JIRA Service Management reviews

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.

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.

Jira is standard of IT industry for managing effective development and connecting it to other teams in the company.

Jira can be sometimes complicated which is expected considering the amount of feature it needs to handle complex business processes.

The amount of features that JIRA has allows for our team to use it to track a multitude of ticket/project types.

The number of features can be overwhelming and this platform is not the best organized. There is a lot going on with different boards, timelines, and tickets so it can be easy to lose track of everything and for things to be overlooked.

Perfect tool to keep track on the request and make a bridge with the developer team. Able to edit content , know the progress , discuss the issues are quite easy and effective with Jira.

To see the histories of JIRA and to link the related issues it's all good.

Jira is somehow costly for small orgs. Little bit complicated platform with excessive options.

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

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

JIRA is the most useful tool for my remote team. I love that I get a bird's eye view of the items and statuses of what my team is working on. I am able to get a quick summary of the items that will make this month's sprint. It also makes collaboration easier as the system promotes ownership, accountability, and progress.

I wish we can assign more than one user to a card or assign a whole team.

Works so well with a support email ID to collect client helpdesk issues, and even link them to development (IT project) tickets

Perhaps the dashboards can be easier and more insightful, for checking workload, number of issues managed per staff member etc

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

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

Jira Service desk is the help desk add on for Jira. It's great because it seamlessly integrates with Jira. If you're on Jira already it's a natural extension.

It's not really viable as a stand alone product but as part of the Jira ecosystem it's a nice add on. Quite steep learning curve.

Jira Service Management is a great value for ITSM. It provides a portal for an unlimited customer base, and agent access based on Jira core. It's also very affordable compared to other similar products.

The customer portal is great, but offers little out of box customization. To build an elaborate portal, you need to purchase some marketplace add-ons.

Cloud-based, extremely flexible, and a large marketplace of third-party applications and plug-ins allow for integration with and endless number of external applications.

Cost. Compared to the other Atlassian products this is on the much more expensive side as you require more-and-more agents.

What I like the most about Jira is the management of tasks. You can monitor real-time the tasks assigned to you and work on them.

When you have lots of tasks it can be overwhelming to look but priority system can help manage and organize the tasks that was created.

The program helps develop the right communication procedures, and this helps in ticket management

JIRA Service gives the right communication, and nothing that limits its efficiency.

Helps keep requests organized
Customizable SLAs
Satisfaction Surveys

Not as many tools like prioritization or a dashboard for stakeholders
For people to see internal comments, they need to be an agent and an agent is a paid user

Most widely used tool for business analysis and documetation issue tracking. Almost a standard worldwide.

Hard to customize and slow in changing interface to be more user friendly

Good tool for managing task progress in a project

There's a learning curve associated with using Jira service management.

Effective Resource management
Effort tracking
Dashboard
Resource Assignment

more visual analytics would help in easy assessmement

JIRA is very useful to use while compared to other tracking tools. It helps us to track the issues and progress assigned within the different teams. You can also filter the stories assigned to us that helps you monitor on track !

I don't have any major dislikes about JIRA Service Management.

It is easy to follow up on ongoing projects

The only thing that could be better is that the job filter has to be reapplied every time you move in or out from a ticket but it's not that much of a big deal.

It was easy to configure and use. Managing the tickets is straight forward and intuitive. The UI was well thought out.

There isn’t a comprehensive user community or help documentation compared to products that have been in the industry longer.

Automation ability to streamline a number of tasks, tickets management

Reporting and dashboards needs some improvement and ability to customize will help

The possibility to create a Dashboard to manage your task and perform the specific Sprints for each ativity

The lack of possibility to integrate with sharepoint domain.