Avaliações do JIRA Service Management

Ferramenta centralizadora muito prática para gerenciar entregas e tickets

Lentidão e alguns fluxo são confusos as vezes é muito complicado alterar status de tarefas , precisa chamar o administrador da ferramenta

Melhor gerenciamento de tickets entre as equipes. Integração perfeita com softwares de crash e mensageiros.

Algumas funções são um pouco confusas. Criação de templates também poderia ser melhor.

Software muito fácil de utilizar e integra com as melhores ferramentas.

A falta de possibilidade de alteração sobre o código front-end.

A facilidade em abrir chamados para outras áreas da empresa

Até o momento sem contras sobre o software

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.

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.

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.

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.

One of the things I like most about Jira is its flexibility. It can be configured to suit the needs of a wide variety of teams, from small development teams to large enterprise organizations. The software is highly customizable, allowing users to create custom workflows, issue types, and fields to suit their specific needs.

It can be overwhelming for new users. The user interface can be complex, and it can take some time to become familiar with all of the features and options available. Additionally, the different features can be difficult to find and access, which can make it hard for teams to work effectively.

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

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.

Jira allows us to track individual issues across the organization accurately by assigning unique identifiers. It allows us to effectively manage our issues using groupings(epics), Releases, and sprints.

Starting new projects on the SAAS is a bit tricky to get it to match older configs you are interested in as it is geared towards kickstarting new users.

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.

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.

Easy to use, easy to configure, easy to train internal team members on how to use and set up workflow; great visualizations and ability to track and trend issues is unparalleled

There is not much that I dislike about the software. I guess what could be improved is potential integration with IoT products or IFTTT

It is very user friendly and it gets really easy to track your bugs and issues. You can easily create subtasks and manage your sprint.

Sometimes it gets really difficult to contact support team in case there is any technical issue.

Very easy to track your tickets, adjust them, prioritize and get full update.Using it as knowledge sharing base which is great and easy to work with.

Not easy to create specific reports that are not set by Jira itself

It is a very friendly software with different kinds of users, adding to this it would send alerts to your email to let you know that your request is being handled.

The only thing that I do not enjoy is that when you are loading a ticket you can not attach pictures or evidence, you have to do it in the comments and this takes more time

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.

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.

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

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

Jira Service Management provides a ton of tools to build out you customer portal and internal ticket platforms. It has filled all of the holes in our previous solution right out of the box.

It is built for large, multi-team organizations so much of the power is not needed for a smaller company who requires a custom build but without all the hierarchy.

Scalability.
Flexibility to be tailored to particular organizational needs.
Very rich in terms of features.

Setup can be made a bit simpler.
Could use more ready 'templates' that can be used to quickly roll out the product for production.

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.

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.

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.

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.

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.

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.

When you use this application as an addition to JIRA, it is a great tandem. I adviced my company to use Service Desk when we were discussing how to receive bugs and ad-hoc requests. We are using this application fro several years and we do not think about changing it.

The only bad point that I can mention about Service Desk is its price. A lot of clients I worked with complained about it. They manage really carefully the number of users that are Agents (users you actually pay for), and get really upset if they were not carefull enough and their bill was higher then they expected.

JIRA offers a huge amount of features, from simple support tickets to project workflow planning.
Our method of project management (agile) works brilliantly with this, we're able to assign work in 'Sprints' that match our real working week.
The ability to link JIRA with other 3rd party applications is excellent, we've integrated it with our content management system and QA / testing software.
The wide use of JIRA makes communicating with other organisations much easier, most support companies are at least registered here.

The pricing is rather expensive, its not too much of a problem for a large institution such as ours, but for smaller businesses this may be too much.
The user-interface and general layouts really aren't intuitive, for a new user it takes a while to get their head around the various features and processes. It took a few weeks for even the more experienced developers to get used to it.

I like how easy it is to communicate over issues as a team when a ticket is created. It's easy to tag colleagues, to notify others, to add further comments and photos and to share the ticket with other colleagues. It creates a very nice, open and viewable story of the progress of each ticket. I also find Jira great when requesting access to internal systems, again it creates an easy-to-understand path of the progress of each request. I like that other members of my team can comment on my tickets and that we receive emails when there are updates.

I don't have many complaints to be honest - the only issue has arisen when creating tickets for me, it's sometimes not obvious how the priority list works. Sometimes I have created one with critical priority, but it seems to be overtaken by some created later with the same priority level. I don't know if it's an actual representation of the urgency, or if it actually affects other teams who deal with my tickets, but it feels like it might be causing my ticket to be dealt with later than tickets of the same priority created at a later time than mine.

Jira looks design exactly for Agile methodology implementation. You can plan sprint runs for projects and as you know "To complete something you should set a Date for it". The board is very clear and easy to interact with. All tasks are saved in the backlog and considered while sprint planning so it's easy to distribute the tasks through a team.

When you start a sprint tickets cannot be moved freely until you enter the ticket and set manually "Begin to Development