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JIRA Service Management Kullanıcı Yorumları ve İncelemeler

4,5 (649)

JIRA Service Management Hakkında

Bir ITSM yazılımı olan Jira Service Management, yüksek hızda çalışması gereken ekiplerin hızla ve birlikte harika hizmet deneyimleri sunmasına yardımcı olur.

JIRA Service Management hakkında daha fazla bilgi

Artılar:

Offers a wide variety of customization options making it easy to tailor to multiple business needs. Dashboard shows you what cases you have open and the stages the cases are in.

Eksileri:

Custom domains, multiple email handing, enhanced portal customization, the basics... all missing.

JIRA Service Management puanları

Ortalama puan

Kullanım Kolaylığı
4,2
Müşteri Hizmetleri
4,3
Özellikler
4,4
Paranızın Karşılığı
4,3

Tavsiye edilme olasılığı

8,4/10

JIRA Service Management, Capterra'daki 649 kullanıcı değerlendirmesi temelinde, 5 yıldız üzerinden toplam 4,5 puan almıştır.

Daha önce JIRA Service Management ürününü kullanmış mıydınız?

Deneyimlerinizi yazılım almak isteyen diğer insanlarla paylaşın.

Değerlendirmeleri filtrele (649)

Shayla
Shayla
ABD dahilindeki Human Resources Specialist
Doğrulanmış LinkedIn Kullanıcısı
İnternet, 1.001–5.000 Çalışan
Yazılımın kullanım amacı: 2+ yıl
Değerlendirici Kaynağı

Probably the top program for managing projects

5,0 geçen yıl

Yorumlar: Jira is a sophisticated and flexible project management solution with a wide range of applications. Jira's strengths lie in the depth of its task management features, the breadth of its integrations, and the depth of its reporting and analytics tools, all of which contribute to the program's capacity to help you better understand your projects and teams.

Artılar:

To accommodate the fact that various people have different ways of doing things, this user interface may be easily altered to fit individual needs. Jira makes it simple and quick to design and implement unique workflows and rules. One way to break down large projects into manageable chunks is to keep everyone in the loop on how things are shaping up.

Eksileri:

Jira's flexibility allows for personalization, but more in-depth modifications may call for specialized skillsets.Performance difficulties: Some users may have performance issues, especially when working with larger projects or those that include complicated procedures.

Tora
Tora
Japonya dahilindeki IT Service Desk Lead
Doğrulanmış LinkedIn Kullanıcısı
Mali Hizmetler, 10.000+ Çalışan
Yazılımın kullanım amacı: 1+ yıl
Değerlendirici Kaynağı

Expert service management system

4,0 10 ay önce

Yorumlar: I mainly use it for task management on small projects, but I plan to gradually expand the scope of use as I get used to the operation and screen environment. Since it can be used in a wide range, it is recommended that I use it for task management and workflow for small-scale projects with a small number of people to get a feel for its operation. Sharing issues with project members in other companies or remote locations is possible. You can discuss and work on a common visualized platform, such as managing work progress and solving problems.

Artılar:

It is a slightly different tool from the so-called general ITSM system (or service). Operation and maintenance (though not limited to) tend to be individualized. Still, JIRA caters to tasks and support on a "role" basis, so sharing knowledge using OJT is possible, depending on ingenuity.

Eksileri:

It may be a problem due to the multifunction, but I think the problem is that the screen is a bit hard to see. (The problem may be solved by changing the layout of frequently used functions, but I haven't used it much yet, so I think it will be a problem that will be solved as I use it).

Pierre-Marc
Kanada dahilindeki Technology analyst level
Telekomünikasyon, 10.000+ Çalışan
Yazılımın kullanım amacı: 1+ yıl
Değerlendirici Kaynağı

Jira made our work easier

5,0 geçen ay Yeni

Artılar:

It is easy to follow up on ongoing projects

Eksileri:

The only thing that could be better is that the job filter has to be reapplied every time you move in or out from a ticket but it's not that much of a big deal.

