JIRA Service Management Reviews

Excellent service and project management tool

Comments: For the past five years, I've been using Jira, and during that time I've noticed a big improvement just about every time. It has been easy for us to keep track of the work that other teams have completed by logging it and adding service level agreements. You can use it to delegate tasks within your team, track progress on common goals, and share updates with your colleagues in real time or behind closed doors. Because of this, it is an incredible instrument.

Pros:

The default settings for Jira Service Management allow you to maximize its potential right away, with nothing in the way of setup. It is possible to personalize it with a wide variety of settings so that it functions just how one would like it to.

Cons:

Because our SSO implementation needs it, in order for a user to sign into the customer portal, they will first need to sign into the parent Jira site.

Best tool for PM

Comments: Excellent

Pros:

Used the free trail of the tool and I think I am ready to make the switch from my old ways of managing the project

Cons:

I used the trail version and I am very happy

Crutial tool to use with it tasks

Comments: It, product design, marketing - great to combine multitasks with all other departments

Pros:

Convenient and user friendly, quick to place the task and communicate on different task with the whole team right in the ticket

Cons:

Could have more features like diagrams for task fulfillment funnels. More visual solutions. Plus would be great to have own daily task board

Jira Service Management Make Life Easy, But At A Cost

Comments: Jira has made everything easy and integrates with almost everything.

Pros:

JSM really doe make things very easy to do from ticket management to full blow products with customisable screens and input. It's worth the money but can get expensive when the whole company decides they want it.

Cons:

Really only the price is the con here, it's expensive but worth it. They offer fixed subscriptions which save money but cap users or pay as you go which costs more, but users can be added and removed ad-hoc.

An awesome tool which can integrate everything for software development

Comments: Its a very good tool for enterprises for software development management

Pros:

Its task management system is awesome and integration with code pipelines are ny favourite feature

Cons:

Availability and bugs are worst from there side.Price is also high

Very user-unfriendly

Pros:

It's a powerful tool, if you know how to use it.

Cons:

The UX is stuck in the 90s. Impossible to reach a lot of features without receiving very in-depth onboarding. For instance, setting up your dashboard to see issues you reported/ are watching is a task that should be easy and intuitive - but no, it's anything but. I really don't recommend this if you have any other options.

Track tasks efficiently with JIRA

Comments: With JIRA you can track anything hassle-free. For a product manager who manages multiple sprints and creates hundreds of task on a monthly basis, JIRA is very useful.

Pros:

a. Set custom priority, labels, and selected the sprint in which the story will be picked upb. Drag and drop feature helps in prioritizing storiesc. You can easily customize the duration of a sprintd. Sprint is divided into three major sections (To Do, In Progress, Done) for getting overview

Cons:

a. For someone who has not used this tool might find it difficult to understandb. Set up is very tedious

An overall tracker gadget

Pros:

I like how Jira updates the UI experience with the latest technologies to track the issues easily.

Cons:

There's no major cons of this software. Although more software integrations can be done for interplatform tracking tickets linking.

One of the best Defect Management Service

Comments: So far, it has been a good experience using Jira; it provides us a dashboard for tracking all our tickets in one place

Pros:

I like that this software provides us with a wide variety for tracking bugs, defects, user stories, and pull requests

Cons:

Some things, like modifying the data that we need to mandate for any ticket that we are raising, are not present yet, due to which some teams are ignoring some vital data

"Best service desk software for buisnesses"

Comments: Easy to track my tasks and easy to manage my projects.

Pros:

Interface is very easy and simple. I'm using this from very long time. Very handy tool for day to day tasks. I can create clients work flow. In this onother feature is Road map this is also very useful.

Cons:

Good tool no doubt but with little pricey. Sometimes it takes very much time to load.

JIRA Service Management is excellent Saas Platform for your ready to use need & with other flexibili

Comments: Overall good experience.

Pros:

JIRA Service Managment is have lots of customization capability & also ready made template is also good. Ready made report is good but for accurate details need more tuning to the reports or create own customize report.

Cons:

When reporting things come in picture that require customization. Also standard ticket type is not good enought for day to day use. So to configure all these need require experience user or consultant to understand your need & configure it.

