JIRA Service Management Reviews

Easy to integrate with ZenSimilar to another program we moved away from, but far more robustAllows for better ticket assignmentMore comprehensive with better options for ease of use

Not much- there are a lot of buttons and options to use so until you get use do what you need as an individual or department, it's a bit complicated, but once you sort that out and find your niche, it's a great tool for trouble tickets.

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).

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

The ticketing system is very easy to use and intuitive.

While it is very easy to write the description for a ticket and edit it later, it is also highly error prone because anyone could just accidentally click on the description area and accidentally change something in there. However, there's no built-in tool to revert the accidental changes.

First of all, Jira allows us to manage customer support requests in an organized way. They can be tailored to individual squads and relatively easily monitored. All relevant details can be stored in one location in a Jira request. Jira is an easy-to-use tool and request tracker for teams, with features including customizable dashboards, access permissions, and time/effort monitoring.

Inadequate translation of Jira Service Management into other languages is one of its biggest drawbacks, as it results in an unnatural hybrid between English and the selected language.

We utilize Jira to proactively guard against issues, notify clients when they are discovered, and monitor their progress and enhancements. Having the assignor's identity and that of the assigned person clearly shown also helps establish trust.

I had trouble finding older tickets or finding out who else had been assigned to the key I was working on; an internal chat function could greatly benefit those of us waiting for clients to respond to comments.

The ease of use and anybody can use the tool for Ticketing, project management, issue tracking, dashboards etc...

The options are at times clumsy and confuse the end users when the data is too much.

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.

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.

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.

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.

- 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

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.

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.

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.

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.

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.

It's a good platform to track issues that are being handled by each individual in a project. It also has the option for notification being sent out when an item has been resolved, closed, or has gone overdue.
If it's configured correctly to have a backup, the team members involved can always learn from the past incidences reported. This will ensure that the team leader will be able to identify recurring items, timelines it took for resolution, and the team member assigned to resolve such items. This ensures that such items are priority issues that need in-depth understanding for them to be resolved permanently.

As an organization, we have not been able to integrate Jira with osTicket, which our customer Experience team uses. This means we have two Systems, and at times this can be overwhelming to track issues on both Jira and osTicket.

Jira allows us to track individual issues across the organization accurately by assigning unique identifiers. It allows us to effectively manage our issues using groupings(epics), Releases, and sprints.

Starting new projects on the SAAS is a bit tricky to get it to match older configs you are interested in as it is geared towards kickstarting new users.

JIRA gives us the possibility to integrate other tools like github. This feature has helped our team of developers to centralize all our processes in JIRA and in particular to create tickets (User stories) in JIRA that we can use as a branch with Github

Jira can be perceived as complex, particularly for users who are new to the tool or have limited experience with project management software. The abundance of features and customization options can make it overwhelming for some users.