Jira Service Management
AtlassianExternal reviews
933 reviews
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Simplest ITSM Implementation of my life.
What do you like best about the product?
JSM offers easy customization and separation of customer support "portals," as well as support issue management in a format that's already familiar to our devs.
What do you dislike about the product?
Unless you're already familiar with Jira management, the learning curve can be long and steep. I highly recommend using the Atlassian Community and researching prior to starting JSM build or customization.
What problems is the product solving and how is that benefiting you?
My current company has used JSM internally for personnel IT requests and a different solution for client requests. In a former life, I used JSM with customers and found that having support issues follow the same general flow as development issues helped everyone on our teams conceptualize ITSM issue progress better than having a siloed flow just for support.
Powerful tool with endless customization
What do you like best about the product?
Jira is great for us to interact with both customer's and internally. Being able to link my dev ticket with a customer ticket to make tracking easy and when an issue is resolved it's easy to reach out.
What do you dislike about the product?
there isn't enough capabilities for outbound emails. when i send an email ticket out with an attachment the customer does not see it in the email and will need to open up the helpdesk to see the attachments.
What problems is the product solving and how is that benefiting you?
We use Jira both internally and externally. It is easy to link out a ticket to a colleague and have them see and interact with the same customer or internal ticket. This makes keeping it all centralized and easy to use.
Good tool to list request and manage the request assignment
What do you like best about the product?
You can register unlimited customer, this way you can get all of your stakeholders to be part of the ticketing system.
What do you dislike about the product?
it's not that cheap if you have lots of agent
What problems is the product solving and how is that benefiting you?
You can easily manage the number of requests and allocate it to your available resources
Jira service Management review and overview
What do you like best about the product?
It helps to manage team and task across the globe. Easy to track how the team is doing and can track deadline. Easy to use and user friendly. Documentation part is also great.
What do you dislike about the product?
Cost is little bit high for small organisation. Mob software jira should be improved.
What problems is the product solving and how is that benefiting you?
We usually used jira to assign story to associate in sprint
Great Customer support tool to manage, track & monitor bugs, projects & assignment
What do you like best about the product?
I've been using Jira for many times now, it is really helpful for me and our team to manage, track & monitor bugs, projects, and assignments and track all the developments in one tool.
The best part about Jira service management is the reporting and assigning of tasks and keeping all in check with deadlines etc.
The best part about Jira service management is the reporting and assigning of tasks and keeping all in check with deadlines etc.
What do you dislike about the product?
For first-time users, its a bit difficult to learn and use the platform as its a bit complicated initially but as time goes by it is quite useful. However, if there could be a option to download all the reports in a PDF or file format that would really help.
What problems is the product solving and how is that benefiting you?
we use Jira service management for many things specifically to tackle and report all the bugs that our clients are facing and monitor their progress and new developments. It shows the person who has assigned the task and the person working on it, which is quite effective and efficient. We also create custom fields/filters to ensure that our team uses them it the best possible way.
Used for a few months.
What do you like best about the product?
Jira Service Management provides a comprehensive solution for managing service requests and incidents. Its customizable workflows, integration with other tools, reporting and analytics, and self-service portal are some of the key features that make it a popular choice among organizations.
What do you dislike about the product?
It may take some time to get used to the tool and learn how to use its various features effectively.
What problems is the product solving and how is that benefiting you?
Record helpdesk responses and refer to similar cases
Powerful tool to manage service desk operations
What do you like best about the product?
The software offers a centralized platform where service requests can be managed, prioritized, and assigned to the relevant team members. This ensures that requests are handled in a timely and efficient manner, which can help to improve customer satisfaction and reduce response times.
What do you dislike about the product?
Software can be expensive, particularly for small businesses or organizations with limited budgets. While JIRA Service Management offers a range of features and customization options, the cost may be prohibitive for some users.
What problems is the product solving and how is that benefiting you?
The software can automate routine tasks, such as ticket routing and notification, which can save time and improve efficiency. Additionally, the software integrates with a wide range of other tools and platforms, making it easy to connect with existing workflows and systems.
very good IT services management tool
What do you like best about the product?
Task management across the departments.
Incident Management
Change control
Review before submitting
Flexible and Customisable
Problem Resolution Management cards.
Dashboards and Workflows
Ticketing
Incident Management
Change control
Review before submitting
Flexible and Customisable
Problem Resolution Management cards.
Dashboards and Workflows
Ticketing
What do you dislike about the product?
very slow interface
need to add more features
need to add more features
What problems is the product solving and how is that benefiting you?
Incident managemnt and Analysis of root cause
Keep track of change control
Ticketing for Deployment etc
Keep track of change control
Ticketing for Deployment etc
Streamline Your Service Operations with Jira Service Management
What do you like best about the product?
