JIRA Service Management Reviews

Pros

Development and bug tracking can be a very challenging job. But with Atlassian's Jira ticketing system tracking is very easy. Ticket can be assigned to a team/person and how long the ticket was assigned can be easily tracked. Individual team/person can be held accountable with this tool.

Cons

Not sure if this is already there but based on the defined SLAs tickets that have crossed the SLA has to be notified to the assignee via email. This will be a reminder.

Pros

Pros: Customization: Jira is highly customizable, allowing you to create custom workflows, statuses, and transitions to match the specific needs of your team. This makes it easy to map out the development process and ensure that everyone is on the same page. Integration: Jira integrates seamlessly with other tools, including Bitbucket, GitHub, and Confluence, making it easier to manage projects and access relevant information in one place. Reporting and Dashboarding: Jira provides detailed reports and dashboards, helping you to track progress, identify areas for improvement, and make informed decisions. User-Friendly Interface: Jira has a clean and user-friendly interface that makes it simple to get started and use on a daily basis.

Cons

Complexity: While Jira is highly customizable, this can also make it complex to set up and use, especially for those who are new to project management tools. Steep Learning Curve: Jira has a steep learning curve, and it may take some time to master all of its features and capabilities. Performance Issues: Jira can experience performance issues, especially when used by large teams or for complex projects. Cost: Jira can be expensive, especially for larger teams, and may not be the best option for smaller organizations or individuals.

Pros

Service Management is very easy to get going "out of the box" for small organizations. We stood this up apart from our enterprise's main service management tool because we had special needs for our intake forms and this allowed us to do the customization needed without going through rigorous development through the enterprise level tool.

Cons

Form design for your main portal can sometimes be wonky, as navigating through the options takes a bit of getting used to and aren't the most intuitive at first. Workflows are also very simple and complex decision-making based on external data is not readily available.

Alternatives Considered

ServiceNow

Reasons for Switching to JIRA Service Management

Service Management ultimately was chosen because it integrated perfectly with our Jira instance and allows for seamless story/epic creation from internal customer requests, porting the information over was made very easy by this fact and the workflows you can create between the two are very useful.

Pros

JIRA Service Management is an incredibly powerful and intuitive tool for streamlining service management processes. It offers an extensive variety of features and customization options to ensure that user needs are met. The user interface is modern and easy to navigate, and the workflow automation and reporting capabilities make it easy to track progress and ensure that tasks are completed on time.

Cons

Though JIRA Service Management is incredibly powerful, it can be difficult to learn and navigate for users who are unfamiliar with it. Additionally, the cost of the software and the services can be prohibitive for some organizations.

Pros

It is a software to improve productivity, very good for ticket management, project management, incident management, it is perfect for monitoring and with good functions to improve the productive capacities of the different departments.

Cons

It is a product that the first users cannot use perfectly, but after a light training the user adapts perfectly, also the price is high but totally necessary, since the functions and the results are very good.

Pros

Jira Service Management is highly customizable, with a wide range of configuration options, add-ons, and integrations available. We create tickets on daily basis and also link it with confluence documents to track our workflow and tasks. Since its cloud based tool collaboration features, including real-time chat, comments, and status updates, making it easy for teams to work together. We also use to track performance and identify areas for improvement.It helps our team to automate routine tasks, such as ticket routing and notification, which can save time and improve efficiency.

Cons

Sometimes integration becomes difficult and also the company can solve this issue by providing video guides which can help the user to understand easily.

Pros

Product is not easy to use at the beginning but after the integration it's felt we are on the correct way.

Cons

Our integration was easy. Some features should be develope

Alternatives Considered

monday.com

Reasons for Choosing JIRA Service Management

previous software not enough to support our actual needs..

Reasons for Switching to JIRA Service Management

Jira has a a lot of source

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

Pros

Jira offers great ticketing tracking offering users great support

Cons

There are some features mising like the ability to add an object to the ticket

Pros

--Great roadmap facilitation--Automatically routes tickets where they need to go

Cons

--Customizable fields for report sections would be great--Deletion means forever

Pros

Jira Service Desk was very easy to get started with. You could literally sign up for it and begin using it within an hour. Ticketing system is very customizable and powerful. Customers can be added in bulk and customers can sign up for entering issues. We were able to create different projects (or service queues) so that customers could send requests for IT help, or administrative help, or help with projects. Each such project/queue had different fields. Metrics are all built into the software, so we can know how often Service Level Agreements were breached, who breached them etc. The sheer amount of customizability is a joy. However, without discipline and thoughtfulness, it is very easy to customize it the wrong way.

Cons

We feel that the price point could be lower and the speed could be a little faster. Atlassian has made improvements with speed. If a company had 5 people manning different queues and the issue volume is low, the cost would be ~1500/year for those 5 users. So, it would may not be cost effective for a small company that is watching their costs closely. We also felt that a Wiki is not built in. So, if a common solution needs to documented that spans multiple tickets, there's no way to do so. We could buy Confluence from Atlassian for an additional cost.

Alternatives Considered

Pivotal Tracker, Trello, Basecamp and Asana

Reasons for Choosing JIRA Service Management

Our previous solution was built on SharePoint. It was slow. Very slow. We had workflows that drove communication after an issue was entered. Workflows would break often with hard-to-understand errors and debugging them was difficult. We had to build all the reports surrounding data we collected from SharePoint. Most reporting surrounding SharePoint were manual. We spent more time debugging issues with SharePoint than the time we spent on the most demanding customer. Something had to change. We tested Jira Service Desk one day and within hours our customers were using it. There was a day and night difference between the two systems and customers were happy. Built in reports were excellent.

