JIRA Service Management Reviews

One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers.

It helps us shape it for our project management workflow. We are a software development team, a software company. Internally, we also use Microsoft Team Foundation, or TFS, for our development team, while we use JIRA Service Desk for our contact points. We use JIRA for the CRM and Microsoft Team Foundation for internal use.

We designed a single page on JIRA and classified it into three parts. One part reports software bugs, another part to report requirements about software development, and the last part for other requirements or needs. The customer can follow the links that we share. The system also sets permissions for our customers. I think we shared the agent mode. JIRA has two modes, one for administration and one for customers. We shared the customer mode.

Usually, our customers need two permissions, depending on their hierarchy. One level is the manager and the other is for a regular customer. We share it with our customer at two levels. The manager sees all of the requests that are sent from the organization. The regular user-level allows one to view only their own request.

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.

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.

JIRA has very good stability. We haven't had any problems with it.

We use JIRA in parallel with TFS. We connect them with a JIRA provided API. We use this API to connect with other products. Sometimes we must program for it to download some plugins and add to JIRA, for example. We can connect JIRA with other products this way.

One of our technicians did the setup. I am the manager of a technical support team and I delegated this part of the project to one of my technicians. I think he ran a Windows server for the deployment. He installed JIRA on it and configured it. He searched how to install JIRA on a Microsoft Windows server and read the manual. I think we had no problem with the deployment process. He set it up, but I didn't hear about any problem with it.

Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free.

It's uncomfortable, but because we don't have any laws about copyright, we must do it. We also do this with other products, like Microsoft's for example. We usually get them free. We have no problem using the full feature set free.

I searched about the top CRM in the world and compared features. Eventually, we selected JIRA.

I would rate this as nine out of ten. If they add a dashboard for management customers, it would be a ten.

I'm primarily trying to use the solution as an IT Service Management solution.

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. 

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.

The solution is stable.

In terms of handling data, the solution is very scalable. Right now, we have about 50 users on the system.

Technical support is okay. They help us if we have something initialized. They're helpful and professional. 

We previously used FS from Nexus, a Mac-specific manager, and a CS manager, among others, for various types of service management. We were trying to replace the IT Service management solutions with Jira mainly as a non-technical box for a non-technical cost and push management.

The initial setup has a medium level of difficulty. Deployment took about ten days.

We did the implementation ourselves with the help of some tutorials, which really helped to build the system.

When we bought the solution, I recall there was one license option limited to 50 users. There is an enterprise version as well.

We are using the on-premises deployment model.

It's a good, stable solution. It can help open the IT Solution management backing if you're just looking to do some enhancements.

I would rate the solution seven out of ten.

The primary use case for this solution is project management.

The deployment model we used was cloud-based.

Depending on the project your deployment model would be using a hybrid cloud or a private cloud.

One of the things that I love about JIRA is that it connects the team together, and this is something that I will always need.

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.

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.

The solution is stable.

This solution is scalable. It's flexible.

We have not used the customer service/technical support. We use the technical team at our company.

The setup was a bit complex.

If it is on the cloud then it's easy to establish but if it's on-premises it is more complicated.

We had competitor options. It was between TSL and JIRA.

I wanted JIRA for the UI and its usability.

We are resellers for this solution.

I would recommend the JIRA Service desk, but there is always room for improvement.

I would rate this solution an eight out of ten.

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

Usability needs improvement. To configure it, you need to be well versed in JIRA administration. It's not very intuitive.

The stability of the solution is okay.

The potential to scale the solution depends on what the organization aims to do but it's good.

The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems.

The usual setup is fine but to configure anything that is out of the box, you really need to understand the abilities of the solution.

Deployment takes about two hours.

I would rate the solution eight out of ten. I'd rate it higher, but it is expensive and very hard to customize.

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

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. 

The solution is very stable.

I don't think the program is very scalable. It lacks scaling capabilities from the performance perspective and load balancing and some other infrastructure capabilities. This is a real disadvantage if you compare it to other tools.

The technical support was average.

