Jira Service Management
AtlassianExternal reviews
933 reviews
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Amazing Service Desk Tool
What do you like best about the product?
I love how simple it is to assign various tickets to employees. Jira Service Desk gives such a solid and user friendly interface for clients/customers to use! In addition, I like how you can tag tickets to make queues and run reports about the time it takes to resolve various types of ticket requests. This helps tremendously in getting reports created and run.
What do you dislike about the product?
The least helpful thing about Jira Service Desk is the difficulty in creating queues for individual employees to use based upon labels. This is a minor inconvenience and does not detract too much from the overall user experience for Jira Service Desk platform.
What problems is the product solving and how is that benefiting you?
My organization is solving eBook requests, requests for IP Assets and other Digital Operations related tasks. Jira Software creates a smooth queue that is easy to manage large number of service desk personnel.
Recommendations to others considering the product:
I would strongly recommend Jira Service Desk. It is relatively simple to setup and works super smoothly! In addition this software is very snappy and I love the email service. Jira Service Desk will email directly to clients and those that tickets are assigned to with the name of the individual that made the change/comment but they will come from a standardized email address so you are not giving up any employee's work emails.
Everything in one place.
What do you like best about the product?
JIRA provides the best communication between colleagues. Issues and tickets are very easy to manipulate with. This makes great cooperation in our firm. Also JIRA is perfect when it comes to notifications. No useless notifications, just the right ones you need to understand your task. Also never had problem with their servers and everything was running up now. Support isn't bad either , when something was needed support was very quick and resolved our issue through teamviewer as a quick solution so we didn't have to wait for our administrator.
What do you dislike about the product?
The admin needs to set how everyone will use JIRA, this takes time, otherwise, I don't really see anything bad on JIRA. Also filtering tasks is more complicated than I expected, but you can use to it. What I also don't like that much but it's just a useless point is that it automatically logs you out every single day so you have to use also 2FA and login every single day.
What problems is the product solving and how is that benefiting you?
We are solving problems that our customer report in technical field. The benefits of this software are great. Everything is in one place - every ticket has its own comments, images, assigning, epics, dashboards , projects , issues , boards , structures and test and everything we need to recognize what needs to be done first.
Recommendations to others considering the product:
Make one guy setup the whole software, admin is really needed. He should setup it like everyone will understand when they log in to JIRA.
Easily exportable reports. Easy UI. We use it to track requests from 1500+ employees.
What do you like best about the product?
Easy UI for our agents to interact with. Great administrative tool tooling.
What do you dislike about the product?
Over engineered for tracking simpler things sometimes.
What problems is the product solving and how is that benefiting you?
We use it to intake help desk requests, requests for software licenses, hardware, and troubleshooting. We also use it for escalations from agents and tracking things we need to report on externally.
Improving customer support with Jira Service Desk
What do you like best about the product?
I do appreciate the ability to customize service configuration.
What do you dislike about the product?
I would like more tools for presenting trends and performance statistics
What problems is the product solving and how is that benefiting you?
We needed a tool that can allow worldwide staff get see customer service requests and to allow status and updates to be instantaneously seem by the whole team.
Recommendations to others considering the product:
Be sure to involve users and customers when setting up the system and be willing to take advantage of being able to adjust along the way in response to real user experience.
Robust solution, great for ITSM
What do you like best about the product?
The most compelling selling point is that it integrates with other Atlassian products. We were already using Jira and confluence so it was a good fit. Also extremely helpful is that it is divisible into different projects, so it is very useful for different departments. Default reports are useful and well designed. Customizing ticket workflows helped to meet some of our more complex needs. Less important but still a nice to have - the overall interface is clean and modern and definitely is a market leader when it comes to this based on other platforms we've explored. Atlassian forums are a great way to have questions answered.
What do you dislike about the product?
Back end UI could use improvement, such as ticket management (which can be improved by adjusting workflows) and it would be great to be able to use custom URLs. Knowledge base is not included and you have to go with Confluence for this piece.
What problems is the product solving and how is that benefiting you?
Ability to better manage help desk interface and provide a superior level of service to end users as well better manage internal resources when tackling tickets.
A niche tool specifically designed for support
What do you like best about the product?
This part of Jira is a very useful tool to help people that are only interested in getting a solution and need not to deal with Jira intricacies directly. It allows the second line support staff to connect with the customers but to keep i neat, simple, clean and straight. In the mean time the internal layer of third line support can also participate and help with the issues but invisibly to the customer. It is a very customer focused and is a nice addition to the whole umbrella offered by Atlassian
What do you dislike about the product?
