Opiniones de JIRA Service Management

Sobre JIRA Service Management

JIRA Service Desk está calificado como el software de ITSM más popular y asequible.

Descubre más sobre JIRA Service Management

Puntos a favor:

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.

Puntos en contra:

Custom domains, multiple email handing, enhanced portal customization, the basics... all missing.

Valoraciones de JIRA Service Management

Evaluación media

Facilidad de uso
4,2
Atención al cliente
4,3
Funcionalidades
4,3
Relación calidad-precio
4,2

Probabilidad de recomendación

8,3/10

JIRA Service Management tiene una valoración global de 4,4 estrellas sobre 5 según las 349 opiniones de usuarios de Capterra.

¿Has utilizado JIRA Service Management?

Comparte tu experiencia con otros compradores de software.

Filtrar opiniones (349)

Danilo
Responsable de Seguridad IT en Argentina
Comercio minorista, 1.001-5.000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

JIRA una solución completa con infinidades de funcionalidades

4,0 hace 7 meses

Puntos a favor:

Posee muchos módulos que se complementan entre sí, como Confluence para la gestión de Conocimientos.

Puntos en contra:

La segmentación de permisos es demasiado granular, haciendo realmente complejo el proceso de ABM.

Juan Jesús
Juan Jesús
Manager en México
Usuario de Linkedin verificado
Consultoría de gestión, 2-10 empleados
Ha utilizado el software durante: Prueba gratis
Fuente de la reseña

De las mejores herramientas de la gestión ágil de equipos

4,0 el mes pasado Nuevo

Comentarios: De las mejores opciones para la gestión de proyecto y reducción de tiempos en la gestión de trabajo

Puntos a favor:

Optimiza mucho los flujos de trabajo además de servir en la autogestión de servicios.

Puntos en contra:

Uno puede perderse en las opciones de los servicios

Josemaria
Josemaria
Vice Director for External Affairs en Filipinas
Usuario de Linkedin verificado
Aprendizaje en línea, 51-200 empleados
Ha utilizado el software durante: 1-5 meses
Fuente de la reseña

From the Trusted Atlassian

5,0 hace 4 años

Comentarios: In a crowded space for helpdesk apps, Jira Service Desk stood out because of the company that backs it up, its family of related apps and, the current integrations with existing third-party apps out there. Jira SD is well worth trying out.

Puntos a favor:

From the same company of my favorite and trusted apps like Trello and Jira... We then gave Jira Service Desk a try. The user interface has a modern look and feel and is intuitive enough even for a novice user or admin. It has a pretty standard set of tools to run your usual IT Helpdesk and Support roles straight out of the box (Incident management, Problem, Change, SLA management, etc.). In fact, you can set up your helpdesk well within an hour (of course not counting the per company nitty-gritty). Default setup works, but it's also super customizable based on your company needs. The Dashboard has all the at-a-glance metrics, statistics and graphs to keep you up to speed with the overall status. Again, coming from Atlassian, it has a ton of possibilities in terms of integration with other apps. I feel the constant stream of dev improvements and updates.

Puntos en contra:

Even though I mentioned that the third party apps can be easily integrable, we find the documentation for creating one's own integration apps a bit lacking. Also, the creation of tickets can be more streamlined or simplified (perhaps with the minimum number of fields and button clicks) to make it easier or faster to create and then further details can follow.

David Felipe
David Felipe
VP of Engineering en Colombia
Usuario de Linkedin verificado
Comercio minorista, 51-200 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Does the job, but not fun to use

4,0 el mes pasado Nuevo

Comentarios: We are a software-as-a-service company, that offers 24/7 support for our software-based products with very strict SLAs.
Some of the issues need to be escalated to different support tiers and sometimes to engineering or product teams.

