Jira Service Management
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Extremely powerful & enterprise grade solution
What do you like best about the product?
Highly customizable but also ready out of the box. Integrates well with confluence, Jira and other atlassian tools
What do you dislike about the product?
For untrained users it may be overwhelming to figure out. Baseline settings are good but not enough to start running with
What problems is the product solving and how is that benefiting you?
Day to day support for customers, as well as SLA tracking and internal KPIs
Intuitive user interface
What do you like best about the product?
The fact that it helps in automation of recurring tasks amd real time collaboration and allows you to keep things simple and easy for end users
What do you dislike about the product?
Jira service desk does not embed a knowledge base by itself. Portal customization is a big challenge
What problems is the product solving and how is that benefiting you?
It helps me to keep things simple and easy for the end users and real time collbo
Problem discussion
What do you like best about the product?
Planning and the way everyone can collaborate and solve problems faster
What do you dislike about the product?
Front end and the user interface is too crude
What problems is the product solving and how is that benefiting you?
Easy collaborations
JIRA is a Easy User Interface Application
What do you like best about the product?
It's easy to use and makes it very comfortable for the user to work on raise tickets, defects and total project with test management in a day's life.
What do you dislike about the product?
It can have more features such as backtracking and integrating with all the 3 rd party applications
What problems is the product solving and how is that benefiting you?
We can easily track the ticket and service request status and it saves a lot of time and easy to use..
Recommendations to others considering the product:
Very easy to use and track.. go for it..
great for workplace productivity!
What do you like best about the product?
i love the organization of jira--we use it across all of our library departments and it is an amazing service for writing up maintenance tickets, item fines, personal notes to other employees, etc. despite the library system at ucla being quite a vast network of employees, jira makes it very easy and simple to organize employees by each department and assign/send tickets to each respective department depending on the issue at hand! jira is also very user friendly, has a beautiful interface, and is intuitive to learn. all of our employees, whether full-time or just part-time students, utilize jira and everyone loves how easy it is to use! i love being able to create your own pages on jira as well and design/manipulate them with different macros/features depending on what the page is for.
What do you dislike about the product?
there isn't much to dislike about jira! the only real issue is sometimes having too cluttered of a workspace if there are too many open tickets and since the jira system is so vast, it is easy to lose pages along the way. overall, however, jira is a great product and we haven't had any serious problems with this service in a very long time!
What problems is the product solving and how is that benefiting you?
besides internal management, we use jira as a sort of data analytics platform as well in order to keep track of--for example--how many item fines are occurring as well as what kind of fine it is (staff error, student error, full refund, etc). we are able to use jira to categorize each fine into the proper category so we can monitor the frequency of each type and see whether most fines are staff errors or student errors.
Recommendations to others considering the product:
definitely recommend using this product! it is amazing and will make your workplace so much more organized!
The BEST tool for Service Desk
What do you like best about the product?
Jira is a tool for issue tracking product developed by Atlassian which allows bug tracking and agile project management and the most important, Service Desk.
Very easy to use, quick, reliable, is not expensive at all....
Very easy to use, quick, reliable, is not expensive at all....
What do you dislike about the product?
Integration with other Service Desk products (but this dislike is shared with the other tools)
What problems is the product solving and how is that benefiting you?
With Jira we give servive desk to the whole University Community (here more than 30000 people)
Recommendations to others considering the product:
Jira is a MUST HAVE tool for Service Desk, No other tool is going to give you the level of Jira
Good Product with great capabilities
What do you like best about the product?
It's ability and ease to search every project , task and issue . It's heirarchial presentation on every category. Ease on tracking down and following up on anything you would like to follow. Also reporting made easuly. May it be a timesheet or the workflow
What do you dislike about the product?
Jira has least capacity for the graphical design of a project layout
What problems is the product solving and how is that benefiting you?
Graphical layout
Very good ticket management application
What do you like best about the product?
Cost effective
Implementation time is much shorter compared to BMC
Advanced SLA settings
Implementation time is much shorter compared to BMC
Advanced SLA settings
What do you dislike about the product?
Customer service is slow compared to BMC.
BMC is widely used compared to JIRA
BMC is widely used compared to JIRA
What problems is the product solving and how is that benefiting you?
Incident management system implementation
Better than a lot out there...
What do you like best about the product?
I really enjoy how easy it is to take a help desk ticket and move it over to a sprint in case said ticket is a very involved task and requires more time than what's noted in SLA
What do you dislike about the product?
I don't like have you have to click In Progress to mark that you've replied to the customer. Simply assigning it does not stop the SLA counter
What problems is the product solving and how is that benefiting you?
It's helped us a lot with how we manage helpdesk tickets and project
Recommendations to others considering the product:
Give it a shot!
Comprehensive useful tool for those that want to provide a service desk portal to clients.
What do you like best about the product?
The breadth of features and customizability of JIRA Service Desk is excellent. We can taylor fit it to our individual needs, such as adding fields for PO numbers, estimates, labels. It serves as my virtual "dry erase board" of cases and lets me manage where they all stand in the process.
What do you dislike about the product?
There's been times where it hasn't always been easy for our clients to get up and running on JIRA. That, and bringing in others on existing cases isn't always easy. Say we want to bring our developer in on a case, or a client's coworker. Adding them as participants, and being able to reference them in communications so that they get notified, hasn't always worked.
What problems is the product solving and how is that benefiting you?
We work with many different clients on a variety of cases, entailing different files and images and code snippets... these situations can be new sales situations or incident management. JIRA Service Desk serves as a virtual "patient chart' where we can have all participants to a case correspond on it, rather than rely on emails, voicemails, and even texts. We tell clients, "if it's not in JIRA, we have no record of it." All correspondence is noted, all time is tracked, making it the ultimate project management software.
Recommendations to others considering the product:
Make sure that your particular business' needs align with what JIRA Service Desk has to offer. It's very customizable, but with that customizability comes alot of time needed to familiarize yourself with the software and set it up. I definitely wouldn't use it unless you think having a service desk portal for your customers is something you want to offer.
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