Jira Service Desk

4.1
(470)

Built on Atlassian’s Jira, Jira Service Desk delivers an effortless service experience, adapts to your needs, with set up time and pricing at a fraction of competitors.

Work for Jira Service Desk?

Learning about Jira Service Desk?

We can help you find the solution that fits you best.

Jira Service Desk Reviews

Ask Jira Service Desk a Question
Write a Review
Filter Reviews
Filter Reviews
  • Ratings
  • Company Size
  • User Role
  • For Category
  • Industry
Ratings
Company Size
User Role
For Category
Industry
Showing 470 Jira Service Desk reviews
LinkedIn Connections
Sign in to G2 to see what your connections have to say about Jira Service Desk
Archit A.
Validated Reviewer
Verified Current User
Review Source
content

"Jira Service desk review"

What do you like best?

It can be easily integrated with testing tools like Jira so makes the management easier. UI is good with a clean and simple look. Contains good report extraction with metrics and graphs to make it easier to understand and share with counterparts.

What do you dislike?

You need to learn this tool and it can be an exhaustive learning process as not much free help is available on Internet. You gotta have connections with people who are already using them or search a lot on Internet to gain perspective and get queries solved.

Recommendations to others considering the product:

It is a decent tool with ability to solve most of the problems. Hire a specialist with prior hands on experience on the tool so as to avoid dealing with unknown problems which may be hard to solve due to lack of free tutorials on Internet.

What problems are you solving with the product? What benefits have you realized?

With the help of this tool we get feedback about the problems others are facing and effectively manage it. It reduces the time we otherwise would have to waste to understand in depth with customer discussions.

What Service Desk solution do you use?

Thanks for letting us know!
VYSHNAVI K.
Validated Reviewer
Verified Current User
Review Source
content

"JIRA - A powerful and smart ticketing system"

What do you like best?

In JIRA the best thing likely is the workflow. We can have the ITIL workflow which helps the IT service desk. I manage the administration of the JIRA service desk in my organisation. I found it excellent where we can configure our own customized live queues. Also in JIRA service desk we can manage dashboard which includes variety gadgets like Pie chart, bar diagram, bubble chart etc. that helps to assess the team performance as well as the individual based on the real time functionality. It shows our process growth as well based on the unit wise. I myself found it more reliable compared to other ticket tracking system. Another feature I found excellent is the SLA which is an powerful one (Time to resolution) where you can add your own calendar based on the holidays so that SLA will be pause on the holidays which you have mentioned.

What do you dislike?

The one which I felt disappointing is that it has no knowledge base. Here in order to get the integrated knowledge base we need to link with the confluence by creating an application link. Another thing which I felt a bit strange that even though it have a excellent ITIL workflow editing that workflow seems to be very confusing.

Recommendations to others considering the product:

I would strongly recommend JIRA as this the best platform for the service desk user because they have customized queues which helped them to distinguish the issues of different status. And also it have the automation functionality for repetitive tasks and also automatic changes can be set. This is an wonderful option for the service desk users which i experienced myself due to which our organisation preferred Jira instead of RTC and we are extremely happy with it.

What problems are you solving with the product? What benefits have you realized?

The problem which is solved that the SLA breaching. Since we can set up own calendar and own SLA configuration automatically when holiday comes the SLA will be paused for that particular day due to which we are able to solve the ticket within the SLA span. The benefit I have experienced is process improvement with excellent productivity.Another exciting thing is internal comments functionality where we can have the internal talk with the members who are working on the particular ticket. It's more like discussing.

Fany C.
Validated Reviewer
Verified Current User
Review Source
content
Business partner of the vendor or vendor's competitor, not included in G2 scores.

"A great platform to plan and organize daily tasks."

What do you like best?

Jira is a platform to plan and organize daily my own tasks. It has an easy interface to use and let you monitorize and search information about your work and other people work and progress.

The most thing that I like is the own "Dashboard" where you can add your favourites gadgets and organize as better posible your work.

About the gadgets there are one called "Time sheet" so useful. Here you can set the hours dedicated for every task and have the control and the sum about it.

And finally, I like the option to link Jira with your email because at this way all the updates on Jira arrive to your email account.

What do you dislike?

Maybe, when you don't know very much this platform it can be a little bit difficult to use it. But in general I don't have any complaints.

Recommendations to others considering the product:

I would recommend Jira because I think it's a good option to get a control of the state of the tasks and to organize the work of the employees on a business work.

What problems are you solving with the product? What benefits have you realized?

I don't find any problems with this platform.

Hannah C.
Validated Reviewer
Verified Current User
Review Source
content

"great for workplace productivity!"

What do you like best?

i love the organization of jira--we use it across all of our library departments and it is an amazing service for writing up maintenance tickets, item fines, personal notes to other employees, etc. despite the library system at ucla being quite a vast network of employees, jira makes it very easy and simple to organize employees by each department and assign/send tickets to each respective department depending on the issue at hand! jira is also very user friendly, has a beautiful interface, and is intuitive to learn. all of our employees, whether full-time or just part-time students, utilize jira and everyone loves how easy it is to use! i love being able to create your own pages on jira as well and design/manipulate them with different macros/features depending on what the page is for.

What do you dislike?

there isn't much to dislike about jira! the only real issue is sometimes having too cluttered of a workspace if there are too many open tickets and since the jira system is so vast, it is easy to lose pages along the way. overall, however, jira is a great product and we haven't had any serious problems with this service in a very long time!

Recommendations to others considering the product:

definitely recommend using this product! it is amazing and will make your workplace so much more organized!

What problems are you solving with the product? What benefits have you realized?

besides internal management, we use jira as a sort of data analytics platform as well in order to keep track of--for example--how many item fines are occurring as well as what kind of fine it is (staff error, student error, full refund, etc). we are able to use jira to categorize each fine into the proper category so we can monitor the frequency of each type and see whether most fines are staff errors or student errors.

hannah c.
Validated Reviewer
Verified Current User
Review Source
content

"great organization/ticketing platform"

What do you like best?

My company utilizes JIRA Serivce Desk for all of our internal needs. Whether it is leaving a nice comment about another employee, or sending over maintenance request tickets to our Service Desk team, JIRA makes it so easy to write a quick ticket and send it over the right team. JIRA also makes it especially easy to create webpages that can fit exactly what we need to accomplish. For example, we deal mainly with technical products like laptops, cables, adapters, etc. and since these items can easily break at any time, it is easy to write up a ticket, indicate which barcode item it is, and send it to our service desk team. We are able to easily mark each ticket as in review, done, or any other type of final step we choose.

