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1-50 of 444 total Jira Service Desk reviews
Jira Service Desk review by Carlos G.
Program Manager
Information Technology and Services
Enterprise
(5001-10,000 employees)
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"Jira Service Desk is a great tool to manage customer requests and Service Level Agrements (SLAs)"

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Jira Service Desk review by Alan M.
Digital advertising manager
Newspapers
Enterprise
(1001-5000 employees)
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"Essential project management software for our business"

What do you like best?

It's a great platform that supports whatever type of PM you want to use but is best suited for us in Agile and SCRUM. We don;t use all of the features as this platform is a beast but it keeps us on track with all our projects, sprints and tasks. Integrates with all the things you would expect, definitely essential to our development cycle

What do you dislike?

The UI is sometimes a bit annoying, editing tasks can be a bit of a nightmare because you have to do it from specific places, sometimes not intuitively.

We work in publishing so not a true software development environment so as things come in we have to deal with them, as a result we've had to give up on using things like burn charts but that's more to do with our workflow.

It can get expensive as you scale up so planning out who and how it gets accessed by is important

What business problems are you solving with the product? What benefits have you realized?

This is our comms tool for the business, we didn't have a service desk before JIRA. It allows our entire business to submit a wide variety of requests and for us to control and prioritise workflow for the team. It's simple to use and intuitive for most people but does require a bit of set up

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Jira Service Desk review by Abhijeet P.
Senior Executive
Telecommunications
Enterprise
(10,001+ employees)
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"Best in Industry!!"

What do you like best?

Quick Bug fixes

less resolution time

Proactive monthly maintenance Notification and other notifications too

Understanding of issue quickly

Overall best till time

Quick hot line support

Admin has good understanding of issue

Also branding support is fantastic. We have cahnges some bradning and support guys helped us to managed this well

What do you dislike?

Mobile application support

Multiple language support and code performance.

We required some changes in product but we did not received satisfactory answer and told us wait for future release

sometimes downtime is more than expected and it is frequent due to more bugs

Recommendations to others considering the product

I would suggests this is best online software till date and you can fully utilize this for your BAU activities and do much better in projects handling and for customer satisfaction.

What business problems are you solving with the product? What benefits have you realized?

Overall we are managing our projects in best manner due to JIRA Support.

We are doing tedious jobs which we took almost couple of days now we are delivering in hours.

Compare to other softwares in industry - I think this is awesome online software to avoid Waterfall model.

I was very upset with waterfall model and now this JIRA approach which involves scrum, sprint and customer as well so we can have transparency.

HIGHLY RECOMMENDED !!

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Jira Service Desk review by kiprotich g.
Lead Generation Researcher
Information Technology and Services
Mid-Market
(51-200 employees)
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"JIRA Service Desk IT SUPPORT"

What do you like best?

Jira service desk is fast,efficient and user friendly.It is efficient in interdepartmental communication and seeking IT SUPPORT from IT department,data retrieval and access..customer support and response,,email integration and support

What do you dislike?

For its usage you must be online and also the person whom you need help should also be online for its convenient and proper usage,also the person should have Basic knowledge on Information technology.Customer responds purely depends on availability of internet.Another dislike is in case of network interruptions or slow internet connectivity will make JIRA SERVICE DESK to be slow hence affecting overall functionality

Recommendations to others considering the product

Kindly adopt the JIRA service desk for IT SUPPORT and performance improvement in your organization.Jira SERVICE DESK FACILITATES tickets PRIORITIZATION,ROUTING AND NOTIFICATIONS which are essential in any functions of an organization

What business problems are you solving with the product? What benefits have you realized?

IT SUPPORT PROBLEMS..THE BENEFITS ARE MANY like its saves on time and improves on performance of the organization.Workers can communicate freely.

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Jira Service Desk review by Paul Robert L.
Software Developer / IT Technician
Design
Mid-Market
(51-200 employees)
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"Great way of tracking issues for Agile-development environments"

What do you like best?

Easy to use and to set up. Permissions are role based and each person can have different roles in different projects. The tasks are also easy to setup on the user end.

What do you dislike?

Reports are hard to understand without knowing the type beforehand. For critical-issues, there are no alerts to let the user know that their tasks is due or near due.

Recommendations to others considering the product

Highly recommended for Agile environment. Scrum implementation is built in but for non-scrum users, there are also boards where they can simply post issues and developers/engineers can work on those at their leisure rather than a formalized scrum meeting.

What business problems are you solving with the product? What benefits have you realized?

We are mainly solving the issue of not tracking history of development. Sometimes duplicate issues showed up and we did not know that it was already solved, having everything tracked is a great way of saving time. Other benefits that are appreciated but was overlooked in the beginning was seeing the amount of work engineers are actually putting in. Before we did not know that some of the engineers would spend hours on a project even though they looked like they were always done with their work.

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Jira Service Desk review by User in Higher Education
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"Excellent project management"

What do you like best?

The user interface is the best part of this software. As soon as you login you see the tasks you need to do. Then the issue details page, where every information you need is available at your tip. The best part, to make a simple change, you don't have to refresh.

