“frustrating interface”

Pros

One thing it does reasonably well is connect with other platforms like Zendesk which helps when you need systems to work together. I also appreciate that you can enter a ticket name and number and immediately check its current status. At a basic level, it gets the job done for creating, tracking and updating tickets so if all you need is a SaaS tool for easy project or ticket management, it is at least usable.

Cons

Too many quality-of-life features are missing and a lot of them seem to sit ignored for years before being closed as issues that will not be fixed. Some of the most frustrating examples are not being able to open links in a new tab or window, including links to it's own site, not being able to sort tickets by name or title which is terrible when you need to work through them in a certain order and filters timing out after a while so you have to do a full refresh. There is also no simple, visible filter for watched tickets so you are left to figure that out on your own. On top of that, parts of the software feel noticeably slow. I am also not a fan of the forced UI update because it hides even more information upfront which is the opposite of what you want when reviewing ticket details. The Slack apps are another annoyance, constantly prompting you to connect your account without giving you any permanent way to block it, only a temporary snooze.

“customization and integrations”

Pros

Right from the start, it really got this one right. It's easily one of the strongest project management tools available, with loads of customization, the ability to adapt workflows to match your processes and plenty of integrations. On top of that, it fits into a broader ecosystem of excellent products like Confluence, BitBucket and Bamboo which makes it even more valuable.

Cons

That level of flexibility can also make the initial setup and customization a bit challenging when you're trying to tailor it to your needs. A visual tutorial would probably make onboarding much more helpful in that area.

“clear project visibility”

Pros

One thing that really works well with this software is the complete visibility it gives into how far along specific team projects are and how close they are to being finished.

Cons

It's a really good fit for smaller teams since the cost is very low and it can even be free. The downside is that as your team expands and grows, the price of using this management software increases along with it.

“easy task tracking”

Pros

After spending quite a bit of time with this software, I can say it's very user-friendly. Creating a task is simple and assigning it to anyone on the team is just as easy. Once the task is completed, you can also add detailed comments which helps a lot with tracking updates and keeping everyone informed.

Cons

One thing that feels missing is better support for tasks handled by multiple people since it doesn't seem to track all the involved names properly. The dashboard also feels like it could be improved quite a bit.

“simple UI but lacks features”

Pros

The interface is easy to understand and the pricing is reasonable.

Cons

This really isn't suitable as an external ticketing platform. There's no integration with SFDC, the setup isn't very simple to configure and it's not a good fit for large organizations.

“strong API support”

Pros

One of the best parts is how flexible it is. It can be tailored to almost any custom workflow and it handles custom fields and attributes really well. The API support is also excellent which makes external integrations much easier to set up and maintain.

Cons

I think the flexibility can also become its weak spot. It's fairly easy to build workflows that don't feel simple or even put users into dead-end situations where an admin has to step in and fix things. On top of that, the Agile tools still feel a little awkward, likely because they came from a third-party plugin acquisition and the related fields were never fully made native. Pricing can also become a problem over time, starting out is reasonably affordable but once you begin adding extra options, the total cost climbs quickly and competing products can end up looking more cost-effective.

“agile project hub”

Pros

Working with this tool has been really helpful for project management especially in agile IT development. It gives you plenty of ways to tailor the software to fit your workflow, including custom settings and form fields, extensions and hooks for connecting with other tools like Slack and GitLab. There's also a marketplace where you can find or purchase extra plugins when you need more functionality.

Cons

One downside is that the interface can feel a little slow at times and nearly every click seems to trigger some kind of action, like editing a form which gets frustrating when you only want to copy text.

“Easy setup”

Pros

Getting agile projects up and running is pretty easy here. The setup is quick, the cloud options are useful and you can jump into a Scrum workflow almost immediately without needing a bunch of extra steps.

Cons

The pricing feels too high especially for smaller teams. A team of around five engineers will probably end up searching for another tool so it would really help if they offered a free plan for companies at that size.

“flexible sharing options”

Pros

Getting this up and running was easy and the experience for end users has been really great. It also offers a high level of customization which makes it easier to tailor things to our needs and the integration with other sharing platforms is a big plus.

Cons

One area that could be improved is customer support. When issues came up, we often had to dig through support forums or rely on third-party sources instead of getting the help directly from customer service.

“powerful task hub”

Pros

It's been incredibly useful for keeping all of our work organized, from bug tracking and new feature planning to operational to-dos that are more internal to the team than tied directly to the products we build.

Cons

Getting started was tough because the platform is so customizable which made the learning curve pretty steep. The newer generation of projects has fixed many of the issues we ran into by limiting some of that flexibility and honestly that turned out to be a good change.

“project tracking that works”

Pros

Creating and copying projects is really convenient and being able to assign several people while tracking everything through the full project life cycle is a big plus. Duplicating projects takes a lot of the stress out of setting up new tasks when you've already completed something similar before. The filtering tools are very useful too and exporting information works really well.

Cons

Things can start to feel a bit overwhelming when there are a lot of projects on screen at once or when too many issues have been raised.

“task tracking that works”

Pros

Keeping up with the tasks assigned to me is really easy and the customization options let me set things up in a way that makes assigned work even quicker to find.

Cons

I can't think of anything that feels like a real downside.

“helpful feature tracking”

Pros

easy to use and it does a great job of keeping track of feature requests and issues.

Cons

Frequent updates can feel intrusive and often force me to reset my workflow over and over.

“drag-and-drop workflow”

Pros

Managing my tasks feels really convenient thanks to the drag-and-drop functionality.

Cons

User experience could still use some improvement and would be better if it were a bit more simplified.

“reliable team collaboration”

Pros

This is the best ticketing tool I've used and it lets engineering, IT and operations teams work together really well to resolve complex issues on time.

Cons

I honestly don't have any complaints about this software. It's an excellent tool and does exactly what we need for our day-to-day work.

“Organized workflows with room for improvement”

Pros

It does a great job of keeping our workflow organized and supporting our scrum process.

Cons

Subtask setup and parent/child ticket flow aren't as polished as they should be and that part could definitely be improved.

“simple team dashboards”

Pros

After about two years of using it, it has become a really valuable tool for our marketing campaigns, creative requests, task creation and communication with teammates in other departments. We rely on it to open tasks for creative work, bug tracking and marketing activities. The dashboard makes it much easier to monitor tasks across the whole company. Its interface is easy and simple which helps everyone stay updated on what each department is working on.

Cons

The only downside for me is that it seems to suit developers better than marketers. It hasn't caused any major problems in my case but I do wish the interface felt a bit more lively and colorful.

“perfect tracking suite”

Pros

Whether the team is small, expanding or already large, it covers just about every need for agile development, either natively or through a plug-in. The Scrum and Kanban boards are among the most effective I've seen in the industry. I'm especially a fan of the sprint velocity and other reporting graphs because they make team performance very clear. With Tempo, we're also able to see where time is really going and focus our optimization efforts on the areas that help us meet our goals better.

Cons

A few features can be a bit complicated to configure correctly and the choices you make early on can shape how the tool works later. That can become a drawback over time especially when the company starts scaling.

“release tracking win”

Pros

Besides helping me stay organized and keep track of the status of every Sprint task, it's also really useful for managing version releases across different apps and systems.

Cons

One thing I'm not happy with is the newer ticket view. I preferred the older layout where all the ticket information was displayed together at the top instead of being pushed over to the side.

“helpful project tracking”

Pros

It's been really helpful for keeping up with project statuses and documenting progress as work moves along.

Cons

Tracking down specific tickets is pretty difficult and there are times when image uploads to tickets just don't work.