G2

Carlos G.

Sr Product Manager

Computer Software

Enterprise (> 1000 emp.)

10/31/2016

"Jira Service Desk is a great tool to manage customer requests and Service Level Agrements (SLAs)"

4/5

What do you like best about Jira Service Management?

I love how simple is to start using Jira Service Desk and how flexible it can be to create multiple filters/queues and to create customized forms and dashboards. I also like the ability to have multiple customer channels to open tickets, such as email or online portals. I like that I can customize the email I use as a customer channel to create new cases via email. I also like that Jira Service Desk allows easy integration with other tools (e.g. by using its APIs.) Review collected by and hosted on G2.com.

What do you dislike about Jira Service Management?

I'm currently a user of Jira Software and I don't like that, in order to also use Jira Service Desk, I need a different type of license (or an additional license). Without the Service Desk license I'm still able to access the cases but I can't assign the case to me, e.g. I don't like that when accessing the queue, I can't order the cases by clicking in the corresponding column. I don't like that I can't create kanban boards. Review collected by and hosted on G2.com.

Recommendations to others considering Jira Service Management:

I would suggest that not everyone be an administrator, since many changes to a project can be applied globally. Review collected by and hosted on G2.com.

What problems is Jira Service Management solving and how is that benefiting you?

I can easily manage all my tickets and identify when Service Level Agreements may be at risk. Different filters allow listing tickets based on flexible criteria. Having several customer channels to open tickets is convenient to customers and makes the process more efficient. Reports make people aware of when we may not have enough resources to work all the tickets being created. Dashboards allow create useful live reports for management. Review collected by and hosted on G2.com.