JIRA Service Desk Pros and Cons

JIRA Service Desk Pros

Yaser_Kazerooni
Agile Couch at Fusoft
This is the most complete and versatile enterprise task management product and issue tracker.
View full review »
Stephen Kane
Technical Solutions Consultant at a tech services company with 51-200 employees
JIRA helps integrate Kanban Board features and for this reason what it does it does well.
View full review »
IVerlaek
Director at a tech services company with 1-10 employees
The automations will really help the company by delegating work the way your company operates.
It makes the IT department more transparent and helps the employees.
JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening.
Transparency of the system helps both internal and external persons involved.
View full review »
Find out what your peers are saying about Atlassian, ServiceNow, ManageEngine and others in IT Service Management (ITSM). Updated: October 2019.
372,906 professionals have used our research since 2012.
MohammadRanjbar
IT Manager at Razi Insurance
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.
View full review »
MandlaMbonambi
Founder and The Craftmaster at a tech services company with 1-10 employees
This is a flexible tool for logging and tracking issues efficiently.
View full review »
BasharatAhmed
Product Manager at Hashmove
This solution has helped us a great deal in project management tracking and forecasting.
View full review »
Ahmed Shehata
IT Quality Section Head at a transportation company with 1,001-5,000 employees
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.
View full review »
Eman Masalmeh
Quality Engineering Lead at a software R&D company with 51-200 employees
I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances.
View full review »
SeniorOwnder67
Owner and Senior Consultant at a tech services company with 1-10 employees
What I really like about this solution, is how it manages the queues, the tickets and the routing.
View full review »
ChiefEO67
CEO at a tech vendor with 1-10 employees
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.
View full review »

JIRA Service Desk Cons

Yaser_Kazerooni
Agile Couch at Fusoft
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.
View full review »
Stephen Kane
Technical Solutions Consultant at a tech services company with 51-200 employees
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.
View full review »
IVerlaek
Director at a tech services company with 1-10 employees
In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems.
View full review »
Find out what your peers are saying about Atlassian, ServiceNow, ManageEngine and others in IT Service Management (ITSM). Updated: October 2019.
372,906 professionals have used our research since 2012.
MohammadRanjbar
IT Manager at Razi Insurance
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.
View full review »
MandlaMbonambi
Founder and The Craftmaster at a tech services company with 1-10 employees
It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)
View full review »
BasharatAhmed
Product Manager at Hashmove
JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow.
View full review »
Ahmed Shehata
IT Quality Section Head at a transportation company with 1,001-5,000 employees
The solution should be more formalized. It could be more user-friendly.
View full review »
Eman Masalmeh
Quality Engineering Lead at a software R&D company with 51-200 employees
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.
View full review »
SeniorOwnder67
Owner and Senior Consultant at a tech services company with 1-10 employees
I don't think the program is very scalable.
View full review »
ChiefEO67
CEO at a tech vendor with 1-10 employees
Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive.
View full review »
Find out what your peers are saying about Atlassian, ServiceNow, ManageEngine and others in IT Service Management (ITSM). Updated: October 2019.
372,906 professionals have used our research since 2012.
Sign Up with Email