Jira Service Management
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Jira Service Management
What do you like best about the product?
Self-service portal for users to submit requests and find help
Automated workflows to streamline ticket resolution
SLA tracking and reporting
Automated workflows to streamline ticket resolution
SLA tracking and reporting
What do you dislike about the product?
Steep learning curve, especially for new users or admins.
Customizing workflows, permissions, and automation rules can be time-consuming
Customizing workflows, permissions, and automation rules can be time-consuming
What problems is the product solving and how is that benefiting you?
Agile project management (supports Scrum, Kanban, or hybrid workflows)
Issue tracking (bugs, tasks, stories, epics)
Sprint planning and release tracking
Integration with tools like Git, Bitbucket, and CI/CD pipeline
Issue tracking (bugs, tasks, stories, epics)
Sprint planning and release tracking
Integration with tools like Git, Bitbucket, and CI/CD pipeline
Time saver tool
What do you like best about the product?
I would say this gave me credibility and helped me track my day to day tasks as an Account Executive.
What do you dislike about the product?
At fast it takes some time to adapt to the usage but its normal.
What problems is the product solving and how is that benefiting you?
It is very useful for me to raise a ticket to the cross functional teams to resolve my issues as soon as possible.
Jira Service Management for Client Support
What do you like best about the product?
Being able to configure Portals with various different work item types and related forms is essential for supporting users/clients and getting the most from their service request
What do you dislike about the product?
Limitations on the external clients ability to view filters/dashboards that have been configured to display their datasets
What problems is the product solving and how is that benefiting you?
Generation of a range of Helpdesk ticket types, ensuring that end users are able to successfully categorise their request, directing it to the most suitable respondent (i.e. via downstream Jira automations) for speedy responses and quick resolutions to reported issues.
A Powerhouse for Process-Driven Teams, But Not Plug-and-Play JIRA
What do you like best about the product?
1.Integration with Jira software and confluence ensures seamless cooperation between IT and development teams.
2.Workflows and automation can be customised to streamline the service request,incident and change management processes.
3.Robust SLA tracking and reporting help to ensure timely replies and accountability.
4.A user friendly self service portal with knowledge base integration to reduce ticket traffic and support strain.
2.Workflows and automation can be customised to streamline the service request,incident and change management processes.
3.Robust SLA tracking and reporting help to ensure timely replies and accountability.
4.A user friendly self service portal with knowledge base integration to reduce ticket traffic and support strain.
What do you dislike about the product?
1.Complex setup and configuration - The initial setup can be intimidating particularly for teams with no prior Jira expertise.
2.The UI and features may be more difficult for non-technical users to understand.
2.The UI and features may be more difficult for non-technical users to understand.
What problems is the product solving and how is that benefiting you?
Centralised request handling combines IT, HR, and operations service requests into a single platform, eliminating confusion and increasing response efficiency.
Benefit: Teams can spend more time resolving tickets rather than searching them down across systems.
Improved visibility and accountability - With SLAs, queues, and audit logs, it's clear who's working on what and when.
Benefit: Faster resolution times and improved team performance tracking.
Custom workflows for distinct teams allow departments to adjust request and approval flows to their own processes.
Benefit: Improves process compliance and standardisation throughout the organisation.
Benefit: Teams can spend more time resolving tickets rather than searching them down across systems.
Improved visibility and accountability - With SLAs, queues, and audit logs, it's clear who's working on what and when.
Benefit: Faster resolution times and improved team performance tracking.
Custom workflows for distinct teams allow departments to adjust request and approval flows to their own processes.
Benefit: Improves process compliance and standardisation throughout the organisation.
Streamlined and Efficient Ticketing with Jira service Management
What do you like best about the product?
We are utilizing Jira Service Management as our centralized solution, offering a user-friendly and efficient interface for both end-users and support teams. As the Jira Administrator, I have customized templates and dashboards to align with specific client requirements, ensuring a streamlined and professional workflow. The platform enables real-time tracking of ticket statuses and SLA compliance, enhhancing visibility and accountability. Its structured approach has signification improved our service delivery.
What do you dislike about the product?
Honestly, I haven’t encountered any major drawbacks with Jira Service Management so far. It meets all our current requirements and has been functioning smoothly
What problems is the product solving and how is that benefiting you?
