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Avaliações do JIRA Service Management

Sobre JIRA Service Management

O Jira Service Desk é um software de central de serviços criado para equipes de TI modernas, a partir de apenas US$ 10 por mês.

Saiba mais sobre o JIRA Service Management

Vantagens:

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.

Desvantagens:

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

Notas do JIRA Service Management

Pontuação média

Praticidade
4,2
Atendimento ao cliente
4,3
Recursos
4,5
Relação qualidade/preço
4,3

Probabilidade de recomendação

8,4/10

O JIRA Service Management tem uma classificação geral de 4,5 em 5 estrelas com base em 668 avaliações de usuários no Capterra.

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Filtrar avaliações (668)

danielle
Analista de Conversão, Brasil
Software, 1 001 - 5 000 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

prático e intuitivo

5,0 ano passado

Comentários: excelente.utilizo várias vezes ao dia, para diversos projetos.delegação, encerramento e monitoramento super fácil

Vantagens:

Utilizo para monitorar meus projetos e delegar tarefas para os demais setores.gosto da facilidade de uso e da forma de organização das minhas rotinas.

Desvantagens:

não vejo contras, já estou habituada a ferramenta. já faz parte do meu dia a dia

adriana
Coordenadora de suporte, Brasil
Serviços e tecnologia da informação, 501 - 1 000 funcionários
Usou o software para: 6 a 12 meses
Fonte da avaliação

avaliação Jira

5,0 ano passado

Vantagens:

de fácil utilização e intuitivo as informações são claras

Desvantagens:

não tenho contras, é ok para o meu dia a dia

Lohaine
Analista de Teste de TI, Brasil
Telecomunicações, 1 001 - 5 000 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Avaliação Jira

4,0 ano passado

Vantagens:

A patricidade de gestão de tasks. A eficácia do monitoramento das atividades da equipe e a organização dos itens.

Desvantagens:

O recurso de clonar uma task pode ser melhorado. Ao clonar uma task, precisamos atualizar a página e encontrar onde ela foi parar. Se ela já aparecesse na tela (sem precisar ficar buscando por ela) seria o ideal.

Luiz Antonio Nunes
QA, Brasil
Serviços e tecnologia da informação, 51 - 200 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Boa ferramenta centralizadora porém com fluxo complexos demais

4,0 há 2 anos

Comentários: é muito intuitiva e bem utilizada no mercado

Vantagens:

Ferramenta centralizadora muito prática para gerenciar entregas e tickets

Desvantagens:

Lentidão e alguns fluxo são confusos as vezes é muito complicado alterar status de tarefas , precisa chamar o administrador da ferramenta

Silas
Silas
CEO, Brasil
Usuário do LinkedIn Verificado
Serviços e tecnologia da informação, 2 - 10 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Gerenciamento de tickets perfeito

5,0 há 2 anos

Vantagens:

Melhor gerenciamento de tickets entre as equipes. Integração perfeita com softwares de crash e mensageiros.

Desvantagens:

Algumas funções são um pouco confusas. Criação de templates também poderia ser melhor.

Emerson
Consultor Atlassian, Brasil
Serviços e tecnologia da informação, 201 - 500 funcionários
Usou o software para: 6 a 12 meses
Fonte da avaliação

Atlassian Jira

5,0 há 2 anos

Vantagens:

Software muito fácil de utilizar e integra com as melhores ferramentas.

Desvantagens:

A falta de possibilidade de alteração sobre o código front-end.

Sônia
Sônia
Gerente de Negócios Agro, Brasil
Usuário do LinkedIn Verificado
Bancos, 501 - 1 000 funcionários
Usou o software para: 6 a 12 meses
Fonte da avaliação

Jira S Management

5,0 há 8 meses

Comentários: Essa ferramenta foi muito bem desenvolvida, muito prática e de fácil compreensão.

Vantagens:

Praticidade, facilidade de acesso e rapidez

Desvantagens:

Dos poucos meses que estou utilizando a ferramenta, não tenho nada para reclamar.

Avaliador Verificado
Usuário do LinkedIn Verificado
Ócio, viagens e turismo, 2 - 10 funcionários
Usou o software para: 6 a 12 meses
Fonte da avaliação

Sistema que facilita e otimiza a gestão do trabalho

5,0 ano passado

Vantagens:

O software é extremamente fácil de se utilizar, ferramentas de gestão e resolução, utilizo muito também na abertura de chamados, vinculados ao sistema da CVC Corp empresa que utiliza em larga escala tal software.

Desvantagens:

O tempo de resposta em relação a uma demanda foi um pouco longo, contudo era algo complexo, mas foi solucionado, baita recursos, recomendo muito.

Bruce
Empresario, Brasil
Medicina alternativa, 2 - 10 funcionários
Usou o software para: Avaliação gratuita
Fonte da avaliação

Resenha sobre o Jira -Excelente programa

5,0 há 6 meses

Comentários: O jira é um excelente produto, me ajuda muito no dia a dia.

