Easy for end users, requires customization, effective
Overall Satisfaction with JIRA Service Desk
We are using it to manage our internal tickets for cross teams from enhancement to defects. Implementing it helped us get a resolution faster, and eventually improved SLA compliance. Management and routing were optimal and history helped us with accountability.
Pros
- Real-time reports helps a lot with giving precise status
- Integration facility and plugins availability
- Live chat and email integration also help with faster resolution
- Integration with other Atlassian products
Cons
- Can be well used for in-house solutions, not for the customers
- Search does not help much, searching algorithms needs improvement
- Reporting needs improvement
- Faster time to market
- Better SLA management
- Easy tracking of tickets
Comments
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