JIRA Service Desk Software

4.35 / 5 (224)

About JIRA Service Desk


Jira Service Desk is an IT service management 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 allows customers to self-resolve tickets and queries by accessing the knowledge base. The system helps service teams automate repetitive tasks.

Jira Service Desk’s reporting features create dashboards that provide performance metrics to enable timely corrective actions and prevent bottlenecks. This solution provides 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 add-ons such as Zephyr, Scriptrunner, Sauce, and Testrail. Pricing is per month. Support is offered via email.



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Supported Operating System(s):

Windows 7, Windows Vista, Windows XP, Web browser (OS agnostic), Windows 2000, Windows 8, Windows 10

224 Reviews of JIRA Service Desk

Average User Ratings

Overall

4.35 / 5 stars

Ease-of-use

4.0

Value for money

4.0

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(113)

4 stars

(84)

3 stars

(22)

2 stars

(2)

1 stars

(3)

Likelihood to Recommend

Not likely

Very likely

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Showing 1-20 of 224 reviews

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August 2018

Jack from Inscyth Technologies, Inc.

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

3.0

Customer support

2.0

Functionality

4.0

August 2018

JSD has a lot to offer, but requires a lot to learn

JSD offers a lot for any company needing to maintain a service desk to manage the support requests it handles from its clients/customers. Because it is a Jira (Atalassian) product, it is most likely utilized along with other Jira tools, and plays quite well with those. Due to this integration aspect, thought, the layers of security necessitated within user settings requires a considerable amount of learning/training, which is not easily attained without paying for it from Atalassian. And, while I understand, respect (and even applaud) the market-oriented principle of this, it does seem a bit intentional that there are no reliable helps available outside of Atlassian (for example, any tutorials you will find on YouTube for assisting with certain user configs, settings, steps, etc. are applicable to much older versions of the software, and to a great extent, are not applicable to the current version). This would not be a negative aspect if Jira did a much better job at keeping their own internal (free) help docs, etc. up to date, so as to apply to the current version, as well. Instead, if one wants highly dependable "helps" it appears the best way to achieve that is to pay Atlassian for their training courses (at prices that are obviously calibrated toward larger companies/corporations. And blindly undertaking such would seem risky if judged by the extent to which their free user tools are kept up to date. This is not, to my knowledge, the common experience with most apps.

Pros

- Lots of tools in one place
- Integrates well with other apps (especially other Atlassian products)
- UI is clean and user friendly (customizable to a sensible extent)
- Contains useful metrics that are easy to configure and gain reports from
- Has multiple layers of user settings available for custom configuration to correlate to preferred levels of access among agents, customers, etc.

Cons

- Email bounce in frequently fails (bugs?)
- Depth of Jira admin user knowledge required for strong mastery of this app; time consuming to acquire a reliable user knowledge (which is necessary to utilize the app with the least bit of efficiency)
- Help docs, support mechanism unreliable/outdated (needs to be fresh and current to be applicable to present version of app)
- Confusing settings requirements for some user modifications needs (esp. where mapping/editing workflow schemes are concerned)
- Completely inadequate amount of general helps/tutorials available outside of Atlassian (YouTube, Google search, etc. for example) which seems a bit suppressed by design. Atlassian offers extensive training, but at a premium cost.
- Costly for the overall effectiveness it provides, after factoring these negatives along with the user time required to really learn the application.

August 2017

Justin Alex from ServiceRocket

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

August 2017

Highly customizable and integrates well with the Atlassian ecosystem

Customization, integrations, workflows, SLAs

Pros

Newbies to JIRA Service Desk can get a service desk project up and running in less than 30 minutes. If your organization is already using JIRA for issue tracking, then having a help desk with Service Desk is a no brainer. It allows you to integrate software teams and IT teams better within the same ecosystem.

The benefit of JIRA Service Desk, when compared with other help desk tools, is the customizability of your workflow. You can set up a workflow to be simple (with Open > In Progress > Closed statuses) or complex (with other statuses like On Hold or Waiting for Customer).

