JIRA Service Management Reviews

Pros

To accommodate the fact that various people have different ways of doing things, this user interface may be easily altered to fit individual needs. Jira makes it simple and quick to design and implement unique workflows and rules. One way to break down large projects into manageable chunks is to keep everyone in the loop on how things are shaping up.

Cons

Jira's flexibility allows for personalization, but more in-depth modifications may call for specialized skillsets.Performance difficulties: Some users may have performance issues, especially when working with larger projects or those that include complicated procedures.

Pros

One of the aspects I liked most about Jira Service Management was its exceptional incident resolution efficiency. The platform truly excels in streamlining the incident management process, enabling our team to respond swiftly and effectively to any issues that ariseWith Jira Service Management, we were able to create a centralized incident ticketing system that provided complete visibility into ongoing incidentsThe automation capabilities of Jira Service Management were a game-changer. We were able to set up predefined workflows and triggers, ensuring that incidents were routed to the appropriate teams and escalated as needed

Cons

While Jira Service Management offers a plethora of robust features, one area that I felt could benefit from improvement was its reporting capabilities. Although the platform provides basic reporting functionalities, there are certain areas where additional enhancements would be valuable

Pros

After latest update the visuals are quite pleasant.You can really construct complex filters if you know what you're looking for.Task IDs unfurl into links.Permissions are very granular (although complex and you won't understand how to use them).

Cons

Expensive.No obvious features or you have to pay extra: time tracking, dark mode, CHECKBOXES.

Pros

First of all, Jira allows us to manage customer support requests in an organized way. They can be tailored to individual squads and relatively easily monitored. All relevant details can be stored in one location in a Jira request. Jira is an easy-to-use tool and request tracker for teams, with features including customizable dashboards, access permissions, and time/effort monitoring.

Cons

Inadequate translation of Jira Service Management into other languages is one of its biggest drawbacks, as it results in an unnatural hybrid between English and the selected language.

Pros

Works very well as a ticket system, it's very customisable and uses JQL for custom queries if you're inclined towards detailed reporting. Third Party Addins available online in their marketplace and bountyful automation features.

Cons

It's very difficult to setup requires alot of time and effort and the software is not userfriendly so if you're implenting for a team that isn't IT literate then perhaps include some extra training days.

Alternatives Considered

Freshdesk and Zendesk Suite

Reasons for Choosing JIRA Service Management

We outgrew spiceworks and required a real ticket system

Switched From

Spiceworks

Reasons for Switching to JIRA Service Management

Functionality was near identical it came down to price and the fact we already used Jira for our Dev enviroment.

Pros

We utilize Jira to proactively guard against issues, notify clients when they are discovered, and monitor their progress and enhancements. Having the assignor's identity and that of the assigned person clearly shown also helps establish trust.

Cons

I had trouble finding older tickets or finding out who else had been assigned to the key I was working on; an internal chat function could greatly benefit those of us waiting for clients to respond to comments.

Pros

Estimating the team's velocity can be pretty accurate when the users fill in their Story Points and the time to completion. Cards also provide a lot of information, team members can collaborate in the comments section and the ability to create sub-tasks is a big plus.

Cons

Jira can become overwhelming for newcomers, specially if there are no explicit policies on how to use it. Also, when marking tasks as Done, it feels the completion time fields are a bit redundant.

Pros

Pretty much everything to do with ticket management and notifications from our internal 'customers'

Cons

The search functionality could do with some work when looking for older tickets and the searching of 'similar requests'

Alternatives Considered

Zoho Desk and Zendesk Suite

Reasons for Switching to JIRA Service Management

More customization that some of the competitors but not so much so as to make it confusing to set up.

Pros

The sheer range of features Jira offers.

Cons

At first it is a bit overwhelming but slowly you get use to it.

Alternatives Considered

Trello

Reasons for Switching to JIRA Service Management

Overall service offering of Jira is very good.

Pros

Easy to integrate with ZenSimilar to another program we moved away from, but far more robustAllows for better ticket assignmentMore comprehensive with better options for ease of use

Cons

Not much- there are a lot of buttons and options to use so until you get use do what you need as an individual or department, it's a bit complicated, but once you sort that out and find your niche, it's a great tool for trouble tickets.

