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Jira Service Management

Atlassian

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    Internet

JIRA Review

  • August 20, 2019
  • Review provided by G2

What do you like best about the product?
Easy ticketing system that's accessible to all teams
What do you dislike about the product?
UI very unattractive and confusing at times to assign to users
What problems is the product solving and how is that benefiting you?
placing in a request when you have computer problems or when there is a Facilities request.
Recommendations to others considering the product:
n/a

    Information Services

Solid and simple ticketing system

  • August 16, 2019
  • Review provided by G2

What do you like best about the product?
Ticketing systems often have so many features it bogs users down or gets confusing. Jira uses simple and effective tools to keep the ticketing process quick and easy
What do you dislike about the product?
I don’t have any issues with jira currently
What problems is the product solving and how is that benefiting you?
We have designed a smooth work flow where issues are pushed from business to first and second level support, as appropriate. It has highlighted how frequently issues arise, how challenging the solution is, and how different IT users are able to help

    Nishanthan M.

Jira, The Service Desk HERO

  • August 15, 2019
  • Review provided by G2

What do you like best about the product?
Easily implement all our project together in jira.

Good looking eye catch-able style with wanted user notifications and controls.
What do you dislike about the product?
Freshers cannot use it if need, have to get familiar with this tool first after that can use.
For that better to improve more understandable UI.
What problems is the product solving and how is that benefiting you?
With the help of this tool easily fixed fixed our client request bugs with the understandable help from customer other wise need to waste time to identify the depth of bug. It help to manage the time according to bug.

    Information Technology and Services

JIRA Service Desk Platform

  • August 14, 2019
  • Review provided by G2

What do you like best about the product?
The JIRA Service Desk is very useful as a Ticketing tool. We can create lots of Reports and dashboard based on the Tickets logged in JIRA. Also we can do a Email Subscription based on the Weekday/Weekends and based on the search criteria and filters. We can Track the SLA(Time To Resolution & Time To First Response) from this tool. This is very much helpful for tracking the daily tickets.
What do you dislike about the product?
Downside is that for exporting the Reports, some fields (Time To Resolution & Time To first Response) Values are not coming under the Excel sheet. But the values are coming in Dashboard but not getting in export excel. Also We cant send the Dashboard as a Email Subscription. For to overcome this issue we need to buy extra add on.
What problems is the product solving and how is that benefiting you?
We are using this tool for the issue type as (Incident, Problem, Service Request, Change Request, Monitoring etc..) and also we have on boarded 39 projects over this tool. and we have prepared the dashboard for Account wise, SLA wise, Issue Type wise. And it is really helpful to show the data as a dashboard to the higher management for the review purpose.

    Semiconductors

Easy tracking of my teams stakeholders

  • August 11, 2019
  • Review provided by G2

What do you like best about the product?
The requests are piled up nice and clean. It's easy to search the various categories of filters like customer type, priority,etc.
What do you dislike about the product?
I wish there was an alternative dashboard for request approvals
What problems is the product solving and how is that benefiting you?
Tracking requests from customera and stakeholders

    Computer Software

Jira isn't fulfilling enough

  • August 08, 2019
  • Review provided by G2

What do you like best about the product?
I enjoy the organization that Jira provides especially when you're able to directly "@" your coworkers to see or work on the project. It's also great that you're able to directly assign projects to coworkers as well. The status update also helps it seem more pending than other projects.
What do you dislike about the product?
I dislike the fact that accomplished or finished goals never go away. I wish they were archived instead of just having a strike-through because it doesn't feel fulfilling and eventually clutters the backlog screen a lot.
What problems is the product solving and how is that benefiting you?
The problems that we are tackling with Jira is project management. As a team within a start-up, we have several goals and issues that we have to tackle every week. Jira helps in the sense that it physically reminds you through email or on the website itself. However, Jira isn't as intuitive as it looks. Visually, Jira is also very cluttered which makes it annoying to see on your home screen often. I wish there was the ability to completely mark the project as complete instead of having it sit on the backlog. The other thing about Jira is the confusing language that it uses to differentiate archive versus current documents/projects. As a creative, I just wished that Jira were more in touch with their visual side.
Recommendations to others considering the product:
I recommend Gira because it does help with our project management. However, I do believe they have a long road ahead of them in terms of User Experience that touches on visual aspects and accessibility.

    Pardeep S.

Workspace distributor or managerial or tracker tool

  • August 08, 2019
  • Review provided by G2

What do you like best about the product?
Assign and divided task within the team and note the work performance and time frame about the given task,store history of task when completed and calculate time about completed task.
What do you dislike about the product?
Complex to understand services for first time, powerful tool and costly licence made it incapable for small team or organisation.
What problems is the product solving and how is that benefiting you?
Distribute task within team made easy to track work performance and manage multiple projects on multiple change's.

    Michael G.

Just the ticket for our small business

  • July 29, 2019
  • Review provided by G2

What do you like best about the product?
Easily integrated with our core Jira projects implementation
Same style, user controls and notifications.
What do you dislike about the product?
I find the Jira side bar navigation a bit clunky but it may just need some work by us since it is so customiseable.
What problems is the product solving and how is that benefiting you?
Great way to split project work from service requests for much better tracking.
Last week we hit our 500th Service Ticket - not bad for a very small business.
Now we can see we give away too much support for a small monthly website management fee and will start charging for tasks that get too big. In some cases 1 hour month allownace is averaging 8 hours per month - a few referrals are not worth that much free time. Jira Service desk will give us the data to give our customers.
Recommendations to others considering the product:
Our customers love the email integration so do set this up.
Customers email webdev@morningstardigital.com.au and the task loads straight into Jira Service Desk and they are updated on status as they go.
They can even set up a login to track all their requests,

    Romullo C.

New way of managing incidents

  • July 09, 2019
  • Review provided by G2

What do you like best about the product?
With this tool, we were able to carry out all the control of incidents and requests of our company quickly and efficiently. We have total control over numbers, targets and SLAs.
What do you dislike about the product?
Removing reports on the platform can be a little painful if the user is not familiarized with other IT platforms. When the query is more complex, you need to go after information and tips in search forums.
What problems is the product solving and how is that benefiting you?
With this platform, we were able to measure our service time, better control our SLA and improve the productivity of our technicians.

    Capital Markets

Good ticketing tool

  • July 08, 2019
  • Review provided by G2

What do you like best about the product?
Good ticketing tool used in IT. We use it primarily
What do you dislike about the product?
Its limited. The knowledge base in this tool is limited
What problems is the product solving and how is that benefiting you?
Create tickets

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