Jira Service Management
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Best Agile Management Software
What do you like best about the product?
How tickets can be inserted into Kanban type boards
What do you dislike about the product?
Its a little complex to set up workflows/
What problems is the product solving and how is that benefiting you?
We use this to create tickets and move them through the pipeline to get stuff done. I can easily see where everyone's tasks and projects are in the pipeline to keep track
Effective tool to track your Defects, Issues, Enhancements
What do you like best about the product?
One of the best tickets tracking/monitoring system available today. Stakeholders gets notified when a ticket is opened or modified. There is a provision to attach files also. Staging of enhancement can be customised (such as the drop downs can be customised to your company specific environments). Easily customisable.
What do you dislike about the product?
There is no provision of auto ticket creation such as when a request comes in to email then a ticket should automatically be created. This is one of my requirement but not sure if others also need that. other than this it is wonderful.
What problems is the product solving and how is that benefiting you?
Application issues, defects, enhancements can easily be racked and monitored. All stakeholders are kept up to date with any update on any defect/issue
Recommendations to others considering the product:
Excellent tool to track or Monitor issues/defects and creating service tickets.
Great tie-ins to JIRA Agile and Confluence, clean UI, easy to customize
What do you like best about the product?
It's definitely an accessible software - I particularly appreciated that customization was fairly easy even for non technical resources. It didn't require a system admin nor engineer to make changes - non developers can easily understand the layout, ui, etc.
What do you dislike about the product?
the visual cues and aids are not terribly colorful or robust, the design is simple but it wouldn't hurt to go through a facelift to make it look more modern, dynamic, and interactive.
What problems is the product solving and how is that benefiting you?
Having our clients interface directly in JIRA service desk is a huge win for us - sending them there and enforcing process has been simplified because the JIRA UI is so easy to navigate, and is so user friendly for business teams and marketers.
Recommendations to others considering the product:
Hop on board if you already have atlassian suite products. try it out!
Easy Ticket Generation and Customer Experience
What do you like best about the product?
As someone who used this to submit and check ticket status it was very straight forward in terms of seeing issue progress.
What do you dislike about the product?
The interface can be overwhelming but as long as the implementation team notes what should be affecting your then the status change makes sense.
What problems is the product solving and how is that benefiting you?
Properly prioritize employee issues so that IT can serve the most urgent issues first and track time spent.
Recommendations to others considering the product:
I would say ensuring the user has a good submission process with only the most relevant field options rather than revealing all field options that might be most relevant to the team resolving only.
Great for your help desk
What do you like best about the product?
It has been easy to use JIRA Service Desk, it helps with organization and allows for data to be stored and collected easily and if you have any issues atlassian customer service is very helpful
What do you dislike about the product?
There is a lot to offer but it is not always simple to understand some of the coding you might need to use
What problems is the product solving and how is that benefiting you?
It is being utilized as our help desk ways people contact us with any issues they might have
Solid, but a hassle to mate with Google
What do you like best about the product?
The customization of this product is probably it's best asset. It can be used to monitor almost anything, in multiple layers.
What do you dislike about the product?
For multiple users, it's difficult. Especially if you're using a Google Apps account. Only users from your main domain can log on, making task management difficult if you have multiple different accounts.
What problems is the product solving and how is that benefiting you?
It's been great for tracking bugs in developing software, which has really helped ensure that we're capturing our customers as efficiently as possible.
Recommendations to others considering the product:
If you operate multiple domains, I'd suggest another option unless you feel like migrating your entire workforce to the same one.
Good service, good support.
What do you like best about the product?
OpsGenie has been helpful both with their support during integration and when everyday usage issues arise. Their service is reliable and fills the bill for us.
What do you dislike about the product?
Lots of options -- sometimes confusing. Would love a "vacation" option where I can easily remove someone from all the rotations they're on temporarily.
What problems is the product solving and how is that benefiting you?
Connects to our internal monitoring system and notifies us upon critical alerts.
Essential project management software for our business
What do you like best about the product?
The ability to track open request via the web or mobile. Cloud based version of application is an added bonus.
What do you dislike about the product?
The UI is not very intuitive. It would be nice to have an in application chat service for support related issues.
What problems is the product solving and how is that benefiting you?
Overall we are managing our projects.
Recommendations to others considering the product:
Essential project management software for our business recommended tool
Feature rich but too compliated
What do you like best about the product?
The agile features they've shoehorned in work pretty well once you figure out how to use them
What do you dislike about the product?
Doing anything in this product requires looking up a help document and going through 20 steps. It's so bloated!
What problems is the product solving and how is that benefiting you?
Helps me to maintain my requirements for developing new software, track bugs
Recommendations to others considering the product:
It does a little bit of everything but requires some administrative time. If you don't mind that it can meet your needs. And the price is very competetive!
Premium support and extreme agile
What do you like best about the product?
There are two things that I appreciated from the day 1 of the trial: extreme agility and premium support. The guys are almost always available for a live chat and helpful with answers. And if there is a bug in the product that you discover, sometimes they will ask you in 2 hours to try again because they fixed it. Isn't that great? Moreover they also take feature requests into account in their planning.
What do you dislike about the product?
OpsGenie doesn't have (yet) an on-premise version. Many companies (like my current one, would be even bigger customers if OpsGenie would offer an on-premise version (like, for example, many Atlassian tools). And this is due to regulatory constraints. There are 2 things that are not optimal in the UI: the autocompletion in search fields (alert or user search) and the search queries could be a bit more diverse (i.e. more operators).
What problems is the product solving and how is that benefiting you?
OpsGenie offered us of-the-shelf alerting and basic monitoring (using heartbeats). This was of great value to us because we could theoretically go live form day 1.
Recommendations to others considering the product:
Great that they offer now both an EU and an US datacenter (but watch out where you are creating your account). Setup and administration for a large organisation (>100 users) can be done with no pre-existing knowledge in days.
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