Vantagens:

O jira tem muitos recursos úteis no meu dia a dia, desde o compartilhamento de ideias a gestão de conhecimento, ele agrega muito em meu trabalho.

Desvantagens:

Não tenho ressalvas negativas, apenas achei que poderia ser um pouco mais intuitivo.

Derick
Derick
Desenvolvedor RPA, Brasil
Usuário do LinkedIn Verificado
Serviços e tecnologia da informação, 201 - 500 funcionários
Usou o software para: 6 a 12 meses
Fonte da avaliação

Funcionalidades Jira

5,0 há 2 anos

Vantagens:

A facilidade em abrir chamados para outras áreas da empresa

Desvantagens:

Até o momento sem contras sobre o software

Dawit
Dawit
IT Administrator, Austrália
Usuário do LinkedIn Verificado
Serviços e tecnologia da informação, 2 - 10 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Effortless Collaboration and Task Management: A Closer Look at JIRA Service Management

5,0 ano passado

Comentários: My overall experience with JIRA Service Management has been exceptional. The platform has revolutionized our incident management process and significantly improved collaboration among team members

Vantagens:

One of the aspects I liked most about Jira Service Management was its exceptional incident resolution efficiency. The platform truly excels in streamlining the incident management process, enabling our team to respond swiftly and effectively to any issues that ariseWith Jira Service Management, we were able to create a centralized incident ticketing system that provided complete visibility into ongoing incidentsThe automation capabilities of Jira Service Management were a game-changer. We were able to set up predefined workflows and triggers, ensuring that incidents were routed to the appropriate teams and escalated as needed

Desvantagens:

While Jira Service Management offers a plethora of robust features, one area that I felt could benefit from improvement was its reporting capabilities. Although the platform provides basic reporting functionalities, there are certain areas where additional enhancements would be valuable

Lillian
Lillian
Human Resources Generalist, EUA
Usuário do LinkedIn Verificado
Hospitais e Saúde, 10 000+ funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

We track incoming work with Jira Service Management

4,0 há 10 meses

Comentários: I prefer Jira Service Management because it is very similar to Jira software; If you are familiar with Jira software, you will have no problem using this one. Concise but effective.

Vantagens:

First of all, Jira allows us to manage customer support requests in an organized way. They can be tailored to individual squads and relatively easily monitored. All relevant details can be stored in one location in a Jira request. Jira is an easy-to-use tool and request tracker for teams, with features including customizable dashboards, access permissions, and time/effort monitoring.

Desvantagens:

Inadequate translation of Jira Service Management into other languages is one of its biggest drawbacks, as it results in an unnatural hybrid between English and the selected language.

Avaliação anônima
Software, 1 001 - 5 000 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Alternativas consideradas anteriormente:

One of the best choices for a customer service desk

5,0 há 3 semanas Novo

Vantagens:

Highly customisable service desk portal, from the fields to the UI. We can set up a new portal in minutes for every new project and easily tie the tickets to our internal Jira Software projects keeping internal and external discussions separate.

Desvantagens:

SLA management should be made easier as well as the reporting options. Naturally the easy integration between the service desk and the software issue tracking system occurs if you are using Atlassian, good luck with other tools.

Nick
Nick
Senior Product Manager, EUA
Usuário do LinkedIn Verificado
Serviços financeiros, 10 000+ funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Alternativas consideradas anteriormente:

Great for Smaller Businesses, not for the Large Enterprise

3,0 há 2 anos

Vantagens:

Service Management is very easy to get going "out of the box" for small organizations. We stood this up apart from our enterprise's main service management tool because we had special needs for our intake forms and this allowed us to do the customization needed without going through rigorous development through the enterprise level tool.

Desvantagens:

Form design for your main portal can sometimes be wonky, as navigating through the options takes a bit of getting used to and aren't the most intuitive at first. Workflows are also very simple and complex decision-making based on external data is not readily available.

Mohammed
IT Specialist, EUA
Imobiliárias, 51 - 200 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Jira Service Desk Management

4,0 há 3 meses

Comentários: Overall I have been using Jira Service Mangement for 6 years and I love finding about new features and integrations.

Vantagens:

I like the analytics and incident management part of the Jira service desk management and of course the ease of locating tickets and updating them.

Desvantagens:

I feel like JQL is necessary for important searches which not everyone has experience with.

Laura
Laura
Human Resources Generalist, EUA
Usuário do LinkedIn Verificado
Hospitais e Saúde, 1 001 - 5 000 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Simple and effective task management software

4,0 há 9 meses

Comentários: It's useful for monitoring progress and coordinating the many tasks that have been delegated. In fact, the tool's progress track can be used to make estimates for the deadlines themselves.

Vantagens:

We utilize Jira to proactively guard against issues, notify clients when they are discovered, and monitor their progress and enhancements. Having the assignor's identity and that of the assigned person clearly shown also helps establish trust.

Desvantagens:

I had trouble finding older tickets or finding out who else had been assigned to the key I was working on; an internal chat function could greatly benefit those of us waiting for clients to respond to comments.

