Jira Service Management
AtlassianExternal reviews
933 reviews
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Jira SM is our go-to for handling customer tickets
What do you like best about the product?
Good interface, workflow automations, collaboration, integrations with multiple platforms.
What do you dislike about the product?
We haven't faced anything that we dislike so far.
What problems is the product solving and how is that benefiting you?
It has helped us get in touch with our leads and customers efficiently, while also allowing us to discuss matters internally within the platform before responding.
Great tool to track work flow within Team
What do you like best about the product?
1. Easy to use and understand
2. Seemless integration with other tools.
3. Great documentation across various use cases.
4. Brings visibility of work that is being done in a team
5. Helps to track progress, deadlines and contribution of team members
2. Seemless integration with other tools.
3. Great documentation across various use cases.
4. Brings visibility of work that is being done in a team
5. Helps to track progress, deadlines and contribution of team members
What do you dislike about the product?
Some documentations are hard to understand, making Jira ineffective to use. More documentation and on-chat support can be helpful to achieve clarity on usage and setup of same.
What problems is the product solving and how is that benefiting you?
1. Workflow management
2. Tracking of work of team members
3. Incident management
4. Resolving issues before the deadline
5. helps to recognise what issues clients are facing to improve the existing system.
2. Tracking of work of team members
3. Incident management
4. Resolving issues before the deadline
5. helps to recognise what issues clients are facing to improve the existing system.
Intuitive, configurable and can be used out of the box.
What do you like best about the product?
Easy to use (intuitive) and simple to configure to ensure both internal users and external users (customers) can engage, collaborate and track tickets. User notifications are easy to set up and keeping the customer informed is straight forward.
What do you dislike about the product?
If you want a tracking tool out of the box that provides straightforward functionality, then JSM is a great tool. If you want to start performing more advanced tracking functions, automation, asthetics etc. then everything is an 'add on', so the cost can be inflated quite quickly. I would recommend truly understanding your requirements to ensure JSM is fit for your purpose out of the box before proceeding to ensure you're aware of future costs.
What problems is the product solving and how is that benefiting you?
It's a very stable platform that empowers your own staff to configure to meet your own business' needs.
This allows us to engage with customers and suppliers in a simple manner, providing them with a great user experience.
This allows us to engage with customers and suppliers in a simple manner, providing them with a great user experience.
Easy to manage tasks and projects in a distributed team
What do you like best about the product?
1. The ability to manage teams and tasks across geography and across verticals.
2. The ability to see how well the team is doing, in terms of deadlines, the avg time took to solve a bug, the number of p0 etc. This helps in reflecting what are the areas to improve as a team and function effectively
2. The ability to see how well the team is doing, in terms of deadlines, the avg time took to solve a bug, the number of p0 etc. This helps in reflecting what are the areas to improve as a team and function effectively
What do you dislike about the product?
There's nothing much to be very honest. Everything works seamlessly and Atlassian is a customer focussed company which keeps collecting feedbacks and improve/implement them.
What problems is the product solving and how is that benefiting you?
Effective team functioning (self managed teams)
Effective Cross teams collaboration.
Effective Cross countries collaboration.
Saves time and efforts of engineers.
Effective Cross teams collaboration.
Effective Cross countries collaboration.
Saves time and efforts of engineers.
IT and tech support Ticket Resolution Platform as very recommended software for Technology Industry
What do you like best about the product?
* Raise a ticket for IT and tech support to resolution a issues with TAT to solving a problems.
*Tools of various levels for Help to work smooth process as well creation work Nature.
*Various levels of spoc will conect and involved with this platform to be collaboration pretty well .
*Tools of various levels for Help to work smooth process as well creation work Nature.
*Various levels of spoc will conect and involved with this platform to be collaboration pretty well .
What do you dislike about the product?
*Mobile software app of jira is Doesn't work great .
*It's allow to work load hevay sized filled .
*Customer can be accessed this software due protection.
*Need to Improve UI
*It's allow to work load hevay sized filled .
*Customer can be accessed this software due protection.
*Need to Improve UI
What problems is the product solving and how is that benefiting you?
Any Issues regarding Tech support, IT help desk to escalate to various spocs levels and slove a problems in Tourn around Time.
Benifits of Raise a ticket to slove problem and work smooth and hardels could break.
Benifits of Raise a ticket to slove problem and work smooth and hardels could break.
Good application to track application defects and TCs.
What do you like best about the product?
1. Its easy to use.
2. Anyone can understand easily.
3. Easy to create filters to get the exact results.
2. Anyone can understand easily.
3. Easy to create filters to get the exact results.
What do you dislike about the product?
Larger comments it will not support. It has charector length in comments section.
Sol:
In my scenario, iam trying to add TCs as comments , sometimes I will add larger TCs. So allow unlimited charector so, no one will face same issue again.
Sol:
In my scenario, iam trying to add TCs as comments , sometimes I will add larger TCs. So allow unlimited charector so, no one will face same issue again.
What problems is the product solving and how is that benefiting you?
I used JIRA as test engineer.
1. To create defects for product.
2. Attached the larger files to the defects.
3. Updating/Modify the existing defects.
4. Creating filters to fetch exact data.
1. To create defects for product.
2. Attached the larger files to the defects.
3. Updating/Modify the existing defects.
4. Creating filters to fetch exact data.
Jira is best for tracking so many things
What do you like best about the product?
I have been using Jira for the last 5 years and I see a significant improvement every time.We have been able to log work and added SLA and track the work done by other teams very efficiently
What do you dislike about the product?
I would like to see a mailing system integrated with Jira around SLA misses.
What problems is the product solving and how is that benefiting you?
It helps to assign and resolve incidents with in the team and all members can privately and public comment on the same ticket and log work.This makes it amazing tool
Atlassian's IT Service Management tool
What do you like best about the product?
Jira Service Management is very well configured to get the most out of the tool without much initial configuration. Of course it can be customized with lots of different options to make it work as desired.
What do you dislike about the product?
Signing into the customer portal requires the user to sign in to the parent Jira site first because of our SSO implementation.
What problems is the product solving and how is that benefiting you?
We used to have a regular Jira project for our Corp IT team. We configured our new project under Jira Service Management and have gained great insights into our common types of service requests, SLAs, ticket distribution, etc.
Jira Service Management help us to accomplish the customer satisfaction in our organization.
What do you like best about the product?
Ticket administration.
Integration wit opsgenie.
Integration wit opsgenie.
What do you dislike about the product?
When you reply to a ticket, It doesn't have too many text formats.
What problems is the product solving and how is that benefiting you?
We use Jira for managed service support. Also, for project management. It helps us to keep all customer requirements in order and complete tasks on time.
Best tool for ITSM - JIRA
What do you like best about the product?
Its ability to integrate with other applications and really easy and user-friendliness of the system sets it ahead of other products.
What do you dislike about the product?
Even though end users love to use it, managing the portal for Admins is a little nightmare and requires thorough knowledge.
What problems is the product solving and how is that benefiting you?
After implementing Jira, there were a lot of positive comments from end users. It is really easy for them to track where there ticket is positioned and there is no need of any reminders.
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