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PeerSpot user
Resource Manager / JIRA System Admin
Vendor
Fairly easy to use for users but steep learning curve for admins.

What is most valuable?

<ul> <li>Customizable workflows</li> <li>Agile / Scrum compatibility and offerings</li> <li>Granular access/security settings</li> <li>Large selection of add-ons</li> <li>Ease of use </li> </ul>

How has it helped my organization?

Since our service is customized to each client, the ability to customize workflow for each project's specific needs has improved productivity simply by streamlining our efforts.

For how long have I used the solution?

We switched to JIRA this past February. So 7 months.

What was my experience with deployment of the solution?

There is a steep learning curve for administration. While the tool is fairly easy for our users to understand and use, what it takes to set up the system to MAKE it easy for end users is fairly complex. There is a large amount of information to know and many interdependent layers.
Buyer's Guide
Jira
March 2025
Learn what your peers think about Jira. Get advice and tips from experienced pros sharing their opinions. Updated: March 2025.
845,040 professionals have used our research since 2012.

What do I think about the stability of the solution?

We did not encounter any stability problems due to the JIRA itself. The problems we ran into were server-based and improved significantly after upgrading our server.

What do I think about the scalability of the solution?

Not yet. =)

How are customer service and support?

Customer Service: I would give it high marks. From an account service standpoint, all of my questions and requests have been replied to quickly and thoroughly.Technical Support: Medium-high. It mostly takes the form of Q&A within their Atlassian Answers forum that then leads to links of posted documentation on their Confluence pages. So there is a wealth of information and people able to offer advice and help. But it has a very "self-help" feel when trying to track down answers.

Which solution did I use previously and why did I switch?

We did previously use a competing solution. We decided to switch based on several factors: cost, (lack of) support from the previous tool, and mostly we felt the strengths and weaknesses of the prior tool did not match up well with our needs and processes.

How was the initial setup?

It was complex, but in a good way. We used a vendor called Service Rocket to help us through the process and they were magnificent. We spent several weeks with them as they got to know our process and needs to help tailor the setup solution. So it was complex in that we spent a lot of time closely examining our processes and workflows to make sure the solution fit accurately.

Which other solutions did I evaluate?

We looked at numerous other products. Some were more well-traveled offerings like Rally, AtTask, Clarizen, and Basecamp. Others were newer to the game like 10,000ft.

What other advice do I have?

The most frustrating part of implementing a new management system is "you don't know what you don't know", so it's easy to miss which questions to ask or requests to make. JIRA has a LOT of knobs and levers to pull and is many layers deep in it's setup. If you're not intimately familiar with its offerings, I highly suggest using a consultant or vendor to help step through the implementation. I also suggest being specific in needs and wants. We’ve found JIRA is flexible enough to adapt to our needs more often than we have to adapt to its offerings.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
reviewer1141353 - PeerSpot reviewer
Gerente, Tech Mgmt at a engineering company with 11-50 employees
Real User
Helps in tracking features and projects, and allows us to comment almost anywhere
Pros and Cons
  • "It has enabled us to keep track of features or projects. Previously, we used to manually keep track in Office. We now have a centralized repository for all the information."
  • "I don't know if it's the way it's deployed in the organization, but the interface we are provided is not as customizable as other tools. The multi-language report is not enabled in our installation. I don't really know if it's something related to the tool or our installation."

What is our primary use case?

We use it for Kanban boards, bug reports, and some workflows.

How has it helped my organization?

It has enabled us to keep track of features or projects. Previously, we used to manually keep track in Office. We now have a centralized repository for all the information.

What is most valuable?

I like that you can comment almost anywhere, and you can leave a trail. That's the most useful thing.

What needs improvement?

I don't know if it's the way it's deployed in the organization, but the interface we are provided is not as customizable as other tools. The multi-language report is not enabled in our installation. I don't really know if it's something related to the tool or our installation.

What do I think about the stability of the solution?

It is pretty good. I haven't had any problem with it.

What do I think about the scalability of the solution?

We haven't had any problems with scalability. It doesn't feel slow. It hasn't been down. It's working pretty well.

