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Jira Service Management

Atlassian

Reviews from AWS customer

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    Karthik S.

JIRA Service Desk

  • January 22, 2018
  • Review provided by G2

What do you like best about the product?
JIRA Service Desk is very helpful and looks good for JIRA portal. As well this is very helpful in order to resolve when there is an issues in Bamboo. Bitbucket or anything associated with JIRA portal. Good for Devops and onestop shop for all atlassian products. As well good for ticketing in case of any issues like defects or incidents or anything needs to be done for the projects which is Agile in nature.
What do you dislike about the product?
Dislikes are:

1. Performance lag during high usage of business. Since of most of my projects in my company are agile we are seeing huge performance lags during high official timings.
2. License cost is more per user since its an one stop shop.
3. Need separate server since Agile in nature.
What problems is the product solving and how is that benefiting you?
1. Achieved Agile projects in quick turn around since Tickets are created in terms of Agile projects.
2. Smooth movements since Bamboo, Bitbucket are involved.
3. Easy to get the tikets resolved in quick turn around.
Recommendations to others considering the product:
Good one as it is updated in the market. Licensing cost is involved for every user.

    Hospital & Health Care

easy to use and help with managing the issues from customers

  • January 19, 2018
  • Review provided by G2

What do you like best about the product?
Easy to use and helpful for managing issues in between the team
What do you dislike about the product?
more default fields will be helpful, yes they can be customized, but you need to add them yourself
What problems is the product solving and how is that benefiting you?
Serving the customer needs, incident management an building the reports
Recommendations to others considering the product:
great to use within the organization and with customers

    Simon R.

Heavy Jira usage in current role, daily use.

  • January 19, 2018
  • Review provided by G2

What do you like best about the product?
Customizable workflows and the huge array of plugins to support all business needs.
What do you dislike about the product?
Complicated to configure in places. Management of alerts can be complicated. Biggest complaint is "I am receiving too many emails"
What problems is the product solving and how is that benefiting you?
All ongoing work over engineering, PMO, Operations and finance are managed through Jira. Data Analytics around performance are gathered from Jira.
Recommendations to others considering the product:
Make sure you have someone who knows the product to help configure workflows.

    Shelby S.

JIRA has been a great tool for use across multiple organizations

  • January 17, 2018
  • Review provided by G2

What do you like best about the product?
I like the various features that it has, including comments on each item in the system. It makes it easy to ask questions and make comments to the creator. It is very comprehensive and intuitive to use which is helpful for new associates.
What do you dislike about the product?
I dislike that sometimes it is difficult to search for specific things and that sometimes it can run rather slowly. Overall it is a good tool.
What problems is the product solving and how is that benefiting you?
It is a great way to have a large breadth of information on one single source. It connects a lot of aspects of our business together making it easy to analyze information and move forward with the best approach for the client.
Recommendations to others considering the product:
Recommendations would be to make sure all fields of projects and issues are being used accordingly. Having the extra information has been very helpful when others are viewing the information. Also - use the watchers feature, as it is helpful to track issues and gain updates when anything is added, edited or changed.

    Internet

JIRA

  • January 16, 2018
  • Review provided by G2

What do you like best about the product?
can implement into slack and zendesk which is great
What do you dislike about the product?
do not currently have any dislikes from this tool
What problems is the product solving and how is that benefiting you?
managing tickets

    Religious Institutions

Jerry rig JIRA

  • January 16, 2018
  • Review provided by G2

What do you like best about the product?
It works most of the time, interfaces somewhat ok with Confluence
What do you dislike about the product?
Does not follow any standard ticketing workflows established by tools such as Remedy or ServiceNow
What problems is the product solving and how is that benefiting you?
Ticketing, CRM, issue escalation, metrics
Recommendations to others considering the product:
Use a dedicated service desk ticking too instead.

    Tony H.

High performance issue tracking tool

  • January 14, 2018
  • Review provided by G2

What do you like best about the product?
It's high performance and can adapt to various development methodology e.g. Scrum or waterfall. It's the strategic issue tracking tool for my company since 2010. You can track project status easily by using the various built-in widgets to build a dynamic dashboard. JIRA Query Language (JQL) is an easy to use and intuitive query language to help you search for tickets.
What do you dislike about the product?
Over time, the number of required fields for Story have grown and now it takes long time to fill out a Story issue.
What problems is the product solving and how is that benefiting you?
Internal IT project issue tracking. It allows us to track project issues easily with audit trail.
Recommendations to others considering the product:
JIRA is a great agile issue tracking tool if you are already using other Atlassian products e.g. Confluence.

    Research

Does its job reliably

  • January 11, 2018
  • Review provided by G2

What do you like best about the product?
Makes it easy to manage inquiries and has a nice interface. reliable work horse.
What do you dislike about the product?
Could look prettier or combine additional features to increase user experience
What problems is the product solving and how is that benefiting you?
Maintaining in contact with customers, ensuring that requests do not get forgotten or fall through the cracks, demonstrating our commitment

    kiprotich g.

JIRA Service Desk IT SUPPORT

  • January 10, 2018
  • Review provided by G2

What do you like best about the product?
Jira service desk is fast,efficient and user friendly.It is efficient in interdepartmental communication and seeking IT SUPPORT from IT department,data retrieval and access..customer support and response,,email integration and support
What do you dislike about the product?
For its usage you must be online and also the person whom you need help should also be online for its convenient and proper usage,also the person should have Basic knowledge on Information technology.Customer responds purely depends on availability of internet.Another dislike is in case of network interruptions or slow internet connectivity will make JIRA SERVICE DESK to be slow hence affecting overall functionality
What problems is the product solving and how is that benefiting you?
IT SUPPORT PROBLEMS..THE BENEFITS ARE MANY like its saves on time and improves on performance of the organization.Workers can communicate freely.
Recommendations to others considering the product:
Kindly adopt the JIRA service desk for IT SUPPORT and performance improvement in your organization.Jira SERVICE DESK FACILITATES tickets PRIORITIZATION,ROUTING AND NOTIFICATIONS which are essential in any functions of an organization

    Tabetha S.

Powerful Ticketing Support

  • January 09, 2018
  • Review provided by G2

What do you like best about the product?
Ease of use
Ability to keep track of tickets
What do you dislike about the product?
Occasional crash
Tickets don’t always get solved in timely manner.
What problems is the product solving and how is that benefiting you?
Communicating with it and solving employee computer issues.
Everything that we do is on the computer so if one computer system goes down then that stops that particular person from being able to work for the rest of the day so it’s nice to be able to submit a ticket to IT and have it solved within minutes

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