Jira Service Management
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Jira review
What do you like best about the product?
ease of use - very easy to navigate the first time i logged in
What do you dislike about the product?
Tons of email notifications - every time a ticket is updated I receive a notification
What problems is the product solving and how is that benefiting you?
fixing / resolving bugs
Great Service Desk
What do you like best about the product?
Simplicity of the tool, almost the same as main Jira product
What do you dislike about the product?
You most likely will hate Service Desk If you do not like Jira that much
What problems is the product solving and how is that benefiting you?
Service Desk solves support entry point for one of the main infrastructural platform in the company
Recommendations to others considering the product:
Great addition to your Jira in-place
Great Platform
What do you like best about the product?
Easiest way to track tasks, bugs, development effort and lifecycle of issues and enhancements. Highly recommended
What do you dislike about the product?
UI can be a bit boring at times, but still great to use.
What problems is the product solving and how is that benefiting you?
Bugs, enhancements and documentation. It is very easy to track everything that has happened before. I use it as a first measure with triaging bugs
Recommendations to others considering the product:
Great service, easy to administer but needs a certified administrator. Keep the fields clear and concise to not overburden the user with too much to fill in. Summary fields, Reproduction, Customer Impact, Expected are great fields to utilize. Version number and attachments are useful as well.
JIRa Service Desk
What do you like best about the product?
Able to track comments and the parent and child relationships for various parts of the project.
What do you dislike about the product?
When part of a project, I feel I receive too many email notifications. I like to be updated but sometimes too many.
What problems is the product solving and how is that benefiting you?
It project magament - not the right people on the project
Easy to setup basic Helpdesk and Ticketing System
What do you like best about the product?
Very easy to setup. We were up and running in a day. The interface is clean and logical and supports all modern browsers and operating systems. It's fairy extensible and let us configure it to suit our needs.
What do you dislike about the product?
There are definite limitations around routing tickets to other users. For example, if you have a user make a request that needs to be routed to two or more people, it can't be done. This can limit you in cases where you want to have user access requests be handled by ServiceDesk and multiple people are required to process the request.
What problems is the product solving and how is that benefiting you?
We had been using Jira internally to handle bugs and ticketing. ServiceDesk was brought in to help with external customers opening tickets. We have moved all requests from emails into ServiceDesk. This has vastly reduced the number of requests that get lost or mishandled.
Recommendations to others considering the product:
ServiceDesk is a light-weight tool to handling tickets opened up by customers. Initial pricing is very low but can ramp up quickly. Be sure to calculate your growth and budget accordingly.
JIRA Service Desk is a great tool for team organization
What do you like best about the product?
Jira has also become a great way to be organized and keep everyone responsible for their own work. What I like best about JIRA Service Desk is the ability to send tasks to a department or specific individual. The entire team then can see what jobs are currently being worked on. It keeps everyone accountable and in the event that a task is not completed by the deadline, JIRA keeps a record of who the job was assigned to and we can then get to the root of the problem.
What do you dislike about the product?
Jira seems to be part of my company's 'intranet' in which I am unable to access Jira away from my work network. That's not a huge deal, but it would be nice to have the ability to access Jira away from home.
Also, it's not very easy to create a dashboard. I have had some difficulty in creating a dashboard that allows me to monitor the jobs and tasks a specific person or department is working on.
Also, it's not very easy to create a dashboard. I have had some difficulty in creating a dashboard that allows me to monitor the jobs and tasks a specific person or department is working on.
What problems is the product solving and how is that benefiting you?
Jira has been an interesting software. I started using Jira about a year ago while working for an advertising publisher. Jira was introduced to me as a software in which I am able to create a work ticket and assign them to specific teams or individuals. At the moment, I use JIRA to request my account manager to set up a campaign, check inventory levels and troubleshoot issues. I've realized that JIRA is a great tool for a medium/large organization to keep track of important tasks.
Recommendations to others considering the product:
If you have a medium-large organization and require different people and departments to work on parts of a project, JIRA can be a great tool to keep organized and everyone accountable.
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