Puntos a favor:

- Integration with other Atlassian products like Jira Software - Custom fields that let you customize the requests

Puntos en contra:

- Automation is very basic - Sometimes difficult to use - Expensive, we try to reduce the number of users using it

Alternativas consideradas: Freshdesk y Zendesk Suite

Razones para cambiar a JIRA Service Management: We were already using JIRA software and having a seamless integration between customer requests and engineering work was vital for us

Nick
Nick
Senior Product Manager en EE. UU.
Usuario de Linkedin verificado
Servicios financieros, 10.000+ empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Great for Smaller Businesses, not for the Large Enterprise

3,0 hace 4 meses

Puntos a favor:

Service Management is very easy to get going "out of the box" for small organizations. We stood this up apart from our enterprise's main service management tool because we had special needs for our intake forms and this allowed us to do the customization needed without going through rigorous development through the enterprise level tool.

Puntos en contra:

Form design for your main portal can sometimes be wonky, as navigating through the options takes a bit of getting used to and aren't the most intuitive at first. Workflows are also very simple and complex decision-making based on external data is not readily available.

Alternativas consideradas: ServiceNow

Razones para cambiar a JIRA Service Management: Service Management ultimately was chosen because it integrated perfectly with our Jira instance and allows for seamless story/epic creation from internal customer requests, porting the information over was made very easy by this fact and the workflows you can create between the two are very useful.

patrick
Database en Sudáfrica
Software informático, Trabajador autónomo
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

patson jira review

5,0 hace 3 meses

Comentarios: I work with it to manage my work and to build and track the application without wasting my time this is good software to work with it

Puntos a favor:

I was working with this software for so long it's always a great software it's a fastest product that help me track my application what I will says is, it's a great way to work with it as a developer

Puntos en contra:

"great product ever that helps you manage all your work in one place and supplying you with great result

Gábor
IT Business Analyst en Hungría
Automoción, 51-200 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Jira, one of the best ticketing tools

5,0 hace 4 semanas Nuevo

Comentarios: 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.

Puntos a favor:

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

Puntos en contra:

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.

Tom
Account Manager en RU
Electrónica de consumo, 11-50 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

User-friendly ticketing and service desk software

5,0 el mes pasado Nuevo

Comentarios: Our experience has been very positive, it enables our customers to log tickets without the need to call us which saves us time.

Puntos a favor:

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.

Puntos en contra:

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.

Alternativas consideradas: Zendesk Suite

Melissa
Melissa
Global Learning & Development Business Partner en Francia
Usuario de Linkedin verificado
Software informático, 501-1.000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Great Tool for Technology

4,0 hace 2 meses

Comentarios: Overall Atlassian Tools are great for our organization because it allows us to streamline everything. You can utilize confluence with the Jira service desk to integrate existing knowledge to self-serve your agents or customer base. It allows for all the right features with Agile Design and sprints - but I do find that they are missing some features that bring the product into modern times.

Puntos a favor:

We've been using Jira Service Desk for several years within our Technology team. I think this tool has all the right features when it comes to managing the day-to-day as an engineer. You can utilize the Agile Design Methodology and manager sprints really easily. In terms of ticketing for customers, that's a different story.

Puntos en contra:

Jira Ticketing is a bit of a nightmare to build and run. Our use case was to replace Zendesk with it, and to be honest, it doesn't have the best features to act as a ticketing software for your customer base. Some features are really too basic or even missing from the instance which means you have to customize a lot and if you are not experienced in it, it can be daunting. There is little customization available in terms of how it is presented to customers so branding is extremely basic.

Mathi
scrum master en India
Tecnología y servicios de la información, 51-200 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Advantage and disadvantage of JIRA software

5,0 el mes pasado Nuevo

Comentarios: - Powerful Agile views: It supports both the Scrum and kanban Boards- We can create custom work flow based on the different use case- Road map feature is very useful for the view the project status at high level - Detailed reports - The tool is in expensive side.

Puntos a favor:

- Powerful Agile views: It supports both the Scrum and kanban Boards- We can create custom work flow based on the different use case- Road map feature is very useful for the view the project status at high level - Detailed reports

Puntos en contra:

- The tool is hard to set up and not very much user friendly- The tool is in expensive side. - No idea management features to keep track of your ideas and plans - Some time it is taking large time to load.

