JIRA - the game changer!
November 12, 2018
JIRA - the game changer!
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with JIRA Service Desk
Jira is being used by multiple departments across my organization (Client Service, Financial Service, Tech Engineering, etc). Previously, my company was using a tool (designed in-house) to intake, prioritize, and track tickets submitted for development (maintenance, bugs, enhancements). The downside of this legacy technology was mainly reporting capabilities. We were unable to do a proper post-mortem in order to determine what areas of the overall process could be improved (if deadlines were not met).
Pros
- allows multiple users to collaborate on the same project with ease.
- offers multiple reporting options to track tickets.
- automated emails relating to updates - users are always notified when they need to take action on a particular task.
Cons
- Jira does not seem to like IE. It is much quicker on Chrome.
- Can be overwhelming for a new user. Training resources are somewhat limited.
- I wish there was a way to set rules behind automated emails. Example: only send emails when status or assignee has changed.
- Visibility into all tickets/projects is excellent.
- Reporting allows upper management a "snapshot" of all projects and their current status.
- Time tracking capabilities allow management to pinpoint bottlenecks and areas for improvement.
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