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Om JIRA Service Management
Jira Service Desk är en hjälpdesk som är byggd för moderna IT-team från bara 10 USD per månad. Prova gratis: Se deras webbplats
Offers a wide variety of customization options making it easy to tailor to multiple business needs. Dashboard shows you what cases you have open and the stages the cases are in.
Custom domains, multiple email handing, enhanced portal customization, the basics... all missing.
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Probably the top program for managing projects
Kommentarer: Jira is a sophisticated and flexible project management solution with a wide range of applications. Jira's strengths lie in the depth of its task management features, the breadth of its integrations, and the depth of its reporting and analytics tools, all of which contribute to the program's capacity to help you better understand your projects and teams.
Fördelar:
To accommodate the fact that various people have different ways of doing things, this user interface may be easily altered to fit individual needs. Jira makes it simple and quick to design and implement unique workflows and rules. One way to break down large projects into manageable chunks is to keep everyone in the loop on how things are shaping up.
Nackdelar:
Jira's flexibility allows for personalization, but more in-depth modifications may call for specialized skillsets.Performance difficulties: Some users may have performance issues, especially when working with larger projects or those that include complicated procedures.
Expert service management system
Kommentarer: I mainly use it for task management on small projects, but I plan to gradually expand the scope of use as I get used to the operation and screen environment. Since it can be used in a wide range, it is recommended that I use it for task management and workflow for small-scale projects with a small number of people to get a feel for its operation. Sharing issues with project members in other companies or remote locations is possible. You can discuss and work on a common visualized platform, such as managing work progress and solving problems.
Fördelar:
It is a slightly different tool from the so-called general ITSM system (or service). Operation and maintenance (though not limited to) tend to be individualized. Still, JIRA caters to tasks and support on a "role" basis, so sharing knowledge using OJT is possible, depending on ingenuity.
Nackdelar:
It may be a problem due to the multifunction, but I think the problem is that the screen is a bit hard to see. (The problem may be solved by changing the layout of frequently used functions, but I haven't used it much yet, so I think it will be a problem that will be solved as I use it).
Övervägda alternativ: ManageEngine ServiceDesk Plus
Anledningar att välja JIRA Service Management: Because we can search by tag, we can quickly find problems and solutions, success stories and reference examples. Since the SLA can be configured according to individual design, the achievement status can be confirmed in a report, and the current progress and what needs to be done can be shared immediately. Full-text search is possible with indexing, so this system has a sense of security, even if you think you missed it.
Tidigare programvara: ServiceNow
Anledningar att byta till JIRA Service Management: Functionality that manages queries centrally. Improved working conditions enhance visualization and efficiency. Queries, support and information distribution are centralized, so there is no waste in work, and it is simple and clear what to do next so that I can do my job.
Good customer-facing project management tool
Fördelar:
Helps keep requests organized Customizable SLAs Satisfaction Surveys
Nackdelar:
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
Jira is a good tool but need to know the limitation
Kommentarer: The ITSM offers a high-quality service and a competitive price compared to other tools. However, it requires a skilled implementation partner for a successful deployment. This tool also needs ongoing support and maintenance to ensure optimal performance. It is not advisable to rely on a short-term professional service during deployment without continuous support/improvement.
Fördelar:
Jira's ITSM module is user-friendly and intuitive. You don't need much training to master it. One of the features I appreciate most is the ability to mention other people with @ in the comment section and keep them updated on the ticket status.
Nackdelar:
The IT asset management module is very complex and requires a lot of configuration to enable the basic features. The out of box feature in this module was not useful for my purposes. I had to set up the IT asset classes from the schema level, which was time-consuming and tedious.
A fantastic ITSM offering
Fördelar:
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.
Nackdelar:
Cost. Compared to the other Atlassian products this is on the much more expensive side as you require more-and-more agents.
Jira used by a system engineer
Kommentarer: Overall, JIRA Service Management is powerful and customizable, but has a complex setup, steep learning curve, and can be costly.
Fördelar:
Seamless JIRA integration, customizable workflows, advanced automation, user-friendly interface, robust reporting, scalable, SLA management, and extensive third-party integrations.
Nackdelar:
Complex setup, expensive for small teams, slower with large data, steep learning curve, and overwhelming customization for non-tech users.
Övervägda alternativ: MeisterTask, Zoho Desk, monday.com och Wrike
Tidigare programvara: ActiveCollab
Anledningar att byta till JIRA Service Management: Easy to use, cost effective and they gave discount plus many many more benefits
We track incoming work with Jira Service Management
Kommentarer: I prefer Jira Service Management because it is very similar to Jira software; If you are familiar with Jira software, you will have no problem using this one. Concise but effective.
