JIRA Service Management Reviews

One of the aspects I liked most about Jira Service Management was its exceptional incident resolution efficiency. The platform truly excels in streamlining the incident management process, enabling our team to respond swiftly and effectively to any issues that ariseWith Jira Service Management, we were able to create a centralized incident ticketing system that provided complete visibility into ongoing incidentsThe automation capabilities of Jira Service Management were a game-changer. We were able to set up predefined workflows and triggers, ensuring that incidents were routed to the appropriate teams and escalated as needed

While Jira Service Management offers a plethora of robust features, one area that I felt could benefit from improvement was its reporting capabilities. Although the platform provides basic reporting functionalities, there are certain areas where additional enhancements would be valuable

- JIRA is very simple to setup & deploy for beginners & can also be used very effectively by advanced users- Has integrations with other tools- JIRA helps report, manage & track bugs, product features via tickets in 1 place- JIRA has history of tickets, work logs, etc that help document projects & promote overall accountability

- JIRA can be expensive for small companies & small teams- JIRA needs licenses for users just to view the JIRA board & tickets

The amount of features that JIRA has allows for our team to use it to track a multitude of ticket/project types.

The number of features can be overwhelming and this platform is not the best organized. There is a lot going on with different boards, timelines, and tickets so it can be easy to lose track of everything and for things to be overlooked.

Cloud-based, extremely flexible, and a large marketplace of third-party applications and plug-ins allow for integration with and endless number of external applications.

Cost. Compared to the other Atlassian products this is on the much more expensive side as you require more-and-more agents.

Pretty much everything to do with ticket management and notifications from our internal 'customers'

The search functionality could do with some work when looking for older tickets and the searching of 'similar requests'

Jira Service Management is a great value for ITSM. It provides a portal for an unlimited customer base, and agent access based on Jira core. It's also very affordable compared to other similar products.

The customer portal is great, but offers little out of box customization. To build an elaborate portal, you need to purchase some marketplace add-ons.

Jira Service desk is the help desk add on for Jira. It's great because it seamlessly integrates with Jira. If you're on Jira already it's a natural extension.

It's not really viable as a stand alone product but as part of the Jira ecosystem it's a nice add on. Quite steep learning curve.

It is very intuitive. Has got good features like tags , labels etc. which helps to categorize issues well. It helps in reporting as well.

Poor help documents especially around JQL

Highly customisable service desk portal, from the fields to the UI. We can set up a new portal in minutes for every new project and easily tie the tickets to our internal Jira Software projects keeping internal and external discussions separate.

SLA management should be made easier as well as the reporting options. Naturally the easy integration between the service desk and the software issue tracking system occurs if you are using Atlassian, good luck with other tools.

It has made the incident and ticket mangement so easy. Its jntegration witj Zendesk is so helpful

The configuration takes a bit of time. If you have not used Jira earlier then learning takes a bit if time.

Usage and crearimg tickets are so easy and have good interface

I do not have something bad for jira management

The simplicity of the overall software is a huge plus. I didn’t know a company would be better off until I used it. And now I can’t see myself not using it! It’s a simplistic design and very easy to use.

There’s always an issue when adding bulleted lists! When starting a paragraph underneath it always seems to indent it. Not sure why. But definitely not a deal-breaker.

Organises unlike any other management tools for all our needs. A very flexible tool and the ease of integrations with other apps via API is much appreciated.

A little bit steep learning curve, but definitely doable after a bit of Jira training/course.

The high configurability and flexibility allow it to satisfy practically all use cases.
The possibility of integrating it with an SCM saves time and allows you to rationalize commits.

We would like the possibility of being able to develop configurations and apply them to various projects, as well as not being able to use all the features that are not needed.

User interface and the possibility of customizations

Dependency on plugins for specific features

Tool with good features and great for tracking tickets. Perfect for collaboration with your teammates. I like the customizable dashboard.

As any software of this kind the setup can be complex and difficult for new users.

I really like how much control you have over the phases and hierarchies that might grow inside a single project or task when it comes to team planning. That, in my opinion, is extremely beneficial and necessary for assignments that call for a high level of detail.

The fact that JIRA offers so many options and customizations made it a little difficult. It feels extremely slow because there are so many repeating, mainly identical empty fields that must be filled out repeatedly.

It's very easy to manage tickets, bugs, to do's and sprints with the system, it allows for easy management and prioritisation at a glance

It can be a bit complicated to set up / start using it, but it's well worth the initial adaptation period