JIRA Service Desk Room for Improvement

Agile Couch at Fusoft
I think that JIRA Service Desk is a very good product and that it is full of features that work well to manage tasks. It has the flexibility to handle many different activities and it is very good at this. Especially in the latest version, it has some new features and capabilities that were added so that it is even better. The one thing I would like to see is better capabilities to integrate with products other than parts of the Atlassian system. For example, if there is a Microsoft product that is better for another team the integration may be difficult or impossible. Any one business process software can't do everything a system needs. For example, I have experience with JIRA and TFS (Team Foundation Server). TFS is a very good application and a good solution for software development teams. It's not the perfect solution for all parts of an organization and maybe does not fit an organization's needs well. In some cases, it may be better. It depends on the use. If you want a broad solution for your company, for task management, or issue tracking, TFS is not a good solution. For software development, TFS is very, very good and may be just what you need. After using the product and knowing the benefits of TFS, I thought that combining the systems would be the best solution: the combined system could help the company to decrease the time it took to process software issues. I think JIRA Service Desk does not have features that are as good for tracking fix times or bottlenecks in the process. You can use different plug-ins for JIRA Service Desk to add some functionality, but these plug-ins are very expensive. It would be nice if JIRA Service Desk added in some of these features for this type of support. 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. For most customers, I would not be able to propose this solution because it's very expensive. But it is also very important to some of the projects I consult with. Because of that, it eliminates JIRA Service Desk from consideration, because we can't integrate them into the system. View full review »
Stephen Kane
Technical Solutions Consultant at a tech services company with 51-200 employees
One of the best additions to this product would be a single centralized point in which to store all the documents that are involved in progressing with tasks. For instance, if you're working on a JIRA task and you attach a document to it, not everybody will share a centralized storage facility where all the documents are. The idea would be to make it so everybody can see (or view) the same current document. They would get specific privileges (e.g., view or edit). But if a document is shared now, as it is in potentially an older version, it may not be accurate. Better to share the current document so that everyone has the same information. Centralized document storage would allow all documents to be linked to any issue where it was pertinent rather than having to be attached to specific issues and limiting the viewers. View full review »
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 »
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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. For Service Desk, I think the product now is very good and complete. Only the management dashboard for customers is a feature we would like to see in a future release. Maybe it is available already and we just can't find it. View full review »
Founder and The Craftmaster at a tech services company with 1-10 employees
The product could be improved by integrating better with mobile numbers. For example, creating a WhatsApp platform would extend the solution and make it more useful. For now, when the issues are logged here, requests and responses go through the email server. The additional opportunities for connectivity would make it possible for quicker responses and more immediacy. With Micro Focus, one of the tools we used, we were able to build in a script that would send a response through WhatsApp instead of sending emails to the project group. JIRA would be better if that type of thing were possible, or even better if the solution was actually built into the product instead of having to use another service. I think if JIRA can get that one right, it will be more desirable in the marketplace in general. More interactive reporting would also be helpful. View full review »
Product Manager at Hashmove
Some of the areas that could be improved are with the customizations. For example, if I wanted to add a new user with the same name, or start a new bot, add a new caller, or even just want to add a new column, it is complicated. This area can be simplified. The foundation needs to be simplified. As an additional feature, I would like to see some permissions and definitions added or to allow us to add things such as a surname or additional rules in the work tools. Rules are needed for the configuration also, giving us access to writing the rules. JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow. The workflow could be more user-friendly. 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. If we are talking about IT service management, I think more features related to problem management need to be within the solution. If you want something for supplier management or complication management, you have to buy some add-ons from the market to help you with this. However, there needs more enhancements regarding that both on the solution and with available add-ons. Arabic support is very important. It should be included on the solution itself, not provided separately. The reporting features should include more how-to guidance. View full review »
Eman Masalmeh
Quality Engineering Lead at a software R&D company with 51-200 employees
One of the issues is that this solution keeps changing within a short period. 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. Some enhancements can be done on the GANTT chart. It is not as user-friendly, and not easy to get established in JIRA. I would like to see the documents open in the same browser, and not need to download it each time. It is not easy to be established, it requires a lot of work to keep it up. In the next release, I would like to see more work in preferences. It would be great. View full review »
Owner and Senior Consultant at a tech services company with 1-10 employees
I think the solution has a lack of capabilities from the user's perspective. I would, for example, be able to see all the phases instead of only being able to create a ticket. I want to be familiar with all the steps and be able to change things during these steps. I would like to see that improved. What's more, we wanted to be resellers for this program, but it was denied, unfortunately. The claim of the developers was that they didn't need other resellers or partners. I think they made a mistake because we work with a lot of customers. So I think that needs to be improved because we sell and we are business partners of IBM and Microsoft, for example. But with Atlassian, it's very, very hard. View full review »
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 »
Senior Manager at a retailer with 5,001-10,000 employees
This solution lacks features for project management. I would like to see more reports. View full review »
Find out what your peers are saying about Atlassian, ServiceNow, ManageEngine and others in IT Service Management (ITSM). Updated: January 2020.
397,983 professionals have used our research since 2012.