“helpful project tracking”

Pros

Our external marketing team relied on it to manage requests and projects and it was easy to work with. Keeping track of which project tasks were finished and which ones were still pending was simple and clear.

Cons

It worked but I don't think it was the ideal fit for our particular business case. Most of the other times I've seen it used, it was with development teams tracking product progress. Using it with a marketing team to manage campaigns just wasn't as effective as it could have been.

“workflows for teams”

Pros

Coming into the company as a new user, I started working with a system that had already been in place for years and was mostly used by our application team during development. I ended up customizing a workflow for the Server and Infrastructure Team so they could use it as their project management solution and now it's part of their daily routine for managing projects. The best part is how configurable the software is since it can be adapted to match very specific needs without much trouble.

Cons

Nothing to dislike yet. If I had to point out one thing, I'd say I wish more functionality was included out of the box instead of needing to look for plug-ins to handle certain features.

“clean design”

Pros

Right away, the functionality and design felt well thought out. It's a great program overall and I can see myself continuing to use it for the long term.

Cons

There are plenty of competing offers and programs out there so choosing one today really comes down to comparing pricing with your specific needs.

“versatile communication”

Pros

It comes with a lot of useful capabilities that fit different kinds of teams. I use it from a customer success and operations perspective to stay in sync with both our science team and our development team. Those groups work in very different ways when it comes to communication but the platform handles both really well.

Cons

User experience could definitely use some work. Going back through old IT tickets and trying to locate specific information inside the platform can be difficult.

“workflow turnaround”

Pros

This has taken care of what used to be a nightmare in our work processes. At this point, we honestly see it as a lifesaver and I'm really glad we made the switch because it pushed the organization in a completely better direction.

Cons

There are still a few bugs here and there but they usually get fixed after we remind the developer about the issue. Other than that, if you know how to use it, it's pretty easy.

“centralized ticketing”

Pros

Having one centralized place to raise and track issues is a big plus. The software is clear, easy and simple to use which makes day-to-day work much more convenient.

Cons

Search could definitely be improved especially when there are 200+ tickets in the system. It would help a lot to have more filters, such as created by a specific user, last updated, date created and similar options. The ability to save or manage task filters would also be really useful and would make narrowing down search results much easier.

“elegant and customizable”

Pros

Right away, the design feels very elegant and that's one of the things I enjoy most about it. I also really appreciate how much freedom it gives you to customize different parts to fit your needs.

Cons

Some parts are quite complex and I can see how it may look overwhelming for new users at first. It also takes a long time to adapt if you want to do anything beyond the basics.

“enterprise-ready features”

Pros

This tool a feature-packed platform that's still simple to work with and it comes with plenty of enterprise-level capabilities that are useful for managing a large organization.

Cons

UX/UI isn't its strongest point. The interface gives off more of a corporate banking office vibe than something built for software developers. Still since it's clearly made for large companies with lots of employees, that very enterprise-style feel is somewhat understandable.

“helpful global overview”

Pros

It provides a really great overview when you're collaborating on a project with a team spread across different parts of the world.

Cons

Since we were using this as an additional tool, I personally didn't run into anything that really bothered me.

“great feature tracking”

Pros

It's become essential for defining features and keeping tasks organized. The ticket structure and naming conventions feel like the industry standard now.

Cons

Markdown format is different from GitHub's so there's a bit of an adjustment period. Assigning a ticket to two users for pairing also seems either unsupported or harder than it should be.

“clean interface with options”

Pros

Right from the first use, it felt approachable and never overwhelming. The customizable functionality is also a big plus and adds a lot of value.

Cons

This may not be entirely due to the product itself and could be related to the browser or internet connection but it can be quite slow at times and I often end up waiting for pages or components to refresh.

“trusted team standard”

Pros

Fits well with most project management approaches and has become an industry standard so finding answers online is usually easy. Since so many teams already use it, new employees often need little to no training to get started.

Cons

Navigating between issues and bugs can feel pretty slow and a lot of time ends up being spent waiting for pages to load. The workflow templates and schemas can also feel overwhelming when all you need is a simple management process.

“top bug tracker”

Pros

Out of all the tools I've used for reporting and tracking bugs, this is the best one I've come across. It lets supervisors and managers keep track of bugs reported by agents from anywhere which is especially useful in a large company or MNC setup.

Cons

It still feels a bit outdated though. The UX could definitely use some improvement and it would be helpful to add features like autofill for certain bugs, similar to how GCIC works.

“excellent value”

Pros

There's always a bit of confirmation bias when reviewing something you've already committed to but adopting this really was a smart move. Over the past few years, the product has matured a lot. When we first came on board, it was still an early FOSS option and didn't feel truly enterprise-ready. Cost was the original reason we chose it but it has developed it significantly since then. With external directory integration, tiered hosting choices, MSP-focused capabilities and plenty of customization, I honestly can't think of another tool that matches its value. My favorite part is the ROI. We rely on it to handle service desk interactions for more than 25 MSP clients and it has never let us down. It costs us less to run than our weekly staff meeting pizza and the integration with other products is outstanding.

Cons

The branding customization side is still disappointing in a lot of ways. You can't properly resize or edit logos, promotions are too visible throughout the interface and redirecting customer portal URLs to an MSP's domain requires awkward, awkward DNS workarounds.

“mobile issue tracking”

Pros

Having documentation software available on mobile is a big plus because it helps users stay on top of different issues, upload various test scenarios and track system enhancements on the go. It also makes communication with third-party vendors and developers much more convenient. Another useful part is the variety of status tags for each document entered which helps keep everything organized. On top of that, assigning documents is more manageable making it simpler to monitor every change made, with email notifications helping users stay updated.

Cons

One downside is that it depends heavily on having a strong internet connection to work properly, otherwise, it can take a while to fully load.

“extra manual work!!”

Pros

Working as a Project Manager, I can say this software is useful for pulling together all the different action items that need to be managed.

Cons

A few of the features fall short. It also doesn't notify you when items become overdue which creates a lot of extra manual work for the staff.

“incident and story tracking”

Pros

One of the biggest advantages is being able to create incident stories from an external system through RESTful services. It also does a great job of managing tasks, stories and reports which makes day-to-day work much more organized.

Cons

The licensing is definitely on the expensive side especially since there are a few open-source ALM tools available. That said, the feature set really does justify the price although for small-scale users the cost can still feel quite high.

“clean UI and features”

Pros

Right from the start, it's been very user-friendly and easy to work with. There are plenty of customization options which makes it flexible for different needs. Customer support has also been great whenever needed. I use it every day and it keeps pace well with how the software industry keeps changing. It also comes with some really cool features and the UI feels polished and pleasant to use.

Cons

It would be even better with desktop notifications or at least more control and filtering options for notifications. Having a visible online/offline status for users would also be helpful.

“ticket views with wiki support”

Pros

Having multiple tickets visible in a single view is really helpful and the wiki integration adds a lot of value. The customized reports and tailored ticket views also make it easier to work the way we need.

Cons

It does feel a bit old and outdated at times. It could really use a refresh and some new features to make it feel more current.

“more than a helpdesk”

Pros

It goes beyond basic helpdesk use which is a big plus. You can also use it for change management, task tracking and other processes so it feels flexible and expandable rather than limited to just one purpose.

Cons

The interface is not very simple so getting around the system can be frustrating. It also runs fairly slowly and there's an annoying issue where text entered into a text box can disappear if you switch to editing another field before finishing.