Jira Service Management
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Solid service
What do you like best about the product?
Easy to use, heaps of integrations. Cheaper than alternative systems
What do you dislike about the product?
Phone integration is expensive. We’ve experienced occasional outages with the heartbeat system
What problems is the product solving and how is that benefiting you?
Get notified of outages and urgent requests
New reporting might make this product a home run
What do you like best about the product?
The app rocks. Less than 3 years ago our IT department was still carrying a physical pager. We had to hand it off every Friday. WHAT A PAIN! Vintage may be cool in clothes and wine but I assure you it was not good when it came to being alerted of a technology challenge.
What do you dislike about the product?
The initial reporting was decent but had some holes. It looks like the new version is far more robust and will likely resolve a few gaps I was filling with a spreadsheet.
What problems is the product solving and how is that benefiting you?
We are a 24/7/365 company but our department runs lean and does not staff overnight or on the weekends. OpsGenie allows us to re-actively cover tech support issues as a team, thus improving quality of life while still meeting business needs.
Recommendations to others considering the product:
Reporting was decent before but the new reporting features are even more robust and make it easy to grade OpsGenie as an A. Customer service is VERY responsive albeit usually by web chat but I prefer that.
I use OpsGenie as a Systems Engineer everyday
What do you like best about the product?
Team based groups, with scheduling timelines and calendars.
What do you dislike about the product?
General alert fatigue, just like with any other monitoring system. Can't live without it and can't stand alerts blowing up notifications when systems go down but let's face it.. it's needed and required.
What problems is the product solving and how is that benefiting you?
Automated "Scheduled" On-call Rotations, Engaged Monitoring, Team Setup, Awesome Integrations as well. Proper teams (such as network engineering or systems engineering teams) can be held responsible for the alerts they acknowledge or miss for that matter. Without OpsGenie I would not get woken up in the middle of the night when i really needed to be. We're also able to maintain complete control without hosting it on-premise as well.
Recommendations to others considering the product:
At least "trial it". It is very feature full and can be as simplified or complex as you make it. The mobile app is also great and offers push notifications. I can get important alerts via email, sms, call, push notification, etc. It is all around a very good product and i would have a hard time telling someone to not at least try it out for their self.
OpsGenie works great for us
What do you like best about the product?
Configurability of alert groups and escalations. We were unable to set up our alerting and escalations in a way that worked for us in PagerDuty. But OpsGenie made it really easy. The Looker integration is awesome too.
What do you dislike about the product?
Sometimes the UI can be a little dense, where the item you're looking for is not where you expect it to be.
What problems is the product solving and how is that benefiting you?
Complex alerting and escalation across all levels of support, security and engineering. OpsGenie has simplified the setup of this, where it's now easy to do what we need.
OpsGenie Transition
What do you like best about the product?
Transition to OpsGenie, which involved setup of several support teams across multiple business units and multiple state and country local numbers was a breeze. As we continue to expand our 24/7 offerings the ability to setup new users, add new schedules and create new integrations is always smooth.
What do you dislike about the product?
Very little to dislike, some feature requests we have brought to OpsGenie's attention they are happy to hear and consider as future additions to product capabilities.
What problems is the product solving and how is that benefiting you?
Our previous 24/7 call provider was physically staffed and riddled with human error and frustrations. Transitioning our customers to OpsGenie was been refreshing as we have gotten nothing but positive feedback on the ability to connect with us quickly no matter the time of day.
OpsGenie increased our alert response times expoentially
What do you like best about the product?
I love the ability to fine tune alerts allowing us to get the alerts to the right people , at the right time, via the right channels.
What do you dislike about the product?
We are unable to override volume settings on mobile alerts for iPhones
What problems is the product solving and how is that benefiting you?
the Voice and mobile alerts, and mobile acknowledge allow me to hold NOC team members accountable to SLAs
Great system. Just a shame we have to use it :)
What do you like best about the product?
Really like the mobile app. Ability to override DND mode on android devices.
What do you dislike about the product?
Microsoft Teams integration is not as good as the slack one. Although that may be more of a limitations of teams.
What problems is the product solving and how is that benefiting you?
General monitoring for our system. It gives alot of insight into the health of our app.
Recommendations to others considering the product:
Much better to implement with android phones than apple ones.
An easy to use and reliable on-call tool.
What do you like best about the product?
I love how easy it is to send alerts and define new ones programatically. De-duplication is also great.
What do you dislike about the product?
I struggle with the UX on mobile sometimes (being unable to find who is going to be on call next and adding future overrides)
What problems is the product solving and how is that benefiting you?
OpsGenie fully supports our on-call rotation and it would've been near impossible to maintain our platform up and running without it.
Best tool to track your project tasks and progress
What do you like best about the product?
Kannan, customisation.
Best tool to track your project tasks and progress.
Best tool to track your project tasks and progress.
What do you dislike about the product?
UI interface. It's improved the mobile responsive. But there is lot of scope on mobile devices responsive
What problems is the product solving and how is that benefiting you?
Using for project tasks and planning
ITSM tool for all needs
What do you like best about the product?
We primarily use it for asset management,customer portal email integration and also bug fix,.So this being a powerful customer interactive tool,we get real time updates insights about the tool every time and also the SLA ,addons for almost everything .I am able to track updates ,manages incidents service request and changes and also deploy to IT service desk.The process workflow is so simple and can be integrated with confluence for dataflow
What do you dislike about the product?
Customizing some features requires a lot of effort and also the manual needs to be updated and its kind of hard to keep track of the old service requests,fetch them and make necessary modifications and refer them.More over i cannot fetch the old requests for reference either
What problems is the product solving and how is that benefiting you?
Integrates with other tools,also very powerful and also submitting requests via customer portal in real time -simply the finest service desk tool compared to its rivals
Recommendations to others considering the product:
Workflow and editing workflow are quite similar ,the expanded use of Jira is unbelievable and simply fabulous all the time.The knowledge base and community forums support are pretty good and i completely trust them.Even the ticket prioritization makes it easier to handle.For dashboard and ticket tracking i am always on it
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