Jira Service Management
AtlassianExternal reviews
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Service Desk Feedback and Review
What do you like best about the product?
Great to be able to receive customer feedback in one place - much better than receiving piecemeal emails and docs with incomplete information (also much better than the software we used previously in terms of accessibility and UX.) Love being able to escalate submitted tickets to other ticket types - defects, feature requests, scopes, etc. Also really convenient to use in tandem with filters on my dashboard - sorting by submitter, status, etc. Ability to add both external and internal comments is also super helpful.
What do you dislike about the product?
Doesn't happen often, but kind of a nightmare to deal with in the rare case of an outage - few things worse than a request someone submitted not making it to me.
What problems is the product solving and how is that benefiting you?
As a project manager for software implementations, we have feedback streaming in from many customers from a whole bunch of directions at any given time. Service desk helps consolidate that, and keeps my inbox much cleaner than it would be otherwise. For folks on the customer's side who don't log in on their end to monitor ticket, always simple enough to pull an Excel export their way to keep them in the loop.
Being able to escalate requests straight into defect tickets is also huge time-saver on my end as well. compared to writing up the tickets from scratch.
Being able to escalate requests straight into defect tickets is also huge time-saver on my end as well. compared to writing up the tickets from scratch.
Recommendations to others considering the product:
Definitely recommend Service Desk, especially if you already use JIRA.
Great Tool
What do you like best about the product?
I love that JIRA Service Desk makes it easy for my customers to track their reported issues with our software. It saves me the trouble of answering dozens of questions per customer about ticket status, and also keeps any Q&A between me and my customers in a conversation directly on the ticket for the reported issue, rather than scattered throughout emails and phone calls.
What do you dislike about the product?
The widget we use for customers to report issues by generating JIRA Service Desk tickets takes a screen shot of the issue the customer is reporting. Those screen shots are reported to me as an internal JIRA user at my company, but not to my customers in the Service Desk interface for my customers. That causes some confusion and frustration. I also wish the user interface were a bit more customizable on an individual level, like JIRA.
What problems is the product solving and how is that benefiting you?
My company creates web software for corporate clients. We needed an easy way for customers to report issues an inaccuracies within our software. Service Desk makes it easy for them to report issues that I can escalate or redirect as needed internally. JIRA is where we track work on our product, so Service Desk complements that perfectly. All of our tasks stay in one Atlassian ecosystem.
Recommendations to others considering the product:
Great product if you need an external-facing system for reporting and managing reported bugs.
Easy to use, hard to master
What do you like best about the product?
It's really easy to get started and have a basic understanding of the tool.
What do you dislike about the product?
There are a lot of options and complicated ways to master the tool, so it's hard to master.
What problems is the product solving and how is that benefiting you?
It's a great way to provide customers with a traceable request list. It is difficult to get customers to use the tool sometimes, as it can seem a little daunting upon first glance.
Recommendations to others considering the product:
If your customers or employees will be using it and are easily confused, this may not be the product for them!
Life at Evolent with Jira
What do you like best about the product?
I currently, work the JIRA help desk for HPS - Health Plan services. Its fast and efficient.
What do you dislike about the product?
Nothing. I think its a great software to track flow of work.
What problems is the product solving and how is that benefiting you?
Day to day we recieve tickets for Applications (Aldera being locked, Any jobs that are running backend database, or escalating to correct resolver group within IT side.
Recommendations to others considering the product:
no
JIRA for Marketing Management
What do you like best about the product?
JIRA makes it easy to manage my team on large scale projects.
What do you dislike about the product?
It is setup much more for technology projects and is dofficult to include due dates.
What problems is the product solving and how is that benefiting you?
More clarity across large scale projects.
JIRA is the best solution for tracking activities
What do you like best about the product?
The ability to look at what tasks are assigned to me and team member updates. JIRA helps in making the group work easier and to communicate with the team members.
What do you dislike about the product?
The only thing that I dislike about it is maybe I don't know if the feature is there, but it does not send me desktop notification about my deadlines. I would love to have a reminder alerts feature.
What problems is the product solving and how is that benefiting you?
We are using JIRA to streamline our projects and also to track our application development activities. It also helps in collaborating with the team and knowing who is up to what tasks. Some of the benefits that we have gained by starting to use JIRA is:
1. Ticketing system for problems.
2. Project management
3. Documentation
4. Activity tracking
5. Team collaboration.
1. Ticketing system for problems.
2. Project management
3. Documentation
4. Activity tracking
5. Team collaboration.
Recommendations to others considering the product:
I would like to highly suggest this product to people who are seeking an issue tracker and a project management software. Since we started using JIRA our task has been very easy in terms of handling issues and tracking problems. Working in software development area, we have experienced a high productivity because of JIRA and it has given the opportunity for our clients to view what is actually happening in the project and whether or not we are on the right track. It also gives opportunity to share files and comments which makes it easier to review and saves time by eliminating unnecessary meetings. I would highly recommend this product.
JIRA Review
What do you like best about the product?
It is a very simple and easy to use software. gives you a range of options from creating cases to track issues to data gathering and entry
What do you dislike about the product?
There is not a lot to dislike about this application. so far I am yet to have a major issue with it
What problems is the product solving and how is that benefiting you?
helps to track issues and allows you to assign specific task to a specialist
Jira review
What do you like best about the product?
This was a good IT service desk management tool to use.
Key features: a lot of prompts, seamless flow for tickets management, nice layout of screens and noticiable buttons.
The tool can be customized to suit the needs of every organization, and size. It was helpful to manage all changes, fixes and bugs for our software.
It also had convinience to assign priorities, and urgency for each ticket that I found helpful.
Key features: a lot of prompts, seamless flow for tickets management, nice layout of screens and noticiable buttons.
The tool can be customized to suit the needs of every organization, and size. It was helpful to manage all changes, fixes and bugs for our software.
It also had convinience to assign priorities, and urgency for each ticket that I found helpful.
What do you dislike about the product?
I do not have a lot to say about what I disliked while using Jira becuase it did serve very well in our organization.
Perhaps, the tool cold be more customizable to add other functions specific to the organizational needs such as customize drop down values, edit workflows as needed, change notifications/messages, etc. The tool was good to us in agile environment (that we had in our organization ) but I am not sure if it's good to support regular help desk operations.
Perhaps, the tool cold be more customizable to add other functions specific to the organizational needs such as customize drop down values, edit workflows as needed, change notifications/messages, etc. The tool was good to us in agile environment (that we had in our organization ) but I am not sure if it's good to support regular help desk operations.
What problems is the product solving and how is that benefiting you?
I was responsible to provide support for all BI needs internally and externally.
The tool helped managed everyday backlog of tickets and issues related to the BI soulution.
The tool helped managed everyday backlog of tickets and issues related to the BI soulution.
Recommendations to others considering the product:
Good tool for agile environment
JIRA Fan
What do you like best about the product?
The ease of project management. The comments and section to upload images & files help with collaboration work.
What do you dislike about the product?
No notifications outside of when a user updates a ticket.
What problems is the product solving and how is that benefiting you?
Complete client requested tasks.
User for project input tasks
What do you like best about the product?
Its layout and ease of use. good navigation very easy to pick up on.
What do you dislike about the product?
I don't have any dislikes I like the UI and the actual processes contained within
What problems is the product solving and how is that benefiting you?
great way to track and share project tasks
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