JIRA Service Management

Ein wunderschön einfacher, auf JIRA basierender Service Desk

Gesamtbewertung

4,4 /5
(503)
Preis-Leistungs-Verhältnis
4,3/5
Funktionen
4,4/5
Bedienkomfort
4,2/5
Kundenbetreuung
4,3/5

90%
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503 Bewertungen

Johannes
Gesamtbewertung
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 7.0 /10

Kompliziert und leider Industriestandard

Bewertet am 26.2.2023

Vorteile

Anlegen von Sprints, Tickets, epics, Releases. Aufbauen eines Backlogs. Sprintplanung und Durchführung mit Sprint boards. Rudimentäre Sprint Statistiken. Perma-URLs für Tickets und Epics. Integration zu Confluence ist okay.

Nachteile

Man muss eine Skriptsprache für die erweiterte Suche lernen. Es gibt keinen Projektexport. Konfigurierbarkeit ist (wahrscheinlich) verfügbar, aber man findet sie nicht. Benutzerfreundlichkeit ist mittel mit gefühlt 100 Buttons überall.

In Betracht gezogene Alternativen

Redmine, Trello und Asana

Gründe für den Wechsel zu JIRA Service Management

Funktionsumfang ist immer noch am größten.
Patrick
Gesamtbewertung
  • Branche: Informationsdienst
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Bedienkomfort
  • Weiterempfehlungsquote 10.0 /10

Kenne kein vergleichbares Tool am Markt

Bewertet am 8.12.2022

Vorteile

Gängiges und intuitives Tool. Kenne kein vergleichbares am Markt.

Nachteile

Ich finde es sehr intuitiv zu nutzen und hatte auch ohne Schulung keine Probleme im Umgang.

Jasmin
Gesamtbewertung
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Wöchentlich für 1-5 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Bedienkomfort
  • Weiterempfehlungsquote 7.0 /10

Auf den ersten Blick einfach

Bewertet am 12.1.2023

Vorteile

Man ist schnell fertig mit dem Setup und kann direkt loslegen. Die Tickets werden übersichtlich aufgelistet.

Nachteile

Wenn man komplexere Zusammenhänge erfassen will, offenbaren sich einige Tücken des Programms.

Denise
Gesamtbewertung
  • Branche: Marketing & Werbung
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Excellent service and project management tool

Bewertet am 14.12.2022

For the past five years, I've been using Jira, and during that time I've noticed a big improvement just about every time. It has been easy for us to keep track of the work that other teams have completed by logging it and adding service level agreements. You can use it to delegate tasks within your team, track progress on common goals, and share updates with your colleagues in real time or behind closed doors. Because of this, it is an incredible instrument.

Vorteile

The default settings for Jira Service Management allow you to maximize its potential right away, with nothing in the way of setup. It is possible to personalize it with a wide variety of settings so that it functions just how one would like it to.

Nachteile

Because our SSO implementation needs it, in order for a user to sign into the customer portal, they will first need to sign into the parent Jira site.

Verifizierter Rezensent
Gesamtbewertung
  • Branche: Unternehmensberatung
  • Unternehmensgröße: 2–10 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 9.0 /10

Efficient IT Service Management

Bewertet am 22.2.2023

Jira Service Management is a powerful and versatile IT service management software that provides a range of advanced features and tools for tracking and resolving customer support issues. The platform offers flexible workflows, advanced customization options, and robust reporting and analytics capabilities, which can help to improve productivity, efficiency, and customer satisfaction. The platform integrates seamlessly with other Atlassian products and third-party tools, providing users with a comprehensive solution for IT service management. Overall, Jira Service Management is a reliable and effective tool for managing IT service operations.

Vorteile

Appreciate the platform's flexibility, customization options, and advanced reporting and analytics capabilities. The software allows users to customize workflows, set up automated notifications and alerts, and create customized reports and dashboards, which can help to improve productivity and efficiency. Additionally, the platform integrates seamlessly with other Atlassian products and third-party tools, providing users with a comprehensive solution for IT service management.

Nachteile

The pricing structure to be relatively expensive, especially for smaller organizations or businesses with limited budgets. Finally, while the platform's reporting and analytics capabilities are robust, some users might find that the reporting interface could be more intuitive or user-friendly.

Verifizierter Rezensent
Gesamtbewertung
  • Branche: E-Learning
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 0.0 /10

Well, everyone knows Jira — I just decided to reflect here

Bewertet am 13.1.2023

I hate Jira and think the only reason everyone uses it is that they're just used to suffer.Here's an article about it:[SENSITIVE CONTENT]

Vorteile

After latest update the visuals are quite pleasant.You can really construct complex filters if you know what you're looking for.Task IDs unfurl into links.Permissions are very granular (although complex and you won't understand how to use them).

Nachteile

Expensive.No obvious features or you have to pay extra: time tracking, dark mode, CHECKBOXES.

