Jira Service Management Reviews: 4.2/5 — Solid Choice

In these times when the way of working is changing to a teleworking position it is important to be able to have a correct management of the tasks of the team, I love the function "add a participant", I end up highlighting that once a project has started, finding and managing things and having a track is really easy comparatively. The ease of use is the most useful nowadays, for beginners or people who have a hard time handling some products so this application is preferred to use, it is quickly and you can incorporate more than 100 people and desktops in a period of two weeks improved the workflow of the organization, it is also very easy to use when it comes to handling incident tickets. You can also generate reports to better interpret the number of tickets we handle every day. The support is very fast and has solved our problems through TeamViewer as a quick fix, so we didn't have to wait for our admin.

It usually happens that updates; has problems that take time to update or sometimes generate errors. Of the rest it is excellent.

It is an excellent tool to keep track of all tickets and download all tickets in excel format with all comments and attachments, plus we can track and perform tasks comfortably when working between several domains. It helps you greatly for the workflows of the organization that are designed as a versatile administrator and he keep track of all the software, resources, market, development, finance, human resources, constitutional and audit processes, an extraordinary application. For tickets with Jira Service it is easy to solve the problem because there is a specific answer where you can simply click, it is very organized when it comes to handling tickets to solve.

Out of the box feature set especially the helpdesk. The atlassian workflows are good and easy to configure. Features like inbuilt SLA reports, Dashboard widgets etc are very useful. Easy and intuitive to use. Very user-friendly UI. UX is awesome

Start of week is sunday and cannot be changed and this has led us to using workarounds like SOW + 1D etc to make it Monday. This is a very easy configuration and should have been provided by Atlassian. The visual elements of the reports are not configurable.

Internal and External helpdesk and service desk. We are the atlassian consultants for may of the clients. Their whole service management runs on Atlassian JSM and software development on Jira Software.

Minimalistic UI, easy operation. Atlassian cloud is reponsive and fast. The atlassian out of the box SM is very customisable and has a lot of options. Similarly the ITSM workflows are also very good and is configurable

Start of week option is Sunday and cannot be changed. Eventhough the reporting options are good, atlassian could put some work into it. For the purpose of simplicity and UI attractiveness, they have let go of legends and markers and lines pointers etc in the visual reports and cannot be added/customised

Internal ITSM tool, customer support tool

Best about JIRA story is very user friendly and custom based were can add related fields like the score which denotes the amount of time worked on each requests

I have not come across anything which dislike so far

We used in our environment to track each service which we implement in our production network.So this JIRA story will help anyone to understand the progression of each task

It is best for managing and projects. It helps us work and collaborate with the team teams on a single platform. It is the way to track bugs and prioritize them accordingly.

Sometimes I face the Jira server is less responsive. It could provide a better UI to create a better dashboard.

We can create different Projects with several teams. We can prioritize the works based on the priority. It helps to create project management-related works which can be tracked easily within the component owner. We can also add the labels to put in a separate order based on the issues.

The UI UX of jeera is very good and to the point. Also, jeera has proper field to describe and categorise the issue.Overall it's very easy to work on jeera as it has all the things that a developer should know about his issue.

There is nothing as such I dislike about Jeera software but yes they can certainly a little bit to add more subfields soo that the one who is raising the issue should not miss the details.

We use it for tracking issues and incident that generally occur during development. It's a good way to solve issues and jeera provide us an easy way to track and patch those.

Simplified UI and Ux. Great for collaboration with the team. It is easy to create service requests in jira service management. Really easy to customise dashboards.

Lot's of features available so need somw time to explore and get to know all. Finding things or features are difficult some time also it gets stuck when open issues are more. Can not add comment for multiple similar issues one time.

Using this for service desk issue and tickets management for a client.

Tickets for support can be managed all in one place instead of across email aliases

Occasionally the user interface for adding individuals to view or address tickets is non intuitive. For example, people are accidentally added to tickets sometimes

As a one stop shop for tickets, there is no longer confusion over where to send requests, saving users time and effort

It is flexible to work with. It can be integrated with any tool using the API and automate the ticketing process. also present in clod for proper operation and maintenance

I don't have any dislikes. It is one of the finest tools I have ever seen.

One of the finest ticketing tool with multiple tool integrations

Transparency and automation of existing support cases works good. JSM has high uptime

Atlassian pricing is not cheap and support for small companies through user-driven forum.

Client support cases are now much better handled compare to use JIRA build solutions.

Jira Service Management makes it easier to categorize service requests, incidents, problems, and changes by organizing and prioritizing these requests in a single place and keeps my team on track with goals.

Everything is good, but customized dashboard creation and adding pie chart representation are a bit complex.