Fördelar:
First of all, Jira allows us to manage customer support requests in an organized way. They can be tailored to individual squads and relatively easily monitored. All relevant details can be stored in one location in a Jira request. Jira is an easy-to-use tool and request tracker for teams, with features including customizable dashboards, access permissions, and time/effort monitoring.
Nackdelar:
Inadequate translation of Jira Service Management into other languages is one of its biggest drawbacks, as it results in an unnatural hybrid between English and the selected language.
Jira Service Desk Management
Kommentarer: Overall I have been using Jira Service Mangement for 6 years and I love finding about new features and integrations.
Fördelar:
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.
Nackdelar:
I feel like JQL is necessary for important searches which not everyone has experience with.
Great sofware and easy to use
Kommentarer: The customer portal is easy to use, Customers can submit requests, track ticket statuses. Automation and integration with other software is helpful
Fördelar:
Automation ability to streamline a number of tasks, tickets management
Nackdelar:
Reporting and dashboards needs some improvement and ability to customize will help
JIRA Service Management has simplified our ticket management and improved team communication.
Fördelar:
The customizable workflows and easy integration with other systems are huge benefits.
Nackdelar:
The user interface can be overwhelming for new users, and the learning curve is a bit steep.
A great option for on-site ICT service desk management
Kommentarer: Overall we are very happy with Jira Service Desk; it has allowed us to provide a higher level of support to users than our previous service desk, and non-profit pricing was very beneficial for us. The software is usable in its default setup but we have found that there is still plenty of customisation that can be done if needed to suit more complex requirements.
Fördelar:
I find the UI of Jira Service Desk very clean and modern compared to other service desks software on the market. Included with the service desk is a customisable user-facing portal for users to raise tickets in, which proved very popular with staff when raising tickets alongside traditional email tickets. Due to the way Jira splits service desks into different projects, we were able to create service desks for other departments in the organisation which helped improve productivity and workflow. There are some very useful and well-designed default reports included for ticket statistics (which can be used to keep management happy!). We found the default setup of Jira Service Desk fit our needs very well, but it is very easy to customise ticket workflows and other features to suit more complex needs.
Nackdelar:
For a service desk technician using Jira Service Desk the back-end UI for managing tickets can be a little overwhelming, however this can be fixed by editing the default workflows for tickets to hide not required information and details. The administration settings are somewhat unintuitively set out for system administrators, but once you get to grips with the layout it becomes easy enough to find what you need from the settings page. We found the instructions on the Atlassian website for setting up an external redirect with a custom URL in IIS a little sparse on detail, but a quick trip to the Atlassian forums cleared up any queries we had with the process.
Övervägda alternativ: ManageEngine ServiceDesk Plus, Freshdesk och Zendesk Suite
Anledningar att välja JIRA Service Management: We switched as part of a service contract change which meant our Kaseya service desk which was provided by our MSP was no longer an option. Instead we decided to look at alternative service desk software that could be used for our needs, and as we were at the time considering implementing both OpsGenie and Confluence (which are also Atlassian products) we decided to remain in the Atlassian ecosystem and choose Jira Service Desk.
Tidigare programvara: Kaseya VSA
Anledningar att byta till JIRA Service Management: We chose Jira Service Desk as it was one of the few with a pricing model that worked for us; being a non-profit organisation, their free licencing for non-profits was a huge selling point to us. This was coupled with the fact we were at the time considering implementing both OpsGenie and Confluence (which are also Atlassian products) so we felt staying within the Atlassian ecosystem would prove beneficial.
Jira Service Management a Powerful Ticket System
Kommentarer: Overall when the software works it does the job, it's a bit of a nightmare to configure and the costings are not the cheapest but not as expensive as competitor products, i.e. zendesk, freshdesk etc.
Fördelar:
Works very well as a ticket system, it's very customisable and uses JQL for custom queries if you're inclined towards detailed reporting. Third Party Addins available online in their marketplace and bountyful automation features.
Nackdelar:
It's very difficult to setup requires alot of time and effort and the software is not userfriendly so if you're implenting for a team that isn't IT literate then perhaps include some extra training days.
Övervägda alternativ: Freshdesk och Zendesk Suite
Anledningar att välja JIRA Service Management: We outgrew spiceworks and required a real ticket system
Anledningar att byta till JIRA Service Management: Functionality was near identical it came down to price and the fact we already used Jira for our Dev enviroment.
Service Management Tool Anybody Can Use
Fördelar:
The ease of use and anybody can use the tool for Ticketing, project management, issue tracking, dashboards etc...
Nackdelar:
The options are at times clumsy and confuse the end users when the data is too much.
Övervägda alternativ: ServiceNow
Anledningar att välja JIRA Service Management: The cost was too high and we couldn't afford the price for the project budget.
Very happy 2+ years use of JIRA.
