“Fantastic tracking tool”

Pros

This is exactly what I was looking for. There's really not much to complain about, it's a phenomenal tool for tracking projects.

Cons

Some functionality is still missing unless you rely on plugins.

“Reliable productivity links”

Pros

Great and dependable software that connects well with a wide range of other productivity platforms. It is perfect for my team.

Cons

It's not very simple to use and the dashboards don't offer much flexibility.

“Agile tracking options”

Pros

There are tons of fields and ways to track and organize work and the filters and dashboards can be incredibly flexible and powerful. It fits really well with Agile development too, including UAT testing, bug tracking and related processes. The range of things you can do with it feels almost unlimited.

Cons

Searching for issues can sometimes take too much time and feel more complicated than it should. Because it offers so much flexibility and depth, it can also make things overly complex especially when there are so many fields and attributes attached to each issue.

“Due date prioritization”

Pros

Deadlines are much easier to stay on top of because the tool highlights stories and bugs that need to be delivered within the next couple of days. It uses due dates and priority levels to push the most urgent bugs and stories to the top which really helps keep everything in the right order and makes delivery more organized and sequential.

Cons

Breaking one task into subtasks can make the same story or bug feel stretched out with too many extensions and that can get a bit hectic at times.

“easy client forms”

Pros

The configured fields and customer-facing interfaces are clear and easy which makes them simple for clients to complete.

Cons

Working on the administrative side and handling customization is much more difficult. Our admins regularly have trouble locating the right configuration settings needed to get the result we want.

“Effective sprint boards”

Pros

Our team has completely swapped out whiteboard sprint planning for this system and it's been very effective overall. We rely heavily on the sprint boards and have also been making good use of many of its other features.

Cons

One thing that's missing is ticket versioning. When descriptions get updated through different discussions, it's important to be able to track older details more clearly. You can still find some of that in the history but it's not user-friendly at all.

“great ticket management but workflow gaps”

Pros

Connecting one ticket to another and creating a bug report feels more easy.

Cons

The way tickets move from TO-DO to CLOSED didn't work well for me.

“Filters and shared views”

Pros

The advanced filtering tools are a real highlight especially since you can save custom views and share them with others. That feature is incredibly valuable and makes working with the software much more efficient.

Cons

The downside is that the learning curve for new users is fairly steep and some features are not as simple or self-explanatory as they could be.

“Boards and ticket tracking”

Pros

Being able to link tickets together is really useful and the custom boards make it much easier to keep track of everything. The dashboard is also a big help since it gives me a clear view of all the tasks assigned to me in one place.

Cons

One thing that doesn't work well is attaching images after a ticket has already been created. Dragging and dropping an image onto the ticket doesn't seem to work.

“Broad-feature replacement”

Pros

Compared with the even worse tools it replaced, this one actually gets the job done and can handle what you need it to do.

Cons

It feels awkward and there's more functionality than necessary. In larger organizations, it starts to become just as awkward and tough as the system it replaced, like SharePoint.

“Agile tracking done right”

Pros

This project management tool has been excellent to use. Tracking work is simple and easy and it fits agile methodology really well. Everything has worked well for me so far.

Cons

I honestly haven't run into any issues at this point. Up to now, it has been all positive.

“Cross-team project tracking”

Pros

It started out for us as a software development tracking tool and that is still its primary use. At the same time, it is flexible enough to be adapted for many other teams across the company, not just development. Finance, Marketing, HR and others can all use it to track internal projects, tasks and goals effectively.

Cons

Stepping outside the default workflows and fields does take some time to learn. If you want to build custom fields, templates and workflows that fit your team best, there is definitely a learning curve involved.

“Fantastic UX and customization”

Pros

Compared with most internal tools I've used for ticket tracking and reporting, this one has a much better user experience. It's also customizable enough to match what your team actually needs which makes it a lot more useful day to day. On top of that, dragging and dropping or copy/pasting images and documents for extra context is really convenient.

Cons

Formatting can be a little awkward sometimes and that's one area where I think the software could be improved.

“Powerful project control”

Pros

Right from the start, this tool feels very powerful and packed with features for managing projects and collaborating across departments as well as with external clients. It offers plenty of customization options to fit different needs and new features seem to be added regularly. It works really well for planning, handling tasks and managing tickets. There's also a lot you can do with time tracking and the integrations with Bitbucket and similar tools are great. Being able to tailor dashboards has also helped me improve and organize workflows more effectively.

Cons

One downside is that the learning curve is fairly steep especially for something positioned as a project management tool. Permission schemes can also be quite complicated and take time to fully understand. In practice, you really need a few trained users who can help with support and with setting up new projects. Better search functionality and command-line add-ons would also be a welcome improvement.

“great tracking but heavier admin”

Pros

One thing this software does well is let us log and monitor all SPRs, improvements and new feature requests in a consistent and timely way. That makes it much easier to pull KPI reports and statistics whenever we need them.

Cons

The interface is not always simple and the administrative side can feel quite heavy at times.

“Simple UI with limited depth”

Pros

Right away, the interface feels very easy to use, task assignment is uncomplicated and the setup fits well with an Agile way of working.

Cons

On the downside, work-in-progress reporting isn't very simple and the tool feels a bit too basic when you need to manage more complex workflows.

“Thorough project visibility”

Pros

One thing that really stands out is how comprehensive this application is. You can attach documents, track multi-story epics and keep work moving efficiently from start to finish. It also gives a clear high-level view of projects across an entire organization, a department or even a specific team which makes staying aligned much easier. On top of that, monitoring project progress is very easy.

Cons

With so much information packed into the platform, getting around it can be challenging at times. The search functionality also needs to be improved.

“Flexible issue features”

Pros

We used it to track issues and one thing that worked really well was being able to create fields based on the exact information needed. It was also helpful to view updates, assign or tag people in those updates, track progress and look back through the full ticket history.

Cons

The harder part was building dashboards and not being able to share them with other people very easily. It also takes some effort to figure out how to set up certain dashboards so they show the information you actually need.

“Issue handling works well”

Pros

Creating issues is easy and it does a good job of helping with assigning them to the right people and getting them resolved.

Cons

It feels a bit more complicated compared with other ITSM tools I've used, such as ServiceNow and BMC Remedy.

“Strong SDLC but costly support”

Pros

The SDLC (systems development life cycle) processes work really well and have been quite successful.

Cons

To raise customer satisfaction, the product needs added help desk processes. The downside is that bringing in new services is too expensive.