Pros

JIRA service management is very use friendly software in day to day project activities.
JIRA has been excellent tracking tool for testing bugs, defects easily during entire project cycle.
It is very effective place holder for IT asset management and project management phases.
JIRA has capabilities to integrate with multiple ITSM management tools and reporting tools for effective reports and dashboarding.

Cons

New changes for html pages take little more time for loading when moved to production.
Version controlling sometimes create hiccups during rollback period.

Alternatives Considered

Confluence

Reasons for Choosing JIRA Service Management

JIRA is more user friendly and easy to mange across enterprise compared to Excel. Macros behaviors were pain points during maintenance but JIRA resulted as cost effective tool for corporates model.

Switched From

Microsoft Excel

Reasons for Switching to JIRA Service Management

It is more cost effective and user friendly software compared to Confluence. It is easy to track for scrum stories and follow agile approach to avoid standard documentation hours

Pros

JIRA Service Management is a powerful tool that enables teams to customize workflows, processes, and reports according to their unique requirements. It seamlessly integrates with JIRA, allowing teams to easily switch between project and service management workflows while sharing information. The collaboration capabilities of JIRA Service Management are exceptional, as teams can use comments, usernames, and attachments to communicate with each other, ensuring that everyone is up-to-date on critical updates. Automation is another impressive feature that saves a team's time and improves efficiency. Teams can set up automation to automatically route tickets to the appropriate team members, send customer notifications, and update ticket status.Furthermore, JIRA Service Management provides comprehensive reporting and analytics capabilities to help teams track essential metrics and identify areas for improvement. Reports can track response times, resolution times, and customer satisfaction scores, among other things. JIRA Service Management is an invaluable tool that streamlines service management processes and enhances customer satisfaction.

Cons

Limited Mobile App Functionality: While JIRA Service Management offers a mobile app, some users have reported its limited functionality compared to the desktop version. This limitation can make it difficult for teams to manage service requests on the go.

Pros

- Lots of tools in one place
- Integrates well with other apps (especially other Atlassian products)
- UI is clean and user friendly (customizable to a sensible extent)
- Contains useful metrics that are easy to configure and gain reports from
- Has multiple layers of user settings available for custom configuration to correlate to preferred levels of access among agents, customers, etc.

Cons

- Email bounce in frequently fails (bugs?)
- Depth of Jira admin user knowledge required for strong mastery of this app; time consuming to acquire a reliable user knowledge (which is necessary to utilize the app with the least bit of efficiency)
- Help docs, support mechanism unreliable/outdated (needs to be fresh and current to be applicable to present version of app)
- Confusing settings requirements for some user modifications needs (esp. where mapping/editing workflow schemes are concerned)
- Completely inadequate amount of general helps/tutorials available outside of Atlassian (YouTube, Google search, etc. for example) which seems a bit suppressed by design. Atlassian offers extensive training, but at a premium cost.
- Costly for the overall effectiveness it provides, after factoring these negatives along with the user time required to really learn the application.

Pros

User friendly, easy to learn, integrates well with Atlassian eco system, roles based access control, licensed based on service agents

Cons

Dashboard and reporting gadgets can be improved further to provide better trend reports for the incidents, marketplace plugins can become overwhelming.

Alternatives Considered

ServiceNow

Switched From

Freshservice

Reasons for Switching to JIRA Service Management

Better pricing and Atlassian ecosystem

Pros

- High Control
- Wide choices of features
- Confluence Integration
- Very rich suite of addons on premise version...

Cons

- ...which requires extra costs
- Some features are too basic and pretty much requires addons
- Learning Curve for admin requires effort

Alternatives Considered

ManageEngine ServiceDesk Plus

Switched From

Lansweeper

Pros

Creating a board in Jira, maintaining a Backlog items list, Creation of sprints. maintenance of sprint, Maintenance of team members and tracking the work done by the team are the services i like in Jira.Also the burn up and burn down charts provided by Jira are xecellent

Cons

The export to excel features can be improved in JIRA.

Alternatives Considered

Azure DevOps Services

Reasons for Switching to JIRA Service Management

Because of the ease of use .