What do you dislike?

The only problem I have with JIRA is that it doesn't make it super easy for customers using it to contact our team. For example, we use it to keep track of patron fines and very often we will have issues with customers accidentally creating multiple tickets and we will very often get duplicates which can be very inconvenient. Customers also have to make an account on JIRA and that is an extra step that is frankly unnecessary.

Recommendations to others considering the product:

It is a great platform for organizing internal and external tickets across a large company with many different teams.

What problems are you solving with the product? What benefits have you realized?

While we aren't necessarily solving business problems, I've found it especially beneficial to be able to search previous patrons in the database and in that way we can see exactly how many fines they've had in the past and their history with communicating with our fines team.

Marcio V.
Validated Reviewer
Review Source
content

" Jira Service Desk is an efficient ally for your support team"

What do you like best?

Well if it is to highlight a strong point of Jira I would cite your ticket tracking, it is incredibly complete, rich in information and details, the best thing is that it offers this quality of tracking without any complexity, you can use it and have access to all the information you need without any difficulty or demand of great knowledge.

What do you dislike?

I think it would be interesting if Jira automated the process of requesting areas that may be inaccessible to some kind of user, so when it encountered a screen that was not in contact with a button, it would send a request to the administrator with a screen that the user is requesting access to.

Recommendations to others considering the product:

If your company has a support team and receives a good amount of support requests, Jira service desk will certainly help automate all your opration process, from opening the ticket to the final conclusion, streamlining your customer support procedure and reducing expenses, Jira will help you keep your customers satisfied and getting back to doing business with your company.

What problems are you solving with the product? What benefits have you realized?

With the expansion of the company, increase of customer and employees we needed to automate and modernize the support service, we needed a tool to manage ticket solicitation, opening of technical support requests, consumer self service portal, thus we would gain in agility of the execution of services, and Jira Service Desk was the company's choice, Jira seemed to fulfill everything the company was looking for and it turned out to be a wise and efficient choice.

Nagendra M.
Validated Reviewer
Review Source
content

"Jira Service Desk"

What do you like best?

This tool is best for tracking the Project works. the most important thing is that you can track the work hours very easily for each team members. Easy to update the comments, clone the stories, move to another group, re-assign etc. You can create multiple filter based on assignee name, group, project type, status, priority etc and save it. Multiple task can be created and mapped to Epic link. you can easily upload the multiple files. Based on filters, you can export the reports in excel.

What do you dislike?

There are multiple option which need to update before closing the task.

Recommendations to others considering the product:

This tool is best for tracking the Project works. the most important thing is that you can track the work hours very easily for each team members. Easy to update the comments, clone the stories, move to another group, re-assign etc. You can create multiple filter based on assignee name, group, project type, status, priority etc and save it. Multiple task can be created and mapped to Epic link. you can easily upload the multiple files. Based on filters, you can export the reports in excel. We are using this tool to track the project work, Postmortem stories and ongoing activities. I can track the stories easily which are assigned to me or assigned to my team. I can pull the reports of the task in excel.

Multiple task can be tracked by linking with Epic.

What problems are you solving with the product? What benefits have you realized?

We are using this tool to track the project work, Postmortem stories and ongoing activities. I can track the stories easily which are assigned to me or assigned to my team. I can pull the reports of the task in excel.

Multiple task can be tracked by linking with Epic.

Luan S.
Validated Reviewer
Review Source
content

"Efficient solution for a good price"

What do you like best?

The integration capability of the Jira service desk is great, it is compatible with a plethora of plugins and apps, with so many options of combinations and integrations possible you can choose the ones that are most appropriate to what you are looking for and create extremely useful combinations that will help to facilitate the work.

What do you dislike?

The jira service desk portal is complex, it can be really hard to use it the first few times without the help of JIRA support, certainly if it was improved and became more intuitive or its use would be much easier for its users.

What problems are you solving with the product? What benefits have you realized?

We use Jira as a helpdesk platform in our company, it is used by our support team and direct customer service, with it, our customers when they encounter any type of doubt, problem, failure or any kind of difficulty, can quickly make a request for support through the options that the jira offers, everything in a simple and automated way, facilitating the work of the support department.

Alan M.
Validated Reviewer
Verified Current User
Review Source
content

"Essential project management software for our business"

What do you like best?

It's a great platform that supports whatever type of PM you want to use but is best suited for us in Agile and SCRUM. We don;t use all of the features as this platform is a beast but it keeps us on track with all our projects, sprints and tasks. Integrates with all the things you would expect, definitely essential to our development cycle

What do you dislike?

The UI is sometimes a bit annoying, editing tasks can be a bit of a nightmare because you have to do it from specific places, sometimes not intuitively.

We work in publishing so not a true software development environment so as things come in we have to deal with them, as a result we've had to give up on using things like burn charts but that's more to do with our workflow.

It can get expensive as you scale up so planning out who and how it gets accessed by is important

What problems are you solving with the product? What benefits have you realized?

This is our comms tool for the business, we didn't have a service desk before JIRA. It allows our entire business to submit a wide variety of requests and for us to control and prioritise workflow for the team. It's simple to use and intuitive for most people but does require a bit of set up

Abhijeet P.
Validated Reviewer
Verified Current User
Review Source
content

"Best in Industry!!"

What do you like best?

Quick Bug fixes

less resolution time

Proactive monthly maintenance Notification and other notifications too

Understanding of issue quickly

Overall best till time

Quick hot line support

Admin has good understanding of issue

Also branding support is fantastic. We have cahnges some bradning and support guys helped us to managed this well

What do you dislike?

Mobile application support

Multiple language support and code performance.

We required some changes in product but we did not received satisfactory answer and told us wait for future release

sometimes downtime is more than expected and it is frequent due to more bugs

Recommendations to others considering the product:

I would suggests this is best online software till date and you can fully utilize this for your BAU activities and do much better in projects handling and for customer satisfaction.

What problems are you solving with the product? What benefits have you realized?

Overall we are managing our projects in best manner due to JIRA Support.

We are doing tedious jobs which we took almost couple of days now we are delivering in hours.

Compare to other softwares in industry - I think this is awesome online software to avoid Waterfall model.

I was very upset with waterfall model and now this JIRA approach which involves scrum, sprint and customer as well so we can have transparency.

HIGHLY RECOMMENDED !!

kiprotich g.
Validated Reviewer
Verified Current User
Review Source
content

"JIRA Service Desk IT SUPPORT"

What do you like best?

