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

60 Reviews of JIRA Service Desk

 

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Software Advice Reviews (5)
More Reviews (55)

Showing 1-5 of 5

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)

 
 
 
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Lesa from Enterprise Holdings
Number of employees: 10,000+ employees Employees number: 10,000+ employees

August 2017

August 2017

We use JSD so external customers can submit requests via the portal and we get away from emails!

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

Jira & Jira Service Desk allow us to have a central location for all of the issues we are working on and tracking. There are so many more things that we want to do with the software, especially converting our manual monthly metrics into reports that can be generated automatically!

Pros

How customizable it is! We have customers submit support requests via the portal now and the requests are routed according to what was selected on the portal. It has allowed us to get away from email monitoring and doing a copy/paste to create issues manually.

Cons

How customizable it is! There are a TON of options and a lot of free videos, but ultimately it takes a LOT of trial and error to get things set up the way you want them.

Source: Capterra
 

Trent from EHI

August 2017

August 2017

Jira service desk has been a great way for us to intake work from our customers.

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

Ease of use, organization of queues, and visually appealing. Anytime there has been something we would like to see changed/added it has come it in a newer release.

Cons

not being able to view a project as a service desk and a standard Jira project format.

Source: Capterra
 

Gary B. from Enterprise Holdings Inc. (EHI)

August 2017

August 2017

Still in the early stages of use.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Quality
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Support
Pros

Email request ability, ability to receive HipChat notifications, and ability to create customize reports.

Cons

Can ask only one customer satisfaction question. Setting up users as agents was confusing, was advise by one of the JIRA Administers to follow the instructions in the below link:
https://confluence.atlassian.com/servicedesk025/jira-service-desk-permissions-754977472.html. After following the instructions, I was still unable to assign Service Desk issues to individuals. Turns out those individuals need to be also added to our agent license group. So the issue was a lack of knowledge on our JIRA admins part.

Source: Capterra
 

Ruth from EHI
Number of employees: 10,000+ employees Employees number: 10,000+ employees

August 2017

August 2017

I found it very user friendly

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

a complete view of our current team status

Pros

UI is very intuitive. The learning curve was almost non-existent. If it weren't for the couple of cons I'm listing below, I quite satisfied with this product.

Cons

I'm always accidentally clicking on the request name instead of update fields when making changes. I'm not sure how to rearrange it, but it obviously, from my point of view, that the update fields function is not in the right place. I would also like the ability to change issue type rather than creating a new option and deleting the original.

Source: Capterra
 

Christian from Leisure, Travel & Tourism
Number of employees: 10,000+ employees Employees number: 10,000+ employees

August 2017

August 2017

Love the tool! it is newer product with evolving capabilities.

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

Teams can manage their own service desk:
- Can manage own fields
- Can manage own workflows
- Can Manage and Create own services

Pros

Individual teams can setup their own customer portals and service offerings without having special permissions. Our Teams are moving from our current Service desks products to Atlassian organically based on their experience (no company mandate)

Cons

There is no built in knowledge base to the product, you need to use Atlassian's confluence. additionally, Knowledge bases are linked 1 to 1 to a service desk project for how our organization works.

The base product is limited and need to use 3rd party plugins from the atlassian marketplace to provide capabilities that are standard with most other products.

Source: Capterra
 

Rebecca from Centene Corporation
Number of employees: 10,000+ employees Employees number: 10,000+ employees

August 2017

August 2017

Had a lot of trouble getting the permissions set correctly but actual use has been smooth.

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 integration with JIRA and Confluence has allowed us to easily integrate our instances and train users.

Cons

It has been really difficult to figure permissions out. I think more information in the instructions would be great. For example, "if you don't see the Queues option, _____ may not be right."

Source: Capterra
 

Tim from EHI
Number of employees: 10,000+ employees Employees number: 10,000+ employees

August 2017

August 2017

Easy to set up and scale. Complete visibility into what we do. A true system of record.

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

Ability to slice data; quantify team output; easily see where we need improvement. Dashboards have proven to be an easy way to depict this to senior management.