SLAs are highly configurable, with the power of JIRA's JQL functionality. So one can conjure up a query to fit their SLA needs. With the addition of custom fields, a Service Desk administrator can create fields to capture important information to streamline the help desk process.

Having Confluence also provides more benefits in which you can integrate an existing knowledge base space to a help desk project and self-serve your customers.

Finally, being in the Atlassian ecosystem enables you to add additional functionality and enhancements with the use of Apps. There are close to 1500 apps available for JIRA, and many are constantly updated by the app developers.

Cons

Administering JIRA Service Desk (and JIRA in general) can be daunting for a new user. With a number of customizations that one can do in a JIRA application, there will come a time where there can be a performance impact on the environment if the application is not governed well.

The Customer Portal (customer facing interface) is spartan in terms of customization. You can only customize so much, but it is limited in terms of branding it to suit your company's design specs.

July 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

July 2018

Unlike others, doesn't need complex configuration

With the help of Service Desk we get feedback from users about the bugs they find in the product. As the result, we fix them really fast. By adding fields that users need to add while submitting bug, we decrease time that is needed to reproduce bug or clarify the issue. Also, we can communicate with user directly if needed. At the same time user can always get back and see status of ticket they submitted. Also, it says a lot when you see Atlassian using its own product and using it really well.

Pros

When you use this application as an addition to JIRA, it is a great tandem. I adviced my company to use Service Desk when we were discussing how to receive bugs and ad-hoc requests. We are using this application fro several years and we do not think about changing it.

Cons

The only bad point that I can mention about Service Desk is its price. A lot of clients I worked with complained about it. They manage really carefully the number of users that are Agents (users you actually pay for), and get really upset if they were not carefull enough and their bill was higher then they expected.

October 2018

Erik from Internet

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

3.0

Value for money

3.0

Customer support

5.0

Functionality

3.0

October 2018

Dig Deep Before Buying

It has solved some of our immediate business needs out-of-the-box or with moderate configuration effort. But as a full solution it is missing a handful of simple, but crucial, features. It definitely "feels" like a second version. It needs a third.

Pros

JSD is relatively intuitive and easy to learn without needing tons of documentation. Initial pricing is attractive. A decent plugin community fills some gaps, but be expected to pay on top of the initial JSD pricing.

Cons

Many "obvious" features are either missing or do not work as expected.

For example: in many cases, once an internal user is added to an issue, they no longer receive notification about internal comments. This is completely unintuitive, unexpected, and has caused many people frustration: https://jira.atlassian.com/browse/JSDSERVER-3410

Another example: Email traffic about an issue is *always* public. Do not allow your staff to reply to JSD's emails as customers will also get emailed a copy! https://jira.atlassian.com/browse/JSDCLOUD-3499

The worst part is, despite there being a few years' of discussion, and new comments added monthly by newly-affected JSD customers, Atlassian has no comments on the issues.

In some cases a plugin (more $) can help, but in some cases even the plugin manufacturers can't help as JSD doesn't expose enough info in their plugin API.

March 2018

Gerson from cordbid

Company Size: 11-50 employees

Review Source


Ease-of-use

4.0

Value for money

2.0

Customer support

3.0

Functionality

4.0

March 2018

Excellent for big projects.

A very compelta application, useful for small and large teams, but more thought for the big ones, allows you to have a complete follow-up of your project, apply agile methodologies and correct errors and have a record of them, it is excellent, use it and you will like it!!

Pros

Jira has very useful tools for managing projects, in my opinion you exploit its advantages when they are big teams, its main advantage is the follow-up to the development and progress of the projects, the errors that arise during the development process and the management operational, it helps you see more, to improve development times and correct errors for your next project, also has free trials so you can enjoy its benefits.

Cons

The truth is that it is a very complete program, but I think your biggest benefit is when you are big projects, if you are a small team I think other tools will be better suited, besides the price is a bit high.

September 2017

Jonathan from Adaptavist

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

4.0

September 2017

JIRA Service desk is integral to our customer support, even though extensibility is a problem

Pros

I think my favorite feature is the internal comments. It's simple, but really helps to have a side conversation with your peers about an issue before commenting to the customer.

