“quick ticket creation”

Pros

Creating tickets with this is really fast which is essential for staying on top of my work. It works well whether I'm tracking one-time tasks or managing something that's ongoing.

Cons

The file organization inside tickets could definitely be better. After a few days, it gets hard to find what I need and linking sub-tickets feels a bit confusing.

“easy sprint planning”

Pros

Right from the first login, everything feels very easy to use. It works really well for sprint planning and prioritizing user stories and overall it helps teams manage and collaborate on software development effectively. It's also a very great platform for test management and the bug reporting and tracking features work really well.

Cons

One limitation is that testing requires installing an extension. It would make the user journey much better if those features were built directly into the platform.

“organized sprint management”

Pros

Planning and managing sprints in an agile environment becomes much more organized with this tool. It makes it simple to maintain user stories from both the current sprint and the backlog while also keeping development and testing tasks easy to follow. Issue tracking is well handled and the reporting feature is useful for checking task status as well as the hours each team member has spent. It also supports creating project metrics which adds a lot of value from a tracking and management standpoint.

Cons

There is a bit of a learning curve for new users so it can take some time to understand at first. Once you get familiar with it though, it becomes one of the most essential tools for project tracking.

“unreliable Outlook integration”

Pros

The interface is easy and the macro design is simple enough for users to build interesting workspaces for their tasks.

Cons

Any time the system gets an update, the integration with Outlook apps tends to crash right away which is frustrating for collaboration.

“adapts to your workflow”

Pros

It's highly flexible so we can tailor it to fit our team's specific needs. It also works really well for keeping track of projects and tasks.

Cons

The UI could definitely be improved. At times, linking projects and items feels confusing. I'd also like to see an option to mute notifications. For example, if I'm only watching something, I should be able to choose when I get notified.

“helpful project dashboards”

Pros

Using this has been a really positive experience overall. The interface feels user-friendly and the part I enjoy most is the project dashboards. The issue filter is convenient as well. I also use TestLink and being able to integrate it here is honestly a lifesaver. Their customer support is very good too, they get back to us much faster than support teams from many other software platforms. Another improvement I really appreciate is the new bug reporting template and view. It takes very little effort to log a bug now and the dedicated sections along with the formatting options are very helpful.

Cons

One problem I have run into is with the hotkeys. In the issue tracker, when I type certain keys, it sometimes reads them as hotkey commands instead. That can trigger unwanted actions in the window, like collapsing the side navigation.

“Easy ticket customization”

Pros

Creating and customizing tickets for issues in our software has been really easy and the number of integrations available is impressive.

Cons

Getting around the platform can be a bit tricky at times though it feels like they've made great progress in improving that.

“Handy Kanban boards”

Pros

Kanban board has been really useful and easy to work with. It gets the job done, makes tickets simple to view and sort and the dashboard layout is a big plus since everything shows up in one place. It also works well for managing our sprint planning and marketing tasks.

Cons

Nothing major has come up yet because it already feels like a really great tool. The Slack integrations are good and the only thing I'd still like to see is an integration with GitHub as well.

“Saves time for developers”

Pros

One of the biggest advantages for me is how well this software connects with Bitbucket and Confluence. It's really helpful not having developers manually update ticket statuses several times a day. When I'm juggling multiple tickets, I can link my pull request to the IT ticket and the status updates automatically in the kanban board or sprint. That saves developers a lot of time especially when they're focused on coding and already busy.

Cons

At times, the Bitbucket and IT integrations do not work properly for every ticket. When that happens, developers still have to manually update some tickets and that ends up taking extra time.

“Confusing interface”

Pros

Assigning tickets to people, sprints and other items is easy and the tool itself is quite powerful with a wide range of useful functionality.

Cons

Even with all those features, the UX is awful and not simple at all. That makes simple tasks harder and more time-consuming than they should be. On top of that, the tool does not offer any prioritization feature.

“All your work in one place”

Pros

Having everything in one place really helps, tasks and user stories are simple to manage and I can create bugs, log incidents, check reports and status updates and run sprints without switching tools. It works well as a single platform for the whole process.

