We have a service desk for customers. We have the whole flow from customer feedback throughout, committing with a relation in the code in Bitbucket.
We have the tracking and tracing, including all tracking of the issues all the way from the customer throughout the JIRA prioritization in backlogs and sprint planning and connecting those through the actual code commit in BItBucket. It's all done through JIRA to the service desk issue and back again to the customer. The entire ecosystem is quite connected.
Head of Software Solutions at a tech services company with 11-50 employees
Flexible and very easy to set up but can get quite complex
Pros and Cons
- "It's really smart how they connected third-party vendors into their own marketplace. You can create and add apps. Anybody can do it."
- "Pretty much 70% - 80% of the Next-Gen Projects features are still to be developed."
What is our primary use case?
What is most valuable?
The best features depend a bit on the project going on. We have some project managers for the Classic Project setup and all the features that come along with the Classic Projects.
From my point of view, the NextGen Project in the cloud solution is really easy to start up with and it's quite flexible in how you put up columns and move issues and tickets throughout the status and columns that you put up.
It's really flexible. From the Atlassian point of view, I can see they are moving towards more Next-Gen Project handling. The features from the Classical Projects are being continuously rolled out towards Next-Gen Projects. Of course, there's still lots of ground to cover.
It's really smart how they connected third-party vendors into their own marketplace. You can create and add apps. Anybody can do it. There's some approval function or a step via the Atlassian team to be able to actually endorse your apps throughout their marketplace. However, it's very smart to have collaboration between the company and third parties. Whatever functionality is lacking, there's most likely an app for it.
I've seen some updates and subscriptions where you can get newsfeeds if you subscribe. They are focused on making the solution as responsive as possible. For instance, they have enabled some features called Project Archiving. If you're done with some project work, you could choose to archive everything related to it. Therefore, it won't be upfront taking resources from your solution, however, you'd still have access to it in the future.
What needs improvement?
Pretty much 70% - 80% of the Next-Gen Projects features are still to be developed. It's my understanding that the reason they started doing the Next-Gen and changing up the whole dual-end functionality is probably because of how heavy and big everything was getting. It had gotten pretty complex within the Classical Projects.
It's quite time-consuming picking up the Classical Projects. They've gotten quite heavy and it's hard to use them in a productive way. There are just so many settings and possibilities. It's very complex and time-consuming, however, on the other hand, it's got everything you need in terms of functionality.
For how long have I used the solution?
We've been using the solution for a year and a half now. It hasn't been too long so far.
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March 2025

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What do I think about the stability of the solution?
The solution is quite stable. We haven't faced any stability issues.
What do I think about the scalability of the solution?
The solution is quite scalable. They also allow you to archive old projects so that they don't take up space on your product, and that can help you scale. You might need a specific kind of subscription in order to archive, however.
How are customer service and support?
I don't really have much experience with the technical support team at JIRA. I've been reading the community tickets mostly. Most of what I've been curious about, I've been able to find the answer myself via the community or the WIKI.
You can communicate with other users, which is really smart. It allows you to discuss best practices effectively. At the same time, I would guess that some of the users there would be actual Atlassian employees that are commenting and guiding. Overall, the community space is quite helpful. Therefore, I haven't really had any issues or tickets or any need to connect with a technical team in Atlassian.
One of my colleagues actually had an issue when a new user was invited before he had opened his 365 email. He had not logged in to the email account. Therefore, when the invitation was sent from Atlassian or from JIRA, I can't remember exactly which module, but then there was feedback that this was not an active email account, which made Atlassian revoke the whole user. Then, when he actually logged into 365, he wasn't able to connect to JIRA due to the fact that the email had been marked as expired or not an active email. He sent the request to Atlassian and they opened up a ticket and everything was fine within a couple of hours. It was really quick. That I think is probably the only dialogue we've had with the technical support in Atlassian and it was pretty positive. I'd say overall we're quite satisfied with their level of support.
How was the initial setup?
The initial setup's level of complexity varies. If you use the Next-Gen Project, you can get it up and running in, I would say, five minutes. That part's quite easy.
You can also just subscribe and you can get the free version. I really like that kind of subscription that you can start with quite a few features available. You can get it started for up to five to 10 users without any cost. Then, when you start getting the ball rolling or the projects rolling, you have to actually insert your credit cards to both get features unlocked, and also to add more people to the projects and to the solution.
If you want to, you can add on quite a lot of features and connect with the apps from the Atlassian marketplace. That's also a really nice possibility. You can just click, add apps and it takes about 30 seconds. Then you have added functionality injected to your solution.
What other advice do I have?
