Jira Service Management

Me gusta la capacidad y facilidad de integrarse con otras herramientas de forma nativa en Atlassian, lo que permite centralizar tareas, incidencias y documentación. Además sumando las automatizaciones y flujos de trabajo para incidencias dan un plus para el día a día en soluciones.

I appreciate the ability to have omnichannel communication, it is very flexible in how you approach tracking different metrics, and Enterprise SSO is a must-have for access.

What stands out to me the most is how easy it is to create and track tickets, which saves me a lot of time. I also really appreciate the way notifications work - I always know when there's an update or someone responds. Another strength is how you can add attachments or screenshots directly to your requests, which makes it a lot simpler to explain issues without a bunch of back-and-forth

Lo que menos me convence del producto, es la limitada flexibilidad en automatizaciones, cuando se lleva por algo complejo se tiene que llevar por otro lado. Sumado, que podria estar bueno una personalización más entera de los portales de service desk

It can be very complicated to do simple tasks, often taking a full reimagining to understand how to implement a seemingly straightforward change. Terminology is often changing or unclear, causing confusion in how we make a change. The UI is also very complicated to manage, as there are different views and can be difficult to understand what I see as a technician compared to how my users see the portal.

The thing I dislike the most is the interface sometimes feels a bit cluttered, with too many menus and options that I don't need as a regular user. Another issue is that it can be slow to load, especially when there are a lot of tickets open. Finally, I find the mobile version less reliable - it's harder to navigate and sometimes notifications don't come through right away.