Jira Service Management
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Essential project management software for our business
What do you like best about the product?
It's a great platform that supports whatever type of PM you want to use but is best suited for us in Agile and SCRUM. We don;t use all of the features as this platform is a beast but it keeps us on track with all our projects, sprints and tasks. Integrates with all the things you would expect, definitely essential to our development cycle
What do you dislike about the product?
The UI is sometimes a bit annoying, editing tasks can be a bit of a nightmare because you have to do it from specific places, sometimes not intuitively.
We work in publishing so not a true software development environment so as things come in we have to deal with them, as a result we've had to give up on using things like burn charts but that's more to do with our workflow.
It can get expensive as you scale up so planning out who and how it gets accessed by is important
We work in publishing so not a true software development environment so as things come in we have to deal with them, as a result we've had to give up on using things like burn charts but that's more to do with our workflow.
It can get expensive as you scale up so planning out who and how it gets accessed by is important
What problems is the product solving and how is that benefiting you?
This is our comms tool for the business, we didn't have a service desk before JIRA. It allows our entire business to submit a wide variety of requests and for us to control and prioritise workflow for the team. It's simple to use and intuitive for most people but does require a bit of set up
Good service, but bad website interface
What do you like best about the product?
The flexibility to configure on-duty schedule.
The remote calendar export, so I can see my team's and mine on-duty schedule on Google Calendar and Thunderbird (I really really love this feature).
The remote calendar export, so I can see my team's and mine on-duty schedule on Google Calendar and Thunderbird (I really really love this feature).
What do you dislike about the product?
The website interface is buggy and slow.
What problems is the product solving and how is that benefiting you?
We are defining our on-duty schedule rotation with OpsGenie instead of doing it manually.
Using JIRA for app development
What do you like best about the product?
JIRA helped me immensely in creating bug and feature tickets. JIRA makes it easy to keep track of all the created tickets for a specific project, and helps my team and I efficiently solve problems.
What do you dislike about the product?
Integration with other software could use some work.
What problems is the product solving and how is that benefiting you?
Bug fixes, keeping track of consumer bug reports.
Reliable, feature rich, and more than you realized.
What do you like best about the product?
Being able to assemble the data I need in different forms and perspectives.
What do you dislike about the product?
Learning curve. Seems to require more than one training for most employees.
What problems is the product solving and how is that benefiting you?
Almost everything we can imagine is tracked. Being able to make quicker decisions.
affordable and easy to configure service desk
What do you like best about the product?
easy to setup and configure
google authentication for agents
google authentication for agents
What do you dislike about the product?
no saml/google authentication support for end users
What problems is the product solving and how is that benefiting you?
managing our on going internal it support and change request needs
Recommendations to others considering the product:
Great as smb service desk and can be use for customer service too.
lack of SAML support for end users is a problem.
lack of SAML support for end users is a problem.
Great service desk solution especially if you are already an Atlassian house
What do you like best about the product?
Being part of the Atlassian product family, it has great integration and synergy with the rest of the product stack. If you are considering using Jira Service Desk, chances are, you are probably using their other products already, and you can't go wrong with it. Atlassian has done a great job to ensure when you are using their products together, you can cover almost every aspect of customer service experience.
Also since it is built on top of Jira, it is able to leverage most, if not all of Jira's powerful and advanced features, and has access to a wide variety of extensions available from third parties.
Also since it is built on top of Jira, it is able to leverage most, if not all of Jira's powerful and advanced features, and has access to a wide variety of extensions available from third parties.
What do you dislike about the product?
Not as extensible as Jira, although this may not be an issue if the out of box UI is sufficient for your use case. For people that are not familiar with Jira, it can have a bit of a learning curve. Some expected features such as online chat and knowledge base require you to use other Atlassian products, while other alternatives have them "built-in".
What problems is the product solving and how is that benefiting you?
Provide an online customer service portal for customers
Knowledge base with FAQ and common questions for customer self-service
Knowledge base with FAQ and common questions for customer self-service
Recommendations to others considering the product:
Great service desk product if you are using other Atlassian products too, such as Jira for issue tracking/project management, Confluence for documentation. Service desk will integrate really well with all these applications and give you are very comprehensive experience, from customer to support to engineering to management.
Best in Industry!!
