JIRA Service Management

Pros

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.

Cons

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.

Pros

We have used Jira Service Management for a while to manage IT requests in my organization and the part I love most about it is the simplicity of use.
From the dashboard, it's easy to have an overall view of pending requests and easily manage the requests.
With Jira Service, our support team is quickly able to triage, diagnose, and resolve any ticket within the organization.

Cons

While it's a great tool, we sometimes have issues with the email component. Our customers send requests via email and widgets and the widget works perfectly. But sometimes, we don't get the issues sent via email on the Service Desk Dashboard.

In some rare cases too, when we reply to a customer, the customer doesn't get the email and this leads to a breakdown in communications and support.

Pros

JSM allows the creation of robust automated workflows. The framework is flexible and allows it to be modified or extended through the application of 3rd party scripts or plugins.

Cons

Limited ability to customize and change both the customer portal and the agent's view.

Pros

It makes managing IT requests and incidents much more streamlined. The customizable workflows and automation features save a lot of time and help keep everything organized. We have digitalized many workflows across multiple departments not just IT

Cons

The learning curve can be a bit steep for new users, especially when setting up workflows. We went through too much trial and error to get some basic stuff done

Alternatives Considered

Reasons for Choosing JIRA Service Management

Switched From

Reasons for Switching to JIRA Service Management

Pros

It is easy to link story and test tickets together

Cons

Sometimes, Jira shows loading issues when opening attachments

Pros

Teams created and developed workflows with out of the box capabilities provided Intergrations of apps that prove to be necessary to achieve greater client and customer interactions team became much more cohesive

Cons

Some templates did not fit the needs or use case plan we reviewed or wanted to establish.

Pros

Project managemrt and tracking and the way how jira follow agile

Cons

Customizations is a bit heard in jira. Learning new tool

Pros

1. It facilitates the management and tracking of the progress of all the assigned tasks.
2. We can easily automate workflows to make sure the tasks are completed efficiently and effectively.
3. There are multiple inbuilt reports also available which help to see insights of ServiceDesk operations which helps to see the improvement area.

Cons

1. Learning is time-consuming due to the product's complex nature.
2. Highly integrable but it is challenging to achieve.
3. Extremely costly for small organizations to buy and manage.

Pros

1- Jira dashboard is extremely wide that it covers all the development related problems under one roof.
2- The product is very secure for confidential updates and information of product development cycle and give a ease to see and manage those securely.
3- Extremely wide reporting and customization support provided.

Cons

1. All just due to wide features and functionality the complexity of product understanding increases.
2. I feel missing feature of graphics more to be added in the dashboard for more easy understanding.

Pros

Jira is great and is a everyday use by many at my company

Cons

I haven't run into any issues with Jira yet

Pros

What I liked most about JIRA Service Management is its flexibility and scalability. The tool allows for extensive customization, making it adaptable to different ITSM needs. Whether you're managing incidents, changes, or service requests, the platform's workflow automation and integrations with other Atlassian products (like Confluence or Bitbucket) make processes much smoother. The SLA tracking and reporting features are particularly valuable for tracking performance metrics, and the interface is intuitive, helping teams stay organized and collaborative.

Cons

The downside of JIRA Service Management is the learning curve. New users might find it overwhelming at first due to its range of features and customization options. Additionally, while the platform offers a lot of flexibility, setting up these configurations can be time-consuming, especially without technical expertise. Performance can sometimes lag when managing large volumes of tickets or data, which may slow down productivity.

Pros

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

Cons

Poor help documents especially around JQL

Pros

The thing that I like most about this product is the portal that shows all my open tickets. I can edit the title to have more information to keep track of exactly what that ticket is. I also like how I can organize it to show what I have open vs what the portal has open in terms of tickets.

Cons

There is not much to dislike about my use of the product,, I think the one thing that was nice that is no longer in use is the ability to filter your workload in the filters section. Previously I was able to easily filter my workload to show how much I had gotten done in X amount of time but I am no longer able to do that in the way I had previously.

Pros

Ease of onboarding and managing different types of support projects

Cons

We just love this piece of tech and there is nothing specific that we don't like.

Pros

JIRA is a good ticketing system and works well for I/T management - even though I am not in I/T.

Cons

There is a double-edge sword meaning, all of the history stays with it, meaning, the ticket becomes very long, but then again, all the history is long. I also have had problems adding someone to a ticket where they can input.

Pros

- 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

Cons

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.

Pros

Most widely used tool for business analysis and documetation issue tracking. Almost a standard worldwide.