JSD has a lot to offer, but requires a lot to learn

Comments: JSD offers a lot for any company needing to maintain a service desk to manage the support requests it handles from its clients/customers. Because it is a Jira (Atalassian) product, it is most likely utilized along with other Jira tools, and plays quite well with those. Due to this integration aspect, thought, the layers of security necessitated within user settings requires a considerable amount of learning/training, which is not easily attained without paying for it from Atalassian. And, while I understand, respect (and even applaud) the market-oriented principle of this, it does seem a bit intentional that there are no reliable helps available outside of Atlassian (for example, any tutorials you will find on YouTube for assisting with certain user configs, settings, steps, etc. are applicable to much older versions of the software, and to a great extent, are not applicable to the current version). This would not be a negative aspect if Jira did a much better job at keeping their own internal (free) help docs, etc. up to date, so as to apply to the current version, as well. Instead, if one wants highly dependable "helps" it appears the best way to achieve that is to pay Atlassian for their training courses (at prices that are obviously calibrated toward larger companies/corporations. And blindly undertaking such would seem risky if judged by the extent to which their free user tools are kept up to date. This is not, to my knowledge, the common experience with most apps.

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.

Highly customizable and integrates well with the Atlassian ecosystem

Comments: Customization, integrations, workflows, SLAs

Pros:

Newbies to JIRA Service Desk can get a service desk project up and running in less than 30 minutes. If your organization is already using JIRA for issue tracking, then having a help desk with Service Desk is a no brainer. It allows you to integrate software teams and IT teams better within the same ecosystem. The benefit of JIRA Service Desk, when compared with other help desk tools, is the customizability of your workflow. You can set up a workflow to be simple (with Open > In Progress > Closed statuses) or complex (with other statuses like On Hold or Waiting for Customer). SLAs are highly configurable, with the power of JIRA's JQL functionality. So one can conjure up a query to fit their SLA needs. With the addition of custom fields, a Service Desk administrator can create fields to capture important information to streamline the help desk process. Having Confluence also provides more benefits in which you can integrate an existing knowledge base space to a help desk project and self-serve your customers. Finally, being in the Atlassian ecosystem enables you to add additional functionality and enhancements with the use of Apps. There are close to 1500 apps available for JIRA, and many are constantly updated by the app developers.

Cons:

Administering JIRA Service Desk (and JIRA in general) can be daunting for a new user. With a number of customizations that one can do in a JIRA application, there will come a time where there can be a performance impact on the environment if the application is not governed well. The Customer Portal (customer facing interface) is spartan in terms of customization. You can only customize so much, but it is limited in terms of branding it to suit your company's design specs.

Good Tool for driving ITSM processes

Comments: Overall we are very pleased with Jira Service Management and have implemented incident management processes using it.

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

A good option for Service Desks but check your requirements carefully

Comments: A stable, performant platform for customer support is critical and JIRA Service Management has delivered that.

Pros:

Easy to set up and deploy, configuration is relatively easy, the platform is stable and performant. There is a good 3rd party marketplace for additional apps that can be installed. Security options like SSO are available. Customer Support is responsive and knowledgeable.

Cons:

Reporting on SLAs is poor, overall reporting is ok but could be better. Costs ramp up significantly as Atlassian Access is required if you want SSO, this is an addtional charge per user. The pricing is done on a per user tier level e.g. 101-200 users is a price so you have to pay for 200 user accounts even if you only have 101 actual users.

Alternatives Considered: Salesforce Service Cloud

Reasons for Switching to JIRA Service Management: Costs, features, configurability

One of the best Service Management tools in the market!

Comments: This is a great service desk software. It has some great features, and the overall experience with it has been really good even though it was used for a very critical and big project. Tickets can be transferred to other users seamlessly. Documents can be assigned to tasks and incidents which can help other users understand what is in front of them easily. Overall, it is very important in handling support based tasks that run 24*7.

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.

Dig Deep Before Buying

Comments: It has solved some of our immediate business needs out-of-the-box or with moderate configuration effort. But as a full solution it is missing a handful of simple, but crucial, features. It definitely "feels" like a second version. It needs a third.

Pros:

JSD is relatively intuitive and easy to learn without needing tons of documentation. Initial pricing is attractive. A decent plugin community fills some gaps, but be expected to pay on top of the initial JSD pricing.

Cons:

Many "obvious" features are either missing or do not work as expected. For example: in many cases, once an internal user is added to an issue, they no longer receive notification about internal comments. This is completely unintuitive, unexpected, and has caused many people frustration: https://jira.atlassian.com/browse/JSDSERVER-3410 Another example: Email traffic about an issue is *always* public. Do not allow your staff to reply to JSD's emails as customers will also get emailed a copy! https://jira.atlassian.com/browse/JSDCLOUD-3499 The worst part is, despite there being a few years' of discussion, and new comments added monthly by newly-affected JSD customers, Atlassian has no comments on the issues. In some cases a plugin (more $) can help, but in some cases even the plugin manufacturers can't help as JSD doesn't expose enough info in their plugin API.

Excellent project management tool

Comments: I have been working with JIRA Service Management for 4 years now and I found out that every process connected to software development can be easily described and tracked using this tool. I have also used the ticketing system a lot and found it very intuitive and always found what I needed.

