“easy issue tracker”

Pros

Keeping track of issues with this app has been really nice. It's simple to use and the service has been good as well.

Cons

The styling could use some improvement but it's not a big problem and can be adjusted without much trouble.

“roadmapping made convenient”

Pros

Newer projects they've introduced for building product roadmaps have been really useful. Assigning work is easy and that helps a lot with planning and coordination.

Cons

At times, the platform feels pretty slow. It also comes loaded with so many features that it can feel overwhelming and not all that simple to navigate.

“flexible workflow redesign”

Pros

Biggest plus is being able to completely reshape the workflow throughout the entire program.

Cons

The downside is that even small changes meant we had to learn how to rework the workflow each time.

“helpful sprint tracking”

Pros

This tool has been really useful for keeping projects organized and helping project managers or team members stay on top of what needs to be finished in a specific sprint. It also does a good job of tracking task status clearly, whether something is new, active or already completed.

Cons

Up to this point, I've been happy with the features overall but there was one time when the IT server went down and it caused a lot of trouble.

“strong queries but costly extras”

Pros

Query language is genuinely impressive and the user management features are strong as well.

Cons

It gets frustrating because every time I come across something that really should already exist in an enterprise-level BPM tool, I end up finding an enhancement request sitting in their backlog for five years or more. On top of that, there are usually 2 to 5 third-party vendors claiming they can fill the gap. It's concerning to have enterprise processes relying on a platform that feels like it was built by two guys in a garage plus 15 different add-ons. Too many capabilities that should be built into the core product have to be purchased separately and that seriously cuts into the value the platform says it provides.

“Clear task tracking but awkward image handling”

Pros

This software has become a really useful way to keep my work organized and stay clear on what's expected from me, what my teammates are handling and what's coming up next. The Zendesk and Slack integrations are also something I really appreciate.

Cons

One frustration is the inconsistency around attaching images. Most of the time, drag and drop works fine but when editing a comment, you have to manually browse and upload instead. If you try to drag and drop an image while editing, it opens in the page and wipes out the comment you were in the middle of writing.

“developer-friendly setup”

Pros

Getting it up and running is pretty easy and developers genuinely enjoy working with it.

Cons

The initial learning curve is tough the first time around. Some stakeholders especially those outside technical teams, don't really enjoy using it. Also, internal links open in the same tab which drives me crazy every single time.

“kanban keeps teams aligned”

Pros

Getting started with it is very easy and the huge amount of documentation available makes day-to-day use feel effortless. I mostly rely on the kanban feature and it has done a really good job of keeping my team organized and on schedule.

Cons

One weak spot is the limited migration tooling and bringing in outside experts can get pricey. It's worth planning ahead carefully and weighing the trade-offs between the on-prem and cloud options.

“better ticket visibility”

Pros

Having clear visibility into ticket tracking was really helpful and communicating with several team members through the software felt easy.

Cons

At times, more complicated tickets had to be passed around to multiple teams which got a bit confusing and ended up slowing down response times.

“simple ticketing tool”

Pros

One thing that really stands out is how simple this software is to use. You just enter the needed details, fill in a few small fields and the ticket is created. There's no extra clutter or unnecessary information to complete so it doesn't waste your time.

Cons

This might not be an IT-related problem but I always seem to have to log in twice before I can get into the software. That gets pretty time-consuming especially on days when I can't remember my password.

“useful integrations with weak search”

Pros

Creating tickets is fairly easy and it helps a lot when coordinating with other departments to handle issues. The integrations with other tools especially Slack, are also something I really appreciate.

Cons

On the downside, the search function is honestly one of the worst I've used. It's a complaint I keep hearing from other users too and I haven't come across anyone who has had anything positive to say about the search experience.

“perfect project hub”

Pros

Across our development team, we rely on it heavily to run all of our projects. It does an excellent job handling epics, stories, tasks and sub-tasks in an Agile environment. The workflow can be tailored with the right rules to match your team's process which makes it very flexible. Reporting is also one of its strong points, with plenty of built-in options available right away. On top of that, the integration with other tools like Bitbucket and Confluence is very well connected.

