Good product for tech-heavy teams
October 24, 2019

Good product for tech-heavy teams

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

Overall Satisfaction with Jira Service Desk

We are a growth-stage startup and have been using Jira since the beginning of time. We first started using it for the engineering team's sake when we got to a point where we needed to plan, organize and figure out different epics and stories. We then expended Jira use to our product team.
  • Plenty of use cases within one organization.
  • Customizable.
  • Most engineers are familiar with it.
  • Tough to figure out and navigate for non-engineers.
  • Difficulty changing the language in certain fields.
  • Not intuitive.
  • Provided a good structure for our engineering team.
  • Tougher to onboard and train non-engineering people.
  • Good translatable flows.
We are now in the process of moving from Jira to Zendesk, however, I would assume that we would still be using Jira for the time being. Zendesk is a bit easier to understand and manage for the non-technical people, but Jira gave us the basics that we needed to have in order to get to this point.
I think overall it is a good product, albeit not the most intuitive and easy to use. Once set up I think it provides good value and good benefits but companies like Zendesk do the same thing but are more intuitive and user-friendly overall. Good solution for a startup especially with a tech-heavy focus.

Do you think Jira Service Management delivers good value for the price?

Yes

Are you happy with Jira Service Management's feature set?

Yes

Did Jira Service Management live up to sales and marketing promises?

Yes

Did implementation of Jira Service Management go as expected?

Yes

Would you buy Jira Service Management again?

Yes

I think if a company is very tech or engineering-focused or is trying to make sure they organize the engineering structure well, Jira would be a great solution and option. It has a backlog, epics, stories, different service levels - everything you need to originally start and get a system in place

Jira Service Management Feature Ratings

Organize and prioritize service tickets
8
Self-service tools
8
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
Not Rated
Change requests repository
7
Service-level management
9