“Cloud ticketing”

Pros

Our team needed a ticket and issue tracking tool and it is clearly one of the most commonly used options out there. From a regular user's perspective, it's fairly easy to work with most of the time. It's also nice that, beyond hosting it on-premises, there's a Cloud version available. That takes a lot off the Systems Team's plate since there's no need to manage servers, backups, security, uptime, fault tolerance and all the other infrastructure responsibilities.

Cons

On the administration side though, the product still feels like it has quite a bit of room for improvement. First something as basic as changing a user's Display Name doesn't seem to be possible for an admin. Maybe that's intentional but it's hard to understand why that would be considered a useful restriction. Instead, the system sends an invitation to the user and only after signing up can they set their own Display Name. Second, admins can sign in as another user to test permissions which is normally a very helpful feature. The problem is that with certain functions while still impersonating that user, the system suddenly switches you back to your own account. That gets confusing fast and defeats the whole point. It also would have been a practical workaround for updating the Display Name issue mentioned above. Third, permission setup is harder than it should be. I tried configuring an account for scripting through the REST API and getting the permissions right with only the minimum privileges needed seemed far more difficult than expected. Finally, the REST API itself is disappointing. The online documentation is frequently out of date some calls fail with errors and even when something runs successfully, it does not always perform the action it is supposed to. That means you can spend time writing code that ends up accomplishing nothing.

“Project tracking help”

Pros

For more than two years, our organization has been using this and it has been very valuable for the business. It helps us keep track of progress on daily tasks and ongoing projects.

Cons

No major issues at this point although the GUI could use some improvement.

“Sprint planning”

Pros

Between the stories, task tracking, bug handling, time logging and required fields, the workflow fits together really well. It helps our team stay organized and manage weekly sprints effectively.

Cons

Only thing missing is smarter time tracking when logging time is mandatory. Aside from that, we really haven't run into any issues using it.

“Story tracking”

Pros

Getting started with this tool is very easy. We're able to create user stories and link everything to them, including documents, wireframes, mockups and even Excel sheets whenever needed. It also helps us keep track of defects and client comments all in one place.

Cons

There's nothing specific I'd point out as a downside here. It does exactly what we need it to do for our process and overall I'm really happy with the tool.

“Project hub”

Pros

It feels very user-friendly and fast and it includes pretty much everything needed in one place. You can set up projects, choose and customize them the way you want, create tasks, manage them, assign them to teammates and they receive email notifications right away. It also lets you build nice-looking charts to monitor progress, log time spent each day and keep everything properly tracked. Overall, it's a big management tool that really makes day-to-day work much easier and it's absolutely worth buying.

Cons

I don't see any real downsides. It's a very powerful tool with a clean design and a clear, understandable workflow so most people can figure it out without having to read long manuals. It also helps you track actual work performance and gives peace of mind because all tasks and tickets are stored in one place and nothing gets lost.

“Built for large teams”

Pros

Without a doubt, this is the best issue tracker I've used for large tech teams. It's very customizable and connects with several developer productivity tools which makes it even more useful.

Cons

The downside is that the application can be a bit complicated. You need to spend some time learning the features to really understand how everything works. It also isn't the best fit for a very small team especially one with fewer than four people.

“Full control”

Pros

Running it on-premises gives us complete control and once the workflows are set up, they're very convenient to manage.

Cons

Support and feature updates for the on-prem version can sometimes feel like an afterthought compared with the cloud-based version.

“Flexible filters”

Pros

Right from the start, this tool felt flexible and quick to pick up. The filters are really useful when searching for a specific EPIC, Story, Bug or task and being able to track individual tasks is one of its strongest features.

Cons

One thing that could be better is the lack of custom templates when the same information has to be entered repeatedly. That means starting from scratch every time to fill in identical details again and again. It also sends too many emails which can get pretty annoying at times.

“qTest integration”

Pros

It's a really powerful tool and doesn't take long to learn. The qTest integration is a big plus and makes the whole Agile project management cycle much more convenient.

Cons

Sometimes the filters section can be a bit confusing. Still, overall, I'm happy with it.