Switched From

Microsoft SharePoint

Reasons for Switching to JIRA Service Management

Asana has been working on improving the speed of their software. Their slowness has been well documented on various sites. Even their own team acknowledged and worked hard. We were not just read to jump into Asana due to the slowness. Trello was great - fast and easy to use. Reporting was missing. Pivotal Tracker felt like it was well suited for dev work and was comparable more to Jira Software. Basecamp felt like it was well suited for project work. Jira Service Desk fit the bill for IT help desk, admin help desk etc.

Pros

Estimating the team's velocity can be pretty accurate when the users fill in their Story Points and the time to completion. Cards also provide a lot of information, team members can collaborate in the comments section and the ability to create sub-tasks is a big plus.

Cons

Jira can become overwhelming for newcomers, specially if there are no explicit policies on how to use it. Also, when marking tasks as Done, it feels the completion time fields are a bit redundant.

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.

Pros

Jira Service Management provides a ton of tools to build out you customer portal and internal ticket platforms. It has filled all of the holes in our previous solution right out of the box.

Cons

It is built for large, multi-team organizations so much of the power is not needed for a smaller company who requires a custom build but without all the hierarchy.

Pros

Easily integrates with your already existing Atlassian software. Allows for a seamless flow between all other products and allows for easy crossover to keep everything in a nice and neat tidy place.

Cons

It takes a lot of work and elbow grease to get it set up in a way that works for your organization. There can be some learning curves as there is no out-of-the-box working way, but once the time is spent it will save you loads of time in the long run.

Alternatives Considered

HubSpot CRM, Intercom and Zendesk Suite

Reasons for Switching to JIRA Service Management

We are already integrated into the Agile Ecosystem.

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.

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

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

Pros

Jira Service desk works great. We use it in a media company in all of the service departments to track requests from Media ingest, to graphic requests, to crew requests. Our producers can easily log in from anywhere and fill out customized forms for the type of service they are looking for. The department gets the request in seconds and can start fulfilling it right away. In a fast pace news world, this allows us to get what is needed for broadcast air done fast while keeping track of all the work we have to do.

Cons

There are some features that you would think would come right out of the box with jira service desk that doesn't. The only way to get them is to buy a plug-in from their market place. Some features that we would like to see is having the requester see who is assigned the order & allow them to request updates to their requests.

Pros

What I did like the most about JSD is the fact that you have a customer portal, a way to track and view your tickets at any time.
You can customize the product to at very last detail without too much trouble.

Cons

The stability of the software can be a sensitive balance after you reach 500.000 issues created on your instance.

Alternatives Considered

Zendesk Suite

Pros

Assign each individual task according to the priority and track all the work done by all the individuals working on assigned tasks including time taken.

Cons

It's very hard to learn new features of Jira. Even after working for so long lots of features are very hard to use in Jira. Plus the pricing plans are very expensive compared to other project management tools.

Alternatives Considered

ClickUp

Pros

From the same company of my favorite and trusted apps like Trello and Jira... We then gave Jira Service Desk a try. The user interface has a modern look and feel and is intuitive enough even for a novice user or admin. It has a pretty standard set of tools to run your usual IT Helpdesk and Support roles straight out of the box (Incident management, Problem, Change, SLA management, etc.). In fact, you can set up your helpdesk well within an hour (of course not counting the per company nitty-gritty). Default setup works, but it's also super customizable based on your company needs. The Dashboard has all the at-a-glance metrics, statistics and graphs to keep you up to speed with the overall status.

Again, coming from Atlassian, it has a ton of possibilities in terms of integration with other apps. I feel the constant stream of dev improvements and updates.

Cons

Even though I mentioned that the third party apps can be easily integrable, we find the documentation for creating one's own integration apps a bit lacking. Also, the creation of tickets can be more streamlined or simplified (perhaps with the minimum number of fields and button clicks) to make it easier or faster to create and then further details can follow.

Pros

I like how easy it is to communicate over issues as a team when a ticket is created. It's easy to tag colleagues, to notify others, to add further comments and photos and to share the ticket with other colleagues. It creates a very nice, open and viewable story of the progress of each ticket. I also find Jira great when requesting access to internal systems, again it creates an easy-to-understand path of the progress of each request. I like that other members of my team can comment on my tickets and that we receive emails when there are updates.

Cons

I don't have many complaints to be honest - the only issue has arisen when creating tickets for me, it's sometimes not obvious how the priority list works. Sometimes I have created one with critical priority, but it seems to be overtaken by some created later with the same priority level. I don't know if it's an actual representation of the urgency, or if it actually affects other teams who deal with my tickets, but it feels like it might be causing my ticket to be dealt with later than tickets of the same priority created at a later time than mine.

Pros

Most important functions, from perspective of scrum or devops team member, can be learn quickly and used easily. Also it gives a lot of option of organizing workflow between many agile teams. You can have different levels of tasks - and visualizations to them. I like that you can organize many boards and link everything. It takes of course a little bit of consistency in following the rules in order to not create a mess.

Cons

Well, it tends to have sudden downtime.. for no reason (well at least from my perspective) it’s not responding. Speed interface could be improved. Sometimes you have to wait a while after an action performed.

Pros

As a team we've been using many ticket sofwares for our own software service. Jira is the most trusted, best value for it's price and easier to use one amongs them all.

Cons

The overall design could be better and more modern looking.