Jira Service Management Reviews: 4.2/5 — Solid Choice

I like that it's easy to keep track of when there's issues open that I need to resolve.

I do not dislike anything, because I work well with this.

I solve IT problems. Help desk support issues and I've realized that it's way easier for people to get in contact with me through Jira than email.

Capability to organize a project and having a overview of the complete project

Time requirement to make changes once the ticket has been raised

Project management

We were early adopters for JIRA Service Desk. It integrates flawlessly with our existing JIRA workflows.

There are some lingering bugs with email replies if the user replies from a different account. Else, it's pretty perfect for us.

We get a great ticketing system for our end-users that integrates with our project management workflows. We can track an issue, asset, or problem through its entire lifecycle.

Collaboration between different teams is amazing.

Speed is very bad. The pages take forever to load.

Writing software for solving issues of marketing.

What I liked about Jira Service Desk was their professionalism and willingness to fix any encountered issues.

As far as what I dislike, I do not have any at this moment.

One of the business problems I solved was managing who is doing what tasks. One of the benefits I realized was how useful Jira is, when managing tasks toward Developers.

Very easy to configure and highly customizable

Lack of available free training, expect more to be provided by atlassian

Project management and project budgeting

the way that you assign tasks and track it

the UI is like old fashion and is a little bit expensive.

software management

The best feature about this Service Desk is about integration, we use it to automate service outages and keep records of failures.

It was confusing and hard to use the first time, but after a while it was worth the learning curve.

We use it to document our customer's relationship, and to automatic send triggers when a customer's equipment or our own equipment failed.

Task view screen, reports, Backlog management etc.

There is nothing special which I don't like about Jira, it's a great tool and I will recommend it to anyone to use it.

We have been working on a big project where 3-4 developers are working and 3-4 project managers are managing. And we have got our work very smoother by using Jira

I like that some other roles in the company could have more impact in development process. For example, a sales agent could alert for an error showing stock for several products, and development team could track it easily.

I don't have any item that I dislike, maybe some things could improved but not fatal errors or something ugly.

Integration that other areas into development process. It has impacted in more revenue and more satisfied clients

As of now it is best tool to manage issue's. Best part is in single place you can manage your ticket you can upload the ticket related document or other information. You can comment and log the time with explanations. You can categorize your issues.You can create your own Dashboard.

As of now I don't see any reason to dislike.

We are providing support to Engineer to mange their Engineering Drawing if the End user is facing any issue then they can raise the ticket. In the Jira we can manage resources. Jira ii providing the clear picture of resource availability / load.

JIRA has an easy-to-use interface and lots of features that help organize my clients' IT tickets and prioritize them accordingly. The robust API allows integration with many software tools and gives me the ability to build my own custom add-ons! Also, the PRICE is NICE! A team of three developers can utilize the service for only $10 per month! That's a huge savings!

At this moment, I haven't found anything that I dislike about JIRA.

The business problems I am solving by using JIRA are making sure my clients has the means to report IT issues and be able to respond to and prioritize those issues in a timely manner. The benefits of using JIRA are the ability to build a knowledge base of known issues; ability to report on metrics that matter to my clients' business so that we can catch bottlenecks before they happen; ability to collaborate in real-time with my clients using one platform.

If you are looking for a tool to manage all of your professional services projects, jira is definitely the way to go. You can setup all of your tasks within the platform, upload the necessary documentation, and setup notifications based on your own specific business parameters.

I think that per user cost really impacts your scalability. I think that we are constantly trying to manage and scale down all of those users as best as possible. In terms of on shore and off shore resources it really is a great fit for what we are trying to do.

We have really improved the strength of our team, and visibility into who is doing what.

I enjoy using Jira because it is easy to set up filters for different projects making it better for organization purposes

I dislike Jira sometimes because it is not the most intuitive tool and can sometimes be finnicky especially when exporting ticket data into Excel format

Solving customers issues with various technical issues With Jira it helps to organize all ticket data and is quite easy to see and filter whichever data you want

It's been 4+ years with JIRA now, to begin with, the UI is incredibly intuitive and accurate. We are a team of 17 professionals spanned across the globe who contribute to the project every single day, hence this powerful tool is a must for us to keep the everyone in the team on the same page by assisting work progress shown in the best possible way. Kudos to the tool founders. Cheers!

I personally haven't come across any such dislike around JIRA yet, though the only attribute that it doesn't have is live chat. I wish this too was there in the tool itself to make project development ultra rich experience. Otherwise, there isn't anything substantial to go down as dislike.

A perfect cross-section of possibly everything in project development, right from the beginning of feasibility study to execution time to deployment to testing and production/regression. This tool keeps everybody in the team informed and helps in bridging the gap between people working in a project spanned across the globe.

- Easy to use bug reporting - Easy to transition into other types of tickets - Customer friendly

- Our current product is great, no copmlaints

- Better customer reporting

Very clean and easy to use interface, customizable, and the workflow visuals are great

Can get confusing which 'Project' a given task was in

Project flow and tickets for a web product team. Benefits around overall organization of requests and workflow is great

I currently, work the JIRA help desk for HPS - Health Plan services. Its fast and efficient.

Nothing. I think its a great software to track flow of work.

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.

It is inter-operable with other software

The interface is not what expected. It is complex to use by beginners.

Support tickets for developers

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.

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.

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.

make easier to mange project, know what other ppl doing currently know current status of current story

no reason Sometime it is buggy but mostly jS issue in my opinion, drag and drop is not really correctly working

track issue, search previous similar issue

Confluence integration for self help as access to Knowledge articles. Seamless and very user friendly.

The pricing (depending on how you use agents) can be high, but still very favorable in comparison to other competing products that cost 150 percent more.

Using to run a specialised service desk in Dev Ops. SLA engine is helping us keep up our service agreements to our support customers.

Both setting up, using and modifying a lot of the major Service Desk solutions out there tends to be complex, time consuming and expensive. This is not at all the case with JIRA Service Desk. It comes with easy to manage and powerful SLA setup options out of the box, workflows that enable setting up ITIL compliant processes in less than a day in a production environment and allows linking to JIRA Software, where related development teams can seamlessly integrate and take care of problem management. The ease of use for both IT team and customers is outstanding. And by integrating with an Asset Management add-on like Insight, it is a complete solution. Combined with Confluence, the tool also supports a great knowledge base solution.

JIRA Service Desk is still a young product, launched earlier on as an add-on to JIRA. Certain functions that one would expect to be part of the solution must still be realized with 3rd party add-ons. However, this is rapidly changing and apart from translations, the main gaps are more or less closed as we speak.

Provide simple and customer friendly IT support, but also customer service.

You can create portals that will be use by your customers, is easy to configure and it will automatic create a webpage where your customers can create tickets to handle problems or suggestion they may have. Our customers are also familiarized with the portal and they can review their issues and suggestions at any time.

When you want to configure custom fields for your portal, is kind of complicated where to put your field and how to use it, but just the first time.

Many of our customers where having issues in the product and they were sending to mush emails, whit this tool, all the issues are being created in the portal and the tracking is easier. Also, they can log in in your system with an user and password and review their tickets, status, development, solutions etc.

I love the customizable dashboards, which can be layered for maximum efficiency. I can track tickets entered by my team, those I oversee, or simply review the open issues that I'm working on at any given time.

This is nitpicky, but I wish I could stylize my dashboard more. While the dashboards are straightforward, I would like to make them more visually appealing. The search feature can also be a little too specific; I'd like to be able to type in the ticket number without the type abbreviation (ie 1840 instead of IMP-1840) and still get matching results.

Most of my tickets are so that our developers can investigate a clients' integration between our system and their partnered ATS.

Out-of-the box online portal for customer tickets Satisfacion feedback when ticket is closed Automatic user account generation when customers send initial email Cusomization of SLA reports (per user) Suggestion of online guide articles when customer types ticket description

How notifications work is tricky to understand When someone opens and email on linked email account, it is not synched with Service Desk

We are managing tickets of our customers, follow its statuses and collaborate with our customers. We monitor SLA compliance - if we are responding in align to our contract with a specific customer. We get satisfaction rating and comment when ticket is closed.

The service desk is really easy to use. Users don't have any problems submitting or updating their cases. It allows you to customize almost everything. There are a ton of plugins available to add any feature you can think of. Reporting dashboards are incredibly easy to create and share out.

I have yet to happen upon something I don't like!

Allows us to track our service desk cases and monitor SLAs effortlessly.

As a knight needs a sword, a support team need a tool to do a good job. JIRA Service Desk is useful to manage a wide spectrum of problem and make users very happy people

Actually, I have no other suggestion for developer team. JIRA Service Desk is OK

Personal asset manager

Ease of Use by both admins and customers

Licensing issues with "Non-agents" and "Customers"

JIRA Service Desk helped us create a marketing service desk in just 2 months. We can now create campaigns and marketing reports in record time freeing us up to do more projects.

I like the abilty to track and see the progress on all of our customer requests

Not much that we don't like.The only issue really i have been having is getting the actual copies of invoices.

We are using the zen desk to properly track the customers issues from intake to the resolution. this also helps us note where we can improve on our end, when it comes to response time.