Doğrulanmış Yorumcu
Doğrulanmış LinkedIn Kullanıcısı
Bilgi Teknolojileri ve Hizmetleri, 51–200 Çalışan
Yazılımın kullanım amacı: 2+ yıl
Değerlendirici Kaynağı

On Prem Jira

2,0 geçen ay Yeni

Yorumlar: Gets the job done, but often frustrating

Artılar:

Tracking tickets is pretty good. Email updates are reliable and configurable

Eksileri:

Poor search functionality Most pages will not update when someone else changes something

Shreya
Shreya
Portekiz dahilindeki Product Manager
Doğrulanmış LinkedIn Kullanıcısı
Hastane ve Sağlık Hizmetleri, 11–50 Çalışan
Yazılımın kullanım amacı: 6-12 ay
Değerlendirici Kaynağı

Dikkate Alınan Alternatifler:

The best tool for Helpdesk which works seamlessly with Jira

5,0 4 ay önce

Yorumlar: My team enjoys this tool a lot and we surely feel this is the most suited tool for the workflow we have. Highly recommend for helpdesk in IT

Artılar:

Works so well with a support email ID to collect client helpdesk issues, and even link them to development (IT project) tickets

Eksileri:

Perhaps the dashboards can be easier and more insightful, for checking workload, number of issues managed per staff member etc

Lillian
Lillian
ABD dahilindeki Human Resources Generalist
Doğrulanmış LinkedIn Kullanıcısı
Hastane ve Sağlık Hizmetleri, 10.000+ Çalışan
Yazılımın kullanım amacı: 1+ yıl
Değerlendirici Kaynağı

We track incoming work with Jira Service Management

4,0 7 ay önce

Yorumlar: I prefer Jira Service Management because it is very similar to Jira software; If you are familiar with Jira software, you will have no problem using this one. Concise but effective.

Artılar:

First of all, Jira allows us to manage customer support requests in an organized way. They can be tailored to individual squads and relatively easily monitored. All relevant details can be stored in one location in a Jira request. Jira is an easy-to-use tool and request tracker for teams, with features including customizable dashboards, access permissions, and time/effort monitoring.

Eksileri:

Inadequate translation of Jira Service Management into other languages is one of its biggest drawbacks, as it results in an unnatural hybrid between English and the selected language.

Antonio
İtalya dahilindeki Software Engineer
Sigorta, 51–200 Çalışan
Yazılımın kullanım amacı: 2+ yıl
Değerlendirici Kaynağı

Ideal for issue tracking

5,0 6 gün önce Yeni

Artılar:

The high configurability and flexibility allow it to satisfy practically all use cases. The possibility of integrating it with an SCM saves time and allows you to rationalize commits.

Eksileri:

We would like the possibility of being able to develop configurations and apply them to various projects, as well as not being able to use all the features that are not needed.

Doğrulanmış Yorumcu
Doğrulanmış LinkedIn Kullanıcısı
Bilgisayar Yazılımı, 51–200 Çalışan
Yazılımın kullanım amacı: 2+ yıl
Değerlendirici Kaynağı

Jira is your ally for scrum management!

5,0 2 ay önce Yeni

Artılar:

The flexibility, all the things you can setup for a project to be tracked here, the board management, workflows, assignments, roles and that fits so great for Scrum teams.

Eksileri:

We are lacking to have a free test cases management in Jira.

Mohd Akmal
Malezya dahilindeki IT Support Technician
Mali Hizmetler, 501–1.000 Çalışan
Yazılımın kullanım amacı: 1+ yıl
Değerlendirici Kaynağı

Jira is the heartbeat of our company

5,0 2 ay önce Yeni

Yorumlar: Overall, Jira has made our lives more manageable in terms of tickets/issues/projects management.

Artılar:

Organises unlike any other management tools for all our needs. A very flexible tool and the ease of integrations with other apps via API is much appreciated.

Eksileri:

A little bit steep learning curve, but definitely doable after a bit of Jira training/course.

jomar
Kanada dahilindeki Quality assurance
Kumar ve Kumarhane, 10.000+ Çalışan
Yazılımın kullanım amacı: 1+ yıl
Değerlendirici Kaynağı

Best Software!!!

5,0 2 ay önce Yeni

Artılar:

User-friendly software, Navigate the software with ease.