This it available both as cloud application and in-premise installation.

And not to forget, seamless integration with bitbucket. You can either make a branch in the bitbucket repository from JIRA, or it automatically associates a story with a branch in bitbucket. Bitbucket is the best repository in my thoughts (better than github)

What do you dislike?

There are several issues related to the permissions that the team can work on.

Recommendations to others considering the product

There are several competing software, but when it comes to the best implementation of agile and kanban, nothing can beat Jira

What business problems are you solving with the product? What benefits have you realized?

Project management, team collaboration

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Jira Service Desk review by TINCY G.
Test Engineer
Information Technology and Services
Enterprise
(10,001+ employees)
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"Jira - A faster tool for issue resolution"

What do you like best?

The kind of view it offers, which is easily understandable and therefore resulting in faster issue resolution. The ease with which daily work can be logged and monitored. It also provides an option to track the issue which is indeed helpful as it helps me know the progress of the issue raised and also the name of the assignee. Also, the JIRA service desk provides wonderful customer support. It also helps us meet SLA.

I

What do you dislike?

The maintenance of Jira can be improved. The initial set up is quite complicated. Also, the automatic session timeout.

Recommendations to others considering the product

I would definitely suggest JIRA service desk to everyone as it is very user-friendly. It helps us raise an issue and also track them. Use this service and make your life easier. The wonderful customer support is a must mention.

What business problems are you solving with the product? What benefits have you realized?

Jira service desk has been an effective solution for daily issue tracking. The features like the addition of tasks, effort logging, easy monitoring of who is the task worked upon by.

The team was able to add epics, user stories, tasks and also assign it to them. The Kanban board is very helpful in the quick monitoring of the tasks and also helps us know the tasks in progress /that are completed.

Also, as we are working in agile methodology, it's really important to complete the tasks in the assigned span. And JIRA service desk has been very helpful in addressing issues.

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Jira Service Desk review by Ipshita A.
System Engineer
Information Technology and Services
Enterprise
(10,001+ employees)
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"Jira - One stop for all your Agile Practices"

What do you like best?

The best part about Jira is that it lets you access the same issue/story different in ways for example the board, the backlog or your user profile. It not only defines the tasks under the current sprint but also lets you see the current sprint tasks as as drop down as per your name.

Also, I like how it lets you define the estimates for a particular sub task. We can easily log work as per those hours and put in a comment.

The overall user interface is pretty intuitive, with numerous options.

What do you dislike?

The downtime that we face due to maintenance due to which the daily tracking and managing gets delayed.

Recommendations to others considering the product

Go for it! You won't regret using it.

Best tool for managing your Agile workflow.

What business problems are you solving with the product? What benefits have you realized?

In our project we are using Jira for overall project tracking based on issues. We add all our issues to the backlog and pick it up from here to add it to the current sprint.

We also use it to request and track the on-boarding details for reports like HP Fortify and SONAR.

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Jira Service Desk review by Tamanna M.
Senior Software Engineer
Information Technology and Services
Enterprise
(10,001+ employees)
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"Jira The Perfect Tool For Smooth Management of an Agile Project"

What do you like best?

It is mostly used as issue tracker now a days it mostly used in agile project to track the status of of each and every activities in a project.It is having good user interactive with lot of functionality which is very easy to use.Here you can create a task and estimate the time for the task also you can create sub-task under that task and assign to respective people and easily track the progress.Lot of plugins systems are there some of are free and some of are paid which will add extra value to the toll. You can track the velocity of the team by seeing BurnDown chart and you can use Jira for release management as well.

What do you dislike?

It is very complicated to configure all the things. Some of action like delete a sub-task only those can do who have admin access. Spamming office mail for each and every action i don't feel it's useful.Sometime its create some issue like we can't track the work properly and they take a lot time to resolve it.Customer support need to be improve.Auto sing out feature after some time interval which i personally don't like.

Recommendations to others considering the product

Those all are working in a agile project Jira is best tool for track all the activities and run the project smoothly .you can easily estimate the time for release and you can deliver in time.

What business problems are you solving with the product? What benefits have you realized?

As we are working in a agile project we are using Jira to manage all task as user stories , we used to estimate the user stories and assign to respective person and we can track the progress and estimate the end time.We check velocity of team and how smoothly its going on.

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Jira Service Desk review by Sushant D.
System Engineer
Information Technology and Services
Enterprise
(10,001+ employees)
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"Task Manager in business world"

What do you like best?

Jira, provides an ease in tracking down the tasks, and efforts of an individual, and generates a report for this data given, providing the efficiency of the team as a whole.

It uses kanban board to show a detailed information of the individuals.

We can individually log the work, for the hours which a particular task took, and then compare it to the efforts estimated for the same.

This helps to efficiently estimate the tasks further on-going thus having the tasks completed on the committed timeline.

What do you dislike?

In Jira we usually face some issues while updating the status of each individual, as it is not reflected to other users in real time, when viewed on the same instance, even after refreshing.

Also one of the major concerns is the automatic session timeout, which creates a problem and you need to login time and again, as it logs out the current user automatically.

