100 Ratings
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Score 8.1 out of 100
Top Rated
386 Ratings
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Score 8.1 out of 100

Likelihood to Recommend

Atlassian Jira Align (formerly AgileCraft)

The Atlassian Jira Align (formerly AgileCraft) tools help keep our scrum teams moving in the right direction. It gives Sr. Executives visibility into the progress of our digital transformation efforts. It provides information to our program manager to create the necessary artifacts to justify continued funding of our initiatives. It also supports the SAFe framework, along with some others. And the Atlassian Jira Align (formerly AgileCraft) tools provide integration to other tools that we use in our portfolio.
Gene Baker | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

It could work well as a service desk ticketing system. It is great at building out and managing a specific workflow. Using the workflow Jira can be used to manage any number of development type projects. This allows you to be strict on the steps being followed in development while turning over the management of that process to the developers. That allows for fewer hands-on project management and allows for more of an Agile approach where you focus on impediments and removing roadblocks. It's also a great tool for managers to be able to see everything that is going on without reading through hundreds of emails. Additionally, managers can quickly dive into issues and see the full history of what has gone on with a particular ticket.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Project Management

Atlassian Jira Align (formerly AgileCraft)
7.7
Jira Service Management (Jira Service Desk)
Task Management
Atlassian Jira Align (formerly AgileCraft)
8.9
Jira Service Management (Jira Service Desk)
Resource Management
Atlassian Jira Align (formerly AgileCraft)
7.4
Jira Service Management (Jira Service Desk)
Gantt Charts
Atlassian Jira Align (formerly AgileCraft)
6.7
Jira Service Management (Jira Service Desk)
Scheduling
Atlassian Jira Align (formerly AgileCraft)
8.3
Jira Service Management (Jira Service Desk)
Workflow Automation
Atlassian Jira Align (formerly AgileCraft)
8.7
Jira Service Management (Jira Service Desk)
Team Collaboration
Atlassian Jira Align (formerly AgileCraft)
8.4
Jira Service Management (Jira Service Desk)
Support for Agile Methodology
Atlassian Jira Align (formerly AgileCraft)
9.2
Jira Service Management (Jira Service Desk)
Support for Waterfall Methodology
Atlassian Jira Align (formerly AgileCraft)
8.5
Jira Service Management (Jira Service Desk)
Document Management
Atlassian Jira Align (formerly AgileCraft)
6.6
Jira Service Management (Jira Service Desk)
Email integration
Atlassian Jira Align (formerly AgileCraft)
7.1
Jira Service Management (Jira Service Desk)
Mobile Access
Atlassian Jira Align (formerly AgileCraft)
5.7
Jira Service Management (Jira Service Desk)
Timesheet Tracking
Atlassian Jira Align (formerly AgileCraft)
6.8
Jira Service Management (Jira Service Desk)
Change request and Case Management
Atlassian Jira Align (formerly AgileCraft)
8.0
Jira Service Management (Jira Service Desk)
Budget and Expense Management
Atlassian Jira Align (formerly AgileCraft)
8.1
Jira Service Management (Jira Service Desk)

Professional Services Automation

Atlassian Jira Align (formerly AgileCraft)
6.9
Jira Service Management (Jira Service Desk)
Quotes/estimates
Atlassian Jira Align (formerly AgileCraft)
6.9
Jira Service Management (Jira Service Desk)
Invoicing
Atlassian Jira Align (formerly AgileCraft)
6.5
Jira Service Management (Jira Service Desk)
Project & financial reporting
Atlassian Jira Align (formerly AgileCraft)
7.3
Jira Service Management (Jira Service Desk)
Integration with accounting software
Atlassian Jira Align (formerly AgileCraft)
7.1
Jira Service Management (Jira Service Desk)