Eksileri:

I could not thing I like least about JIRA Service Management.

Doğrulanmış Yorumcu
Doğrulanmış LinkedIn Kullanıcısı
E-öğrenme, 51–200 Çalışan
Yazılımın kullanım amacı: 2+ yıl
Değerlendirici Kaynağı

Well, everyone knows Jira — I just decided to reflect here

2,0 geçen yıl

Yorumlar: I hate Jira and think the only reason everyone uses it is that they're just used to suffer.Here's an article about it:[SENSITIVE CONTENT]

Artılar:

After latest update the visuals are quite pleasant.You can really construct complex filters if you know what you're looking for.Task IDs unfurl into links.Permissions are very granular (although complex and you won't understand how to use them).

Eksileri:

Expensive.No obvious features or you have to pay extra: time tracking, dark mode, CHECKBOXES.

Craig
BK dahilindeki DevOps Engineer
Eczacılık, 501–1.000 Çalışan
Yazılımın kullanım amacı: 2+ yıl
Değerlendirici Kaynağı

Jira Service Management Make Life Easy, But At A Cost

5,0 geçen yıl

Yorumlar: Jira has made everything easy and integrates with almost everything.

Artılar:

JSM really doe make things very easy to do from ticket management to full blow products with customisable screens and input. It's worth the money but can get expensive when the whole company decides they want it.

Eksileri:

Really only the price is the con here, it's expensive but worth it. They offer fixed subscriptions which save money but cap users or pay as you go which costs more, but users can be added and removed ad-hoc.

Jack
ABD dahilindeki Software Support Specialist
Bilgisayar Yazılımı, 51–200 Çalışan
Yazılımın kullanım amacı: 6-12 ay
Değerlendirici Kaynağı

JSD has a lot to offer, but requires a lot to learn

4,0 6 yıl önce

Yorumlar: JSD offers a lot for any company needing to maintain a service desk to manage the support requests it handles from its clients/customers. Because it is a Jira (Atalassian) product, it is most likely utilized along with other Jira tools, and plays quite well with those. Due to this integration aspect, thought, the layers of security necessitated within user settings requires a considerable amount of learning/training, which is not easily attained without paying for it from Atalassian. And, while I understand, respect (and even applaud) the market-oriented principle of this, it does seem a bit intentional that there are no reliable helps available outside of Atlassian (for example, any tutorials you will find on YouTube for assisting with certain user configs, settings, steps, etc. are applicable to much older versions of the software, and to a great extent, are not applicable to the current version). This would not be a negative aspect if Jira did a much better job at keeping their own internal (free) help docs, etc. up to date, so as to apply to the current version, as well. Instead, if one wants highly dependable "helps" it appears the best way to achieve that is to pay Atlassian for their training courses (at prices that are obviously calibrated toward larger companies/corporations. And blindly undertaking such would seem risky if judged by the extent to which their free user tools are kept up to date. This is not, to my knowledge, the common experience with most apps.

Artılar:

- Lots of tools in one place - Integrates well with other apps (especially other Atlassian products) - UI is clean and user friendly (customizable to a sensible extent) - Contains useful metrics that are easy to configure and gain reports from - Has multiple layers of user settings available for custom configuration to correlate to preferred levels of access among agents, customers, etc.

Eksileri:

- Email bounce in frequently fails (bugs?) - Depth of Jira admin user knowledge required for strong mastery of this app; time consuming to acquire a reliable user knowledge (which is necessary to utilize the app with the least bit of efficiency) - Help docs, support mechanism unreliable/outdated (needs to be fresh and current to be applicable to present version of app) - Confusing settings requirements for some user modifications needs (esp. where mapping/editing workflow schemes are concerned) - Completely inadequate amount of general helps/tutorials available outside of Atlassian (YouTube, Google search, etc. for example) which seems a bit suppressed by design. Atlassian offers extensive training, but at a premium cost. - Costly for the overall effectiveness it provides, after factoring these negatives along with the user time required to really learn the application.

