Jira has all the necessary tools that make a good service desk. Users can file requests by categories and it automatically gets assigned to the support person responsible for the job.

Integrations and automation with other systems make a very useful and fluid toolbox that actually makes life easier.

When there are large about of mini-tasks some of them can get lost. Unable to merge issues to another project.

Good app for tracking tickets and issues quick and responsive. Love how can you customize the whole dashboard.

UI is clean and user friendly (customizable to a sensible extent). Contains useful metrics that are easy to configure and gain reports from.

Jira helped us with good data. We are also utilizing Jira's excellent searching, dashboarding and API functionality to feed data to other systems and drive changes beyond just customers.

We've loved using Service Desk as it has filled a need that we have had on our team for a while and allows us to stay within the Jira suite of tools.

I find the UI of Jira Service Desk very clean and modern compared to other service desks software on the market.

For our use case, we have seen the power of exposing API endpoints, setting up user guides, and onboarding documentation that is easily and quickly available for those who need to consume it.

I am really satisfied with Jira Service desk, now my customer incidents are in order and easy to track.

Good for starting, when you increase complexity you need to mode to a different solution.

So easy customized and really helpful for improvement working process. Very recommended to using this.

Confusing settings requirements for some user modifications needs (esp. where mapping/editing workflow schemes are concerned).

It is little bit hard and confusing to edit workflow. There is only few interface customization option.

Given the time and money, I'd say it could be great if I implemented it myself.

A great product at a reasonable price point. This review is for the Cloud version.).

The Service Management tool for Atlassian is a great option for medium to large teams. One of my favorite things about this is the customizable options for all areas of the tool.

Workflows broke without a reason because, you know, it's SharePoint. And the entire process of serving customers was dead slow.

The tool is easy to use and navigate. Even first time users would be able to figure out how to submit a ticket/request with ease.

The interface is clean and easy to user stand, there are a ton of powerful layers that can be customized to gather exactly the right information.

I like the notifications when tasks are assigned or completed. It's a good motivator when you see your sprint completed.

No advanced roadmaps (premium feature) in next gen projects. Automations are bad, tickets custom fields are sometimes not uderstood by the automation.

I do not work directly on the systems team so on the side of requesting ticketing, I have yet to find a negative part of this software.

Robust and costumizable itsm solution adaptative for all organizations.

Perfect for tracking your daily and weekly tasks. Great to work with in a team project.

The only bad point that I can mention about Service Desk is its price. A lot of clients I worked with complained about it.

I feel confident that our systems team will be able to effectively take care of our requests without the hassle from having to coordinate emails.

We love how it integrates with our our project tracking and documentation tools: Jira and Confluence. The price jump from 3 agents to 4 is substantial.

Tool does its job with facilitating the issue management and reporting process. Ability to upload related documents, comment, and track statuses through resolution.

I most like Jira because it has given our office the ability to prioritize needed projects from team members.

Easy tracking and escalation is enable where the support teams can track and provide resolution by prioritizing the service requests.

The front end UI for customers/users is really straight forward. The integration with active directory has been helpful for user access too.

Initial pricing is attractive. A decent plugin community fills some gaps, but be expected to pay on top of the initial JSD pricing.

It's a great software for any large organization. We use it both as a backup utility and DR site.

Sometime it's hard to troubleshoot because of limitation to log into Zerto agents (which deployed in VM Hosts).

Replicated vms on disaster site not shown in vsphere environment. It needs zerto orchestration for failover.

So if you want to fail over an entire site, you'll need to make sure you know which VPGs you want over first and then have a manual plan to fail them over.

Currently I would like to see an option where you could designate a vmdk file that it is supposed to use to avoid failure if there is a snapshot.

Easy to install and use, can be migrate from any infraestructure storage and hypervisor (Awsone!), integration with cloud solutions.

User friendly GUI, Easy deployment and configuration, Replication Monitoring Option.

It is easy to get started and provides a very nice overview of replication status for the data center(s) where the product is installed and used.

Zerto doing you job very good, fast replication, ease to use management, very quick setup and have useful mobile application.

I love the journal feature and you can set that to your own SLA. The Virtual Private groups are very easy to set but take some time to get used to.

Very positive, support is helpful and quick to respond.

This software makes  documents and files safer and helpful to backup files fastly and it is very user friendly.

Zerto is very simple and intuitive, friendly interface, simple and objective.

The GUI is easy to understand and monitor and the replication compression is impressive. Integrates easily with VMWare, is most likely the best replication software.