Usuario verificado
Ingenieur IoT en Francia
Usuario de Linkedin verificado
Tecnología y servicios de la información, 2-10 empleados
Ha utilizado el software durante: 1-5 meses
Fuente de la reseña

JIRA - Meilleur produit pour la gestion des projets

4,0 la semana pasada Nuevo

Comentarios: Selon mon expérience, on a utilisé JIRA dans notre équipe afin d'avoir un système de "tickets" interne afin de faire un suivi de projets et des flux de travail.

Puntos a favor:

Le plus apprécié dans le logiciel JIRA est que c'est l'un des meilleurs solutions de gestion de projets. Il contient plusieurs fonctionnalités, par exemple le suivi des tâches ainsi que l'estimation de ces tâches. Aussi, la possibilité des employés à réclamer les heures de travaille sur une tâche, qu'on peut de même associer sur une des historiques.

Puntos en contra:

Le moins apprécié dans ce logiciel est le manque de tutoriels. L'interface de JIRA est un peu complexe, d'où la nécessité d'ajouter des demo ainsi que des informations supplémentaires pour obtenir d'aides.

Usuario verificado
Head of Project Management en RU
Usuario de Linkedin verificado
Tecnología y servicios de la información, 11-50 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Universally accepted and does the job well

4,0 el mes pasado Nuevo

Comentarios: Its easy to manage projects with and allows you to easy track tasks

Puntos a favor:

Its great for creating and tracking tickets with clarify and visibility.

Puntos en contra:

There is a level of training needed to get into the admin/settings level of things

Ashish
Senior Architect en Canadá
Seguros, 10.000+ empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Life Savior tool for Agile Projects

4,0 hace 6 meses

Comentarios: JIRA is becoming one shop all for all project management needs.
It also act as a tracking warehouse for all project management and IT management activities in current agile world.
Scrum meeting actions and stories are easy to browse compared to other existing tools on premise.
JIRA is also efficient to manage code control versioning easily by rapidly varying requirements.
It saves a huge cost for placeholder for our IT Asset management when migrated from traditional software

Puntos a favor:

JIRA service management is very use friendly software in day to day project activities. JIRA has been excellent tracking tool for testing bugs, defects easily during entire project cycle. It is very effective place holder for IT asset management and project management phases. JIRA has capabilities to integrate with multiple ITSM management tools and reporting tools for effective reports and dashboarding.

Puntos en contra:

New changes for html pages take little more time for loading when moved to production. Version controlling sometimes create hiccups during rollback period.

Alternativas consideradas: Confluence

Razones para elegir JIRA Service Management: JIRA is more user friendly and easy to mange across enterprise compared to Excel. Macros behaviors were pain points during maintenance but JIRA resulted as cost effective tool for corporates model.

Software anterior: Microsoft Excel

Razones para cambiar a JIRA Service Management: It is more cost effective and user friendly software compared to Confluence. It is easy to track for scrum stories and follow agile approach to avoid standard documentation hours

Usuario verificado
Post Production Engineer en EE. UU.
Usuario de Linkedin verificado
Entretenimiento, 501-1.000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Powerful and Capable, but easy to over complicate things

5,0 hace 2 años

Comentarios: Initial setup can be complex but it can also be super powerful if you are able to configure it properly. It's visual scripting and workflow tool is really capable and easy to learn

Puntos a favor:

Its flexibility. It's a simple statement, I agree, and you're probably reading this wondering why I'm being so vague. But JIRA software is a bit hard to summarize simply because it's just so flexible. There's no "correct" way to use it. It's rest API is pretty powerful too and very easy to extend Jira to "integrate" with 3rd party applications that doesn't have an official Jira integration.

Puntos en contra:

Creating workflows can easily become very confusing and you can easily break how your projects in Jira work if you aren't careful. With every Jira production license you also get a free dev license so that you can set up an isolated dev/staging environment. This is invaluable and highly recommended. The downside is that there is no easy way to migrate any of your changes from dev to production. But there are 3rd party plugins for that.

