Jira Service Desk is an IT service management software solution that assists IT and service teams in incident management, problem management and change management. The solution offers both web-based and on-premise deployments.
Jira Service Desk’s self-service feature enables customers to self-resolve tickets and queries by accessing the knowledge base. In addition, the system allows service teams to automate repetitive tasks and focus on important queries.
Jira Service Desk’s reporting features create dashboards provide performance metrics that enable timely corrective actions and prevent bottlenecks. This solution also enables real-time collaboration and assists in sharing information within teams.
Jira Service Desk integrates with Hipchat to provide real-time alerts and notifications that can be accessed from mobile devices. In addition, the system provides numerous add-ons such as Zephyr, Scriptrunner, Sauce, Testrail and more.
Lauren from Voxable
Specialty: Software / IT
Employees number: 2-10 employees
That it is so versatile and customizable, and solves so many problems for our business. It helps us have a clear view of all the tasks going on with our team.
It can be a bit confusing to configure, and because it has so many configuration options, I can get a little lost in figuring out the best way to make it work for me.
Yuki from Ohana Inc
Employees number: 10,000+ employees
Jira service desk helped my team enter customer satisfaction and bug issues . This was easy to use and a place to add comments
The only issues we had was adding new functionality. We had to learn workarounds for what we wanted.
Britnie from Rosetta Stone
Specialty: Software / IT
Employees number: 501-1,000 employees
Not as easy as it should be to find what I am looking for on the site.
Maarten from Persgroep
The integration between their tools is awesome. Obviously JIRA Service Desk uses JIRA in the back, which gives you all the powers of a regular JIRA project.
But that's not all! You can link your JIRA (Service Desk) with Confluence (knowledge base), HipChat (quick and easy communication via chat), and much more.
The product is only a couple of years old and has been growing a lot. Until a couple of months ago we were really missing the WYSIWYG editor for customers logging a request but as usual Atlassian has resolved that issue by releasing a new version that includes this WYSIWYG editor.
Basically the way I would start evaluating every piece of software. Start small, grow big. So start using JIRA Service Desk within a single team with a small amount of end-users they are supporting. Believe me when I say, these end-users will start asking to use JIRA Service Desk at other places as well. (At least that's what happend at my company)
1. This application comes with all the usual Atlassian goodies - customizations of screens(what elements like dropdowns and their contents) to customization or workflows(screens and/or status).
2. Plus the integrations, with other JIRA/Atlassian products is a major plus - not that it is hard to connect to other vendors' applications.
3. Pricing is another major advantage. So even if you are a 10-15 member team in a big company or a 15 odd people company - you have the right pricing slot.
4. Atlassian have also improved their security with whitelist and also with features for data collection/integration/gathering - you can be sure of the data security, with strict control on exposing only what is needed to external world.
5. Ease of customization is also a major plus with this.
Alex from ITNOVE.com
Employees number: 2-10 employees
I have deployed Jira Service Desk at a big online university in Spain. They had already other Atlassian products such as Jira and Confluence.
The alternative was Freshdesk, but Jira Service Desk had a way better integration with Jira, the tool they are using for all the software development, issue tracking and project management. It is also very clear in the usage model and configuration.
The product has evolved nicely from V2 to V3.
Easy to use
Powerful and extensible
Pricing model based on agents, it is not cheap but you can have unlimited customers for free
Not so mature in terms of reporting, automatic queue management, etc.
We use it for getting tickets from our customers and internal employee ranging from bugs, vacation request, improvement, order coffe and legal advice! Very flexible.
We use also it attached to a strong asset management add-on
Easy out of the box customer portal
extreme powerful workflow
lots of integration available
Great integration with Confluence!
Extremely expandable with tons of add-on
no native PBX integration but you can build one
If you whant a modern ITSM tool that speaks the language of your developers but can talk easy to your customers (internal and external) then go for Jira Service Desk and add Confluence too!
Michael from Beamium
Employees number: 2-10 employees
Great overview of task pending with our programming team. Extremely helpful to keep track of sprints. Learning curve is relatively low.
Really helpful, can be used within seconds, no complicated functionalities.
At the beginning, it might be a bit complicated to get used to all what you can do, but this is the case with most software..
Really recommended for f/b-end developers.
Aaron from Argus Control Systems Ltd.
Service Desk is a really easy to use, easy to get started add-on for JIRA. We have benefited greatly from having it in our organization, as it not only provides IT Helpdesk ticketing, but also a sales, service, and facility maintenance ticketing as well. I enjoyed talking to the Service Desk developers at the Atlassian Hub at Summit, and certainly gave them some of my ideas on what would make this an even greater, more extensible product. Overall, 5 out of 5 stars.
Mark from WorkJam
This is a great internal tool for a company. But if you try and take it outside to our customers that are using our application, it really isn't designed for that market. We had to go with Zendesk. The ability to create tickets that are linked to the main issue to get assigned to the proper resources to fix is not user friendly at all.
Used to manage software development and other processes in house, the solution is versatile and easy to bring into your Agile environment. Once you get over the initial, unavoidable arguments over issue types, workflows, etc. the day-to-day use is absolutely painless. Basic reporting is easy and it's easy to monitor your Service Desk SLAs. Fantastic solution that ties nicely into its core platform.
