Od 15 lat pomagamy firmom
w wyborze lepszego oprogramowania

Recenzje produktu: JIRA Service Management

4,5 (668)

Informacje o produkcie: JIRA Service Management

Jira Service Management to oprogramowanie ITSM, które umożliwia zespołom pracującym z dużą prędkością szybkie i sprawne świadczenie usług.

Dowiedz się więcej na temat produktu: JIRA Service Management

Zalety:

Offers a wide variety of customization options making it easy to tailor to multiple business needs. Dashboard shows you what cases you have open and the stages the cases are in.

Wady:

Custom domains, multiple email handing, enhanced portal customization, the basics... all missing.

Oceny produktu: JIRA Service Management

Średni wynik

Łatwość użytkowania
4,2
Obsługa klienta
4,3
Funkcje
4,5
Warte swojej ceny
4,3

Prawdopodobieństwo polecenia

8,4/10

JIRA Service Management ma ogólną ocenę 4,5 na 5 w oparciu o recenzje użytkowników na Capterra w liczbie: 668.

Czy używałeś już produktu: JIRA Service Management?

Dziel się swoimi doświadczeniami z innymi nabywcami oprogramowania.

Filtruj recenzje (668)

Dawit
Dawit
IT Administrator w kraju: Australia
Zweryfikowany użytkownik LinkedIn
Technologia i usługi informacyjne, Pracownicy: 2–10
Wykorzystano oprogramowanie w następującym celu: ponad 2 lata
Źródło recenzenta

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

5,0 w zeszłym roku

Komentarze: 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

Zalety:

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

Wady:

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

Muhammad Suffian
System engineer w kraju: Włochy
Bezpieczeństwo komputerów i sieci, Pracownicy: 11–50
Wykorzystano oprogramowanie w następującym celu: ponad 2 lata
Źródło recenzenta

Rozważane rozwiązania alternatywne:

Jira used by a system engineer

5,0 2 tygodnie temu Nowy

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

Zalety:

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

Wady:

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

Nick
Nick
Senior Product Manager w kraju: USA
Zweryfikowany użytkownik LinkedIn
Usługi finansowe, Pracownicy: 10 000+
Wykorzystano oprogramowanie w następującym celu: ponad 2 lata
Źródło recenzenta

Great for Smaller Businesses, not for the Large Enterprise

3,0 2 lata temu

Zalety:

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.

Wady:

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.

Mohammed
IT Specialist w kraju: USA
Nieruchomości, Pracownicy: 51–200
Wykorzystano oprogramowanie w następującym celu: ponad 2 lata
Źródło recenzenta

Jira Service Desk Management

4,0 3 miesiące temu

Komentarze: Overall I have been using Jira Service Mangement for 6 years and I love finding about new features and integrations.

Zalety:

I like the analytics and incident management part of the Jira service desk management and of course the ease of locating tickets and updating them.

Wady:

I feel like JQL is necessary for important searches which not everyone has experience with.

Lillian
Lillian
Human Resources Generalist w kraju: USA
Zweryfikowany użytkownik LinkedIn
Szpitale i opieka zdrowotna, Pracownicy: 10 000+
Wykorzystano oprogramowanie w następującym celu: ponad 1 rok
Źródło recenzenta

We track incoming work with Jira Service Management

4,0 10 miesięcy temu

Komentarze: I prefer Jira Service Management because it is very similar to Jira software; If you are familiar with Jira software, you will have no problem using this one. Concise but effective.

Zalety:

First of all, Jira allows us to manage customer support requests in an organized way. They can be tailored to individual squads and relatively easily monitored. All relevant details can be stored in one location in a Jira request. Jira is an easy-to-use tool and request tracker for teams, with features including customizable dashboards, access permissions, and time/effort monitoring.

Wady:

Inadequate translation of Jira Service Management into other languages is one of its biggest drawbacks, as it results in an unnatural hybrid between English and the selected language.

Anonimowy recenzent
Oprogramowanie komputerowe, Pracownicy: 1 001–5 000
Wykorzystano oprogramowanie w następującym celu: ponad 1 rok
Źródło recenzenta

One of the best choices for a customer service desk

5,0 3 tygodnie temu Nowy

Zalety:

Highly customisable service desk portal, from the fields to the UI. We can set up a new portal in minutes for every new project and easily tie the tickets to our internal Jira Software projects keeping internal and external discussions separate.

