JIRA Service Management Valuable Features

MA
Director of ERP Systems at Clesen Wholesale

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.

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Agile Couch at Fusoft

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.

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Lead Consultant at Enquero Inc

It's easy to set up the solution.

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Learn what your peers think about JIRA Service Management. Get advice and tips from experienced pros sharing their opinions. Updated: June 2021.
511,521 professionals have used our research since 2012.
Technical Solutions Consultant at a tech services company with 51-200 employees

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.

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Information Technology Service Desk Manager at MAF Retail

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

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IT Manager at Razi Insurance

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.

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Product Manager at Hashmove

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

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Corporate Performance Lead at a tech services company with 501-1,000 employees

The most valuable features are the management tools.

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IT Quality Section Head at Saudi Public Transport Company JSC

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. 

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PR
Project & Delivery Manager at a comms service provider with 10,001+ employees

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

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Consultant at Lupus

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.  

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Quality Engineering Lead at a computer software company with 51-200 employees

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.

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YN
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.

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LK
Vice President Digital Strategy & Executive Delivery at a tech services company with 51-200 employees

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.

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SB
Operations Executive at a tech services company with 11-50 employees

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. 

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VS
CEO at a tech vendor with 1-10 employees

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

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AC
Financial Sector Consulting Manager at a computer software company with 51-200 employees

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

You can increase users without any difficulty. 

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Learn what your peers think about JIRA Service Management. Get advice and tips from experienced pros sharing their opinions. Updated: June 2021.
511,521 professionals have used our research since 2012.