Jira service desk is fast,efficient and user friendly.It is efficient in interdepartmental communication and seeking IT SUPPORT from IT department,data retrieval and access..customer support and response,,email integration and support

What do you dislike?

For its usage you must be online and also the person whom you need help should also be online for its convenient and proper usage,also the person should have Basic knowledge on Information technology.Customer responds purely depends on availability of internet.Another dislike is in case of network interruptions or slow internet connectivity will make JIRA SERVICE DESK to be slow hence affecting overall functionality

Recommendations to others considering the product:

Kindly adopt the JIRA service desk for IT SUPPORT and performance improvement in your organization.Jira SERVICE DESK FACILITATES tickets PRIORITIZATION,ROUTING AND NOTIFICATIONS which are essential in any functions of an organization

What problems are you solving with the product? What benefits have you realized?

IT SUPPORT PROBLEMS..THE BENEFITS ARE MANY like its saves on time and improves on performance of the organization.Workers can communicate freely.

Paul Robert L.
Validated Reviewer
Verified Current User
Review Source
content

"Great way of tracking issues for Agile-development environments"

What do you like best?

Easy to use and to set up. Permissions are role based and each person can have different roles in different projects. The tasks are also easy to setup on the user end.

What do you dislike?

Reports are hard to understand without knowing the type beforehand. For critical-issues, there are no alerts to let the user know that their tasks is due or near due.

Recommendations to others considering the product:

Highly recommended for Agile environment. Scrum implementation is built in but for non-scrum users, there are also boards where they can simply post issues and developers/engineers can work on those at their leisure rather than a formalized scrum meeting.

What problems are you solving with the product? What benefits have you realized?

We are mainly solving the issue of not tracking history of development. Sometimes duplicate issues showed up and we did not know that it was already solved, having everything tracked is a great way of saving time. Other benefits that are appreciated but was overlooked in the beginning was seeing the amount of work engineers are actually putting in. Before we did not know that some of the engineers would spend hours on a project even though they looked like they were always done with their work.

Rahul B.
Validated Reviewer
Verified Current User
Review Source
content

"Excellent project management"

What do you like best?

The user interface is the best part of this software. As soon as you login you see the tasks you need to do. Then the issue details page, where every information you need is available at your tip. The best part, to make a simple change, you don't have to refresh.

This it available both as cloud application and in-premise installation.

And not to forget, seamless integration with bitbucket. You can either make a branch in the bitbucket repository from JIRA, or it automatically associates a story with a branch in bitbucket. Bitbucket is the best repository in my thoughts (better than github)

What do you dislike?

There are several issues related to the permissions that the team can work on.

Recommendations to others considering the product:

There are several competing software, but when it comes to the best implementation of agile and kanban, nothing can beat Jira

What problems are you solving with the product? What benefits have you realized?

Project management, team collaboration

TINCY G.
Validated Reviewer
Verified Current User
Review Source
content

"Jira - A faster tool for issue resolution"

What do you like best?

The kind of view it offers, which is easily understandable and therefore resulting in faster issue resolution. The ease with which daily work can be logged and monitored. It also provides an option to track the issue which is indeed helpful as it helps me know the progress of the issue raised and also the name of the assignee. Also, the JIRA service desk provides wonderful customer support. It also helps us meet SLA.

I

What do you dislike?

The maintenance of Jira can be improved. The initial set up is quite complicated. Also, the automatic session timeout.

Recommendations to others considering the product:

I would definitely suggest JIRA service desk to everyone as it is very user-friendly. It helps us raise an issue and also track them. Use this service and make your life easier. The wonderful customer support is a must mention.

What problems are you solving with the product? What benefits have you realized?

Jira service desk has been an effective solution for daily issue tracking. The features like the addition of tasks, effort logging, easy monitoring of who is the task worked upon by.

The team was able to add epics, user stories, tasks and also assign it to them. The Kanban board is very helpful in the quick monitoring of the tasks and also helps us know the tasks in progress /that are completed.

Also, as we are working in agile methodology, it's really important to complete the tasks in the assigned span. And JIRA service desk has been very helpful in addressing issues.

Ipshita A.
Validated Reviewer
Verified Current User
Review Source
content

"Jira - One stop for all your Agile Practices"

What do you like best?

The best part about Jira is that it lets you access the same issue/story different in ways for example the board, the backlog or your user profile. It not only defines the tasks under the current sprint but also lets you see the current sprint tasks as as drop down as per your name.

Also, I like how it lets you define the estimates for a particular sub task. We can easily log work as per those hours and put in a comment.

The overall user interface is pretty intuitive, with numerous options.

What do you dislike?

The downtime that we face due to maintenance due to which the daily tracking and managing gets delayed.

Recommendations to others considering the product:

Go for it! You won't regret using it.

Best tool for managing your Agile workflow.

What problems are you solving with the product? What benefits have you realized?

In our project we are using Jira for overall project tracking based on issues. We add all our issues to the backlog and pick it up from here to add it to the current sprint.

We also use it to request and track the on-boarding details for reports like HP Fortify and SONAR.

Tamanna M.
Validated Reviewer
Verified Current User
Review Source
content

"Jira The Perfect Tool For Smooth Management of an Agile Project"

What do you like best?

It is mostly used as issue tracker now a days it mostly used in agile project to track the status of of each and every activities in a project.It is having good user interactive with lot of functionality which is very easy to use.Here you can create a task and estimate the time for the task also you can create sub-task under that task and assign to respective people and easily track the progress.Lot of plugins systems are there some of are free and some of are paid which will add extra value to the toll. You can track the velocity of the team by seeing BurnDown chart and you can use Jira for release management as well.

What do you dislike?

It is very complicated to configure all the things. Some of action like delete a sub-task only those can do who have admin access. Spamming office mail for each and every action i don't feel it's useful.Sometime its create some issue like we can't track the work properly and they take a lot time to resolve it.Customer support need to be improve.Auto sing out feature after some time interval which i personally don't like.

Recommendations to others considering the product:

Those all are working in a agile project Jira is best tool for track all the activities and run the project smoothly .you can easily estimate the time for release and you can deliver in time.

What problems are you solving with the product? What benefits have you realized?

As we are working in a agile project we are using Jira to manage all task as user stories , we used to estimate the user stories and assign to respective person and we can track the progress and estimate the end time.We check velocity of team and how smoothly its going on.

Sushant D.
Validated Reviewer
Verified Current User
Review Source
content

"Task Manager in business world"

What do you like best?

Jira, provides an ease in tracking down the tasks, and efforts of an individual, and generates a report for this data given, providing the efficiency of the team as a whole.

It uses kanban board to show a detailed information of the individuals.

