Jira Service Management
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Service Desk is a great tool to track customer feedback
What do you like best about the product?
I love that Service Desk is integrated into our products so that testing is extremely easy for our customers.
What do you dislike about the product?
I wish there was more flexibility with the status of tickets. Screenshots need to work with HTML pages.
What problems is the product solving and how is that benefiting you?
We're trying to make it easier for customers to review their products before releasing it to their employees to use. It's great that it's integrated into our products, captures all the information we need to resolve bugs, and flash screenshots are excellent.
Use it all the time
What do you like best about the product?
I love that it interfaces with the rest of JIRA, which makes it really easy to direct tickets to other people for further examination or tasks. I also love that customers can log in to it and see something different from what we see on the back end, which means that the one piece of software works both internally and externally. There are lots of really helpful fields - it allows us to show our customers the progress on the ticket, comment on the ticket internally, pass the ticket along to someone else internally, and see helpful information like dates, links, and other pieces that are associated with the issue.
What do you dislike about the product?
I've come to dislike fewer things as over time the administrator on my end has tweaked things to help them flow better. I guess I'd love if we could better customize the types of information showing on the customer facing end and make export templates that would export fields in better formats.
What problems is the product solving and how is that benefiting you?
Service Desk allows our customers to submit issues and us to address them using our existing JIRA platform. This is huge because the two interface pretty seamlessly, which means that less of our work is tedious and redundant. It helps us focus on addressing the actual issues instead of getting bogged down in making two different interfaces fit together.
Recommendations to others considering the product:
Spending the time to set it up correctly & efficiently in the beginning will save users lots of time down the road.
Helpful in filtering customer feeedback
What do you like best about the product?
Service Desk is our main tool for receiving customer feedback. It is absolutely necessary in getting our product ready, and its easy to use even for the most un-tech savvy customer we have. Its incredibly helpful in streamlining our processes.
What do you dislike about the product?
The only issue I have with Service Desk is its inability to capture HTML5 when it captures screenshots. Other than that, it is a fantastic tool.
What problems is the product solving and how is that benefiting you?
This tool makes it significantly easier for customers to submit feedback and questions they have surrounding our products. They can click a button and know its being sent to the right person.
Jira and Salesforce Integration
What do you like best about the product?
Configuration options for workflow are powerful and do not force changes to business process requirements. Jira can adapt to your business process without many or any limitations.
What do you dislike about the product?
It's so configurable sometimes it's difficult to determine how to set it up.
What problems is the product solving and how is that benefiting you?
SaaS user stories for bug/feature tracking. Many to many relationship with customer SFDC cases works really well and helps with our customer notifications for issue tracking/resolution.
Recommendations to others considering the product:
Allow time for training and setup - ensure staff have the resources they need to be successful.
Great little program for any business
What do you like best about the product?
My favorite thing is the prioritization, too many products limit the ability to order your workload.
What do you dislike about the product?
To me it seems a little confusing to use at first, but more than likely it is because of the way our admin has it laid out,
What problems is the product solving and how is that benefiting you?
I am a product analyst, bugs and feature requests are sent through me and I sort them all through this program.
Excellent ticketing software, excellent integration with Atlassian stack, recommended!
What do you like best about the product?
JIRA is an excellent ticketing software that provides great customization and reporting. It is also very well integrated with the entire Confluence stack making the software a breeze to use in environments where Atlassian software is used!
What do you dislike about the product?
The search queries take some getting used to and learning, documentation around this aspect is not very very detailed. Reporting functions always takes a bit of extra effort to setup and customize to ones liking. Specific features within creating tickets also take a bit of extra effort to learn and to use efficiently
What problems is the product solving and how is that benefiting you?
We use JIRA to report development progress as well as issues in our deployment environments. By using JIRA, we are able to integrate software development, deploying issue reporting, debugging, user requests all into one single solution. This leaves very good paper trail that we can always go back to for reference. JIRA is also very easy to start and to use!
Recommendations to others considering the product:
If you are looking at implementing the Atlassian stack, I whole-heartedly recommend you to implement JIRA Service Desk compared to other service desk solutions. Its ease of use, customization and integration with the rest of Atlassian stack is what prompted us to use it!!
Full Featured, but a bit daunting from an Admin perspective.
What do you like best about the product?
Lots of features and many different pricing levels. Very customizable to your needs.
What do you dislike about the product?
Overwhelming on the admin side with many settings and things to tweet.
What problems is the product solving and how is that benefiting you?
Allowed us to streamline ticketing processes, and reduce our SLA times.
Recommendations to others considering the product:
Take time to evaluate whether you need the on-prem version and if you have the resources to do so.
Excellent product to manage Agile project
What do you like best about the product?
Excellent product to manage Agile project
What do you dislike about the product?
Customizing is not great, it really requires efforts to customize workflows etc.
What problems is the product solving and how is that benefiting you?
-
It is easy to track progress of projects
What do you like best about the product?
Get everybody's projects progress. It is easy to track that who is getting the work done faster.
What do you dislike about the product?
nothing as such. I am still truing to explore it more
What problems is the product solving and how is that benefiting you?
I am assigning the projects to myself and being assigned my others. so, I can track that where I am
JIRA Service Desk Review
What do you like best about the product?
The product is pretty ease to use without having to read documentation.
What do you dislike about the product?
Some screens are a little bulky to use and hard to find some things like details of a service case.
What problems is the product solving and how is that benefiting you?
We use it for our Production Change Control.
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