Justin Alex
ABD dahilindeki Technology Consultant
Bilgisayar Yazılımı, 201–500 Çalışan
Yazılımın kullanım amacı: 2+ yıl
Değerlendirici Kaynağı

Highly customizable and integrates well with the Atlassian ecosystem

4,0 7 yıl önce

Yorumlar: Customization, integrations, workflows, SLAs

Artılar:

Newbies to JIRA Service Desk can get a service desk project up and running in less than 30 minutes. If your organization is already using JIRA for issue tracking, then having a help desk with Service Desk is a no brainer. It allows you to integrate software teams and IT teams better within the same ecosystem. The benefit of JIRA Service Desk, when compared with other help desk tools, is the customizability of your workflow. You can set up a workflow to be simple (with Open > In Progress > Closed statuses) or complex (with other statuses like On Hold or Waiting for Customer). SLAs are highly configurable, with the power of JIRA's JQL functionality. So one can conjure up a query to fit their SLA needs. With the addition of custom fields, a Service Desk administrator can create fields to capture important information to streamline the help desk process. Having Confluence also provides more benefits in which you can integrate an existing knowledge base space to a help desk project and self-serve your customers. Finally, being in the Atlassian ecosystem enables you to add additional functionality and enhancements with the use of Apps. There are close to 1500 apps available for JIRA, and many are constantly updated by the app developers.

Eksileri:

Administering JIRA Service Desk (and JIRA in general) can be daunting for a new user. With a number of customizations that one can do in a JIRA application, there will come a time where there can be a performance impact on the environment if the application is not governed well. The Customer Portal (customer facing interface) is spartan in terms of customization. You can only customize so much, but it is limited in terms of branding it to suit your company's design specs.

Doğrulanmış Yorumcu
Doğrulanmış LinkedIn Kullanıcısı
Mali Hizmetler, 51–200 Çalışan
Yazılımın kullanım amacı: 2+ yıl
Değerlendirici Kaynağı

Cumbersome and slow, but no challenger

4,0 10 ay önce

Yorumlar: We're using Jira to manage our tickets and it works well. There are solid alternatives and competitors in the field, so I'm not sure for how long we'll keep using jira.

Artılar:

The feature set of Jira is very wide, it is possible to achieve a lot. The ticket management system works, and it is possible to customize it a lot. Custom fields, custom status, sceens shown in transitions, automation rules based on triggers, ...Jira being extremely famous, it has the advantage of being easy to connect to virtually anything: sentry, aws, circle ci, slack, notion, figma, github, ...

Eksileri:

The UI is confusing, slow, and sometime very painful. For instance, for the longest time they did not support the markdown syntax in the text boxes. I consider myself very experienced with Jira and yet, I still get lost. Especially when it comes to managing boards or project or admin settings.

Lucas
Avusturya dahilindeki Senior Software Engineer
Bilgisayar ve Ağ Güvenliği, 2–10 Çalışan
Yazılımın kullanım amacı: 2+ yıl
Değerlendirici Kaynağı

A Powerful Software for Efficient Software Development Management

4,0 7 ay önce

Yorumlar: JIRA is a highly powerful software that excels in managing software development projects. With its robust features and functionalities, it offers a comprehensive solution for teams to track and organize their work. However, it can be overwhelming for users due to the extensive customization options available, which may lead to a learning curve and occasional complexity

Artılar:

- Powerful project tracking: it provides an extensive range of tools and features to effectively manage software development projects, including issue tracking, task assignment, and progress monitoring.- Customizability: The software allows for extensive customization, enabling teams to adapt it to their specific workflows and requirements.- Integration capabilities: it seamlessly integrates with various development tools and platforms, facilitating collaboration and enhancing productivity.- Reporting and analytics: it offers robust reporting and analytics features, providing valuable insights into team performance, project progress, and issue resolution.

Eksileri:

- Steep learning curve: Due to its vast customization options, JIRA can be initially overwhelming for new users, requiring time and effort to fully grasp its functionalities.- Complexity: The extensive features and configurations available in JIRA can sometimes make the software feel cumbersome, especially for smaller, less complex projects.