Wady:

SLA management should be made easier as well as the reporting options. Naturally the easy integration between the service desk and the software issue tracking system occurs if you are using Atlassian, good luck with other tools.

XUAN MAI
Product Manager w kraju: Niemcy
Usługi finansowe, Pracownicy: 11–50
Wykorzystano oprogramowanie w następującym celu: ponad 2 lata
Źródło recenzenta

Very satisfied overall, however there is still room for improvement

5,0 2 miesiące temu Nowy

Komentarze: Overall I'm pretty satisfied with JIRA service management, except for some missing functionalities as described above

Zalety:

The ticketing system is very easy to use and intuitive.

Wady:

While it is very easy to write the description for a ticket and edit it later, it is also highly error prone because anyone could just accidentally click on the description area and accidentally change something in there. However, there's no built-in tool to revert the accidental changes.

Mark Joseph
Customer Support w kraju: Singapur
Outsourcing/Offshoring, Pracownicy: 1 001–5 000
Wykorzystano oprogramowanie w następującym celu: ponad 1 rok
Źródło recenzenta

JIRA Service Management Review

5,0 2 miesiące temu Nowy

Komentarze: Overall, usage of this tool helps a lot for task managment.

Zalety:

What I like the most about Jira is the management of tasks. You can monitor real-time the tasks assigned to you and work on them.

Wady:

When you have lots of tasks it can be overwhelming to look but priority system can help manage and organize the tasks that was created.

Ruchir
Cloud Support Engineer w kraju: Australia
Technologia i usługi informacyjne, Pracownicy: 10 000+
Wykorzystano oprogramowanie w następującym celu: ponad 1 rok
Źródło recenzenta

Easy to use bug tracking system

5,0 2 miesiące temu Nowy

Zalety:

Its an effective tool for tracking and managing bugs. Tool is intuitive and easy to use for beginners.

Wady:

The search functionality can be improved. Searching for issues becomes challenging sometimes

Zweryfikowany recenzent
Zweryfikowany użytkownik LinkedIn
Projektowanie, Pracownicy: 11–50
Wykorzystano oprogramowanie w następującym celu: 1–5 miesięcy
Źródło recenzenta

good to manage task and project

4,0 2 tygodnie temu Nowy

Zalety:

It's convenient for managers to track and assign tasks to different persons.

Wady:

Just a new user to JIRA so it's not that familiar with all the functions and tips.

Nathan
Network Infrastructure Manager w kraju: Wlk. Bryt.
Sprzedaż detaliczna, Pracownicy: 51–200
Wykorzystano oprogramowanie w następującym celu: ponad 2 lata
Źródło recenzenta

Rozważane rozwiązania alternatywne:

Jira Service Management a Powerful Ticket System

5,0 w zeszłym roku

Komentarze: Overall when the software works it does the job, it's a bit of a nightmare to configure and the costings are not the cheapest but not as expensive as competitor products, i.e. zendesk, freshdesk etc.

Zalety:

Works very well as a ticket system, it's very customisable and uses JQL for custom queries if you're inclined towards detailed reporting. Third Party Addins available online in their marketplace and bountyful automation features.

Wady:

It's very difficult to setup requires alot of time and effort and the software is not userfriendly so if you're implenting for a team that isn't IT literate then perhaps include some extra training days.

Inayat
Sr Systems Engineer w kraju: USA
Rozrywka, Pracownicy: 1 001–5 000
Wykorzystano oprogramowanie w następującym celu: ponad 2 lata
Źródło recenzenta

Great value

5,0 11 miesięcy temu

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

Zalety:

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.

Wady:

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.

Craig
DevOps Engineer w kraju: Wlk. Bryt.
Farmaceutyka, Pracownicy: 501–1 000
Wykorzystano oprogramowanie w następującym celu: ponad 2 lata
Źródło recenzenta

Jira Service Management Make Life Easy, But At A Cost

5,0 2 lata temu

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

Zalety:

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.

Wady:

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.

