Jira Service Management
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Great Helpdesk Platform
What do you like best about the product?
I like how it forces me and my team to attend to the tasks at hand. We can see all of the requests formerly in disparate emails in one location, and how long they've been there.
What do you dislike about the product?
I dislike the UI of the system. I often have users that don't find the ability to select the correct category for their helpdesk requests. My users often just select the first item on the list, which hurts the reporting features that we use on the backend to see where our biggest issues exist and how our resources have been allocated (by issue type) and how to better allocate those resources in the future.
What problems is the product solving and how is that benefiting you?
I am solving the problem of issues, problems and requests falling through the cracks!
Now, I not only get an email:
I have a dashboard, where all of my issues live
I have a timer that tells me how long this issue has been made known to me (which I can gamify and see how quickly I can clear out my issues
I get feedback from my users after I mark their issues as resolved
I have quantified data to show my mangers how I spend my time and where I may need more resources.
Now, I not only get an email:
I have a dashboard, where all of my issues live
I have a timer that tells me how long this issue has been made known to me (which I can gamify and see how quickly I can clear out my issues
I get feedback from my users after I mark their issues as resolved
I have quantified data to show my mangers how I spend my time and where I may need more resources.
Recommendations to others considering the product:
You need buy-in from managers, and the authority to sometimes force your users into using this or any service desk type solution if you've never used one before.
I often have to have my user go back and put in the issue after it's already been solved as a record for posterity when they still bring an issue to me directly, or send an email outside of the system.
To make it easier for my users, we also turned on a feature that let's them send an email (after they've registered) to a 'helpdesk@companydomain.com' email address.
I often have to have my user go back and put in the issue after it's already been solved as a record for posterity when they still bring an issue to me directly, or send an email outside of the system.
To make it easier for my users, we also turned on a feature that let's them send an email (after they've registered) to a 'helpdesk@companydomain.com' email address.
Service desk tool
What do you like best about the product?
Convinience, flexibility and appealing design. Good set of features, and logical steps to use its functionality. High level of usability and the tool is pretty intuitive
What do you dislike about the product?
Not a lot of choices for drop down values
What problems is the product solving and how is that benefiting you?
Trying to implement a multiphased project. The tool helped to manage tickets
JIRA service desk
What do you like best about the product?
ticketing and notifying users when some one made comments on the ticket.
we can even email the issue to the specific user using the tool which is really cool.
we can even email the issue to the specific user using the tool which is really cool.
What do you dislike about the product?
java updates sucks.
attachong screenshots from clip board is not easy
attachong screenshots from clip board is not easy
What problems is the product solving and how is that benefiting you?
escalating issues by raising the ticket and also can priotize the issues and can migrate solutionn to other environments
Recommendations to others considering the product:
lot to develop in this tool to gain customer friendly experience
Jira service desk review
What do you like best about the product?
It is very simplified and easy to use unlike some of the bulky and complicated software.
What do you dislike about the product?
Nothing in specific. Overall I think it exceeds my expectations.
What problems is the product solving and how is that benefiting you?
We are using it for incident management and to track them to find out if we need a new requirement created in our Jira stories. If they are bugs logged as tickets then they are fixed by Dev teams without needing a new story.
Service Desk is a great tool to track customer feedback
What do you like best about the product?
I love that Service Desk is integrated into our products so that testing is extremely easy for our customers.
What do you dislike about the product?
I wish there was more flexibility with the status of tickets. Screenshots need to work with HTML pages.
What problems is the product solving and how is that benefiting you?
We're trying to make it easier for customers to review their products before releasing it to their employees to use. It's great that it's integrated into our products, captures all the information we need to resolve bugs, and flash screenshots are excellent.
Use it all the time
What do you like best about the product?
I love that it interfaces with the rest of JIRA, which makes it really easy to direct tickets to other people for further examination or tasks. I also love that customers can log in to it and see something different from what we see on the back end, which means that the one piece of software works both internally and externally. There are lots of really helpful fields - it allows us to show our customers the progress on the ticket, comment on the ticket internally, pass the ticket along to someone else internally, and see helpful information like dates, links, and other pieces that are associated with the issue.
What do you dislike about the product?
I've come to dislike fewer things as over time the administrator on my end has tweaked things to help them flow better. I guess I'd love if we could better customize the types of information showing on the customer facing end and make export templates that would export fields in better formats.
What problems is the product solving and how is that benefiting you?
Service Desk allows our customers to submit issues and us to address them using our existing JIRA platform. This is huge because the two interface pretty seamlessly, which means that less of our work is tedious and redundant. It helps us focus on addressing the actual issues instead of getting bogged down in making two different interfaces fit together.
Recommendations to others considering the product:
Spending the time to set it up correctly & efficiently in the beginning will save users lots of time down the road.
Helpful in filtering customer feeedback
What do you like best about the product?
Service Desk is our main tool for receiving customer feedback. It is absolutely necessary in getting our product ready, and its easy to use even for the most un-tech savvy customer we have. Its incredibly helpful in streamlining our processes.
What do you dislike about the product?
The only issue I have with Service Desk is its inability to capture HTML5 when it captures screenshots. Other than that, it is a fantastic tool.
What problems is the product solving and how is that benefiting you?
This tool makes it significantly easier for customers to submit feedback and questions they have surrounding our products. They can click a button and know its being sent to the right person.
Jira and Salesforce Integration
What do you like best about the product?
Configuration options for workflow are powerful and do not force changes to business process requirements. Jira can adapt to your business process without many or any limitations.
What do you dislike about the product?
It's so configurable sometimes it's difficult to determine how to set it up.
What problems is the product solving and how is that benefiting you?
SaaS user stories for bug/feature tracking. Many to many relationship with customer SFDC cases works really well and helps with our customer notifications for issue tracking/resolution.
Recommendations to others considering the product:
Allow time for training and setup - ensure staff have the resources they need to be successful.
Great little program for any business
What do you like best about the product?
My favorite thing is the prioritization, too many products limit the ability to order your workload.
What do you dislike about the product?
To me it seems a little confusing to use at first, but more than likely it is because of the way our admin has it laid out,
What problems is the product solving and how is that benefiting you?
I am a product analyst, bugs and feature requests are sent through me and I sort them all through this program.
Excellent ticketing software, excellent integration with Atlassian stack, recommended!
What do you like best about the product?
JIRA is an excellent ticketing software that provides great customization and reporting. It is also very well integrated with the entire Confluence stack making the software a breeze to use in environments where Atlassian software is used!
What do you dislike about the product?
The search queries take some getting used to and learning, documentation around this aspect is not very very detailed. Reporting functions always takes a bit of extra effort to setup and customize to ones liking. Specific features within creating tickets also take a bit of extra effort to learn and to use efficiently
What problems is the product solving and how is that benefiting you?
We use JIRA to report development progress as well as issues in our deployment environments. By using JIRA, we are able to integrate software development, deploying issue reporting, debugging, user requests all into one single solution. This leaves very good paper trail that we can always go back to for reference. JIRA is also very easy to start and to use!
Recommendations to others considering the product:
If you are looking at implementing the Atlassian stack, I whole-heartedly recommend you to implement JIRA Service Desk compared to other service desk solutions. Its ease of use, customization and integration with the rest of Atlassian stack is what prompted us to use it!!
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