JIRA is a great ticket management system
Anonymous | TrustRadius Reviewer
June 20, 2018

JIRA is a great ticket management system

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with JIRA Service Desk

We use JIRA every day to manage the requests that come from all parts of the e-com department. There are many teams within the e-com department so we categorize the requests by component. Requests are stored and tracked in JIRA by sprint and team. Everyone can see the status of their request, comment and see when it is scheduled for deployment.
  • The tracking of tickets by the component is incredibly useful. I can quickly see all the tickets that relate to my team's work and see the status, priority, who it is assigned to, etc.
  • The filtering and reporting are very nice as well. You are able to quickly create a board of any combination of information you would like to see and reference it at any time.
  • The tagging feature works very well too. You can tag a developer or analyst with a question or comment and they will immediately see this and be able to respond. It keeps issues from getting lost.
  • I wish there was a better view of the current sprint. There are views available for this, but they do not seem to be very customizable.
  • It would be nice if when I run into something that I don't have access to, I could send a request to our system administrator from within JIRA. Sometimes it is hard to communicate exactly what I need access to and sending the request from a specific screen in JIRA could simplify this.
  • I wish that clicking a link in a ticket would open in a new tab. I do not want a link to a document or website to replace the ticket tab that I currently have open.
  • 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.
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.
When we do our sprint planning meetings, it is incredibly useful to see all tickets assigned to our team. We can very easily manage our backlog by priority or date created. You can get a very good overview of how the backlog is coming along based on these custom views we have created.

Jira Service Desk Feature Ratings

Organize and prioritize service tickets
9
Self-service tools
5
ITSM collaboration and documentation
9
ITSM reports and dashboards
6
Change requests repository
9
Service-level management
8