Its users are in the hundreds, but I don't know specifically. It is available to everyone in the company, and it could potentially be used by anyone. We all are allowed to use it and implement it as we see fit.

How are customer service and support?

I have local technical support. That's our first line of support, and they contact Jira technical support if needed. 

How was the initial setup?

I'm just a user. I don't know.

What other advice do I have?

General advice would be to find out about customization features and multi-language support features.

I'm not a heavy user of this solution. From what I've used, I would rate it an eight out of 10.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Buyer's Guide
Jira
March 2025
Learn what your peers think about Jira. Get advice and tips from experienced pros sharing their opinions. Updated: March 2025.
845,040 professionals have used our research since 2012.
Team Lead - Web Services at a manufacturing company with 10,001+ employees
Real User
Highly scalable with excellent speed and search capability
Pros and Cons
  • "No other platform can compete on speed or search."
  • "Some small issues with stability."

What is our primary use case?

My primary use case of Jira is as our project management tool for monitoring and planning.

What is most valuable?

The most valuable features are the speed and especially the search capability - I don't think any other platform can compete on those.

What needs improvement?

The main area for improvement is the high cost of the product.

For how long have I used the solution?

I've been working with Jira for two years.

What do I think about the stability of the solution?

There are some small issues with stability, like unexpected updates, but overall it's good.

What do I think about the scalability of the solution?

I think you can scale Jira as far or as big as you want, it's very scalable.

How are customer service and support?

Jira's technical support is easy to communicate with, and they are very responsive.

What's my experience with pricing, setup cost, and licensing?

This product's cost is much higher compared to other platforms, but it's worth the extra cost. Some add-ons are only available at additional cost.

What other advice do I have?

Jira is easier to configure than other platforms like DevOps. It's fairly easy to learn so long as you dedicate some time to it and is easier to use than other solutions. I would rate this solution as nine out of ten.

Which deployment model are you using for this solution?

Private Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
reviewer1644000 - PeerSpot reviewer
Executive Vice President at a financial services firm with 10,001+ employees
Real User
Top 20
Stable, scalable, easy to install, and has good collaboration features
Pros and Cons
  • "We like team collaboration and cross-functional collaboration."
  • "The history with Jira is that it is a bit complex for many users."

What is our primary use case?

We use Jira for enterprise planning.

What is most valuable?

We like team collaboration and cross-functional collaboration.

What needs improvement?

The history with Jira is that it is a bit complex for many users.

There are too many features.

The user interface is complex.

For how long have I used the solution?

I have been working with Jira for five years.

We are migrating to the latest version.

What do I think about the stability of the solution?

Jira is pretty stable.

What do I think about the scalability of the solution?

It is scalable enough.

We have 1,000 users in our organization who are using Jira.

We plan to increase our usage.

Which solution did I use previously and why did I switch?

Before Jira, we did not use any other solutions.

How was the initial setup?

The initial setup is straightforward, nothing out of the norm.

What's my experience with pricing, setup cost, and licensing?

We had a perpetual license but have changed to a subscription.

We are not satisfied with the pricing. It has become more expensive.

We would prefer it to be cheaper.

Which other solutions did I evaluate?

We evaluated other solutions before choosing Jira. We chose Jira because it is widely used.

What other advice do I have?

I would rate Jira an eight out of ten.

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Program Manager, Project Manager and Scrum Master at Iplanet Information Systems
Real User
Could be more intuitive and technical support is lacking; has good reporting capabilities
Pros and Cons
  • "Powerful features including a good reporting capability."
  • "Could be more intuitive."

What is our primary use case?

I work for an insurance company that has developers who need to be tracked. We're working on converting the spreadsheet into a Kanban flow environment. I'm the program manager/master. 

What is most valuable?

The solution is very powerful, has many good features, in particular a good reporting capability. I like many of the features, and I have the benefit of having a very skilled Jira administrator helping me out because I'm a PM. 

What needs improvement?

