Jira Service Management Reviews: 4.2/5 — Solid Choice

I started using Jira at the start of my career, and it has been a very user-friendly experience as a fresher and now, when I assign tasks to my teammates. It helps in keeping track of the progress as well as managing all the functions that are being assigned. Even the deadlines can be estimated based on the progress track from the tool

.As a fresher, there were some difficulties that I faced in understanding where to look for past tickets or who else worked on the key that I was assigned to, as well there could be an internal chat feature that would save a lot of time for the uses who has to wait for the client to reply on a comment.

We use Jira to initiatively protect and alert about all our clients' bugs and keep track of their progress and improvements. It also helps to show transparency on who the assignor is and who has been assigned to a specific task. Custom filters and sorts can be created to save tie as well as in case the workload is more than one user can complete; it can be split among others to complete the task in the specified period.

The best thing I like about jira is it's ticket management system. The tickets are so well organised. In proper different stages, to-do, in progress, in review and the different stages created by client/business owner.

The thing I dislike, not like so much about jira is ots graph structure for different sprints. I mean yes the velocity charts is nice, quite informative but they could be better.

Jira helps solve the product and project management methodology. By organising tasks into separate sprints, assigning tickets, and respective graphs for all the sprints. Really helpful for the Scrum master.

Proven and flexible - perfect companion to the rest of the suite.

Stock SLA management is limited and relies on addons to shine

Client support ticket management

Allows me to collaborate with my team easily despite being in remote locations

The navigation of the menus. It requires too much back clicking

It benefits me in that I can know what issues are being handled by a member of my team

JIra has been an user friendly interface that allows me in monitoring progress and efficiently handlingteh allocations of tasks.Additional, it allowsfor the estimation ofdeadlines based on theproject's progress which isa valuable feature. Ease of implementation as well as customer support are also a plus.

In the beginning I encountered some challenges in terms of locating the previous tickets and who handles the same. Other than that my overall experience had been great with Jira.

Addressing and documentingall the issuesencountered by clients,while overseeing their progressand new developments.Jira provides clearvisibility regarding task assignees,facilitating seamless communication with both client and service providers.

1. The ability to manage teams and tasks across geography and across verticals. 2. The ability to see how well the team is doing, in terms of deadlines, the avg time took to solve a bug, the number of p0 etc. This helps in reflecting what are the areas to improve as a team and function effectively

There's nothing much to be very honest. Everything works seamlessly and Atlassian is a customer focussed company which keeps collecting feedbacks and improve/implement them.

Effective team functioning (self managed teams) Effective Cross teams collaboration. Effective Cross countries collaboration. Saves time and efforts of engineers.

We can create custum dahsboard also we can see all data on single dashbord in multipal ways. The user interface is great. we can create new PRs from this tool it is good new features. we can tracking /planing of project.

we are facing performanace issue. Somtimes it is difficult and complex to configure.

Need to work on filtering options. some difficulty in filtering subtask

What I like best about Jira Service Management is that It works pretty similitar to jira software, if you know how to use jira software you will have no problems with this tool. Simple but powerful.

What I dislike about Jira Service Management is that it translates poorly to other languages, if you choose other language than english it will be a terrible mix between english and the language you choose.

Jira Service management helps my organization to keep track of incoming work from external customers and internal requests so we doný have to check 2 tools to keep on top of the pending work.

We use this for helping serve our customers with a knowledge base and support ticket portal, so they can raise tickets and request in line with contract SLA's and to keep them simple and easy to review at any time

Permissions, we have admins that could manage the platform but as soon as they are added in as a user they instantly use a licence when they are not acutally using the systme on a day to day basis. Customer Service portal could be a little bit easier to customise/manage

Internally fo us support tickets relating to change requests and development workflows, but also to serve our customers and provide them with a portal for knowledge and instructions sets but also release info and bug fixs along with trianign and support tickets

Jira is free for up to 10 users to manage many projects.

It would be nice to have premium features for free too.

With this software we can manage many projects at the same time.

It is very user friendly. Very easy to track the ticket. It provide customized workflow so we can design as per our requirement.we can integrate with other tools.

Currently I'm not seeing any issues but data import can be improved.

It helps me to track and manage it ticket over the organisation.

Jira is our best buddy when it comes to creating topics that we will need during meetings. We were able to setup topics and put deadlines as well. We can also leave comments on every post.

There is nothing that I dislike about Jira. It is one of our best applications that we used on a daily basis specially that we always have updates that we need to cascade.

With Jira, we can always set up reminders for meetings. We can also create tickets whenever we have issues with software and hardware. We also have the option to ask for access to certain apps and websites, which is really helpful.

JSM offers easy customization and separation of customer support "portals," as well as support issue management in a format that's already familiar to our devs.

Unless you're already familiar with Jira management, the learning curve can be long and steep. I highly recommend using the Atlassian Community and researching prior to starting JSM build or customization.

My current company has used JSM internally for personnel IT requests and a different solution for client requests. In a former life, I used JSM with customers and found that having support issues follow the same general flow as development issues helped everyone on our teams conceptualize ITSM issue progress better than having a siloed flow just for support.

Jira is great for us to interact with both customer's and internally. Being able to link my dev ticket with a customer ticket to make tracking easy and when an issue is resolved it's easy to reach out.

there isn't enough capabilities for outbound emails. when i send an email ticket out with an attachment the customer does not see it in the email and will need to open up the helpdesk to see the attachments.

