Jira Service Desk Review

PROS: The Jira Service Desk has a clean and sophisticated UI that is a cut above what is offered by others on the market. Our team is very happy with the capacity of the software to split service desks to different projects. Because of this, every department has its own service desk, allowing our team to have a seamless workflow and to be more productive. We can also determine how well our team has been performing using nicely done standard reports for ticket statistics. There are customizations available, too. In particular, we like that we can configure the customer-facing portal to suit our needs to ensure that our customers have a streamlined experience. In a nutshell, Jira Service Desk is a great platform that enables us to enhance the support we offer without breaking the bank.

CONS: Though Jira Service Desk's front-end UI is beyond reproach, there are problems with its backend UI. Our service desk technicians have trouble with the ticket management and had to find a workaround by hiding information that is not relevant. Atlassian is also not very helpful when it comes to the instructions for setting up an external redirect using a custom URL. We had to go to the forums to find the details we needed. Moreover, the administration configurations were difficult to work with and it took time for administrators to familiarize themselves with everything.

PROS: JIRA comes with an UI that's relatively easy to use. It has a ton of functionality in organizing the IT tickets of my clients. The tickets are also being prioritized accordingly. The API allows for multi-tool integration.

CONS: There's nothing that I disliked with JIRA thus far. That's about it!

PROS: Jira Service Desk is highly functional. It lets us generate reports and view statistics on a well-arranged dashboard. Every ticket that enters the system affects those stats so we have a comprehensive view. This is especially important for us in ensuring that we are sticking to our SLAs in terms of time to resolution and time to first response. Also, Jira Service Desk lets us create email alert subscriptions that are helpful in tracking tickets on a daily basis.

CONS: It would be great if we can export the dashboard itself to Excel or make it into an email subscription. But since we can't do that, we export the reports but some fields are missing when we do. As a fix, we had to purchase an add-on that added to our operating costs.

PROS: JIRA has been excellent in organizing and letting everyone be responsible on their own tasks. What I like most with it is being able to delegate tassk to a certain person or department. Everyone on the team can see which jobs are currently being done. It ensures accountability for everyone.

CONS: Jira appears to be part of the my organization's "intranet." It makes it hard to gain access to it if I happen to be away from my work network. It's not really a big deal. But it'd be nice to be able to gain entry to Jira even if I'm not at home or at work.

PROS: I've been utilizing JIRA for the past several years since we began Agile within our project. The great thing with JIRA is that it helps you keep track of each ticket. A ticket can either be in th form of a bug, enhancement, story, and etc... Individuals can actually function on a number of projects all at once.

CONS: I couldn't spot anything bad with this tool. But I did realize that it can be twice as powerful when collaborating with an analytic tool for performance stats and productivity reports for each member of the team.

PROS: The view it's offering. It can easily be understood leading to quicker resolution of issues. Daily work can be monitored and logged in a simple manner. It offers an option in tracking a problem, which is useful.

CONS: Keeping Jira maintained could use some improvement. Setting things up initially can be complex. The automatic session timeout needs to be looked into.

PROS: Jira Service desk is a one-of-a-kind solution for resolving issues and managing projects. I like that it has a self-service capability that allows users to find answers to their queries by themselves. On top of that, it is a great tool that can create bug reports. It even generates detailed reports regarding application problems, which task owners could peruse to help them fix those issues. Our team also enjoys the collaborative features such as comments and discussions, allowing everyone to help everybody.

CONS: There had been bugs in previous iterations of the software but the development team looks to be hard at work in fixing them as they go away with every new update.

PROS: Jira Service Desk is a customizable and flexible system that lets us configure when we want to receive notifications. Our team is also thankful for the filters available because they let us find issues and answers quickly. The platform has a great workspace for creating summaries of problems too because it offers suggestions directly from Confluence. As I said earlier, the platform is configurable. This much we can see in the number of extended features that we can get from the Atlassian marketplace

CONS: It would be nice if the add-on features are less costly. It would be great too if we can reply to several tickets in one go. Plus, our team is disappointed that there are limitations to some integrated functions and work processes. On top of it all, Jira's request forms are way too generalized. Lastly, it would be wonderful if Atlassian makes it easier to arrange custom files.

PROS: The ticket tracking capability of this software is incredible. No detail is left out, allowing our team to handle the issue in the best possible way. Thus, it does not take a long time for any of us to address user concerns.

CONS: The requesting process could be automated, especially if some users cannot access the system. This way, the platform takes care of notifying the administrator of an issue that needs their attention.

PROS: You can make portals to be utilized by customers. It's very simple to configure. It'll create a webpage automatically. This is for customers who want to make tickets in handling problems or put out any suggestions they may have in mind.

CONS: Whenever you want to make configurations of custom fields within your portal, it gets a bit complex. By that would mean not knowing where you can place your field and how you can utilize it. But then again, that's what happens for the first time.

PROS: The tool allows me to manipulate the blocks I can start carving out on my own. This allows for limitless possibilities. Such proposed approach won't restrict nor would it entail bending the business processes. It's actually JIRA who's the one adapting to our business and makes developments that are deemed necessary.

CONS: At this point in time, I can only say that when I can't do anything, I'll have to look for either a documentation or to the JIRA community for answers. Answers can easily be spotted.

PROS: It's been several years since using JIRA service desk software. The UI is really precise and highly intuitive. Our team consists of more than a dozen professionals spanning all over the globe. They contribute to the project each day.

CONS: I've yet to personally come across anything that I hate with JIRA. The only thing it's lacking is its live chat. I wish it's available within the tool. This would greatly enhance the user experience.

PROS: We're capable of customized its UI according to project requirements and workflow. We're dealing with more than one project. Each of those projects contain varying workflows. JIRA is capable of managing projects without adding in a lot of effort.

CONS: Further flexiblity in making customizations. Some processes take up a lot of time. This should actually be the responsibility of the admin who's in charge of the entire process.

PROS: The JIRA functionality in terms of management and control all function in one location. This makes it an excellent and useful software. It fosters the creation of stories and issues at hand. Subtasks can be linked ot their stories. Work log is manageable and highly effective in counting the efforts made by people.

CONS: JIRA tends to be a bit hard to setup. Using it initially can be a pain. For those who are new and not wary of task management, it can be challenging. Adapting to its functionality can take some time.