Jira Service Management
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great organization/ticketing platform
What do you like best about the product?
My company utilizes JIRA Serivce Desk for all of our internal needs. Whether it is leaving a nice comment about another employee, or sending over maintenance request tickets to our Service Desk team, JIRA makes it so easy to write a quick ticket and send it over the right team. JIRA also makes it especially easy to create webpages that can fit exactly what we need to accomplish. For example, we deal mainly with technical products like laptops, cables, adapters, etc. and since these items can easily break at any time, it is easy to write up a ticket, indicate which barcode item it is, and send it to our service desk team. We are able to easily mark each ticket as in review, done, or any other type of final step we choose.
What do you dislike about the product?
The only problem I have with JIRA is that it doesn't make it super easy for customers using it to contact our team. For example, we use it to keep track of patron fines and very often we will have issues with customers accidentally creating multiple tickets and we will very often get duplicates which can be very inconvenient. Customers also have to make an account on JIRA and that is an extra step that is frankly unnecessary.
What problems is the product solving and how is that benefiting you?
While we aren't necessarily solving business problems, I've found it especially beneficial to be able to search previous patrons in the database and in that way we can see exactly how many fines they've had in the past and their history with communicating with our fines team.
Recommendations to others considering the product:
It is a great platform for organizing internal and external tickets across a large company with many different teams.
Complex projects and collaboration tool
What do you like best about the product?
Completely customisable, great for project tracking or software development, ticket management.
What do you dislike about the product?
It can be fairly slow, this may be due to our environment and not the platform.
What problems is the product solving and how is that benefiting you?
Managing project work across multiple regions.
Recommendations to others considering the product:
Powerful, reliable. Get the set up right as soon as possible before unleashing it.
Jira to manage tasks at work
What do you like best about the product?
The easy with with tasks can be managed and tracked. Identifying pending tasks becomes very simple. It's also helpful in linking various related tasks as child tasks. It also serves as Helpdesk to for consumers to raise tickets
What do you dislike about the product?
UI could be better. Reduce downtime or have an alternate option when jira is down.
Frequent downtime is dangerous for people who work in real time alert resolution.
Frequent downtime is dangerous for people who work in real time alert resolution.
What problems is the product solving and how is that benefiting you?
Incident management of various tasks. Helpdesk to raise ticket. Customers to raise tickets. Documentations of tasks. Program reviews. Updates on tickets and tasks.
Recommendations to others considering the product:
It's easy to use, easy to manage tasks. No complains
Jira service desk
What do you like best about the product?
I like that it hepls us keep track on customer request and help them immediately. It also helps us track time taken to resolve an issue.
What do you dislike about the product?
It can be too complicated for non tech savy customers
What problems is the product solving and how is that benefiting you?
We using is to adress service requests from customers
Reliable low cost IT Ticketing solution system
What do you like best about the product?
Allows to have complete follow up of your project, apply agile methodologies and correct errors, and also record.
What do you dislike about the product?
No dynamic forms in place withe the tool
What problems is the product solving and how is that benefiting you?
Good integration with Atlassian's other products as well as nice customizability and advanced reporting make this a worthwhile platform to consider
Ease of use
What do you like best about the product?
Jira keeps track of tickets relatively easy.
What do you dislike about the product?
Jira is next to impossible to search for anything in.
What problems is the product solving and how is that benefiting you?
Day to day tickets that users call in.
Super service
What do you like best about the product?
We use it to open tickets in enquire about certain login or connectivity issues.
They were responsive and informative in terms of why our issues occurred and completing the tickets.
They were responsive and informative in terms of why our issues occurred and completing the tickets.
What do you dislike about the product?
On some rare occasions we would have to follow up about an open ticket that needed to be resolved.
What problems is the product solving and how is that benefiting you?
Solving any network or connectivity to websites issues. I.e. time outs, unavailable websites, program login issues.
Jira a management service desk
What do you like best about the product?
It is easy to use. Lots of perks like being able to manage the team easily and see many features that the team is working on clearly.
What do you dislike about the product?
I dislike how hard it is to try to efficiently prioritize the stories. Some other tools have done a better job with this such as pivotal tracker
What problems is the product solving and how is that benefiting you?
To try to do better customer management through IT service management. I realized Jira is nicely color coded and makes management very easy and clear to see and use for both technical and non-technical members.
Recommendations to others considering the product:
Try pivotal tracker as well to see what may be a better fit for you. Definitely use it for some time with a project.
JIRA can be very Usefull
What do you like best about the product?
A robust amount of reporting, dashboards, customizations. It provides a level visibility into tasks that much other help or support desks do not.
What do you dislike about the product?
Geared towards highly technical users who want to learn JQL. With large organizations, such as mine, it becomes overwhelming when not maintained properly. Old projects and categories not removed can create a usability nightmare.
What problems is the product solving and how is that benefiting you?
Creating tasks workflows, Using it to provide visability to business requests and break them down into types for reporting purposes
Easy to Use On Call Management At A Great Price
What do you like best about the product?
I like all of the out of the box integrations that work with other products without much configuration.
What do you dislike about the product?
I struggled to find something I actually don't like. My biggest complaint is their alerting can come from a huge range of telephone numbers, so making OpsGenie was difficult until I found a vCard they provide with all contact numbers.
What problems is the product solving and how is that benefiting you?
We needed a solution to manage our on call scheduling and routing of alerts to the appropriate person. OpsGenie solved both problems easily.
Recommendations to others considering the product:
I'd recommend starting out in one of the lower priced tiers, if not the free one. The plans pack in a lot of features and you might not need all of the bells and whistles available.
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