Jira Service Management
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Service Desk - great!
What do you like best about the product?
- Easy to use bug reporting
- Easy to transition into other types of tickets
- Customer friendly
- Easy to transition into other types of tickets
- Customer friendly
What do you dislike about the product?
- Our current product is great, no copmlaints
What problems is the product solving and how is that benefiting you?
- Better customer reporting
Great case management interface
What do you like best about the product?
Jira is easy to use since the very first time, it's quite flexible and pretty adaptable to the worflows of every business.
What do you dislike about the product?
In some cases it could be more flexible. .
Workflow definitions are a bit complicated to use.
Workflow definitions are a bit complicated to use.
What problems is the product solving and how is that benefiting you?
Managing user cases from a support perspective.
Great ticket management
What do you like best about the product?
Very clean and easy to use interface, customizable, and the workflow visuals are great
What do you dislike about the product?
Can get confusing which 'Project' a given task was in
What problems is the product solving and how is that benefiting you?
Project flow and tickets for a web product team. Benefits around overall organization of requests and workflow is great
Recommendations to others considering the product:
Make sure you have at least one 'pro' to help guide others through the product
Use it to track projects
What do you like best about the product?
East of seeing the projects assigned to me. Priorities on projects
What do you dislike about the product?
It seems overly complex, and updates are made without adequate explanation,
What problems is the product solving and how is that benefiting you?
Manage sprints for software development
Recommendations to others considering the product:
Understand the options and ramifications when setting up projects
Easy Customer Feedback
What do you like best about the product?
I like that there's so many ways to filter and organize tickets that come in. I like that comments can be made internally and externally.
What do you dislike about the product?
I wish there was more that the tickets could show.
What problems is the product solving and how is that benefiting you?
It's easy to get feedback from customers and organize and prioritize the tickets. It's easy to move it around and come up with our own workflow within the organization to make sure the right tasks are being done by the right people.
Recommendations to others considering the product:
I wish there was some more customizability but they do a pretty good job with their features to make it flexible for all users and administrators
Jira helps me a lot
What do you like best about the product?
Issue/bug tracking, work logging, collaboration with colleagues and sprint management
What do you dislike about the product?
Too much information on screen, more than I require at any time.
What problems is the product solving and how is that benefiting you?
Jira helps our team tremendously in tracking our work and collaborating our work. This helps the entire team to be on the same page and we all know what we are working on. This improves transparency of our work as well.
Service Desk Feedback and Review
What do you like best about the product?
Great to be able to receive customer feedback in one place - much better than receiving piecemeal emails and docs with incomplete information (also much better than the software we used previously in terms of accessibility and UX.) Love being able to escalate submitted tickets to other ticket types - defects, feature requests, scopes, etc. Also really convenient to use in tandem with filters on my dashboard - sorting by submitter, status, etc. Ability to add both external and internal comments is also super helpful.
What do you dislike about the product?
Doesn't happen often, but kind of a nightmare to deal with in the rare case of an outage - few things worse than a request someone submitted not making it to me.
What problems is the product solving and how is that benefiting you?
As a project manager for software implementations, we have feedback streaming in from many customers from a whole bunch of directions at any given time. Service desk helps consolidate that, and keeps my inbox much cleaner than it would be otherwise. For folks on the customer's side who don't log in on their end to monitor ticket, always simple enough to pull an Excel export their way to keep them in the loop.
Being able to escalate requests straight into defect tickets is also huge time-saver on my end as well. compared to writing up the tickets from scratch.
Being able to escalate requests straight into defect tickets is also huge time-saver on my end as well. compared to writing up the tickets from scratch.
Recommendations to others considering the product:
Definitely recommend Service Desk, especially if you already use JIRA.
Great Tool
What do you like best about the product?
I love that JIRA Service Desk makes it easy for my customers to track their reported issues with our software. It saves me the trouble of answering dozens of questions per customer about ticket status, and also keeps any Q&A between me and my customers in a conversation directly on the ticket for the reported issue, rather than scattered throughout emails and phone calls.
What do you dislike about the product?
The widget we use for customers to report issues by generating JIRA Service Desk tickets takes a screen shot of the issue the customer is reporting. Those screen shots are reported to me as an internal JIRA user at my company, but not to my customers in the Service Desk interface for my customers. That causes some confusion and frustration. I also wish the user interface were a bit more customizable on an individual level, like JIRA.
What problems is the product solving and how is that benefiting you?
My company creates web software for corporate clients. We needed an easy way for customers to report issues an inaccuracies within our software. Service Desk makes it easy for them to report issues that I can escalate or redirect as needed internally. JIRA is where we track work on our product, so Service Desk complements that perfectly. All of our tasks stay in one Atlassian ecosystem.
Recommendations to others considering the product:
Great product if you need an external-facing system for reporting and managing reported bugs.
Easy to use, hard to master
What do you like best about the product?
It's really easy to get started and have a basic understanding of the tool.
What do you dislike about the product?
There are a lot of options and complicated ways to master the tool, so it's hard to master.
What problems is the product solving and how is that benefiting you?
It's a great way to provide customers with a traceable request list. It is difficult to get customers to use the tool sometimes, as it can seem a little daunting upon first glance.
Recommendations to others considering the product:
If your customers or employees will be using it and are easily confused, this may not be the product for them!
Life at Evolent with Jira
What do you like best about the product?
I currently, work the JIRA help desk for HPS - Health Plan services. Its fast and efficient.
What do you dislike about the product?
Nothing. I think its a great software to track flow of work.
What problems is the product solving and how is that benefiting you?
Day to day we recieve tickets for Applications (Aldera being locked, Any jobs that are running backend database, or escalating to correct resolver group within IT side.
Recommendations to others considering the product:
no
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