Avis clients sur JIRA Service Management

En savoir plus sur JIRA Service Management

Le centre de service JIRA est un nouveau logiciel de gestion de services que les équipes informatiques et commerciales aiment utiliser.

En savoir plus sur JIRA Service Management

Avantages :

Offers a wide variety of customization options making it easy to tailor to multiple business needs. Dashboard shows you what cases you have open and the stages the cases are in.

Inconvénients :

Custom domains, multiple email handing, enhanced portal customization, the basics... all missing.

JIRA Service Management - Notes

Note moyenne

Facilité d'utilisation
4,2
Service client
4,3
Fonctionnalités
4,4
Rapport qualité-prix
4,3

Probabilité de recommander le produit

8,3/10

JIRA Service Management a reçu une note globale de 4,4 étoiles sur 5 d'après 444 avis d'utilisateurs publiés sur Capterra.

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Cathy
Directrice adjointe TI (Canada)
Gestion des investissements, 51-200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Facilité d'utilisation

4,0 il y a 5 mois

Commentaires : Nous avons pris un consultant pour nous aider a migrer de l'ancien billetterie vers la JSM. Mais la configuration reste bonne et facile.

Avantages :

Associé a Confluence, avoir une FAQ est un jeu d'enfant. Et la possibilité de grossier le FAQ aussi.

Inconvénients :

La différence entre un agent et un utilisateurs (hyperlien) a été difficile a gérer.

khaoula
Quality Advocate (France)
Services et technologies de l'information, 5 001-10 000 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Jira est un très bon outil de management de produit

4,0 il y a 5 mois

Avantages :

Jira est un très bon outil de management de produit, simplicité et efficacité

Inconvénients :

la partie dashboard et kpi, les filtres

Utilisateur vérifié
User Researcher (France)
Utilisateur LinkedIn vérifié
Développement et commerce international, 201-500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Classique pour la gestion de projet

4,0 le mois dernier Nouveau

Avantages :

Jira permet de gérer facilement les tickets surtout avec les développeurs et de voir la progression du travail.

Inconvénients :

Trop de fonctionnalités. Cela devient parfois difficile de s'assurer que toutes les équipes l'utilisent de la même façon.

Utilisateur vérifié
Ingenieur IoT (France)
Utilisateur LinkedIn vérifié
Services et technologies de l'information, 2-10 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

JIRA - Meilleur produit pour la gestion des projets

4,0 il y a 3 mois

Commentaires : Selon mon expérience, on a utilisé JIRA dans notre équipe afin d'avoir un système de "tickets" interne afin de faire un suivi de projets et des flux de travail.

Avantages :

Le plus apprécié dans le logiciel JIRA est que c'est l'un des meilleurs solutions de gestion de projets. Il contient plusieurs fonctionnalités, par exemple le suivi des tâches ainsi que l'estimation de ces tâches. Aussi, la possibilité des employés à réclamer les heures de travaille sur une tâche, qu'on peut de même associer sur une des historiques.

Inconvénients :

Le moins apprécié dans ce logiciel est le manque de tutoriels. L'interface de JIRA est un peu complexe, d'où la nécessité d'ajouter des demo ainsi que des informations supplémentaires pour obtenir d'aides.

Kouadio franck arnold
Kouadio franck arnold
Informaticien (Côte d’Ivoire)
Utilisateur LinkedIn vérifié
Internet, 2-10 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

logiciel de travail intuitf

4,0 il y a 3 mois

Commentaires : Bon dans l'ensemble

Avantages :

C'est un outil utilitaire pour des sessions de travail en équipe et de collaboration simple et facile à utiliser

Inconvénients :

Aucun soucis majeur constaté. Fonctionne bien

Denise
Denise
Marketing Specialist (É.-U.)
Utilisateur LinkedIn vérifié
Marketing et publicité, 201-500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Excellent service and project management tool

5,0 il y a 2 mois Nouveau

Commentaires : For the past five years, I've been using Jira, and during that time I've noticed a big improvement just about every time. It has been easy for us to keep track of the work that other teams have completed by logging it and adding service level agreements. You can use it to delegate tasks within your team, track progress on common goals, and share updates with your colleagues in real time or behind closed doors. Because of this, it is an incredible instrument.

