Atlassian Jira vs. Fin by Intercom

Jira facilitates software development, bug tracking, and sprints. It's ideal for structured workflows, issue management, and customer communication. However, more straightforward tools might be more efficient for highly creative, unstructured tasks or tiny, agile teams with quick visual overviews. Jira's complexity can be overkill for basic task lists.

Incentivized

Fin by Intercom is great with supporting users through onboarding questions, explaining the basics of our product and how to use it. Even with guidance, Fin by Intercom sometimes keeps trying to troubleshoot technical issues after it goes beyond what we have in our knowledge base for solving common issues, which can be a frustrating experience.

Incentivized

• Integration of tools like Bitbucket, Github, etc., has made it easier to track the code changes, pull requests, and branches linked to the respective ticket.
• The detailed tracking system in JIRA has helped the teams prioritize and understand the project tasks and issues.
• JIRA's project tracking board helps you keep track of the project, its flow, and expectations in a structured format.

Incentivized

• Serves as the first point of interaction.
• Answers questions based on the knowledge base.
• Tries to suggest a solution for reported issues (in some cases).
• Gives the option to improve its answer.
• Learns from other conversations and replies by humans.
• Understands other languages.
• Interprets images (somewhat).

Incentivized

• The interface is not intuitive to learn for new users
• JQL is similarly challenging for newbies
• It's possible to accidentally move issues from one sprint to another without realizing your mistake
• Certain issue attributes aren't available in certain view (e.g. story points from the epic overview)

Incentivized

• Sometimes Fin can provide incorrect information when using previous conversations as a source; this is one of the few downsides, as teammates can sometimes make mistakes.
• We also sometimes see that Fin does not pass to a human as quickly as we would like, but this could also be a training improvement our business needs to implement.

Incentivized

This is because Jira Software generates a huge profit for an affordable price. Having a tool that makes team management transparent and effective is very valuable.

In addition, the renewal of Jira Software and all Atlassian tools is predictable and clear, as the prices are published on the Atlassian website and there is no pyramid of intermediaries.

Incentivized

We have been and will be continuing our journey with Intercom and nothing too concerning has happened that I have experienced or heard of that has us on the edge yet. If it ever happens it will be something along the lines of "Outgrowing" the use of need of the platform.

Incentivized

The interface is simple and easy to use if you have some experience with it. Configuration is also logical most of the time. However, less experienced users tend to find themselves lost in some tasks - usually complex project configuration- but sometimes simple things, such as seeing why a user can't move issues in a workflow. Jira configuration requires a good amount of experience - and even experienced users often resort to documentation. It's a tool that's easy to use if you know what you're doing and where to find the proper documentation, but novice users tend to find it challenging.

Incentivized

The Intercom plattform is amazingly well and this allows us to use FIN to its fullest potential. You have various ways of customizing your agent (from name, voice, guidance, escalation rules) and you have various built-in ways of understanding your performance and where you can improve (optimizer, topic explorer, etc.). And of course you can use FIN to ask questions about FIN! And FIN from Intercom is very well trained on itself, helping with most setup questions easily.

Incentivized

Did not face any issues and whenever they plan maintanance they update all of us very well in advance also so in that view we are good with the product stability.

Incentivized

always there

Incentivized

Performance is really good though it holds lot of data it loads quickly especially search operation also get the results very quickly as needed hence its good

Incentivized

works perfect

Incentivized

I have not had a chance to contact JIRA's customer support. It does offer extensive documentation, although it often feels too technical for me. There is also a JIRA training app that lets you take little lessons and quizzes on different areas (e.g., JIRA basics, agile). I did find it a helpful way to teach myself.

Incentivized

Intercom is the premier customer support/engagement model and it definitely has one of the top tier customer support teams as well. I don't think I have ever waited more than 5 minutes to get the information I need or get help with an issue. They are incredible and I aim to model our customer service department after them.

Incentivized

Had received training from our own internal user so it was good and also very easy to understand topics and many tasks in the UI are self explanatory and we can do by our own

Incentivized

One of their strong points i stheir documentation. Almost all of the basic set up needed within JIRA is available online through atlassian and its easy to find and very precise. The more critical issues need to be addressed as well and hence the rating of 8 instead of a 9.

Incentivized

Easy to know the learning path

Incentivized

Take your time implementing Jira. Make sure you understand how you want to handle your projects and workflows. Investing more time in the implementation can pay off in a long run. It basically took us 5 days to define and implement correctly, but that meant smooth sailing later on.

Incentivized

The implementation was surprisingly easy but we are having to adapt from our old process to work well with Intercom.

Incentivized

monday.com cannot be integrated with CI/CD tools, whereas Atlassian Jira integrates with CI/CD tools seamlessly. Atlassian Jira has strong Agile and Scrum support. Coming to monday.com, it has basic agile functionality. But Atlassian Jira has a complex UI, and monday.com has an intuitive, drag-and-drop interface. Overall, Atlassian Jira provides features like Agile project management, DevOps integration, and customizable workflows.

Incentivized

We used it a few years ago, and it was not as feature-rich for our needs. It lacked true AI capabilities, was hard for users to understand, and created workaround issues. The internal ticket system was difficult to use and led to many missed issues and calls.

Incentivized

Product is rellay good but pricing part I am not aware

Incentivized

Atlassian Jira is highly stable and good with its performance and its has all the required scalability features as business needs

Incentivized

• Atlassian Jira's robust workflow automation has boosted team efficiency, shortening delivery cycles and driving a positive ROI through improved project management.
• Its advanced reporting and integration capabilities have enabled data-driven decisions, aligning operations with key business objectives.
• However, the steep learning curve can delay adoption, potentially hindering short-term ROI.

Incentivized

• Greater customer satisfaction: Implementing Fin by Intercom AI and Intercom in general has definitely improved our CSATs from our customers. We are now consistently getting high 90s (in percentage) from our CSATs, both for Fin by Intercom and teammates. So yes, our customers are really happy with how Intercom is working.
• Reduced speed and responses: Since implementing Fin by Intercom AI and Intercom, our speed and resolution has increased massively. Resolution times have gone from days to hours with Fin by Intercom AI included. And now, with AI, customers are getting instant answers around the clock, rather than having to wait for a person.
• New role opportunities: Fin by Intercom AI have lead to many new roles created, including mine. Which has expanded overtime.

Incentivized