Jack
Software Support Specialist w kraju: USA
Oprogramowanie komputerowe, Pracownicy: 51–200
Wykorzystano oprogramowanie w następującym celu: 6–12 miesięcy
Źródło recenzenta

JSD has a lot to offer, but requires a lot to learn

4,0 6 lat temu

Komentarze: JSD offers a lot for any company needing to maintain a service desk to manage the support requests it handles from its clients/customers. Because it is a Jira (Atalassian) product, it is most likely utilized along with other Jira tools, and plays quite well with those. Due to this integration aspect, thought, the layers of security necessitated within user settings requires a considerable amount of learning/training, which is not easily attained without paying for it from Atalassian. And, while I understand, respect (and even applaud) the market-oriented principle of this, it does seem a bit intentional that there are no reliable helps available outside of Atlassian (for example, any tutorials you will find on YouTube for assisting with certain user configs, settings, steps, etc. are applicable to much older versions of the software, and to a great extent, are not applicable to the current version). This would not be a negative aspect if Jira did a much better job at keeping their own internal (free) help docs, etc. up to date, so as to apply to the current version, as well. Instead, if one wants highly dependable "helps" it appears the best way to achieve that is to pay Atlassian for their training courses (at prices that are obviously calibrated toward larger companies/corporations. And blindly undertaking such would seem risky if judged by the extent to which their free user tools are kept up to date. This is not, to my knowledge, the common experience with most apps.

Zalety:

- Lots of tools in one place - Integrates well with other apps (especially other Atlassian products) - UI is clean and user friendly (customizable to a sensible extent) - Contains useful metrics that are easy to configure and gain reports from - Has multiple layers of user settings available for custom configuration to correlate to preferred levels of access among agents, customers, etc.

Wady:

- Email bounce in frequently fails (bugs?) - Depth of Jira admin user knowledge required for strong mastery of this app; time consuming to acquire a reliable user knowledge (which is necessary to utilize the app with the least bit of efficiency) - Help docs, support mechanism unreliable/outdated (needs to be fresh and current to be applicable to present version of app) - Confusing settings requirements for some user modifications needs (esp. where mapping/editing workflow schemes are concerned) - Completely inadequate amount of general helps/tutorials available outside of Atlassian (YouTube, Google search, etc. for example) which seems a bit suppressed by design. Atlassian offers extensive training, but at a premium cost. - Costly for the overall effectiveness it provides, after factoring these negatives along with the user time required to really learn the application.

Justin Alex
Technology Consultant w kraju: USA
Oprogramowanie komputerowe, Pracownicy: 201–500
Wykorzystano oprogramowanie w następującym celu: ponad 2 lata
Źródło recenzenta

Highly customizable and integrates well with the Atlassian ecosystem

4,0 7 lat temu

Komentarze: Customization, integrations, workflows, SLAs

Zalety:

Newbies to JIRA Service Desk can get a service desk project up and running in less than 30 minutes. If your organization is already using JIRA for issue tracking, then having a help desk with Service Desk is a no brainer. It allows you to integrate software teams and IT teams better within the same ecosystem. The benefit of JIRA Service Desk, when compared with other help desk tools, is the customizability of your workflow. You can set up a workflow to be simple (with Open > In Progress > Closed statuses) or complex (with other statuses like On Hold or Waiting for Customer). SLAs are highly configurable, with the power of JIRA's JQL functionality. So one can conjure up a query to fit their SLA needs. With the addition of custom fields, a Service Desk administrator can create fields to capture important information to streamline the help desk process. Having Confluence also provides more benefits in which you can integrate an existing knowledge base space to a help desk project and self-serve your customers. Finally, being in the Atlassian ecosystem enables you to add additional functionality and enhancements with the use of Apps. There are close to 1500 apps available for JIRA, and many are constantly updated by the app developers.

Wady:

Administering JIRA Service Desk (and JIRA in general) can be daunting for a new user. With a number of customizations that one can do in a JIRA application, there will come a time where there can be a performance impact on the environment if the application is not governed well. The Customer Portal (customer facing interface) is spartan in terms of customization. You can only customize so much, but it is limited in terms of branding it to suit your company's design specs.

Zweryfikowany recenzent
Zweryfikowany użytkownik LinkedIn
Usługi finansowe, Pracownicy: 51–200
Wykorzystano oprogramowanie w następującym celu: ponad 2 lata
Źródło recenzenta

Cumbersome and slow, but no challenger

4,0 w zeszłym roku

Komentarze: 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.

