Avaliações do JIRA Service Management

prático e intuitivo

Comentários: excelente.utilizo várias vezes ao dia, para diversos projetos.delegação, encerramento e monitoramento super fácil

Vantagens:

Utilizo para monitorar meus projetos e delegar tarefas para os demais setores.gosto da facilidade de uso e da forma de organização das minhas rotinas.

Desvantagens:

não vejo contras, já estou habituada a ferramenta. já faz parte do meu dia a dia

avaliação Jira

Vantagens:

de fácil utilização e intuitivo as informações são claras

Desvantagens:

não tenho contras, é ok para o meu dia a dia

Avaliação Jira

Vantagens:

A patricidade de gestão de tasks. A eficácia do monitoramento das atividades da equipe e a organização dos itens.

Desvantagens:

O recurso de clonar uma task pode ser melhorado. Ao clonar uma task, precisamos atualizar a página e encontrar onde ela foi parar. Se ela já aparecesse na tela (sem precisar ficar buscando por ela) seria o ideal.

Boa ferramenta centralizadora porém com fluxo complexos demais

Comentários: é muito intuitiva e bem utilizada no mercado

Vantagens:

Ferramenta centralizadora muito prática para gerenciar entregas e tickets

Desvantagens:

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

Gerenciamento de tickets perfeito

Vantagens:

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

Desvantagens:

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

Atlassian Jira

Vantagens:

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

Desvantagens:

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

Jira S Management

Comentários: Essa ferramenta foi muito bem desenvolvida, muito prática e de fácil compreensão.

Vantagens:

Praticidade, facilidade de acesso e rapidez

Desvantagens:

Dos poucos meses que estou utilizando a ferramenta, não tenho nada para reclamar.

Sistema que facilita e otimiza a gestão do trabalho

Vantagens:

O software é extremamente fácil de se utilizar, ferramentas de gestão e resolução, utilizo muito também na abertura de chamados, vinculados ao sistema da CVC Corp empresa que utiliza em larga escala tal software.

Desvantagens:

O tempo de resposta em relação a uma demanda foi um pouco longo, contudo era algo complexo, mas foi solucionado, baita recursos, recomendo muito.

Funcionalidades Jira

Vantagens:

A facilidade em abrir chamados para outras áreas da empresa

Desvantagens:

Até o momento sem contras sobre o software

The best tool for Helpdesk which works seamlessly with Jira

Comentários: My team enjoys this tool a lot and we surely feel this is the most suited tool for the workflow we have. Highly recommend for helpdesk in IT

Vantagens:

Works so well with a support email ID to collect client helpdesk issues, and even link them to development (IT project) tickets

Desvantagens:

Perhaps the dashboards can be easier and more insightful, for checking workload, number of issues managed per staff member etc

Alternativas consideradas anteriormente: Zendesk Suite

Razões para mudar para o JIRA Service Management: Since we have a lot of helpdesk tickets that may translate into a product feature, or enhancement or bugs that can be forwarded to the IT development team, we wanted to use something that syncs with JIRA very well

Great value

Comentários: Great experience overall and integrates well with the Atlassian stack.

Vantagens:

Jira Service Management is a great value for ITSM. It provides a portal for an unlimited customer base, and agent access based on Jira core. It's also very affordable compared to other similar products.

Desvantagens:

The customer portal is great, but offers little out of box customization. To build an elaborate portal, you need to purchase some marketplace add-ons.

Alternativas consideradas anteriormente: ServiceNow

Razões para mudar para o JIRA Service Management: Much better affordability and user experience.

Great for Smaller Businesses, not for the Large Enterprise

Vantagens:

Service Management is very easy to get going "out of the box" for small organizations. We stood this up apart from our enterprise's main service management tool because we had special needs for our intake forms and this allowed us to do the customization needed without going through rigorous development through the enterprise level tool.

Desvantagens:

Form design for your main portal can sometimes be wonky, as navigating through the options takes a bit of getting used to and aren't the most intuitive at first. Workflows are also very simple and complex decision-making based on external data is not readily available.