It is quite expensive if you need to have several people offering support inbetween teams and it has also a limited amount of functionality available still. It is something that is quite needed but at a cost and it feels that atlassian is promoting its use more and more, but it may end up being too expensive to cause you to find other ways around. Not suitable to connect developers and end users, but also hard to use as a first line support too with integrations possible of other tools.
What problems is the product solving and how is that benefiting you?
It solves problems best when it is a business to business connection and the support provided is done between external teams and internal teams with the service desk inbetween. It helps to segment away the support requests and issues from the development done internally as it is only meant to connect with the Outside from the Inside via the Service desk staff. The portals are the best solutions used for different domains so we made use mostly of these.
Recommendations to others considering the product:
Very useful tool to provide updates to a limited group of users, for instance a partner or a supplier. Not good to be used as a support tool as it becomes costly
Very good incidence and bug manager
What do you like best about the product?
Jira Service Desk allows you to have better control of the incidences and bugs that happens in your code. It's a good tool to centralize as well all the IT (or any kind) of request, avoiding them to get lost in, for example, your email. It allows you to have control at any moment of the status of the bug-fixing and sends automatic notifications to the users every time that some update is done.
What do you dislike about the product?
It would be helpful in my opinion a bit more information about how to set up all the environment. I also would enhance automation functionalities.
What problems is the product solving and how is that benefiting you?
With the implementation of Jira Service Desk we found a way to centralize all the bug reports, incidences, feature requests... that were asked before through the email. This avoids a lot of noise to the team and allowed a better management of them, having better control and monitoring of this requests. It also allowed us to identify, through the informs that the software does, which were the users or departments that had more problems and take metrics of the number of requests that were delivered to our team.
Recommendations to others considering the product:
I have found in Jira Service Desk a perfect tool to centralize all the IT requests (development or helpdesk), especially taking into consideration that we have other tools from the Atlassian environment such as Jira Software or Confluence. It helped our team to have better control of bug requests and incidences.
Jira service desk
What do you like best about the product?
Best thing about this product is that it can be changed and modified to fit customers desires. You can create many type of tickets and task names for different uses, tickets creation requirement fields are also flexible and can be what ever you want. Who,when and for what reason created a task is also visible on the ticket and you can give permission to changes differently to different groups. Also its very cheap for what it can do so its a great snatch.
What do you dislike about the product?
First thing that annoys me , is that video upload to the task is limited to 10MB. most of the videos are more than that , so I use drive to upload videos and then move shareable link to the ticket. Also when I'm opening tickets from mail, sometimes it requires me to log-in (when I'm already am) and when I click log in website gets redirected to main page.
What problems is the product solving and how is that benefiting you?
I use jira service desk everyday for reporting bugs, issues and change requests. Using it is very simple and creating a ticket is a 2 minute job. You can modify your essential fields when creating a ticket to perfectly fit your desires. It has wast ability to change and transform to have multiple categories of task & tickets, status of ticket can be couple of things (fixed, ready for evil ETC)
Recommendations to others considering the product:
it can be integrated with mail, slack and many other communication channels. very easy to use and great system.
Streamlined Support Queues
What do you like best about the product?
Service desk has helped streamline and organize the amount and types of requests coming in to my team, which services internal customers in support of one of our customer-facing products. It's really easy to get the hang of (I trained others how to use it with only a week of experience), and I've found it to be really customizable. I love that users don't have to be logged into our support portal to submit tickets (they can do so via email), which reduces the need to train on the portal for infrequent users. Queues are customizable so I can set up individual lanes for each team member, request type, or request status.
What do you dislike about the product?
My only complaint is that out-of-the-box reporting functionality is clunky to set up. I'm not able to easily create custom fields and the existing components are somewhat inflexible. I'm not able to download reporting or connect it to other sources, which creates extra work for my team that uses centralized reporting across all work streams.
What problems is the product solving and how is that benefiting you?
My team uses service desk to mediate requests between customers (both internal and external) and engineering. The ability to clone and migrate tickets to other teams' work streams has reduce the amount of time I spend writing emails and sitting in meetings.
Managing ticket using Jira SD
What do you like best about the product?
Automatic notification to PagerDuty Integration.
KPI Generation.
Attention Tracking Ticket.
Nice dashboards.
Excellent administration web site.
KPI Generation.
Attention Tracking Ticket.
Nice dashboards.
Excellent administration web site.
What do you dislike about the product?
Price is expensive but the return of invest is
favorable.
Most people needs to train a lot.
You have to buy workflow addon to automate ticket attention process.
favorable.
Most people needs to train a lot.
You have to buy workflow addon to automate ticket attention process.
What problems is the product solving and how is that benefiting you?
We decided buy Jira SD in cloud because we had problem installing on-premise solutión because run in linux server. I recommend a lot cloud because DRP is include in your payment, support and also you pay for use
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