Fördelar:
Pretty much everything to do with ticket management and notifications from our internal 'customers'
Nackdelar:
The search functionality could do with some work when looking for older tickets and the searching of 'similar requests'
Övervägda alternativ: Zoho Desk och Zendesk Suite
Anledningar att byta till JIRA Service Management: More customization that some of the competitors but not so much so as to make it confusing to set up.
Highly customizable and integrates well with the Atlassian ecosystem
Kommentarer: Customization, integrations, workflows, SLAs
Fördelar:
Newbies to JIRA Service Desk can get a service desk project up and running in less than 30 minutes. If your organization is already using JIRA for issue tracking, then having a help desk with Service Desk is a no brainer. It allows you to integrate software teams and IT teams better within the same ecosystem. The benefit of JIRA Service Desk, when compared with other help desk tools, is the customizability of your workflow. You can set up a workflow to be simple (with Open > In Progress > Closed statuses) or complex (with other statuses like On Hold or Waiting for Customer). SLAs are highly configurable, with the power of JIRA's JQL functionality. So one can conjure up a query to fit their SLA needs. With the addition of custom fields, a Service Desk administrator can create fields to capture important information to streamline the help desk process. Having Confluence also provides more benefits in which you can integrate an existing knowledge base space to a help desk project and self-serve your customers. Finally, being in the Atlassian ecosystem enables you to add additional functionality and enhancements with the use of Apps. There are close to 1500 apps available for JIRA, and many are constantly updated by the app developers.
Nackdelar:
Administering JIRA Service Desk (and JIRA in general) can be daunting for a new user. With a number of customizations that one can do in a JIRA application, there will come a time where there can be a performance impact on the environment if the application is not governed well. The Customer Portal (customer facing interface) is spartan in terms of customization. You can only customize so much, but it is limited in terms of branding it to suit your company's design specs.
Cumbersome and slow, but no challenger
Kommentarer: We're using Jira to manage our tickets and it works well. There are solid alternatives and competitors in the field, so I'm not sure for how long we'll keep using jira.
Fördelar:
The feature set of Jira is very wide, it is possible to achieve a lot. The ticket management system works, and it is possible to customize it a lot. Custom fields, custom status, sceens shown in transitions, automation rules based on triggers, ...Jira being extremely famous, it has the advantage of being easy to connect to virtually anything: sentry, aws, circle ci, slack, notion, figma, github, ...
Nackdelar:
The UI is confusing, slow, and sometime very painful. For instance, for the longest time they did not support the markdown syntax in the text boxes. I consider myself very experienced with Jira and yet, I still get lost. Especially when it comes to managing boards or project or admin settings.
Jira, one of the best ticketing tools
Kommentarer: I have been using JIRA and its different versions, distributions, add-ons for a time now.This is one of the best-known yet expensive solution for ticketing, and one of the best working one.You may check what points I have collected for pros and cons, yet if I could, I would use and recommend JIRA.The interface what most people "ragging" about JIRA, indeed needs to time to get familiar with, but Salesforce and its chatter, JIRA is still better.There are training material, some on-boarding also available in-built for JIRA and after a few ticket, you are ready to go on your own.In every sector you can find ticketing tools, JIRA is customizable according to your needs.If a lot of people are going to use it, I recommend to have an on-premise solution with a lot of power.There are rivals to JIRA, even in-house ticketing tools, in my company now we have 2 systems, yet an IT-provider can use a lot of them, causing a chaos.JIRA is continuously being developed, there are 3rd party extensions to it, quite stable.
Fördelar:
Can clone tickets, create linked issues Can create parent-child relationshipsOther Atlassian sw. products and modules are well integratedScreenshots can easily be attachedPossible to delegate close bulkily ticketCan mention colleagues to make them remember about the tasksOptions to connect 3rd party developmentsExport modes are greatCan connect an e-mail address for processing
Nackdelar:
Lack of dark modeRedirecting tickets with the old IDs sometimes weirdScheduled reports could be usefulSimple "User" mode/layout is not enoughUI is not that easy at first, still better then Salesforce.JIRA is a general ticketing tool I would say, but there are others focusing on more on a technical side, like HP SM9.
Innovating IT Workflows
Kommentarer: JIRA Service Management is an exceptional platform for IT project management and customer support. Its customization capabilities and the efficiency it offers in problem resolution and cross-team collaboration make it well worth the investment.
Fördelar:
The platform offers a wealth of issue tracking features, reports and metrics that make it easy to monitor productivity and identify areas for improvement. In addition, the self-service portal and integrated knowledge base provide end users with useful resources to resolve issues on their own, reducing the support team's workload. Support for process automation is also impressive, enabling the implementation of automated rules and actions to streamline and optimize workflows.
Nackdelar:
Despite its many advantages, JIRA Service Management can be complex and difficult for new users to learn. Initial setup and customization takes time and effort.