Recommendations to others considering the product

For keeping a track of issues/ tasks, we can go for Jira, as it helps in improving the efficiency and helps improving the planning.

If someone is working in a big organization, so to keep a track of each individual, and getting updates, we can prefer Jira

What business problems are you solving with the product? What benefits have you realized?

In our business we are using Jira, for keeping a track of the tasks, under the sprints, spike or epic taken up.

Also we are using to monitor the efficiency and the burn down chart to get to improve ourselves, while working in Agile Methodology.

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Jira Service Desk review by Internal Consultant in Marketing and Advertising
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"great for workplace productivity!"

What do you like best?

i love the organization of jira--we use it across all of our library departments and it is an amazing service for writing up maintenance tickets, item fines, personal notes to other employees, etc. despite the library system at ucla being quite a vast network of employees, jira makes it very easy and simple to organize employees by each department and assign/send tickets to each respective department depending on the issue at hand! jira is also very user friendly, has a beautiful interface, and is intuitive to learn. all of our employees, whether full-time or just part-time students, utilize jira and everyone loves how easy it is to use! i love being able to create your own pages on jira as well and design/manipulate them with different macros/features depending on what the page is for.

What do you dislike?

there isn't much to dislike about jira! the only real issue is sometimes having too cluttered of a workspace if there are too many open tickets and since the jira system is so vast, it is easy to lose pages along the way. overall, however, jira is a great product and we haven't had any serious problems with this service in a very long time!

Recommendations to others considering the product

definitely recommend using this product! it is amazing and will make your workplace so much more organized!

What business problems are you solving with the product? What benefits have you realized?

besides internal management, we use jira as a sort of data analytics platform as well in order to keep track of--for example--how many item fines are occurring as well as what kind of fine it is (staff error, student error, full refund, etc). we are able to use jira to categorize each fine into the proper category so we can monitor the frequency of each type and see whether most fines are staff errors or student errors.

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Jira Service Desk review by Shane B.
Technical Director
Computer Software
Small-Business
(2-10 employees)
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"Simple User Friendly software for day to day project management"

What do you like best?

It does bug tracking and sprints simple and well

What do you dislike?

The UI can be sometimes a little finecky sometimes and hard to find Sprints etc .. however this has improved greatly over the last few months and continues to do so

Recommendations to others considering the product

Take time to use the product in an actual project - if you play around with the software and only use it for test purposes you don't see the full benefits of what it can do for you.

What business problems are you solving with the product? What benefits have you realized?

Day to Day running of a small software team .. everything is organized and people know exactly what tasks they are working on and what their team is working on. We no longer use a white board now. The Project Managers can see progress instantly and rely this information to the project stakeholders.

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Jira Service Desk review by Kyle P.
Email Marketing Specialist
Staffing and Recruiting
Mid-Market
(51-200 employees)
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"Comprehensive useful tool for those that want to provide a service desk portal to clients."

What do you like best?

The breadth of features and customizability of JIRA Service Desk is excellent. We can taylor fit it to our individual needs, such as adding fields for PO numbers, estimates, labels. It serves as my virtual "dry erase board" of cases and lets me manage where they all stand in the process.

What do you dislike?

There's been times where it hasn't always been easy for our clients to get up and running on JIRA. That, and bringing in others on existing cases isn't always easy. Say we want to bring our developer in on a case, or a client's coworker. Adding them as participants, and being able to reference them in communications so that they get notified, hasn't always worked.

Recommendations to others considering the product

Make sure that your particular business' needs align with what JIRA Service Desk has to offer. It's very customizable, but with that customizability comes alot of time needed to familiarize yourself with the software and set it up. I definitely wouldn't use it unless you think having a service desk portal for your customers is something you want to offer.

What business problems are you solving with the product? What benefits have you realized?

We work with many different clients on a variety of cases, entailing different files and images and code snippets... these situations can be new sales situations or incident management. JIRA Service Desk serves as a virtual "patient chart' where we can have all participants to a case correspond on it, rather than rely on emails, voicemails, and even texts. We tell clients, "if it's not in JIRA, we have no record of it." All correspondence is noted, all time is tracked, making it the ultimate project management software.

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Jira Service Desk review by Pritam D.
senior systems Engineer
Information Technology and Services
Enterprise
(10,001+ employees)
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"Jira issue tracker and importance in agile workflow"

What do you like best?

In a agile project Jira is very usefull tool. It is having a good interface which is easy to use ,when you are adding some task to Jira then we can easily track the process and when its gonna complete and how much effort we are putting in the task.Then other feature like product backlog we can check and we can check the sprint velocity so we can find out all the work going on a smooth flow or not. Burndown chart we can see and release date estimation we can estimate also basically it helps to process the sprint smoothly and we can keep track of it.

What do you dislike?

its bit slow that i find and some time create issues like we can not update ours task progress and generating the report of the sprint also bit complex. Auto sign off every time after some time and its expensive also .it send auto mail for each and every activity like addition of task moving the task i did find its required.

Recommendations to others considering the product

if you are in a agile project it is the best tool to run the project smoothly

What business problems are you solving with the product? What benefits have you realized?

