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We have aggregated ratings data on Atlassian but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 5 out of 5.0, Reviewed

    Product(s): Jira Service Desk

    Got a Service Desk and a whole lot more.

    Overall Comment

    We love it. We are building a knowledge base we never had. We already use Confluence and keep self-help documention in the wiki so integration with service desk was a real bonus. We also are using the Insights piece and this has been great for inventory management tied to service desk. We also have been able to use JIRA to develop some paperless processes for time off and travel requests.

    What one piece of advice would you give other prospective customers?

    This product is worth looking at.

    What do you like most about the product or service?

    I am going use.

    What do you dislike most about the product?

    This is configurable but currently I am personally receiving too many emails from it.

    What one thing do you wish the vendor did differently?

    I wish Atlassian would respond to my instituions procurement requirements. This made for a difficult renewal as I expanded use and the renewal cost more and fell under other procurement rules. Atlassian won't fill out forms, or negotiate terms.

    If you could start over, what would your organization do differently?

    Nothing

    Service & support - overall comment

    great

    1 of 1 peer(s) found this review helpful.


  • 4 out of 5.0, Reviewed

    Product(s): Jira Service Desk

    Product worked great but organizational adoption was slow

    Overall Comment

    Product worked as advertised.

    What one piece of advice would you give other prospective customers?

    Allow workforce input and conduct training for all users prior to fully implementing.

    What do you like most about the product or service?

    The tool worked as advertised.

    If you could start over, what would your organization do differently?

    Socialize the change internal to org. prior to adoption.

    Service & support - overall comment

    No problems encountered with support.

    Integration & Deployment - Overall comment

    No technical problems encountered with product integration or deployment.


  • 4 out of 5.0, Reviewed

    Product(s): Jira Service Desk

    Feature/Functionality - what was needed

    Overall Comment

    Has been a good experience. We implemented as part of a major software project we were doing with a partner vendor. Leveraging the expertise of the partner in their utilization of Jira, we have decided to adopt for our organization.

    What one piece of advice would you give other prospective customers?

    Ensure you have champions in your business areas who will be reporting problems. Get them to adopt the process and champion process within their teams.

    What do you like most about the product or service?

    Portal ability for my business users. Workflow process easy to use. Visibility it provides to my business users.

    What do you dislike most about the product?

    More reporting. More graphical representations for excutive team

    What one thing do you wish the vendor did differently?

    Longer free trial period.

    If you could start over, what would your organization do differently?

    Look to implemen sooner and look for ways to justify earlier adoption.


  • 3 out of 5.0, Reviewed

    Product(s): Other...

    Implementation was easy, upgrade has been challenging

    Overall Comment

    Good reporting capability with overall good experience.

    What one piece of advice would you give other prospective customers?

    Ensure you understand why you want the tool and what you are going to use the information for.

    What do you like most about the product or service?

    Out of the box reporting capability.

    What do you dislike most about the product?

    Upgradation was challenging.

    What one thing do you wish the vendor did differently?

    N/A

    If you could start over, what would your organization do differently?

    Get better information about intent for tool.


  • 5 out of 5.0, Reviewed

    Product(s): Jira Service Desk

    JIRA - software that makes developers happy

    Overall Comment

    All promises fullfilled. Does what it is supposed to do. Supports team efficiency.

    What one piece of advice would you give other prospective customers?

    Use Jira and Confluence and you achieve more.

    What do you like most about the product or service?

    Perfect insight into a huge development task. It supports our agile dev team in prioritizing, staying on top of the workloads.

    What one thing do you wish the vendor did differently?

    Hipchat and Bitbucket are not yet at the same quality level but that is only a question of time.

    If you could start over, what would your organization do differently?

    We should have started earlier. Other than that: nothing.

    Service & support - overall comment

    had no probs so far


  • 4 out of 5.0, Reviewed

    Product(s): Jira Service Desk

    Implementation was easy, but needs more integration with other peripheral tools.

    Overall Comment

    No problem at all.

    What one piece of advice would you give other prospective customers?

    Proceed carefully.

    What do you like most about the product or service?

    Functionality.

    What do you dislike most about the product?

    Nothing.

    What one thing do you wish the vendor did differently?

    Take care with the details.

    If you could start over, what would your organization do differently?

    Nothing.

    Product capabilities - overall comment

    Satisfied.

    Service & support - overall comment

    Nothing important.

    Integration & Deployment - Overall comment

    Nothing important.

    1 of 1 peer(s) found this review helpful.


  • 5 out of 5.0, Reviewed

    Product(s): Jira Service Desk

    Good company with a good product that is Easy to use. Business teams love it.

    Overall Comment

    Very good.

    What one piece of advice would you give other prospective customers?

    You should calculate all the license requirements at once and buy it in a single shot.

    What do you like most about the product or service?

    Easy to implement, easy to use.

    What do you dislike most about the product?

    Not at all.

    What one thing do you wish the vendor did differently?

    Licensing methods. I would like to buy licenses, not pay in full every year.

    If you could start over, what would your organization do differently?

    We would identify the overall users and buy all licenses in one go.

    Integration & Deployment - Overall comment

    Easy to use, cloud based.

    1 of 1 peer(s) found this review helpful.


  • 5 out of 5.0, Reviewed

    Product(s): Jira Service Desk

    Integration with JIRA and workflow were easy to implement.

    Overall Comment

    Quick implementation, great integration. We were up and running in a very short period of time (under 2 months). We continue to enhance and add to the Help Desk tool, moving more of our processes into it

    What one piece of advice would you give other prospective customers?

    Have some JIRA expertise available.

    What do you like most about the product or service?

    It provides our user community with an easy to use user interface that is completely customizable by our internal team.

    Product capabilities - overall comment

    We were able to customize our UI for our business community.

    1 of 1 peer(s) found this review helpful.


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(9)
4.1

Ability to understand your organization's needs

(7)
4.6

Timely and complete response to product questions

(7)
4.3

Pricing and contract flexibility (pricing and terms)

(8)
4.0
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(9)
4.4

How long did your deployment take?

0 - 3 months (<3)

6 - 9 months (<9)

I don't know


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(5)
3.8

Ease of integration using standard APIs and tools

(8)
4.3

Quality and availability of end-user training

(7)
4.3

Ease of deployment

(9)
4.3
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(8)
4.4

Did you purchase a support package from the vendor?

Yes

No


Timeliness of vendor's response

(6)
4.0

Quality of technical support

(6)
4.0

Quality of peer user community

(7)
4.6
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(9)
4.4

Incident and Problem Management

(7)
4.6

Change, Configuration and Release

(7)
4.7

Self-Service/Request Fulfillment

(7)
4.6

IT Knowledge Management

(7)
4.1

Reporting and SLA Management

(8)
4.1

Process and Workflow Design

(8)
4.3

Data Source/ITOM Tool Integration

(5)
4.6
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Executive Sponsor

Rollout and Install

User Training

Vendor/Product Selection

Application Lead

Development/Integration

Maintenance and Support

Vendor Management


What other vendors were considered?

Microsoft

Atlassian

CA Technologies

Hewlett Packard Enterprise

Zendesk

BMC Software

Cherwell Software

ServiceNow


Why did you purchase an IT Service Support Management Tool?

Improve customer relations/service

Create internal/operational efficiencies

Improve business process agility

Improve business process outcomes

Reduce time to market

Drive revenue growth

Improve compliance and risk management

Improve supplier or partner relations


What were the key factors that drove your decision?

Product functionality and performance

Overall cost

Strong services expertise

Breadth of services

Strong customer focus

Pre-existing relationships

Product roadmap and future vision

Financial/organizational viability