Jira Service Management helps us efficiently manage and track IT service requests, incidents, and client queries through a centralized platform. It streamlines communication, ensures accountability, and improves response times through automated workflows and SLA tracking. This has significantly enhanced our team’s productivity and improved overall service quality.
Workflow management software that is extremely customizable
What do you like best about the product?
clear and easy to use, and I can quickly determine whether a work is finished or still in progress. Additionally, it integrates effectively with Jira Software and Confluence, which improve teamwork. Time is saved and less manual labour is required thanks to the automation features. All things considered, it helps us stay organised and reply to enquiries more quickly.
What do you dislike about the product?
Sometimes Jira takes time to open, and it can be a bit hard to understand for new users. Setting up workflows is not easy without help. Also, the mobile app is not as good as the desktop version.
What problems is the product solving and how is that benefiting you?
Jira Service Management helps us keep all support tickets in one place. It makes it easy to give tasks to the right people, check progress, and stay organized. This helps us fix issues faster and saves time.
Good Tool for Handling High Ticket Loads Like WSS and Share Community
What do you like best about the product?
Jira Service Management is a reliable tool for managing escalations and tracking ticket progress in our organization. Whenever we face an issue, we immediately check the related Jira ticket for updates, which helps keep communication clear and structured. Our management also uses Jira to review team performance by tracking how many tickets each person has worked on. Personally, I’ve contributed to both permanent and temporary projects, such as Sharecommunity and WSS. For Sharecommunity alone, we've handled over 100+ tickets. Jira makes it easy to monitor these activities and maintain accountability across different teams.
What do you dislike about the product?
Previously, we were able to export tickets based on a selected date range, which was very helpful for reporting and tracking project history. However, after a recent backend update, this export feature stopped working.
What problems is the product solving and how is that benefiting you?
Jira Service Management helps us track IT issues, service requests, and escalations in a clear and organized way. Before Jira, it was hard to know who was working on what, and updates were often missed. Now, everything is logged under tickets, which improves communication and accountability.It also gives us a clear view of workload distribution. For example, I’ve worked on both long-term and temporary projects like Sharecommunity and WSS, and Jira makes it easy to track ticket volume per project.We also use Jira to follow up on escalations quickly. Checking ticket status and ownership helps us respond faster and avoid confusion.
Easy-going Ticketing Tool
What do you like best about the product?
The best about Jira Service Management is that it is easy to use and understand, it was also easy when we tried to implement and integrate the application for our customers. We begin to use the application frequently because of the features it contains, and it makes are ticketing work easy.
What do you dislike about the product?
I wouldn't be able to find a dislike about Jira while using it.
What problems is the product solving and how is that benefiting you?
To track all the ticket and incident that occur in our environment and can be able to view back the resolution whenever we required, which is helping us in tracking as well educating the new user by allowing them to view the previous tickets
Platform for IT service desk
What do you like best about the product?
It is an excellent platform for raising support ticket for IT service team. Corresponding to your ticket we can also create test cases and automate it . This provide seamless help to me until issue gets resolved.
What do you dislike about the product?
In my knowledge I dont have much challenges . Too far its fulfilling my purpose. I feel it will be more challenging to those who do intial setup.
What problems is the product solving and how is that benefiting you?
First of all easy support at one place. I can manage and look the status of my ticket and can reach out accordingly to concern person for help.
Good Features, But a Bit Complex and Pricy
What do you like best about the product?
- Automates boring tasks to save time easier for me and team to implement.
- Helping me fix problems quickly and track them well.
- Shows fruitful reports on team performance and issues.
- Working well with other tools like Jira and Confluence.
-Good customer support, Team using frequently.
- Helping me fix problems quickly and track them well.
- Shows fruitful reports on team performance and issues.
- Working well with other tools like Jira and Confluence.
-Good customer support, Team using frequently.
What do you dislike about the product?
- Bit complicated and hard to learn for beginners or small teams.
- Pricing is bit high and can get confusing as team grows.
- Pricing is bit high and can get confusing as team grows.
What problems is the product solving and how is that benefiting you?
- Keeps all support tickets and problems in one place.
- Automates routine tasks to save time.
- Helps fix issues faster with clear steps.
- Makes sure nothing gets missed or forgotten.
- Automates routine tasks to save time.
- Helps fix issues faster with clear steps.
- Makes sure nothing gets missed or forgotten.
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