The solution is not as intuitive as it should be and you have to play around with the environment quite a bit before you get a handle on how things work. One of the issues is that it's usual for a ticket to have a primary developer on it and other people supporting, but that's not possible in Jira. They have a very thick policy and a ticket can only have one assigning, although it may be possible to do it as a number coding, I'm not sure. I'd like to see the solution include a feature whereby you can link stories visually, to explicitly show the connection between a user story and a task. 

For how long have I used the solution?

I've been using Jira for several years. 

What do I think about the scalability of the solution?

Scalability of the solution seems fine.

How are customer service and technical support?

Technical support could be improved. When you submit a ticket, it can take two or three rounds before you get what you're looking for. I send the ticket and receive an irrelevant response, which doesn't help. You can go backwards and forwards with them and never get there which is very frustrating. I'm not sure if the user community is that helpful. I've submitted two questions but haven't yet received a response. 

How was the initial setup?

The initial setup was quite complex. 

What other advice do I have?

The solution is fairly good at doing a lot of things, and is potentially very good, but it takes some getting up to speed on. I've used a product called Kanban Flow, and that's very intuitive, very easy to use. Jira seems to be more complicated and requires having specialists on board so that if you have a problem, you can get help immediately without having to go through the ordeal of submitting a ticket and waiting two or three days to get a response, which may not be helpful at all. 

I rate this solution a five out of 10. 

Which deployment model are you using for this solution?

Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
reviewer1600605 - PeerSpot reviewer
IT Service Manager at a financial services firm with 501-1,000 employees
Real User
A useful and easy-to-use solution for handling tickets and tasks and managing processes
Pros and Cons
  • "I'm working in the IT department, and the ticketing system is the most important service for us. We are also using some automation add-ons. It a very good product for handling tickets and tasks and managing processes. It is also very useful and easy to use."
  • "It would be very practical if you can more freely reach the information that is already inside the system. Currently, we have to buy add-ons for it. There is a lot of information in the Jira system that you can handle only through add-ons. You cannot reach such information on your own. If you want to use this information, which is already in the system, you have to buy some add-on to use. For example, information about how much time an assignee is spending on a ticket is there in the system, but you cannot access it without an add-on. JQL is a very good way to reach the data inside Jira. If we can reach more objects, even through JQL, it would be great."

What is our primary use case?

We are basically using it to support the UAT tasks. We are also using it for IT support task handling and working together as a team in our company. 

At my workplace, we are using its most updated version.

What is most valuable?

I'm working in the IT department, and the ticketing system is the most important service for us. We are also using some automation add-ons. It a very good product for handling tickets and tasks and managing processes. It is also very useful and easy to use.

What needs improvement?

It would be very practical if you can more freely reach the information that is already inside the system. Currently, we have to buy add-ons for it. There is a lot of information in the Jira system that you can handle only through add-ons. You cannot reach such information on your own. If you want to use this information, which is already in the system, you have to buy some add-on to use. For example, information about how much time an assignee is spending on a ticket is there in the system, but you cannot access it without an add-on. JQL is a very good way to reach the data inside Jira. If we can reach more objects, even through JQL, it would be great.

There are a few small functions that we are missing in it. For example, you cannot rate a ticket. If you would like to use a rating for a ticket, you cannot give stars or something like that.

For how long have I used the solution?

I have been using this solution for more than five years.

What do I think about the stability of the solution?

We rarely come across any issues. Sometimes, it slows down a little bit, and then usually, we just have to rebuild the index. That's all. It needs lots of resources and CPU memory. If the resources are okay, we don't feel any problem with it.

What do I think about the scalability of the solution?

It is probably easier to scale on the cloud. The on-premise is not so scalable, but if you can define the resources, it works well.

In terms of the number of users, we have around 750 users.

How are customer service and technical support?

We do not directly contact Atlassian. We have a support company that helps us with any situation.

How was the initial setup?

It is simple to initiate or install the product. It is easy and simple, but if you make some designs inside and build some projects with some automatization, it can be more complex.

We first tried to build the system inside the Docker environment, but it was not a success. So, we switched to the normal installation mode. Installing the product and making it work took just a few days. It included building servers and a database.

What about the implementation team?