We can individually log the work, for the hours which a particular task took, and then compare it to the efforts estimated for the same.

This helps to efficiently estimate the tasks further on-going thus having the tasks completed on the committed timeline.

What do you dislike?

In Jira we usually face some issues while updating the status of each individual, as it is not reflected to other users in real time, when viewed on the same instance, even after refreshing.

Also one of the major concerns is the automatic session timeout, which creates a problem and you need to login time and again, as it logs out the current user automatically.

Recommendations to others considering the product:

For keeping a track of issues/ tasks, we can go for Jira, as it helps in improving the efficiency and helps improving the planning.

If someone is working in a big organization, so to keep a track of each individual, and getting updates, we can prefer Jira

What problems are you solving with the product? What benefits have you realized?

In our business we are using Jira, for keeping a track of the tasks, under the sprints, spike or epic taken up.

Also we are using to monitor the efficiency and the burn down chart to get to improve ourselves, while working in Agile Methodology.

Shane B.
Validated Reviewer
Verified Current User
Review Source
content

"Simple User Friendly software for day to day project management"

What do you like best?

It does bug tracking and sprints simple and well

What do you dislike?

The UI can be sometimes a little finecky sometimes and hard to find Sprints etc .. however this has improved greatly over the last few months and continues to do so

Recommendations to others considering the product:

Take time to use the product in an actual project - if you play around with the software and only use it for test purposes you don't see the full benefits of what it can do for you.

What problems are you solving with the product? What benefits have you realized?

Day to Day running of a small software team .. everything is organized and people know exactly what tasks they are working on and what their team is working on. We no longer use a white board now. The Project Managers can see progress instantly and rely this information to the project stakeholders.

Kyle P.
Validated Reviewer
Review Source
content

"Comprehensive useful tool for those that want to provide a service desk portal to clients."

What do you like best?

The breadth of features and customizability of JIRA Service Desk is excellent. We can taylor fit it to our individual needs, such as adding fields for PO numbers, estimates, labels. It serves as my virtual "dry erase board" of cases and lets me manage where they all stand in the process.

What do you dislike?

There's been times where it hasn't always been easy for our clients to get up and running on JIRA. That, and bringing in others on existing cases isn't always easy. Say we want to bring our developer in on a case, or a client's coworker. Adding them as participants, and being able to reference them in communications so that they get notified, hasn't always worked.

Recommendations to others considering the product:

Make sure that your particular business' needs align with what JIRA Service Desk has to offer. It's very customizable, but with that customizability comes alot of time needed to familiarize yourself with the software and set it up. I definitely wouldn't use it unless you think having a service desk portal for your customers is something you want to offer.

What problems are you solving with the product? What benefits have you realized?

We work with many different clients on a variety of cases, entailing different files and images and code snippets... these situations can be new sales situations or incident management. JIRA Service Desk serves as a virtual "patient chart' where we can have all participants to a case correspond on it, rather than rely on emails, voicemails, and even texts. We tell clients, "if it's not in JIRA, we have no record of it." All correspondence is noted, all time is tracked, making it the ultimate project management software.

Pritam D.
Validated Reviewer
Verified Current User
Review Source
content

"Jira issue tracker and importance in agile workflow"

What do you like best?

In a agile project Jira is very usefull tool. It is having a good interface which is easy to use ,when you are adding some task to Jira then we can easily track the process and when its gonna complete and how much effort we are putting in the task.Then other feature like product backlog we can check and we can check the sprint velocity so we can find out all the work going on a smooth flow or not. Burndown chart we can see and release date estimation we can estimate also basically it helps to process the sprint smoothly and we can keep track of it.

What do you dislike?

its bit slow that i find and some time create issues like we can not update ours task progress and generating the report of the sprint also bit complex. Auto sign off every time after some time and its expensive also .it send auto mail for each and every activity like addition of task moving the task i did find its required.

Recommendations to others considering the product:

if you are in a agile project it is the best tool to run the project smoothly

What problems are you solving with the product? What benefits have you realized?

In my project we are creating the use stories in each sprint through out the project and creating sub task for each use stories and assigning the sub-task to individual people and keeping a track of it and generating release report and burndown chat every sprint-wise.

Prabhudayal A.
Validated Reviewer
Verified Current User
Review Source
content

"Jira Agile- Modern tool for project management"

What do you like best?

1. Agile workflow support provided by Jira.

2.Configurable UI for individual needs.- You can configure your own dashboard as per your need.

3.Real time update of patch and fix. - You don't have to worry about installing the patches. No DevOps engineer is required

4.Graphical representation of efficiency and progress. - Especially i like the Jira burn down chart, which keeps the team in working mode.

What do you dislike?

1. Complex installation process.

2. Dashboard if not configured properly can be a nightmare to new users. New users might complain for finding too many buttons and details, which leads to difficulty in working in agile mode.

3.Abnormal behavior at times.- automatic logout, slows a lot , different state of sub tasks for 2 different users.

4.Really expensive.

5. Last one which i personally find irritating is getting emails on each and every change of tasks

Recommendations to others considering the product:

Not a worth for money product. But if experienced users are present and really big enough teams , might be considered.

What problems are you solving with the product? What benefits have you realized?

We are working in agile mode. Hence user stories, epics, sub-tasks those are being tracked using Jira.

And as i was informing earlier in likes section we have burn down chart and efficiency graph to monitor the team progress and efficiency.

Billy J.
Validated Reviewer
Verified Current User
Review Source
content

"Good and Interactive Interface"

What do you like best?

The best thing that i like is the "TRACK YOUR ISSUE" option that is available and we can have a continuous track over the request that we have raised and the assignee who is handling the request. We have full control over issues and requests and follow it very closely. The name of the person whom its is assigned is also provide . So it is easy for the users to follow the issues. The customer support is very good when the service is down .

What do you dislike?

There is an option to assign the requests to some one . That option is what I dislike because that process is like ordering someone to do the work other than requesting . It may lead to mismanagement of peoples work As one person may end up in solving many requests.

Recommendations to others considering the product:

Use this service as it makes your life easier . Helps in improving the CICD works so that there is less human intervention and everything in done automatically . One more thing to appreciate is they have a very good customer support to support the clients in all instances.

What problems are you solving with the product? What benefits have you realized?

When we have to raise a ticket for getting access to certain reports like SONAR or HPE-Fortify we people use the JIRA service desk to raise a request and get our access. We as team also use the service desk to track the entire teams progress in terms of getting access and finishing their work.

Mauro R.
Validated Reviewer
Verified Current User
Review Source
content

"Service desk for all"

What do you like best?