For daily ticket/Incident/service request Status update, file sharing in the ticket, and workflow for the approval process. To keep track of all tickets and download all tickets in excel format with all the comments and attachments.

When using the software, it is very easy to use managing and streamlining the projects according to the requirement. It is a great tool with a perfect overview to work with. Once started a project, finding and managing things and to have a track is really easy comparatively. User friendly is the most useful thing nowadays, for the beginners, to prefer this application. Also, it is easy to keep the track of the issues created and resolved.

Sometimes it feels confusing as to search a ticket, unable to find them with proper category and mentioned filters. If a user is having a lot of tickets then trouble begins finding the old one even with proper title and categorization. Other than that works really good.

As mentioned, it's user friendly to like working with them with good UI and required parts observed easily. The whole scenario of managing the bugs and tracking the solved ones is the main benefit after starting using this application.

This tool is great for alloting things to people and keeping track of it

UI slightly but not much, notany things to dislike

The inventory management is eased so much. With all the details of each and every quipment like price , time, modle etc

The ease in which you can set up and pulbish a new servcie desk is fantastic. Scales nicely we run over 100 services desks and have a minimal support team to support.

lack of flexibility in portal intake pages, there is not a lot of cusotmization that can be down with the portal pages as they are. Grouping pages together is also not very easy.

Quick roll out of servcies. Sepration of project form intake work. We rapidly moved onboarded over 100 poeple and desks in a two week period.

help us organizing and directing the project to a right way

backend a little bit complicated. service desk is a very nice tool but the cost is too high for small companies. for 5 agents or less should be less expensive to be able to support such services and thus more subscribers

Tasks related to my clients

It's pretty simple and straightforward to use.

I dislike that when you add a media file, it isn't transferred to the ticket.

We usually handle dev or technical related tickets.

Jira was a tool which was so user friendly that it used to get integrated easily with other CRM's and was easy to manage tickets.

Viewing of tickets was sometimes not so user friendly

Tickets raised to engineering teams about feature request or something broken within the code. It was easy to track down the progress of the ticket.

I do appreciate the ability to customize service configuration.

I would like more tools for presenting trends and performance statistics

We needed a tool that can allow worldwide staff get see customer service requests and to allow status and updates to be instantaneously seem by the whole team.

The most compelling selling point is that it integrates with other Atlassian products. We were already using Jira and confluence so it was a good fit. Also extremely helpful is that it is divisible into different projects, so it is very useful for different departments. Default reports are useful and well designed. Customizing ticket workflows helped to meet some of our more complex needs. Less important but still a nice to have - the overall interface is clean and modern and definitely is a market leader when it comes to this based on other platforms we've explored. Atlassian forums are a great way to have questions answered.

Back end UI could use improvement, such as ticket management (which can be improved by adjusting workflows) and it would be great to be able to use custom URLs. Knowledge base is not included and you have to go with Confluence for this piece.

Ability to better manage help desk interface and provide a superior level of service to end users as well better manage internal resources when tackling tickets.

Jira Service Desk allows you to have better control of the incidences and bugs that happens in your code. It's a good tool to centralize as well all the IT (or any kind) of request, avoiding them to get lost in, for example, your email. It allows you to have control at any moment of the status of the bug-fixing and sends automatic notifications to the users every time that some update is done.

It would be helpful in my opinion a bit more information about how to set up all the environment. I also would enhance automation functionalities.

With the implementation of Jira Service Desk we found a way to centralize all the bug reports, incidences, feature requests... that were asked before through the email. This avoids a lot of noise to the team and allowed a better management of them, having better control and monitoring of this requests. It also allowed us to identify, through the informs that the software does, which were the users or departments that had more problems and take metrics of the number of requests that were delivered to our team.

Best thing about this product is that it can be changed and modified to fit customers desires. You can create many type of tickets and task names for different uses, tickets creation requirement fields are also flexible and can be what ever you want. Who,when and for what reason created a task is also visible on the ticket and you can give permission to changes differently to different groups. Also its very cheap for what it can do so its a great snatch.

First thing that annoys me , is that video upload to the task is limited to 10MB. most of the videos are more than that , so I use drive to upload videos and then move shareable link to the ticket. Also when I'm opening tickets from mail, sometimes it requires me to log-in (when I'm already am) and when I click log in website gets redirected to main page.

I use jira service desk everyday for reporting bugs, issues and change requests. Using it is very simple and creating a ticket is a 2 minute job. You can modify your essential fields when creating a ticket to perfectly fit your desires. It has wast ability to change and transform to have multiple categories of task & tickets, status of ticket can be couple of things (fixed, ready for evil ETC)

Service desk has helped streamline and organize the amount and types of requests coming in to my team, which services internal customers in support of one of our customer-facing products. It's really easy to get the hang of (I trained others how to use it with only a week of experience), and I've found it to be really customizable. I love that users don't have to be logged into our support portal to submit tickets (they can do so via email), which reduces the need to train on the portal for infrequent users. Queues are customizable so I can set up individual lanes for each team member, request type, or request status.