Incident and problem management

Atlassian Jira Align (formerly AgileCraft)
Jira Service Management (Jira Service Desk)
8.9
Organize and prioritize service tickets
Atlassian Jira Align (formerly AgileCraft)
Jira Service Management (Jira Service Desk)
8.9
Expert directory
Atlassian Jira Align (formerly AgileCraft)
Jira Service Management (Jira Service Desk)
9.0
Service restoration
Atlassian Jira Align (formerly AgileCraft)
Jira Service Management (Jira Service Desk)
9.5
Self-service tools
Atlassian Jira Align (formerly AgileCraft)
Jira Service Management (Jira Service Desk)
8.3
Subscription-based notifications
Atlassian Jira Align (formerly AgileCraft)
Jira Service Management (Jira Service Desk)
10.0
ITSM collaboration and documentation
Atlassian Jira Align (formerly AgileCraft)
Jira Service Management (Jira Service Desk)
8.3
ITSM reports and dashboards
Atlassian Jira Align (formerly AgileCraft)
Jira Service Management (Jira Service Desk)
8.5

ITSM asset management

Atlassian Jira Align (formerly AgileCraft)
Jira Service Management (Jira Service Desk)
10.0
Configuration mangement
Atlassian Jira Align (formerly AgileCraft)
Jira Service Management (Jira Service Desk)
10.0
Asset management dashboard
Atlassian Jira Align (formerly AgileCraft)
Jira Service Management (Jira Service Desk)
10.0
Policy and contract enforcement
Atlassian Jira Align (formerly AgileCraft)
Jira Service Management (Jira Service Desk)
10.0

Change management

Atlassian Jira Align (formerly AgileCraft)
Jira Service Management (Jira Service Desk)
7.6
Change requests repository
Atlassian Jira Align (formerly AgileCraft)
Jira Service Management (Jira Service Desk)
8.0
Change calendar
Atlassian Jira Align (formerly AgileCraft)
Jira Service Management (Jira Service Desk)
6.5
Service-level management
Atlassian Jira Align (formerly AgileCraft)
Jira Service Management (Jira Service Desk)
8.2

Pros

Atlassian Jira Align (formerly AgileCraft)

  • Effective Sprint planning : Sprint planning can be done using Planning Poker in AgileCraft by clicking Team > Manage > Other > Estimation Games very effectively for distributed teams.
  • Team Capacity Allocation Report: After tasks are created at team or program level, the report from AgileCraft cab be pulled and can be verified that no team member is under or over allocated. A report can be generated by navigating to Team > Manage > Assign Tasks.
  • Effective Requirement trace-ability: To maintain requirements trace-ability follow the steps below:
  • Upload test cases against the story/requirement. once uploaded test cases will be visible under that story
  • Execute Test cases in AgileCraft and mark them as Pass/Fail based on the actual outcome
  • Based on test results, The acceptance criterion's can be marked as “Pass” or “Fail” & if marked failed corresponding defect can be logged & can be attached with the story
  • So against each story we can easily see whether all test cases been executed or not & which acceptance criterion's are failed & how many defects are in open or close state.
  • Daily Scrum: In AgileCraft, the option to run a daily stand-up is available from Team > Manage > Daily Standups. Selecting the sprint number opens the daily stand-up meeting window in which each team member's tasks are visible and hours can be burned against them. Conduct Scrum meetings in AgileCraft, and burn each associate hour against the tasks created during the meeting. The burn-down chart can be generated & viewed during the stand-up to check whether the team is on track.
Sourav Singla ,Safe Agilist, CSP,  ICP-ACC, CSM, CSPO, SSM, LSSG | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

  • Highly configurable Notification Scheme, allowing free customization on who receives notifications and when
  • Ability to add extra features through the highly diverse Atlassian Marketplace.
  • Simple and highly customizable ticket interface. The Software can be almost completely branded in every aspect to represent your organization.
  • Integration with Jira Software allows support tickets to be moved into other Log Term projects as necessary.
Gary Smolyak | TrustRadius Reviewer

Cons

Atlassian Jira Align (formerly AgileCraft)

  • The initial ticket creation screen lacks some important features, such as assigning "point values" (a measure of effort needed for the ticket).
  • The browser needs to be manually refreshed to see new tickets, which can make things confusing when several people in a meeting are simultaneously creating tickets.
  • The interface on some smaller portions of the software are sometimes difficult to understand.
Ryan McGarry | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

