JIRA -- A Must Have Software Tool
November 20, 2017

JIRA -- A Must Have Software Tool

Susan Kerns | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with JIRA Service Desk

My department uses JIRA to manage website issues and web development projects. The entire organization can submit requests to my department via JIRA.
  • Allows users to fill out a form regarding their support request/issue that provides all the details a web developer needs to troubleshoot and resolve the request/issue.
  • Reporting is very good. JIRA provides standard canned reports and also provides the ability to customize reports. The most useful report for me summarizes all the projects and requests by developer where I can see all the details, especially resource load.
  • Provides project management functionality to prioritize and track deadlines easily.
  • I have not found a good way to track task dependencies.
  • Pricing is somewhat expensive.
  • I would like JIRA to tie in more easily with popular project management software.
  • Positive impact - organizes support tickets
  • Positive impact - Great automated dashboards that measure KPIs
  • Negative impact - does not do project management well.
JIRA is far more advanced than some of its competitors with its advanced agile functionality and customizable workflows.
JIRA does a great job tracking project tasks, request, and issues, especially for web development. It is less suited for full project management.

Jira Service Management Feature Ratings

Organize and prioritize service tickets
Self-service tools
ITSM collaboration and documentation
ITSM reports and dashboards
Change requests repository
Service-level management