Jira Software allows quick management of your software backlog with tons of features!
August 13, 2021

Jira Software allows quick management of your software backlog with tons of features!

Jennifer Bland | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Overall Satisfaction with Jira Software

My company currently uses Jira as a Service desk for our IT and circulation departments. One is internal, but for circulation this requires answering tickets for readers of our publication.

For internal uses, it addresses the need for a central location for all IT tickets, as well as asset management. In addition to answering simple requests from employees - all hardware assets are managed in Jira. We setup a project where the tickets are each an asset and it's worked very well. In addition, using our internal management software (custom) we setup an integration which pairs each ticket logged with that asset.

Externally, the Jira system allows us to easily interact with readers who are having issues. The solid email ticket feature was the main attraction for using Jira for this.

  • Manage tickets, whether with or without SLA.
  • Manage projects using agile including a backlog.
  • Managing tickets for users outside the system with the service desk feature.
  • Management of the software is very difficult at times, although has improved.
  • Ability to manage resources is really non-existent, there are some plugins but they are ALL buggy (I've tested them all).
  • Better integration with Trello, would love to see this happen. Right now it's very clumsy.
  • Ability to create tickets via portal and API
  • Ability for end-users to update tickets via email.
  • Ability to manage tickets internally for multiple types of activities
  • It allows you to account for how much support work is required for the team.
  • Allows better management of time and to track trends for (agile) sprints.
  • Allowed us to support external users easily and professionally.
I've used Trello for managing tickets, it's possibly but provides no ability to have backlog features unless you use plug-ins. Plus, once you get a large backlog the page takes a long time to load. Jira is quick and has this all built in.

Redmine is a mess, don't bother. The whole experience is un-user friendly. It took me a moment to even realize how to respond to a ticket. The discussion feature with Jira is very clear and even has ability to respond via email.

Zoho Projects UI is terrible, it has some of the same features as Jira but in the end users grew frustrated with trying to figure out where everything was.

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It's best suited for what it was originally created for, managing a software backlog of tickets - paired with the service desk to manage tickets. Anything else and it gets complicated, FAST. If you go the route of not using service desk and you have a really large organization, you are also looking at a crazy per user cost.

Additionally, if you wish to manage the backlog using agile Kanban - the boards are excellent and can be customized for the team needs. Even has the great ability to style and add rules to flag items. That said, I'd love to see a better integration with Trello as that system's "boards" are much better quality and easier to use. I've got teams using both and Trello is always the winner.

This system can be tailored for other uses, such as storing a "database" of sorts like assets. However, it takes some setup but can work. Where it won't work is managing resources. Say you want to manage resources to ensure you have enough developers to cover future projects - with the current plugins it's VERY difficult. The integrations are always clumsy and get out of sync and the plugins are very slow. Finally, the data it provides is basically useless. You are better off using another tool outside Jira.