About JIRA Service Management
Jira Service Management is an ITSM software that unlocks high-velocity teams to deliver great service experiences fast and together.
Offers a wide variety of customization options making it easy to tailor to multiple business needs. Dashboard shows you what cases you have open and the stages the cases are in.
Custom domains, multiple email handing, enhanced portal customization, the basics... all missing.
Filter reviews (504)
Filter reviews (504)
Probably the top program for managing projects
Comments: Jira is a sophisticated and flexible project management solution with a wide range of applications. Jira's strengths lie in the depth of its task management features, the breadth of its integrations, and the depth of its reporting and analytics tools, all of which contribute to the program's capacity to help you better understand your projects and teams.
To accommodate the fact that various people have different ways of doing things, this user interface may be easily altered to fit individual needs. Jira makes it simple and quick to design and implement unique workflows and rules. One way to break down large projects into manageable chunks is to keep everyone in the loop on how things are shaping up.
Jira's flexibility allows for personalization, but more in-depth modifications may call for specialized skillsets.Performance difficulties: Some users may have performance issues, especially when working with larger projects or those that include complicated procedures.
JIRA Service Management integrates very well with JIRA software, making bug quashing a breeze
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.
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.
A lifesaver for Project Managers
The customizations and visibility of project status it provides to everybody.
Integration with other software could have been better-GIT.
Comprehensive and Streamlined Service Management with JIRA
Comments: JIRA Service Management is a comprehensive and streamlined service management solution that can help teams quickly organize, track, and manage projects. The platform is highly customizable and allows users to tailor their workflow to fit their unique needs. The learning curve can be steep and the pricing structure can be expensive for some, but for teams looking for a powerful and efficient service management solution, JIRA Service Management is an ideal choice.
JIRA Service Management is an incredibly powerful and efficient service management solution that helps teams quickly organize, track, and manage projects. The platform is highly customizable and allows users to tailor their workflow to fit their unique needs. The interface is intuitive and straightforward, making it easy to navigate and use.
The pricing structure of JIRA Service Management can be an issue as it can be relatively expensive for some organizations. Additionally, the learning curve for setting up and using the platform can be quite steep, and it can be difficult to manage large projects with many moving parts.
Project management tool at it's best.
Comments: Overall my experience with Jira is awesome as I got used to the system itself.
The sheer range of features Jira offers.
At first it is a bit overwhelming but slowly you get use to it.
Alternatives Considered: Trello
Reasons for Switching to JIRA Service Management: Overall service offering of Jira is very good.
Convenient tool but not usable
Comments: Easier ticket management for large projects and with many teams involved. In general, it is difficult for non-technical teams to understand the use of the tool
Definitely the collaboration and bug tracking tools. Email notifications are also very convenient and lead directly to the relevant issue. The export of open tickets with their status is also useful for internal team reviews
The ticket filtering tools you are responsible for or involved in are not optimal, especially in very complex projects. The general usability of the platform is also not very intuitive with many fields to fill in that are difficult to understand.
Easy to integrate with Zendesk and easily tracks support issues for Engineering
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.
Handy platform for Product developnment
Comments: Easy, cost-effective and cross platform
Service requests management, Ease of requirements & issues management, with confluence integration even requirements and publishing docs become super easy
For our needs always found schedule development without using EPICs becomes difficult
Alternatives Considered: Microsoft Excel
Reasons for Switching to JIRA Service Management: Access online at any time and from any device
JIRA service management provides excellent way of handling issue or user stories.
Comments: JIRA provided the ability to manage the overall IT project execution . The tool also provided ability to create disting user stories and tasks to complete. The tasks could be cloned easily and moved from one worspace to other. The access and permissions were easy to maintain. The tool was a secured source of project management overall.
JIRA portal provided ability to create user stories, tasks and track the activities. It also has the abilities to burn the hours needed for the task. The number of hours remaining and burned could be tracked independently for monitoring the tasks.
The features available in the tool are so numerous that a user may not know the immense capability of the tool unless a documentation is available.