We use Jira both internally and externally. It is easy to link out a ticket to a colleague and have them see and interact with the same customer or internal ticket. This makes keeping it all centralized and easy to use.

You can register unlimited customer, this way you can get all of your stakeholders to be part of the ticketing system.

it's not that cheap if you have lots of agent

You can easily manage the number of requests and allocate it to your available resources

It helps to manage team and task across the globe. Easy to track how the team is doing and can track deadline. Easy to use and user friendly. Documentation part is also great.

Cost is little bit high for small organisation. Mob software jira should be improved.

We usually used jira to assign story to associate in sprint

Task management across the departments. Incident Management Change control Review before submitting Flexible and Customisable Problem Resolution Management cards. Dashboards and Workflows Ticketing

very slow interface need to add more features

Incident managemnt and Analysis of root cause Keep track of change control Ticketing for Deployment etc

Jira is easy to setup team scrum board and smoothly access to track agile methodlogy in team with create multiple teams and track those in one scrum board and managing

Jira service should work more on data importing so that we can add more thing in bulk using external files using excel or other documents. To avoid less manual efforts

It helps to create ticket assign and manage and helps to track each activity for scrum master and manager level person and we can generate report and piechart for presentation

1. Easy to use and understand 2. Seemless integration with other tools. 3. Great documentation across various use cases. 4. Brings visibility of work that is being done in a team 5. Helps to track progress, deadlines and contribution of team members

Some documentations are hard to understand, making Jira ineffective to use. More documentation and on-chat support can be helpful to achieve clarity on usage and setup of same.

1. Workflow management 2. Tracking of work of team members 3. Incident management 4. Resolving issues before the deadline 5. helps to recognise what issues clients are facing to improve the existing system.

Easy to use (intuitive) and simple to configure to ensure both internal users and external users (customers) can engage, collaborate and track tickets. User notifications are easy to set up and keeping the customer informed is straight forward.

If you want a tracking tool out of the box that provides straightforward functionality, then JSM is a great tool. If you want to start performing more advanced tracking functions, automation, asthetics etc. then everything is an 'add on', so the cost can be inflated quite quickly. I would recommend truly understanding your requirements to ensure JSM is fit for your purpose out of the box before proceeding to ensure you're aware of future costs.

It's a very stable platform that empowers your own staff to configure to meet your own business' needs. This allows us to engage with customers and suppliers in a simple manner, providing them with a great user experience.

* Raise a ticket for IT and tech support to resolution a issues with TAT to solving a problems. *Tools of various levels for Help to work smooth process as well creation work Nature. *Various levels of spoc will conect and involved with this platform to be collaboration pretty well .

*Mobile software app of jira is Doesn't work great . *It's allow to work load hevay sized filled . *Customer can be accessed this software due protection. *Need to Improve UI

Any Issues regarding Tech support, IT help desk to escalate to various spocs levels and slove a problems in Tourn around Time. Benifits of Raise a ticket to slove problem and work smooth and hardels could break.

The way we can add all details in tasks and can create sub tasks.

Nothing much but GUI can be more user friendly. Sometimes new user struggle from where he can see projects.

It is a efforts tracking and issue tracking tool foe agile methodologies.

Managining the change management process through Jira is one of the best way and I believe it is widely used. There are options to integrate to almost all the known CRM tools.

Nothing so far, everything is pretty smooth

Managing change management tickets and we also used it as our support portal

We can easily raise any escalation-related issue on JIRA and track them properly

It's a bit clustered and sometimes difficult to find the issue

Tracking all my escalations at one place

Jira has very good workflow for each service request created and it would help us manage all the incidents.

The incident management forms requires more options to cover all different types of incidents in an organization.

It helps us to manage the projects by helping the team to review all the requests created by different team members

Jira is easy to use . Admin and user both can track everything from here . Also we can do many customisation here .

I couldn't find any things wrong here . I am using from last 2 years . But couldn't find a single bug .

Admin can assign issue to the employees from Jira . They can track the status also . User get notifications when admin assign any issue to him .

Create ITSM from scratch with many template options (IT, HR, General, etc.)

Pricing is quite expensive for small organization

Integrated system with Jira Product

Jira is an excellent tool for project management. Best part is we can create and track multiple things like feature, related stories, task, incident and much more. It even gives us confluence where we can create documents, guide and all with different different templates which can be further useful for other team members.

Nothing much to dislike but one thing i would like to highlight, as part of integration with other systems we see a minor issue with the mapping, special if we have integrated jira with service now. Example: in service now we have mentioned any text like hello "world" Then in jira it shows as hello "world"

It's good that we can track our backlog tickets, stories, even if it is part of past sprints or PI. It really helps us to maintain our efforts, comments and activities. Even useful for follow up.

Its easy to track work in jira and easy to assign to others

Have to use it bit carefully.if something wrong happens you to be carefull

To manage all the work which is assigned to anybody in team .jira is best to track them

Jira is one of the best tools used for agile project and incident management. It has integrations out of the box with its other atlassian tools such as confluence and bitbucket

There should have been many options for the ui customisations like changing the theme and icons. Sometimes I feel the ui is bit clumsy and not organized well

Project management, incident management, agile projects. All the sprints related activities are logged in the jira. It also provides us the scope to visualise how each sprint is perfoming like velocity charts. Etc