JIRA Review

We now have an excellent helpdesk ticketing system with follow-up and escalation.


What is our primary use case?

It possesses excellent customization and serves the basic requirements: multi-project, products, customers and multi-level of users.

How has it helped my organization?

  • We now have an excellent helpdesk ticketing system with follow-up and escalation.
  • We used to have add-ons for remote support but it's not working, and it does not have powerful CMDB to help in building our KB and self-service for our clients.

What is most valuable?

Ticket management: We have our custom-defined ticketing number for each customer/product which helps in identifying the issue from the ticket number.

What needs improvement?

  • It should be able to open a channel with a customer through chat or remote desktop.
  • It should be able to define my KB articles and link it with a self-service ticket.

For how long have I used the solution?

More than five years.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Add a Comment
Guest

Sign Up with Email