The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I can see my test coverage and all that kind of stuff. The integration between these three is very useful. 

It is pretty customizable, and it integrates well. There are a lot of add-ins and a lot of connectors to third-party products. In my last company, we used Test Royal for managing all the tests, and it integrated perfectly with that. For any issue or bug, we could see what tests have been run and the complete history of the tests.

The interface is good and easy to use. We can track, monitor, and get all the details we need from the end-user's point of view for any service request.

There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge management.

The other part that I haven't used as much, but I do value, is the reporting and analytics part of it.

I like Scriprunner. Whatever is not possible, we can make it possible through Scriptrunner. We can customize the scripts, et cetera.

The initial setup is pretty easy.

I find all features of JIRA Service Management valuable. It's a helpful solution, and it's necessary for my company.

The automation feature in JIRA Service Management is also beneficial, and that's yet to be available in ServiceNow. ServiceNow doesn't have the flexibility to automate processes.

The most valuable feature they offer is not to build in cost for every user. It's free of cost for your clients. It's free of cost for your internal users. Only, you have to pay the license for people who are going to work on it. If I take the example of an HR Help Desk, if it's an organization of 10,000 people, then 9950 people can log tickets free of cost, and only 50 people need a license to resolve their ticket, if it's a team of 50 people in HR.

The solution is stable.

It scales well. 

JSM's best feature is the integration with other Jira products.

In Jira Service Management, the most beneficial features are process improvement, workflows, and escalations.

Jira gets the basics right in terms of the Product Backlog and a Scrum Board that Scrum Teams can use to manage Sprint Backlogs.

We use JIRA Service Management for tracking purposes, planning, and execution.

The most valuable feature of the solution is its SLA, which everybody wants when it comes to a service-based offering. The queues in JIRA Service Management play a vital role in allowing its users to define the issue types, further classify them into queues, and then carry on.

Transparency of the system helps both internal and external persons involved. Statistics allow us to deploy resources where needed. It shows problem zones and where more capacity is needed or more training. JIRA SD also makes employees better as it helps them to feel more important when it comes to customer satisfaction.

The platform is easy to use. We can manage it very easily. 

You can understand easily. It is not complicated.

The initial setup is easy.

It's a reliable product.

Different projects benefit from various features. With Jira Service Desk, the simplicity of setting up a quick form and getting the service desk running quickly is very helpful. 

On the Jira Software side, I find the idea management feature valuable. It allows us to maintain a backlog of ideas submitted by customers, employees, and product engineering teams. We can track where ideas originate, follow their development into the product, and engage with customers throughout the process, providing a powerful capability.

Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good.

The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms.

Jira Service Management has three features I found valuable. First, it has a workflow feature that you can configure for your specific requirements. For example, you can configure your workflows for service management, especially if you want to utilize it for a service desk. This is beneficial if your company provides services to customers where customers or users have questions, complaints, or troubleshooting requests. Through Jira Service Management, you can receive service requests and handle the requests within your organization or company as long as you configure and apply service management processes through the solution. This would still depend on your company's process. It's different from one company to another.

Another feature of Jira Service Management I like is that it lets you efficiently manage service requests with team members or employees. Team members can access and handle designated service requests, add answers, check the history, etc.

Jira Service Management also has a dashboard that helps you handle service requests well. Dashboards provide monitoring information, such as the number of service requests, which customers need information on, who's handling the service request, what's the status, and the priority levels of the requests. You can get service request statistics on the dashboard.

I also like that Jira Service Management has several feature sets you can configure. You can add columns and configure screens containing the information you want, such as customer name, environment, etc. The solution is flexible, which I also find valuable.

The SLA, speed, the comments from the agents' side, and the dashboard for agents are the most valuable features. 

Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy.

We have an Agile environment and using Jira makes it easy to adhere to Agile best practices. 

I can't specify which of the functions are my favourite, because I think everything about it is great. The only challenge is that it is difficult to navigate if you don't have any prior knowledge of the software. However, if you have knowledge, you can navigate around it and know what each tool within the software is used for. I preferred JIRA Service Management before we adopted Azure because I had already started getting familiar with it.

This product is great at providing end-to-end project management for creating dashboards, for test case management, bug defect management, and the like. The management aspect is a key valuable feature. 

The customer portal with connection with our knowledge base has been most valuable. The queues to classify requests and SLIs to measure the quality of the service response and resolution time have also been great. It offers flexibility to configure workflows.

I think one of the most valuable things is that it's all integrated. Between the Wiki and the product itself, whenever someone is typing in an error, it automatically pops up a solution.

One of the valuable features is that an automatic response or action can be taken on tickets. We can have certain responses for tickets that contain keywords or are logged and tagged with certain labels.

The other thing is that the solution is starting to get out of just Service Management, and it's providing a Service Management project for other parts of our business. You've got the IT part and you've also got the business support, so people can use it for services like purchase orders, applications for shipping, and other things that are used across the business. That's the other useful part, that you're able to adapt it for other things.

Service Management is great if you're an Atlassian shop already using JIRA for the development team and you want another tool for help desk ticketing. When it's all under the same umbrella, I can easily take a ticket from the help desk and move it to the development team. You can't beat that integration between two products. 

