Jira Service Management
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a great integration platform for service desk
What do you like best about the product?
there are a lot of platforms for the service desk requirements but when it comes to jira service desk, it is very simple to use. It connects your customers with the development team of yours helping them to resolve issues more quickly and efficiently. You can track time taken to address a particular ticket from the time a customer made a service requests to its actual execution. The email notifications are great to both the customers and the team associated with it.
What do you dislike about the product?
There is not much knowledge base on the service desk in the community. The free trail is fully functional but a community support would be great. The integration of service desk with your web portal is sometimes tricky.
What problems is the product solving and how is that benefiting you?
The customers can get real time updates with the help of notification on the service request that they have made. The collaboration feature is nice as well. You can do automation of the tickets and conducts reviews based on the performance metrics. The Atlassian Confluence has a good knowledgebase on the service desk. There is a customer portal as well which helps the customers to keep track of their various requests. The service desk also integrated very nicely with other Atlassian products such as marketplace and hipchat.
Recommendations to others considering the product:
There should be a good knowledge base on the community. Also there should be more detailed documentation on the integration with a custom web portal. Sometimes it becomes difficult to get technical integration information which often results in data not getting displayed in third party websites.
Jira user
What do you like best about the product?
Almost all of it's project management features
What do you dislike about the product?
The organization in the dashboard could be better
What problems is the product solving and how is that benefiting you?
Project management
Recommendations to others considering the product:
Definitely use it for project management
A wealth of Options
What do you like best about the product?
It has so many options to enable easy control of projects and tasks
What do you dislike about the product?
Half of the options seem unimportant or not needed so seems cluttered
What problems is the product solving and how is that benefiting you?
IT related task tracking and ticket logging
Recommendations to others considering the product:
Do some initial training as the wealth of options can seem over whelming at first
Great service desk if you're in the Atlassian stack
What do you like best about the product?
Since we use JIRA for asset tracking & project management, it's great to be able to link issues with service desk tickets. When you use confluence, you can also link tickets to help desk articles and have them automatically populate in the portal as suggestions when submitting a ticket.
What do you dislike about the product?
It requires a lot of configuration to setup. There is no customizable URL for the user portal. This is geared towards JIRA experts.
What problems is the product solving and how is that benefiting you?
It is very inexpensive to use JIRA Service desk compared to other service desk offerings. Because it is incredibly customizable, we can get good reporting on issue types.
Recommendations to others considering the product:
Worth a look if you are using JIRA.
great for project management/software development
What do you like best about the product?
It's really easy to keep track of issues. Most of the categories you would want to track or sort by are already pre-populated. It's part of a larger suite of Atlassian products you might use. The autonotifications help with communication between a large, spread-out team.
What do you dislike about the product?
There was a bit of a learning curve...I would say nothing is really intuitive. Once you get into more advanced stuff, like custom fields or managing content, it's even worse. We hit rate limits with the cloud API, which was really annoying. It seems like there should be something to notify/warn you. The search feature is god awful...if you're in a project, generally you want the search to be limited to your project. Wish you could search inside the code repo...I think that feature is in beta.
What problems is the product solving and how is that benefiting you?
Problems coordinating, documenting issues, tracking other information related to those issues, communicating when stuff is completed and/or passing the ball to the next person. This software makes that really easy.
Recommendations to others considering the product:
Try it out first...maybe even get a demo. Figuring out this software on your own is really painful.
Best tool to track your and your team's progress
What do you like best about the product?
Simple, intuitive yet powerful tool. Lots of customization and integration options.
What do you dislike about the product?
There is nothing to dislike. It has really great features.
What problems is the product solving and how is that benefiting you?
Provides the ability to keep a track of the issues and also track the progress of an employee/ team
Recommendations to others considering the product:
Best tool out there in my opinion. Try playing around with it to know more.
JIRA Service Desk
What do you like best about the product?
Ease of use, assigning tasks, changing status
What do you dislike about the product?
The filters are not impressive. It takes a long time to create queries.
What problems is the product solving and how is that benefiting you?
Challenging to learn for some one who has not worked on this before
User-friendly intrface, huge potential
What do you like best about the product?
Its user friendly interface and its customizability
What do you dislike about the product?
It can be unwieldy if too many add-ons are installed
What problems is the product solving and how is that benefiting you?
Putting in requests to IT
Ticketing Tool
What do you like best about the product?
The System Dashboard is very useful for seeing cases that you have created. Also, this tool is super easy to track and comment on.
What do you dislike about the product?
I do not like the search functionality. It is really all over the place. Not always easy to search. Too many filters. The user interface is wonky.
What problems is the product solving and how is that benefiting you?
Submitting IT tickets to Engineering team.
Recommendations to others considering the product:
There is a learning curve but pretty east to utilize.
Yira works well in a Small environment
What do you like best about the product?
Yira has measurable Sprints and reporting mechanism.
What do you dislike about the product?
At times you lose track of where you are or were.....not as friendly as I thought, maybe it needs to have the correct audience since I'm in the Technical area and not so much in the Admin area.
What problems is the product solving and how is that benefiting you?
Scheduling Project Sprints/Progress
Recommendations to others considering the product:
At this time, we're trying to evaluate all requirements
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