My advice to others would be to use the solution as is, and not to try to perform some sophisticated solutions. If it fits to your needs, take it. If not, use another solution. I rate this solution a seven out of ten, and in the future, I would like to see better infrastructure, more scalability, better performance, load balancing and things like that. 

The primary use case of this solution is for storing project data on the cloud. 

The deployment model we are using is on the cloud.

This solution has helped us a great deal in project management tracking and forecasting.

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

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.

This solution is stable. There are constant updates every few days.

This solution is scalable.

We have large teams with multiple users that use this solution. For small to medium-sized organizations it's perfect, but for large organizations, they may require more from JIRA, possibly having a portal.

There have been some issues when upgrading JIRA. It was not responding. We contacted customer support and within two hours the issue was resolved.

It wasn't always this efficient because they were not aware or couldn't see that the systems were down, but they always reassured us that it could be resolved.

We previously used different solutions, and we could have used both, but we found that JIRA was a good solution. 

We found it to be user-friendly, and it had a better market share. Although there are some differences, the other solution is very robotic and JIRA is very intuitive, it is very usable.

While I didn't do the installation, I do believe that it would be easy and straightforward.

I did not install this solution, rather, it was my boss who completed the installation. 

I am responsible for the setup and management of this solution. 

I am handling the setup for the JIRA Bots, the frames, and all of the releases.

I started using JIRA in 2016 when I joined this company. It was a new software-house-startup company.

They asked me if I would like to use JIRA or any other tool. I chose to learn JIRA and not do any R&D. I was very comfortable and the team will be comfortable.

We are a hiring team, so we have the authority to impose on our people.

I didn't install this solution, but I use it and I configured it. 

What I learned is that JIRA is all about the team. If you know the tool, but you don't communicate with your team then it will not be of any benefit. On the other hand, if you want to benefit from using this solution, first you have to learn how to use the solution, and then you have to translate that to your team and teach them how to use it.

I would recommend JIRA to everyone, including my friends.

I am working on owning my own business and I plan to use JIRA for project management.

I would rate this solution an eight out of ten.

We primarily use this product to log issues that require investigation or solutions.

It allows tracking and communications to be sure issues are resolved. This helps us remain on task and keeps clients happy.

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 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.

We find that this is an excellent tool and it is very stable.

JIRA is an excellent tool. We still have room to improve how we use it. It can cater to multiple needs and purposes which enhances its demand. The fact that we can use it for multiple tasks alone makes it scalable. It's very good at what it does.

We have more than ten people currently using it. Most of them are testing consultants and developers. We also have project managers using it.

For deployment and maintenance, it may take only one to three guys. It depends on the complexity of what you are planning to do with it, so it will vary from case to case. There's no absolute answer to how many people will need to be involved.

Our deployment of the project is changing and growing on an on-going basis. It is used extensively and consistently and seems to be more useful as we explore what it can do.

I won't lie and say they are good because I am not the one who is in contact with support when something goes wrong. The development server had a problem that they solved, but the technical guys on the projects are the ones who would know about that. I haven't heard any complaints about support.

We previously used the defect module for Micro Focus ALM.

In most cases, we don't have to set it up from scratch. The stakeholders usually already have it installed. The amount of time it takes for deployment depends on the complexity of what a client needs.

We used an in-house guy for the implementation.

We have seen a return on investment in that it makes us more efficient and that in turn will make our clients happier.

I do not have a good idea of the costs as that is not my department, but it is a valuable solution for handling and tracking multiple projects.

We did not really evaluate other products when making the switch to JIRA. It seemed to be an intuitive choice.

On a scale of one to ten, I would rate this solution as an eight. It is a good solution and it helps to boost productivity.

We use this solution as a help desk. It's a place where the users upload tickets related to a new project, new ideas, new incidents, and things like that.

The solution has provided us with a tool for ticket management.

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

This solution lacks features for project management. I would like to see more reports.

This is a stable and reliable solution.

We have a contract with a local partner for technical support and they are fine.

This solution was in place before I joined the company, so I don't know about the initial setup.

Our local partner handled the implementation for us.

I would rate this solution a seven out of ten.