André
Gesamtbewertung
  • Branche: Geschäftsbedarf & -einrichtung
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 9.0 /10

Streamlined ITSM with JIRA Service Management

Bewertet am 3.2.2023

I've been blown away by JIRA Service Management. It has truly revolutionized the way my team operates, making our processes so much smoother and more efficient. The platform is packed with features and capabilities, but it never feels overwhelming or confusing. I highly recommend JIRA Service Management to any team looking to improve their ITSM operations.

Vorteile

JIRA Service Management is a game-changer for ITSM. The platform is so user-friendly and easy to navigate, even for those who are new to ITSM. The self-service portal is a huge plus, allowing teams to quickly find the information they need without having to wait for assistance. Workflows are streamlined, and automation rules make life so much easier. The open collaborative platform is also a huge advantage, allowing teams to coordinate their efforts with ease.

Nachteile

The only downside I've encountered so far is that some of the more advanced features can be difficult to understand and set up at first. However, the support team is always available to assist, so it's not a huge issue.

Andres
Gesamtbewertung
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Must Have for IT Project Management

Bewertet am 21.2.2023

Vorteile

It's a robust platform that boosts IT Team's overall performance

Nachteile

Notnative integration with channels such as slack; but there are amazing plugins out there to fulfill this need

In Betracht gezogene Alternativen

Legito, ProjectTeam.com und Juro
Verifizierter Rezensent
Gesamtbewertung
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für 1-5 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Efficient and User-Friendly: A Review of JIRA Service Management

Bewertet am 4.2.2023

JIRA Service Management is a widely used and well-regarded tool for service management and IT service desk operations. Many organizations find it to be an effective solution for managing incidents, requests, and support tickets, as well as tracking performance and progress. The customizable workflows and integration capabilities make it a versatile tool that can be adapted to meet the unique needs of different teams and organizations. However, the steep learning curve and limited customization options can be challenges for some users, and the setup process for some advanced features can be complicated. Overall, JIRA Service Management is a powerful tool that can deliver significant benefits to organizations that are looking to improve their service management processes.

Vorteile

User-friendly interface for easy navigationCustomizable workflows to match the specific needs of a team or organizationStrong integration capabilities with other tools and systemsRobust reporting and analytics features for tracking performance and progressEfficient management of incidents, requests, and other support tickets

Nachteile

The steep learning curve for users who are not familiar with JIRALimited customization options for the visual appearance of the interfaceThe complicated setup process for some advanced featuresIt can be slow to load when managing large amounts of dataPrice may be a barrier for small teams or businesses with limited budgets.

Mateusz
Gesamtbewertung
  • Branche: Einzelhandel
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Bedienkomfort
  • Weiterempfehlungsquote 5.0 /10

An extensive tool for managing IT projects

Bewertet am 10.2.2023

Jira is developing great and although it gives a lot of options and its use, at a certain level, requires experience, in my opinion, it is probably the best system I have worked on.

Vorteile

Great configurability. Advanced users can configure jira exactly for their own needs. The system collects and aggregates a lot of data from various sources.

Nachteile

It takes a lot of time to master the tool. Configuration of accesses and views is a task for an experienced user. And with a possible configuration error, it may take some time to catch it.

Rahul
Gesamtbewertung
  • Branche: Finanzdienstleistungen
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Bedienkomfort
  • Weiterempfehlungsquote 10.0 /10

Robust and highly customisable project management tool

Bewertet am 27.2.2023

Vorteile

JIRA offers a host of features which helps me in prioritising workflow and keep track of the various user stories, tasks, issues etc. during each sprint. It is highly configurable and adaptable to a wide range of use cases.

Nachteile

Firstly it is not very straightforward and requires considerable training to be provided for users who are new to this tool. Secondly, JIRA license cost can be expensive for organisations having budget constraints.

Soranyela
Gesamtbewertung
  • Branche: Krankenhausversorgung & Gesundheitswesen
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 9.0 /10

Excellent tool to manage and plan projects and tasks

Bewertet am 21.2.2023

Document and analyze response times to incidents and projects, and with this data measure the quality of services provided to users.

Vorteile

It allows you to follow up on assigned tickets and document the steps taken to resolve them, as well as their approvals by superiors. It is easy to use and integrate.

Nachteile

They make a lot of view changes on a constant basis.

Bhavesh
Gesamtbewertung
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 9.0 /10

Best tool for managing project & Ticket

Bewertet am 27.2.2023

Overall, Jira is best IT management and ticket tool. We can manager all the IT related work on jira. It's very simple and user friendly UI interface.