Mike
Mike
ABD dahilindeki IT Especialist
Doğrulanmış LinkedIn Kullanıcısı
Elektrik/Elektronik Üretimi, 501–1.000 Çalışan
Yazılımın kullanım amacı: 1+ yıl
Değerlendirici Kaynağı

Innovating IT Workflows

5,0 10 ay önce

Yorumlar: JIRA Service Management is an exceptional platform for IT project management and customer support. Its customization capabilities and the efficiency it offers in problem resolution and cross-team collaboration make it well worth the investment.

Artılar:

The platform offers a wealth of issue tracking features, reports and metrics that make it easy to monitor productivity and identify areas for improvement. In addition, the self-service portal and integrated knowledge base provide end users with useful resources to resolve issues on their own, reducing the support team's workload. Support for process automation is also impressive, enabling the implementation of automated rules and actions to streamline and optimize workflows.

Eksileri:

Despite its many advantages, JIRA Service Management can be complex and difficult for new users to learn. Initial setup and customization takes time and effort.

Andrea
İtalya dahilindeki ICT Solutions
Dinlence, Seyahat ve Turizm, 201–500 Çalışan
Yazılımın kullanım amacı: 1+ yıl
Değerlendirici Kaynağı

Best on premise

4,0 4 yıl önce

Yorumlar: We use on premise version. Software administration can be burdensome for a small staff, updates and monitoring can require quite a lot of time. Price raised two times since first purchase. Apart from this, the tool has enabled us to precisely structure the service desk, reducing by 70% the number of phone calls and emails to better filled forms on the customer portal and the use of a chat addon.

Artılar:

- High Control - Wide choices of features - Confluence Integration - Very rich suite of addons on premise version...

Eksileri:

- ...which requires extra costs - Some features are too basic and pretty much requires addons - Learning Curve for admin requires effort

Niall
İrlanda dahilindeki Head of Information Systems
Bilgi Teknolojileri ve Hizmetleri, 1.001–5.000 Çalışan
Yazılımın kullanım amacı: 2+ yıl
Değerlendirici Kaynağı

Dikkate Alınan Alternatifler:

A good option for Service Desks but check your requirements carefully

4,0 2 yıl önce

Yorumlar: A stable, performant platform for customer support is critical and JIRA Service Management has delivered that.

Artılar:

Easy to set up and deploy, configuration is relatively easy, the platform is stable and performant. There is a good 3rd party marketplace for additional apps that can be installed. Security options like SSO are available. Customer Support is responsive and knowledgeable.

Eksileri:

Reporting on SLAs is poor, overall reporting is ok but could be better. Costs ramp up significantly as Atlassian Access is required if you want SSO, this is an addtional charge per user. The pricing is done on a per user tier level e.g. 101-200 users is a price so you have to pay for 200 user accounts even if you only have 101 actual users.

Eva
Kenya dahilindeki Customer Experience
Telekomünikasyon, 51–200 Çalışan
Yazılımın kullanım amacı: 2+ yıl
Değerlendirici Kaynağı

About Jira - Project Planning

5,0 3 yıl önce

Yorumlar: The initial setup was quite a challenge but, here we are. It's an awesome system for tracking project issues, especially for new clients during onboarding.

Artılar:

It's a good platform to track issues that are being handled by each individual in a project. It also has the option for notification being sent out when an item has been resolved, closed, or has gone overdue. If it's configured correctly to have a backup, the team members involved can always learn from the past incidences reported. This will ensure that the team leader will be able to identify recurring items, timelines it took for resolution, and the team member assigned to resolve such items. This ensures that such items are priority issues that need in-depth understanding for them to be resolved permanently.

Eksileri:

As an organization, we have not been able to integrate Jira with osTicket, which our customer Experience team uses. This means we have two Systems, and at times this can be overwhelming to track issues on both Jira and osTicket.

Guibson
ABD dahilindeki Google Workspace Deployment Lead Engineer
Bilgi Teknolojileri ve Hizmetleri, 201–500 Çalışan
Yazılımın kullanım amacı: 2+ yıl
Değerlendirici Kaynağı

Great Project Management Tool that enables teams to cross collaborate and become efficient

5,0 7 ay önce

Yorumlar: It is very user friendly, once the adoption and the knowledge of what is trying to be achieved, Tasks become a huge help on a daily project lifecycle

Artılar:

The most important part of the Jira functionality is the availability to enable teams to create, update, comment, assign, and establish a clear channel, and expectations that are required to complete a project in an organized and efficient fashion, the feasibility of documenting and creating a project status report based on tasks, pre-defined or project tailored tasks.