Avantages :

The default settings for Jira Service Management allow you to maximize its potential right away, with nothing in the way of setup. It is possible to personalize it with a wide variety of settings so that it functions just how one would like it to.

Inconvénients :

Because our SSO implementation needs it, in order for a user to sign into the customer portal, they will first need to sign into the parent Jira site.

Annie
Team Lead, Customer Success (Chili)
Télécommunications, 51-200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Comprehensive and Streamlined Service Management with JIRA

5,0 il y a 6 jours Nouveau

Commentaires : JIRA Service Management is a comprehensive and streamlined service management solution that can help teams quickly organize, track, and manage projects. The platform is highly customizable and allows users to tailor their workflow to fit their unique needs. The learning curve can be steep and the pricing structure can be expensive for some, but for teams looking for a powerful and efficient service management solution, JIRA Service Management is an ideal choice.

Avantages :

JIRA Service Management is an incredibly powerful and efficient service management solution that helps teams quickly organize, track, and manage projects. The platform is highly customizable and allows users to tailor their workflow to fit their unique needs. The interface is intuitive and straightforward, making it easy to navigate and use.

Inconvénients :

The pricing structure of JIRA Service Management can be an issue as it can be relatively expensive for some organizations. Additionally, the learning curve for setting up and using the platform can be quite steep, and it can be difficult to manage large projects with many moving parts.

Utilisateur vérifié
Product manager: tools&automations (Allemagne)
Utilisateur LinkedIn vérifié
E-learning, 51-200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Well, everyone knows Jira — I just decided to reflect here

2,0 il y a 4 semaines Nouveau

Commentaires : I hate Jira and think the only reason everyone uses it is that they're just used to suffer.Here's an article about it:[SENSITIVE CONTENT]

Avantages :

After latest update the visuals are quite pleasant.You can really construct complex filters if you know what you're looking for.Task IDs unfurl into links.Permissions are very granular (although complex and you won't understand how to use them).

Inconvénients :

Expensive.No obvious features or you have to pay extra: time tracking, dark mode, CHECKBOXES.

Stefanos
Customer Service Manager (Grèce)
Vente au détail, 10 000+ employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

A Powerful Tool for Streamlining Service Management

5,0 il y a 3 semaines Nouveau

Commentaires : JIRA Service Management is an incredibly powerful tool for service management. It offers a multitude of features, customization options, and automation capabilities to ensure that user needs are met. Though the cost can be prohibitive for some organizations, the benefits of streamlining and tracking service management processes make it an ideal choice for many businesses.

Avantages :

JIRA Service Management is an incredibly powerful and intuitive tool for streamlining service management processes. It offers an extensive variety of features and customization options to ensure that user needs are met. The user interface is modern and easy to navigate, and the workflow automation and reporting capabilities make it easy to track progress and ensure that tasks are completed on time.

Inconvénients :

Though JIRA Service Management is incredibly powerful, it can be difficult to learn and navigate for users who are unfamiliar with it. Additionally, the cost of the software and the services can be prohibitive for some organizations.

Jordan
Jordan
Software Developer (Paraguay)
Utilisateur LinkedIn vérifié
Externalisation/délocalisation, 1 001-5 000 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

A great tool that brings visibility, productivity and collaboration to the team

5,0 il y a 3 semaines Nouveau

Commentaires : You can take so much value from Jira is used correctly and if the team is well aware on how to use it. We use it on our daily standups and it helps a lot see what other team members are doing and their progress. You can easily spot who has more buffer and who needs a hand. The history feature is also a big plus to see what was changed in the description of the cards. I see this tool is a perfect fit for big companies.

Avantages :

Estimating the team's velocity can be pretty accurate when the users fill in their Story Points and the time to completion. Cards also provide a lot of information, team members can collaborate in the comments section and the ability to create sub-tasks is a big plus.

Inconvénients :

Jira can become overwhelming for newcomers, specially if there are no explicit policies on how to use it. Also, when marking tasks as Done, it feels the completion time fields are a bit redundant.

Utilisateur vérifié
Cyber Analyst (Inde)
Utilisateur LinkedIn vérifié
Informatique et sécurité réseau, 2-10 employés
Temps d'utilisation du logiciel : Essai gratuit
Source de l'avis

Best tool for PM

5,0 il y a 2 mois Nouveau

Commentaires : Excellent

Avantages :

Used the free trail of the tool and I think I am ready to make the switch from my old ways of managing the project

Inconvénients :

I used the trail version and I am very happy

Idaly
Idaly
Project Manager (É.-U.)
Utilisateur LinkedIn vérifié
Semi-conducteurs, 10 000+ employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

A high-quality software for service management.

