Jira Service Management
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Jira
What do you like best about the product?
Open source, intuitive, collaborative, user friendly
What do you dislike about the product?
Not many things I dislike pertaining Jira, may be it can also
Provide access to sprints closed and historical tickets associated with them
Provide access to sprints closed and historical tickets associated with them
What problems is the product solving and how is that benefiting you?
User stories, bugs
Recommendations to others considering the product:
Na
First time felt like a pro
What do you like best about the product?
The short time it took to actually learn it. I used it for a week and felt pretty confident handling the resource on my own.
What do you dislike about the product?
Nothing much I could find wrong with it in a weeks use. I would say a little more modern tutorials on the subject would help.
What problems is the product solving and how is that benefiting you?
Quick and detailed IT support desk resolutions. Much easier than others I've used.
Like our hotel handles the bugs of our software
What do you like best about the product?
It allows us to provide our software provider all the information it needs and keep track the timeline.
What do you dislike about the product?
The way to build filter is a little bit tricky
What problems is the product solving and how is that benefiting you?
The service is provided by our software vendor, allowing us to open the reports.
Good and Interactive Interface
What do you like best about the product?
The best thing that i like is the "TRACK YOUR ISSUE" option that is available and we can have a continuous track over the request that we have raised and the assignee who is handling the request. We have full control over issues and requests and follow it very closely. The name of the person whom its is assigned is also provide . So it is easy for the users to follow the issues. The customer support is very good when the service is down .
What do you dislike about the product?
There is an option to assign the requests to some one . That option is what I dislike because that process is like ordering someone to do the work other than requesting . It may lead to mismanagement of peoples work As one person may end up in solving many requests.
What problems is the product solving and how is that benefiting you?
When we have to raise a ticket for getting access to certain reports like SONAR or HPE-Fortify we people use the JIRA service desk to raise a request and get our access. We as team also use the service desk to track the entire teams progress in terms of getting access and finishing their work.
Recommendations to others considering the product:
Use this service as it makes your life easier . Helps in improving the CICD works so that there is less human intervention and everything in done automatically . One more thing to appreciate is they have a very good customer support to support the clients in all instances.
USe Jira
What do you like best about the product?
USe Jira for escalation tickets within IT team
What do you dislike about the product?
IT it difficult to keep up with the updates from each ticket
What problems is the product solving and how is that benefiting you?
escalations within our IT teams. Ex. Desktop Uses JIra to create ticket for Net ops team
Service desk for all
What do you like best about the product?
The service desk help a lot to track different IT support activities and provide a tool to monitor the SLA provided by compny that is working with us.
What do you dislike about the product?
What I dislike is the same of all this kind of tool, the deploy to the user give us the chance to provide a best service to the final user, because we can provide a layer to share the support with also some external company to cover different time zone, but for the user that in the past was used to have a direct contact or a phone call sometimes this doesn't seem an improvement but the see this tool and also the other similar too cold and the perception is that this is impersonal and not help like the normal use to go directly to the tech people
What problems is the product solving and how is that benefiting you?
We start to use this kind of tool during the migration of our ecommerce to aws, but now we are working to open this to all our users, expecilly for the sales people to provide the best help when thery are with the customer
Hosts a lot of content, but the content can be hard to find.
What do you like best about the product?
I like how much content you can add to JIRA. We are able to use it to host a ton of content and there's plenty of organization to that content.
What do you dislike about the product?
It's not easy to find all the content using the search engine, breadcrumbs, or menus. I want to find things easily like I do in other content management systems. However, I find there's no real convenience in finding content even when I'd just worked on it.
What problems is the product solving and how is that benefiting you?
We are using it as a known issues knowledge base. We have found that we can host plenty of content from different users at once. This is very helpful for a company with plenty of contributors.
Recommendations to others considering the product:
Great for working with IT-related issues and helping with customer support.
Great task/service platform
What do you like best about the product?
The simplistic approach JIRA takes to service desk/ task assignment and completion.
What do you dislike about the product?
The UI can be a little "hard" at times which results in a little bit of a training issue for non-techy support staff.
What problems is the product solving and how is that benefiting you?
We use it to track bugs, dev projects, and most importantly it is our communication tool between our dev staff and the customer service team.
Recommendations to others considering the product:
There are lots of other ticketing/service desk software out there but if you are looking for one that works seamlessly and is easy to understand right from the get go then JIRA is a great choice.
JIRA, Issue tracking tool with a lot of possible API tie ins
What do you like best about the product?
Multiple ready to use and customizable workflows for issue tracking, Good user and group management features, Good project dashboards, very useful to get status of issues, especially for use with higher management and program managers.
What do you dislike about the product?
Cost - Enterprise license costs are considerably high, but since we were a non profit organization, we did receive a waiver on the license cost. Could have a steep learning curve for tech and non-tech users initially (especially in administering new project with different workflows).
What problems is the product solving and how is that benefiting you?
Logging user issues, especially clients who are outside the company (federal government clients)
Recommendations to others considering the product:
Highly recommend
Good for tracking tickets
What do you like best about the product?
Easy to setup and configure from an sys admin perspective
What do you dislike about the product?
Can be difficult to troubleshoot when there are issues with the application and/or integrations
What problems is the product solving and how is that benefiting you?
Jira helps in creating audit trails for PCI and also helps in tracking incident reports.
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