Most Helpful Review
Our customer service and productivity have increased in quality and quantity since using this product
We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
XFlow (Temperature) and Service Point together provided an extremely user-friendly and collaborative experience to the point of making it easy for all users of the product, whether end-users or analysts.
The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow.
It has all our configurations. All our infrastructure configurations are on a single pane of glass to view, allowing for one single point of information.
It helps when you have an incident or performing a problem change management process.
We can search open and closed cases to find what we have done in other incidents.
Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable.
The fact that it aligns very well with ITIL. I think that's probably one of my favorite things about it, because it's following up a general best practice for service management.
the ticket system makes sure that everyone gets taken care of, and that makes for a better customer experience. Using the system verifies that no one gets left behind.
Our customer service and productivity have increased in quality and quantity since using this product.
JIRA helps integrate Kanban Board features and for this reason what it does it does well.
One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers.
The customization is the most valuable aspect of the solution. I can customize full workflows. It's very flexible. We can use mail if we want to open requests as well.
I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances.
The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems.
This is the most complete and versatile enterprise task management product and issue tracker.
What I really like about this solution, is how it manages the queues, the tickets and the routing.
This solution has helped us a great deal in project management tracking and forecasting.
Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome.
The monitoring tool is in need of improvement.
The interface for the users is a bit old-fashioned and not user-friendly.
We would like the CMDB to be populated automatically. At the moment, everything is manually created.
We would like more information about all the configurations that we have on our infrastructure side.
Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement).
I would also like to see a simpler reporting tool. They went from one fairly robust, very complex, reporting tool - it was great - and then they went to another one that was also fairly complex and robust. That's a great tool for people who are report writers, but for the average person who just wants to get a quick little report, it's like handing somebody a chainsaw because they have to break some toothpicks in half.
The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help.
We have found the documentation a bit confusing at times. This area could use some improvement.
If JIRA were more of a substantial stand-alone product that covered more needs for project management, we wouldn't be using a suite of products.
An improvement they could add is a better management dashboard. We only use the dashboard for the administration mode. We have a dashboard that reports the state of bugs or requirements. However, customers can only view requests that they made. We are not able to share a dashboard with our manager level customers to show them all of the requests in a quick dashboard.
The solution should be more formalized. It could be more user-friendly.
During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again.
Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive.
Integration possibilities with other products that are not Atlassian would be helpful. Support should also provide separate installation guides for each product even though they are easy to install.
I don't think the program is very scalable.
JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow.
Pricing and Cost Advice
Information Not Available
Agiloft has by far the best entry point for both cost and learning curve.
After about six months, we started making a return on our investment at more than 300%.
Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free.
But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran.
Costs are about $50 per user per year. JIRA is sold in user tiers of 25, 50, 100, 250, 500, 2000, 10,000, and unlimited users. It is bad when you have 51 users then the price is based on that 100 user tier. Users at 100 will be the most cost effective.
JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent.
Do not forget to calculate add-on costs. These cost a percentage of the JIRA purchasing costs and are based on the number of JIRA users.
Buying a software solution is only a half part of the solution (or even less). You need to optimize usage of the software by hiring professionals who will help you to make the most of the software, especially in the beginning.
I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise.
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Also Known As
|Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight|
|CA (A Broadcom Company)||Agiloft||Atlassian|
Service desk capabilities, an integral part of the CA Service Management solution, can enable you to deliver efficiencies in IT service management to business consumers, power users and decision makers. Mobility and collaborative self-service capabilities provide a modern user experience for accessing services and performing tasks, which can help drive user adoption, satisfaction and productivity.
Learn More: https://www.ca.com/us/products...
|Top rated by analysts and users|
Awarded “Best Overall Value” three years in a row by Info-Tech Research Group
What we can do for you
Workflow automation guides Help Desk technicians or Support Staff through your preferred processes, tracks performance and proactively escalates issues before they become problems.
Dashboards, reports, and charts show turnaround times, staff productivity and overdue tickets at a glance. So you can plan and respond effectively.
Eliminate errors and duplication of effort by integrating information used by multiple processes in a centralized repository.
With a 24/7 self-service portal, users are able to report issues or request services online. A dynamic knowledge base with FAQ, and full text search, provides answers to common issues.
Provide real-time service for critical issues and convert chat transcripts into tickets with one click. LogMeIn Rescue or Bomgar integration enables fast and effective remote support.
Improve staff productivity with easily customized home pages that allow IT staff to work the way they like and see the information most important to them.
Available via historical snapshots that display the entire record as it existed at any point in time and configurable audit logs.
Through configurable ticket assignment and escalation rules that alert you to blockages and proactively escalate issues when necessary.
With multi-language functionality and follow-the-sun case assignment that can be customized for the working hours of different teams.
“Agiloft is one of the most caring and responsive vendors that I have ever worked with”
— Dave Ross, Cal Poly
Get more information | Try it now | Request a demo
What Makes Us Different
|JIRA Service Desk is service management software that connects IT to your business through fast, accountable resolution of customer requests. Built on Atlassians JIRA workflow engine, JIRA Service Desk offers a collaborative, agile platform and knowledge base thats low cost, easy to set up and scale, highly flexible, and features a powerfully-simple user experience. Redefine what IT means for your business with JIRA Service Desk.|
Learn more about CA Service Desk Manager
Learn more about Agiloft Service Desk Suite
Learn more about JIRA Service Desk
|Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini||EMC, ArcaTech Systems, Idera Pharmaceuticals, RBC, Affinity Service Group, Atrenta, DCG systems, ENKI, Hopkins County Board of Education, MVTS Technologies||mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada|
Financial Services Firm20%
Software R&D Company26%
Comms Service Provider10%
Financial Services Firm8%
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Software R&D Company25%
Comms Service Provider18%
Financial Services Firm10%