Likelihood to Recommend For companies that are already using other
Atlassian systems, then
Atlassian Crowd will fit in very well. This is especially the case if the company is not yet big enough to use LDAP for user management,
Atlassian Crowd can act as a temporary solution until the company outgrows it, as it is much easier and simpler than LDAP.
Read full review Great to manage your issues in a clear and centralised way. If your development teams work with
Jira , it will all naturally come together. Great way to manage the issues from end to end. - Very flexible if you have people who understands the set up and is able to configure it for your needs - Maybe not the best if you want something with very easy set up
Read full review Pros It is very easy for users to create tickets Standing up atlassian crowd is a breeze Not having to manage any hardware infrastructure is great Read full review Manageable workflow to ensure all users follow the same process. Can ban boards for easy visual of ticket status. Very flexible tool that can adapt to lots of different uses outside of the traditional service desk model. Added communication tools help you get out of e-mail jail. Read full review Cons Some systems that are not crucial turned into more work than what was originally deemed necessary to successfully deploy Crowd. Linux support was there as it was built mostly to support Windows based systems Documentation was supported but most issues we had required us to contact Atlassian support. Read full review Ability to control the number of email notifications received (Note: this is a new feature in the Latest release but I personally haven not extensively looked at it and how well it solves the existing problem). No way to reply to multiple tickets at once, say you got 4 tickets in for the same issue, there is no way you can reply to them in one stroke. Other Ticketing systems do have this ability. Using a large number of add-ons to customize and add additional features adds up quickly and can become rather expensive. Request forms are very basic and there is no native dynamic field ability available. Read full review Usability I gave JIRA a score of 9 since I am happy with the service it offers. I can easily see the SLA since it gives me visibility. I can pull up the reports I need. I can reach out to our clients using the PR ticket so it is hassle-free for me.
Read full review Support Rating Overall, support is good, you get quick responses from
Atlassian 's official support system, and documentation is decent enough for you to find what you need.
Read full review I have not used the technical support from Atlassian. In terms of online help and resources, they are a bit limited thus making it more of a challenge to troubleshoot issues and learn more functionality. There aren't a lot of resources available on the Atlassian site besides developer documents. It would be nice to have a blog or forum where users can get the help they need.
Read full review Alternatives Considered These products allow you to install them on your own infrastructure, so you can manage all aspects of them which can prevent you from getting throttled from API calls. When you hit a certain threshold of scale you may need to switch off of
Atlassian Cloud to your own hardware. When you are a small startup, however, this product is probably a good starting point.
Read full review When I evaluated
Spiceworks , it was not going to be replacing any ticketing systems. However, I did evaluate it and was not extremely impressed by the short demo I did.
JIRA was selected because a branch of our company was already using it, so it made sense to consolidate into one service desk solution, and
JIRA was the better option since it was less expensive and geared towards being a ticketing system.
Read full review Return on Investment New systems are tough when it comes to an ROI, as a dollar amount for saving time on a sign-in can be tough to track. Like most new systems that makes things slightly easier to execute as an end user or manage or support, it really might come down to the existing structure of how a company manages its users. The positives are always with the end user, which I have to say, Crowd was able to accomplish. Read full review JIRA has been incredibly useful. Our work is more organized and easier to view by the team members as well as upper-level people. Our work is correctly assigned and when there are issues, they can be immediately addressed within the tool. Users can attach screenshots or files of issues that help clarify the ticket. Developers can attach relevant data as well. Read full review ScreenShots Jira Service Management Screenshots