The service desk help a lot to track different IT support activities and provide a tool to monitor the SLA provided by compny that is working with us.

What do you dislike?

What I dislike is the same of all this kind of tool, the deploy to the user give us the chance to provide a best service to the final user, because we can provide a layer to share the support with also some external company to cover different time zone, but for the user that in the past was used to have a direct contact or a phone call sometimes this doesn't seem an improvement but the see this tool and also the other similar too cold and the perception is that this is impersonal and not help like the normal use to go directly to the tech people

What problems are you solving with the product? What benefits have you realized?

We start to use this kind of tool during the migration of our ecommerce to aws, but now we are working to open this to all our users, expecilly for the sales people to provide the best help when thery are with the customer

Prity V.
Validated Reviewer
Verified Current User
Review Source
content

"Its a good tool to manage all the issues aand stories at one place."

What do you like best?

The feature of JIRA to control and manage all the work at one place is quite good and helpful. It helps to create issues and stories and also allows subtasks to be linked with proper stories. The feature of work log is also very manageable and effective to count the total efforts done by individuals, and this data is used to create reports of head counts and efforts required for any of the work.

It helps any organization to manage their resources and their valuable time in a very effective way.

What do you dislike?

JIRA can be found difficult to setup and use.

For a new user who is not at all aware of task management can find it difficult to adapt to the multiple features of it. specially how to manage the task, check the logs etc.

Recommendations to others considering the product:

I would suggest JIRA to friends and colleagues as its user friendly, manageable and helps a lot in monitoring tasks and efforts at one place.

What problems are you solving with the product? What benefits have you realized?

JIRA in my project is used to monitor the task related to the requirement, create stories, monitor their developments and issues related to them. It is also used to monitor the efforts logged by the resources on their tasks.

Neelam D.
Validated Reviewer
Verified Current User
Review Source
content

"JIRA is the best solution for tracking activities"

What do you like best?

The ability to look at what tasks are assigned to me and team member updates. JIRA helps in making the group work easier and to communicate with the team members.

What do you dislike?

The only thing that I dislike about it is maybe I don't know if the feature is there, but it does not send me desktop notification about my deadlines. I would love to have a reminder alerts feature.

Recommendations to others considering the product:

I would like to highly suggest this product to people who are seeking an issue tracker and a project management software. Since we started using JIRA our task has been very easy in terms of handling issues and tracking problems. Working in software development area, we have experienced a high productivity because of JIRA and it has given the opportunity for our clients to view what is actually happening in the project and whether or not we are on the right track. It also gives opportunity to share files and comments which makes it easier to review and saves time by eliminating unnecessary meetings. I would highly recommend this product.

What problems are you solving with the product? What benefits have you realized?

We are using JIRA to streamline our projects and also to track our application development activities. It also helps in collaborating with the team and knowing who is up to what tasks. Some of the benefits that we have gained by starting to use JIRA is:

1. Ticketing system for problems.

2. Project management

3. Documentation

4. Activity tracking

5. Team collaboration.

Shelby S.
Validated Reviewer
Review Source
content

"JIRA has been a great tool for use across multiple organizations"

What do you like best?

I like the various features that it has, including comments on each item in the system. It makes it easy to ask questions and make comments to the creator. It is very comprehensive and intuitive to use which is helpful for new associates.

What do you dislike?

I dislike that sometimes it is difficult to search for specific things and that sometimes it can run rather slowly. Overall it is a good tool.

Recommendations to others considering the product:

Recommendations would be to make sure all fields of projects and issues are being used accordingly. Having the extra information has been very helpful when others are viewing the information. Also - use the watchers feature, as it is helpful to track issues and gain updates when anything is added, edited or changed.

What problems are you solving with the product? What benefits have you realized?

It is a great way to have a large breadth of information on one single source. It connects a lot of aspects of our business together making it easy to analyze information and move forward with the best approach for the client.

Tony H.
Validated Reviewer
Verified Current User
Review Source
content

"High performance issue tracking tool"

What do you like best?

It's high performance and can adapt to various development methodology e.g. Scrum or waterfall. It's the strategic issue tracking tool for my company since 2010. You can track project status easily by using the various built-in widgets to build a dynamic dashboard. JIRA Query Language (JQL) is an easy to use and intuitive query language to help you search for tickets.

What do you dislike?

Over time, the number of required fields for Story have grown and now it takes long time to fill out a Story issue.

Recommendations to others considering the product:

JIRA is a great agile issue tracking tool if you are already using other Atlassian products e.g. Confluence.

What problems are you solving with the product? What benefits have you realized?

Internal IT project issue tracking. It allows us to track project issues easily with audit trail.

Danny G.
Validated Reviewer
Verified Current User
Review Source
content

"My experience with JIRA"

What do you like best?

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!

What do you dislike?

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

What problems are you solving with the product? What benefits have you realized?

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.

UC
User in Computer Software
Validated Reviewer
Verified Current User
Review Source
content

"Jira as project tracking software"

What do you like best?

What I like best here is you monitor every agile projects assigned per persons or per team in this kind of software which in tack with one solutions software only. Collaboration with project workflow, issues on specific topic

What do you dislike?

It is good when there is a blocked or barrier column on why the project is still can't progress to collaborate with the team what are the good solutions with the problem unlike their Trello app which you can easily add a column who blocks why the specific project still not progressing.

Recommendations to others considering the product:

What I recommend with this software is the easily of use, simple management of your projects with the software, monitoring the progress of the version of your projects, monitoring every team or persons tasks with regards the project

What problems are you solving with the product? What benefits have you realized?

We see each other person tasks or to monitor every team tasks or their roles in the projects that assigned other than that this application is cool for those whose like simple interface for you to find out the workflows of the project by your team, what still in progress and what need to be develops with the project by adding or paste it with your incoming tasks in Jira.

Karthik S.
Validated Reviewer
Review Source
content

"JIRA Service Desk "

What do you like best?

JIRA Service Desk is very helpful and looks good for JIRA portal. As well this is very helpful in order to resolve when there is an issues in Bamboo. Bitbucket or anything associated with JIRA portal. Good for Devops and onestop shop for all atlassian products. As well good for ticketing in case of any issues like defects or incidents or anything needs to be done for the projects which is Agile in nature.

What do you dislike?

Dislikes are:

1. Performance lag during high usage of business. Since of most of my projects in my company are agile we are seeing huge performance lags during high official timings.

2. License cost is more per user since its an one stop shop.

3. Need separate server since Agile in nature.

Recommendations to others considering the product:

Good one as it is updated in the market. Licensing cost is involved for every user.

