Jira Service Management
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SIEM Integration & SOC Incident Ticketing
What do you like best about the product?
I like Jira for integration and automation in the SOC incident ticketing process. We use Jira Service Management in the SOC incident ticket creating process, where we use automation for creating the tickets. The integration works in such a way that when the suspicious SOC alerts are escalated to the customer through email, the Jira request would be created automatically, which is notified and accessible to the customer and SOC team members.
What do you dislike about the product?
Jira is not specific for security platforms, so we have to build from scratch and there is no built-in support for CVE Correlation, TI feeds, etc.
What problems is the product solving and how is that benefiting you?
Jira Service management's capabilities, such as integration with tools like splunk, automation and flexibility for SOC incident handling and SLA tracking and escalations, benefit my team a lot.
Must try services
What do you like best about the product?
The features they provide to manage my tickets
What do you dislike about the product?
Till now I haven't felt any dislike regarding it
What problems is the product solving and how is that benefiting you?
Managing tickets
efficient tool for vulnerability tracking
What do you like best about the product?
Jira helps us effectively manage, assign, and track vulnerability remediation tasks discovered during penetration tests. It allows us to create detailed tickets, link them to reports, and directly assign them to developers. This workflow makes the process smooth.
What do you dislike about the product?
The user interface is quite complex to understand when I am new to Jira.
What problems is the product solving and how is that benefiting you?
Tracking and fixing vulnerabilities found during penetration tests is made easier with Jira Service Management.
Jira Service Management streamlines our IT support with intuitive workflows
What do you like best about the product?
Jira Service Management has streamlined our IT support, making request tracking and resolution effortless for both agents and end users. Seamless integrations, smart automation, and customizable workflows keep processes efficient and adaptable. Insightful reporting ensures SLA compliance and tracks team performance with ease. While setup can be a bit complex and performance may dip with very large datasets, the platform remains reliable, powerful, and well-suited for modern service management needs.
What do you dislike about the product?
Initial setup can be time-consuming and complex, especially for new administrators. Performance sometimes slows when handling very large datasets. Certain advanced configurations require a learning curve, and the interface, while intuitive overall, can feel cluttered when many plugins or custom fields are in use.
What problems is the product solving and how is that benefiting you?
Jira Service Management has centralized our IT support into a single, efficient platform. Requests are logged, tracked, and resolved faster, thanks to its intuitive workflows and powerful automation that cut down repetitive tasks. Seamless integrations keep teams connected, while real-time reporting and SLA tracking boost accountability and performance. The result is quicker resolutions, happier users, and a more productive support team.
Jira Service Management
What do you like best about the product?
Self-service portal for users to submit requests and find help
Automated workflows to streamline ticket resolution
SLA tracking and reporting
Automated workflows to streamline ticket resolution
SLA tracking and reporting
What do you dislike about the product?
Steep learning curve, especially for new users or admins.
Customizing workflows, permissions, and automation rules can be time-consuming
Customizing workflows, permissions, and automation rules can be time-consuming
What problems is the product solving and how is that benefiting you?
Agile project management (supports Scrum, Kanban, or hybrid workflows)
Issue tracking (bugs, tasks, stories, epics)
Sprint planning and release tracking
Integration with tools like Git, Bitbucket, and CI/CD pipeline
Issue tracking (bugs, tasks, stories, epics)
Sprint planning and release tracking
Integration with tools like Git, Bitbucket, and CI/CD pipeline
Time saver tool
What do you like best about the product?
I would say this gave me credibility and helped me track my day to day tasks as an Account Executive.
What do you dislike about the product?
At fast it takes some time to adapt to the usage but its normal.
What problems is the product solving and how is that benefiting you?
It is very useful for me to raise a ticket to the cross functional teams to resolve my issues as soon as possible.
Jira Service Management for Client Support
What do you like best about the product?
Being able to configure Portals with various different work item types and related forms is essential for supporting users/clients and getting the most from their service request
What do you dislike about the product?