Cons

Hard to customize and slow in changing interface to be more user friendly

Pros

Usage and crearimg tickets are so easy and have good interface

Cons

I do not have something bad for jira management

Pros

Jira is a good tool , we used it mostly for Product Management based work due to it's easy to share and easy to grant access features I find it ideal in a Product based environment and that is where it shines best . (decent pricing , good collaboration , good reporting )

Cons

At this price point , you have a lot of variety and the market becomes very competitive , you can go other options if you have a Support department for example , if money is no option than this can also fit that role , however the additional features that Jira offers I feel might be lost on support.Summary : Great for Product , Medium for Support

Pros

Good tool for managing task progress in a project

Cons

There's a learning curve associated with using Jira service management.

Pros

User-friendly software, Navigate the software with ease.

Cons

I could not thing I like least about JIRA Service Management.

Pros

Effective Resource management
Effort tracking
Dashboard
Resource Assignment

Cons

more visual analytics would help in easy assessmement

Pros

It is easy to follow up on ongoing projects

Cons

The only thing that could be better is that the job filter has to be reapplied every time you move in or out from a ticket but it's not that much of a big deal.

Pros

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.

Cons

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.

Pros

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.

Cons

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.

Pros

I like how customizable it is. You can set up workflows and automate processes to fit your team’s needs. The integration with other Atlassian tools is a huge plus, making it easy to track and resolve issues.

Cons

It can feel a bit complicated at first, especially if you're not familiar with the Atlassian ecosystem. The user interface is not as intuitive as I’d like, and some tasks take more clicks than necessary.

Pros

What I like most about Jira Service Management is its ability to streamline event service requests with customizable workflows, clear prioritization, and real-time status tracking.

Cons

What I liked least about Jira Service Management is its complexity for new users, which can make initial setup and navigation challenging without prior experience.

Alternatives Considered

Reasons for Switching to JIRA Service Management

Pros

JSM allows customization of workflows to match the needs of your organization. This helps tailor incident, request, and problem management processes. JSM also provides built-in automation, allowing repetitive tasks to be automated, saving time and reducing human error. The platform can scale from small teams to large enterprises, making it suitable for organizations of various sizes.

Cons

Customizing workflows, automating tasks, and configuring the system can be complex for beginners or teams without experience in Jira. It might require dedicated resources for setup and management. JSM can generate excessive notifications, which can be overwhelming for end-users if not properly configured.

Pros

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

Cons

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

Alternatives Considered

Switched From

Reasons for Switching to JIRA Service Management

Pros

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.

Cons

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

Pros

It has transformed our IT help desk into a well-oiled machine. I love the intuitive portal that allows employees to easily submit requests, track their progress, and access helpful knowledge base articles. The automation features and customizable workflows have streamlined our processes and improved our response times significantly.

Cons

Reporting capabilities, generating custom reports and dashboards can sometimes require a bit of technical expertise.

Pros

The customizations, automations and all of the integrations

Cons

Pricing, Support can be slow at times, Not very user-friendly when just starting out, Log information is very spread out

Pros

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.

Cons

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.

Pros

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.

Cons

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

Pros

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.

Cons

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

Pros

I love using JIRA as a PM tool. It makes our ability to communicate laterally in the org much more streamlined.

Cons

This may be more of an internal "how we implement" the tool, but crossing into other depts boards or tickets is a hassle since even viewing requires an access approval.

Pros

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.

Cons

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

Pros

Lot of functions so we are able to customize it for our needs

Cons

UX, complicated setup and plugins which doesnt work as expected

Pros

This product helps our institution track ticket stats and helps us communicate with our customers efficiently.

Cons

The user interface could use a bit of a revamp. We also noticed that some workflow process could be added to track assets and maintain inventory.

Alternatives Considered

Reasons for Switching to JIRA Service Management

Pros

the most awesome about JIra Service Management is the design and the clarity of section of timing and scalable map of projects

Cons

mmm I think the product will be good is It will be able to connected for more platform for designer

Pros

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

Cons

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

Alternatives Considered

Reasons for Switching to JIRA Service Management

Pros

What I like the most about Jira is the management of tasks. You can monitor real-time the tasks assigned to you and work on them.

Cons

When you have lots of tasks it can be overwhelming to look but priority system can help manage and organize the tasks that was created.

Pros

Tracking tickets is pretty good.
Email updates are reliable and configurable

Cons

Poor search functionality
Most pages will not update when someone else changes something

Pros

The ticketing system is very easy to use and intuitive.

Cons

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.

Pros

Jira service management is one if the best ticking tool in the industy. It easy to track all the tickets in one place

Cons

The responsive time for loading the page might take little longer

Pros

Helps keep requests organized
Customizable SLAs
Satisfaction Surveys

Cons

Not as many tools like prioritization or a dashboard for stakeholders
For people to see internal comments, they need to be an agent and an agent is a paid user

Pros

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

Cons

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

Pros

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.

Cons

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.

Alternatives Considered

Switched From

Pros

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

Cons

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

Alternatives Considered

Reasons for Switching to JIRA Service Management

Pros

The program helps develop the right communication procedures, and this helps in ticket management

Cons

JIRA Service gives the right communication, and nothing that limits its efficiency.