Jira Service Management
AtlassianExternal reviews
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Great for Organization
What do you like best about the product?
JIRA service desk has helped us in many ways to organize better and more effectively than ever before.
What do you dislike about the product?
I dislike the chunky web version which lags sometimes.
What problems is the product solving and how is that benefiting you?
Better organization, effective communication
Good Platform for Managing tickets
What do you like best about the product?
Ease of creating tickets, managing and tracking them efficiently to ensure resolution can be provided in timely manner.
What do you dislike about the product?
Searching for existing resolution to existing ticket can be a challenge if one is not shown for the first time how to do so.
What problems is the product solving and how is that benefiting you?
Managing multiple customer issue, tracking the resolution and having internal discussion. By using JIRA, support team is able to manage customer created tickets, review them, adding comments to the tickets, assigning to other members from other teams, ultimately providing the resolution to customers. Also, management is able to generate simple reports to review the overall tickets raised for specific timeframe.
Recommendations to others considering the product:
An ideal and cost effective solution for managing customer's issues and tracking tickets resolutions, it is suitable for any industry.
Jira Service Desk Review
What do you like best about the product?
I like the simplicity and constant updates of the website.
What do you dislike about the product?
The constant updates can cause confusion on where certain tools or avenues to tools are located
What problems is the product solving and how is that benefiting you?
We needed a way to localize our needs onto one website and JIRA has accomplished that.
Recommendations to others considering the product:
Give JIRA a test run and see if it fits your needs. Contact their support to determine what may be best for you and your environment.
Jira Review
What do you like best about the product?
JIRA is designed with form and function in mind. It's very fluid to use and a solid service desk. You'll be impressed! We have shuffled through about four different service desk type softwares.
What do you dislike about the product?
It is quite advanced. This is not necessarily something to dislike, but it can be confusing and requires some extensive use to get in and out of.
What problems is the product solving and how is that benefiting you?
Incident management
Recommendations to others considering the product:
We are pleased with JIRA, do it!
Incomplete Product
What do you like best about the product?
Integrates well with JIRA, but broader JIRA users are not permitted to respond to tickets.
What do you dislike about the product?
Non-Service Desk Users lack access as mentioned above. Configuration really requires the Automation for Jira plugin to create adequate rules. Workflow designer and general administration is good for customization but has an inconsistent UI and is unnecessarily complicated. Really, it's complicated. I suspect this is due to Atlassian constantly pushing training courses.
What problems is the product solving and how is that benefiting you?
Internal and external support management.
Recommendations to others considering the product:
If using for general support purposes, consider a product with more out of the box features.
Helpdesk ticketing by JIRA? Yes please.
What do you like best about the product?
The fact that we're already using JIRA to manage different projects made this a very useful addition to our Helpdesk team. We can easily move different tasks to other agents if it doesn't necessarily fall under our realm of expertise. Because our other teams are already in JIRA, it's a simple process. It has also provided our users with a much better experience submitting tickets.
What do you dislike about the product?
Complexity. Like all things JIRA, it's SUPER complex and can take a lot of time to figure out how to do things that you would thing would be basic. Mainly with editing different workflows and schemes.
What problems is the product solving and how is that benefiting you?
A better ticketing solution for our business with the ability to quickly collaborate with others.
Jira as project tracking software
What do you like best about the product?
What I like best here is you monitor every agile projects assigned per persons or per team in this kind of software which in tack with one solutions software only. Collaboration with project workflow, issues on specific topic
What do you dislike about the product?
It is good when there is a blocked or barrier column on why the project is still can't progress to collaborate with the team what are the good solutions with the problem unlike their Trello app which you can easily add a column who blocks why the specific project still not progressing.
What problems is the product solving and how is that benefiting you?
We see each other person tasks or to monitor every team tasks or their roles in the projects that assigned other than that this application is cool for those whose like simple interface for you to find out the workflows of the project by your team, what still in progress and what need to be develops with the project by adding or paste it with your incoming tasks in Jira.
Recommendations to others considering the product:
What I recommend with this software is the easily of use, simple management of your projects with the software, monitoring the progress of the version of your projects, monitoring every team or persons tasks with regards the project
JIRA Service Desk
What do you like best about the product?
JIRA Service Desk is very helpful and looks good for JIRA portal. As well this is very helpful in order to resolve when there is an issues in Bamboo. Bitbucket or anything associated with JIRA portal. Good for Devops and onestop shop for all atlassian products. As well good for ticketing in case of any issues like defects or incidents or anything needs to be done for the projects which is Agile in nature.
What do you dislike about the product?
Dislikes are:
1. Performance lag during high usage of business. Since of most of my projects in my company are agile we are seeing huge performance lags during high official timings.
2. License cost is more per user since its an one stop shop.
3. Need separate server since Agile in nature.
1. Performance lag during high usage of business. Since of most of my projects in my company are agile we are seeing huge performance lags during high official timings.
2. License cost is more per user since its an one stop shop.
3. Need separate server since Agile in nature.
What problems is the product solving and how is that benefiting you?
1. Achieved Agile projects in quick turn around since Tickets are created in terms of Agile projects.
2. Smooth movements since Bamboo, Bitbucket are involved.
3. Easy to get the tikets resolved in quick turn around.
2. Smooth movements since Bamboo, Bitbucket are involved.
3. Easy to get the tikets resolved in quick turn around.
Recommendations to others considering the product:
Good one as it is updated in the market. Licensing cost is involved for every user.
easy to use and help with managing the issues from customers
What do you like best about the product?
Easy to use and helpful for managing issues in between the team
What do you dislike about the product?
more default fields will be helpful, yes they can be customized, but you need to add them yourself
What problems is the product solving and how is that benefiting you?
Serving the customer needs, incident management an building the reports
Recommendations to others considering the product:
great to use within the organization and with customers
Heavy Jira usage in current role, daily use.
What do you like best about the product?
Customizable workflows and the huge array of plugins to support all business needs.
What do you dislike about the product?
Complicated to configure in places. Management of alerts can be complicated. Biggest complaint is "I am receiving too many emails"
What problems is the product solving and how is that benefiting you?
All ongoing work over engineering, PMO, Operations and finance are managed through Jira. Data Analytics around performance are gathered from Jira.
Recommendations to others considering the product:
Make sure you have someone who knows the product to help configure workflows.
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