Chirag
CITO en EE. UU.
Seguros, 51-200 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Efficient service desk for companies small, medium or large

5,0 hace 3 años

Comentarios: Prior to using Jira Service Desk, were using a combination of Excel and SharePoint with workflows. We couldn't get great reports. It was hard to customize. Workflows broke without a reason because, you know, it's SharePoint. And the entire process of serving customers was dead slow. We brought in Jira Service Desk as a test bed. Within 2 hours, we were testing and customers were putting in tickets. While we used most of the default settings, the value we were generating was way beyond we ever had. Then, we set up SLAs and watch reports for a few days. We were able to see everything we wanted - who reported the issue, when, what was the priority, how many comment exchanges happened, how much time did we spend, did we meet SLAs, what was the solution, etc. Fast forward 2 years. We are now able to create strategies to service internal and external customers better based on the data from Jira. It has helped us go from making gut-feel decisioning to data-centric decisioning. Good data wins debates. Jira helped us with good data. We are also utilizing Jira's excellent searching, dashboarding and API functionality to feed data to other systems and drive changes beyond just customers.

Puntos a favor:

Jira Service Desk was very easy to get started with. You could literally sign up for it and begin using it within an hour. Ticketing system is very customizable and powerful. Customers can be added in bulk and customers can sign up for entering issues. We were able to create different projects (or service queues) so that customers could send requests for IT help, or administrative help, or help with projects. Each such project/queue had different fields. Metrics are all built into the software, so we can know how often Service Level Agreements were breached, who breached them etc. The sheer amount of customizability is a joy. However, without discipline and thoughtfulness, it is very easy to customize it the wrong way.

Puntos en contra:

We feel that the price point could be lower and the speed could be a little faster. Atlassian has made improvements with speed. If a company had 5 people manning different queues and the issue volume is low, the cost would be ~1500/year for those 5 users. So, it would may not be cost effective for a small company that is watching their costs closely. We also felt that a Wiki is not built in. So, if a common solution needs to documented that spans multiple tickets, there's no way to do so. We could buy Confluence from Atlassian for an additional cost.

Alternativas consideradas: Pivotal Tracker, Trello, Basecamp y Asana

Razones para elegir JIRA Service Management: Our previous solution was built on SharePoint. It was slow. Very slow. We had workflows that drove communication after an issue was entered. Workflows would break often with hard-to-understand errors and debugging them was difficult. We had to build all the reports surrounding data we collected from SharePoint. Most reporting surrounding SharePoint were manual. We spent more time debugging issues with SharePoint than the time we spent on the most demanding customer. Something had to change. We tested Jira Service Desk one day and within hours our customers were using it. There was a day and night difference between the two systems and customers were happy. Built in reports were excellent.

Software anterior: Microsoft SharePoint

Razones para cambiar a JIRA Service Management: Asana has been working on improving the speed of their software. Their slowness has been well documented on various sites. Even their own team acknowledged and worked hard. We were not just read to jump into Asana due to the slowness. Trello was great - fast and easy to use. Reporting was missing. Pivotal Tracker felt like it was well suited for dev work and was comparable more to Jira Software. Basecamp felt like it was well suited for project work. Jira Service Desk fit the bill for IT help desk, admin help desk etc.

Usuario verificado
ICT Systems Coordinator en RU
Usuario de Linkedin verificado
Música, 501-1.000 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

A great option for on-site ICT service desk management

5,0 hace 3 años

Comentarios: 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.

Puntos a favor:

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.

Puntos en contra:

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.

Alternativas consideradas: ManageEngine ServiceDesk Plus, Freshdesk y Zendesk Suite

Razones para elegir 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.

Software anterior: Kaseya VSA

Razones para cambiar a 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.

