Jira Service Management
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JIRA Service Desk Platform
What do you like best about the product?
The JIRA Service Desk is very useful as a Ticketing tool. We can create lots of Reports and dashboard based on the Tickets logged in JIRA. Also we can do a Email Subscription based on the Weekday/Weekends and based on the search criteria and filters. We can Track the SLA(Time To Resolution & Time To First Response) from this tool. This is very much helpful for tracking the daily tickets.
What do you dislike about the product?
Downside is that for exporting the Reports, some fields (Time To Resolution & Time To first Response) Values are not coming under the Excel sheet. But the values are coming in Dashboard but not getting in export excel. Also We cant send the Dashboard as a Email Subscription. For to overcome this issue we need to buy extra add on.
What problems is the product solving and how is that benefiting you?
We are using this tool for the issue type as (Incident, Problem, Service Request, Change Request, Monitoring etc..) and also we have on boarded 39 projects over this tool. and we have prepared the dashboard for Account wise, SLA wise, Issue Type wise. And it is really helpful to show the data as a dashboard to the higher management for the review purpose.
Easy tracking of my teams stakeholders
What do you like best about the product?
The requests are piled up nice and clean. It's easy to search the various categories of filters like customer type, priority,etc.
What do you dislike about the product?
I wish there was an alternative dashboard for request approvals
What problems is the product solving and how is that benefiting you?
Tracking requests from customera and stakeholders
Jira isn't fulfilling enough
What do you like best about the product?
I enjoy the organization that Jira provides especially when you're able to directly "@" your coworkers to see or work on the project. It's also great that you're able to directly assign projects to coworkers as well. The status update also helps it seem more pending than other projects.
What do you dislike about the product?
I dislike the fact that accomplished or finished goals never go away. I wish they were archived instead of just having a strike-through because it doesn't feel fulfilling and eventually clutters the backlog screen a lot.
What problems is the product solving and how is that benefiting you?
The problems that we are tackling with Jira is project management. As a team within a start-up, we have several goals and issues that we have to tackle every week. Jira helps in the sense that it physically reminds you through email or on the website itself. However, Jira isn't as intuitive as it looks. Visually, Jira is also very cluttered which makes it annoying to see on your home screen often. I wish there was the ability to completely mark the project as complete instead of having it sit on the backlog. The other thing about Jira is the confusing language that it uses to differentiate archive versus current documents/projects. As a creative, I just wished that Jira were more in touch with their visual side.
Recommendations to others considering the product:
I recommend Gira because it does help with our project management. However, I do believe they have a long road ahead of them in terms of User Experience that touches on visual aspects and accessibility.
Workspace distributor or managerial or tracker tool
What do you like best about the product?
Assign and divided task within the team and note the work performance and time frame about the given task,store history of task when completed and calculate time about completed task.
What do you dislike about the product?
Complex to understand services for first time, powerful tool and costly licence made it incapable for small team or organisation.
What problems is the product solving and how is that benefiting you?
Distribute task within team made easy to track work performance and manage multiple projects on multiple change's.
Just the ticket for our small business
What do you like best about the product?
Easily integrated with our core Jira projects implementation
Same style, user controls and notifications.
Same style, user controls and notifications.
What do you dislike about the product?
I find the Jira side bar navigation a bit clunky but it may just need some work by us since it is so customiseable.
What problems is the product solving and how is that benefiting you?
Great way to split project work from service requests for much better tracking.
Last week we hit our 500th Service Ticket - not bad for a very small business.
Now we can see we give away too much support for a small monthly website management fee and will start charging for tasks that get too big. In some cases 1 hour month allownace is averaging 8 hours per month - a few referrals are not worth that much free time. Jira Service desk will give us the data to give our customers.
Last week we hit our 500th Service Ticket - not bad for a very small business.
Now we can see we give away too much support for a small monthly website management fee and will start charging for tasks that get too big. In some cases 1 hour month allownace is averaging 8 hours per month - a few referrals are not worth that much free time. Jira Service desk will give us the data to give our customers.
Recommendations to others considering the product:
Our customers love the email integration so do set this up.
Customers email webdev@morningstardigital.com.au and the task loads straight into Jira Service Desk and they are updated on status as they go.
They can even set up a login to track all their requests,
Customers email webdev@morningstardigital.com.au and the task loads straight into Jira Service Desk and they are updated on status as they go.
They can even set up a login to track all their requests,
New way of managing incidents
What do you like best about the product?
With this tool, we were able to carry out all the control of incidents and requests of our company quickly and efficiently. We have total control over numbers, targets and SLAs.
What do you dislike about the product?
Removing reports on the platform can be a little painful if the user is not familiarized with other IT platforms. When the query is more complex, you need to go after information and tips in search forums.
What problems is the product solving and how is that benefiting you?
With this platform, we were able to measure our service time, better control our SLA and improve the productivity of our technicians.
Good ticketing tool
What do you like best about the product?
Good ticketing tool used in IT. We use it primarily
What do you dislike about the product?
Its limited. The knowledge base in this tool is limited
What problems is the product solving and how is that benefiting you?
Create tickets
Great Product, Needs Configuring
What do you like best about the product?
The cloud instance is smooth and doesn't need to worry about resources
What do you dislike about the product?
Configuring the service desk can be problematic and long winded
What problems is the product solving and how is that benefiting you?
Logging helpdesk tickets and managing workflows
Recommendations to others considering the product:
Give it a go, but be prepared to invest time into the setup
Good Managing Web services for over all project management
What do you like best about the product?
The well organized task assignment and managing TODO and Assigned tasks to developers
apart from this bug raising and the life cycle Created tasks
apart from this bug raising and the life cycle Created tasks
What do you dislike about the product?
Slowing website sometimes
otherwise all features are good and appreciable
otherwise all features are good and appreciable
What problems is the product solving and how is that benefiting you?
managing different tasks of projects and its progress
Jira Service desk review
What do you like best about the product?
It can be easily integrated with testing tools like Jira so makes the management easier. UI is good with a clean and simple look. Contains good report extraction with metrics and graphs to make it easier to understand and share with counterparts.
What do you dislike about the product?
You need to learn this tool and it can be an exhaustive learning process as not much free help is available on Internet. You gotta have connections with people who are already using them or search a lot on Internet to gain perspective and get queries solved.
What problems is the product solving and how is that benefiting you?
With the help of this tool we get feedback about the problems others are facing and effectively manage it. It reduces the time we otherwise would have to waste to understand in depth with customer discussions.
Recommendations to others considering the product:
It is a decent tool with ability to solve most of the problems. Hire a specialist with prior hands on experience on the tool so as to avoid dealing with unknown problems which may be hard to solve due to lack of free tutorials on Internet.
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