What problems are you solving with the product? What benefits have you realized?

1. Achieved Agile projects in quick turn around since Tickets are created in terms of Agile projects.

2. Smooth movements since Bamboo, Bitbucket are involved.

3. Easy to get the tikets resolved in quick turn around.

Patrick N.
Validated Reviewer
Verified Current User
Review Source
content

"Jira Service Desk to help IT solve any problem"

What do you like best?

It is very efficient and easy to use, saves time because someone from IT team can see your problem once you post and solve without delay by accessing your laptop through teamviewer

What do you dislike?

I do not dislike anything with Jira Service Desk . However, both you and the IT admin ought to be using the service to be able to help each other.

Recommendations to others considering the product:

It is very intuitive, efficient and fast. It also saves time increasing productivity

What problems are you solving with the product? What benefits have you realized?

To solve any problem concerning computers that arise and they need the IT admin's attention. For example, if I have network connection problem, I post it here and it is solved very fast. This saves time and increases productivity.

UI
User in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source
content

"JIRA IT Service Desk"

What do you like best?

I use it in ticketing our IT support team which really helps a lot as it reduces office movements and keeps records of the services I have been offered. It enables follow up and shows if you were offered a solution. You don't have to approach the IT team in person.

What do you dislike?

I wish it could show my names at the top right corner instead of "Requests" only. I would love to see my Name while using the software. I also don't have the access to update my profile photo. I would also love to have an option of filling in my contact details such that I can access my account from anywhere.

Recommendations to others considering the product:

I recommend those who have not used JIRA to give it a shot it never disappoint it really reduces office movements and time wastage.

What problems are you solving with the product? What benefits have you realized?

Ticketing our IT support team when in need of support and supplies. I don't have to walk to their office in person. It also gives instant notifications about the person handling your problem.

UC
User in Computer Software
Validated Reviewer
Verified Current User
Review Source
content

"Only tool which allow you to prioritize your tasks"

What do you like best?

We been using this tool for several years and we can't able to work with out this tool. Very easy to organize the tasks and prioritize them.

1. Forget about planning and focus on tasks. All you have to worry about is the execution of the project.

2. Tracking your time with project trackers. The software can be tweaked such that it will also cover time tracking as well.

3. The software is free.

4. Evaluate the development. The developments that your skills undergo are essential to be recorded and the software will help in doing so.

5. This software will plan the schedule for you when you input the average time that you take for any kind of work.

What do you dislike?

We couldn't able to figure out a way to use same ticket for two different developers while doing parallel programming.

Recommendations to others considering the product:

Even though jira is used by most of the technology groups, there are tons of other tools flooding in the market. You can customize the tool according to your own needs using other third party integrations.

What problems are you solving with the product? What benefits have you realized?

task prioritization.

Assignment of tasks.

kanban,

scrum,

scheduling,

planning,

tracking

Josh S.
Validated Reviewer
Review Source
content

"Fairly easy to use and a good tool for managing your "work to-do" schedule"

What do you like best?

Overall it is fairly easy to use this tool. You can easily create a task and if you check "create another" on the task you can rapid enter tasks with only a few adjustments to each task.

What do you dislike?

The "Work" screen could use some visual enhancements to make it current and a little more user friendly. It doesn't look bad currently, but it could definitely be improved. Even something as small as adding progress bars for each column "To Do, In Progress, Done". This would give you a quick idea on how much work really remains for your sprint. You may only see two tasks and think you are on track, but if those two tasks are worth a large amount of "points" then you might not be as far along as you think when you only see two remaining tasks.

Recommendations to others considering the product:

Ask yourself if this product can handle your use case and if you think you will have questions, look online to see if it is easy enough to find answers. I build custom reports (using a different tool) going against the Jira DB, and the reports can get complex so while it's nice to have access to the data, do you have someone able to build them? If so I would suggest that as you can get helpful insights as to the teams progression.

What problems are you solving with the product? What benefits have you realized?

We are using this to prioritize our workload and to keep on track with projects. The benefits would be the structure it adds to our working "sprints". We have a clear expectation on what we are going to accomplish, and if we get side tracked, we can enter that here and have documentation as to why we did not accomplish some of the tasks we originally planned to complete.

Jayant B.
Validated Reviewer
Verified Current User
Review Source
content

"Incredible tool for micro management of project"

What do you like best?

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!

What do you dislike?

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.

Recommendations to others considering the product:

Folks in project development should go with this tool without any second guessing. It'll make life easier and productive.

What problems are you solving with the product? What benefits have you realized?

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.

Ratan P.
Validated Reviewer
Verified Current User
Review Source
content

"Experience with JIRA"

What do you like best?

We can Customised interface depending on the project requirement and the workflow. We are working on multiple projects, each has different workflow.

JIRA helps to manages all the project without any extra effort. JQL (JIRA query language) help to create our own reports with a graphical interface. Managing sprints made easy through JIRA.

What do you dislike?

More flexibility in customisation sometime makes the process tedious. This can be the responsibility of the administrator who manages the process.

Recommendations to others considering the product:

Its really helpful to keep track of the development process and manage things. It has lots of customisation features which makes it suitable for any kind of business models.

It reduces the work load of manages by keeping track of resources and processes.

It also supports to have software lifecycle for the project by including different stages while development.

What problems are you solving with the product? What benefits have you realized?

Bug tracking, feature development process, Sprint monitoring, report generation, Bug assignment, Resource monitoring etc

JIRA really helps to lower the process load by keeping tracking of all development process. We can also pull out the individual report which helps to analyze the contribution of individual to the product.

Patrick L.
Validated Reviewer
Review Source
content

"Great service desk solution especially if you are already an Atlassian house"

What do you like best?

Being part of the Atlassian product family, it has great integration and synergy with the rest of the product stack. If you are considering using Jira Service Desk, chances are, you are probably using their other products already, and you can't go wrong with it. Atlassian has done a great job to ensure when you are using their products together, you can cover almost every aspect of customer service experience.

Also since it is built on top of Jira, it is able to leverage most, if not all of Jira's powerful and advanced features, and has access to a wide variety of extensions available from third parties.

What do you dislike?

Not as extensible as Jira, although this may not be an issue if the out of box UI is sufficient for your use case. For people that are not familiar with Jira, it can have a bit of a learning curve. Some expected features such as online chat and knowledge base require you to use other Atlassian products, while other alternatives have them "built-in".

Recommendations to others considering the product:

Great service desk product if you are using other Atlassian products too, such as Jira for issue tracking/project management, Confluence for documentation. Service desk will integrate really well with all these applications and give you are very comprehensive experience, from customer to support to engineering to management.