Pros

JIRA Service Management offers robust reporting and analytics capabilities, providing insights into support team performance, ticket trends, and customer satisfaction levels. These metrics help organizations identify areas for improvement and make data-driven decisions to enhance their support processes.

Cons

Due to its extensive functionality and customizable nature, there can be a learning curve associated with mastering JIRA Service Management. Administrators and users may need time to understand the platform's features and optimize its use for their specific requirements.

Pros

Easy use for the agents (help desk consultants) is why we decided on this tool. The ability to connect tasks to our regular projects in Jira Software is another winner feature because it saves a lot of time and allows better communication between teams.

Cons

The major downside to Jira Service Desk is customizing it. I don't know if anyone uses it straight out of the box, but for us, it was necessary to spend a couple of days customizing workflows, screens, and general settings.Another rather annoying thing is the vagueness of the agents' assignments which determines how much we pay for licenses.

Pros

Jira service management is one of the best service desk softwares in the market. The ease of use is great, even for users new to the software. It helps the users keep a proper and clean track of the incidents/tasks/etc they have. One of the best things about Jira Service Management is that multiple teams can easily collaborate and work on it. This enables big projects involving various teams to work seamlessly.

Cons

There are not many major disadvantages with using this Jira Service Management software. But a user must be careful while deciding to delete a ticket, because once deleted it is goodbye for ever. It cannot be retrieved. This option can be modified to allow retrieval of deleted tickets to ease the process for users who might delete important tickets unintentionally.

Pros

Jira Service desk works great. We use it in a media company in all of the service departments to track requests from Media ingest, to graphic requests, to crew requests. Our producers can easily log in from anywhere and fill out customized forms for the type of service they are looking for. The department gets the request in seconds and can start fulfilling it right away. In a fast pace news world, this allows us to get what is needed for broadcast air done fast while keeping track of all the work we have to do.

Cons

There are some features that you would think would come right out of the box with jira service desk that doesn't. The only way to get them is to buy a plug-in from their market place. Some features that we would like to see is having the requester see who is assigned the order & allow them to request updates to their requests.

Pros

Jira Service Management is highly customizable, with a wide range of configuration options, add-ons, and integrations available. We create tickets on daily basis and also link it with confluence documents to track our workflow and tasks. Since its cloud based tool collaboration features, including real-time chat, comments, and status updates, making it easy for teams to work together. We also use to track performance and identify areas for improvement.It helps our team to automate routine tasks, such as ticket routing and notification, which can save time and improve efficiency.

Cons

Sometimes integration becomes difficult and also the company can solve this issue by providing video guides which can help the user to understand easily.

Pros

1) We mainly used this tool to plan our tasks for the projects we were working on.2) Creating Sprint Cycles and assigning tickets for each issue is very convenient using JIRA3) We can see the progress made by the ticket owner in the ticket description.4) There is a very brief and concise Audit history which we can track to see how the ticket status has changed5) I like the customization feature for each team and each product. We can choose what statuses and workflow our ticket should go through and select and arrange them very quickly.6) We can even link the BitBucket repo link and confluence link with our JIRA ticket, which is very handy for developers.

Cons

It can be sometimes overwhelming for newcomers, especially when one is not that familiar with JIRA and its terminologies, and it does have its learning curve.

Pros

It's the best tool for project management I have worked with. It's best at tracking progress of user stories and tasks, but works well also as a ticketing system and time tracking application. It is easy to track multiple projects at once thank to a possibility to create dashboards and groups for each of them. It can also be integrated with confluence in order implement an integrated knowledge base.

Cons

The text editor could be improved, as well as some features could be implemented to make the user stories and filtering management a bit more user-friendly and provide better user experience.

Pros

JIRA gives us the possibility to integrate other tools like github. This feature has helped our team of developers to centralize all our processes in JIRA and in particular to create tickets (User stories) in JIRA that we can use as a branch with Github

Cons

Jira can be perceived as complex, particularly for users who are new to the tool or have limited experience with project management software. The abundance of features and customization options can make it overwhelming for some users.

Pros

What I liked most about Jira Service Management is the simplicity of the tool, anybode can use it without much previous knowledge.

Cons

The translations to other languages are not good.

Alternatives Considered

InvGate Service Desk

Reasons for Switching to JIRA Service Management

Simplicity