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)