What problems are you solving with the product? What benefits have you realized?

Provide an online customer service portal for customers

Knowledge base with FAQ and common questions for customer self-service

U
User
Validated Reviewer
Review Source
content

""Fundamental undertaking the board programming for our business""

What do you like best?

Jira administration work area is fast,efficient and client friendly.It is effective in interdepartmental correspondence and looking for IT SUPPORT from IT department,data recovery and access..customer support and response,,email mix and backing

What do you dislike?

Reports are difficult to comprehend without knowing the sort previously. For basic issues, there are no cautions to tell the client that their errands is expected or close due.

Recommendations to others considering the product:

Exceptionally suggested for Agile condition. Scrum usage is implicit yet for non-scrum clients, there are additionally sheets where they can essentially post issues and designers/architects can chip away at those at their recreation as opposed to a formalized scrum meeting.

What problems are you solving with the product? What benefits have you realized?

We are for the most part understanding the issue of not following history of improvement. Some of the time copy issues appeared and we didn't realize that it was at that point tackled, having everything followed is an incredible method for sparing time. Different advantages that are valued however was neglected at the outset was seeing the measure of work engineers are really putting in. Before we didn't realize that a portion of the architects would invest hours on a task despite the fact that they seemed as though they were constantly finished with their work.

Elizabeth (Liesl) M.
Validated Reviewer
Verified Current User
Review Source
content

"Great Tool"

What do you like best?

I love that JIRA Service Desk makes it easy for my customers to track their reported issues with our software. It saves me the trouble of answering dozens of questions per customer about ticket status, and also keeps any Q&A between me and my customers in a conversation directly on the ticket for the reported issue, rather than scattered throughout emails and phone calls.

What do you dislike?

The widget we use for customers to report issues by generating JIRA Service Desk tickets takes a screen shot of the issue the customer is reporting. Those screen shots are reported to me as an internal JIRA user at my company, but not to my customers in the Service Desk interface for my customers. That causes some confusion and frustration. I also wish the user interface were a bit more customizable on an individual level, like JIRA.

Recommendations to others considering the product:

Great product if you need an external-facing system for reporting and managing reported bugs.

What problems are you solving with the product? What benefits have you realized?

My company creates web software for corporate clients. We needed an easy way for customers to report issues an inaccuracies within our software. Service Desk makes it easy for them to report issues that I can escalate or redirect as needed internally. JIRA is where we track work on our product, so Service Desk complements that perfectly. All of our tasks stay in one Atlassian ecosystem.

U
User
Validated Reviewer
Review Source
content

"Jira-Excellent application for project planning"

What do you like best?

1) Jira is very useful to review the current progress on a project.

2) Jira can be customized as per requirement.

3) Jira is highly secure.User can see the contents as per security role assigned to user.

4) Jira is fast and highly scalable.

5) Jira allow user to review the progress of project with the help of generalized reports.

What do you dislike?

1) Jira is not a free software.

2) Jira do not enough templates to review the progress of all projects.

3) It is very difficult to manage jira for large projects.

4) Jira do not send auto notification about the upcoming deadlines.

Recommendations to others considering the product:

Jira is a very useful tool to create manage projects. This can help to analyse the current progress of project and make strategic decision to get maximum utilization of resources.

What problems are you solving with the product? What benefits have you realized?

Jira has helped us to manage many projects. Jira can be used to create customized reports. Jira can be used to analyse the overall workload.

Seneca A.
Validated Reviewer
Verified Current User
Review Source
content

"Great Helpdesk Platform"

What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

You need buy-in from managers, and the authority to sometimes force your users into using this or any service desk type solution if you've never used one before.

I often have to have my user go back and put in the issue after it's already been solved as a record for posterity when they still bring an issue to me directly, or send an email outside of the system.

To make it easier for my users, we also turned on a feature that let's them send an email (after they've registered) to a 'helpdesk@companydomain.com' email address.

What problems are you solving with the product? What benefits have you realized?

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.

Rudy Z.
Validated Reviewer
Verified Current User
Review Source
content

"Excellent ticketing software, excellent integration with Atlassian stack, recommended!"

What do you like best?

JIRA is an excellent ticketing software that provides great customization and reporting. It is also very well integrated with the entire Confluence stack making the software a breeze to use in environments where Atlassian software is used!

What do you dislike?

The search queries take some getting used to and learning, documentation around this aspect is not very very detailed. Reporting functions always takes a bit of extra effort to setup and customize to ones liking. Specific features within creating tickets also take a bit of extra effort to learn and to use efficiently

Recommendations to others considering the product:

If you are looking at implementing the Atlassian stack, I whole-heartedly recommend you to implement JIRA Service Desk compared to other service desk solutions. Its ease of use, customization and integration with the rest of Atlassian stack is what prompted us to use it!!

What problems are you solving with the product? What benefits have you realized?

We use JIRA to report development progress as well as issues in our deployment environments. By using JIRA, we are able to integrate software development, deploying issue reporting, debugging, user requests all into one single solution. This leaves very good paper trail that we can always go back to for reference. JIRA is also very easy to start and to use!

Sander J.
Validated Reviewer
Review Source
content

"ITSM tool for all needs"

What do you like best?

We primarily use it for asset management,customer portal email integration and also bug fix,.So this being a powerful customer interactive tool,we get real time updates insights about the tool every time and also the SLA ,addons for almost everything .I am able to track updates ,manages incidents service request and changes and also deploy to IT service desk.The process workflow is so simple and can be integrated with confluence for dataflow

What do you dislike?

Customizing some features requires a lot of effort and also the manual needs to be updated and its kind of hard to keep track of the old service requests,fetch them and make necessary modifications and refer them.More over i cannot fetch the old requests for reference either

Recommendations to others considering the product:

Workflow and editing workflow are quite similar ,the expanded use of Jira is unbelievable and simply fabulous all the time.The knowledge base and community forums support are pretty good and i completely trust them.Even the ticket prioritization makes it easier to handle.For dashboard and ticket tracking i am always on it

What problems are you solving with the product? What benefits have you realized?

Integrates with other tools,also very powerful and also submitting requests via customer portal in real time -simply the finest service desk tool compared to its rivals

A
Administrator
Validated Reviewer
Review Source
content

"Jira Service Desk allows for customization, but will require a bit of IT training and configuration."

What do you like best?

I really like being able to customize things in general. While I have to learn JQL, Jira does make it easy with some fields by having drop downs to help you with the commands.

