Jira Service Management
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Very good ticket management application
What do you like best about the product?
Cost effective
Implementation time is much shorter compared to BMC
Advanced SLA settings
Implementation time is much shorter compared to BMC
Advanced SLA settings
What do you dislike about the product?
Customer service is slow compared to BMC.
BMC is widely used compared to JIRA
BMC is widely used compared to JIRA
What problems is the product solving and how is that benefiting you?
Incident management system implementation
Better than a lot out there...
What do you like best about the product?
I really enjoy how easy it is to take a help desk ticket and move it over to a sprint in case said ticket is a very involved task and requires more time than what's noted in SLA
What do you dislike about the product?
I don't like have you have to click In Progress to mark that you've replied to the customer. Simply assigning it does not stop the SLA counter
What problems is the product solving and how is that benefiting you?
It's helped us a lot with how we manage helpdesk tickets and project
Recommendations to others considering the product:
Give it a shot!
Comprehensive useful tool for those that want to provide a service desk portal to clients.
What do you like best about the product?
The breadth of features and customizability of JIRA Service Desk is excellent. We can taylor fit it to our individual needs, such as adding fields for PO numbers, estimates, labels. It serves as my virtual "dry erase board" of cases and lets me manage where they all stand in the process.
What do you dislike about the product?
There's been times where it hasn't always been easy for our clients to get up and running on JIRA. That, and bringing in others on existing cases isn't always easy. Say we want to bring our developer in on a case, or a client's coworker. Adding them as participants, and being able to reference them in communications so that they get notified, hasn't always worked.
What problems is the product solving and how is that benefiting you?
We work with many different clients on a variety of cases, entailing different files and images and code snippets... these situations can be new sales situations or incident management. JIRA Service Desk serves as a virtual "patient chart' where we can have all participants to a case correspond on it, rather than rely on emails, voicemails, and even texts. We tell clients, "if it's not in JIRA, we have no record of it." All correspondence is noted, all time is tracked, making it the ultimate project management software.
Recommendations to others considering the product:
Make sure that your particular business' needs align with what JIRA Service Desk has to offer. It's very customizable, but with that customizability comes alot of time needed to familiarize yourself with the software and set it up. I definitely wouldn't use it unless you think having a service desk portal for your customers is something you want to offer.
JIRA
What do you like best about the product?
Ease of use and can be customized for our needs.
What do you dislike about the product?
User interface is little plain and some users want little different.
What problems is the product solving and how is that benefiting you?
Incidents and change orders.
Good experience
What do you like best about the product?
Customizable to handle customer
Needs and specific workflow.
Needs and specific workflow.
What do you dislike about the product?
You need to customize it to get the most out of it.
What problems is the product solving and how is that benefiting you?
Keeping track of agile workflows
Customizable and clean looking.
What do you like best about the product?
Easy to use and log time. Can track larger projects and the sub tasks within them.
What do you dislike about the product?
Queries are complicated. Could be easier. Automate the queries a bit so they fill in as you type, or give drop downs like in sql.
What problems is the product solving and how is that benefiting you?
We manage all work through the system. Provides reporting capabilities and a centralized communication gateway between internal support and the customer with the ability to distinguish permissions so some comments are viable to customer and others are not.
Currently with the help of jira we can keep record for long time.
What do you like best about the product?
Using jira we can create a ticket depending on department and assign to solving team.its a best way to solve the problem in short time and our manager can review ticket anytime .
What do you dislike about the product?
Jira is costlier as compare to zoho desk.
What problems is the product solving and how is that benefiting you?
just crete a ticket and fill the problem and then assign to solver team which is working on it.With in short time we can solve the problem.
Awesome support and stable product
What do you like best about the product?
- it's a stable product
- well designed product
- support is lightning fast
- enjoying every single day
- well designed product
- support is lightning fast
- enjoying every single day
What do you dislike about the product?
In general so far all looks very good. The only thing we miss is integration with google chat
What problems is the product solving and how is that benefiting you?
It's a core component of our incident management workflow. It decreases time window required to recover from disasters.
JIRA for project management
What do you like best about the product?
I think my favorite feature of JIRA is the ability to create and track time against each individual sub-task and also to clearly see the workflow for approvals, etc.
What do you dislike about the product?
I feel that JIRA is not easy to navigate and search.
What problems is the product solving and how is that benefiting you?
Trackability for projects, status of projects, time tracking and assignment of sub-tasks. We are able to pull reports with time estimates and compare with time spent. This helps us when a new, similar project is coming up to do resource planning.
convenient and cheap
What do you like best about the product?
the 2 most attractive things about Jira Service Desk is a aimless integration to Jira Software as well as pretty cheap rate.
What do you dislike about the product?
this tool is very limited in customization
What problems is the product solving and how is that benefiting you?
keeps track of service requests, and also handles communication with the users
Recommendations to others considering the product:
good for small teams
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