Track and prioritize service requests: Jira Service Management allows you to track and prioritize service requests and incidents, ensuring that critical issues are addressed first.
Automate workflows: With Jira Service Management, you can automate workflows to ensure that tasks are completed efficiently and consistently.
Collaborate with your team: Jira Service Management enables teams to collaborate effectively, providing a single source of truth for all service requests and incidents.
Gain insights: With built-in reporting and analytics, Jira Service Management provides valuable insights into your service desk operations, allowing you to identify areas for improvement and make data-driven decisions.
Automate workflows: With Jira Service Management, you can automate workflows to ensure that tasks are completed efficiently and consistently.
Collaborate with your team: Jira Service Management enables teams to collaborate effectively, providing a single source of truth for all service requests and incidents.
Gain insights: With built-in reporting and analytics, Jira Service Management provides valuable insights into your service desk operations, allowing you to identify areas for improvement and make data-driven decisions.
What do you dislike about the product?
Steep learning curve: Jira Service Management is a powerful and complex tool, which means that it can take some time for users to become proficient with it. This can be particularly challenging for smaller teams with limited resources.
Customization limitations: Although Jira Service Management is highly customizable, some users may find that the level of customization available is not sufficient for their needs. This can be particularly frustrating for organizations with very specific workflows or processes.
Cost: Jira Service Management is a paid tool, which means that it may not be accessible to all organizations or individuals. The cost can be particularly challenging for small businesses or startups with limited budgets.
Integration challenges: While Jira Service Management offers many integrations with other tools and platforms, some users may find that integrating it with their existing systems can be challenging, particularly if they are not familiar with the tools and technologies involved.
Customization limitations: Although Jira Service Management is highly customizable, some users may find that the level of customization available is not sufficient for their needs. This can be particularly frustrating for organizations with very specific workflows or processes.
Cost: Jira Service Management is a paid tool, which means that it may not be accessible to all organizations or individuals. The cost can be particularly challenging for small businesses or startups with limited budgets.
Integration challenges: While Jira Service Management offers many integrations with other tools and platforms, some users may find that integrating it with their existing systems can be challenging, particularly if they are not familiar with the tools and technologies involved.
What problems is the product solving and how is that benefiting you?
Inefficient service request management: Without a proper system in place, managing service requests can be inefficient and time-consuming. Jira Service Management helps to automate the process of managing service requests, making it easier and more efficient to manage requests from customers or other stakeholders.
Lack of visibility into service operations: Without a centralized system for managing service requests, it can be challenging to gain visibility into service operations. Jira Service Management provides a centralized platform for managing service requests and incidents, providing teams with valuable insights into their service desk operations.
Inability to collaborate effectively: Collaboration is essential for effective service delivery. Jira Service Management provides a platform for teams to collaborate effectively, ensuring that everyone is on the same page and working towards the same goals.
Difficulty in prioritizing service requests: Without a proper system for prioritizing service requests, critical issues may not be addressed in a timely manner. Jira Service Management provides tools for prioritizing service requests based on their impact and urgency, ensuring that critical issues are addressed first.
By solving these problems, Jira Service Management helps organizations improve their service delivery and customer satisfaction. With automated workflows, centralized management, and collaboration tools, teams can work more efficiently and effectively, ultimately providing better service to their customers. Additionally, the built-in reporting and analytics features enable organizations to make data-driven decisions, improving their overall service delivery and operations.
Lack of visibility into service operations: Without a centralized system for managing service requests, it can be challenging to gain visibility into service operations. Jira Service Management provides a centralized platform for managing service requests and incidents, providing teams with valuable insights into their service desk operations.
Inability to collaborate effectively: Collaboration is essential for effective service delivery. Jira Service Management provides a platform for teams to collaborate effectively, ensuring that everyone is on the same page and working towards the same goals.
Difficulty in prioritizing service requests: Without a proper system for prioritizing service requests, critical issues may not be addressed in a timely manner. Jira Service Management provides tools for prioritizing service requests based on their impact and urgency, ensuring that critical issues are addressed first.
By solving these problems, Jira Service Management helps organizations improve their service delivery and customer satisfaction. With automated workflows, centralized management, and collaboration tools, teams can work more efficiently and effectively, ultimately providing better service to their customers. Additionally, the built-in reporting and analytics features enable organizations to make data-driven decisions, improving their overall service delivery and operations.
Jira review
What do you like best about the product?
Jira is easy to setup team scrum board and smoothly access to track agile methodlogy in team with create multiple teams and track those in one scrum board and managing
What do you dislike about the product?
Jira service should work more on data importing so that we can add more thing in bulk using external files using excel or other documents. To avoid less manual efforts
What problems is the product solving and how is that benefiting you?
It helps to create ticket assign and manage and helps to track each activity for scrum master and manager level person and we can generate report and piechart for presentation
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