What do you like best about the product?
Quick Bug fixes
less resolution time
Proactive monthly maintenance Notification and other notifications too
Understanding of issue quickly
Overall best till time
Quick hot line support
Admin has good understanding of issue
Also branding support is fantastic. We have cahnges some bradning and support guys helped us to managed this well
less resolution time
Proactive monthly maintenance Notification and other notifications too
Understanding of issue quickly
Overall best till time
Quick hot line support
Admin has good understanding of issue
Also branding support is fantastic. We have cahnges some bradning and support guys helped us to managed this well
What do you dislike about the product?
Mobile application support
Multiple language support and code performance.
We required some changes in product but we did not received satisfactory answer and told us wait for future release
sometimes downtime is more than expected and it is frequent due to more bugs
Multiple language support and code performance.
We required some changes in product but we did not received satisfactory answer and told us wait for future release
sometimes downtime is more than expected and it is frequent due to more bugs
What problems is the product solving and how is that benefiting you?
Overall we are managing our projects in best manner due to JIRA Support.
We are doing tedious jobs which we took almost couple of days now we are delivering in hours.
Compare to other softwares in industry - I think this is awesome online software to avoid Waterfall model.
I was very upset with waterfall model and now this JIRA approach which involves scrum, sprint and customer as well so we can have transparency.
HIGHLY RECOMMENDED !!
We are doing tedious jobs which we took almost couple of days now we are delivering in hours.
Compare to other softwares in industry - I think this is awesome online software to avoid Waterfall model.
I was very upset with waterfall model and now this JIRA approach which involves scrum, sprint and customer as well so we can have transparency.
HIGHLY RECOMMENDED !!
Recommendations to others considering the product:
I would suggests this is best online software till date and you can fully utilize this for your BAU activities and do much better in projects handling and for customer satisfaction.
Very comprehensive alerts tool
What do you like best about the product?
Besides the basic email integration, which the basic service, there are API presets for hundreds of system, which makes it really suitable to anyone.
What do you dislike about the product?
Search engine could be better, it's difficult to use because plain text search doesn't go too deep into alerts.
What problems is the product solving and how is that benefiting you?
Alerts for 24x7 services are easier through OpsGenie as it reaches all devices.
Jira Service Desk Review
What do you like best about the product?
The integration of our Jira development tickets and Support tickets makes allot of sense, I now can receive a customer ticket and I no longer have to create a second ticket that re-itterates everything that the customer review has just told me to a developer. It's going to save me a tonne of time.
We also do not currently have a customer knowledge base, but as this Jira includes it in the base platform, I am looking forward to uploading all the documents relating to installation and product capabilities, that will hopefully cut down my work load.
We also do not currently have a customer knowledge base, but as this Jira includes it in the base platform, I am looking forward to uploading all the documents relating to installation and product capabilities, that will hopefully cut down my work load.
What do you dislike about the product?
I wish that they provided the full automation tool with the main platform, I would wiote like (and I can find it in most other support desk tools) to be able to group customers by their email addresses, i.e. all the people with "@gmail.com" would belong in a single group that could se each others ticket. There is a tool that can do a workaround in Jira, but to activate it costs another $10 per month.
What problems is the product solving and how is that benefiting you?
We are moving from Zendesk which is $99pm per user, to Jira which is looking to be about $30pm flatrate for us, saving us (as a small company) a huge amount.
Recommendations to others considering the product:
Jira is missing a bunch of features at the moment, ut it does have a very active userbase and forum that people are able to launch tickets at, and to their credit, it appears that they actually do respond and consider most of the requests given
Great tool for project management
What do you like best about the product?
the ability to prioritize projects and assign them to different team members.
What do you dislike about the product?
Feels a little cold in comparison to other PM systems like Asana.
What problems is the product solving and how is that benefiting you?
Prioritization and allocating work to different team members. It really helps get input from other team members on projects that require multiple eyes on a project. Limits having 50 meetings to answer simple questions while a project goes through it's phases.
Recommendations to others considering the product:
If you have a large team or even a remote team, this is a very useful tool to help project manage. It's pretty easy to use if you want something basic OR can be a little more complex if you are a bigger company and need to get into bugs, etc. Overall, it's a helpful tool that can definitely assist you and your team.
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