XUAN MAI
Product Manager, Alemanha
Serviços financeiros, 11 - 50 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Very satisfied overall, however there is still room for improvement

5,0 há 2 meses Novo

Comentários: Overall I'm pretty satisfied with JIRA service management, except for some missing functionalities as described above

Vantagens:

The ticketing system is very easy to use and intuitive.

Desvantagens:

While it is very easy to write the description for a ticket and edit it later, it is also highly error prone because anyone could just accidentally click on the description area and accidentally change something in there. However, there's no built-in tool to revert the accidental changes.

Mark Joseph
Customer Support, Singapura
Terceirização/Deslocalização, 1 001 - 5 000 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

JIRA Service Management Review

5,0 mês passado Novo

Comentários: Overall, usage of this tool helps a lot for task managment.

Vantagens:

What I like the most about Jira is the management of tasks. You can monitor real-time the tasks assigned to you and work on them.

Desvantagens:

When you have lots of tasks it can be overwhelming to look but priority system can help manage and organize the tasks that was created.

Ruchir
Cloud Support Engineer, Austrália
Serviços e tecnologia da informação, 10 000+ funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Easy to use bug tracking system

5,0 há 2 meses Novo

Vantagens:

Its an effective tool for tracking and managing bugs. Tool is intuitive and easy to use for beginners.

Desvantagens:

The search functionality can be improved. Searching for issues becomes challenging sometimes

Peejay
Business Development Representative, Filipinas
Serviços e tecnologia da informação, 10 000+ funcionários
Usou o software para: 6 a 12 meses
Fonte da avaliação

Ticket Management Like No Other

5,0 há 2 meses

Vantagens:

Seamless Collaboration and Communication

Desvantagens:

I do not see any negative feedback about Jira during the 9month-span that I was using it.

Nathan
Network Infrastructure Manager, GB
Varejistas, 51 - 200 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Alternativas consideradas anteriormente:

Jira Service Management a Powerful Ticket System

5,0 há 12 meses

Comentários: Overall when the software works it does the job, it's a bit of a nightmare to configure and the costings are not the cheapest but not as expensive as competitor products, i.e. zendesk, freshdesk etc.

Vantagens:

Works very well as a ticket system, it's very customisable and uses JQL for custom queries if you're inclined towards detailed reporting. Third Party Addins available online in their marketplace and bountyful automation features.

Desvantagens:

It's very difficult to setup requires alot of time and effort and the software is not userfriendly so if you're implenting for a team that isn't IT literate then perhaps include some extra training days.

Thomas
Junior Software Engineer, GB
Varejistas, 201 - 500 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Alternativas consideradas anteriormente:

Very happy 2+ years use of JIRA.

5,0 há 11 meses

Vantagens:

Pretty much everything to do with ticket management and notifications from our internal 'customers'

Desvantagens:

The search functionality could do with some work when looking for older tickets and the searching of 'similar requests'

Dan
Support Analyst, EUA
Serviços e tecnologia da informação, 11 - 50 funcionários
Usou o software para: 6 a 12 meses
Fonte da avaliação

Easy to try, full of tools and solutions

5,0 há 3 anos

Comentários: 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.

Vantagens:

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.

Desvantagens:

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.

Jack
Software Support Specialist, EUA
Software, 51 - 200 funcionários
Usou o software para: 6 a 12 meses
Fonte da avaliação

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

4,0 há 6 anos

Comentários: 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.

Vantagens:

- 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.

Desvantagens:

- 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.

Justin Alex
Technology Consultant, EUA
Software, 201 - 500 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Highly customizable and integrates well with the Atlassian ecosystem

4,0 há 7 anos

Comentários: Customization, integrations, workflows, SLAs

Vantagens:

Newbies to JIRA Service Desk can get a service desk project up and running in less than 30 minutes. If your organization is already using JIRA for issue tracking, then having a help desk with Service Desk is a no brainer. It allows you to integrate software teams and IT teams better within the same ecosystem. The benefit of JIRA Service Desk, when compared with other help desk tools, is the customizability of your workflow. You can set up a workflow to be simple (with Open > In Progress > Closed statuses) or complex (with other statuses like On Hold or Waiting for Customer). SLAs are highly configurable, with the power of JIRA's JQL functionality. So one can conjure up a query to fit their SLA needs. With the addition of custom fields, a Service Desk administrator can create fields to capture important information to streamline the help desk process. Having Confluence also provides more benefits in which you can integrate an existing knowledge base space to a help desk project and self-serve your customers. Finally, being in the Atlassian ecosystem enables you to add additional functionality and enhancements with the use of Apps. There are close to 1500 apps available for JIRA, and many are constantly updated by the app developers.

Desvantagens:

Administering JIRA Service Desk (and JIRA in general) can be daunting for a new user. With a number of customizations that one can do in a JIRA application, there will come a time where there can be a performance impact on the environment if the application is not governed well. The Customer Portal (customer facing interface) is spartan in terms of customization. You can only customize so much, but it is limited in terms of branding it to suit your company's design specs.