- Simple setup
- Easy to use
- Fantastic support
- Excellent basic reporting
- Writing advanced or custom reports is difficult - there is not a lot of control over reporting on internally set fields, etc. without really digging into the base application's APIs
Tyler from Greencourt Technologies
Pros - easy to use, navigate, and log issues
Cons - the search is off. Doesnt always return the results I need
Boris from Smart ERP Projects LLC
Easy to use from the "box"
Predifined templates, custom portal
Russian language is not supported in cloud version
We use JIRA Service Desk to support our customers using ERP systems. Jira helps us to relpy on customer's needs quick and to track the hystory
Fabio from Freelance
As a knight needs a sword, a support team need a tool to do a good job. JIRA Service Desk is useful to manage a wide spectrum of problem and make users very happy people
Benito from Schneider Electric
Before JIRA Service Desk we were stacked. No KPIs, so no SLAs; no real time reports, no ability to comply with any customer's customization request.
JSD helped us to revert this situation in just a few clicks. We ran the migration tool with our legacy system data and, voilà.... JSD working....
We have now:
- Accurate KPIs which allow us to comply real SLAs with our customers.
- Real time information - what is going on at any time: that means we can also react quickly to avalanche's situations.
- Real flexibility to adapt the customer portal to our customers' requests, adding new custom fields or just only making visible the existing ones.
- And the most important: we've got happy customers. This is real value !!!
As a customer support manager, I also like the Dashboards... and, believe me, their are also very useful for the technical staff...
Joshua from OpenSprites
JIRA Service Desk is one of those pieces of software. One of the ones that you can only describe as "awesome". It tied into our JIRA installation easily in a few clicks and within a few hours we had a fully working Service Desk system for our customers.
The User Interface is clean and friendly - it guides the user through the process of filing their issue without the intimidating wall of text.
Two things I disliked:
- The first was that you can't have two issue fields of the same type. This was an annoying issue - whether it was operator error or a feature not in JIRA Service Desk, I don't know.
- The Support Portal - more customisation options would have been great. It's nice to have your logo there, but having your colour scheme match up like JIRA and Confluence would also be a nice-to-have.
Our issue with our previous methods was that we were still on email. It was difficult to locate tasks and often our email server would break down. JIRA Service Desk solved these issues and allowed us to get clear and concise information from our users. We liked the fact that none of us had to see the usual "PLEASE HELP, COME IMMEDIATELY!!!" emails, but instead be able to get an early diagnosis of the issue and it's underlying roots. We improved our issue resolution time significantly.
Atlassian is an amazing company, they support their users very well and answer questions very quickly. Give JIRA Service Desk a try, it's worth the time.
Mark from insidesales.com
JIRA Service Desk has allowed our internal support team to quickly manage issues raised by employees. When we deployed Service Desk, we had about 300 employees. Our company has more than doubled since then and we have continued to maintain our SLA with ease.
We are in the process of migrating our Service Desk to server version 2.5.3. Our current cloud instance does not have Customer Portal capabilities; looking forward to the efficiency increases once we migrate to the latest and greatest.
Charlie from Carey International, Inc.
Based on JIRA, which we were already using to manage our development and support teams and projects.
Easily customizable - we were able to quickly add fields (free form, pick list, date/time, etc.) to provide quick value for our Service Desk.
Very easy to configure and modify SLA's
Very easy to enroll and manage users
Turn key Web portal and email integration
Easy to relate SD tickets between Service Desks and to non SD projects such as Software Development
Easy to create processes and workflows to route issues between projects (such as a bug reported in SD that becomes a task for the Development team to repair)
Time Sheet capability via Tempo - we use JIRA to track all time against projects, GL accounts, etc.
There are a few basic Service Desk functions that are NOT available in JIRA such as easy ways to create varying service levels for classes of users; ability to assign tasks to roles rather than individuals, direct access to data for detailed reporting (we use Cloud version and there are some critical fields that are not queryable via the Issues Search, plus there is no way to connect to the database using any other tools.)
Sometimes serious issues are not handled in a reasonable time frame. There was an issue with email processing that affected many organizations; it took Atlassian around 4 weeks to repair and it caused a pretty serious impact to us.
reyhan from TTSI
We love the flow of the program, it allows us to track the customers issue s from start to finish, and help us see how we can get better response times to our clients
Chris from Cosentino
This software has saved my team time in managing user support requests and improved response times as well. Atlassian is constantly improving their products, and their support team is also using this product. The integration with Jira is great. I feel overall this is well worth the cost.
Michael from ByteLaunch, Inc
Very flexible. But... It takes a lot to configure. It would be nice if there was a way to close a Service Desk or choose a template.
Right now, for each new service desk we do the following:
* Remove all Service Types
* Add our own Service Types
* Add appropriate fields to each Service Type
* Update Service Request Security
* Add customers
Zachary from Pay Tel Communications
* Simple, elegant interface that has a quick learning curve
* Powerful workflow engine that allows for heavy customization of process
* Great integration with .NET tooling
* Automation makes special processes simple.
* No charge for users, only for agents was a positive as we have a very small number of agents, but a very large customer base.
* Easy and powerful reporting tools made communication with management easy.
* Administration can be cumbersome because of how advanced and customizable the system is.
* A lot of plugins are not available on the Cloud Instance.
* Automation triggers don't seem to always work as expected. Can take some work to get emails to get triggered properly.
* Missing some features that we used from SolarWinds. We've found workarounds for most, but it would still be nice to have them native.
Michael from Ascendify
This software suite offers the solution to help us manage our workflow, issues, and feedback all in one place. Notification customizations is something that would help improve the product.
Jeff from inContact
JIRA Service Desk helped us create a marketing service desk in just 2 months.
We can now create campaigns and marketing reports in record time freeing us up to do more projects.