5,0 il y a 3 semaines Nouveau

Commentaires : We decided to use JIRA Service Management because of the problems we had with similar software, but we found that this software integrates very well with different CRMs and you can be very productive in a short time, it has good tracking options and you can solve problems on time.

Avantages :

It is a software to improve productivity, very good for ticket management, project management, incident management, it is perfect for monitoring and with good functions to improve the productive capacities of the different departments.

Inconvénients :

It is a product that the first users cannot use perfectly, but after a light training the user adapts perfectly, also the price is high but totally necessary, since the functions and the results are very good.

Utilisateur vérifié
An awesome tool for full development integration (Inde)
Utilisateur LinkedIn vérifié
Services et technologies de l'information, 201-500 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

An awesome tool which can integrate everything for software development

4,0 il y a 2 mois Nouveau

Commentaires : Its a very good tool for enterprises for software development management

Avantages :

Its task management system is awesome and integration with code pipelines are ny favourite feature

Inconvénients :

Availability and bugs are worst from there side.Price is also high

Riya
Riya
Developer (Inde)
Utilisateur LinkedIn vérifié
Télécommunications, 10 000+ employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

An overall tracker gadget

4,0 le mois dernier Nouveau

Avantages :

I like how Jira updates the UI experience with the latest technologies to track the issues easily.

Inconvénients :

There's no major cons of this software. Although more software integrations can be done for interplatform tracking tickets linking.

Utilisateur vérifié
Software Engineer (Inde)
Utilisateur LinkedIn vérifié
Services et technologies de l'information, 10 000+ employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

One of the best Defect Management Service

4,0 il y a 2 mois Nouveau

Commentaires : So far, it has been a good experience using Jira; it provides us a dashboard for tracking all our tickets in one place

Avantages :

I like that this software provides us with a wide variety for tracking bugs, defects, user stories, and pull requests

Inconvénients :

Some things, like modifying the data that we need to mandate for any ticket that we are raising, are not present yet, due to which some teams are ignoring some vital data

Ashish
Senior Architect (Canada)
Assurance, 10 000+ employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Life Savior tool for Agile Projects

4,0 il y a 8 mois

Commentaires : JIRA is becoming one shop all for all project management needs.
It also act as a tracking warehouse for all project management and IT management activities in current agile world.
Scrum meeting actions and stories are easy to browse compared to other existing tools on premise.
JIRA is also efficient to manage code control versioning easily by rapidly varying requirements.
It saves a huge cost for placeholder for our IT Asset management when migrated from traditional software

Avantages :

JIRA service management is very use friendly software in day to day project activities. JIRA has been excellent tracking tool for testing bugs, defects easily during entire project cycle. It is very effective place holder for IT asset management and project management phases. JIRA has capabilities to integrate with multiple ITSM management tools and reporting tools for effective reports and dashboarding.

Inconvénients :

New changes for html pages take little more time for loading when moved to production. Version controlling sometimes create hiccups during rollback period.

Alternatives envisagées : Confluence

Pourquoi choisir JIRA Service Management : JIRA is more user friendly and easy to mange across enterprise compared to Excel. Macros behaviors were pain points during maintenance but JIRA resulted as cost effective tool for corporates model.

Logiciel antérieur : Microsoft Excel

Pourquoi passer à JIRA Service Management : It is more cost effective and user friendly software compared to Confluence. It is easy to track for scrum stories and follow agile approach to avoid standard documentation hours

Hiren
Cloud Platform Engineer (É.-U.)
Services et technologies de l'information, 501-1 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

JIRA Service Management is excellent Saas Platform for your ready to use need & with other flexibili

5,0 il y a 7 mois

Commentaires : Overall good experience.

Avantages :

JIRA Service Managment is have lots of customization capability & also ready made template is also good. Ready made report is good but for accurate details need more tuning to the reports or create own customize report.

Inconvénients :

When reporting things come in picture that require customization. Also standard ticket type is not good enought for day to day use. So to configure all these need require experience user or consultant to understand your need & configure it.