In my project we are creating the use stories in each sprint through out the project and creating sub task for each use stories and assigning the sub-task to individual people and keeping a track of it and generating release report and burndown chat every sprint-wise.

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Jira Service Desk review by Prabhudayal A.
Senior Software Engineering
Information Technology and Services
Enterprise
(10,001+ employees)
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"Jira Agile- Modern tool for project management"

What do you like best?

1. Agile workflow support provided by Jira.

2.Configurable UI for individual needs.- You can configure your own dashboard as per your need.

3.Real time update of patch and fix. - You don't have to worry about installing the patches. No DevOps engineer is required

4.Graphical representation of efficiency and progress. - Especially i like the Jira burn down chart, which keeps the team in working mode.

What do you dislike?

1. Complex installation process.

2. Dashboard if not configured properly can be a nightmare to new users. New users might complain for finding too many buttons and details, which leads to difficulty in working in agile mode.

3.Abnormal behavior at times.- automatic logout, slows a lot , different state of sub tasks for 2 different users.

4.Really expensive.

5. Last one which i personally find irritating is getting emails on each and every change of tasks

Recommendations to others considering the product

Not a worth for money product. But if experienced users are present and really big enough teams , might be considered.

What business problems are you solving with the product? What benefits have you realized?

We are working in agile mode. Hence user stories, epics, sub-tasks those are being tracked using Jira.

And as i was informing earlier in likes section we have burn down chart and efficiency graph to monitor the team progress and efficiency.

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Jira Service Desk review by Billy J.
Senior System Engineer
Information Technology and Services
Enterprise
(10,001+ employees)
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"Good and Interactive Interface"

What do you like best?

The best thing that i like is the "TRACK YOUR ISSUE" option that is available and we can have a continuous track over the request that we have raised and the assignee who is handling the request. We have full control over issues and requests and follow it very closely. The name of the person whom its is assigned is also provide . So it is easy for the users to follow the issues. The customer support is very good when the service is down .

What do you dislike?

There is an option to assign the requests to some one . That option is what I dislike because that process is like ordering someone to do the work other than requesting . It may lead to mismanagement of peoples work As one person may end up in solving many requests.

Recommendations to others considering the product

Use this service as it makes your life easier . Helps in improving the CICD works so that there is less human intervention and everything in done automatically . One more thing to appreciate is they have a very good customer support to support the clients in all instances.

What business problems are you solving with the product? What benefits have you realized?

When we have to raise a ticket for getting access to certain reports like SONAR or HPE-Fortify we people use the JIRA service desk to raise a request and get our access. We as team also use the service desk to track the entire teams progress in terms of getting access and finishing their work.

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Jira Service Desk review by Mauro R.
IT Engineer / Network and Security Expert
Apparel & Fashion
Enterprise
(1001-5000 employees)
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"Service desk for all"

What do you like best?

The service desk help a lot to track different IT support activities and provide a tool to monitor the SLA provided by compny that is working with us.

What do you dislike?

What I dislike is the same of all this kind of tool, the deploy to the user give us the chance to provide a best service to the final user, because we can provide a layer to share the support with also some external company to cover different time zone, but for the user that in the past was used to have a direct contact or a phone call sometimes this doesn't seem an improvement but the see this tool and also the other similar too cold and the perception is that this is impersonal and not help like the normal use to go directly to the tech people

What business problems are you solving with the product? What benefits have you realized?

We start to use this kind of tool during the migration of our ecommerce to aws, but now we are working to open this to all our users, expecilly for the sales people to provide the best help when thery are with the customer

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Jira Service Desk review by Prity V.
System Engineer
Information Technology and Services
Enterprise
(10,001+ employees)
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"Its a good tool to manage all the issues aand stories at one place."

What do you like best?

The feature of JIRA to control and manage all the work at one place is quite good and helpful. It helps to create issues and stories and also allows subtasks to be linked with proper stories. The feature of work log is also very manageable and effective to count the total efforts done by individuals, and this data is used to create reports of head counts and efforts required for any of the work.

It helps any organization to manage their resources and their valuable time in a very effective way.

What do you dislike?

JIRA can be found difficult to setup and use.

For a new user who is not at all aware of task management can find it difficult to adapt to the multiple features of it. specially how to manage the task, check the logs etc.

Recommendations to others considering the product

I would suggest JIRA to friends and colleagues as its user friendly, manageable and helps a lot in monitoring tasks and efforts at one place.

What business problems are you solving with the product? What benefits have you realized?

JIRA in my project is used to monitor the task related to the requirement, create stories, monitor their developments and issues related to them. It is also used to monitor the efforts logged by the resources on their tasks.

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Jira Service Desk review by Neelam D.
Lead Software Developer
Higher Education
Enterprise
(10,001+ employees)
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"JIRA is the best solution for tracking activities"

What do you like best?

The ability to look at what tasks are assigned to me and team member updates. JIRA helps in making the group work easier and to communicate with the team members.

What do you dislike?

The only thing that I dislike about it is maybe I don't know if the feature is there, but it does not send me desktop notification about my deadlines. I would love to have a reminder alerts feature.

