Jira Service Management
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Jira a management service desk
What do you like best about the product?
It is easy to use. Lots of perks like being able to manage the team easily and see many features that the team is working on clearly.
What do you dislike about the product?
I dislike how hard it is to try to efficiently prioritize the stories. Some other tools have done a better job with this such as pivotal tracker
What problems is the product solving and how is that benefiting you?
To try to do better customer management through IT service management. I realized Jira is nicely color coded and makes management very easy and clear to see and use for both technical and non-technical members.
Recommendations to others considering the product:
Try pivotal tracker as well to see what may be a better fit for you. Definitely use it for some time with a project.
JIRA can be very Usefull
What do you like best about the product?
A robust amount of reporting, dashboards, customizations. It provides a level visibility into tasks that much other help or support desks do not.
What do you dislike about the product?
Geared towards highly technical users who want to learn JQL. With large organizations, such as mine, it becomes overwhelming when not maintained properly. Old projects and categories not removed can create a usability nightmare.
What problems is the product solving and how is that benefiting you?
Creating tasks workflows, Using it to provide visability to business requests and break them down into types for reporting purposes
Easy to Use On Call Management At A Great Price
What do you like best about the product?
I like all of the out of the box integrations that work with other products without much configuration.
What do you dislike about the product?
I struggled to find something I actually don't like. My biggest complaint is their alerting can come from a huge range of telephone numbers, so making OpsGenie was difficult until I found a vCard they provide with all contact numbers.
What problems is the product solving and how is that benefiting you?
We needed a solution to manage our on call scheduling and routing of alerts to the appropriate person. OpsGenie solved both problems easily.
Recommendations to others considering the product:
I'd recommend starting out in one of the lower priced tiers, if not the free one. The plans pack in a lot of features and you might not need all of the bells and whistles available.
Great service
What do you like best about the product?
I like how they email you when someone has responded
What do you dislike about the product?
I am not a fan of the fact that I can't forward the support tickets as email
What problems is the product solving and how is that benefiting you?
Support tickets
Jira Service Desk Review
What do you like best about the product?
The easy way to track and keep up on customers information of services provided. All information is found in one are which makes everything much easier and quicker.
What do you dislike about the product?
So far I like everything about the Jira Service Desk.
What problems is the product solving and how is that benefiting you?
Tracking customers information. Makes following up with customer much easier.
Review of Jira
What do you like best about the product?
Pros:
- It's a great collaboration tool in terms of issue tracking
- Collaboration between different accounts / integrations is easy
- At my work we can easily use 2FA with Jira
- It's a great collaboration tool in terms of issue tracking
- Collaboration between different accounts / integrations is easy
- At my work we can easily use 2FA with Jira
What do you dislike about the product?
Cons:
- Slow and cumbersome sometimes
- I'd enjoy a more simplified / modern interface
- Slow and cumbersome sometimes
- I'd enjoy a more simplified / modern interface
What problems is the product solving and how is that benefiting you?
We solve tracking issues and team collaboration with Jira. It helps in terms of tracking current internal and open source projects.
Recommendations to others considering the product:
Look at alternatives, but if you're in an enterprise I'd suggest Jira
Clean Navigation and Smooth Transitions
What do you like best about the product?
JIRA Service Desk has given us a help desk that can be used across all departments. It is flexible, allowing us to create fields it doesn't have by default and share them across projects. SLAs are simple to create and the overall design allows for easy navigation. Plus if a feature is not natively available, an add on can usually be purchased. It integrates with other systems so that we don't have to enter the same information in two locations.
What do you dislike about the product?
Reporting is good but limited. For example, I cannot have a report send to my executive team on a schedule. Only a saved search can do that and it doesn't show any charts or graphs to help with trends.
What problems is the product solving and how is that benefiting you?
The most interesting use is that our Ops team uses it for logistics.
Decent but cluncky
What do you like best about the product?
Many different departments can use it for many purposes
What do you dislike about the product?
Super cluncky. Just not intuitive. Hard to find old documents
What problems is the product solving and how is that benefiting you?
Reporting concerns. Easy to track what needs to be done
Easy to Use, Hard to Get Buy In
What do you like best about the product?
It is very easy to scale to receive requests throughout the company for changes, bugs, etc., and manage them among the project team implementing the change.
What do you dislike about the product?
The email features can get a bit much, and some users don't respond to the emails because of the quantity sent
What problems is the product solving and how is that benefiting you?
Change requests
Recommendations to others considering the product:
More compatibility with emails and prioritization levels
Incidents Organized for Remediation
What do you like best about the product?
The Jira Service Desk allows for organization of incident and change management tickets to be organized in to projects for reference. Along with the projects and tags, searching for and referencing tickets is very easy.
What do you dislike about the product?
When cloning tickets, the assignee is carried. Then, an administrator is required to change the assignee.
What problems is the product solving and how is that benefiting you?
The requirement of being able to create central location for incident and change management tracking was realized.
Recommendations to others considering the product:
Examine the online trial in parallel to you current issue management system and organize the issue within projects to make reference and tracking much easier.
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