Jack
Software Support Specialist en EE. UU.
Software informático, 51-200 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

JSD has a lot to offer, but requires a lot to learn

4,0 hace 4 años

Comentarios: JSD offers a lot for any company needing to maintain a service desk to manage the support requests it handles from its clients/customers. Because it is a Jira (Atalassian) product, it is most likely utilized along with other Jira tools, and plays quite well with those. Due to this integration aspect, thought, the layers of security necessitated within user settings requires a considerable amount of learning/training, which is not easily attained without paying for it from Atalassian. And, while I understand, respect (and even applaud) the market-oriented principle of this, it does seem a bit intentional that there are no reliable helps available outside of Atlassian (for example, any tutorials you will find on YouTube for assisting with certain user configs, settings, steps, etc. are applicable to much older versions of the software, and to a great extent, are not applicable to the current version). This would not be a negative aspect if Jira did a much better job at keeping their own internal (free) help docs, etc. up to date, so as to apply to the current version, as well. Instead, if one wants highly dependable "helps" it appears the best way to achieve that is to pay Atlassian for their training courses (at prices that are obviously calibrated toward larger companies/corporations. And blindly undertaking such would seem risky if judged by the extent to which their free user tools are kept up to date. This is not, to my knowledge, the common experience with most apps.

Puntos a favor:

- Lots of tools in one place - Integrates well with other apps (especially other Atlassian products) - UI is clean and user friendly (customizable to a sensible extent) - Contains useful metrics that are easy to configure and gain reports from - Has multiple layers of user settings available for custom configuration to correlate to preferred levels of access among agents, customers, etc.

Puntos en contra:

- Email bounce in frequently fails (bugs?) - Depth of Jira admin user knowledge required for strong mastery of this app; time consuming to acquire a reliable user knowledge (which is necessary to utilize the app with the least bit of efficiency) - Help docs, support mechanism unreliable/outdated (needs to be fresh and current to be applicable to present version of app) - Confusing settings requirements for some user modifications needs (esp. where mapping/editing workflow schemes are concerned) - Completely inadequate amount of general helps/tutorials available outside of Atlassian (YouTube, Google search, etc. for example) which seems a bit suppressed by design. Atlassian offers extensive training, but at a premium cost. - Costly for the overall effectiveness it provides, after factoring these negatives along with the user time required to really learn the application.

Justin Alex
Technology Consultant en EE. UU.
Software informático, 201-500 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Highly customizable and integrates well with the Atlassian ecosystem

4,0 hace 5 años

Comentarios: Customization, integrations, workflows, SLAs

Puntos a favor:

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.

Puntos en contra:

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.

Andrea
ICT Solutions en Italia
Ocio, viajes y turismo, 201-500 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Best on premise

4,0 hace 3 años

Comentarios: 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.

Puntos a favor:

- High Control - Wide choices of features - Confluence Integration - Very rich suite of addons on premise version...

Puntos en contra:

- ...which requires extra costs - Some features are too basic and pretty much requires addons - Learning Curve for admin requires effort

Alternativas consideradas: ManageEngine ServiceDesk Plus

Software anterior: Lansweeper

Usuario verificado
Senior Operations Engineer en India
Usuario de Linkedin verificado
Servicios financieros, 10.000+ empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Service Management Tool Anybody Can Use

5,0 hace 8 meses

Puntos a favor:

The ease of use and anybody can use the tool for Ticketing, project management, issue tracking, dashboards etc...

Puntos en contra:

The options are at times clumsy and confuse the end users when the data is too much.

Alternativas consideradas: ServiceNow

Razones para elegir JIRA Service Management: The cost was too high and we couldn't afford the price for the project budget.

Software anterior: Track-It!

Niall
Head of Information Systems en Irlanda
Tecnología y servicios de la información, 1.001-5.000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

A good option for Service Desks but check your requirements carefully

4,0 hace 10 meses

Comentarios: A stable, performant platform for customer support is critical and JIRA Service Management has delivered that.

Puntos a favor:

Easy to set up and deploy, configuration is relatively easy, the platform is stable and performant. There is a good 3rd party marketplace for additional apps that can be installed. Security options like SSO are available. Customer Support is responsive and knowledgeable.

