JIRA, the best service ticket and agile system for your development and IT
Ammar Aldaffaie | TrustRadius Reviewer
August 07, 2018

JIRA, the best service ticket and agile system for your development and IT

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with JIRA Service Desk

We use JIRA service desk for issues reporting, IT ticket, software and permission changes request, etc...So for example, when a user needs something, they will open a ticket with their request and depending on the request type, we send the ticket to the queue so the team can work it. We also use it for our backlog grooming, for our agile work, and for development team stories build and tracking.
  • I love the fact that it is web-based so all you need is a browser
  • It is extremely flexible and customizable to fit anyone's needs
  • Very fast, and you can build reports and filter in seconds
  • The way you give user permission can be improved, maybe that needs to be broken down a little more
  • I love the filters, but I think the way they display can be improved
  • It is really hard to find issues, JIRA is amazing, but maybe the notification can be done little better. There is really nothing wrong with it but I still think there is a small room for improvement there
  • Using JIRA been great, it reduces all the back and forth with emails
  • Using JIRA makes it so easy to track issues and find a resolution fast
  • Using JIRA makes everyone who needs to know aware of the last update, no emails back and forth and no lost tracking of your issues
I think JIRA is best suited for IT tickets and service requests. Comparison is hard, but I use JIRA on a daily basis and I cannot think of a better alternative for the task we are using it for.
It is amazing for your development team if they use agile for their sprint and stories.
It is great for service tickets for your IT or any team that works tickets
It is not for sharing information or knowledge articles. It might work, but I do not recommend it

Jira Service Desk Feature Ratings

Organize and prioritize service tickets
10
Self-service tools
10
ITSM reports and dashboards
9
Change requests repository
10
Service-level management
9