Great tool for project management and task-tracking
February 26, 2020

Great tool for project management and task-tracking

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with Jira Service Desk

We currently use Jira to help keep track of projects and their progress up until completion/rollout to production. Jira Service Desk is currently used by a couple of our departments mainly Applications Admins (my team) and Project Management and App Dev teams. This tool helps increase visibility into the tasks involved in completing a project so that all teams can see where we are in terms of progress.
  • Big Gantt chart on the dashboard lets you see a project's status, tasks, and progress easily. Dashboards are easily customizable with lots of options.
  • Very easy to create service request templates and modify existing built-in templates to fit your needs.
  • Not a lot of online help available to get going
  • Needs Confluence (additional cost) to be able to add a knowledge base
  • Jira has increased productivity and reduced the number of status meetings needed to track a project.
  • Time-tracking has become much easier.
  • BMC Helix ITSM (Remedy)
Jira is easier to set up and gets going faster. It is easier to customize to fit your needs and the Dashboard feature and added widgets really help you get the views you want to see. Other products are harder to set up, don't get going as quickly, and lack the dashboard feature as a one-stop spot to view the infomation most important to you. Jira's dashboard is clean and easy to view. In terms of service requests, Jira has built-in templates to get service requests created fairly easily, and they can be modified with little effort.
I have not used the technical support from Atlassian. In terms of online help and resources, they are a bit limited thus making it more of a challenge to troubleshoot issues and learn more functionality. There aren't a lot of resources available on the Atlassian site besides developer documents. It would be nice to have a blog or forum where users can get the help they need.

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Jira Service Desk is definitely a very capable and highly customizable tool to use for service requests and project management. It integrates with quite a few applications, unfortunately though, at an additional cost. It is well suited for large and small businesses and for use within a group of departments or company-wide.

Jira Service Management Feature Ratings

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