Cost effective solution for disaster recovery solution with on-premises or cloud environments. It have easy integration with Vmware.

Great product easy to setup and user. Replicates VMs from one cluster to the other and provide realtime RTO and RPO.

The user interface can be a little confusing unless you are in there daily. Also, this only works for VM's.

I like the ease of use, the AMAZING support team, and the fact that I can use this product for site to site migrations of new clients from their old datacenters.

Both sites work flawlessly without any issues.

Zerto is very successful in application and replication. Our virtual and physical servers are rapidly replicating.

US Dollar

Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution that unlocks high-velocity teams. 


IT is in the midst of rapid transformation to build capabilities that enable quick delivery of great services while managing cost and risk. But old ways of working constrain progress. Rigid processes limit team agility. Disparate, disconnected tools interrupt the flow of information and hinder good decision-making. With Jira Service Management, teams can: 


- Manage work across teams on one platform 


- Enable employees and customers to quickly get the help they need with a self-service portal


- Respond, resolve and continuously learn from incidents


- Innovate faster with automated change risk assessments, advanced approval workflows


- Gain visibility into infrastructure and understand service dependencies


- Set up advanced SLA metrics and report on performance in real-time


- Configure automated rules so users can streamline repetitive tasks and agents can get more done


With over 1000+ integrations on Atlassian Marketplace, including CircleCI, Jenkins, AWS, and more, Jira Service Management can be easily customized to fit any team’s needs.

LongDescription

Commenting/Notes

Support Ticket Management

Real-Time Analytics

Surveys & Feedback

Status Tracking

Email Alerts

Customizable Reports

Document Storage

Access Controls/Permissions

Activity Tracking

Customer Segmentation

IT Asset Management

Real-Time Monitoring

Customer Service Analytics

Workflow Configuration

Contract/License Management

License Management

Change Management

Project Management

Approval Process Control

Rules-Based Workflow

Procurement Management

Supports Agile

Customizable Fields

Collaboration Tools

Automated Routing

Assignment Management

Data Import/Export

Problem Management

Remote Monitoring & Management

Help Desk Management

Audit Trail

Mobile Access

Cost Tracking

Service Reporting

Capacity Management

Compliance Management

Performance Metrics

Routing

Service Catalog

Issue Scheduling

Issue Management

Maintenance Management

Text Editing

Multi-Channel Communication

Configuration Management

Queue Management

Support Ticket Tracking

Client Portal

Social Media Integration

Workflow Management

Real-Time Updates

Email Management

Ticket Management

Recurring Issues

Asset Tracking

Alerts/Notifications

Reporting & Statistics

Network Monitoring

Time & Expense Tracking

Service Level Agreement (SLA) Management

Availability Management

Customizable Templates

Issue Tracking

Dashboard

Multi-Language

Patch Management

Audit Management

Alerts/Escalation

Real-Time Reporting

Customizable Branding

IT Reporting

Asset Lifecycle Management

Compliance Tracking

Reporting/Analytics

Widgets

Prioritization

Feedback Management

Supplier Management

Customizable Forms

Requisition Management

Incident Management

Backup and Recovery

Autoresponders

Customer History

Issue Auditing

Third-Party Integrations

Maintenance Scheduling

Task Management

Release Management

Inventory Management

Search/Filter

Real-Time Chat

Self Service Portal

Knowledge Base Management

Remote Access/Control

Free for up to 3 agents
7 day free trial of paid plans
Standard: 4-15 agents for $20/agent/month, 16+ agents at discounted price
Premium: 4-15 agents for $45/agent/month, 16+ agents at discounted price
Enterprise plans are also available, billed annually.

Email/Help Desk

FAQs/Forum

Knowledge Base

Phone Support

Chat

2-10

11-50

51-200

201-500

501-1000

1000+

JIRA Service Management

Live Online

Webinars

Documentation

Videos

Zerto Virtual Replication helps businesses deploy virtual machines on various hypervisors, for optimizing performance and availability. It provides application mobility for your virtualized environment and separates the application from its physical constructs without rewriting existing code.

Zerto Virtual Replication is built on a virtualization-based replication engine, which delivers continuous data protection, allowing businesses to recover IT infrastructure. It is available for VMware vSphere, Microsoft Hyper-V and XenServer environments. 

Zerto Virtual Replication's pricing is available on request and support is extended via documentation, a knowledge base, live chat and phone.

JIRA Service Management vs Zerto Virtual Replication

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