G2

Adam N.

IT Service Desk Lead

Enterprise (> 1000 emp.)

6/17/2026

"HappySignals - Delivering Deep Experience Insights with First-Class Onboarding"

5/5

What do you like best about HappySignals Experience Management for IT?

What we like most about HappySignals Experience Management is how effectively it turns user feedback into clear, actionable insights we can use to improve services. Since deploying it in our Jira Service Management environment, it has given us visibility into the real drivers behind the user experience—something we simply didn’t have before—and has helped us prioritise fixes based on impact rather than assumptions. The platform is intuitive and easy to navigate, has never had any performance issues and is so straightforward to drill into trends and share meaningful dashboards with stakeholders, which has streamlined the way we report on our services. Another major upside has been the strength of their support and engagement. Throughout deployment and beyond, we’ve had consistent access to expert guidance, especially from Jon, which helped us overcome challenges quickly and start getting value from the tool sooner. Overall, it’s been most helpful in bridging the gap between IT operations and user experience, enabling more informed decisions and supporting measurable improvements across our estate. We integrated the tool using scriptrunner, as Jira does not natively work with HappySignals. That experience had some challenges as it was all new to us, but we got a huge amount of help from the team at HappySignals and their 3rd party company to help us achieve our goals. Review collected by and hosted on G2.com.

What do you dislike about HappySignals Experience Management for IT?

There is nothing we dislike at all about HappySignals. The only area we would love to have (which we know is being worked on) is direct integration with Jira so we do not need to rely on and maintain a script to pass CX data. Review collected by and hosted on G2.com.

What problems is HappySignals Experience Management for IT solving and how is that benefiting you?

HappySignals Experience Management for IT is solving the problem of limited visibility into true user experience and the “why” behind service performance. Before implementing it, we relied heavily on operational metrics and assumptions, which didn’t always reflect how users actually felt about our services. By introducing experience data directly into our Service Management practices, we can now identify the key drivers of satisfaction and dissatisfaction, allowing us to prioritise improvements based on real impact rather than guesswork. This has helped us identify pain points more effectively, identify where we can improve service quality, and start to make better-informed decisions across IT. As a result, we are starting to shift from reactive issue management to a more proactive, experience-led approach, ultimately improving user satisfaction and demonstrating clearer business value from our IT services. Review collected by and hosted on G2.com.