Recommendations to others considering the product

I would like to highly suggest this product to people who are seeking an issue tracker and a project management software. Since we started using JIRA our task has been very easy in terms of handling issues and tracking problems. Working in software development area, we have experienced a high productivity because of JIRA and it has given the opportunity for our clients to view what is actually happening in the project and whether or not we are on the right track. It also gives opportunity to share files and comments which makes it easier to review and saves time by eliminating unnecessary meetings. I would highly recommend this product.

What business problems are you solving with the product? What benefits have you realized?

We are using JIRA to streamline our projects and also to track our application development activities. It also helps in collaborating with the team and knowing who is up to what tasks. Some of the benefits that we have gained by starting to use JIRA is:

1. Ticketing system for problems.

2. Project management

3. Documentation

4. Activity tracking

5. Team collaboration.

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Jira Service Desk review by Shelby S.
Program Advisor for Service and Leadership
Higher Education
Mid-Market
(501-1000 employees)
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"JIRA has been a great tool for use across multiple organizations"

What do you like best?

I like the various features that it has, including comments on each item in the system. It makes it easy to ask questions and make comments to the creator. It is very comprehensive and intuitive to use which is helpful for new associates.

What do you dislike?

I dislike that sometimes it is difficult to search for specific things and that sometimes it can run rather slowly. Overall it is a good tool.

Recommendations to others considering the product

Recommendations would be to make sure all fields of projects and issues are being used accordingly. Having the extra information has been very helpful when others are viewing the information. Also - use the watchers feature, as it is helpful to track issues and gain updates when anything is added, edited or changed.

What business problems are you solving with the product? What benefits have you realized?

It is a great way to have a large breadth of information on one single source. It connects a lot of aspects of our business together making it easy to analyze information and move forward with the best approach for the client.

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Jira Service Desk review by Tony H.
Vice President
Investment Banking
Enterprise
(10,001+ employees)
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"High performance issue tracking tool"

What do you like best?

It's high performance and can adapt to various development methodology e.g. Scrum or waterfall. It's the strategic issue tracking tool for my company since 2010. You can track project status easily by using the various built-in widgets to build a dynamic dashboard. JIRA Query Language (JQL) is an easy to use and intuitive query language to help you search for tickets.

What do you dislike?

Over time, the number of required fields for Story have grown and now it takes long time to fill out a Story issue.

Recommendations to others considering the product

JIRA is a great agile issue tracking tool if you are already using other Atlassian products e.g. Confluence.

What business problems are you solving with the product? What benefits have you realized?

Internal IT project issue tracking. It allows us to track project issues easily with audit trail.

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Jira Service Desk review by Danny G.
Sr. ColdFusion Developer / Web Developer / Social Media Strategist
Newspapers
Small-Business
(2-10 employees)
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"My experience with JIRA"

What do you like best?

JIRA has an easy-to-use interface and lots of features that help organize my clients' IT tickets and prioritize them accordingly. The robust API allows integration with many software tools and gives me the ability to build my own custom add-ons! Also, the PRICE is NICE! A team of three developers can utilize the service for only $10 per month! That's a huge savings!

What do you dislike?

At this moment, I haven't found anything that I dislike about JIRA.

What business problems are you solving with the product? What benefits have you realized?

The business problems I am solving by using JIRA are making sure my clients has the means to report IT issues and be able to respond to and prioritize those issues in a timely manner. The benefits of using JIRA are the ability to build a knowledge base of known issues; ability to report on metrics that matter to my clients' business so that we can catch bottlenecks before they happen; ability to collaborate in real-time with my clients using one platform.

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Jira Service Desk review by User in Computer Software
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"Jira as project tracking software"

What do you like best?

What I like best here is you monitor every agile projects assigned per persons or per team in this kind of software which in tack with one solutions software only. Collaboration with project workflow, issues on specific topic

What do you dislike?

It is good when there is a blocked or barrier column on why the project is still can't progress to collaborate with the team what are the good solutions with the problem unlike their Trello app which you can easily add a column who blocks why the specific project still not progressing.

Recommendations to others considering the product

What I recommend with this software is the easily of use, simple management of your projects with the software, monitoring the progress of the version of your projects, monitoring every team or persons tasks with regards the project

What business problems are you solving with the product? What benefits have you realized?

We see each other person tasks or to monitor every team tasks or their roles in the projects that assigned other than that this application is cool for those whose like simple interface for you to find out the workflows of the project by your team, what still in progress and what need to be develops with the project by adding or paste it with your incoming tasks in Jira.

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Jira Service Desk review by Karthik S.
Associate
Information Technology and Services
Enterprise
(10,001+ employees)
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"JIRA Service Desk "

What do you like best?

JIRA Service Desk is very helpful and looks good for JIRA portal. As well this is very helpful in order to resolve when there is an issues in Bamboo. Bitbucket or anything associated with JIRA portal. Good for Devops and onestop shop for all atlassian products. As well good for ticketing in case of any issues like defects or incidents or anything needs to be done for the projects which is Agile in nature.

What do you dislike?