  • Some of the built-in functions and workflows are surprisingly limited given the fact that you can customize a lot with JQL. These limited areas do not allow you to use JQL. For instance, the built-in notifications are lacking. They have one that is great-- "notify on critical ticket creation"-- EXCEPT that it does not allow you to notify a group or anything, only individual users.
  • The ticket interface is a little odd for agents. Changing the status is not a simple drop down from unassigned to open to in progress to pending, etc. There are a couple of tabs ("investigate", "pending", "workflow") where you can change the status in different ways. Maybe I am just not used to this way of doing it, but I feel like it could be simplified.
  • It can get complicated deleting/changing some of the out-of-the-box fields and rules, because you never know what will break workflows or other automated/built-in features.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Atlassian Jira Align (formerly AgileCraft)

No score
No answers yet
No answers on this topic

Jira Service Management (Jira Service Desk)

Jira Service Management (Jira Service Desk) 10.0
Based on 2 answers
I give it this rating because one has to be a creator or a master of tool before he renews it.
Anonymous | TrustRadius Reviewer

Usability

Atlassian Jira Align (formerly AgileCraft)

No score
No answers yet
No answers on this topic

Jira Service Management (Jira Service Desk)

Jira Service Management (Jira Service Desk) 9.5
Based on 2 answers
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.
Mhatet Ramos | TrustRadius Reviewer

Support Rating

Atlassian Jira Align (formerly AgileCraft)

Atlassian Jira Align (formerly AgileCraft) 7.8
Based on 14 answers
Overall support from Jira team is good. It comes at an additional price but it is very efficient. There are no long wait times, you get a dedicated team to look into your issues. The support is available throughout the year and they keep a record of your issues. Overall we are very satisfied with the support they have provided us over the years, it has been very effective for the price that we pay.
Prathamesh Muzumdar | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

Jira Service Management (Jira Service Desk) 8.5
Based on 50 answers
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.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Atlassian Jira Align (formerly AgileCraft)

I would prefer to use Jira over ServiceNow or Rally. Not only am I most comfortable with Jira, but I think most teams are due to its historical use. Jira's workflow capabilities, although complex, really allow for a lot of customization that is sometimes needed for extremely technical products and product workflows. For our internal teams, Jira really allows for real-time communication and issue tracking, and again, although sometimes complex to build out, the dashboards that can be created to track projects, tasks, and issues you own or are watching, is definitely more advanced than any others that I have used outside of Jira.
Rebekah Ryan, PMP | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

Before JIRA, I used Basecamp to track all projects. We did not have a "ticketing system", but Basecamp served to track any open issues that we needed to be worked on. This was not very effective as Basecamp is not made for this purpose. Switching over to JIRA has been a much better experience. Tickets are not lost, there is accountability across the team.
Anonymous | TrustRadius Reviewer

Return on Investment

Atlassian Jira Align (formerly AgileCraft)

  • It has positively impacted our tech teams, allowing them to better organize the tasks and items they are working on and has greatly improved their ability to communicate & review these tasks with other teams.
  • I believe it negatively impacted other departments as lengthy training was required by many associates to attempt using the tool, only to find out it didn't meet our needs, therefore much time was wasted.
Anonymous | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

  • We would not be very organized as a software company without using JIRA and it would in turn reflect negatively across the entire studio and the products that we release.
  • Almost everyone in our company uses JIRA in one way or another from developers to testers to marketing and every team in between.
  • The only time I have witnessed that JIRA has a negative effect on our objectives is if they suffer a major failure on their part and JIRA is not accessable or usable for a length of time. Thankfully in over 3 years of using JIRA this has only occurred a handful of times.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Atlassian Jira Align (formerly AgileCraft)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Atlassian Jira Align (formerly AgileCraft) Editions & Modules

Edition
Starting Price$27,000.001
Maximum Price$3,987,600.001
  1. Per Year
Additional Pricing Details

Jira Service Management (Jira Service Desk)

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Jira Service Management (Jira Service Desk) Editions & Modules

Edition
Free$01
Standard$202
Premium$402
EnterpriseContact sales team
  1. per month
  2. per agent/per month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Atlassian Jira Align (formerly AgileCraft)
8.3
Jira Service Management (Jira Service Desk)
8.5

Likelihood to Renew

Atlassian Jira Align (formerly AgileCraft)
Jira Service Management (Jira Service Desk)
10.0

Usability

Atlassian Jira Align (formerly AgileCraft)
Jira Service Management (Jira Service Desk)
9.5

Support Rating

Atlassian Jira Align (formerly AgileCraft)
7.8
Jira Service Management (Jira Service Desk)
8.5

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