“Boards and search”

Pros

The Kanban and Scrum boards give a very clear picture of what the team is working on at any given time. A couple of features get used constantly especially the dynamic filtering of issues and stories during runtime and the recent improvements to the search capability have made the product more appealing and increased user adoption.

Cons

Reporting can be a little complicated especially when trying to pull something like a team-wise list of TO DO tasks. It also takes some familiarity with basic JQL to get the most out of it and there is a limitation on file upload size.

“Organized and easy to use”

Pros

It makes my day-to-day work much more manageable and it's really convenient for tracking and documenting stories and issues in a very organized way. I especially love the filter functionality in the application.

Cons

The UI could use a bit more improvement since there are times when it's not very easy to find specific things I'm looking for.

“Epic tracking”

Pros

Creating epics and linking related stories and tasks works really well. It keeps the work organized and makes things much easier to look up later when you need to find something again.

Cons

At times, the platform can feel confusing and the UI could definitely be better. There are a lot of different pages and proper training is pretty much needed to make full use of all the features.

“Project collaboration”

Pros

Hands down, this is the best tool I've used for project management and collaboration of any kind. It's a must-have, really user-friendly and packed with powerful features.

Cons

Getting the most out of it does take some learning. The interface isn't especially simple at first but the software is powerful enough that it more than makes up for that.

“Easy integration”

Pros

Getting the product installed is pretty easy. Setting it up does require some familiarity with how the product works but overall it performs well and integrates nicely with other add-ons.

Cons

One downside is that support is not included for free although the community forums are available and can help resolve most issues.

“Convenient tool”

Pros

After about two years of using it, I can say it's very convenient and simple to work with. Once you start using it, there's a good chance you'll enjoy it.

Cons

It really needs a free version so people can try it out first, get familiar with how it works and then decide to purchase the licensed version.

“Ticket visibility”

Pros

One thing that really worked well was being able to track exactly where each open item was in the process. Our technical services team used it to manage development issues and whenever we had questions about the next action or when certain features were expected to be released, they would usually send over the case link. From there, we could follow the updates ourselves and pass that information along to our users.

Cons

The downside was that it wasn't connected to any of our other tools so if I was working somewhere else, I had no way of knowing there was a ticket update unless our technical team emailed me the link directly. If it had been integrated with the other systems we used, it probably would have removed that extra step. That said, it may have just come down to how it was configured in our organization.

“Tracking that works”

Pros

Using this has been a huge help for our team across different departments while managing projects. Being able to track progress has made a real difference when it comes to budgeting timelines and keeping larger campaigns cost-effective during the planning stage. One feature that's been especially useful is adding "Watchers," because it means you only get updates on the projects you actually need to follow instead of notifying everyone or having to dig around for a person or project manually.

Cons

Getting started took a bit of time and the UI felt somewhat glitchy in the beginning. It also lags once in a while. Uploading files and photos to a ticket can be a little frustrating too especially if they aren't dragged and dropped in exactly the right place. Having to browse for uploads is always a hassle so it would be nice to see those bugs cleaned up.

“Custom setup”

Pros

One thing that really works well with this application is how flexible it is. It can adapt to the needs of just about any business, no matter the company size. It comes with predefined templates you can start from but the most enjoyable part is being able to customize things to fit exactly what you need. It does take some time to get everything the way you want but the end result is definitely worth the effort.

Cons

Built-in time-tracking feature is pretty weak. The reports it generates are not very useful so we ended up having to purchase a plugin to cover that gap. That also increases the overall cost of the license.

“Work item tracking”

Pros

It works well for configuration management and version control. It also gives detailed ways to store information in the form of work items which makes it useful for organizing project data. Since it's accessible to team members in different locations, everyone can add and update details without much trouble.

Cons

Downside is that it isn't free and you need a license to set up the server and store data. Because of that cost, it's not especially worthwhile for smaller companies.

“Open-source tracker”

Pros

After using it for the past 8 years, I can honestly say it's one of the best tools I've worked with. The biggest advantage is that it's open source and it can be customized really well to match different agile requirements. It also makes tracking user stories and tickets very simple and efficient.

Cons

It's already one of the best tools available in the market so I don't really have any major complaints about the product. If there's one area they could still improve, it would be making the user experience feel a bit more simple.