Eksileri:

I believe that graphical interface dashboards would help to be robust, meaning, more detailed information, and the availability to generate clear reports is always useful for clients that don't want to access Jira, and just want an insight dashboard or the Project Lifecycle.

Doğrulanmış Yorumcu
Doğrulanmış LinkedIn Kullanıcısı
Pazar Araştırması, 51–200 Çalışan
Yazılımın kullanım amacı: 2+ yıl
Değerlendirici Kaynağı

Unlike others, doesn't need complex configuration

5,0 6 yıl önce

Yorumlar: With the help of Service Desk we get feedback from users about the bugs they find in the product. As the result, we fix them really fast. By adding fields that users need to add while submitting bug, we decrease time that is needed to reproduce bug or clarify the issue. Also, we can communicate with user directly if needed.
At the same time user can always get back and see status of ticket they submitted.
Also, it says a lot when you see Atlassian using its own product and using it really well.

Artılar:

When you use this application as an addition to JIRA, it is a great tandem. I adviced my company to use Service Desk when we were discussing how to receive bugs and ad-hoc requests. We are using this application fro several years and we do not think about changing it.

Eksileri:

The only bad point that I can mention about Service Desk is its price. A lot of clients I worked with complained about it. They manage really carefully the number of users that are Agents (users you actually pay for), and get really upset if they were not carefull enough and their bill was higher then they expected.

Mihai
Romanya dahilindeki Lead Atlassian Administrator
Bilgi Teknolojileri ve Hizmetleri, 501–1.000 Çalışan
Yazılımın kullanım amacı: 2+ yıl
Değerlendirici Kaynağı

Dikkate Alınan Alternatifler:

Jira Service Desk the best tool for support

4,0 4 yıl önce

Yorumlar: For me JSD was a challenge that thought me a lot. The product is awesome but there is still room for improvement.

Artılar:

What I did like the most about JSD is the fact that you have a customer portal, a way to track and view your tickets at any time. You can customize the product to at very last detail without too much trouble.

Eksileri:

The stability of the software can be a sensitive balance after you reach 500.000 issues created on your instance.

Doğrulanmış Yorumcu
Doğrulanmış LinkedIn Kullanıcısı
Bilgisayar Yazılımı, 501–1.000 Çalışan
Yazılımın kullanım amacı: 2+ yıl
Değerlendirici Kaynağı

Excellent project management tool

4,0 2 yıl önce

Yorumlar: I have been working with JIRA Service Management for 4 years now and I found out that every process connected to software development can be easily described and tracked using this tool. I have also used the ticketing system a lot and found it very intuitive and always found what I needed.

Artılar:

It's the best tool for project management I have worked with. It's best at tracking progress of user stories and tasks, but works well also as a ticketing system and time tracking application. It is easy to track multiple projects at once thank to a possibility to create dashboards and groups for each of them. It can also be integrated with confluence in order implement an integrated knowledge base.

Eksileri:

The text editor could be improved, as well as some features could be implemented to make the user stories and filtering management a bit more user-friendly and provide better user experience.

Alexandra
Alexandra
Togo dahilindeki Developer
Doğrulanmış LinkedIn Kullanıcısı
Bilgisayar Yazılımı, 2–10 Çalışan
Yazılımın kullanım amacı: 2+ yıl
Değerlendirici Kaynağı

Jira my best project management tool

5,0 10 ay önce

Yorumlar: Jira is a wonderful project management tool that has allowed us to interact directly with clients and collaborators who can see the progress of the project for themselves.

Artılar:

JIRA gives us the possibility to integrate other tools like github. This feature has helped our team of developers to centralize all our processes in JIRA and in particular to create tickets (User stories) in JIRA that we can use as a branch with Github

Eksileri:

Jira can be perceived as complex, particularly for users who are new to the tool or have limited experience with project management software. The abundance of features and customization options can make it overwhelming for some users.