I would guess we are using the latest version of the solution as we're using the cloud solution. I'm guessing that it's continuously updated automatically.
I'd advise others to consider the solution. However, It depends on what they're trying to achieve. There are a lot of easier project management tools like Monday.com, for instance. It's a lot easier to get up and running.
If your vision is to become a larger software development company, monday.com might be something that is usable for project managers. However, it wouldn't be a good tool, at least how I've seen it, to connect everything together as we're able to do in the JIRA cloud with all the connecting apps. I would guess we would be able to integrate Monday to JIRA or something like that.
It's really easy to get JIRA connected to Confluence and Bitbucket and to have the service desk as well. That way, everything is in one place. Again, it depends, on based on where you're heading. If the company is looking for easy project management, there's a lot of tools that would be just as good as the JIRA. If you're looking to distributing the teams and connecting a whole ecosystem, then definitely JIRA is a good pick.
I'd rate the solution seven out of ten.
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.
Senior Technical Writer at Skava
Can be used anywhere and on any device
Pros and Cons
- "This tool can be used anywhere and on any device."
- "The user interface and views on different devices should be improved."
What is our primary use case?
Our primary use case for this solution is development ticket status tracking. We use it for managing different kinds of projects. This is an online tool, where teams from anywhere in the world can use it.
How has it helped my organization?
This product has improved our ROI. Without this tool, our projects cannot be completed fully. Dependency cases among the teams cannot be resolved.
What is most valuable?
The most valuable feature for us is the capability of assigning a task to a developer and resolving it. This tool can be used anywhere and on any device.
What needs improvement?
The user interface and views on different devices should be improved. The customization feature can also be improved.
For how long have I used the solution?
One to three years.
What do I think about the stability of the solution?
In terms of stability, there are very few failures.
What do I think about the scalability of the solution?
Our impression of the scalability for this solution is that it's good.
Which solution did I use previously and why did I switch?
We did not use a different solution prior to this one.
How was the initial setup?
The initial setup for this solution is straightforward.
What about the implementation team?
We used a vendor team for implementation.
What was our ROI?
Good. The return of investment is something that we have found to be very valuable.
What's my experience with pricing, setup cost, and licensing?
We feel that the product is a good value for the cost.
Which other solutions did I evaluate?
We did not evaluate other products before choosing this solution.
What other advice do I have?
It is an excellent tool for project management.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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Jira
March 2025

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RTE (Release Train Engineer at ASML
Our agile teams work with this tool for project management
What is our primary use case?
Team level agile project management.
How has it helped my organization?
Agile teams work with this tool. However, scaled agile support of this tool is limited.
What is most valuable?
- Dashboard possibility
- JQL query
- Workflow management.
What needs improvement?
Tree view of linked issues.
For how long have I used the solution?
More than five years.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Engineering Manager at a healthcare company with 10,001+ employees
TAM gave us product advice that was able to save a department of 300 people roughly 4 hours a night.
What is most valuable?
Having a Technical Account Manager gives us someone who I can email about any of my questions or concerns about products, roadmaps, configuration and scalability options, etc. If I have an idea for something I want to do he might say "that’s a terrible idea", or "you might want to try it this way instead", because he has a depth of internal knowledge and context which most end users are unable to attain. This internal advocacy, contacts, and ease of communication are each tremendously helpful.
What needs improvement?
Collaboration on open action items and active ongoing projects. I spoke with my TAM about this issue and he completely agrees. There is no one system on which TAMs and their customers can collaborate on action items, ongoing projects, meeting notes, etc.
For how long have I used the solution?
Began using Technical Account Management (TAM) in Nov 2014.
What was my experience with deployment of the solution?
Yes. We were having an issue where we have to take one of their products offline to do a backup every night. I was certain there was a better way that it could be done, but on Atlassian Answers, other users were giving vague, hand-wavy responses. Our TAM was able to give us a couple different options, each of which will be able to save a department of 300 roughly 4 hours a night.
What do I think about the stability of the solution?
No.
What do I think about the scalability of the solution?
We are just in the process of dealing with future scalability issues and having the TAM in place now puts us in a good place to address those concerns.
How are customer service and technical support?
Customer Service:
Very high.
Technical Support:Well above average. Their response time is good, and we are able to escalate what we need to escalate.
Which solution did I use previously and why did I switch?
Yes, we have used several throughout the growth of our part of our organization. Most recently we moved off of Rational Team Concert from IBM. There is not enough time to tell you why I hate that product! It is one of the worst products I have ever used for ALM. It is not set up to encourage self-directed teams, despite its name. It says it can do whatever it wants, but it is not designed as a product to make people happy, just to make IBM's consulting organizations more money. Atlassian products are the exact opposite. A new team can be brought on and be working efficiently within minutes – with Team Concert could be hours or even days, if ever, before a team can be working well together.
