Anonymous UserIT System Administrator at a healthcare company
Imed InoubliInformation Technology Service Desk Manager at MAF Retail
We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
"It has helped the help desk team. We get our tickets in and are able to support our customers, the end-users, with this solution."
"The discovery feature is very flexible."
"This product solidly handles incident management, problem management, and change management."
"It is stable and its technical support is good and quick."
"The most valuable feature of this solution is that it is user-friendly."
"This is a flexible tool for logging and tracking issues efficiently."
"This solution has helped us a great deal in project management tracking and forecasting."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"This is the most complete and versatile enterprise task management product and issue tracker."
"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."
"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 workflow should be made to be more user-friendly. It should also have more granular scalability."
"The mobile version of this product does not support asset management."
"The pricing could be a little lower and the product should cover more iTel versions."
"It is pretty clunky and not very intuitive. Even though I have used it for many years, I don't think it is a very good ITSM platform in general. In the telecom space, a lot of telco providers use this solution, but from my perspective, it is not very user friendly. It is a bit more laborious. There are still too many human touchpoints. There can be a little bit more automation. It would also be good to integrate it with other tools. Integration is quite difficult, especially in the telco space."
"This solution lacks features for project management."
"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"
"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."
"I don't think the program is very scalable."
"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."
"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."
"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."
"Our costs are well over $250,000."
"This solution has good pricing."
"The licensing for FootPrints is a perpetual license with an annual support fee."
"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."
"Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free."
"It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain."
"The pricing is very competitive and I think that it is okay."
"We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet."
"The pricing is free for us because we are an associate partner for the product."
"Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it."
BMC FootPrints Service Core is ranked 18th in Help Desk Software with 4 reviews while JIRA Service Desk is ranked 2nd in Help Desk Software with 19 reviews. BMC FootPrints Service Core is rated 8.2, while JIRA Service Desk is rated 7.8. The top reviewer of BMC FootPrints Service Core writes "The primary value for us are the incident, problem, and change management features". On the other hand, the top reviewer of JIRA Service Desk writes "Customizable, stable, and integrates well". BMC FootPrints Service Core is most compared with ServiceNow, BMC Helix ITSM and BMC Remedyforce, whereas JIRA Service Desk is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Remedyforce, IBM Maximo and Zendesk Guide. See our BMC FootPrints Service Core vs. JIRA Service Desk report.
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