Cons

The downside is performance. At times, it won't let me add comments or reassign a task especially when there's a parent-child relationship involved.

“Better team communication”

Pros

Having a tool like this makes it much easier to stay connected with the development team and work together on resolving critical customer issues. I really appreciate the email notifications too since they keep me updated whenever the status changes or someone adds a new update to a reported issue.

Cons

Overall, the UI could use some optimization so newer users do not struggle while getting started. The mobile app also still needs a bit more polishing.

“Easy defect tracking”

Pros

Keeping tabs on defects and user stories is very convenient and it makes that part of the work really easy.

Cons

One thing I'd really want to see improved is the export feature. It would be much better if test cases and user stories could be exported with more customization options.

“Custom help desk setup”

Pros

We used this software to build an attractive, highly functional ticketing system for a student and parent help desk at our educational organization. Being able to set up categories and customize it to match our brand colors was a big plus.

Cons

Getting everything set up at the beginning took a little time. There was a learning curve in understanding how the system was structured so I could adjust the default settings and customize it the way I wanted.

“Keeps projects organized”

Pros

Managing work in IT isn't simple especially with agile in place and several smaller projects running at the same time. This tool has been one of the most effective ways to keep those projects organized. It has made assigning tasks and managing them much more practical for managers and stakeholders. Just by looking at the IT board, a stakeholder can quickly check the overall progress and current status of an active project.

Cons

Because the platform includes so many features, it can sometimes be hard to fully understand everything it offers. It's possible to lose track midway if you're not already familiar with all the functions.

“Built for complex teams”

Pros

Feature-wise, this platform packs in a huge amount. The strongest part is the massive range of combinations, the sheer number of possibilities, plus all the insights and clever tricks you can use inside the system. It includes built-in tracking, kanban boards, lists, planning, direct chat through Stride and even the ability to work with Git straight from each project or issue. The newer UI is also a welcome change. It recently received an update with a new chat tool replacing Hipchat and a redesigned task interface. From what I can tell, the company is moving in the right direction and making better use of the platform's full potential. Customization is another big advantage. Even though it feels confusing at first, that complexity hides a lot of features and many of them can be adjusted and tailored to fit specific business needs. It's a very strong solution for a large corporation with multiple departments, hundreds of employees and countless issues and tasks every day. In pretty much every other situation though, it can turn into a nightmare.

Cons

Pricing model for add-ons is frustrating. You can have 100 users registered in the system, with an extra feature being used by only a small group of power users and still end up paying the license fee for all 100 users. That is really annoying.

“Lots of flexibility”

Pros

One of the biggest advantages is the wide range of features it offers. You can do just about anything with it and it gives you a lot of flexibility through customization.

Cons

That level of functionality also brings some complexity. At times, it can be difficult to use or set up properly. In our environment, it also tends to get a bit slow now and then. If you decide to self-host it, you'll need someone from IT to maintain it. There is a cloud version available too, as far as I know.

“Works across teams”

Pros

Across different teams and companies, this software has proven to be a really good option for handling project tasks. It's simple to use and works well for managing many different kinds of tasks across projects.

Cons

Its Agile plugins don't really meet current industry standards. They're quite difficult to work with and because of that, users generally aren't very interested in using them.

“Quick to learn”

Pros

Getting started with it was very easy but it still offers plenty of flexibility and useful features. Since I had previously used CA Agile, I was genuinely surprised by how quickly I was able to learn it, work with it and manage it within a large, fast-changing product group facing complex work and extremely tight deadlines.

Cons

I have run into a few odd connectivity problems and screen refreshes can be slow at times. Other than that, the only downside is not really with the product itself, I just haven't had enough time to dig deeper into more of its features or explore the other solutions it provides.

“Highly customizable”

Pros

This IT Service Management tool is highly flexible and it lets you build very complex workflows even with some cloud integrations which cover most business requirements. The part I appreciate most is the customization.

Cons

A few of the better features are not included by default so extra add-ons are required. For more advanced validations and similar needs, Groovy scripting is also necessary.