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reviewer1709268 - PeerSpot reviewer
Solutions Architect Leader at a tech services company with 201-500 employees
Real User
Problem-free with a straightforward setup and a good interface
Pros and Cons
  • "The dashboards are nicely laid out."
  • "The initial setup is very complex."

What is most valuable?

The Jira interface is very good.

The product offers very good configurations.

The dashboards are nicely laid out.

The solution has been problem-free for two years.

The initial setup is pretty straightforward.

The scalability is great.

What needs improvement?

The initial setup is very complex. 

For how long have I used the solution?

I've been using this solution for two years.

What do I think about the stability of the solution?

The product is stable. the performance is good. It's problem-free. There are no bugs or glitches. It doesn't crash or freeze. It's reliable.

Buyer's Guide
JIRA Service Management
January 2025
Learn what your peers think about JIRA Service Management. Get advice and tips from experienced pros sharing their opinions. Updated: January 2025.
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What do I think about the scalability of the solution?

The scalability is fine. If a company needs to expand it, it can do so. 

How was the initial setup?

The initial setup is very complex. It's not straightforward and simple. 

What about the implementation team?

We handle installations and implementations for our clients.

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

There's just a standard licensing fee that we pay on a monthly basis. 

Which other solutions did I evaluate?

We're currently in the process of comparing Jira and ServiceNow to see which would be the better product for us.

Also, we have a client that is seeking out a product and they want us to advise them on the best option. We're looking at Jira and ServiceNow for them.

What other advice do I have?

My company is a partner of Atlassian.

While I prefer Jira over solutions such as ServiceNow, we do need to look at various options when advising clients. As an Atlassian partner, it's important to be able to look at other options and see the difference and show a client why Jira is a superior choice. 

Overall, I'd rate the solution at an eight 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.
PeerSpot user
Financial Sector Consulting Manager at a computer software company with 51-200 employees
Real User
Has good simplicity but access management needs improvement
Pros and Cons
  • "The simplicity is good for our clients. The price is good."
  • "There should be better connections with access management. They should improve the connectivity."

What is most valuable?

The simplicity is good for our clients. The price is good. 

You can increase users without any difficulty. 

What needs improvement?

There should be better connections with access management. They should improve the connectivity. 

For how long have I used the solution?

I have been using JIRA Service Desk since 2016.

What do I think about the stability of the solution?

It is very stable. Our clients don't have problems with stability. 

How are customer service and technical support?

We do the technical support for our clients. 

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

I have worked with HP products, BMC Remedy, and Service Manager. 

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

Our customers think that the pricing is high. Compared to the competitors, I think the pricing is fair. 

What other advice do I have?

I would rate JIRA Service Desk a seven out of ten. 

Disclosure: My company has a business relationship with this vendor other than being a customer: reseller
PeerSpot user
Buyer's Guide
JIRA Service Management
January 2025
Learn what your peers think about JIRA Service Management. Get advice and tips from experienced pros sharing their opinions. Updated: January 2025.
832,138 professionals have used our research since 2012.
Consultant at Lupus
Consultant
Handle ticket logging for clients who need product help
Pros and Cons
  • "One of the best things about JIRA is that it searches for answers while questions are being typed so some tickets do not need to be submitted."
  • "The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient."

What is our primary use case?

We are using JIRA for accessing our help desk when other companies have problems with programs and to let them login when somebody needs to create a new ticket.  

What is most valuable?

I think that one of the most valuable features is when I am typing in my question for a ticket JIRA does a search for the answer at the same time. If it finds my answer, then I do not have to raise the ticket because I already found the answer in the knowledge base. This is good in saving time for customer service workers.  

What needs improvement?

For us, one of the weaknesses of Service Desk is that we can not check every issue in the queue raised for one product. If we have more than one customer using a product that has raised a ticket, we can not see the complete list of issues for the one product from all sources. It is not as easy or efficient to handle tickets without that capability.  

For this reason, we have an add-on administrative tool that we had to purchase separately for use with JIRA to help make the workflow more efficient. This could be added to the base product for all users.  

For how long have I used the solution?

We have not been using the JIRA Service Desk for too long. We started doing our testing which lasted for just a few weeks and then we sent out a notification to our clients to use it. It has been in use at the company for maybe less than one month.  

What do I think about the scalability of the solution?

We have not had the product in use long enough to scale the usage upward from the volume of our current client base. I do not think it would be a problem.  

How was the initial setup?

I think the initial setup for the product is easy. It is not too complex or time-consuming to set up.  