Dan
Support Analyst (É.-U.)
Services et technologies de l'information, 11-50 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Easy to try, full of tools and solutions

5,0 l’année dernière

Commentaires : So far, with their free trials and tiers, it has be remarkably easy to get a proof of concept project built and to start migrating into the cloud.

Avantages :

Jira Service Management provides a ton of tools to build out you customer portal and internal ticket platforms. It has filled all of the holes in our previous solution right out of the box.

Inconvénients :

It is built for large, multi-team organizations so much of the power is not needed for a smaller company who requires a custom build but without all the hierarchy.

Rami
Solutions Architect / Senior Consultant (R.-U.)
Services et technologies de l'information, 2-10 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

A best-of-breed Platform for Help Desk and Service Management!

5,0 il y a 2 ans

Avantages :

Scalability. Flexibility to be tailored to particular organizational needs. Very rich in terms of features.

Inconvénients :

Setup can be made a bit simpler. Could use more ready 'templates' that can be used to quickly roll out the product for production.

Jack
Software Support Specialist (É.-U.)
Logiciels, 51-200 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

JSD has a lot to offer, but requires a lot to learn

4,0 il y a 4 ans

Commentaires : JSD offers a lot for any company needing to maintain a service desk to manage the support requests it handles from its clients/customers. Because it is a Jira (Atalassian) product, it is most likely utilized along with other Jira tools, and plays quite well with those. Due to this integration aspect, thought, the layers of security necessitated within user settings requires a considerable amount of learning/training, which is not easily attained without paying for it from Atalassian. And, while I understand, respect (and even applaud) the market-oriented principle of this, it does seem a bit intentional that there are no reliable helps available outside of Atlassian (for example, any tutorials you will find on YouTube for assisting with certain user configs, settings, steps, etc. are applicable to much older versions of the software, and to a great extent, are not applicable to the current version). This would not be a negative aspect if Jira did a much better job at keeping their own internal (free) help docs, etc. up to date, so as to apply to the current version, as well. Instead, if one wants highly dependable "helps" it appears the best way to achieve that is to pay Atlassian for their training courses (at prices that are obviously calibrated toward larger companies/corporations. And blindly undertaking such would seem risky if judged by the extent to which their free user tools are kept up to date. This is not, to my knowledge, the common experience with most apps.

Avantages :

- Lots of tools in one place - Integrates well with other apps (especially other Atlassian products) - UI is clean and user friendly (customizable to a sensible extent) - Contains useful metrics that are easy to configure and gain reports from - Has multiple layers of user settings available for custom configuration to correlate to preferred levels of access among agents, customers, etc.

Inconvénients :

- Email bounce in frequently fails (bugs?) - Depth of Jira admin user knowledge required for strong mastery of this app; time consuming to acquire a reliable user knowledge (which is necessary to utilize the app with the least bit of efficiency) - Help docs, support mechanism unreliable/outdated (needs to be fresh and current to be applicable to present version of app) - Confusing settings requirements for some user modifications needs (esp. where mapping/editing workflow schemes are concerned) - Completely inadequate amount of general helps/tutorials available outside of Atlassian (YouTube, Google search, etc. for example) which seems a bit suppressed by design. Atlassian offers extensive training, but at a premium cost. - Costly for the overall effectiveness it provides, after factoring these negatives along with the user time required to really learn the application.

Utilisateur vérifié
Industry Principal Consultant (Canada)
Utilisateur LinkedIn vérifié
Logiciels, 10 000+ employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Good Tool for driving ITSM processes

5,0 il y a 3 mois

Commentaires : Overall we are very pleased with Jira Service Management and have implemented incident management processes using it.

Avantages :

User friendly, easy to learn, integrates well with Atlassian eco system, roles based access control, licensed based on service agents

Inconvénients :

Dashboard and reporting gadgets can be improved further to provide better trend reports for the incidents, marketplace plugins can become overwhelming.

Alternatives envisagées : ServiceNow

Logiciel antérieur : Freshservice

Pourquoi passer à JIRA Service Management : Better pricing and Atlassian ecosystem

Niall
Head of Information Systems (Irlande)
Services et technologies de l'information, 1 001-5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

A good option for Service Desks but check your requirements carefully

4,0 l’année dernière

Commentaires : A stable, performant platform for customer support is critical and JIRA Service Management has delivered that.