Zalety:

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, ...

Wady:

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.

Zweryfikowany recenzent
Zweryfikowany użytkownik LinkedIn
Oprogramowanie komputerowe, Pracownicy: 10 000+
Wykorzystano oprogramowanie w następującym celu: ponad 2 lata
Źródło recenzenta

Good Tool for driving ITSM processes

5,0 2 lata temu

Komentarze: Overall we are very pleased with Jira Service Management and have implemented incident management processes using it.

Zalety:

User friendly, easy to learn, integrates well with Atlassian eco system, roles based access control, licensed based on service agents

Wady:

Dashboard and reporting gadgets can be improved further to provide better trend reports for the incidents, marketplace plugins can become overwhelming.

Andrea
ICT Solutions w kraju: Włochy
Wypoczynek, podróże i turystyka, Pracownicy: 201–500
Wykorzystano oprogramowanie w następującym celu: ponad 1 rok
Źródło recenzenta

Best on premise

4,0 5 lat temu

Komentarze: We use on premise version. Software administration can be burdensome for a small staff, updates and monitoring can require quite a lot of time. Price raised two times since first purchase. Apart from this, the tool has enabled us to precisely structure the service desk, reducing by 70% the number of phone calls and emails to better filled forms on the customer portal and the use of a chat addon.

Zalety:

- High Control - Wide choices of features - Confluence Integration - Very rich suite of addons on premise version...

Wady:

- ...which requires extra costs - Some features are too basic and pretty much requires addons - Learning Curve for admin requires effort

Niall
Head of Information Systems w kraju: Irlandia
Technologia i usługi informacyjne, Pracownicy: 1 001–5 000
Wykorzystano oprogramowanie w następującym celu: ponad 2 lata
Źródło recenzenta

Rozważane rozwiązania alternatywne:

A good option for Service Desks but check your requirements carefully

4,0 2 lata temu

Komentarze: A stable, performant platform for customer support is critical and JIRA Service Management has delivered that.

Zalety:

Easy to set up and deploy, configuration is relatively easy, the platform is stable and performant. There is a good 3rd party marketplace for additional apps that can be installed. Security options like SSO are available. Customer Support is responsive and knowledgeable.

Wady:

Reporting on SLAs is poor, overall reporting is ok but could be better. Costs ramp up significantly as Atlassian Access is required if you want SSO, this is an addtional charge per user. The pricing is done on a per user tier level e.g. 101-200 users is a price so you have to pay for 200 user accounts even if you only have 101 actual users.

Eva
Customer Experience w kraju: Kenia
Telekomunikacja, Pracownicy: 51–200
Wykorzystano oprogramowanie w następującym celu: ponad 2 lata
Źródło recenzenta

About Jira - Project Planning

5,0 3 lata temu

Komentarze: The initial setup was quite a challenge but, here we are. It's an awesome system for tracking project issues, especially for new clients during onboarding.

Zalety:

It's a good platform to track issues that are being handled by each individual in a project. It also has the option for notification being sent out when an item has been resolved, closed, or has gone overdue. If it's configured correctly to have a backup, the team members involved can always learn from the past incidences reported. This will ensure that the team leader will be able to identify recurring items, timelines it took for resolution, and the team member assigned to resolve such items. This ensures that such items are priority issues that need in-depth understanding for them to be resolved permanently.

Wady:

As an organization, we have not been able to integrate Jira with osTicket, which our customer Experience team uses. This means we have two Systems, and at times this can be overwhelming to track issues on both Jira and osTicket.

Viveka
Associate w kraju: Indie
Technologia i usługi informacyjne, Pracownicy: 10 000+
Wykorzystano oprogramowanie w następującym celu: ponad 1 rok
Źródło recenzenta

JIRA Service Management

5,0 w zeszłym roku

Komentarze: Overall, Jira Service Management offers several advantages for business and organizations, including IT service management, customization, collaboration, reporting analytics, customer support and agile project management.

