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

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 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

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 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.

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.

The flexibility, all the things you can setup for a project to be tracked here, the board management, workflows, assignments, roles and that fits so great for Scrum teams.

We are lacking to have a free test cases management in Jira.

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.

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.

Users friendly, perfect for my small business

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

its workflow management - easy transition from one state to another .access management - restricting users from updating or configuring boards to avoid unintended confusions .bug tracking and user story creations - made my easy to track and progress in right direction .

with my current usage of JIRA - nothing I dislike about JIRA - it does everything that I am asked to do .it

I like the most that the cross-team collaboration works really good and everyone can stay updated and everyone relevant can request an update whenever needed. And it is helpful for multiple teams (support, finance, engineering and etc), since it can be modified whatever the need is.

In some cases the product of JSM is not the most flexible and convenient. Still has issues.

Most feature rich ticketing/project system

Clunky and slow at times, will freeze up for minutes wen making changes

The most important part of the Jira functionality is the availability to enable teams to create, update, comment, assign, and establish a clear channel, and expectations that are required to complete a project in an organized and efficient fashion, the feasibility of documenting and creating a project status report based on tasks, pre-defined or project tailored tasks.

I believe that graphical interface dashboards would help to be robust, meaning, more detailed information, and the availability to generate clear reports is always useful for clients that don't want to access Jira, and just want an insight dashboard or the Project Lifecycle.

JIRA is very useful to use while compared to other tracking tools. It helps us to track the issues and progress assigned within the different teams. You can also filter the stories assigned to us that helps you monitor on track !

I don't have any major dislikes about JIRA Service Management.

Automation ability to streamline a number of tasks, tickets management

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

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.