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

We are very satisfied with the pricing of the product. Because we are an associate partner it is free for us.  

What other advice do I have?

On a scale from one to ten where one is the worst and ten is the best, I would rate JIRA Service Deskaybe as maybe and eight or nine-out-of-ten. For our use case, and putting aside the need for the plugin, it is a nine.  

Which deployment model are you using for this solution?

Private Cloud
Disclosure: My company has a business relationship with this vendor other than being a customer: partner
PeerSpot user
Owner and Senior Consultant at a tech services company with 1-10 employees
Real User
It manages our queues and tickets but it lacks capabilities from the user's perspective
Pros and Cons
  • "What I really like about this solution, is how it manages the queues, the tickets and the routing."
  • "I don't think the program is very scalable."

What is most valuable?

What I really like about this solution is how it manages the queues, the tickets, and the routing.

What needs improvement?

I think the solution has a lack of capabilities from the user's perspective. I would, for example, be able to see all the phases instead of only being able to create a ticket. I want to be familiar with all the steps and be able to change things during these steps. I would like to see that improved. 

What's more, we wanted to be resellers for this program, but it was denied, unfortunately. The claim of the developers was that they didn't need other resellers or partners. I think they made a mistake because we work with a lot of customers. So I think that needs to be improved because we sell and we are business partners of IBM and Microsoft, for example. But with Atlassian, it's very, very hard. 

For how long have I used the solution?

I've been using the solution for about three years now.

What do I think about the stability of the solution?

The solution is very stable.

What do I think about the scalability of the solution?

I don't think the program is very scalable. It lacks scaling capabilities from the performance perspective and load balancing and some other infrastructure capabilities. This is a real disadvantage if you compare it to other tools.

How are customer service and technical support?

The technical support was average.

What other advice do I have?

My advice to others would be to use the solution as is, and not to try to perform some sophisticated solutions. If it fits to your needs, take it. If not, use another solution. I rate this solution a seven out of ten, and in the future, I would like to see better infrastructure, more scalability, better performance, load balancing and things like that. 

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
PeerSpot user
Technical Solutions Consultant at a tech services company with 51-200 employees
Consultant
Helps shape our project management workflow but customization is difficult
Pros and Cons
  • "JIRA helps integrate Kanban Board features and for this reason what it does it does well."
  • "If JIRA were more of a substantial stand-alone product that covered more needs for project management, we wouldn't be using a suite of products."

What is our primary use case?

One of the primary things we use JIRA for is the Kanban Board feature. We use it for managing our projects and issues as well as accountabilities within the company. We have a homegrown — I suppose you could call it a Six Sigma type — approach. We identify the six main projects and the six areas where you can make the biggest difference within the company. Then we identify six projects that we're going to work on within those areas.

We use the Kanban Board extensively. We use the Confluence facility on the backend. Really,  we use Confluence and JIRA both together: Confluence for global planning and JIRA for issue and project management.

How has it helped my organization?

It simply helps us shape our project management workflow.

What is most valuable?

The implementation that we have is highly customized, so I can't talk to the capabilities of JIRA product independently because I'm not familiar with all of the different things that can be done with it. It's very useful in terms of the dashboard for the office, and the overview of all the different issues and props, what's on backlog, what's in progress, what's been resolved. That kind of thing, is very helpful.

What needs improvement?

One of the best additions to this product would be a single centralized point in which to store all the documents that are involved in progressing with tasks. For instance, if you're working on a JIRA task and you attach a document to it, not everybody will share a centralized storage facility where all the documents are. The idea would be to make it so everybody can see (or view) the same current document. They would get specific privileges (e.g., view or edit). But if a document is shared now, as it is in potentially an older version, it may not be accurate. Better to share the current document so that everyone has the same information.

Centralized document storage would allow all documents to be linked to any issue where it was pertinent rather than having to be attached to specific issues and limiting the viewers.

For how long have I used the solution?

We have been using the product for about four years now.

What do I think about the stability of the solution?

The product itself seems stable. We don't run into issues where we blame JIRA directly for failing.

What do I think about the scalability of the solution?

JIRA can really scale perfectly for our needs. We have both end users and admins using this product. Really, everybody in our company uses it. No one has a problem with getting access and we scale as needed.

How are customer service and technical support?

I haven't had any access to JIRA's technical support at all directly, I've never had any need to call them in. Generally, that would be someone else's responsibility. I'm not aware of having anyone in the company having issues with support on call or other contact.