One of the best project management software to have
Comments: Overall, I would highly recommend Jira to any business or organization looking for a powerful and flexible project management software. Whether you're a small team or a large enterprise, Jira offers the features and functionality you need to manage your projects effectively and efficiently.
It helps us track our tasks very efficiently, using tools and features provided by Jira Software. Like Jira Boards, Time Tracking\Work-logs, Reports, Email notifications, Filters and Dashboards are few which we are using most frequently.
It has lots of customization options, which makes it bit complex specially during initial setup.
Powerful and Capable, but easy to over complicate things
Comments: Initial setup can be complex but it can also be super powerful if you are able to configure it properly. It's visual scripting and workflow tool is really capable and easy to learn
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.
Life Savior tool for Agile Projects
JIRA is becoming one shop all for all project management needs.
It also act as a tracking warehouse for all project management and IT management activities in current agile world.
Scrum meeting actions and stories are easy to browse compared to other existing tools on premise.
JIRA is also efficient to manage code control versioning easily by rapidly varying requirements.
It saves a huge cost for placeholder for our IT Asset management when migrated from traditional software
JIRA service management is very use friendly software in day to day project activities. JIRA has been excellent tracking tool for testing bugs, defects easily during entire project cycle. It is very effective place holder for IT asset management and project management phases. JIRA has capabilities to integrate with multiple ITSM management tools and reporting tools for effective reports and dashboarding.
New changes for html pages take little more time for loading when moved to production. Version controlling sometimes create hiccups during rollback period.
Alternatives Considered: Confluence
Reasons for Choosing JIRA Service Management: JIRA is more user friendly and easy to mange across enterprise compared to Excel. Macros behaviors were pain points during maintenance but JIRA resulted as cost effective tool for corporates model.
Switched From: Microsoft Excel
Reasons for Switching to JIRA Service Management: It is more cost effective and user friendly software compared to Confluence. It is easy to track for scrum stories and follow agile approach to avoid standard documentation hours
Service Management Tool Anybody Can Use
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.
Alternatives Considered: ServiceNow
Reasons for Choosing JIRA Service Management: The cost was too high and we couldn't afford the price for the project budget.
Switched From: Track-It!
Jira, one of the best ticketing tools
Comments: I have been using JIRA and its different versions, distributions, add-ons for a time now.This is one of the best-known yet expensive solution for ticketing, and one of the best working one.You may check what points I have collected for pros and cons, yet if I could, I would use and recommend JIRA.The interface what most people "ragging" about JIRA, indeed needs to time to get familiar with, but Salesforce and its chatter, JIRA is still better.There are training material, some on-boarding also available in-built for JIRA and after a few ticket, you are ready to go on your own.In every sector you can find ticketing tools, JIRA is customizable according to your needs.If a lot of people are going to use it, I recommend to have an on-premise solution with a lot of power.There are rivals to JIRA, even in-house ticketing tools, in my company now we have 2 systems, yet an IT-provider can use a lot of them, causing a chaos.JIRA is continuously being developed, there are 3rd party extensions to it, quite stable.
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
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.
Famous tool, yet can still be better
Comments: Reasonable experience
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.
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.
About Jira - Project Planning
Comments: The initial setup was quite a challenge but, here we are. It's an awesome system for tracking project issues, especially for new clients during onboarding.
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.
One of the best Service Management tools in the market!
Comments: This is a great service desk software. It has some great features, and the overall experience with it has been really good even though it was used for a very critical and big project. Tickets can be transferred to other users seamlessly. Documents can be assigned to tasks and incidents which can help other users understand what is in front of them easily. Overall, it is very important in handling support based tasks that run 24*7.
Jira service management is one of the best service desk softwares in the market. The ease of use is great, even for users new to the software. It helps the users keep a proper and clean track of the incidents/tasks/etc they have. One of the best things about Jira Service Management is that multiple teams can easily collaborate and work on it. This enables big projects involving various teams to work seamlessly.
There are not many major disadvantages with using this Jira Service Management software. But a user must be careful while deciding to delete a ticket, because once deleted it is goodbye for ever. It cannot be retrieved. This option can be modified to allow retrieval of deleted tickets to ease the process for users who might delete important tickets unintentionally.