Cons

Would like the ability to customize the skin like confluence. Allow different projects within the same instance to have different look and feels.

Source: Capterra
 

Paul M from Bristol Global Mobility
Number of employees: 51-200 employees Employees number: 51-200 employees

August 2017

August 2017

I use this a lot...

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 tool has been very useful for my software supplier. It has organized their helpdesk requests, allows them to easily prioritize these tickets, and finally, easily communicate and report on the status of these tickets. this client engagement went from a huge black hole of no information and communication to a very interactive tool that keeps you up-to-date and search options to see if this problem had been reported/solved before.

Cons

Don't get your login locked out. It is really hard to get a temporary password resent to you when your own personal firewall won't allow unsolicited emails from being delivered.. It would be nice to have another option to verify your identity in this situation.

Source: GetApp
 


June 2017

June 2017

Perfect solution - for a small to mid-sized or even a large company.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
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Support
Pros

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.

Source: GetApp
 

AM Number of employees: 11-50 employees Employees number: 11-50 employees

June 2017

June 2017

Best Service Desk

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

JIRA is one of best service desk I have used ever, it enable team to collaborate, Share and assign tasks with each other. I also enables users to have update with email notifications on issues being updated by other users in team

Source: GetApp
 

Scott from Rapid Recovery
Number of employees: 201-500 employees Employees number: 201-500 employees

June 2017

June 2017

Easy to use Zendesk replacement

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

Zendesk replacement for Atlassian integration

Pros

Easy of use is the best feature. Easy to transition from Zendesk and good integration with other Atlassian products.

Cons

Time consuming to set up. Also time consuming for transitioning but that will happen with any product change.

Source: Capterra
 

Alex from ITNOVE.com
Number of employees: 2-10 employees Employees number: 2-10 employees

February 2017

February 2017

Easy to use, well integrated with other Atlassian products

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

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.

Pros

Easy to use
Powerful and extensible
Pricing model based on agents, it is not cheap but you can have unlimited customers for free

Cons

Not so mature in terms of reporting, automatic queue management, etc.

Source: Capterra
 


December 2016

December 2016

Awesome ITSM tool

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 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

Pros

Easy out of the box customer portal
email integration
extreme powerful workflow
lots of integration available
Great integration with Confluence!
Extremely expandable with tons of add-on

Cons

no native PBX integration but you can build one

Advice to Others

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!

Source: GetApp
 

Michael from Beamium
Number of employees: 2-10 employees Employees number: 2-10 employees

November 2016

November 2016

Great way to manage feature sprints!

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

Great overview of task pending with our programming team. Extremely helpful to keep track of sprints. Learning curve is relatively low.

Pros

Really helpful, can be used within seconds, no complicated functionalities.

Cons

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..

Advice to Others

Really recommended for f/b-end developers.

Source: Capterra
 

Aaron from Argus Control Systems Ltd.

November 2015

November 2015

Pretty good offering, with some room for improvement.

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

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.

Source: Capterra
 

Mark from WorkJam

November 2015

November 2015

Didn't work for my customers

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

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.

Source: Capterra
 


September 2015

September 2015

great solution, needs an admin overhaul

Ease-of-use

Product Quality

Customer Support

Value for Money

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

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.

Pros

- Simple setup
- Easy to use
- Fantastic support
- Excellent basic reporting

Cons

- Costly
- 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

Source: GetApp
 

Tyler from Greencourt Technologies

September 2015

September 2015

Enjoy the ease of use

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Pros - easy to use, navigate, and log issues

Cons - the search is off. Doesnt always return the results I need

Source: Capterra
 

Boris from Smart ERP Projects LLC

August 2015

August 2015

Powerful HelpDesk

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

+
Easy to use from the "box"
Predifined templates, custom portal
-
Russian language is not supported in cloud version
Benefits:
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

Source: Capterra
 

Fabio from Freelance

August 2015

August 2015

Perfect tool for perfect job

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

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

Source: Capterra
 
 
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