JIRA Service Management Reviews

Pros

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

Cons

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

Pros

Flexible and customizable: Jira is highly customizable, allowing users to adapt it to their specific workflows and processes. This makes it a great tool for teams with different needs.Great for agile teams: Jira is well-suited for agile methodologies, such as Scrum and Kanban. It provides features like sprints, backlogs, and boards that can help teams manage their work more efficiently.Integration with other tools: Jira can be integrated with a variety of other tools, including GitHub, Slack, and Confluence. This makes it easier for teams to collaborate and share information.Powerful reporting and analytics: Jira provides powerful reporting and analytics features that can help teams track their progress and identify areas for improvement.Large user community: Jira has a large user community, which means that there are plenty of resources available for users who need help or want to learn more about the tool.

Cons

Flexible and customizable: Jira is highly customizable, allowing users to adapt it to their specific workflows and processes. This makes it a great tool for teams with different needs.Great for agile teams: Jira is well-suited for agile methodologies, such as Scrum and Kanban. It provides features like sprints, backlogs, and boards that can help teams manage their work more efficiently.Integration with other tools: Jira can be integrated with a variety of other tools, including GitHub, Slack, and Confluence. This makes it easier for teams to collaborate and share information.Powerful reporting and analytics: Jira provides powerful reporting and analytics features that can help teams track their progress and identify areas for improvement.Large user community: Jira has a large user community, which means that there are plenty of resources available for users who need help or want to learn more about the tool.

Pros

After latest update the visuals are quite pleasant.You can really construct complex filters if you know what you're looking for.Task IDs unfurl into links.Permissions are very granular (although complex and you won't understand how to use them).

Cons

Expensive.No obvious features or you have to pay extra: time tracking, dark mode, CHECKBOXES.

Pros

The native integration with JIRA software management and business management project boards make ticket triaging and documentation straightforward and low effort. Aside from the initial setup and instrumentation of the integration points and framework (configurable for different org sizes), using JIRA Service Management enables speedy triaging and processing of requests across IT, software, product and business, and service teams.

Cons

There are idiosyncrasies to the JIRA UI (which is shared and consistent with JIRA software, business project management, and Confluence) that can be confusing at times with subtle UI elements that are not always straightforward to the end user. At times, it can be confusing switching between the different JIRA apps that your org uses.

Pros

Jira Service Management provides automation features that simplify repetitive tasks and workflows. It allows organizations to create rules and triggers to automate actions like ticket assignment or notification sending, streamlining processes and improving efficiency.

Cons

The pricing structure of Jira Service Management may pose challenges for organizations, particularly larger teams or enterprises, due to its potential costliness. This pricing may not be suitable or affordable for small businesses or organizations operating with limited budgets.

Pros

One of the aspects I liked most about JIRA Service Management was its robust ticketing system and incident management capabilities. The platform provided a centralized place to track and manage customer requests, incidents, and support tickets. The customizable workflows and automation features allowed for efficient routing and prioritization of tickets, ensuring timely resolution. The integration with JIRA Software also enabled seamless collaboration between development and support teams. Additionally, the reporting and analytics features provided valuable insights into team performance and helped identify areas for improvement.

Cons

One aspect I liked least was the initial setup and configuration process. As the platform offers extensive customization options, it required some time and expertise to properly set up and tailor it to our specific needs. The initial learning curve associated with understanding the platform's terminology and features could be a bit steep for new users. Additionally, the user interface, although functional, could benefit from some enhancements in terms of intuitiveness and user-friendliness.

Pros

Easy use for the agents (help desk consultants) is why we decided on this tool. The ability to connect tasks to our regular projects in Jira Software is another winner feature because it saves a lot of time and allows better communication between teams.

Cons

The major downside to Jira Service Desk is customizing it. I don't know if anyone uses it straight out of the box, but for us, it was necessary to spend a couple of days customizing workflows, screens, and general settings.Another rather annoying thing is the vagueness of the agents' assignments which determines how much we pay for licenses.

Pros

I like that JIRA can be as simple or as complicated as you want it to be. I like that I can customize my dashboard and menus to my own personal liking and needs. It also helps engineers to sync on ticket requirements pretty easily.

Cons

JIRA can be complicated, but it doesn't have to be. I think there is a learning curve if you want to go beyond doing the basics, but I personally like to keep my workflow with JIRA pretty simple.