Limitations on the external clients ability to view filters/dashboards that have been configured to display their datasets
What problems is the product solving and how is that benefiting you?
Generation of a range of Helpdesk ticket types, ensuring that end users are able to successfully categorise their request, directing it to the most suitable respondent (i.e. via downstream Jira automations) for speedy responses and quick resolutions to reported issues.
A Powerhouse for Process-Driven Teams, But Not Plug-and-Play JIRA
What do you like best about the product?
1.Integration with Jira software and confluence ensures seamless cooperation between IT and development teams.
2.Workflows and automation can be customised to streamline the service request,incident and change management processes.
3.Robust SLA tracking and reporting help to ensure timely replies and accountability.
4.A user friendly self service portal with knowledge base integration to reduce ticket traffic and support strain.
2.Workflows and automation can be customised to streamline the service request,incident and change management processes.
3.Robust SLA tracking and reporting help to ensure timely replies and accountability.
4.A user friendly self service portal with knowledge base integration to reduce ticket traffic and support strain.
What do you dislike about the product?
1.Complex setup and configuration - The initial setup can be intimidating particularly for teams with no prior Jira expertise.
2.The UI and features may be more difficult for non-technical users to understand.
2.The UI and features may be more difficult for non-technical users to understand.
What problems is the product solving and how is that benefiting you?
Centralised request handling combines IT, HR, and operations service requests into a single platform, eliminating confusion and increasing response efficiency.
Benefit: Teams can spend more time resolving tickets rather than searching them down across systems.
Improved visibility and accountability - With SLAs, queues, and audit logs, it's clear who's working on what and when.
Benefit: Faster resolution times and improved team performance tracking.
Custom workflows for distinct teams allow departments to adjust request and approval flows to their own processes.
Benefit: Improves process compliance and standardisation throughout the organisation.
Benefit: Teams can spend more time resolving tickets rather than searching them down across systems.
Improved visibility and accountability - With SLAs, queues, and audit logs, it's clear who's working on what and when.
Benefit: Faster resolution times and improved team performance tracking.
Custom workflows for distinct teams allow departments to adjust request and approval flows to their own processes.
Benefit: Improves process compliance and standardisation throughout the organisation.
Streamlined and Efficient Ticketing with Jira service Management
What do you like best about the product?
We are utilizing Jira Service Management as our centralized solution, offering a user-friendly and efficient interface for both end-users and support teams. As the Jira Administrator, I have customized templates and dashboards to align with specific client requirements, ensuring a streamlined and professional workflow. The platform enables real-time tracking of ticket statuses and SLA compliance, enhhancing visibility and accountability. Its structured approach has signification improved our service delivery.
What do you dislike about the product?
Honestly, I haven’t encountered any major drawbacks with Jira Service Management so far. It meets all our current requirements and has been functioning smoothly
What problems is the product solving and how is that benefiting you?
Jira Service Management helps us efficiently manage and track IT service requests, incidents, and client queries through a centralized platform. It streamlines communication, ensures accountability, and improves response times through automated workflows and SLA tracking. This has significantly enhanced our team’s productivity and improved overall service quality.
Workflow management software that is extremely customizable
What do you like best about the product?
clear and easy to use, and I can quickly determine whether a work is finished or still in progress. Additionally, it integrates effectively with Jira Software and Confluence, which improve teamwork. Time is saved and less manual labour is required thanks to the automation features. All things considered, it helps us stay organised and reply to enquiries more quickly.
What do you dislike about the product?
Sometimes Jira takes time to open, and it can be a bit hard to understand for new users. Setting up workflows is not easy without help. Also, the mobile app is not as good as the desktop version.
What problems is the product solving and how is that benefiting you?
Jira Service Management helps us keep all support tickets in one place. It makes it easy to give tasks to the right people, check progress, and stay organized. This helps us fix issues faster and saves time.
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