What do you dislike?

I can't customize everything. There are some build-in workflows and some other sections that are very limited in what you can do and if you are like us, the out-of-the-box options don't work.

There was a built-in option to notify users on creation of a P1 ticket, but it only allowed individual users to be selected for notifications. There are other places for notifications to be sent and in pretty much all of them you could select groups. Not for this built-in option, sadly. So I had to build my own.

Recommendations to others considering the product:

While it has a lot of cool customizations, you'll definitely want to trial it for 30 days and build it out quickly so you can do a lot of testing first, as well as building workflows and such.

What problems are you solving with the product? What benefits have you realized?

Single service desk solution, custom designed.

Pranathi V.N V.
Validated Reviewer
Verified Current User
Review Source
content

"Not very useful in a R and D team"

What do you like best?

Reporting a task in Jira is useful in keeping track of things to do and the stage task is in. we use epics and projects on a non-sprint board. The flow being connected to github branches is pretty cool. The tasks sometimes do not transition to resolved or any other stage as expected.

What do you dislike?

It was a source of us forgetting the tasks to do and have a lot of tasks in backlog at the end of the quarter. This is a observation in our research team. On the other hand it was helpful on our issue task force team to complete their tasks as soon as they are assigned to an IT person.

Recommendations to others considering the product:

redirects to boards are sometimes weird

What problems are you solving with the product? What benefits have you realized?

Documenting a task list for a project

Mark S.
Validated Reviewer
Review Source
content

"a great integration platform for service desk"

What do you like best?

there are a lot of platforms for the service desk requirements but when it comes to jira service desk, it is very simple to use. It connects your customers with the development team of yours helping them to resolve issues more quickly and efficiently. You can track time taken to address a particular ticket from the time a customer made a service requests to its actual execution. The email notifications are great to both the customers and the team associated with it.

What do you dislike?

There is not much knowledge base on the service desk in the community. The free trail is fully functional but a community support would be great. The integration of service desk with your web portal is sometimes tricky.

Recommendations to others considering the product:

There should be a good knowledge base on the community. Also there should be more detailed documentation on the integration with a custom web portal. Sometimes it becomes difficult to get technical integration information which often results in data not getting displayed in third party websites.

What problems are you solving with the product? What benefits have you realized?

The customers can get real time updates with the help of notification on the service request that they have made. The collaboration feature is nice as well. You can do automation of the tickets and conducts reviews based on the performance metrics. The Atlassian Confluence has a good knowledgebase on the service desk. There is a customer portal as well which helps the customers to keep track of their various requests. The service desk also integrated very nicely with other Atlassian products such as marketplace and hipchat.

G Jayendra K.
Validated Reviewer
Verified Current User
Review Source
content

"A trustworthy and complete package for project management"

What do you like best?

JIRA Service Desk is a hosted service desk platform developed by Atlassian.JIRA service desk is primarily deployed as a software development issue tracking tool by many software companies and has proven to be effective in identifying and tracking software bugs and their location

What do you dislike?

I couldn't spot anything bad with this tool. But I did realize that it can be twice as powerful when collaborating with an analytic tool for performance stats and productivity reports for each member of the team

Recommendations to others considering the product:

No recomondations

What problems are you solving with the product? What benefits have you realized?

We've fully adopted Agile within our project. The tool did a spectacular job in in pointing us to such direction. Its workflow functionality allows us to involve individuals in terms of phases and per need.

U
User
Validated Reviewer
Review Source
content

"Pretty easy service desk/project management tool"

What do you like best?

It was really easy to submit requests to different teams or coworkers, and the style was pretty broad so that you could really edit it to meet your (or your assignee's) specific requirements. Easy to use dashboard, and at least for Sears, there were a good variety of tasks to choose from so it really covered the breadth of my specific job. Definitely was one of the easier applications to get the hang of when I first started, and I would recommend it to most people who are unfamiliar with service desk softwares.

What do you dislike?

It was somewhat difficult to search for a prior task you may have assigned, closed out, finished, etc. Furthermore, when creating a DEAL JIRA, closing it out always seemed to require a few extra steps than the rest of the assignments. The search tool was basically impossible to use, which was not ideal, and I wasn't a huge fan of how you received a notification every time somebody editing something on a JIRA you were watching, but that was probably more just an annoyance than an actual issue.

Recommendations to others considering the product:

Definitely an easy to use service desk software. Would recommend to most companies, excluding maybe tech companies.

What problems are you solving with the product? What benefits have you realized?

Requesting promotional imagery from graphic design, requesting online only promotions from Merch Ops/Deals teams, coordinating with taxonomy regarding attributes on verticals and PLPs. It certainly made my life easier and more organized than just e-mailing these requests back and forth.

UI
User in Information Technology and Services
Validated Reviewer
Review Source
content

"High quality ITSM with a lot of integrative features"

What do you like best?

It is super feature-rich, packed with a lot of valuable filters, options, widgets, boards, graphs etc. It is a brilliant task-management and task overview system. It can provide solid statistics on your tasks and track anything you put in it. Graphic user interface is getting much nicer with every new update. It is quite obvious and easy to use, overall user-interface for working with your tasks/tickets and boards is super user-friendly. Jira is a truly essential tool for your team to be efficient and be better at task management and collaboration.

What do you dislike?

It is not that easy and obvious how to customize it for your needs whether it is your dashboard, custom filters, widgets, boards, tasks etc. It takes some time in order to start using it to the fullest and figure out how to use all the settings and be truly efficient with it. So, do not think that you will get into your dream workflow in a day or even a week if you are a first-time user. Give it a month or so of persistent work and customization, integration with other tools and services. Get feedback from your team members and do it again until you figure it out completely.

Also, I do not like how their versioning system works. We have many teams in our company, but all different teams have different Jira licenses so they are forced to stick and work with different versions of the software from the time when the license was bought. It is ridiculous that Jira does not allow you simply to always update to the latest version, you have to pay and use each version separately.

Recommendations to others considering the product:

Definitely worth a try. It is super reach in features and it can be heavily customized to the needs of your team.

What problems are you solving with the product? What benefits have you realized?

We track all our tasks, assess and prioritize , create sprints, log working time, provide statistics to our managers and teams and basically work in Jira Service Desk on daily basis. Without Jira we would not have such an efficient team and task management workflow. It helps us a lot in order to organize and prioritize all of our tasks.

Kate from G2

Learning about Jira Service Desk?

I can help.
* We monitor all Jira Service Desk reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. Validated reviews require the user to submit a screenshot of the product containing their user ID, in order to verify a user is an actual user of the product.