Compare Focus Desk и JIRA Service Management

Benefits:

From the same company of my favorite and trusted apps like Trello and Jira... We then gave Jira Service Desk a try. The user interface has a modern... Read more

From the same company of my favorite and trusted apps like Trello and Jira... We then gave Jira Service Desk a try. The user interface has a modern look and feel and is intuitive enough even for a novice user or admin. It has a pretty standard set of tools to run your usual IT Helpdesk and Support roles straight out of the box (Incident management, Problem, Change, SLA management, etc.). In fact, you can set up your helpdesk well within an hour (of course not counting the per company nitty-gritty). Default setup works, but it's also super customizable based on your company needs. The Dashboard has all the at-a-glance metrics, statistics and graphs to keep you up to speed with the overall status. Again, coming from Atlassian, it has a ton of possibilities in terms of integration with other apps. I feel the constant stream of dev improvements and updates.

Drawbacks:

Even though I mentioned that the third party apps can be easily integrable, we find the documentation for creating one's own integration apps a bit... Read more

Even though I mentioned that the third party apps can be easily integrable, we find the documentation for creating one's own integration apps a bit lacking. Also, the creation of tickets can be more streamlined or simplified (perhaps with the minimum number of fields and button clicks) to make it easier or faster to create and then further details can follow.

Summary:

In a crowded space for helpdesk apps, Jira Service Desk stood out because of the company that backs it up, its family of related apps and, the curr... Read more

In a crowded space for helpdesk apps, Jira Service Desk stood out because of the company that backs it up, its family of related apps and, the current integrations with existing third-party apps out there. Jira SD is well worth trying out.

Benefits:

Its flexibility. It's a simple statement, I agree, and you're probably reading this wondering why I'm being so vague. But JIRA software is a bit ha... Read more

Its flexibility. It's a simple statement, I agree, and you're probably reading this wondering why I'm being so vague. But JIRA software is a bit hard to summarize simply because it's just so flexible. There's no "correct" way to use it. It's rest API is pretty powerful too and very easy to extend Jira to "integrate" with 3rd party applications that doesn't have an official Jira integration.

Drawbacks:

Creating workflows can easily become very confusing and you can easily break how your projects in Jira work if you aren't careful. With every Jira... Read more

Creating workflows can easily become very confusing and you can easily break how your projects in Jira work if you aren't careful. With every Jira production license you also get a free dev license so that you can set up an isolated dev/staging environment. This is invaluable and highly recommended. The downside is that there is no easy way to migrate any of your changes from dev to production. But there are 3rd party plugins for that.

Summary:

Initial setup can be complex but it can also be super powerful if you are able to configure it properly. It's visual scripting and workflow tool is... Read more

Initial setup can be complex but it can also be super powerful if you are able to configure it properly. It's visual scripting and workflow tool is really capable and easy to learn

Benefits:

Highly customizable dashboard is a huge turn on. You can see almost everything that is going on may be whether it is a project or an issue

Drawbacks:

When an issue go unaddressed for a long period of time, I suggest that there should be any way to automatically escalate or generate a reminder.

Summary:

Very useful, one-stop solution with related to ITSM, Ticketing and change management.

Benefits:

Most important functions, from perspective of scrum or devops team member, can be learn quickly and used easily. Also it gives a lot of option of o... Read more

Most important functions, from perspective of scrum or devops team member, can be learn quickly and used easily. Also it gives a lot of option of organizing workflow between many agile teams. You can have different levels of tasks - and visualizations to them. I like that you can organize many boards and link everything. It takes of course a little bit of consistency in following the rules in order to not create a mess.

Drawbacks:

Well, it tends to have sudden downtime.. for no reason (well at least from my perspective) it's not responding. Speed interface could be improved. ... Read more

Well, it tends to have sudden downtime.. for no reason (well at least from my perspective) it's not responding. Speed interface could be improved. Sometimes you have to wait a while after an action performed.

Summary:

I'm working in scrum team. But I'm a part of big it organization. Jira helps us to reflect complexity of our organization and help to collaborate a... Read more

I'm working in scrum team. But I'm a part of big it organization. Jira helps us to reflect complexity of our organization and help to collaborate and to track work to be done and done already. It have many reporting options. But for me there is a little bit too much of options that I'm not using - features overkill which only contaminate usability. If you could decide how to clean a view it would be great. But as I said in title - although it's not dream software in absence of better it serves well.