JIRA: The tool for immediate support
October 05, 2020

JIRA: The tool for immediate support

Mhatet Ramos | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Jira Service Desk

JIRA is being used by our department. We are using JIRA in creating an ESUP ticket linking to a PR ticket created by our clients (projects) in JIRA customer portal. We use JIRA as our documentation or ticketing tool and tracker for every project we are making. We are receiving incoming issues or requests through JIRA.
  • You can create your own Dashboard and filters using JIRA.
  • You can link multiple related tickets to JIRA.
  • JIRA has its own customer portal so you can easily see the PR tickets created offline and can address it ASAP.
  • Sometimes JIRA is slow to load.
  • JIRA doesn't work well in IE.
  • I can't think of any other area for improvement to be honest. JIRA works as designed.
  • For me, SLA Metrics Management helps us a lot in monitoring our response, workaround, and resolution time.
  • We can create our own JQL queries according to the projects we support.
  • There is also an option based on language you prefer, for example you can choose French or English.
In Jira, you can browse your own knowledge base. You can also create new widgets and filters the way you wanted it customized. I prefer JIRA over any other ticketing tool since JIRA is easy to navigate. You can create your own Dashboard. You easily can pull up the reports needed.
I gave JIRA a 9 rating since for me JIRA works according to its purpose. Since there is a customer portal, our clients can leave a comment or communicate with us using the PR ticket that way it is easier for us to also request any additional information we need for our investigation.
I gave JIRA a score of 9 since I am happy with the service it offers. I can easily see the SLA since it gives me visibility. I can pull up the reports I need. I can reach out to our clients using the PR ticket so it is hassle-free for me.

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For us, supporting a P1/P2 level, JIRA makes it easy to find PR tickets so we can address issues quickly. It gives us visibility for updates and it serves as a self-service knowledge base as well. We can also easily pull up reports that we need.

Jira Service Management Feature Ratings

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