Pros

Jira provides a comprehensive and customizable platform for tracking defects where t eams can create, categorize, and prioritize issues with ease. Jira also provides robust reporting and analytics capabilities, which allow teams to have a great overview and metrics related to defects.

Cons

Absence of some functionalities needed for test plan management: - to copy test cycles through the projects (usefull for regression testing)- to delete more test cycles from the test plan at the same time

Pros

Easy to use, friendly UI. You can set workflows on your own for each projects. User role management is great.

Cons

It is a really complex system, so it takes time to reach a deeper understanding.

Pros

Its flexibility. It's a simple statement, I agree, and you're probably reading this wondering why I'm being so vague. But JIRA software is a bit hard to summarize simply because it's just so flexible. There's no "correct" way to use it.

It's rest API is pretty powerful too and very easy to extend Jira to "integrate" with 3rd party applications that doesn't have an official Jira integration.

Cons

Creating workflows can easily become very confusing and you can easily break how your projects in Jira work if you aren't careful. With every Jira production license you also get a free dev license so that you can set up an isolated dev/staging environment. This is invaluable and highly recommended. The downside is that there is no easy way to migrate any of your changes from dev to production. But there are 3rd party plugins for that.

Pros

I find the UI of Jira Service Desk very clean and modern compared to other service desks software on the market. Included with the service desk is a customisable user-facing portal for users to raise tickets in, which proved very popular with staff when raising tickets alongside traditional email tickets. Due to the way Jira splits service desks into different projects, we were able to create service desks for other departments in the organisation which helped improve productivity and workflow. There are some very useful and well-designed default reports included for ticket statistics (which can be used to keep management happy!). We found the default setup of Jira Service Desk fit our needs very well, but it is very easy to customise ticket workflows and other features to suit more complex needs.

Cons

For a service desk technician using Jira Service Desk the back-end UI for managing tickets can be a little overwhelming, however this can be fixed by editing the default workflows for tickets to hide not required information and details. The administration settings are somewhat unintuitively set out for system administrators, but once you get to grips with the layout it becomes easy enough to find what you need from the settings page. We found the instructions on the Atlassian website for setting up an external redirect with a custom URL in IIS a little sparse on detail, but a quick trip to the Atlassian forums cleared up any queries we had with the process.

Alternatives Considered

ManageEngine ServiceDesk Plus, Freshdesk and Zendesk Suite

Reasons for Choosing JIRA Service Management

We switched as part of a service contract change which meant our Kaseya service desk which was provided by our MSP was no longer an option. Instead we decided to look at alternative service desk software that could be used for our needs, and as we were at the time considering implementing both OpsGenie and Confluence (which are also Atlassian products) we decided to remain in the Atlassian ecosystem and choose Jira Service Desk.

Switched From

Kaseya VSA

Reasons for Switching to JIRA Service Management

We chose Jira Service Desk as it was one of the few with a pricing model that worked for us; being a non-profit organisation, their free licencing for non-profits was a huge selling point to us. This was coupled with the fact we were at the time considering implementing both OpsGenie and Confluence (which are also Atlassian products) so we felt staying within the Atlassian ecosystem would prove beneficial.

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

Scalability.
Flexibility to be tailored to particular organizational needs.
Very rich in terms of features.

Cons

Setup can be made a bit simpler.
Could use more ready 'templates' that can be used to quickly roll out the product for production.

Pros

Newbies to JIRA Service Desk can get a service desk project up and running in less than 30 minutes. If your organization is already using JIRA for issue tracking, then having a help desk with Service Desk is a no brainer. It allows you to integrate software teams and IT teams better within the same ecosystem.

The benefit of JIRA Service Desk, when compared with other help desk tools, is the customizability of your workflow. You can set up a workflow to be simple (with Open > In Progress > Closed statuses) or complex (with other statuses like On Hold or Waiting for Customer).

SLAs are highly configurable, with the power of JIRA's JQL functionality. So one can conjure up a query to fit their SLA needs. With the addition of custom fields, a Service Desk administrator can create fields to capture important information to streamline the help desk process.

Having Confluence also provides more benefits in which you can integrate an existing knowledge base space to a help desk project and self-serve your customers.

Finally, being in the Atlassian ecosystem enables you to add additional functionality and enhancements with the use of Apps. There are close to 1500 apps available for JIRA, and many are constantly updated by the app developers.

