JIRA Service Desk Software


 

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 cloud-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. The system allows service teams to automate repetitive tasks and focus on important queries.

Jira Service Desk’s reporting features create dashboards that provide performance metrics to enable timely corrective actions and prevent bottlenecks. This solution enables real-time collaboration and assists in sharing information within teams. The self-service portal allows employees to request help, search the knowledge base, and track progress on issues. Users can link JIRA service desk tickets to JIRA software issues and keep development and IT connected for fast issue resolution.

Jira Service Desk integrates with Hipchat to provide real-time alerts and notifications that can be accessed from mobile devices. The software provides numerous add-ons such as Zephyr, Scriptrunner, Sauce, and Testrail.

 

JIRA Service Desk - Help center
 
  • JIRA Service Desk - Help center
    Help center
  • JIRA Service Desk - Problem management
    Problem management
  • JIRA Service Desk - Workload report
    Workload report
  • JIRA Service Desk - Change management
    Change management
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Web browser (OS agnostic), Windows 2000, Windows 8, Windows 10

90 Reviews of JIRA Service Desk

 

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Software Advice Reviews (6)
More Reviews (84)

Showing 1-6 of 6

Pasha from portal
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2017

September 2017

Internal Service Desk for IT Services in a small company

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

* Decent out-of-the-box functionality
* Easy to set up
* Integration possibilities with other Atlassian products

Cons

* Limited customization possibilities
* Difficult to produce detailed reporting
* Cumbersome backup of the hosted instance

 
 

Cooper from Sovrn Holdings, Inc.
Specialty: Advertising
Number of employees: 201-500 employees Employees number: 201-500 employees

August 2017

August 2017

A Great App With Some Annoying Flaws

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Overall, Jira Service Desk provides a well rounded package for anyone looking to build a customer portal for helpdesk-type teams. It's an excellent choice if your company is already using Jira Software or Jira Business because the use workflow and editing workflow are very familiar and are one in the same for many things (e.g. Workflows & Screens)

Pros

- Adds helpful features that Jira Software doesn't support
- Clean customer portal that allows for easy(ish) ticket creation
- Integrates with Confluence to provide helpful articles to customers
- Customizable time tracking SLAs with support for custom calenders and start/pause/stop automation

Cons

- The editing workflow is confusing and spread out
- Lacks some common features that Jira Software had included for years (e.g removing email signatures from email-submitted tickets and comments)
- Requires expensive add on to group multiple projects into one queue

 
 

Lauren from Voxable
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

March 2017

March 2017

Complex software that is really powerful.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

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.

Cons

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
Specialty: Other
Number of employees: 10,000+ employees Employees number: 10,000+ employees

March 2017

March 2017

Support help desk

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Value for Money

Pros

Jira service desk helped my team enter customer satisfaction and bug issues . This was easy to use and a place to add comments

Cons

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
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

November 2016

November 2016

Jira

Ease-of-use

Functionality

Product Quality

Customer Support
N/A

Not as easy as it should be to find what I am looking for on the site.

 
 

Maarten from Persgroep
Specialty: Media

August 2016

August 2016

JIRA Service Desk is not a Help Desk tool, it's much more

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Likes Best

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.

Likes Least

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.

Recommendations

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)

 
 
 
Showing 1-20 of 84

Nic from CSE Software Inc.

September 2017

September 2017

I'm in love with Atlassian

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Does everything we need, reporting is great, support from Atlassian has always been good, team was already used to Jira so this was an easy switch.

Cons

Like the rest of the Atlassian suite of software... you need to be ready to spend a good amount of time setting up/testing/documenting your processes before you jump in. If you don't do your homework before diving in, you're going to be in trouble.

Source: Capterra
 

Chris from OC Tanner
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

September 2017

September 2017

Functional, easy to use, and effective for our ITSM processes

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

As an existing Atlassian customer we were in the market for a new tool to manage our incidents, problems, requests, and changes. Jira Service Desk was simple to configure and deploy to our IT Service Desk.

Cons

In an effort to reduce the workload on my Service Desk technicians I want to make ticket creation simple as possible. Jira Service Desk can require a lot of clicks during ticket creation.

Source: Capterra
 

Jack from Praecipio Consulting

September 2017

September 2017

It can be as robust or lean as you need it to be. Great software - best in class.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

It's extremely customizable and the administrative configuration is really intuitive. It's also a great value from a cost perspective.

Cons

All of my previous concerns were addressed in the most recent release. It really is an enterprise-grade solution.

Source: Capterra
 

Brant from Washington State University
Number of employees: 10,000+ employees Employees number: 10,000+ employees

September 2017

September 2017

It has been good and we are happy with the number of features that have been added.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

How easy it is to use. It has been easy for us to deploy and expand on campus. We have lot of users that are have commented on how easy it is to use over our old product.

Cons

Flexibility of portal. I wish the portal had more options in how it can be configured and segregated. It would also be nice to have multiple emails flow into a single desk.

Source: Capterra
 

Ben from Global Cloud
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2017

September 2017

JSD has allowed us to support our customers better than ever before.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Integration with other atlassian products. Being able to access information in Jira and Confluence for JSD streamlines our support processes.

Cons

We had to do some hacking around authentication to get it to work properly with our product. Making it easier to integrate with third party products would be ideal.

Source: Capterra
 

Jeremy from NAIC
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

September 2017

September 2017

Exceptional tools, easy to configure

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Flexibility, powerful features, smooth operation and overall the product works as designed. Enables large scale issue handling.

