Jira Service Management
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IT Troubleshooting
What do you like best about the product?
Straight forward design and approach makes it's easy to use.
What do you dislike about the product?
Have not really encountered any issues yet.
What problems is the product solving and how is that benefiting you?
We have used this product as a means of project management and troubleshooting with outside IT consultants. It helps to keep requests, tasks, and issues organized without having to dig through Outlook and makes managing your outside consultants much easier. Notifications and alerts work well.
Jira
What do you like best about the product?
Easy to use even if you do not know the product.
What do you dislike about the product?
Visibility into INC needs improvement so all users can see tickets easily and metrics on tickets.
What problems is the product solving and how is that benefiting you?
Service tickets with a vendor. This enables us to track tickets with them.
Recommendations to others considering the product:
Great and easy to use. Not as robust as other products.
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.
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.
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
Forefront of Techincal Support
What do you like best about the product?
Fairly easy to navigate and integration with additional tools (Zendesk for example)
What do you dislike about the product?
New look can be a tad overwhelming for the veterans of the older UX
What problems is the product solving and how is that benefiting you?
We utilise it for technical support and supporting documentation (confluence)
The best monitoring system
What do you like best about the product?
I like the mobile app the most, the interface is simple and so easy to navigate.
The alert notification escalation as well and on-call calendar feature
The alert notification escalation as well and on-call calendar feature
What do you dislike about the product?
Well OpsGenie don't have a PC-based app, its annoying that we have to open browsers to access it and we all know browser nowadays consumes so much memory which slows down our PC.
What problems is the product solving and how is that benefiting you?
Device outages. OpsGenie keeps us updated of any devices in our network that's unreachable. In that way we can troubleshoot it ASAP before anyone complains.
Recommendations to others considering the product:
Best monitoring software, cheap compared to others :)
JIRA, great, clean and cut full ticketing system.
What do you like best about the product?
Ability to create and assign tickets for completion fast.
What do you dislike about the product?
Integration with other 3rd party softwares dont always work well.
What problems is the product solving and how is that benefiting you?
Handle and track customer requests as well as internal projects and requests.
Recommendations to others considering the product:
The basic features work great, if a ticketing system is all thats needed to track external/internal requests then this works really great. If integration is needed to really customize how other softwares can interact with JIRA, then it becomes a game for developers to figure out.
The tool looks and works fine. Could be better.
What do you like best about the product?
The ease with which it can be worked out of the mobile app and Slack and other applications.
What do you dislike about the product?
I do not like the fact that when I have entered a bunch of words for a particular alert, go to another alert for reference and come back, the information I had entered is gone.
What problems is the product solving and how is that benefiting you?
Ease of escalation and paging.
Comphrensive, but perhaps not as user friendly as others
What do you like best about the product?
I like that JIRA is comprehensive in such a way that the service desk is actively integrated with the other modules, i.e. those that are used by the development team.
What do you dislike about the product?
Because it's so comprehensive, it's not the most user-friendly, especially when you're using just one small part of its total functionality.
What problems is the product solving and how is that benefiting you?
Mainly, a way for customers to report bugs or issues, then for communication across the customer success team and development teams to investigate and resolve issues. It definitely facilitates communication around single issues.
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