Jira Service Management
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Jira and Salesforce Integration
What do you like best about the product?
Configuration options for workflow are powerful and do not force changes to business process requirements. Jira can adapt to your business process without many or any limitations.
What do you dislike about the product?
It's so configurable sometimes it's difficult to determine how to set it up.
What problems is the product solving and how is that benefiting you?
SaaS user stories for bug/feature tracking. Many to many relationship with customer SFDC cases works really well and helps with our customer notifications for issue tracking/resolution.
Recommendations to others considering the product:
Allow time for training and setup - ensure staff have the resources they need to be successful.
Great little program for any business
What do you like best about the product?
My favorite thing is the prioritization, too many products limit the ability to order your workload.
What do you dislike about the product?
To me it seems a little confusing to use at first, but more than likely it is because of the way our admin has it laid out,
What problems is the product solving and how is that benefiting you?
I am a product analyst, bugs and feature requests are sent through me and I sort them all through this program.
Excellent ticketing software, excellent integration with Atlassian stack, recommended!
What do you like best about the product?
JIRA is an excellent ticketing software that provides great customization and reporting. It is also very well integrated with the entire Confluence stack making the software a breeze to use in environments where Atlassian software is used!
What do you dislike about the product?
The search queries take some getting used to and learning, documentation around this aspect is not very very detailed. Reporting functions always takes a bit of extra effort to setup and customize to ones liking. Specific features within creating tickets also take a bit of extra effort to learn and to use efficiently
What problems is the product solving and how is that benefiting you?
We use JIRA to report development progress as well as issues in our deployment environments. By using JIRA, we are able to integrate software development, deploying issue reporting, debugging, user requests all into one single solution. This leaves very good paper trail that we can always go back to for reference. JIRA is also very easy to start and to use!
Recommendations to others considering the product:
If you are looking at implementing the Atlassian stack, I whole-heartedly recommend you to implement JIRA Service Desk compared to other service desk solutions. Its ease of use, customization and integration with the rest of Atlassian stack is what prompted us to use it!!
Full Featured, but a bit daunting from an Admin perspective.
What do you like best about the product?
Lots of features and many different pricing levels. Very customizable to your needs.
What do you dislike about the product?
Overwhelming on the admin side with many settings and things to tweet.
What problems is the product solving and how is that benefiting you?
Allowed us to streamline ticketing processes, and reduce our SLA times.
Recommendations to others considering the product:
Take time to evaluate whether you need the on-prem version and if you have the resources to do so.
Excellent product to manage Agile project
What do you like best about the product?
Excellent product to manage Agile project
What do you dislike about the product?
Customizing is not great, it really requires efforts to customize workflows etc.
What problems is the product solving and how is that benefiting you?
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Use as dev work flow
What do you like best about the product?
make easier to mange project, know what other ppl doing currently
know current status of current story
know current status of current story
What do you dislike about the product?
no reason
Sometime it is buggy but mostly jS issue in my opinion, drag and drop is not really correctly working
Sometime it is buggy but mostly jS issue in my opinion, drag and drop is not really correctly working
What problems is the product solving and how is that benefiting you?
track issue, search previous similar issue
Enterprise Service Management and more
What do you like best about the product?
Confluence integration for self help as access to Knowledge articles. Seamless and very user friendly.
What do you dislike about the product?
The pricing (depending on how you use agents) can be high, but still very favorable in comparison to other competing products that cost 150 percent more.
What problems is the product solving and how is that benefiting you?
Using to run a specialised service desk in Dev Ops. SLA engine is helping us keep up our service agreements to our support customers.
Recommendations to others considering the product:
Definitely recommend Confluence for self help to aid deflection and also refined Wiki UI for Jira Service Desk.
Jira Service Desk
What do you like best about the product?
Lots of options and customizable if you install the right plugins.
What do you dislike about the product?
Too robust. While there are many options to customize, that becomes as much a problem as it is a benefit.
What problems is the product solving and how is that benefiting you?
Replacing current ticket system to allow more categorization of issues.
It is easy to track progress of projects
What do you like best about the product?
Get everybody's projects progress. It is easy to track that who is getting the work done faster.
What do you dislike about the product?
nothing as such. I am still truing to explore it more
What problems is the product solving and how is that benefiting you?
I am assigning the projects to myself and being assigned my others. so, I can track that where I am
JIRA Service Desk Review
What do you like best about the product?
The product is pretty ease to use without having to read documentation.
What do you dislike about the product?
Some screens are a little bulky to use and hard to find some things like details of a service case.
What problems is the product solving and how is that benefiting you?
We use it for our Production Change Control.
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