Avantages :

Easy to set up and deploy, configuration is relatively easy, the platform is stable and performant. There is a good 3rd party marketplace for additional apps that can be installed. Security options like SSO are available. Customer Support is responsive and knowledgeable.

Inconvénients :

Reporting on SLAs is poor, overall reporting is ok but could be better. Costs ramp up significantly as Atlassian Access is required if you want SSO, this is an addtional charge per user. The pricing is done on a per user tier level e.g. 101-200 users is a price so you have to pay for 200 user accounts even if you only have 101 actual users.

Alternatives envisagées : Salesforce Service Cloud

Pourquoi passer à JIRA Service Management : Costs, features, configurability

Utilisateur vérifié
Consultant (É.-U.)
Utilisateur LinkedIn vérifié
Services et technologies de l'information, 1 001-5 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

One of the best Service Management tools in the market!

4,0 il y a 5 mois

Commentaires : This is a great service desk software. It has some great features, and the overall experience with it has been really good even though it was used for a very critical and big project. Tickets can be transferred to other users seamlessly. Documents can be assigned to tasks and incidents which can help other users understand what is in front of them easily. Overall, it is very important in handling support based tasks that run 24*7.

Avantages :

Jira service management is one of the best service desk softwares in the market. The ease of use is great, even for users new to the software. It helps the users keep a proper and clean track of the incidents/tasks/etc they have. One of the best things about Jira Service Management is that multiple teams can easily collaborate and work on it. This enables big projects involving various teams to work seamlessly.

Inconvénients :

There are not many major disadvantages with using this Jira Service Management software. But a user must be careful while deciding to delete a ticket, because once deleted it is goodbye for ever. It cannot be retrieved. This option can be modified to allow retrieval of deleted tickets to ease the process for users who might delete important tickets unintentionally.

Erik
VP, Product Development and Engineering (É.-U.)
Logiciels, 51-200 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Dig Deep Before Buying

4,0 il y a 4 ans

Commentaires : It has solved some of our immediate business needs out-of-the-box or with moderate configuration effort. But as a full solution it is missing a handful of simple, but crucial, features. It definitely "feels" like a second version. It needs a third.

Avantages :

JSD is relatively intuitive and easy to learn without needing tons of documentation. Initial pricing is attractive. A decent plugin community fills some gaps, but be expected to pay on top of the initial JSD pricing.

Inconvénients :

Many "obvious" features are either missing or do not work as expected. For example: in many cases, once an internal user is added to an issue, they no longer receive notification about internal comments. This is completely unintuitive, unexpected, and has caused many people frustration: https://jira.atlassian.com/browse/JSDSERVER-3410 Another example: Email traffic about an issue is *always* public. Do not allow your staff to reply to JSD's emails as customers will also get emailed a copy! https://jira.atlassian.com/browse/JSDCLOUD-3499 The worst part is, despite there being a few years' of discussion, and new comments added monthly by newly-affected JSD customers, Atlassian has no comments on the issues. In some cases a plugin (more $) can help, but in some cases even the plugin manufacturers can't help as JSD doesn't expose enough info in their plugin API.

Peter
Web Developer (R.-U.)
Utilisateur LinkedIn vérifié
Enseignement supérieur, 501-1 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis
Source : GetApp

Powerful but confusing ticket manager

5,0 il y a 4 ans

Commentaires : Once we got our heads around the rather clunky and busy UI we've realized just how useful JIRA is.
It's now the Universities ticket manager of choice and is used by every member of support staff.
No other ticket manager (that we've found) comes close to the features offered by JIRA.

Avantages :

JIRA offers a huge amount of features, from simple support tickets to project workflow planning. Our method of project management (agile) works brilliantly with this, we're able to assign work in 'Sprints' that match our real working week. The ability to link JIRA with other 3rd party applications is excellent, we've integrated it with our content management system and QA / testing software. The wide use of JIRA makes communicating with other organisations much easier, most support companies are at least registered here.

Inconvénients :

The pricing is rather expensive, its not too much of a problem for a large institution such as ours, but for smaller businesses this may be too much. The user-interface and general layouts really aren't intuitive, for a new user it takes a while to get their head around the various features and processes. It took a few weeks for even the more experienced developers to get used to it.