JIRA Service Management

Effortless Collaboration and Task Management: A Closer Look at JIRA Service Management

Comments: My overall experience with JIRA Service Management has been exceptional. The platform has revolutionized our incident management process and significantly improved collaboration among team members

Pros:

One of the aspects I liked most about Jira Service Management was its exceptional incident resolution efficiency. The platform truly excels in streamlining the incident management process, enabling our team to respond swiftly and effectively to any issues that ariseWith Jira Service Management, we were able to create a centralized incident ticketing system that provided complete visibility into ongoing incidentsThe automation capabilities of Jira Service Management were a game-changer. We were able to set up predefined workflows and triggers, ensuring that incidents were routed to the appropriate teams and escalated as needed

Cons:

While Jira Service Management offers a plethora of robust features, one area that I felt could benefit from improvement was its reporting capabilities. Although the platform provides basic reporting functionalities, there are certain areas where additional enhancements would be valuable

The best tool for Helpdesk which works seamlessly with Jira

Comments: 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

Pros:

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

Cons:

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

Alternatives Considered: Zendesk Suite

Reasons for Switching to 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

Good but needs integrations to look better

Pros:

Managing projects in service management is easy & integrating various applications into it is seamless

Cons:

A bit confusing at first, roles seem jumbled at first glance & service management itself is a bit ugly when looking at it externally

Alternatives Considered: Zendesk Suite

Reasons for Switching to JIRA Service Management: JIRA was already integrated so it was the easier choice

could work better on the timeline setup

Pros:

Well integrated with agile framework, have sub task under projects

Cons:

The project timeline setup is not intuitive, especially when u need to set up multiple task in parallel

Jira used by a system engineer

Comments: Overall, JIRA Service Management is powerful and customizable, but has a complex setup, steep learning curve, and can be costly.

Pros:

Seamless JIRA integration, customizable workflows, advanced automation, user-friendly interface, robust reporting, scalable, SLA management, and extensive third-party integrations.

Cons:

Complex setup, expensive for small teams, slower with large data, steep learning curve, and overwhelming customization for non-tech users.

Alternatives Considered: Zoho Projects, MeisterTask, Zoho Desk, monday.com and Wrike

Switched From: ActiveCollab

Reasons for Switching to JIRA Service Management: Easy to use, cost effective and they gave discount plus many many more benefits