How was the initial setup?
The initial setup was very straightforward. The only complexities had to do with our own infrastructure. With Atlassian, either you can run the programs open to the world or behind the firewall. The default state for our systems is locked down, but Atlassian works best when their tools are able to connect to one another. This isn't a problem with the products, just an issue with our own infrastructure. I run local development versions of the tools on my laptop with no issues.
What about the implementation team?
Completely in-house.
Which other solutions did I evaluate?
We did not look at any other complete suites of tools. We evaluated Rally Enterprise and VersionOne for project/defect tracking. Both of those options had decent levels of integration with our CI tools. Ultimately the value that the Atlassian suite gave us as a total package of discrete, but connected, components was above and beyond the piecemeal approach we would have had to take otherwise.
What other advice do I have?
As an Enterprise customer, evaluate what you really need. If it's tech support above/beyond what comes with the subscription, go with the Enterprise tech support instead.
TAM is when you really need/want an advocate within Atlassian. For instance, our program and product management groups set up an on-site meeting with our TAM to discuss JIRA Portfolio, and they were able to ask questions of the Portfolio product manager as well as the TAM after a solid demo. Without a TAM in place, this type of thing would have been impossible short of sending everyone to the Atlassian Summit (User Conference) every year. That’s invaluable.
Another recent example is that we had a problem with a plug-in owned by Atlassian, but because we have our TAM in place he was able to get us in touch with the plugin developer directly and we've skipped weeks of struggle.
It's all about advocacy, insight into product roadmaps, best practices, etc.
Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
Consultant at a consultancy with 51-200 employees
My deployment was expensive due to the complexities I implemented. Other deployments have been less expensive.
What is most valuable?
Workflow configuration (escalation, workflow chaining, conditions, validators, post-scripting, etc)
How has it helped my organization?
- Enforce role- and group-based permissions re: who can drag tickets, and when, on the agile boards.
- Instill true SLA-based reporting and escalation to keep work moving seamlessly through the process flow.
What needs improvement?
- Workflow management
- User permissions
- Native reporting capabilities in workflow
- Ticket status, etc
For how long have I used the solution?
6 years
What was my experience with deployment of the solution?
No
What do I think about the stability of the solution?
No
What do I think about the scalability of the solution?
No
How are customer service and technical support?
Customer Service:
The forums and online documentation have been fine. I haven't needed to escalate beyond that.
Technical Support:The forums and online documentation have been fine. I haven't needed to escalate beyond that.
Which solution did I use previously and why did I switch?
At my previous company they used Assembla. I switched them to JIRA which is more open in its project sharing as well as far more configurable.
How was the initial setup?
JIRA has been very simple to use, no issues.
What about the implementation team?
I've always done the implementations myself.
What was our ROI?
As an enabler of process and procedures, JIRA's ROI can be measured in that regard. Because we treat it like a tool and not an end unto itself, I've never measured it separately just for JIRA.
What's my experience with pricing, setup cost, and licensing?
Including all plugins in my last job, ~$15,000 and $7,000 annually thereafter. That was very plugin-centric, however, due to the complexities and user interface solutions I implemented. Other deployments have been less expensive.
Which other solutions did I evaluate?
Bugzilla and other bug tracking tools were on the docket. We ultimately chose JIRA because of its UI polish and wide range of configuration options. When JIRA added Greenhopper, now JIRA Agile, that made the choice very simple going forward.
What other advice do I have?
Read the online documentation, know what processes and procedures you wish to implement first, and keep it simple. Workflows can collapse under their own weight if they're overly complex for the sake of complexity, simply because "that's just the way things have always been done". Simplify simply simplify.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Works at a government with 1,001-5,000 employees
Has good analytics and dashboards, and is great for team collaboration and task management
Pros and Cons
- "I like it for team collaboration and task management. I also like its analytics and dashboards."
- "In Jira Cloud, integration with Excel is missing. Previously, I could import our Excel files into Jira, and I could also download a big Jira report in the Excel format, but now, it needs to be manipulated after that, which is not good. It looks like they've done that on purpose, but I don't understand the reason for it."
What is our primary use case?
We use it for project organization, workflow, and team collaboration.
What is most valuable?
I like it for team collaboration and task management. I also like its analytics and dashboards.
It is easy to use. Our junior people find it easy to create tasks in Jira. It is intuitive if you've been using similar products.
What needs improvement?
Their support should be improved. They should be faster and more knowledgeable.