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

We have looked for solutions in terms of the enterprise applications that are used by my company. We already have Confluence, we have JIRA Service desk, and we have Quest KACE Endpoint Management. We also use VMware AirWatch, virtualization productivity, and Dell hardware. A solution that works with these existing tools means that there is lest to change and train.

How was the initial setup?

I wasn't involved in the setup of JIRA, so I can't really comment that much on that aspect of the product. It was set up by one of my other team members. However, I've been told it was a relatively straightforward process. The customization, which is substantial, has been difficult. That is obviously not the fault of the product itself.

What about the implementation team?

We had specific goals in using a suite of products and we are doing our own deployments based on goals that we define. Essentially we didn't need outside help.

What other advice do I have?

When considering a solution it is best to stay as standard as possible when adopting it. The further you get off the standard path the more difficult it is to adopt or adapt to other solutions if that becomes necessary or desirable in the future.

I can't actually give it a fair appreciation at this stage of the capabilities of JIRA as a stand-alone product because of the way we have implemented it in a cluster of other products. 

At this stage, I would give it a five out of ten. This is mostly because we rely on other products for certain services or features. If JIRA had more comprehensive coverage of what we require, or if it was easier to implement what it already does, the rating would be higher.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
SeniorMa5691 - PeerSpot reviewer
Senior Manager at a manufacturing company with 5,001-10,000 employees
Real User
A user-friendly solution that you can access from anywhere but lacks support for project management
Pros and Cons
  • "The most valuable feature of this solution is that it is user-friendly."
  • "This solution lacks features for project management."

What is our primary use case?

We use this solution as a help desk. It's a place where the users upload tickets related to a new project, new ideas, new incidents, and things like that.

How has it helped my organization?

The solution has provided us with a tool for ticket management.

What is most valuable?

The most valuable feature of this solution is that it is user-friendly. It is web-based and can be accessed from everywhere.

What needs improvement?

This solution lacks features for project management. I would like to see more reports.

What do I think about the stability of the solution?

This is a stable and reliable solution.

How are customer service and technical support?

We have a contract with a local partner for technical support and they are fine.

How was the initial setup?

This solution was in place before I joined the company, so I don't know about the initial setup.

What about the implementation team?

Our local partner handled the implementation for us.

What other advice do I have?

I would rate this solution a seven out of ten.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
AshishAjmani - PeerSpot reviewer
Business Leader - RPA, AI, Blockchain at a tech services company with 51-200 employees
Real User
Is easy to use, stable, and scalable, and has good technical support
Pros and Cons
  • "I like the precise ticket management capabilities. JIRA Service Management is easy to use as well."
  • "I think the performance can be better."

What is our primary use case?

We use JIRA Service Management for internal product development. We use it as a ticketing tool, for issues and bugs, for user storage, etc.

What is most valuable?

I like the precise ticket management capabilities. JIRA Service Management is easy to use as well.

What needs improvement?

I think the performance can be better.

For how long have I used the solution?

We've been using it for six months. It is deployed on the cloud.

What do I think about the stability of the solution?

It's pretty stable.

What do I think about the scalability of the solution?

It's very scalable. We currently have four to five staff using this solution.

How are customer service and support?

My experience with JIRA's technical support has been fine. I'd give them a nine out of ten.

How would you rate customer service and support?

Positive

How was the initial setup?

The initial setup is straightforward.

What other advice do I have?

I advise you to go for it. JIRA Service Management is user-friendly and can help you achieve what you want to achieve. 

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
reviewer1397925 - PeerSpot reviewer
COO at a computer software company with 51-200 employees
Real User
Promotes collaboration between team members providing internal and external support
Pros and Cons
  • "One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it."
  • "They need to work on the speed of Jira."

What is our primary use case?

We are using Jira Service Desk for supporting both internal and external clients. 

What is most valuable?

One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it. 

For how long have I used the solution?

I began using Jira Service Desk when I joined the company about two and a half years ago, although the rest of the company has been using it for longer than that.

What do I think about the stability of the solution?

We have had a problem with stability in the past, although it has been resolved.

How are customer service and technical support?

I have contacted technical support about different features and I find that they don't address issues as fast as they should.

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

The pricing is very competitive and I think that it is okay.

What other advice do I have?

I would rate this solution an eight out of ten.

Which deployment model are you using for this solution?

On-premises
Disclosure: My company has a business relationship with this vendor other than being a customer: partner
PeerSpot user
Buyer's Guide
Download our free JIRA Service Management Report and get advice and tips from experienced pros sharing their opinions.
Updated: January 2025
Buyer's Guide
Download our free JIRA Service Management Report and get advice and tips from experienced pros sharing their opinions.