What is our primary use case?
We started using it in the eComm team for the website and all the digital projects. At the beginning was Jira for software development and the Confluence to move the communication away from our mailboxes. Now, we're also using it for marketing and campaign management. Confluence is now our single source of truth and, in general, we are using it in much more content-based projects.
How has it helped my organization?
In many ways: transparency, governance, new comers have a place where to find everything they need, email communications are kept to a miminum, project management is much easier. Also reporting to top management is improved, as there are a lot of nice features like roadmaps and dashboards that can be used for that.
What is most valuable?
The Kanban boards have been a very valuable feature because they can be either very simple for non-technical teams, but also highly detailed and data-driven for teams that are technical. We use them for both types of team.
Jira is also widely used, so whenever we start a collaboration with an agency/vendor we don't need to spend any time in deciding how are we going to communicate.
It is very flexible as well.
What needs improvement?
The next-generation software projects are very easy to use, but they lack a lot, and I found quite a few bugs. There are some really basic things that you still cannot do. For instance, setting a due date for a task that you create as mandatory is still not available. That's a bit of a blocker because people, especially those who are not technical, are not going to add anything if it's not mandatory. It's going to be difficult to teach them that they should do it anyway.
I'm trying to integrate these tools, and I'm trying to open them to different types of teams with different types of people. What I've found is that I read about a macro (App) or about a rule and think that it is what I need, but then find that things are not available for the cloud version. There are some features that are available only in the server version and not in the cloud version. I found a couple of add-ons that we were really interested in, and we couldn't use them because we're in the cloud version.
Sometimes when I tried to set up some macros/add-ons/apps, they didn't work well or were not flexible at all. For instance, you can add only one Excerpt macro to a specific page. And in the that area you cannot have a table, which means you cannot excerpt a table, only content. In general, if you follow the instructions they give you, it works, but when you try to adapt it to your actual needs, it often doesn't work anymore.
For how long have I used the solution?
I've been using Jira for five years.
What do I think about the scalability of the solution?
We started very small in just one team in the company, and then slowly we've started expanding it to other teams. Now, we are trying to roll it out to all the European digital teams.
How are customer service and technical support?
We have had some big issues with customer support. Lately we have renewed our contract, and it has taken us two months to do so. There is no way to have a phone call with anybody. The chat is not there anymore. So, the only option is email, and these kinds of things are very difficult to communicate through email.
Two of us were contacting two or three different people from their costumer service till we found the one who was willing to go the extra mile and actually listen to what our issues were.
What other advice do I have?
Try to be tidy from day one because it can get messy very easily. Jira is very flexible, and you can still move and migrate stuff around. However, the reality is that nobody is going to have the time later on to migrate and clean-up. I also recommend starting small because at the beginning it can be scary, especially for non-technical people. I'm thinking about the amount of notifications you'll get, for instance.
I would definitely start small and then slowly, while people are getting used to it, keep implementing it and adding features like roadmaps or dashboards. Try to have a plan or a scheme of how you want it to look before you actually start.
It's a great product and is widely used, so I would rate it at 8 on a scale from 1 to 10.
Which deployment model are you using for this solution?