Jira Service Management
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Irreplaceable link between our customers and product
What do you like best about the product?
Out-of-the box online portal for customer tickets
Satisfacion feedback when ticket is closed
Automatic user account generation when customers send initial email
Cusomization of SLA reports (per user)
Suggestion of online guide articles when customer types ticket description
Satisfacion feedback when ticket is closed
Automatic user account generation when customers send initial email
Cusomization of SLA reports (per user)
Suggestion of online guide articles when customer types ticket description
What do you dislike about the product?
How notifications work is tricky to understand
When someone opens and email on linked email account, it is not synched with Service Desk
When someone opens and email on linked email account, it is not synched with Service Desk
What problems is the product solving and how is that benefiting you?
We are managing tickets of our customers, follow its statuses and collaborate with our customers.
We monitor SLA compliance - if we are responding in align to our contract with a specific customer.
We get satisfaction rating and comment when ticket is closed.
We monitor SLA compliance - if we are responding in align to our contract with a specific customer.
We get satisfaction rating and comment when ticket is closed.
Recommendations to others considering the product:
No need to search for another tool if you're already using Jira.
Very easy to scale and onboard.
Customer feedback is priceless!
Very easy to scale and onboard.
Customer feedback is priceless!
SF API makes our day easy
What do you like best about the product?
That we are able to connect to our SalesForce CRM for support.
What do you dislike about the product?
Minimally, we should be able to have a direct interface to Jira from Salesforce.
What problems is the product solving and how is that benefiting you?
Connecting our development team with support.
Easy to setup basic Helpdesk and Ticketing System
What do you like best about the product?
Very easy to setup. We were up and running in a day. The interface is clean and logical and supports all modern browsers and operating systems. It's fairy extensible and let us configure it to suit our needs.
What do you dislike about the product?
There are definite limitations around routing tickets to other users. For example, if you have a user make a request that needs to be routed to two or more people, it can't be done. This can limit you in cases where you want to have user access requests be handled by ServiceDesk and multiple people are required to process the request.
What problems is the product solving and how is that benefiting you?
We had been using Jira internally to handle bugs and ticketing. ServiceDesk was brought in to help with external customers opening tickets. We have moved all requests from emails into ServiceDesk. This has vastly reduced the number of requests that get lost or mishandled.
Recommendations to others considering the product:
ServiceDesk is a light-weight tool to handling tickets opened up by customers. Initial pricing is very low but can ramp up quickly. Be sure to calculate your growth and budget accordingly.
Good solution if you are already using JIRA for engineering and IT
What do you like best about the product?
- Integrated with JIRA/Confluence and the rest of Atlassian product suite
- Support Tickets can get escalated and moved into JIRA for engineering to look
- Reports and Metrics on time spend servicing customers
- Relatively cheap pricing
- Highly configurable
- Support Tickets can get escalated and moved into JIRA for engineering to look
- Reports and Metrics on time spend servicing customers
- Relatively cheap pricing
- Highly configurable
What do you dislike about the product?
- Very slow user interface
- Feels clunky and very similar to JIRA which is oriented for engineering. Customer Service reps need something that is fast
- Lack of mobile tools. No easy way to service tickets on the go
- Configuration requires an administrator
- No voicemail support
- General Audience Forums and Moderation tools are lacking compared to the competition like ZenDesk
- Knowledge Base creation requires Confluence product. Not built into Service Desk
- Feels clunky and very similar to JIRA which is oriented for engineering. Customer Service reps need something that is fast
- Lack of mobile tools. No easy way to service tickets on the go
- Configuration requires an administrator
- No voicemail support
- General Audience Forums and Moderation tools are lacking compared to the competition like ZenDesk
- Knowledge Base creation requires Confluence product. Not built into Service Desk
What problems is the product solving and how is that benefiting you?
We are trying to manage our support tickets coming in from our customers. We also need the ability to escalate these tickets back to Engineering and then circle back with the customer once the issue has been resolved to ensure traceability and transparency. We have improved our customer interaction and have improved our net promotor score through scaling our ServiceDesk team. We also need to see reports to help us understand how well the service team is performing.
Recommendations to others considering the product:
The JIRA Service Desk website is very slow, so make sure that when you enter information you don't accidentally refresh the page. Use macros or have an admin reduce the number of fields so that entry is quicker.
Integration with JIRA is very strong, so it is easy to move a ticket into a bug or escalated issue for engineering to resolve.
Integration with JIRA is very strong, so it is easy to move a ticket into a bug or escalated issue for engineering to resolve.
JIRA Service Desk is a great tool for team organization
What do you like best about the product?
Jira has also become a great way to be organized and keep everyone responsible for their own work. What I like best about JIRA Service Desk is the ability to send tasks to a department or specific individual. The entire team then can see what jobs are currently being worked on. It keeps everyone accountable and in the event that a task is not completed by the deadline, JIRA keeps a record of who the job was assigned to and we can then get to the root of the problem.
What do you dislike about the product?
Jira seems to be part of my company's 'intranet' in which I am unable to access Jira away from my work network. That's not a huge deal, but it would be nice to have the ability to access Jira away from home.
Also, it's not very easy to create a dashboard. I have had some difficulty in creating a dashboard that allows me to monitor the jobs and tasks a specific person or department is working on.
Also, it's not very easy to create a dashboard. I have had some difficulty in creating a dashboard that allows me to monitor the jobs and tasks a specific person or department is working on.
What problems is the product solving and how is that benefiting you?
Jira has been an interesting software. I started using Jira about a year ago while working for an advertising publisher. Jira was introduced to me as a software in which I am able to create a work ticket and assign them to specific teams or individuals. At the moment, I use JIRA to request my account manager to set up a campaign, check inventory levels and troubleshoot issues. I've realized that JIRA is a great tool for a medium/large organization to keep track of important tasks.
Recommendations to others considering the product:
If you have a medium-large organization and require different people and departments to work on parts of a project, JIRA can be a great tool to keep organized and everyone accountable.
Awesome, intuitive, and very customizable!
What do you like best about the product?
The service desk is really easy to use. Users don't have any problems submitting or updating their cases. It allows you to customize almost everything. There are a ton of plugins available to add any feature you can think of. Reporting dashboards are incredibly easy to create and share out.
What do you dislike about the product?
I have yet to happen upon something I don't like!
What problems is the product solving and how is that benefiting you?
Allows us to track our service desk cases and monitor SLAs effortlessly.
Best Tool
What do you like best about the product?
Customizable dashboards with a nice list of supported widgets.
What do you dislike about the product?
Cloud doesn't support multiple separate domains
What problems is the product solving and how is that benefiting you?
Customer Service
Recommendations to others considering the product:
Go for it.Best tool.
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