Dislikes are:

1. Performance lag during high usage of business. Since of most of my projects in my company are agile we are seeing huge performance lags during high official timings.

2. License cost is more per user since its an one stop shop.

3. Need separate server since Agile in nature.

Recommendations to others considering the product

Good one as it is updated in the market. Licensing cost is involved for every user.

What business problems are you solving with the product? What benefits have you realized?

1. Achieved Agile projects in quick turn around since Tickets are created in terms of Agile projects.

2. Smooth movements since Bamboo, Bitbucket are involved.

3. Easy to get the tikets resolved in quick turn around.

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Jira Service Desk review by Patrick N.
Researcher & Data Associate
Graphic Design
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"Jira Service Desk to help IT solve any problem"

What do you like best?

It is very efficient and easy to use, saves time because someone from IT team can see your problem once you post and solve without delay by accessing your laptop through teamviewer

What do you dislike?

I do not dislike anything with Jira Service Desk . However, both you and the IT admin ought to be using the service to be able to help each other.

Recommendations to others considering the product

It is very intuitive, efficient and fast. It also saves time increasing productivity

What business problems are you solving with the product? What benefits have you realized?

To solve any problem concerning computers that arise and they need the IT admin's attention. For example, if I have network connection problem, I post it here and it is solved very fast. This saves time and increases productivity.

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Jira Service Desk review by User in Information Technology and Services
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"JIRA IT Service Desk"

What do you like best?

I use it in ticketing our IT support team which really helps a lot as it reduces office movements and keeps records of the services I have been offered. It enables follow up and shows if you were offered a solution. You don't have to approach the IT team in person.

What do you dislike?

I wish it could show my names at the top right corner instead of "Requests" only. I would love to see my Name while using the software. I also don't have the access to update my profile photo. I would also love to have an option of filling in my contact details such that I can access my account from anywhere.

Recommendations to others considering the product

I recommend those who have not used JIRA to give it a shot it never disappoint it really reduces office movements and time wastage.

What business problems are you solving with the product? What benefits have you realized?

Ticketing our IT support team when in need of support and supplies. I don't have to walk to their office in person. It also gives instant notifications about the person handling your problem.

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Jira Service Desk review by User in Computer Software
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"Only tool which allow you to prioritize your tasks"

What do you like best?

We been using this tool for several years and we can't able to work with out this tool. Very easy to organize the tasks and prioritize them.

1. Forget about planning and focus on tasks. All you have to worry about is the execution of the project.

2. Tracking your time with project trackers. The software can be tweaked such that it will also cover time tracking as well.

3. The software is free.

4. Evaluate the development. The developments that your skills undergo are essential to be recorded and the software will help in doing so.

5. This software will plan the schedule for you when you input the average time that you take for any kind of work.

What do you dislike?

We couldn't able to figure out a way to use same ticket for two different developers while doing parallel programming.

Recommendations to others considering the product

Even though jira is used by most of the technology groups, there are tons of other tools flooding in the market. You can customize the tool according to your own needs using other third party integrations.

What business problems are you solving with the product? What benefits have you realized?

task prioritization.

Assignment of tasks.

kanban,

scrum,

scheduling,

planning,

tracking

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Jira Service Desk review by Josh S.
Report Developer/Designer
Graphic Design
Mid-Market
(201-500 employees)
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"Fairly easy to use and a good tool for managing your "work to-do" schedule"

What do you like best?

Overall it is fairly easy to use this tool. You can easily create a task and if you check "create another" on the task you can rapid enter tasks with only a few adjustments to each task.

What do you dislike?

The "Work" screen could use some visual enhancements to make it current and a little more user friendly. It doesn't look bad currently, but it could definitely be improved. Even something as small as adding progress bars for each column "To Do, In Progress, Done". This would give you a quick idea on how much work really remains for your sprint. You may only see two tasks and think you are on track, but if those two tasks are worth a large amount of "points" then you might not be as far along as you think when you only see two remaining tasks.

Recommendations to others considering the product

Ask yourself if this product can handle your use case and if you think you will have questions, look online to see if it is easy enough to find answers. I build custom reports (using a different tool) going against the Jira DB, and the reports can get complex so while it's nice to have access to the data, do you have someone able to build them? If so I would suggest that as you can get helpful insights as to the teams progression.

What business problems are you solving with the product? What benefits have you realized?

We are using this to prioritize our workload and to keep on track with projects. The benefits would be the structure it adds to our working "sprints". We have a clear expectation on what we are going to accomplish, and if we get side tracked, we can enter that here and have documentation as to why we did not accomplish some of the tasks we originally planned to complete.

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Jira Service Desk review by Jayant B.
Senior Lead Analyst - Corporate Planning
Financial Services
Enterprise
(10,001+ employees)
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"Incredible tool for micro management of project"

What do you like best?

It's been 4+ years with JIRA now, to begin with, the UI is incredibly intuitive and accurate. We are a team of 17 professionals spanned across the globe who contribute to the project every single day, hence this powerful tool is a must for us to keep the everyone in the team on the same page by assisting work progress shown in the best possible way. Kudos to the tool founders. Cheers!

What do you dislike?

