Jira Service Management
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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.
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
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.
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
Essential project management software for our business
What do you like best about the product?
The ability to track open request via the web or mobile. Cloud based version of application is an added bonus.
What do you dislike about the product?
The UI is not very intuitive. It would be nice to have an in application chat service for support related issues.
What problems is the product solving and how is that benefiting you?
Overall we are managing our projects.
Recommendations to others considering the product:
Essential project management software for our business recommended tool
Feature rich but too compliated
What do you like best about the product?
The agile features they've shoehorned in work pretty well once you figure out how to use them
What do you dislike about the product?
Doing anything in this product requires looking up a help document and going through 20 steps. It's so bloated!
What problems is the product solving and how is that benefiting you?
Helps me to maintain my requirements for developing new software, track bugs
Recommendations to others considering the product:
It does a little bit of everything but requires some administrative time. If you don't mind that it can meet your needs. And the price is very competetive!
Good Platform for Managing tickets
What do you like best about the product?
Ease of creating tickets, managing and tracking them efficiently to ensure resolution can be provided in timely manner.
What do you dislike about the product?
Searching for existing resolution to existing ticket can be a challenge if one is not shown for the first time how to do so.
What problems is the product solving and how is that benefiting you?
Managing multiple customer issue, tracking the resolution and having internal discussion. By using JIRA, support team is able to manage customer created tickets, review them, adding comments to the tickets, assigning to other members from other teams, ultimately providing the resolution to customers. Also, management is able to generate simple reports to review the overall tickets raised for specific timeframe.
Recommendations to others considering the product:
An ideal and cost effective solution for managing customer's issues and tracking tickets resolutions, it is suitable for any industry.
JIRA has been a great tool for use across multiple organizations
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.
JIRA
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
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