Alternativas consideradas anteriormente: ServiceNow

Razões para mudar para o JIRA Service Management: Service Management ultimately was chosen because it integrated perfectly with our Jira instance and allows for seamless story/epic creation from internal customer requests, porting the information over was made very easy by this fact and the workflows you can create between the two are very useful.

JIRA is the best overall Bug & Issue Project Management tool

Vantagens:

- JIRA is very simple to setup & deploy for beginners & can also be used very effectively by advanced users- Has integrations with other tools- JIRA helps report, manage & track bugs, product features via tickets in 1 place- JIRA has history of tickets, work logs, etc that help document projects & promote overall accountability

Desvantagens:

- JIRA can be expensive for small companies & small teams- JIRA needs licenses for users just to view the JIRA board & tickets

Alternativas consideradas anteriormente: monday.com

Software anterior: Google Sheets

Razões para mudar para o JIRA Service Management: We chose JIRA as everyone were familiar with the tool & had prior experience with using it.

Great if you use Jira

Vantagens:

Jira Service desk is the help desk add on for Jira. It's great because it seamlessly integrates with Jira. If you're on Jira already it's a natural extension.

Desvantagens:

It's not really viable as a stand alone product but as part of the Jira ecosystem it's a nice add on. Quite steep learning curve.

Flexible customization to suit our needs

Comentários: JIRA Service Management has proven to be a solid solution for our needs. Its customization capabilities, incident tracking and efficient workflows have allowed us to improve productivity.

Vantagens:

I like its ability to track and manage incidents and requests. With its intuitive interface and flexible customization, I can create workflows specific to our work environment, allowing us to solve problems efficiently. In addition, its integration with development tools such as JIRA Software allows us to have a complete view of our projects.

Desvantagens:

Sometimes I find that the initial learning curve can be a bit steep, especially for less experienced users.

An amazing tool for project management

Vantagens:

I really like how much control you have over the phases and hierarchies that might grow inside a single project or task when it comes to team planning. That, in my opinion, is extremely beneficial and necessary for assignments that call for a high level of detail.

Desvantagens:

The fact that JIRA offers so many options and customizations made it a little difficult. It feels extremely slow because there are so many repeating, mainly identical empty fields that must be filled out repeatedly.

Efficient service desk solution

Vantagens:

JIRA Service Management is an effective service desk solution that has revolutionized our team's support process. With its powerful features, intuitive interface, and seamless integration with other Atlassian tools, it offers a comprehensive solution for managing customer requests and bugs.

Desvantagens:

i don't have any minuses to say about this product.

Review as user

Vantagens:

Efficiency in managing service requests and streamlining communication.

Desvantagens:

Complexity and a steeper learning curve for new users.

Simplifying my support task

Vantagens:

I love its user-friendly interface and its automation. It has very good ticket management. Making and observing reports is much easier when using it.

Desvantagens:

It was costly for us when we used it for the startup company.

Efficient service desk for companies small, medium or large

Comentários: Prior to using Jira Service Desk, were using a combination of Excel and SharePoint with workflows. We couldn't get great reports. It was hard to customize. Workflows broke without a reason because, you know, it's SharePoint. And the entire process of serving customers was dead slow. We brought in Jira Service Desk as a test bed. Within 2 hours, we were testing and customers were putting in tickets. While we used most of the default settings, the value we were generating was way beyond we ever had. Then, we set up SLAs and watch reports for a few days. We were able to see everything we wanted - who reported the issue, when, what was the priority, how many comment exchanges happened, how much time did we spend, did we meet SLAs, what was the solution, etc. Fast forward 2 years. We are now able to create strategies to service internal and external customers better based on the data from Jira. It has helped us go from making gut-feel decisioning to data-centric decisioning. Good data wins debates. Jira helped us with good data. We are also utilizing Jira's excellent searching, dashboarding and API functionality to feed data to other systems and drive changes beyond just customers.

Vantagens:

Jira Service Desk was very easy to get started with. You could literally sign up for it and begin using it within an hour. Ticketing system is very customizable and powerful. Customers can be added in bulk and customers can sign up for entering issues. We were able to create different projects (or service queues) so that customers could send requests for IT help, or administrative help, or help with projects. Each such project/queue had different fields. Metrics are all built into the software, so we can know how often Service Level Agreements were breached, who breached them etc. The sheer amount of customizability is a joy. However, without discipline and thoughtfulness, it is very easy to customize it the wrong way.