I personally haven't come across any such dislike around JIRA yet, though the only attribute that it doesn't have is live chat. I wish this too was there in the tool itself to make project development ultra rich experience. Otherwise, there isn't anything substantial to go down as dislike.

Recommendations to others considering the product

Folks in project development should go with this tool without any second guessing. It'll make life easier and productive.

What business problems are you solving with the product? What benefits have you realized?

A perfect cross-section of possibly everything in project development, right from the beginning of feasibility study to execution time to deployment to testing and production/regression. This tool keeps everybody in the team informed and helps in bridging the gap between people working in a project spanned across the globe.

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Jira Service Desk review by Ratan P.
Senior Software Engineer
Internet
Mid-Market
(51-200 employees)
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"Experience with JIRA"

What do you like best?

We can Customised interface depending on the project requirement and the workflow. We are working on multiple projects, each has different workflow.

JIRA helps to manages all the project without any extra effort. JQL (JIRA query language) help to create our own reports with a graphical interface. Managing sprints made easy through JIRA.

What do you dislike?

More flexibility in customisation sometime makes the process tedious. This can be the responsibility of the administrator who manages the process.

Recommendations to others considering the product

Its really helpful to keep track of the development process and manage things. It has lots of customisation features which makes it suitable for any kind of business models.

It reduces the work load of manages by keeping track of resources and processes.

It also supports to have software lifecycle for the project by including different stages while development.

What business problems are you solving with the product? What benefits have you realized?

Bug tracking, feature development process, Sprint monitoring, report generation, Bug assignment, Resource monitoring etc

JIRA really helps to lower the process load by keeping tracking of all development process. We can also pull out the individual report which helps to analyze the contribution of individual to the product.

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Jira Service Desk review by Patrick L.
Chief Technology Officer
Computer Software
Small-Business
(11-50 employees)
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"Great service desk solution especially if you are already an Atlassian house"

What do you like best?

Being part of the Atlassian product family, it has great integration and synergy with the rest of the product stack. If you are considering using Jira Service Desk, chances are, you are probably using their other products already, and you can't go wrong with it. Atlassian has done a great job to ensure when you are using their products together, you can cover almost every aspect of customer service experience.

Also since it is built on top of Jira, it is able to leverage most, if not all of Jira's powerful and advanced features, and has access to a wide variety of extensions available from third parties.

What do you dislike?

Not as extensible as Jira, although this may not be an issue if the out of box UI is sufficient for your use case. For people that are not familiar with Jira, it can have a bit of a learning curve. Some expected features such as online chat and knowledge base require you to use other Atlassian products, while other alternatives have them "built-in".

Recommendations to others considering the product

Great service desk product if you are using other Atlassian products too, such as Jira for issue tracking/project management, Confluence for documentation. Service desk will integrate really well with all these applications and give you are very comprehensive experience, from customer to support to engineering to management.

What business problems are you solving with the product? What benefits have you realized?

Provide an online customer service portal for customers

Knowledge base with FAQ and common questions for customer self-service

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Jira Service Desk review by Elizabeth (Liesl) M.
Implementation Expert
Information Technology and Services
Mid-Market
(201-500 employees)
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"Great Tool"

What do you like best?

I love that JIRA Service Desk makes it easy for my customers to track their reported issues with our software. It saves me the trouble of answering dozens of questions per customer about ticket status, and also keeps any Q&A between me and my customers in a conversation directly on the ticket for the reported issue, rather than scattered throughout emails and phone calls.

What do you dislike?

The widget we use for customers to report issues by generating JIRA Service Desk tickets takes a screen shot of the issue the customer is reporting. Those screen shots are reported to me as an internal JIRA user at my company, but not to my customers in the Service Desk interface for my customers. That causes some confusion and frustration. I also wish the user interface were a bit more customizable on an individual level, like JIRA.

Recommendations to others considering the product

Great product if you need an external-facing system for reporting and managing reported bugs.

What business problems are you solving with the product? What benefits have you realized?

My company creates web software for corporate clients. We needed an easy way for customers to report issues an inaccuracies within our software. Service Desk makes it easy for them to report issues that I can escalate or redirect as needed internally. JIRA is where we track work on our product, so Service Desk complements that perfectly. All of our tasks stay in one Atlassian ecosystem.

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Jira Service Desk review by Seneca A.
Support Engineer
Information Technology and Services
Small-Business
(2-10 employees)
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"Great Helpdesk Platform"

What do you like best?

I like how it forces me and my team to attend to the tasks at hand. We can see all of the requests formerly in disparate emails in one location, and how long they've been there.

What do you dislike?

I dislike the UI of the system. I often have users that don't find the ability to select the correct category for their helpdesk requests. My users often just select the first item on the list, which hurts the reporting features that we use on the backend to see where our biggest issues exist and how our resources have been allocated (by issue type) and how to better allocate those resources in the future.

Recommendations to others considering the product

You need buy-in from managers, and the authority to sometimes force your users into using this or any service desk type solution if you've never used one before.

I often have to have my user go back and put in the issue after it's already been solved as a record for posterity when they still bring an issue to me directly, or send an email outside of the system.