Zalety:

JIRA Service Management is fantastic tool as it provides IT service management capabilities, allows businesses to manage IT incidents, problems, and changes. It helps to improve the efficiency and effectiveness of IT operations, reducing downtime and improving service quality. It offers customer support features, to track and manage customer requests and issues which reduces the workload on customer support teams. The amazing feature is, it also includes Agile project management capabilities, which allows businesses to manage projects using agile methodologies, as it increases project visibility, collaboration, and delivery speed.

Wady:

Jira Service Management can be slow to load and can sometimes experience performance issues.

Erik
VP, Product Development and Engineering w kraju: USA
Oprogramowanie komputerowe, Pracownicy: 51–200
Wykorzystano oprogramowanie w następującym celu: 6–12 miesięcy
Źródło recenzenta

Dig Deep Before Buying

4,0 6 lat temu

Komentarze: It has solved some of our immediate business needs out-of-the-box or with moderate configuration effort. But as a full solution it is missing a handful of simple, but crucial, features. It definitely "feels" like a second version. It needs a third.

Zalety:

JSD is relatively intuitive and easy to learn without needing tons of documentation. Initial pricing is attractive. A decent plugin community fills some gaps, but be expected to pay on top of the initial JSD pricing.

Wady:

Many "obvious" features are either missing or do not work as expected. For example: in many cases, once an internal user is added to an issue, they no longer receive notification about internal comments. This is completely unintuitive, unexpected, and has caused many people frustration: https://jira.atlassian.com/browse/JSDSERVER-3410 Another example: Email traffic about an issue is *always* public. Do not allow your staff to reply to JSD's emails as customers will also get emailed a copy! https://jira.atlassian.com/browse/JSDCLOUD-3499 The worst part is, despite there being a few years' of discussion, and new comments added monthly by newly-affected JSD customers, Atlassian has no comments on the issues. In some cases a plugin (more $) can help, but in some cases even the plugin manufacturers can't help as JSD doesn't expose enough info in their plugin API.

Zweryfikowany recenzent
Zweryfikowany użytkownik LinkedIn
Oprogramowanie komputerowe, Pracownicy: 5 001–10 000
Wykorzystano oprogramowanie w następującym celu: ponad 2 lata
Źródło recenzenta

Keeps me organized and on task

5,0 w zeszłym roku

Komentarze: I use JIRA to track all the work that I do as an engineer on my team. It helps me track of anything I pick up, organize upcoming work according to epics and prioritize work as needed. We also share this informaiton with our stakeholders so they can keep track of what's happening with each project.

Zalety:

I like that JIRA can be as simple or as complicated as you want it to be. I like that I can customize my dashboard and menus to my own personal liking and needs. It also helps engineers to sync on ticket requirements pretty easily.

Wady:

JIRA can be complicated, but it doesn't have to be. I think there is a learning curve if you want to go beyond doing the basics, but I personally like to keep my workflow with JIRA pretty simple.

Zweryfikowany recenzent
Zweryfikowany użytkownik LinkedIn
Usługi finansowe, Pracownicy: 1 001–5 000
Wykorzystano oprogramowanie w następującym celu: ponad 2 lata
Źródło recenzenta

Rozważane rozwiązania alternatywne:

JIRA - Can't live without it

5,0 w zeszłym roku

Zalety:

Jira allows us to track individual issues across the organization accurately by assigning unique identifiers. It allows us to effectively manage our issues using groupings(epics), Releases, and sprints.

Wady:

Starting new projects on the SAAS is a bit tricky to get it to match older configs you are interested in as it is geared towards kickstarting new users.

Alexandra
Alexandra
Developer w kraju: Togo
Zweryfikowany użytkownik LinkedIn
Oprogramowanie komputerowe, Pracownicy: 2–10
Wykorzystano oprogramowanie w następującym celu: ponad 2 lata
Źródło recenzenta

Jira my best project management tool

5,0 w zeszłym roku

Komentarze: Jira is a wonderful project management tool that has allowed us to interact directly with clients and collaborators who can see the progress of the project for themselves.

Zalety:

JIRA gives us the possibility to integrate other tools like github. This feature has helped our team of developers to centralize all our processes in JIRA and in particular to create tickets (User stories) in JIRA that we can use as a branch with Github

Wady:

Jira can be perceived as complex, particularly for users who are new to the tool or have limited experience with project management software. The abundance of features and customization options can make it overwhelming for some users.