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.

Excellent for big projects.

Comments: A very compelta application, useful for small and large teams, but more thought for the big ones, allows you to have a complete follow-up of your project, apply agile methodologies and correct errors and have a record of them, it is excellent, use it and you will like it!!

Pros:

Jira has very useful tools for managing projects, in my opinion you exploit its advantages when they are big teams, its main advantage is the follow-up to the development and progress of the projects, the errors that arise during the development process and the management operational, it helps you see more, to improve development times and correct errors for your next project, also has free trials so you can enjoy its benefits.

Cons:

The truth is that it is a very complete program, but I think your biggest benefit is when you are big projects, if you are a small team I think other tools will be better suited, besides the price is a bit high.

Great option for helpdesk if you're already in the Atlassian environment

Comments: Overall amazing experience, once you set it up and is customized to your use case it is going to perform greatly

Pros:

It was relatively easy to set up and get going with a few hours of work. It comes with a wealth of templates that help you get started quickly and easily.

Cons:

The setup interface is clunky and unintuitive at times, for all the benefits of being a part of the Atlassian environment, it suffers from the same complicated nuisances you encounter while setting up new issue types and fields, that, unless you're an expert you'll have a somewhat bumpy ride.

Full Help Desk management

Comments: JIRA Service Management was a great solution to implement to replace an outdated custom written software package. It still allowed a lot of flexibility by configuration without having to resort to coding changes.

Pros:

Jira Service Management is an excellent choice to implement a full-featured powerful and easy to use platform for directing all your help desk activities. With many options to implement for user control, notifications, alert management, tracking KPIs, and structuring tickets into categories it provides an IT response desk everything they need to succeed.

Cons:

The more users you have that have to actively participate in the life cycle of tickets the more expensive it can get

Accelerate Processes with Approval / Reject

Pros:

Some requests must be approved by a manager before they can be worked on and completed before they are involved in the business process or before moving on to the next stage. For example; the administrator can approve the withdrawal request, the IT officer can approve the closure of this user's accounts, and the process can proceed within the approval-rejection stages. The Approval-Reject feature allows the authorized persons in your organization to grant the necessary permission for the job to be performed or to proceed to the next step. Jira Service Desk provides us with this feature without the need to become an agent user. The person must be one of the users of Jira Service Desk, Jira Software, or Jira Core.

Cons:

The Jira Service desk module needs to get better. ok it works but lacks a number of simple features. for example, you can link a customer request to an internal issue, but the customer cannot see it. the other problem is that the interface is very calm. Very little interface customization option.

Marketing Team Uses JIRA Service Desk to Handle All Requests for Marketing

Comments: Our marketing team knows exactly the status of any request of our team. And so do the requesters.

Pros:

JIRA Service Desk is a great way to enable everyone at our company to request things from Marketing with tailored forms for each type of request .... for example, business cards, collateral for events, changes to our website, updating sales enablement content, go-to-market support, schwag requests, etc. No more emailing stuff. Employees just fill out a form and can keep up with the status of their request. Our Marketing team just goes through each queue a few times a week and delivers a transparent and trackable service. We know the status of everything....especially the requests that are behind....waaay behind. Which is great.

Cons:

It takes some expertise to set it up to suite a team's particular need. Most teams will need some JIRA/JIRA Service Desk expertise from someone to set it up. Once that happen, using it is easy.

Mostly excellent.

Pros:

JIRA Service Desk is a customer-first application. The integration with the Confluence knowledge base is excellent and the tool as a whole provides a streamlined, dead simple customer experience. Launching your first project only takes about a week--very speedy return on investment! There are tons of add-ons in the Atlassian ecosystem that help extend functionality if there's something the tool won't do out-of-the-box. Atlassian support has been responsive and helpful every time I've had to reach out to them.

Cons:

JIRA Service Desk is not an all-encompassing solution for all things help desk or customer support. Language support for the customer portal is OK, but basically non-existent if you're using a linked Confluence knowledge base. There are many add-ons in the ecosystem that help extend functionality--but each one increases the complexity and maintenance overhead.

Up and running in no time

Comments: Less pinging back an forth with customers to get all the information you need to help them. Easy to use form fields and form instructions make sure customers always fill out the right information from the start.
No decisions made in endless email threads that then get lost. Communication is in context and visible to everyone involved.

Pros:

Supports agile implementation since it its real easy to get started and adjust as you go. Escalation is seamless since it is inside JIRA where our developers work. Great user experience! Clean user interface and well thought trough features. Easy to integrate and extend with the most complete API on the market.

Cons:

No dynamic forms, i.e. you can show or hide fields depending on the answer given in another field (but can be solved through add-on).