Using Jira for handling customer support and transformation to Agile methodologies.
March 27, 2025

Using Jira for handling customer support and transformation to Agile methodologies.

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Atlassian Jira

We use Atlassian Jira to provide customer support and manage projects. Jira allows us to track issues, prioritize tasks, and maintain clear communication, ensuring efficient delivery and customer satisfaction across various projects. We recently started using it to manage our transformation into Scrum methodology, so now we use it to build a backlog, work on sprints, plan, and do our retros.

Pros

  • Allow for customizable workflows.
  • Issue tracking and reporting.
  • Integration with other systems.

Cons

  • Support on configuration.
  • Eazy BI.
  • Reporting customization.
  • Jira helped us improve our project delivery.
  • Reduce bug average resolution time.
  • Minimized miscommunication.
Jira provides robust functionality, though with a steeper learning curve for new users. Its customizable workflows and extensive features allow advanced users and require a complex initial configuration. The interface is powerful but can feel cluttered initially. Once mastered, it proves highly efficient for complex project management.

Do you think Atlassian Jira delivers good value for the price?

Not sure

Are you happy with Atlassian Jira's feature set?

Yes

Did Atlassian Jira live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Atlassian Jira go as expected?

I wasn't involved with the implementation phase

Would you buy Atlassian Jira again?

Yes

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.

Atlassian Jira Feature Ratings

Project Management
7.7
Task Management
8
Resource Management
7
Gantt Charts
Not Rated
Scheduling
8
Workflow Automation
9
Team Collaboration
8
Support for Agile Methodology
8
Support for Waterfall Methodology
7
Document Management
7
Email integration
7
Mobile Access
Not Rated
Timesheet Tracking
8
Change request and Case Management
8
Budget and Expense Management
7
Professional Services Automation
Not Rated
Quotes/estimates
Not Rated
Invoicing
Not Rated
Project & financial reporting
Not Rated
Integration with accounting software
Not Rated

Comments

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