Item: Jira Service Management
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

We use it to manage all IT support tickets plus small upcoming events or projects that the team needs to communicate on and involve other teams. Users can enter and update the tickets and everyone included on the ticket is updated when the ticket is updated. The main tickets are ERP, EDI and infrastructure related.

Pros and Cons

Ticket Entry.
E-mail updates.

Project management.
Linking tickets.

Return on Investment

It allows us to track issues in place saving time on research.
Prevents phone calls and e-mail management of tickets.

Alternatives Considered

ServiceNow

I was not involved in product selection.

Support Rating

We are out of support for the version we are on.

Key Insights

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

Not sure

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

Yes

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

I wasn't involved with the selection/purchase process

Did implementation of Jira Service Management go as expected?

I wasn't involved with the implementation phase

Would you buy Jira Service Management again?

Yes

Other Software Used

Dell Boomi, Epicor Prophet 21, Notepad++

Likelihood to Recommend

It does the job but we only use it for ticket management. It meets our needs but does not wow us with functionality. Users sometimes find it clunky but it gets the job done and we don't worry about issues.

JIRA will track your support tickets

Overall Satisfaction with Jira Service Desk