The reporting is a great feature. I also like being able to create customized forms which is extremely helpful.

I like that it's easy to set up Sprint and put tasks and stories into Sprint. It is really easy to lay out the work that needs to be done.

Customizations are most valuable. The customization of workflows is the main power of the Atlassian tools in general. 

Functionality-wise, it is a great tool, and I have no problems with it. In terms of ease of use, ease of setup, and support, you can't go wrong with Atlassian tools.

Jira's issue tracking for different projects for the development side is quite useful.

I think it's very easy to develop any process inside Jira Service Management, you can build any software with it. It's simple to use and user-friendly. It's based on a technical system, but you can move any process into JIRA Service Manager very easily. Its workflow design is very simple and that's why people prefer this product. I think it's currently the best solution on the market.

Compared to other solutions, Jira Service Management is really reasonable regarding price and speed. Technical support from the Atlassian agents is great.

Two features I like about Jira are its ticketing system and its compatibility with Confluence. Also, the Knowledge Base is one of the more valuable features that would really benefit us. 
These were the two main features that I'm looking forward to using at this current organization.

The service management aspect of the solution is excellent.

The solution has good cloning capabilities. Our team was happy with it.

The initial setup is easy and straightforward. 

Overall, it's the best option on the market, after looking at other products.

The best part of the application for me is the ability to manage the issues. Within the different layers, you can set priorities, define task management, assign tasks to the software team or to different groups or functions to help manage solutions in JIRA. I use different features in JIRA Service Desk for the software team. It is a broad solution that affects different layers of the organization.

Because the software team and development team can use the solution to manage and track projects more efficiently and work together as a team, they find and resolve problems better.

The system is relatively straightforward to configure. The ability to add custom fields is useful as is the ability to customise the individual queues for the service desk requests to sit in.

JIRA Service Management is a very user-friendly solution.

It is simple to use. It is clear for our customer, who usually don't know English very well. The simple user interface helps them use the software.

The most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system. Additionally, there are frequent updates that provide improvements.

The SLAs are great. With SLAs, we can try them out. If you are providing solutions or responding to customers, it's great. 

The flow of the reports is good. I don't see any features or anything that is lacking. Everything is good on the JIRA Service Management, in terms of what they have provided.

It's easy to set up.

The dashboards in Jira have been the most useful feature. 

The most valuable features are the flexibility of defining your own workflows and automation around the workflows, and the integration with the gate or any repository.

I find the Kanban chart where we put each story in to be the most valuable feature. We use the Kanban chart to revise the project every morning in our five-minute meeting.

Its integration is most valuable. It is pretty open for integration.

Some of the most valuable features are simplicity, ease of configuration, and ease of customization. Overall, it's very easy to work with.

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. 

The solution offers access to add-ons that are also very helpful. 

I like the precise ticket management capabilities. JIRA Service Management is easy to use as well.

It's easy to set up the solution.

The most valuable features of this solution are the JIRA Bots and the dashboard. I am satisfied with these features.

JIRA Service Management is much better than the normal JIRA software that we had. It is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements.

We went with this product because the customer portal allows users to register tickets themselves.

I think the general consensus is that Service Management is a good organizational and solid product.  

The Jira interface is very good.

The product offers very good configurations.

The dashboards are nicely laid out.

The solution has been problem-free for two years.

The initial setup is pretty straightforward.

The scalability is great.

I find the user interface and support for JIRA Service Management good.

This solution also improved our IT request requirements, compared to when we were using email, e.g. it's difficult to track requests via email. With JIRA Service Management, tracking requests is better, because users contact us through tickets, and we are also able to ask for feedback from the users more easily, e.g. if our service was good, or if they have any issues with the solution.

The most valuable features are the management tools.

The most valuable features of this solution are Incident and Request Management.

I believe that JIRA is one of the best project management tools. I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances. I can update the workflow on the project that I am working on.

Interoperability of all the modules;

A unified view of work

Dev and Ops that flow

The solution is easy, even if you want to dock on something, it's easy to add the documentation and it easily integrates with other tools. I think that's the best part of it.

The simplicity is good for our clients. The price is good. 

You can increase users without any difficulty. 

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

I think that one of the most valuable features is when I am typing in my question for a ticket JIRA does a search for the answer at the same time. If it finds my answer, then I do not have to raise the ticket because I already found the answer in the knowledge base. This is good in saving time for customer service workers.  

The implementation that we have is highly customized, so I can't talk to the capabilities of JIRA product independently because I'm not familiar with all of the different things that can be done with it. It's very useful in terms of the dashboard for the office, and the overview of all the different issues and props, what's on backlog, what's in progress, what's been resolved. That kind of thing, is very helpful.

I think it's easy to use and user-friendly. 

Our scrum team may be able to give more details, but the visibility features are great. It is user-friendly and fast, and we can relate the tasks.

One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it. 

The product is valuable for logging and tracking issues. We can use it on multiple platforms and make it accessible to other people in other streams.

The most valuable feature of this solution is that it is user-friendly. It is web-based and can be accessed from everywhere.

The basic configuration and the basic abilities provided are the most valuable aspects of the solution.

• Code available
• Emails for groups
• Usability 
• Bang for the buck (in small and mid-size organizations)