“Setup and reports”

Pros

The platform gives a lot of flexibility when setting up projects and configuring fields and creating tickets and running reports is very easy.

Cons

One thing that could be better is having a simpler way to identify project ownership and request access to be added.

“Quick setup”

Pros

Getting started and keeping it running is easy when you have a smaller number of users and new users can be brought up to speed on it pretty quickly.

Cons

Tailoring everything to match your specific needs can take a bit of time.

“Easy ticketing”

Pros

Day to day, this is the tool I keep coming back to. We create a high volume of tickets with it, track them through resolution and close them once everything is sorted out. It's an excellent tool and very user friendly to work with.

Cons

there isn't much to dislike about it because it's very user friendly overall. If I had to point out one thing, it would be that there are quite a few lines and fields to complete before submitting a ticket. That said, it makes sense since each department needs different information filled in based on its requirements.

“Tracking standard”

Pros

When it comes to issue tracking and resolution, this feels like the gold standard. We rely on it for large-scale testing projects especially ERP upgrades and multi-department initiatives and it does an excellent job of keeping issues and their resolutions organized and visible.

Cons

Getting everything in place does take work though. Setup, configuration, tracking and ongoing issue management all require a fair amount of effort so it really makes the most sense when the project is large enough to justify that extra overhead.

“Real-time tracking”

Pros

Keeping up with open requests has been much easier with this tool. Whenever needed, I can share updates using the ticket ID and keep my status current. It gives users a way to raise an issue and assign it directly to the right team member. Any new activity triggers a notification which helps everyone stay informed. Since it works in real time, both the user and the reviewer can continuously track the progress of an issue without losing visibility.

Cons

Personally, I haven't run into any problems with the tool and it has consistently helped me stay within my SLAs which is a big plus. Updates come through on time whenever something comes up and the customer support has also been very good.

“Powerful features but requires careful setup”

Pros

Feature-wise, the product does what it's supposed to do and comes with plenty of plug-ins that add more value for the money. When it's set up properly, it's simple to use and works the way you'd expect.

Cons

Most of the challenges came from our side but it still takes quite a bit of effort to get the most out of the product. You really need to plan things out and manage the implementation carefully to use it effectively.

“Roadmap planning”

Pros

Getting started with it is very easy especially for someone new to the tool. It makes it simple to map out the high-level roadmap and I also appreciate being able to set up rules that automatically change an issue's field or assignee depending on which column it gets moved to.

Cons

Roadmap still has to be updated manually when you want those changes reflected in BigPicture for the tasks and epics underneath.

“Startup-friendly ticketing”

Pros

Right from the start, the UI and UX feel simple. It lets individuals subscribe to tickets, collaborate with others without hassle and keep everything organized and manageable. For startups, it really feels like the standard.

Cons

At times, it can still get a little confusing because it's so customizable and packed with so many features.

“Agile essential”

Pros

Across our Agile software development and Scrum work, this has become a must-have tool. We rely on it for backlog planning and refinement, assigning user stories, Agile reporting, tracking sprint velocity and sprint progress and monitoring overall product release progress.

Cons

Downside is that it can be slow at times. It also doesn't offer strong enough documentation when you need help troubleshooting issues or customizing dashboards.

“flexible project permissions”

Pros

The customization options and user access permissions are really useful especially for managing projects with different team roles. It's also simple to work with overall which makes day-to-day use much more convenient.

Cons

The biggest downside is the speed since it can feel a bit slow at times. Updates are not very convenient either and the mobile app still falls short because it doesn't support all of the features properly.

“perfect visibility boost”

Pros

Across our engineering teams, the Agile views are really powerful. They help everyone coordinate their work, move tasks through to the intended goals and keep execution flowing well. It also makes bottlenecks much easier to spot which helps a lot with planning and delivery.

Cons

Getting the software set up and configured takes a bit of effort and the interface is fairly complicated at first. It definitely requires some practice before the GUI starts to feel familiar.

“helpful file sharing”

Pros

Working with other users is really convenient and being able to exchange documents and files makes collaboration much better.

Cons

It would be even better if more tip and hint icons were added to help users understand and use its features more easily.

“mobile reports that help”

Pros

Reporting issues through this takes hardly any effort at all and the mobile app is really handy when I'm working away from the office too.

Cons

I'd still like the mobile app to include more features. The file upload size limit is also restrictive so I have to shrink or crop files first which ends up taking time away from actually reporting bugs.

“cross-team ticketing”

Pros

Being able to submit tickets to other departments on behalf of my teams has been really useful. The ticketing system itself is fairly easy although training employees to use all of the different features can still be a bit challenging.

Cons

One issue I've run into is logging into certain IT pages or tickets directly without first going through the main login page. That has created some inefficiencies.

“easy setup and clean UI”

Pros

UI felt simple and learning to use it didn't come with a frustrating learning curve. Getting everything set up was quick and managing the system afterward has been absolutely phenomenal.

Cons

I just wish plugin standardization was a bit better.

“great sprint tracking”

Pros

Running our teams' agile sprints through this has worked really well. It makes tracking and documenting stories and tasks very easy and when something new comes up, it's simple to drop it into the backlog so nothing gets missed. During sprint planning, it gives us a clear way to sort through outstanding work, prioritize it and move the right items into the next sprint. As updates happen, whether that's new work being added or items moving through the workflow, we get alerts and can keep up with progress without much effort. It's also helpful to quickly see what teammates and even other teams are currently working on.

Cons

Adding a new task still feels a bit awkward, both on the web version and in the mobile app. It would be much better if the common settings could be prefilled by default since there are usually 5-6 fields that end up being the same almost every time. Things like the project, current sprint, whether it's a story or task, the assignee and similar details should really be able to default automatically.

“kanban and bug tracking”

Pros

Switching between projects is very easy and having the Kanban board available makes it much easier to keep track of improvements. The defect tracking feature has also been really useful.

Cons

One thing that gets frustrating at times is moving between accounts when I need to use both company and client credentials. I have to log out, sign back in with the other account, choose the product again and then reopen the issue I was reviewing. That whole flow takes too long and it would be much better if the system brought me back to the same page after logging in again.

“helpful knowledge base”

Pros

With its great and style-focused interface, it gives teams a practical way to submit requests through a easy, form-based ticketing system, along with an FAQ knowledge base that covers common topics well.

Cons

Search could definitely be smarter since it sometimes misses articles or requests even when you type the right terms and the initial setup could be simpler to roll out.

“great task manager”

Pros

Right from the start, this has been very simple to use. It works really well as a daily task management tool, the notification system is very reliable and it's also very mobile-friendly.

Cons

There really isn't much to complain about. It's easy to use, covers all of our requirements and integrations with other systems are possible with a little bit of tweaking.

“reliable project tracking”

Pros

One thing I appreciate most about this software is how practical and dependable it is for project management teams. It works well for tracking products and it also supports bug tracking along with agile project management which makes it very useful overall.

Cons

One downside is that the agile boards and backlogs can take quite a while to load and run.