Jira Service Management
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Simple to set up and use, ITIL compliant thanks to Asset Management add-ons
What do you like best about the product?
Both setting up, using and modifying a lot of the major Service Desk solutions out there tends to be complex, time consuming and expensive. This is not at all the case with JIRA Service Desk. It comes with easy to manage and powerful SLA setup options out of the box, workflows that enable setting up ITIL compliant processes in less than a day in a production environment and allows linking to JIRA Software, where related development teams can seamlessly integrate and take care of problem management.
The ease of use for both IT team and customers is outstanding. And by integrating with an Asset Management add-on like Insight, it is a complete solution.
Combined with Confluence, the tool also supports a great knowledge base solution.
The ease of use for both IT team and customers is outstanding. And by integrating with an Asset Management add-on like Insight, it is a complete solution.
Combined with Confluence, the tool also supports a great knowledge base solution.
What do you dislike about the product?
JIRA Service Desk is still a young product, launched earlier on as an add-on to JIRA. Certain functions that one would expect to be part of the solution must still be realized with 3rd party add-ons. However, this is rapidly changing and apart from translations, the main gaps are more or less closed as we speak.
What problems is the product solving and how is that benefiting you?
Provide simple and customer friendly IT support, but also customer service.
Recommendations to others considering the product:
Just set up a free trial and experience how easy it is to have it up and running in less than a day.
Great Platform
What do you like best about the product?
Easiest way to track tasks, bugs, development effort and lifecycle of issues and enhancements. Highly recommended
What do you dislike about the product?
UI can be a bit boring at times, but still great to use.
What problems is the product solving and how is that benefiting you?
Bugs, enhancements and documentation. It is very easy to track everything that has happened before. I use it as a first measure with triaging bugs
Recommendations to others considering the product:
Great service, easy to administer but needs a certified administrator. Keep the fields clear and concise to not overburden the user with too much to fill in. Summary fields, Reproduction, Customer Impact, Expected are great fields to utilize. Version number and attachments are useful as well.
technical support
What do you like best about the product?
communication channel with engineering and marketing
What do you dislike about the product?
overlooked the comments and description of issues
What problems is the product solving and how is that benefiting you?
technical issues
JIRa Service Desk
What do you like best about the product?
Able to track comments and the parent and child relationships for various parts of the project.
What do you dislike about the product?
When part of a project, I feel I receive too many email notifications. I like to be updated but sometimes too many.
What problems is the product solving and how is that benefiting you?
It project magament - not the right people on the project
Easily Track and Resolve Issues with JIRA
What do you like best about the product?
I love the customizable dashboards, which can be layered for maximum efficiency. I can track tickets entered by my team, those I oversee, or simply review the open issues that I'm working on at any given time.
What do you dislike about the product?
This is nitpicky, but I wish I could stylize my dashboard more. While the dashboards are straightforward, I would like to make them more visually appealing. The search feature can also be a little too specific; I'd like to be able to type in the ticket number without the type abbreviation (ie 1840 instead of IMP-1840) and still get matching results.
What problems is the product solving and how is that benefiting you?
Most of my tickets are so that our developers can investigate a clients' integration between our system and their partnered ATS.
Is an amazing product to make great support and maintain order in your company.
What do you like best about the product?
You can create portals that will be use by your customers, is easy to configure and it will automatic create a webpage where your customers can create tickets to handle problems or suggestion they may have. Our customers are also familiarized with the portal and they can review their issues and suggestions at any time.
What do you dislike about the product?
When you want to configure custom fields for your portal, is kind of complicated where to put your field and how to use it, but just the first time.
What problems is the product solving and how is that benefiting you?
Many of our customers where having issues in the product and they were sending to mush emails, whit this tool, all the issues are being created in the portal and the tracking is easier. Also, they can log in in your system with an user and password and review their tickets, status, development, solutions etc.
Recommendations to others considering the product:
It is a very useful software. You can make an order in your company in order to quickly respond to your customers. And your employees will be working well,
Useful, but fundamentally broken
What do you like best about the product?
Serviceable ticket ingestion for the rest of your organization. Inexpensive to get everyone into JIRA.
What do you dislike about the product?
... incredibly crippled. Tools like Zendesk are easier and more useable with JIRA than Service Desk is with JIRA.
Other issues:
* Limited agents—very costly above 3
* No team-wide visibility into tickets, so multiple ones get filed
* Rules never seemed to work to link issues between the DESK project and others.
Other issues:
* Limited agents—very costly above 3
* No team-wide visibility into tickets, so multiple ones get filed
* Rules never seemed to work to link issues between the DESK project and others.
What problems is the product solving and how is that benefiting you?
JIRA is the operating system for our internal teams, so it's a tool that provides a flexible workflow and process for our ever-changing organization. Service Desk was a great tool for getting non-technical team members started with our operating system, but we should've gone straight to full-on JIRA due to Service Desk's limitations.
Recommendations to others considering the product:
Try something else first.
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.
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