What is our primary use case?
We use it for client ticketing. We have managed services agreements with clients, and we use it when they have issues. It consolidates well with their IT ticket system. We are the first pass on the ticket issues. If it seems that a ticket belongs to them, we can easily pass it onto their system and their people. So, it is a ticket system for our clients.
We are using its cloud version, and it is hosted in Atlassian's cloud system.
How has it helped my organization?
It is not problem resolution by email. It consolidates everything in one place. We have unique cases that don't fit a particular engineer, and we're able to assign those on an ad hoc basis. It is a good process. For example, if it is a network issue, it goes to engineer A, and if it is an Azure issue, it goes to engineer B. So, we are able to quickly route it to whoever needs to resolve the situation without overview intervention. I like that feature.
What is most valuable?
I like seeing which tickets are open and what our response rate is. They have a lot of good metrics in their system to see what's going on.
I interface it with Slack, and that's a positive. We get our notifications in Slack, so everybody doesn't have to be an agent in their world for us to see everything, which is a positive.
What needs improvement?
I would like our clients' IT group to be able to have oversight without setting up agents. We're managing tickets, and I'd like their IT group to see everything we're doing without having to set them up as agents. There should be a better way of managing their users. I've got such requests, but Jira is expensive, and it is difficult to pay an agent fee for somebody else to view these tickets. Currently, the only way in which I can do that is by setting a user up as an agent, and it becomes cost-prohibitive. They need to do a better job on ticket viewers.
If they had a customizable dashboard, it would be great. There should be one with a public URL so that I could share it amongst other viewers. This is the beauty of Smartsheets. With Smartsheets, I'm able to have a customized dashboard. I can bring everything into Gantt charts for budgeting, performance, etc. There is one point of accessibility for our clients so that they can see the program in a snapshot and get whatever assets they need. I love that about Smartsheets, and I wish Confluence had something similar.
Buyer's Guide
Jira
March 2024
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For how long have I used the solution?
I have been using this solution for about two years.
What do I think about the stability of the solution?
Its reliability has never been a problem.
What do I think about the scalability of the solution?
It works for us. We're probably managing about 25 to 30 tickets at a time. It is not like we're pushing the system.
Across the board, we might have about 100 users. Its usage is currently moderate. I would love to focus on one tool, but I use Smartsheets a lot for project planning. I know Confluence and Jira provide reasonable project management, but they're short in some features. So, unfortunately, I have to pretty much go with two tools. Confluence and Jira together make one tool, and Smartsheets is one tool.
How are customer service and support?
I would rate them a five out of five. They are pretty good.
Which solution did I use previously and why did I switch?
We did Freshservice for a bit. We got a client on Freshservice, and it was good for the time. We didn't really utilize Freshservice at the time. We had set it up for a client, and while setting it up, we customized it. We did a lot of front-end GUI tasks to make it work with their world.
A client pushed us toward Confluence and Jira, and that's how we started with them. I knew about Jira, but I never really used it internally. We had a client with whom we got a managed service agreement, and they said, "Hey, we're using Jira," and that's how we got in.
How was the initial setup?
I did the setup, and it was easy. In terms of the setup, everything was intuitive with Jira. The setup is not intuitive with Confluence. It is not at all intuitive while setting up SSO.
It only took a few hours. It was really quick.
What about the implementation team?
It was set up in-house. We didn't use a consultant.
What's my experience with pricing, setup cost, and licensing?
I don't have the number, but I sure wish Jira was less expensive. Its price point should be a little lower, and it should be more flexible for users who are just ticket viewers.
What other advice do I have?
I would rate it a seven out of 10.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Other
Disclosure: I am a real user, and this review is based on my own experience and opinions.