To make it easier for my users, we also turned on a feature that let's them send an email (after they've registered) to a 'helpdesk@companydomain.com' email address.

What business problems are you solving with the product? What benefits have you realized?

I am solving the problem of issues, problems and requests falling through the cracks!

Now, I not only get an email:

I have a dashboard, where all of my issues live

I have a timer that tells me how long this issue has been made known to me (which I can gamify and see how quickly I can clear out my issues

I get feedback from my users after I mark their issues as resolved

I have quantified data to show my mangers how I spend my time and where I may need more resources.

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Jira Service Desk review by Rudy Z.
IT Solutions Developer
Banking
Enterprise
(10,001+ employees)
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"Excellent ticketing software, excellent integration with Atlassian stack, recommended!"

What do you like best?

JIRA is an excellent ticketing software that provides great customization and reporting. It is also very well integrated with the entire Confluence stack making the software a breeze to use in environments where Atlassian software is used!

What do you dislike?

The search queries take some getting used to and learning, documentation around this aspect is not very very detailed. Reporting functions always takes a bit of extra effort to setup and customize to ones liking. Specific features within creating tickets also take a bit of extra effort to learn and to use efficiently

Recommendations to others considering the product

If you are looking at implementing the Atlassian stack, I whole-heartedly recommend you to implement JIRA Service Desk compared to other service desk solutions. Its ease of use, customization and integration with the rest of Atlassian stack is what prompted us to use it!!

What business problems are you solving with the product? What benefits have you realized?

We use JIRA to report development progress as well as issues in our deployment environments. By using JIRA, we are able to integrate software development, deploying issue reporting, debugging, user requests all into one single solution. This leaves very good paper trail that we can always go back to for reference. JIRA is also very easy to start and to use!

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Jira Service Desk review by Sander J.
Software developer
Information Technology and Services
Small-Business
(11-50 employees)
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"ITSM tool for all needs"

What do you like best?

We primarily use it for asset management,customer portal email integration and also bug fix,.So this being a powerful customer interactive tool,we get real time updates insights about the tool every time and also the SLA ,addons for almost everything .I am able to track updates ,manages incidents service request and changes and also deploy to IT service desk.The process workflow is so simple and can be integrated with confluence for dataflow

What do you dislike?

Customizing some features requires a lot of effort and also the manual needs to be updated and its kind of hard to keep track of the old service requests,fetch them and make necessary modifications and refer them.More over i cannot fetch the old requests for reference either

Recommendations to others considering the product

Workflow and editing workflow are quite similar ,the expanded use of Jira is unbelievable and simply fabulous all the time.The knowledge base and community forums support are pretty good and i completely trust them.Even the ticket prioritization makes it easier to handle.For dashboard and ticket tracking i am always on it

What business problems are you solving with the product? What benefits have you realized?

Integrates with other tools,also very powerful and also submitting requests via customer portal in real time -simply the finest service desk tool compared to its rivals

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Jira Service Desk review by Pranathi V.N V.
Image Analyst Engineer
Biotechnology
Small-Business
(11-50 employees)
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"Not very useful in a R and D team"

What do you like best?

Reporting a task in Jira is useful in keeping track of things to do and the stage task is in. we use epics and projects on a non-sprint board. The flow being connected to github branches is pretty cool. The tasks sometimes do not transition to resolved or any other stage as expected.

What do you dislike?

It was a source of us forgetting the tasks to do and have a lot of tasks in backlog at the end of the quarter. This is a observation in our research team. On the other hand it was helpful on our issue task force team to complete their tasks as soon as they are assigned to an IT person.

Recommendations to others considering the product

redirects to boards are sometimes weird

What business problems are you solving with the product? What benefits have you realized?

Documenting a task list for a project

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Jira Service Desk review by Mark S.
Freelance Photographer
Small-Business
(Myself Only)
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"a great integration platform for service desk"

What do you like best?

there are a lot of platforms for the service desk requirements but when it comes to jira service desk, it is very simple to use. It connects your customers with the development team of yours helping them to resolve issues more quickly and efficiently. You can track time taken to address a particular ticket from the time a customer made a service requests to its actual execution. The email notifications are great to both the customers and the team associated with it.

What do you dislike?

There is not much knowledge base on the service desk in the community. The free trail is fully functional but a community support would be great. The integration of service desk with your web portal is sometimes tricky.

Recommendations to others considering the product

There should be a good knowledge base on the community. Also there should be more detailed documentation on the integration with a custom web portal. Sometimes it becomes difficult to get technical integration information which often results in data not getting displayed in third party websites.

What business problems are you solving with the product? What benefits have you realized?

The customers can get real time updates with the help of notification on the service request that they have made. The collaboration feature is nice as well. You can do automation of the tickets and conducts reviews based on the performance metrics. The Atlassian Confluence has a good knowledgebase on the service desk. There is a customer portal as well which helps the customers to keep track of their various requests. The service desk also integrated very nicely with other Atlassian products such as marketplace and hipchat.

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Jira Service Desk review by G Jayendra K.
Software Developer
Computer Software
Enterprise
(10,001+ employees)
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