Cons

One part that takes a bit of effort is creating sub-tasks and managing them independently. They also do not show up in management reports unless you build some custom reports first.

“backlog and sprint tracking”

Pros

Using it for product backlogs and sprint planning has worked out really well for us. It does a great job of keeping everyone aligned and the board feels a lot like the physical scrum board we're used to which makes the transition pretty natural.

Cons

Beyond the basic tasks, getting around the system is really confusing. The notifications are also way too much. There is some room to customize them but the developers keep complaining about how many they get and now I'm stuck trying to sort that out. It really feels like notifications should be opt-in instead.

“simple syncing with other tools”

Pros

There's a lot of advanced functionality here especially around custom fields, connecting different objects and analyzing historical trends and that has been useful from time to time. It also works very well with other products which makes integration feel pretty convenient.

Cons

At the same time, it feels like the product offers more than we actually need and that can get in the way of the core functionality. We're a small team and use it in a very simple way so the UX doesn't feel especially simple or easy for our setup. I've used other tools that seem like a better match for what we need.

“reliable help desk”

Pros

Even on what I believe is the free plan, it's impressive that we're able to run our full help desk across several boards and departments with it. The recent updates have brought some welcome visual improvements too and features like batch emails have been a nice addition.

Cons

Making changes to forms and boards is frustrating and feels way more difficult than it should be. Everything seems spread out all over the system so instead of handling board updates in one central place, you have to click through a bunch of different links and sections to get anything done. On top of that, both the admin side and the user-facing interface feel pretty outdated to me now.

“strong sprint features”

Pros

From sprint planning to production support, this tool covers a lot. The reports and charts are useful for checking burn-down progress and features like story points, subtasks and member-level progress tracking help keep work organized. It also makes it simple to create backlogs and sprints, then break stories down from larger epics. Communication between the client and the team works well too, with quick access to the information everyone needs in one place. On top of that, bug creation and tracking are great which makes it especially helpful for support-heavy production projects.

Cons

Interface can be a little confusing at first and the mobile app support is not very strong. The filtering tool also takes some time to learn especially since it only searches the card headings rather than everything inside the cards.

“well organized”

Pros

Using it has been a really positive experience. It helps me organize my day, keeps everything structured and makes it nice to have everything planned out for me.

Cons

There are times when the software glitches or runs a bit slowly. I prefer the newer version but some of my coworkers still use the older one so having to switch back and forth can be frustrating.

“reliable every day”

Pros

Day in and day out, I rely on it constantly so it has to be dependable. It really is. Whether I'm opening new tickets or replying to ones I'm already part of, it consistently works without letting me down.

Cons

At times, the interface feels pretty confusing and that can make my day-to-day work more difficult than it really needs to be.

“issue tracking and updates”

Pros

During our rollout of other software systems, this tool was really helpful for managing issue tracking. One thing that stood out was how it kept a full record of the communication tied to each issue, including input from several people on both our side and the third-party vendor's side. It made it simple to check the current status at any point and also review a clear summary of the actions taken and the progress made. The automated follow-up emails to the right people were also useful for keeping things moving.

Cons

There were times when the default automated emails felt a bit excessive. I would sometimes get 2-3 messages just because someone in the other organization had reassigned the issue to another person. That level of notification wasn't really necessary for me and it also wasn't immediately obvious how to disable or reduce those emails.

“fits any workflow”

Pros

It's incredibly adaptable and can be configured around very specific needs, workflows and processes. It works well across a wide range of project management use cases, from support ticket handling and task assignment to budget planning. The platform also scales effectively, whether you're working with a small team or a large cross-functional group.

Cons

Getting started can be challenging because the learning curve is fairly steep and the initial setup really depends on having a clear picture of your workflows and a great understanding of what the system can do. If you're implementing it from scratch, having help from a consultant or an experienced power user is highly recommended.