We do it on our own, but we have some strong support. We have outside support in case of any problem with it.

In terms of maintenance, you have to do the updates. You have to upgrade the system and handle the add-ons versions. If you build the inside environment in the Jira, you always have to fast forward to the project.

We have two teams to handle the maintenance. For standard maintenance, where you are upgrading the versions, we have an IT professional team for it. For the inside environment of the Jira projects and automation functions, we have a service management team.

What's my experience with pricing, setup cost, and licensing?

If you are using just Jira, it is cheap, but if you start to use it and you feel you need some more services or more functions, then you have to buy add-ons, which can make it expensive.

What other advice do I have?

I would recommend this solution. I would rate Jira an eight out of 10. It is definitely not perfect, but it is almost perfect.

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Real User
Top 20
Stable and straightforward to install, and it provides a good view on the status of Agile projects
Pros and Cons
  • "This product provides you a good view of the status of your projects."
  • "I think that there is some ease of use that could be brought in to improve certain things."

What is our primary use case?

When you are engaged in an Agile development environment, most of the handling and tracking of the stories are handled in Jira. It can also be used for handling and tracking requests in a ticketing system.

I am a consultant from the quality and design part of the work that we do, and I help people introduce tools into their system. Currently, I am only working with one customer that is using Jira. In the past, I have had five or six who were actively using it.

What is most valuable?

This solution covers almost all of the types of uses that we have, from an Agile perspective. All of our requirements are supported by it.

This product provides you a good view of the status of your projects.

What needs improvement?

When I was managing projects that started from epics and moved to multiple tasks, I found that the integration of epics and user stories could have been a little easier. I've seen people struggling to use that aspect of Jira. I think that there is some ease of use that could be brought in to improve certain things.

For how long have I used the solution?

I have been working with Jira on and off for the past six to seven years.

What do I think about the stability of the solution?

This is a stable product.

What do I think about the scalability of the solution?

I have not used Jira for really huge projects. I have had groups of between 30 and 40 people and for that size, there were no issues with scalability.

How are customer service and technical support?

We have asked a couple of questions from technical support and I don't recall having any issues with that. Everything was as expected.

How was the initial setup?

I have not completed an installation myself, but my understanding is that it is quite straightforward. I am familiar with cloud-based deployment but I believe that it can be deployed in a private environment, as well.

What's my experience with pricing, setup cost, and licensing?

One of my customers told me that they were receiving better pricing for a similar tool from Microsoft. Specifically, the total cost of ownership was cheaper with Microsoft.

What other advice do I have?

This is definitely a tool that I would recommend to people, depending on their needs.

In summary, it is a good product and the only room for improvement that I can see is that it needs better integration.

I would rate this solution an eight out of ten.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
PeerSpot user
reviewer1439427 - PeerSpot reviewer
Delivery Head IT &amp; IS at a non-tech company with 10,001+ employees
Real User
Flexible, easy to configure and install, and is scalable
Pros and Cons
  • "The solution is very scalable and flexible."
  • "There could be some improvements in the project management and portfolio level features."

What is our primary use case?

We are using the solution for project and defect management, and task tracking.

What needs improvement?

There could be some improvements in the project management and portfolio level features. I think they could bring more flavours of Agile to Jira, that would help.

For how long have I used the solution?

I have been using the solution for approximately eight years.

What do I think about the stability of the solution?

We have found it to be very stable.

What do I think about the scalability of the solution?

The solution is very scalable and flexible. It's one of the best products that we have been using. We currently have 80 users using the solution.

How was the initial setup?

The configurations for the installation are very well documented on Jira sites. You can just go there and it has everything you need. The installation did not take much time, it was straight forward. 

What about the implementation team?

We had one internal administrator do the implementation, the configurations are straightforward.

What other advice do I have?

I would recommend this product to others. 

I rate Jire a nine out of ten.

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Buyer's Guide
Download our free Jira Report and get advice and tips from experienced pros sharing their opinions.
Updated: March 2025
Buyer's Guide
Download our free Jira Report and get advice and tips from experienced pros sharing their opinions.