Dig Deep Before Buying
Comments: It has solved some of our immediate business needs out-of-the-box or with moderate configuration effort. But as a full solution it is missing a handful of simple, but crucial, features. It definitely "feels" like a second version. It needs a third.
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.
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.
Ticket Management now became easier!
Ticket management has been a breeze for our teams as we were lacking one stop solution for all out team other than dev teams, every colleague in out company can now get their issues resolved as per there query and doesn't require any manual intervention.Its easily integrable with. JIRA so are teams can link tickets in case of any enhancement. The UI is quite simple and easy to use.
The initial setup was a little cumbersome due to multiple rules which we needed for our business, other than then there are no issues!
Alternatives Considered: Zoho Desk
JIRA - Can't live without it
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.
Excellent for big projects.
Comments: A very compelta application, useful for small and large teams, but more thought for the big ones, allows you to have a complete follow-up of your project, apply agile methodologies and correct errors and have a record of them, it is excellent, use it and you will like it!!
Jira has very useful tools for managing projects, in my opinion you exploit its advantages when they are big teams, its main advantage is the follow-up to the development and progress of the projects, the errors that arise during the development process and the management operational, it helps you see more, to improve development times and correct errors for your next project, also has free trials so you can enjoy its benefits.
The truth is that it is a very complete program, but I think your biggest benefit is when you are big projects, if you are a small team I think other tools will be better suited, besides the price is a bit high.
Powerful but confusing ticket manager
Once we got our heads around the rather clunky and busy UI we've realized just how useful JIRA is.
It's now the Universities ticket manager of choice and is used by every member of support staff.
No other ticket manager (that we've found) comes close to the features offered by JIRA.
JIRA offers a huge amount of features, from simple support tickets to project workflow planning. Our method of project management (agile) works brilliantly with this, we're able to assign work in 'Sprints' that match our real working week. The ability to link JIRA with other 3rd party applications is excellent, we've integrated it with our content management system and QA / testing software. The wide use of JIRA makes communicating with other organisations much easier, most support companies are at least registered here.
The pricing is rather expensive, its not too much of a problem for a large institution such as ours, but for smaller businesses this may be too much. The user-interface and general layouts really aren't intuitive, for a new user it takes a while to get their head around the various features and processes. It took a few weeks for even the more experienced developers to get used to it.
JIRA Service desk is integral to our customer support, even though extensibility is a problem
I think my favorite feature is the internal comments. It's simple, but really helps to have a side conversation with your peers about an issue before commenting to the customer.
I'm also an Atlassian plugin developer, and the JIRA Service Desk Java API is pretty awful to work with compared to the APIs for JIRA Core and JIRA Software. That makes extending JIRA Service Desk way harder. I also don't quite like the stripped-down UI offered to customers through the customer portal. As a regular JIRA user, I resent missing features, like being unable to edit my own comments or being unable to see a preview of any rich text that I might add (such as *bolded* or _italicized_ words). I have also heard from my peers that SLA calculations are really tricky to get right, and often behave in ways you wouldn't expect.
Review for Jira
Comments: in the past, the developers not are tracking good because only attended issues in GitHub and did not have management
I like the integrations for some apps, for example, GitHub, slack calendly, and more
i think the format from tables in more cases the text does not align correctly
Accelerate Processes with Approval / Reject
Some requests must be approved by a manager before they can be worked on and completed before they are involved in the business process or before moving on to the next stage. For example; the administrator can approve the withdrawal request, the IT officer can approve the closure of this user's accounts, and the process can proceed within the approval-rejection stages. The Approval-Reject feature allows the authorized persons in your organization to grant the necessary permission for the job to be performed or to proceed to the next step. Jira Service Desk provides us with this feature without the need to become an agent user. The person must be one of the users of Jira Service Desk, Jira Software, or Jira Core.
The Jira Service desk module needs to get better. ok it works but lacks a number of simple features. for example, you can link a customer request to an internal issue, but the customer cannot see it. the other problem is that the interface is very calm. Very little interface customization option.