Cons

Administering JIRA Service Desk (and JIRA in general) can be daunting for a new user. With a number of customizations that one can do in a JIRA application, there will come a time where there can be a performance impact on the environment if the application is not governed well.

The Customer Portal (customer facing interface) is spartan in terms of customization. You can only customize so much, but it is limited in terms of branding it to suit your company's design specs.

Pros

Can clone tickets, create linked issues Can create parent-child relationshipsOther Atlassian sw. products and modules are well integratedScreenshots can easily be attachedPossible to delegate close bulkily ticketCan mention colleagues to make them remember about the tasksOptions to connect 3rd party developmentsExport modes are greatCan connect an e-mail address for processing

Cons

Lack of dark modeRedirecting tickets with the old IDs sometimes weirdScheduled reports could be usefulSimple "User" mode/layout is not enoughUI is not that easy at first, still better then Salesforce.JIRA is a general ticketing tool I would say, but there are others focusing on more on a technical side, like HP SM9.

Pros

- High Control
- Wide choices of features
- Confluence Integration
- Very rich suite of addons on premise version...

Cons

- ...which requires extra costs
- Some features are too basic and pretty much requires addons
- Learning Curve for admin requires effort

Alternatives Considered

ManageEngine ServiceDesk Plus

Switched From

Lansweeper

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

It has a very high adoption rate and big user base, therefore there are a lot of tutorials on how to do some certain things with Jira Service Management. That's a big advantage.

Cons

Nevertheless, quite a few features JIRA Service Management can enhance. For instance, the search engine of the whole JIRA is not yet powerful, although it is expected to be powerful because it's a system that administrates a large number of tickets. Searching using text often results in poor results. Additionally, it is currently not possible for searching for some phrases that belong to a hyperlink that is hidden inside a text.
Additionally, it is not yet possible to create a new type of relationship that links an issue with another issue. Currently one can only choose from a dropdown of relationship types that are already available there.

Pros

JIRA Service Management is fantastic tool as it provides IT service management capabilities, allows businesses to manage IT incidents, problems, and changes. It helps to improve the efficiency and effectiveness of IT operations, reducing downtime and improving service quality. It offers customer support features, to track and manage customer requests and issues which reduces the workload on customer support teams. The amazing feature is, it also includes Agile project management capabilities, which allows businesses to manage projects using agile methodologies, as it increases project visibility, collaboration, and delivery speed.

Cons

Jira Service Management can be slow to load and can sometimes experience performance issues.

Pros

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

Cons

Many "obvious" features are either missing or do not work as expected.

For example: in many cases, once an internal user is added to an issue, they no longer receive notification about internal comments. This is completely unintuitive, unexpected, and has caused many people frustration: https://jira.atlassian.com/browse/JSDSERVER-3410

Another example: Email traffic about an issue is *always* public. Do not allow your staff to reply to JSD's emails as customers will also get emailed a copy! https://jira.atlassian.com/browse/JSDCLOUD-3499

The worst part is, despite there being a few years' of discussion, and new comments added monthly by newly-affected JSD customers, Atlassian has no comments on the issues.

In some cases a plugin (more $) can help, but in some cases even the plugin manufacturers can't help as JSD doesn't expose enough info in their plugin API.

Pros

1) We mainly used this tool to plan our tasks for the projects we were working on.2) Creating Sprint Cycles and assigning tickets for each issue is very convenient using JIRA3) We can see the progress made by the ticket owner in the ticket description.4) There is a very brief and concise Audit history which we can track to see how the ticket status has changed5) I like the customization feature for each team and each product. We can choose what statuses and workflow our ticket should go through and select and arrange them very quickly.6) We can even link the BitBucket repo link and confluence link with our JIRA ticket, which is very handy for developers.

Cons

It can be sometimes overwhelming for newcomers, especially when one is not that familiar with JIRA and its terminologies, and it does have its learning curve.

Pros

It's the best tool for project management I have worked with. It's best at tracking progress of user stories and tasks, but works well also as a ticketing system and time tracking application. It is easy to track multiple projects at once thank to a possibility to create dashboards and groups for each of them. It can also be integrated with confluence in order implement an integrated knowledge base.

Cons

The text editor could be improved, as well as some features could be implemented to make the user stories and filtering management a bit more user-friendly and provide better user experience.

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