Cons

SLA Triggers are difficult to understand (what will pause or stop an SLA) there is also severe deficiencies in the monitoring and auditing of incoming mail handlers in Service Desk

Source: Capterra
 

Margus from Bigbank AS
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

September 2017

September 2017

Awesome, not only Tech teams are using it.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

One ServiceDesk for all Areas

Pros

We where able to find suitable functionality to also Legal, Secretary and other Departments to also move away from Request Tracker, Mantis etc and be a ServiceDesk user.

Cons

I didn't like that we where not so able to design Service Desk design view but now we can. Awesome!!!

Source: Capterra
 

Kacey from Carvana
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

September 2017

September 2017

Easy to work with and get good support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Too many !!

Pros

Scalability and the ability to roll out easily to the team. We have a lot of teams interested in building boards in the teams through out the company

Cons

Ease and we are looking to have a system built in where you can bulk assign tickets to users on the service desk

Source: Capterra
 

Misty from Parrish & Heimbecker
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

September 2017

September 2017

Solved a major issue

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We were able to seamlessly move issues from first level to second level support. Users can easily follow up on the status of our issues.

Pros

- There is a very usable portal for end users
- Very robust and easy to use reporting
- Allows pass through authentication
- Customizable workflows
- We don't loose issues that are escalated

Cons

- if you need customization it is best to hire an expert to help you.

Source: Capterra
 

Jack from Chemeketa Community College

September 2017

September 2017

Service desk is easy to use for end users

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Search capability with knowledge is what we like. Much easier to search for where to submit issues.

Cons

The ability to personalize the front page.

Source: Capterra
 

Joe Ben from CDISC.ORG

September 2017

September 2017

Fast and painless setup

Ease-of-use

Functionality

Product Quality

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Pros

I was able to configure a service desk with SLAs and user base in minutes. Simplified interface for end users drives more usage

Source: Capterra
 

Jeanette from Masergy

September 2017

September 2017

Very intuitive tool with friendly UI for maximum agent experience

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

The SLA functionality and queues and very helpful. I also like how the projects are customizable and appreciate the built in automation functionality.

Cons

More options for SLA start and stop timings. Also also for sorting through the UI instead of JQL if possible.

Source: Capterra
 

Denis from National bank of canada

September 2017

September 2017

Loves it

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Easy to configure, people loves the easiness. Project admin have full autonomy. Basic itsm workflows.

Cons

Wish we could have fields that appear depending on others fields. More reports type could be useful.

Source: Capterra
 

Stevi from Global Cloud

September 2017

September 2017

Clean, easy to use, love having it close to other JIRA projects

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Support
Pros

Linking the Jira Service Desk tickets to other internal projects is great for tracking and training.

Cons

Move the internal button away from the share with customer one. Messing this up at our company could be terrible.

Source: Capterra
 

Catherine from Global cloud

September 2017

September 2017

Helped simplify the customer support experience and connect the support team with developers

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Support
Pros

How it interacts with the rest of atlassian's offerings means that entire companies can be integrated on the same platform. From a customer support point of view it is very easy to track tickets, properly escalate, and properly resolve

Cons

There can be some struggles in finding the exact workflows that work correctly. Additionally, there have been some issues with notifications sending to customers outside of the organization. If these customers miss the notifications it can hinder the communication they are receiving if they do not check their portal.

Source: Capterra
 

Carlos from Netapp

September 2017

September 2017

Service Desk has helped us manage customer tickets in a clean organized way and to have clear SLAs.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

SLAs and queues are my favorite feature. Also comment visibility makes it easy to distinguish between internal and external teams.

Cons

Restrictions on what customers can do. It would be nice if they could edit at least a few fields.

Source: Capterra
 

Rose from New Penn Financial

September 2017

September 2017

Our company is a service desk fanatic!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

The fact that it lets us collaborate and track on through all of our departments.

Cons

Resolutions/priorities not able to set by project, no native way to hide queues by groups, issues with custom context on fields...

Source: Capterra
 

Stephen from TD Ameritrade
Number of employees: 10,000+ employees Employees number: 10,000+ employees

September 2017

September 2017

Easy to use for both end users and agents

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

I love the UI and overall end user experience, and its very easy to train agents. Also great support from atlassian.

Cons

I think the approval feature could use more options, such as one user of multiple users able to approve.

Source: Capterra
 

Nabil from Bell mobility

September 2017

September 2017

very good product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Reduce time to create and customize customer portals.
Track time spent on requests
Track external vs internal requests

Pros

Easy to use
Simple to demonstrate work by category
Simple to customize and add new fields to a project

Cons

Licensing model for server when installed as an add on to Jira
Limited access for project managers, a lot of work is required by system admin to customize a project

Source: Capterra
 

Paskal from BevChain
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

September 2017

September 2017

Visibility made easy :-)

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Handling of issues
Visibility of issues
Service Desk reporting
Change Request management and identifying the priorities in developments

Pros

Level of functionality available and the level of detail is fantastic and easily configured. I managed to completely configure on my own with the use of the articles in the kb and minimal support from Atlassian.

Cons

Difficult to completely personalize for my company completely as i am on cloud version. As an example it is not possible to have email sender not have atlassian in the email address or to make the look and feel 100% as i want it to be.

Can also get a little overwhelming with the amount of add-ons to get the functionality you want for the price you want.

Source: Capterra
 
 
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