“highly configurable and flexible”

Pros

One thing that really works well is how configurable the system is. We've been able to tailor it closely to our specific needs and when something needs to be adjusted making changes is pretty easy.

Cons

Better prioritization would definitely help. At times, that part of the system can be a bit difficult to work with.

“custom workflows and helpful alerts”

Pros

The email notifications are really useful and the custom workflows give plenty of flexibility for organizing work the way it needs to be done.

Cons

Even though it promotes itself as "Agile," actually working in an Agile way with it is frustrating and almost impossible. It doesn't handle Kanban or Scrum well and the Agile-related features just don't seem to fit into everyday use.

“fast task planning and prioritization”

Pros

Keeping projects organized is easy and planning daily tasks while setting priorities works efficiently. It feels quick and accurate which makes managing projects much more convenient.

Cons

A yearly filter would be really helpful or at least a better way to archive projects for longer-term organization.

“keeps everyone aligned”

Pros

It keeps the whole team on the same page so everyone knows their goals and exactly where things stand in the project.

Cons

There are just too many required fields. The software includes a lot of features and that means a lot of information has to be filled in just to use it.

“complicated navigation”

Pros

Administration side is really pleasant to use and quick to get comfortable with. Technical support is very responsive which is a big plus. There are plenty of extensions available to connect it with different tools like O365. Email notifications are useful and the quick overview of created tickets helps a lot.

Cons

At times, the menu structure feels a bit complicated to understand. The Confluence page is also not very well received by users.

“great for development teams”

Pros

This has been an awesome tool for tracking software work especially during development.

Cons

Since our team works in Agile, it has been really helpful for the way we manage things.

“powerful and flexible”

Pros

Interface stays simple to navigate yet it still offers plenty of powerful options. Custom workflows, dashboard setup and filtering for reporting are especially useful and make the platform feel very capable.

Cons

One thing that slows me down is writing queries since I sometimes have to look up keywords online because that part isn't very easy.

“easy team collaboration”

Pros

Working on tasks and projects together with team members is really easy and it makes collaboration much easier to manage.

Cons

At first, it feels a little complex and not that simple so it takes some time to get familiar with how the product works.

“flexible project tracking”

Pros

As a collaborative ticketing and software development project management tool, it works exceptionally well. The ticket customization and project configuration options are powerful and give teams a lot of flexibility.

Cons

One limitation is that a single ticket can't be assigned to multiple epics. Having the ability to share one ticket across several epics would be a major improvement.

“saves time every day”

Pros

Using it saves a huge amount of time. The interface is easy and the integrations with other products work really well which makes daily work much more efficient. It's also an excellent documentation platform and has become the go-to reference point for software development teams, for very good reasons.

Cons

The pricing can be hard to justify and some parts of the licensing model are really frustrating. For instance, you can't always use plugins for just a limited set of users and pay only for those users. In some situations, that may be understandable but in others, it feels completely unreasonable and becomes a real obstacle. We also ran into a bad issue when upgrading during an active license term. We purchased a 2-year license, without any discount compared to the 1-year option and within the first year, we already had to increase the number of licensed users. That forced us to upgrade but there was no way to recover any value from the unused portion of the original license. Because of that, I'd strongly recommend never buying more than a 1-year term. Another major downside is the recent push toward the cloud. We've always used it and other products in general, on-premises. It's latest direction is effectively forcing customers away from the on-prem solution and that simply doesn't fit what we want or are able to do. I'm sure this will be a problem for a number of European organizations as well, where moving to the cloud is not easy from a GDPR perspective or just isn't a business priority.

“packed with useful features”

Pros

Day to day, we rely on it to manage issues, feature changes, IT requests and more. The system is user-friendly and comes with plenty of practical features, like showing tickets only to selected teams and hiding comments when we don't want clients to see them. It also lets us prioritize tickets and assign target dates based on urgency or business needs. The Outlook integration is helpful because it keeps us updated with timely notifications whenever there is activity on a ticket. Another plus is the ability to build dashboards which makes it easier to review team performance and project progress. We're also able to import test scripts from Excel using third-party tools such as Zephyr which adds flexibility.

Cons

One area that can be frustrating is setting up filters since they do not always return the exact results expected. Exporting tickets to Excel also tends to ruin the formatting which makes the output difficult to read and work with. On top of that, adding steps and building test scripts feels tough because basic functions like cutting or copying rows are missing.

“costly with add-ons”

Pros

It handles the basic job of entering tasks and assigning them across team members and the reporting is fairly great too.

Cons

A lot of the more valuable or practical features seem to depend on separate add-ons and the per-user pricing can become a problem especially for smaller companies.

“better team visibility”

Pros

Being able to see the tasks I'm working on alongside my colleagues' tasks was really helpful.

Cons

There was more information in the software than felt necessary.

“requires extra add-ons”

Pros

It's a great tool that gives the whole team a clear view of what's going on across projects.

Cons

To really unlock everything it can do, you end up needing to pay for a lot of add-ons.

“feature rich platform”

Pros

For project and ticket management, this platform clearly benefits from being around for a long time. It's packed with features, very capable and connects well with a wide range of other software.

Cons

Getting started can feel a little overwhelming for someone using it for the first time and the navigation seems more cluttered now than it used to be.

“helps keep work organized”

Pros

This platform has been incredibly helpful for handling time management organizing issues and planning deliveries across the board.

Cons

Pricing is the only real downside especially with the ongoing increases but it still feels worth paying for overall.

“easy communication tools”

Pros

At this point, I've only used the software in one role but its biggest strength has clearly been how user-friendly it is. That stands out most when it comes to generating quick communications and delivery estimates. It also syncs with my email which helps keep me included in every step of the process.

Cons

There is however, a slight disconnect on the rare occasion when a ticket doesn't fully come through in the system. When that happens, the action basically gets lost unless someone brings it up and follows through on it. The fix is usually to track down the ticket and submit it again. It has only happened once or twice though so overall my experience has still been positive.

“Excellent integrations”

Pros

One thing that really works well here is the integration capability. The API is incredibly extensible so creating issues automatically is very doable. It's also very simple to use and having multiple dashboard options like Kanban and Scrum makes it adaptable for different teams. On top of that, you can configure workflows differently for each board without much hassle. Access provisioning is also very easy for admins.

Cons

My only real complaint is the pricing especially for add-ons. Since the cost is based on the number of users, it becomes frustratingly expensive for large organizations with thousands of employees.

“Useful project insights”

Pros

Throughout the software development life cycle, this tool has been really important for us. It presents the overall health of the project in clear figures which makes it much simpler to understand the facts and draw conclusions from the data.

Cons

There are still a few features missing that we sometimes run into as an organization. It would be better if the software included those features as optional additions.

“Easy ticket submission”

Pros

Everything needed to submit a report or open a ticket is already there which makes the system very easy to use. The links also include the exact details that need to be filled out so the tech support team can clearly understand the issue and provide a faster resolution.

Cons

At times it feels a bit laggy on my side although I'm not sure if that's due to my internet connection. Aside from that, I think the platform is doing well.