
It works and you don't have to hand over a pager anymore
What do you dislike about the product?
the Rotaition is always fixed so you cant plan a rotaition without using overrides.
What problems is the product solving and how is that benefiting you?
We are alarmed if there is a Problem with our live system.
Recommendations to others considering the product:
Just try it. I does exactly what it should.
Jira Service Desk
What do you like best about the product?
I love that I can link cases between service desk and jira
What do you dislike about the product?
I don't find it user friendly (to the average joe)
What problems is the product solving and how is that benefiting you?
Our customer support emails come through Jira Service Desk and we are able to document, respond, assign to other departments and link with known issues.
Recommendations to others considering the product:
This would be a great fit if you are using Jira. If you have someone who knows Jira well they would be excellent to set up your Jira Service Desk. I find that our users that are well versed in Jira have no trouble with Service Desk. New users don't find it as user friendly or intuitive.
Jira Service Desk
What do you like best about the product?
Jira Service Desk is pretty easy to customize for your environment.
What do you dislike about the product?
Jira Service Desk doesn’t appear to have any good asset management integrations. It’s expensive to get AD integration so my users can access the self service portal.
What problems is the product solving and how is that benefiting you?
Jira Service Desk allowed me to get a working IT ticketing system rolling fairly quickly.
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