Vorteile

- Easily manage & create client project and report- Assign issue & bug to dedicate user for that task.- Manage SLA for IT ticket & get email Alert when SLA bridge- Easily Tracking issue, task management, reports & workflow- Integrate with any third party software- Automate route ticket

Nachteile

- It's very expensive license version- If we delete ticket then we can't recover.- Sometime very difficult to use

Verifizierter Rezensent
Gesamtbewertung
  • Branche: Musik
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Bedienkomfort
  • Weiterempfehlungsquote 9.0 /10

A great option for on-site ICT service desk management

Bewertet am 23.7.2019

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.

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

ManageEngine ServiceDesk Plus, Freshdesk und Zendesk Suite

Warum JIRA Service Management gewählt wurde

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.

Zuvor genutzte Software

Kaseya VSA

Gründe für den Wechsel zu 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.
Verifizierter Rezensent
Gesamtbewertung
  • Branche: Bankwesen
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Great Service Desk for Human Resources

Bewertet am 9.10.2020

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.

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

ManageEngine ServiceDesk Plus

Gründe für den Wechsel zu JIRA Service Management

Cost, ease of implementation, customization and scalability
Hiren
Gesamtbewertung
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 8.0 /10

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

Bewertet am 4.7.2022

Overall good experience.

Vorteile

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.

Nachteile

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.

Rami
Gesamtbewertung
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 2–10 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

A best-of-breed Platform for Help Desk and Service Management!

Bewertet am 15.11.2020

Vorteile

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

Nachteile

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

Justin Alex
Gesamtbewertung
  • Branche: Computer-Software
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Highly customizable and integrates well with the Atlassian ecosystem

Bewertet am 23.8.2017

Customization, integrations, workflows, SLAs

Vorteile

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.

Nachteile

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
Gesamtbewertung
  • Branche: Freizeit, Reisen & Tourismus
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 8.0 /10

Best on premise

Bewertet am 19.11.2019

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.

Vorteile

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

Nachteile

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

In Betracht gezogene Alternativen

ManageEngine ServiceDesk Plus

Zuvor genutzte Software

Lansweeper
Tom
Gesamtbewertung
  • Branche: Unterhaltungselektronik
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 7.0 /10

User-friendly ticketing and service desk software

Bewertet am 25.10.2022

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

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

Zendesk Suite
Verifizierter Rezensent
Gesamtbewertung
  • Branche: Marktforschung
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Unlike others, doesn't need complex configuration

Bewertet am 29.7.2018

With the help of Service Desk we get feedback from users about the bugs they find in the product. As the result, we fix them really fast. By adding fields that users need to add while submitting bug, we decrease time that is needed to reproduce bug or clarify the issue. Also, we can communicate with user directly if needed.
At the same time user can always get back and see status of ticket they submitted.
Also, it says a lot when you see Atlassian using its own product and using it really well.

Vorteile

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.

Nachteile

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.

Shubham Vasantrao
Gesamtbewertung
  • Branche: Bankwesen
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Bedienkomfort
  • Weiterempfehlungsquote 10.0 /10

The best Ticket/Bug Tracking Tool

Bewertet am 11.1.2023

Vorteile

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.

Nachteile

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.

Verifizierter Rezensent
Gesamtbewertung
  • Branche: Computer-Software
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Bedienkomfort
  • Weiterempfehlungsquote 8.0 /10

Excellent project management tool

Bewertet am 5.5.2022

I have been working with JIRA Service Management for 4 years now and I found out that every process connected to software development can be easily described and tracked using this tool. I have also used the ticketing system a lot and found it very intuitive and always found what I needed.

Vorteile

It's the best tool for project management I have worked with. It's best at tracking progress of user stories and tasks, but works well also as a ticketing system and time tracking application. It is easy to track multiple projects at once thank to a possibility to create dashboards and groups for each of them. It can also be integrated with confluence in order implement an integrated knowledge base.

Nachteile

The text editor could be improved, as well as some features could be implemented to make the user stories and filtering management a bit more user-friendly and provide better user experience.

Melissa
Gesamtbewertung
  • Branche: Computer-Software
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Wöchentlich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Bedienkomfort
  • Weiterempfehlungsquote 6.0 /10

Great Tool for Technology

Bewertet am 26.9.2022

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.

Vorteile

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.

Nachteile

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.

Gilberto
Gesamtbewertung
  • Branche: E-Learning
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
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  • Kundenbetreuung
  • Weiterempfehlungsquote 8.0 /10

Great option for helpdesk if you're already in the Atlassian environment

Bewertet am 20.7.2022

Overall amazing experience, once you set it up and is customized to your use case it is going to perform greatly

Vorteile

It was relatively easy to set up and get going with a few hours of work.
It comes with a wealth of templates that help you get started quickly and easily.

Nachteile

The setup interface is clunky and unintuitive at times, for all the benefits of being a part of the Atlassian environment, it suffers from the same complicated nuisances you encounter while setting up new issue types and fields, that, unless you're an expert you'll have a somewhat bumpy ride.