JIRA Service Desk Pros and Cons

This is the most complete and versatile enterprise task management product and issue tracker.

JIRA helps integrate Kanban Board features and for this reason what it does it does well.

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.

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.

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.

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.

What I really like about this solution, is how it manages the queues, the tickets and the routing.

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.

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.

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.

In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems.

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.

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.

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.

I don't think the program is very scalable.

Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive.