Jira Service Management
AtlassianExternal reviews
933 reviews
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ITSM solutions for teams of all sizes
What do you like best about the product?
Jira Service Management (JSM) provides both an internal and customer facing configuration that can be split and individualized with as many different users and configurations that you want.
What do you dislike about the product?
It can be overwhelming to set up a basic business. If you have multiple teams and customer groups, then the complex schemes are a dream. But if you only need to set up a portal for your customers to report problems, there are a lot of extras you need to wade through.
What problems is the product solving and how is that benefiting you?
We are now able to route our customer requests to different service teams and provide some deflection using a knowledge base. It also gives us the necessary reports and metrics to improve our service teams.
Submitting IT tickets
What do you like best about the product?
The usability of the product is the best part. It's super easy to use and submit an IT ticket of any sort. At other companies, they have different tools, and it's super difficult to access. This is a link that works with a central login and is just super user-friendly.
What do you dislike about the product?
not too much. It could be a bit more clear on what the chat feature is about since that was throwing some users off in the beginning but that can be adjusted or customized per company using this product.
What problems is the product solving and how is that benefiting you?
This tool is used for submitting tickets, of all sorts from Oracle management/questions to receiving some hardware for our daily usage.
One of the good issue tracking and work management tool
What do you like best about the product?
It is flexible to work with.
It can be integrated with any tool using the API and automate the ticketing process.
also present in clod for proper operation and maintenance
It can be integrated with any tool using the API and automate the ticketing process.
also present in clod for proper operation and maintenance
What do you dislike about the product?
I don't have any dislikes. It is one of the finest tools I have ever seen.
What problems is the product solving and how is that benefiting you?
One of the finest ticketing tool with multiple tool integrations
Decent service desk tool
What do you like best about the product?
I love the ticketing system and that the tickets give users their request summary when they submit a ticket
What do you dislike about the product?
The backend is really complex for no reason. It is really confusing on the back end to set up. Also it would be great to have the ability for separate ticket systems (ie for the software dev team and the IT team)
What problems is the product solving and how is that benefiting you?
Helped solved the need for a ticketing system. No more trying to find requests in slack or email. We can delegate this way.
Jira is a Flexible and Powerful Tool
What do you like best about the product?
I like that Jira Service Desk is so flexible and easy to configure. It has proven to be very robust and meets our need.
What do you dislike about the product?
It was a little difficult to get used to at first. I found myself looking around the site a lot to figure out how to see what I wanted.
What problems is the product solving and how is that benefiting you?
We have solved the problem of tracking service requests.
Best tool for full project management
What do you like best about the product?
Easy to categorize issues, requeats with changes by organizing and priotizing these requests.
What do you dislike about the product?
Some problems generates usually after updates which take some time to solve otherwise work fine.
What problems is the product solving and how is that benefiting you?
It is exellent tool to create and manage tickets with download facility in excel format.
Fast support case handling and automaötion
What do you like best about the product?
Transparency and automation of existing support cases works good.
JSM has high uptime
JSM has high uptime
What do you dislike about the product?
Atlassian pricing is not cheap and support for small companies through user-driven forum.
What problems is the product solving and how is that benefiting you?
Client support cases are now much better handled compare to use JIRA build solutions.
Organize Asks Across your Company with Ease
What do you like best about the product?
I love all of the filtering capabilities so it's extremely easy to keep the tickets relevant to my work on my homescreen
What do you dislike about the product?
I don't love how the automations take a while to load after submission. Sometimes it throws me off.
What problems is the product solving and how is that benefiting you?
It is the center for cross-functional communication at our company. It fills nearly all gaps.
Recommendations to others considering the product:
Do you need to improve cross-functional communication within your company and create a single place to track all internal tasks and work? This is your solution.
Using JIRA Service Management for tickets assigned to different internal teams
What do you like best about the product?
I like that JIRA Service Management has first of all a unique Ticket/Case number. The ease of tagging colleagues is amazing. One can easily search as well using the Ticket number or name of the customer. I also love the "add a participant" feature.
What do you dislike about the product?
There are times when JIRA is not showing results when performing a search for a ticket number of customer name that I am sure exists. Not sure if it is a bug though.
What problems is the product solving and how is that benefiting you?
like what i said, there had been times when i would search for a customer name or a JIRA ticket #, and no results were found. another problem is re: attachments. sometimes, pasting e-mail items (which may include photos) aren't working.
For the benefits, i love the tagging feature. it can easily notify another colleague that an action is required from them.
For the benefits, i love the tagging feature. it can easily notify another colleague that an action is required from them.
Best Service Management tool for Ticket tracking and Status
What do you like best about the product?
Jira Service Management makes it easier to categorize service requests, incidents, problems, and changes by organizing and prioritizing these requests in a single place and keeps my team on track with goals.
What do you dislike about the product?
Everything is good, but customized dashboard creation and adding pie chart representation are a bit complex.
What problems is the product solving and how is that benefiting you?
For daily ticket/Incident/service request Status update, file sharing in the ticket, and workflow for the approval process.
To keep track of all tickets and download all tickets in excel format with all the comments and attachments.
To keep track of all tickets and download all tickets in excel format with all the comments and attachments.
Recommendations to others considering the product:
Best Ticketing tool and ease of use with all features.
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