My only complaint is that out-of-the-box reporting functionality is clunky to set up. I'm not able to easily create custom fields and the existing components are somewhat inflexible. I'm not able to download reporting or connect it to other sources, which creates extra work for my team that uses centralized reporting across all work streams.

My team uses service desk to mediate requests between customers (both internal and external) and engineering. The ability to clone and migrate tickets to other teams' work streams has reduce the amount of time I spend writing emails and sitting in meetings.

The interface is very friendly and elaborative, the application features along with integration of Jira software are quite extended and more than enough for quicker and reliable update and management of issues and activities of the organization.

The integration was easier but the vendor support was not up to the mark during initial implementation, though the service desk features IT support to be collaborating with Jira issues, but the monitoring of the tasks had to be done by individual management responsible person.

With this application along with Jira out team use to collaborate and manage issues and bugs of the application and new project tasks, the ease of application proved to be productive for timely completion of the tasks required.

The tool was very useful to have our customers file tickets for issues they saw within the product. The tickets were very helpful to review the issue, and keep track of the progress of the ticket as it moved across different teams within our organization.

It can be difficult to keep track of all your tickets sometimes. If a customer submits a lot of tickets, it can be easy for a ticket to slip between the cracks.

Jira Service Desk provides the benefit of being able to allow for issues to be resolved cross-functionally. The tickets can be used to put as much information as possible about the issue in, so the next person who is working on it can have a lot of insight into the issue.

Jira provide us best agile methodology for software development, as well as for other industries. Kanban board is also best thing which provide us ease to check workflow like which task is in which phase. we can integrate other plugin with jira like slack, task scheduler and many more.

Managing a team is tough, like giving task , creating reports and most irritating thing is prizing, which is costly for startup. Documentation of jira is little bit tough to read because accessing it using REST api is difficult

We do assign task to team mate acknowledge their work done, future task.Project divide in chunks and deliver in short span of time

The application support is very well suited for productive and engaged/busy management activities in an organization, the tool features are very helpful for easy implementation and reporting of issues. The interface is also very friendly for faster and improved performance of the teams.

The application is very helpful in easy management of any issues and project related tasks, but there is less options for automation all the work has to be programmed and managed manually, but the features are so that they ease the work very well for an admin or support operand.

With Jira service desk application our organization use to manage the support and project agile development services, the application implementation was also very easier to setup to multiple systems of the organization and also with great support.

Opsgenie is a great tool. We not only enjoy using it for monitoring but the ease of integration, On-call call out, Alert description features give us end to end solution for our daily workload. We love the way one can work on automating a lot of things right from the moment an alert is created.

A feedback for this can be given by automation as those guys worked on the integration. So far I am happy the product and feel the only opportunity area will be that at times it misses out to call the right people. This could be because of integration or on-call schedule not right. Another thing I can think to be worked out on is the MTTR data.

We have a couple of 3rd party tools directing our alerts on various severity to Opsgenie. This helps us to utilize it as a one-stop solution which includes monitoring, incident management and reporting the MTTR.

The best thing is the escalation option, which makes sure your alert will be acknowledged by someone ,if you miss the push notification you cannot miss the call from opsgenie. Also you have a nice alert analytics and reports Has integrations with lots of software, and so it was easy for us to use it with our existing monitoring tool ( icinga ) Escalation policies help you to decide who and how will get notified if an alert it is not acknowledged.

if i have my phone muted, Opsgenie will override this, and will play notifications at maximum sound ( which is good ), but when i put my phone back to normal profile , my notifications sound level remains at minimum ( i am using android on my phone ). When i get called by Opsgenie i find it very difficult to understand what the robot lady is saying about my alert, it is usually easier for me just to hang-up and then go into the app and see what alert is it about. Maybe a slower/better spelling of the robot would be more useful

All our server alerts are sent to Opsgenie and this way we make sure no alert will remain untreated , and also we can have a nice overview over our alerts in the past, helping us to see the load of the on-call person and also how fast took him to acknowledge and solve the problems he encountered over his schedule .

User-friendly tool. easy to understand. mass notification, alert assign

Need to Improve GUI. also very slow so need to Improve

The mass Notification feature is good.

The option for multiple integrations has allowed us to create a full alerting and escalation tool for our business.

Page refreshes on the alerts lists can be a bit cumbersome but generally the system is easy to navigate and maintain.

This has allowed us to build a comprehensive monitoring and alerting platform fulfilling our need for Out of hours alerting and escalations across multiple platforms.