Puntos en contra:

Reporting on SLAs is poor, overall reporting is ok but could be better. Costs ramp up significantly as Atlassian Access is required if you want SSO, this is an addtional charge per user. The pricing is done on a per user tier level e.g. 101-200 users is a price so you have to pay for 200 user accounts even if you only have 101 actual users.

Alternativas consideradas: Salesforce Service Cloud

Razones para cambiar a JIRA Service Management: Costs, features, configurability

Usuario verificado
Vice President, HR Operations and Insights Manager en EE. UU.
Usuario de Linkedin verificado
Banca, 501-1.000 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Great Service Desk for Human Resources

5,0 hace 2 años

Comentarios: Jira has transformed our 12-person HR department. We can now easily track incoming requests, are not reliant on email for communication, can create canned responses for consistency and efficiency, and we have the ability to operate 100% paperlessly.

Puntos a favor:

Jira is extremely customizable, scalable, and easy to implement when compared with other SD platforms. Out of the box, it can be used as a tool to track incoming requests, however, paired with the thousands of compatible plugins, it is unparalleled. Jira SD has allowed our HR team to take our daily operations to the next level, transitioning antiquated, clunky paper processes into a 100% paperless experience.

Puntos en contra:

My only complaint is when custom fields are added, you have to update every field configuration you have, individually. This is extremely time-consuming when adding multiple custom fields in an effort to create "forms" within Jira.

Alternativas consideradas: ManageEngine ServiceDesk Plus

Razones para cambiar a JIRA Service Management: Cost, ease of implementation, customization and scalability

Mai
Product Manager en Alemania
Servicios financieros, 51-200 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Famous tool, yet can still be better

4,0 hace 2 meses Nuevo

Comentarios: Reasonable experience

Puntos a favor:

It has a very high adoption rate and big user base, therefore there are a lot of tutorials on how to do some certain things with Jira Service Management. That's a big advantage.

Puntos en contra:

Nevertheless, quite a few features JIRA Service Management can enhance. For instance, the search engine of the whole JIRA is not yet powerful, although it is expected to be powerful because it's a system that administrates a large number of tickets. Searching using text often results in poor results. Additionally, it is currently not possible for searching for some phrases that belong to a hyperlink that is hidden inside a text. Additionally, it is not yet possible to create a new type of relationship that links an issue with another issue. Currently one can only choose from a dropdown of relationship types that are already available there.

Hiren
Cloud Platform Engineer en EE. UU.
Tecnología y servicios de la información, 501-1.000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

JIRA Service Management is excellent Saas Platform for your ready to use need & with other flexibili

5,0 hace 5 meses

Comentarios: Overall good experience.

Puntos a favor:

JIRA Service Managment is have lots of customization capability & also ready made template is also good. Ready made report is good but for accurate details need more tuning to the reports or create own customize report.

Puntos en contra:

When reporting things come in picture that require customization. Also standard ticket type is not good enought for day to day use. So to configure all these need require experience user or consultant to understand your need & configure it.

Eva
Customer Experience en Kenia
Telecomunicaciones, 51-200 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

About Jira - Project Planning

5,0 el año pasado

Comentarios: The initial setup was quite a challenge but, here we are. It's an awesome system for tracking project issues, especially for new clients during onboarding.

Puntos a favor:

It's a good platform to track issues that are being handled by each individual in a project. It also has the option for notification being sent out when an item has been resolved, closed, or has gone overdue. If it's configured correctly to have a backup, the team members involved can always learn from the past incidences reported. This will ensure that the team leader will be able to identify recurring items, timelines it took for resolution, and the team member assigned to resolve such items. This ensures that such items are priority issues that need in-depth understanding for them to be resolved permanently.

Puntos en contra:

As an organization, we have not been able to integrate Jira with osTicket, which our customer Experience team uses. This means we have two Systems, and at times this can be overwhelming to track issues on both Jira and osTicket.