Jira Service Desk Reviews

I started using Jira at the start of my career, and it has been a very user-friendly experience as a fresher and now, when I assign tasks to my teammates. It helps in keeping track of the progress as well as managing all the functions that are being assigned. Even the deadlines can be estimated based on the progress track from the tool

.As a fresher, there were some difficulties that I faced in understanding where to look for past tickets or who else worked on the key that I was assigned to, as well there could be an internal chat feature that would save a lot of time for the uses who has to wait for the client to reply on a comment.

We use Jira to initiatively protect and alert about all our clients' bugs and keep track of their progress and improvements. It also helps to show transparency on who the assignor is and who has been assigned to a specific task. Custom filters and sorts can be created to save tie as well as in case the workload is more than one user can complete; it can be split among others to complete the task in the specified period.

Proven and flexible - perfect companion to the rest of the suite.

Stock SLA management is limited and relies on addons to shine

Client support ticket management

Allows me to collaborate with my team easily despite being in remote locations

The navigation of the menus. It requires too much back clicking

It benefits me in that I can know what issues are being handled by a member of my team

JIra has been an user friendly interface that allows me in monitoring progress and efficiently handlingteh allocations of tasks.Additional, it allowsfor the estimation ofdeadlines based on theproject's progress which isa valuable feature. Ease of implementation as well as customer support are also a plus.

In the beginning I encountered some challenges in terms of locating the previous tickets and who handles the same. Other than that my overall experience had been great with Jira.

Addressing and documentingall the issuesencountered by clients,while overseeing their progressand new developments.Jira provides clearvisibility regarding task assignees,facilitating seamless communication with both client and service providers.

1. The ability to manage teams and tasks across geography and across verticals.

2. The ability to see how well the team is doing, in terms of deadlines, the avg time took to solve a bug, the number of p0 etc. This helps in reflecting what are the areas to improve as a team and function effectively

There's nothing much to be very honest. Everything works seamlessly and Atlassian is a customer focussed company which keeps collecting feedbacks and improve/implement them.

Effective team functioning (self managed teams)

Effective Cross teams collaboration.

Effective Cross countries collaboration.

Saves time and efforts of engineers.

We can create custum dahsboard also we can see all data on single dashbord in multipal ways. The user interface is great. we can create new PRs from this tool it is good new features. we can tracking /planing of project.

we are facing performanace issue. Somtimes it is difficult and complex to configure.

Need to work on filtering options. some difficulty in filtering subtask

What I like best about Jira Service Management is that It works pretty similitar to jira software, if you know how to use jira software you will have no problems with this tool. Simple but powerful.

What I dislike about Jira Service Management is that it translates poorly to other languages, if you choose other language than english it will be a terrible mix between english and the language you choose.

Jira Service management helps my organization to keep track of incoming work from external customers and internal requests so we doný have to check 2 tools to keep on top of the pending work.

We use this for helping serve our customers with a knowledge base and support ticket portal, so they can raise tickets and request in line with contract SLA's and to keep them simple and easy to review at any time

Permissions, we have admins that could manage the platform but as soon as they are added in as a user they instantly use a licence when they are not acutally using the systme on a day to day basis.

Customer Service portal could be a little bit easier to customise/manage

Internally fo us support tickets relating to change requests and development workflows, but also to serve our customers and provide them with a portal for knowledge and instructions sets but also release info and bug fixs along with trianign and support tickets

Jira is our best buddy when it comes to creating topics that we will need during meetings. We were able to setup topics and put deadlines as well. We can also leave comments on every post.

There is nothing that I dislike about Jira. It is one of our best applications that we used on a daily basis specially that we always have updates that we need to cascade.

With Jira, we can always set up reminders for meetings. We can also create tickets whenever we have issues with software and hardware. We also have the option to ask for access to certain apps and websites, which is really helpful.

JSM offers easy customization and separation of customer support "portals," as well as support issue management in a format that's already familiar to our devs.

Unless you're already familiar with Jira management, the learning curve can be long and steep. I highly recommend using the Atlassian Community and researching prior to starting JSM build or customization.

My current company has used JSM internally for personnel IT requests and a different solution for client requests. In a former life, I used JSM with customers and found that having support issues follow the same general flow as development issues helped everyone on our teams conceptualize ITSM issue progress better than having a siloed flow just for support.