Jira Service Management
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Complicated and basic
What do you like best about the product?
It can do the job, but there's software out there that can do it easier. However if you want a helpdesk that is integrated with Jira itself, this is one of your only options.
What do you dislike about the product?
Very complicated setup and configuration for something that shouldn't be difficult.
What problems is the product solving and how is that benefiting you?
Gives a helpdesk portal to our users
Excellent platform for ticketing administration
What do you like best about the product?
It is intuitive, very easy to use and the interface is incredible. Simple and effective.
It was used in my previous job to handle updates for bugs tickets and it is used in my current job for something similar.
Jira can be used to organize tasks when using agile methodologies. Their boards are very easy to use and they allow teams to have everything in hand when needed.
It was used in my previous job to handle updates for bugs tickets and it is used in my current job for something similar.
Jira can be used to organize tasks when using agile methodologies. Their boards are very easy to use and they allow teams to have everything in hand when needed.
What do you dislike about the product?
So far I do not dislike any features.
I am very pleased with my company implementing Jira as a tool.
I am very pleased with my company implementing Jira as a tool.
What problems is the product solving and how is that benefiting you?
Organizing and updating tickets.
Handling tickets as a team (several people have simultaneous access to all the information).
Handling tickets as a team (several people have simultaneous access to all the information).
Extremly fast and competent customer support, goes the extra mile
What do you like best about the product?
Fast, competent, responsive. We run one of our production icinga2 hosts on a 32bit platform, but opsgenie only offers a 64bit plugin for icinga2 integration. Customer support was extremely fast with troubleshooting help, then provided a 32bit custom plugin within a day (!). This saved us a ton of time (no host migration necessary). Even better, as a quick workaround we used generic email integration as a second best. Was set up in minutes and works well.
What do you dislike about the product?
pricing if anything (this is the only concern which stops us from scaling up the integration). But you get the value so...
What problems is the product solving and how is that benefiting you?
extremly reliable professional monitoring integration for high visibility and on call-rotation. Getting such great customer support increases our (already high) confidence even more. Peace of mind all around.
Best Agile Management Software
What do you like best about the product?
How tickets can be inserted into Kanban type boards
What do you dislike about the product?
Its a little complex to set up workflows/
What problems is the product solving and how is that benefiting you?
We use this to create tickets and move them through the pipeline to get stuff done. I can easily see where everyone's tasks and projects are in the pipeline to keep track
Effective tool to track your Defects, Issues, Enhancements
What do you like best about the product?
One of the best tickets tracking/monitoring system available today. Stakeholders gets notified when a ticket is opened or modified. There is a provision to attach files also. Staging of enhancement can be customised (such as the drop downs can be customised to your company specific environments). Easily customisable.
What do you dislike about the product?
There is no provision of auto ticket creation such as when a request comes in to email then a ticket should automatically be created. This is one of my requirement but not sure if others also need that. other than this it is wonderful.
What problems is the product solving and how is that benefiting you?
Application issues, defects, enhancements can easily be racked and monitored. All stakeholders are kept up to date with any update on any defect/issue
Recommendations to others considering the product:
Excellent tool to track or Monitor issues/defects and creating service tickets.
Great tie-ins to JIRA Agile and Confluence, clean UI, easy to customize
What do you like best about the product?
It's definitely an accessible software - I particularly appreciated that customization was fairly easy even for non technical resources. It didn't require a system admin nor engineer to make changes - non developers can easily understand the layout, ui, etc.
What do you dislike about the product?
the visual cues and aids are not terribly colorful or robust, the design is simple but it wouldn't hurt to go through a facelift to make it look more modern, dynamic, and interactive.
What problems is the product solving and how is that benefiting you?
Having our clients interface directly in JIRA service desk is a huge win for us - sending them there and enforcing process has been simplified because the JIRA UI is so easy to navigate, and is so user friendly for business teams and marketers.
Recommendations to others considering the product:
Hop on board if you already have atlassian suite products. try it out!
Easy Ticket Generation and Customer Experience
What do you like best about the product?
As someone who used this to submit and check ticket status it was very straight forward in terms of seeing issue progress.
What do you dislike about the product?
The interface can be overwhelming but as long as the implementation team notes what should be affecting your then the status change makes sense.
What problems is the product solving and how is that benefiting you?
Properly prioritize employee issues so that IT can serve the most urgent issues first and track time spent.
Recommendations to others considering the product:
I would say ensuring the user has a good submission process with only the most relevant field options rather than revealing all field options that might be most relevant to the team resolving only.
Great for your help desk
What do you like best about the product?
It has been easy to use JIRA Service Desk, it helps with organization and allows for data to be stored and collected easily and if you have any issues atlassian customer service is very helpful
What do you dislike about the product?
There is a lot to offer but it is not always simple to understand some of the coding you might need to use
What problems is the product solving and how is that benefiting you?
It is being utilized as our help desk ways people contact us with any issues they might have
Solid, but a hassle to mate with Google
What do you like best about the product?
The customization of this product is probably it's best asset. It can be used to monitor almost anything, in multiple layers.
What do you dislike about the product?
For multiple users, it's difficult. Especially if you're using a Google Apps account. Only users from your main domain can log on, making task management difficult if you have multiple different accounts.
What problems is the product solving and how is that benefiting you?
It's been great for tracking bugs in developing software, which has really helped ensure that we're capturing our customers as efficiently as possible.
Recommendations to others considering the product:
If you operate multiple domains, I'd suggest another option unless you feel like migrating your entire workforce to the same one.
Good service, good support.
What do you like best about the product?
OpsGenie has been helpful both with their support during integration and when everyday usage issues arise. Their service is reliable and fills the bill for us.
What do you dislike about the product?
Lots of options -- sometimes confusing. Would love a "vacation" option where I can easily remove someone from all the rotations they're on temporarily.
What problems is the product solving and how is that benefiting you?
Connects to our internal monitoring system and notifies us upon critical alerts.
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