Best on premise
Kommentarer: We use on premise version. Software administration can be burdensome for a small staff, updates and monitoring can require quite a lot of time. Price raised two times since first purchase. Apart from this, the tool has enabled us to precisely structure the service desk, reducing by 70% the number of phone calls and emails to better filled forms on the customer portal and the use of a chat addon.
Fördelar:
- High Control - Wide choices of features - Confluence Integration - Very rich suite of addons on premise version...
Nackdelar:
- ...which requires extra costs - Some features are too basic and pretty much requires addons - Learning Curve for admin requires effort
Övervägda alternativ: ManageEngine ServiceDesk Plus
A high-quality software for service management.
Kommentarer: We decided to use JIRA Service Management because of the problems we had with similar software, but we found that this software integrates very well with different CRMs and you can be very productive in a short time, it has good tracking options and you can solve problems on time.
Fördelar:
It is a software to improve productivity, very good for ticket management, project management, incident management, it is perfect for monitoring and with good functions to improve the productive capacities of the different departments.
Nackdelar:
It is a product that the first users cannot use perfectly, but after a light training the user adapts perfectly, also the price is high but totally necessary, since the functions and the results are very good.
Reliable ticketing system
Kommentarer: JIRA Service Management offers a robust service desk and ITSM solution with powerful ticketing capabilities, integration with JIRA, knowledge base features, and reporting capabilities. However, organizations should consider the complexity for non-technical users, the learning curve, limited customer experience features, and the pricing structure when evaluating JIRA Service Management for their support and ITSM needs.
Fördelar:
JIRA Service Management offers robust reporting and analytics capabilities, providing insights into support team performance, ticket trends, and customer satisfaction levels. These metrics help organizations identify areas for improvement and make data-driven decisions to enhance their support processes.
Nackdelar:
Due to its extensive functionality and customizable nature, there can be a learning curve associated with mastering JIRA Service Management. Administrators and users may need time to understand the platform's features and optimize its use for their specific requirements.
User-friendly ticketing and service desk software
Kommentarer: Our experience has been very positive, it enables our customers to log tickets without the need to call us which saves us time.
Fördelar:
Integration was fairly easy, we use Service Management alongside Confluence, BitBucket, and Jira Software and having it integrate with our Confluence Knowledgebase is really helpful. The automation options are also extremely useful when new tickets are created.
Nackdelar:
Jira Service Management isn't the cheapest piece of software to use, third party integrations can be a bit unreliable, having to pay additional subscription fees for third party integrations isn't great.
Övervägda alternativ: Zendesk Suite
One of the best Service Management tools in the market!
Kommentarer: This is a great service desk software. It has some great features, and the overall experience with it has been really good even though it was used for a very critical and big project. Tickets can be transferred to other users seamlessly. Documents can be assigned to tasks and incidents which can help other users understand what is in front of them easily. Overall, it is very important in handling support based tasks that run 24*7.
Fördelar:
Jira service management is one of the best service desk softwares in the market. The ease of use is great, even for users new to the software. It helps the users keep a proper and clean track of the incidents/tasks/etc they have. One of the best things about Jira Service Management is that multiple teams can easily collaborate and work on it. This enables big projects involving various teams to work seamlessly.
Nackdelar:
There are not many major disadvantages with using this Jira Service Management software. But a user must be careful while deciding to delete a ticket, because once deleted it is goodbye for ever. It cannot be retrieved. This option can be modified to allow retrieval of deleted tickets to ease the process for users who might delete important tickets unintentionally.
Excellent & Agile Task Management Tool
Kommentarer: Overall my experience with Jira service management has been really good. It is known for its flexibility, customization options, and integration capabilities.
Fördelar:
Jira Service Management is highly customizable, with a wide range of configuration options, add-ons, and integrations available. We create tickets on daily basis and also link it with confluence documents to track our workflow and tasks. Since its cloud based tool collaboration features, including real-time chat, comments, and status updates, making it easy for teams to work together. We also use to track performance and identify areas for improvement.It helps our team to automate routine tasks, such as ticket routing and notification, which can save time and improve efficiency.
Nackdelar:
Sometimes integration becomes difficult and also the company can solve this issue by providing video guides which can help the user to understand easily.
The best Ticket/Bug Tracking Tool
Fördelar:
1) We mainly used this tool to plan our tasks for the projects we were working on.2) Creating Sprint Cycles and assigning tickets for each issue is very convenient using JIRA3) We can see the progress made by the ticket owner in the ticket description.4) There is a very brief and concise Audit history which we can track to see how the ticket status has changed5) I like the customization feature for each team and each product. We can choose what statuses and workflow our ticket should go through and select and arrange them very quickly.6) We can even link the BitBucket repo link and confluence link with our JIRA ticket, which is very handy for developers.
Nackdelar:
It can be sometimes overwhelming for newcomers, especially when one is not that familiar with JIRA and its terminologies, and it does have its learning curve.