Jira Service Management Reviews

Summary: I really liked how Jira Service Management enables us to give prompt support to our clients. The platform is incredibly easy to use. Overall, I suggest the Jira Service Management tool if you want a fully transparent centralized help desk that works reliably.

Positive: There are many features I loved but the topmost is the ability to prioritize support tickets. Based on the problem it gives you the freedom to mark the priority to urgently resolve. The dashboard is incredibly intuitive. It allows you to add support links according to departments.

Negative: I'm happy with the Jira Service management tool. No cons.

Summary: Would have to give this a 10/10 for our IT dept. It is so easy for them to use this and get things done effectively and quickly.

Positive: I like the malleability of the service. We use this software for both operations management and for Ticket Tracing. It's nice that we can just have everything in one place. One of the best ticket tracking services that we have come across. Love the delegating of each ticket to a team member.

Negative: Not a whole lot to say on the cons side. It's rare that a ticket isn't resolved or is lost.

Summary: The product is a really nice product, we use many different ticketing systems. And this one is certainly a good fit. That said, Jira isn't for project management. It's a powerful ticketing system no more.

Positive: As many ticketing system, Jira offer you to customize the "tickets" and you can easily integrate customer communication and developer task. Even if both don't follow the same process it's easy to link and follow them together.

Negative: The configuration of many workflows can be a headache. If you are looking to grow a lot with it. I recommend calling an external Jira Expert to help you to set it up.

Summary: Great investment if company is larger than 1000 employees, fewer than that wont have that good of an impact in the company.

Positive: Lots of integrations out there.
Easy to implement
On prem implementation is the easiest since there is a lot of walkthrough with support.

Negative: Expensive tool, one of the most expensive tools out there.

Summary: To work in a support area whose objective is the use and recycling of custom fields, Jira Service Management meets our work needs. It is fabulous to be able to switch between requests without losing the general work pattern that is being used at the moment, and that when changing the names of each field there are no identification errors by the agents.

Positive: The excellence of Jira Service Management lies in its facilities to allow us to adapt to the lexical level of the clientele thanks to correction tools, which are only a small part of all the tools available for editing requests and messages. The latter are highly customizable, allowing us to separate them and identify them with icons.

Negative: Some technical support tickets must have specific configurations depending on whether or not the requests sent to us match the artificial intelligence of our agents. In these cases an incredible amount of time is wasted by not being able to configure them using some basis within the system.

Summary: User experience is good and the collaboration/delegation is fabulous. However as not only a user but an admin I find the admin functionality very complex for no good reason. I shouldn't need a bunch of training to make simple changes to the workflow for example.

Positive: 1. Can create separate projects with separate workflows
2. Auto assign tickets as they come in
3. Tickets can be submitted without having a license
4. Lots of integrations
5. Mobile app

Negative: 1. Admin / making changes to projects or settings is really confusing

It's not intuitive at all as an admin on how/where to change certain important settings