In Jira Cloud, integration with Excel is missing. Previously, I could import our Excel files into Jira, and I could also download a big Jira report in the Excel format, but now, it needs to be manipulated after that, which is not good. It looks like they've done that on purpose, but I don't understand the reason for it.
For how long have I used the solution?
I have been using this solution for 10 years. I have used it in different companies.
What do I think about the stability of the solution?
It seems stable to me.
What do I think about the scalability of the solution?
It is scalable. It can cover many projects and a lot of job delegations.
We are a company of 2,000 people, but we all don't use Jira. All IT departments use Jira and Confluence together. They are always paired together because documentation is important.
How are customer service and support?
Their support, in general, could be better. In my recent experience, people who were allocated were slow, and they didn't have the knowledge. They ask you to read the help and documentation about an issue and do self-service.
Which solution did I use previously and why did I switch?
We also have Teams because it is given to us, but we don't use it because it doesn't have that richness, and it lacks the features that people need. It's very light for task management.
How was the initial setup?
For me, it is straightforward.
What's my experience with pricing, setup cost, and licensing?
We have a corporate license, and it is probably based on the number of people.
What other advice do I have?
I would recommend this solution. It gives you the best if you investigate a little bit and maximize your use by using all the features.
I would rate it an eight out of 10 because of the support.
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.
Senior Software Engineer
Good reporting, interfaces well with other products, and has everything I need
Pros and Cons
- "The way it interfaces with Bitbucket and other things like that is valuable. Reporting and being able to link various issues or stories together are also valuable. We call them stories, and they're general reports."
- "It should have Behavior Driven Development (BDD). There should be an option to add macros to help with that. A lot of people are using it now, and it would be nice if there was a way in there to be able to generate the BDD of commands whenever you're creating a story."
What is most valuable?
The way it interfaces with Bitbucket and other things like that is valuable. Reporting and being able to link various issues or stories together are also valuable. We call them stories, and they're general reports.
I never had an issue with it at all. Everything I needed to do was always there. Everything is cool.
What needs improvement?
It should have Behavior Driven Development (BDD). There should be an option to add macros to help with that. A lot of people are using it now, and it would be nice if there was a way in there to be able to generate the BDD of commands whenever you're creating a story.
For how long have I used the solution?
I have been using this solution for probably 8 to 10 years. I have used it at different companies. Cloud is the way they had it set up.
What do I think about the scalability of the solution?
There were probably about 600 users, and they were from top management and all the way down to the testers. So, pretty much everybody used it.
What other advice do I have?
I would rate it at least a 9 out of 10. That's because I never had any issues with it. It always did what I needed it to do.
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.
Middle Manager at a tech services company with 201-500 employees
Plenty of plugins, stable, and good support
Pros and Cons
- "There are a lot of plugins in Jira and we purchase the ones we need."
- "Jira can improve by making user management better. It is not easy to have visibility of who has the right to do what. Only the administrator has this visibility but there should be the option for other users too."
What is our primary use case?
We use Jira for project management for the development teams. Additionally, we do backtracking and managing the backlog but it is more of a development team tool.
What is most valuable?
There are a lot of plugins in Jira and we purchase the ones we need.
What needs improvement?
Jira can improve by making user management better. It is not easy to have visibility of who has the right to do what. Only the administrator has this visibility but there should be the option for other users too.
For how long have I used the solution?
I have used Jira for approximately 10 years.
What do I think about the stability of the solution?
We have never had an issue with the stability of the solution.
What do I think about the scalability of the solution?
We have approximately 400 people using the solution in my organization.
How are customer service and support?
The support from Jira is good.
How was the initial setup?
The configuration can be complicated, there are a lot of options.
What about the implementation team?
We have a technical team that does the implementation and maintenance of the solutuon.
What's my experience with pricing, setup cost, and licensing?
The basic price of Jira is reasonable, but for each plugin, we have to keep paying more. When you add it all up, it can be expensive. The main problem we face is we are forced to purchases plugin licenses for users who are not going to use them. For example, we have Jira licenses for approximately 450 people but if we only want a purchase a plugin for few people it is mandatory to buy the license for the 450 people who have Jira licensees. This is a problem because sometimes we need plugins for the product manager or for people in charge of the report, not everyone. For us, it can be very expensive in the end, they should alter this policy to allow plugins for only a set number of licenses.
What other advice do I have?
My advice to those wanting to implement Jira is to have a lot of support. In our company, we started out small with only approximately 25 people and then we expanded quickly. Jira can be complex to manage, and it is better to have some advice or some people to help with the implementation.
I 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.

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Very small world :)