JIRA Service Management Reviews

Works so well with a support email ID to collect client helpdesk issues, and even link them to development (IT project) tickets

Perhaps the dashboards can be easier and more insightful, for checking workload, number of issues managed per staff member etc

Seamless JIRA integration, customizable workflows, advanced automation, user-friendly interface, robust reporting, scalable, SLA management, and extensive third-party integrations.

Complex setup, expensive for small teams, slower with large data, steep learning curve, and overwhelming customization for non-tech users.

Perfect tool to keep track on the request and make a bridge with the developer team. Able to edit content , know the progress , discuss the issues are quite easy and effective with Jira.

To see the histories of JIRA and to link the related issues it's all good.

Jira is somehow costly for small orgs. Little bit complicated platform with excessive options.

I like the analytics and incident management part of the Jira service desk management and of course the ease of locating tickets and updating them.

I feel like JQL is necessary for important searches which not everyone has experience with.

Managing projects in service management is easy & integrating various applications into it is seamless

A bit confusing at first, roles seem jumbled at first glance & service management itself is a bit ugly when looking at it externally

Jira is standard of IT industry for managing effective development and connecting it to other teams in the company.

Jira can be sometimes complicated which is expected considering the amount of feature it needs to handle complex business processes.

JIRA is the most useful tool for my remote team. I love that I get a bird's eye view of the items and statuses of what my team is working on. I am able to get a quick summary of the items that will make this month's sprint. It also makes collaboration easier as the system promotes ownership, accountability, and progress.

I wish we can assign more than one user to a card or assign a whole team.

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.

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'

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.

Jira Service Management tool really help IT teams, customer service teams to manage requests, incidents, problems, changes. It provides customer portal to submit requests and track status.

Pricing is a bit concern for businesses with limited budgets. Many of the advanced features (such as automation and asset management) require paid plans also limited support for mobile version.

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.

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.

- Seamless integration with other Atlassian products, such as JIRA Software and Confluence.
- The interface is intuitive
- Flexibility in configuring workflows and automation
- Customer portal is user-friendly and simplifies the process of submitting and tracking requests

The biggest downside is that customization, while powerful, can be overly complex for non-technical users. Certain advanced features require a deep understanding of JIRA’s configuration options or even scripting with tools like ScriptRunner.

Users friendly, perfect for my small business

Setting up the service needs more information but with the help it works good

Jira Service management tool gives a 360 view of the ticket life cycle. I like the fact that you pick a ticket and find all related tickets or related dependency services being affected by the incidence raised. There is also an easy to find knowledge from it knowledge management repository when resolving an incidence or request.

I am yet to discover what I least like about it

It helps us to organise and better understand the current progress.

It should support github comments and it would be nice if could integrate github such that task could change progress based on github commits

It is very easy to use even for a new person. Very easy to track tickets and Overall Project status. Easy to get notification and ticket assignment.

When total number for ticket to be tracked is very high it feels little slow to respond. and also for non technical team it can be little tricky to setup initially.

Automation ability to streamline a number of tasks, tickets management

Reporting and dashboards needs some improvement and ability to customize will help

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

The interface is user friendly. I can follow projects and processes quickly and easily. The findings opened for our outsourcing solution partners are great to view and report. It is clear who does what in the team and the status of the processes can be examined by everyone.

I am very pleased with the features and functions I have encountered and used so far. There isn't a feature I don't like.