Jira Service Management vs. Raiseaticket

Great to manage your issues in a clear and centralised way. If your development teams work with Jira, it will all naturally come together. Great way to manage the issues from end to end. - Very flexible if you have people who understands the set up and is able to configure it for your needs - Maybe not the best if you want something with very easy set up

Raiseaticket definitively serves its purpose, It's already hard to run a customer service, and imagine if you have to maintain a CRM along with this, that's where this tool comes into the picture they'll manage the CRM for you while you can focus on the customer support. It's well suited for interacting with customers and helping them to resolve their issues quickly which led to greater feedback. Sometimes customization can be trickier as the userbase grows over time.

Incentivized

• Highly configurable Notification Scheme, allowing free customization on who receives notifications and when
• Ability to add extra features through the highly diverse Atlassian Marketplace.
• Simple and highly customizable ticket interface. The Software can be almost completely branded in every aspect to represent your organization.
• Integration with Jira Software allows support tickets to be moved into other Log Term projects as necessary.

Incentivized

• Analysis of category of tickets.
• Cheap Pricing with great support.
• Multiple channels to create tickets.
• Customisation of SLAs with ticket types.

Incentivized

• Some of the built-in functions and workflows are surprisingly limited given the fact that you can customize a lot with JQL. These limited areas do not allow you to use JQL. For instance, the built-in notifications are lacking. They have one that is great-- "notify on critical ticket creation"-- EXCEPT that it does not allow you to notify a group or anything, only individual users.
• The ticket interface is a little odd for agents. Changing the status is not a simple drop down from unassigned to open to in progress to pending, etc. There are a couple of tabs ("investigate", "pending", "workflow") where you can change the status in different ways. Maybe I am just not used to this way of doing it, but I feel like it could be simplified.
• It can get complicated deleting/changing some of the out-of-the-box fields and rules, because you never know what will break workflows or other automated/built-in features.

Incentivized

• Some times slack notifications frequency is not correct.
• Email templates should be provided.
• Also it will be great to have a macro function like excel where people can record the tickets to auto assignment.

Incentivized

I have given this rating because, in my opinion, I don't see any downsides of Jira until now. We can customise workflows based on the project needs, including task workflows. Jira is very extensible, which is one of its most important features.

Incentivized

I gave JIRA a 9 rating since for me JIRA works according to its purpose. Since there is a customer portal, our clients can leave a comment or communicate with us using the PR ticket that way it is easier for us to also request any additional information we need for our investigation.

We chose Jira Service Management due to its easy integrations with the rest of the Atlassian tools, as we have also invested in those. For the price, the ability to add or remove agents, and the cost being reflected in that, it was an excellent medium for us. For the foreseeable future, I do not see us moving off this platform.

Incentivized

Freshdesk is also free to use like Raiseaticket. But when it comes to supporting quality Raiseaticket wins. I had several issues while using Freshdesk but their support team never replied to tickets on time. Sometimes they don't reply to tickets and later close them from their end. When choosing a software you should have knowledge of both pre-sales service and post-sales service quality of the software so that you can choose the right one. So this way Raiseaticket wins from Freshdesk.

Incentivized

• It has allowed us to take on a larger volume of work at a faster pace.
• We have established best practices with the tool that we have taught and sold to clients.
• It has allowed for further collaboration with a larger team.

Incentivized

• Reporting has been a great asset to management.
• Improved SLAs.
• Improved time management of the teams.