Desvantagens:

We feel that the price point could be lower and the speed could be a little faster. Atlassian has made improvements with speed. If a company had 5 people manning different queues and the issue volume is low, the cost would be ~1500/year for those 5 users. So, it would may not be cost effective for a small company that is watching their costs closely. We also felt that a Wiki is not built in. So, if a common solution needs to documented that spans multiple tickets, there's no way to do so. We could buy Confluence from Atlassian for an additional cost.

Alternativas consideradas anteriormente: Pivotal Tracker, Trello, Basecamp e Asana

Razões para escolher o JIRA Service Management: Our previous solution was built on SharePoint. It was slow. Very slow. We had workflows that drove communication after an issue was entered. Workflows would break often with hard-to-understand errors and debugging them was difficult. We had to build all the reports surrounding data we collected from SharePoint. Most reporting surrounding SharePoint were manual. We spent more time debugging issues with SharePoint than the time we spent on the most demanding customer. Something had to change. We tested Jira Service Desk one day and within hours our customers were using it. There was a day and night difference between the two systems and customers were happy. Built in reports were excellent.

Software anterior: Microsoft SharePoint

Razões para mudar para o JIRA Service Management: Asana has been working on improving the speed of their software. Their slowness has been well documented on various sites. Even their own team acknowledged and worked hard. We were not just read to jump into Asana due to the slowness. Trello was great - fast and easy to use. Reporting was missing. Pivotal Tracker felt like it was well suited for dev work and was comparable more to Jira Software. Basecamp felt like it was well suited for project work. Jira Service Desk fit the bill for IT help desk, admin help desk etc.

Powerful and Capable, but easy to over complicate things

Comentários: Initial setup can be complex but it can also be super powerful if you are able to configure it properly. It's visual scripting and workflow tool is really capable and easy to learn

Vantagens:

Its flexibility. It's a simple statement, I agree, and you're probably reading this wondering why I'm being so vague. But JIRA software is a bit hard to summarize simply because it's just so flexible. There's no "correct" way to use it. It's rest API is pretty powerful too and very easy to extend Jira to "integrate" with 3rd party applications that doesn't have an official Jira integration.

Desvantagens:

Creating workflows can easily become very confusing and you can easily break how your projects in Jira work if you aren't careful. With every Jira production license you also get a free dev license so that you can set up an isolated dev/staging environment. This is invaluable and highly recommended. The downside is that there is no easy way to migrate any of your changes from dev to production. But there are 3rd party plugins for that.

Jira Service Management Make Life Easy, But At A Cost

Comentários: Jira has made everything easy and integrates with almost everything.

Vantagens:

JSM really doe make things very easy to do from ticket management to full blow products with customisable screens and input. It's worth the money but can get expensive when the whole company decides they want it.

Desvantagens:

Really only the price is the con here, it's expensive but worth it. They offer fixed subscriptions which save money but cap users or pay as you go which costs more, but users can be added and removed ad-hoc.

Easy to try, full of tools and solutions

Comentários: So far, with their free trials and tiers, it has be remarkably easy to get a proof of concept project built and to start migrating into the cloud.

Vantagens:

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

Desvantagens:

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

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

Vantagens:

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

Desvantagens:

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

Cumbersome and slow, but no challenger

Comentários: We're using Jira to manage our tickets and it works well. There are solid alternatives and competitors in the field, so I'm not sure for how long we'll keep using jira.

Vantagens:

The feature set of Jira is very wide, it is possible to achieve a lot. The ticket management system works, and it is possible to customize it a lot. Custom fields, custom status, sceens shown in transitions, automation rules based on triggers, ...Jira being extremely famous, it has the advantage of being easy to connect to virtually anything: sentry, aws, circle ci, slack, notion, figma, github, ...

Desvantagens:

The UI is confusing, slow, and sometime very painful. For instance, for the longest time they did not support the markdown syntax in the text boxes. I consider myself very experienced with Jira and yet, I still get lost. Especially when it comes to managing boards or project or admin settings.