Cons

I'm also an Atlassian plugin developer, and the JIRA Service Desk Java API is pretty awful to work with compared to the APIs for JIRA Core and JIRA Software. That makes extending JIRA Service Desk way harder.

I also don't quite like the stripped-down UI offered to customers through the customer portal. As a regular JIRA user, I resent missing features, like being unable to edit my own comments or being unable to see a preview of any rich text that I might add (such as *bolded* or _italicized_ words).

I have also heard from my peers that SLA calculations are really tricky to get right, and often behave in ways you wouldn't expect.

April 2019

Josemaria from Maynilad Student Services

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5.0

Functionality

5.0

April 2019

From the Trusted Atlassian

In a crowded space for helpdesk apps, Jira Service Desk stood out because of the company that backs it up, its family of related apps and, the current integrations with existing third-party apps out there. Jira SD is well worth trying out.

Pros

From the same company of my favorite and trusted apps like Trello and Jira... We then gave Jira Service Desk a try. The user interface has a modern look and feel and is intuitive enough even for a novice user or admin. It has a pretty standard set of tools to run your usual IT Helpdesk and Support roles straight out of the box (Incident management, Problem, Change, SLA management, etc.). In fact, you can set up your helpdesk well within an hour (of course not counting the per company nitty-gritty). Default setup works, but it's also super customizable based on your company needs. The Dashboard has all the at-a-glance metrics, statistics and graphs to keep you up to speed with the overall status.

Again, coming from Atlassian, it has a ton of possibilities in terms of integration with other apps. I feel the constant stream of dev improvements and updates.

Cons

Even though I mentioned that the third party apps can be easily integrable, we find the documentation for creating one's own integration apps a bit lacking. Also, the creation of tickets can be more streamlined or simplified (perhaps with the minimum number of fields and button clicks) to make it easier or faster to create and then further details can follow.

August 2017

Bill from ServiceRocket

Review Source: Capterra


Ease-of-use

3.0

Value for money

5.0

Customer support

4.0

Functionality

4.0

August 2017

Marketing Team Uses JIRA Service Desk to Handle All Requests for Marketing

Our marketing team knows exactly the status of any request of our team. And so do the requesters.

Pros

JIRA Service Desk is a great way to enable everyone at our company to request things from Marketing with tailored forms for each type of request .... for example, business cards, collateral for events, changes to our website, updating sales enablement content, go-to-market support, schwag requests, etc. No more emailing stuff. Employees just fill out a form and can keep up with the status of their request. Our Marketing team just goes through each queue a few times a week and delivers a transparent and trackable service. We know the status of everything....especially the requests that are behind....waaay behind. Which is great.

Cons

It takes some expertise to set it up to suite a team's particular need. Most teams will need some JIRA/JIRA Service Desk expertise from someone to set it up. Once that happen, using it is easy.

March 2019

Christian from Partner Hero

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

4.0

Functionality

5.0

March 2019

Jira, Great Tool For Software Development, Task Estimations And Agile Implementation.

Our team uses JIRA Software to manage Weekly sprints with Clients using the Agile Solution methodology and it satisfies our expectations. Tasks and deadlines are set in a way that we can work organized and efficient. It was easy to set up and customize for our purposes. We deliver our tasks at the expected time thanks to the work distribution.

Pros

Jira looks design exactly for Agile methodology implementation. You can plan sprint runs for projects and as you know "To complete something you should set a Date for it". The board is very clear and easy to interact with. All tasks are saved in the backlog and considered while sprint planning so it's easy to distribute the tasks through a team.

Cons

When you start a sprint tickets cannot be moved freely until you enter the ticket and set manually "Begin to Development

June 2019

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

2.0

Value for money

3.0

Customer support

3.0

Functionality

3.0

June 2019

Accelerate Processes with Approval / Reject

Pros

Some requests must be approved by a manager before they can be worked on and completed before they are involved in the business process or before moving on to the next stage.

For example; the administrator can approve the withdrawal request, the IT officer can approve the closure of this user's accounts, and the process can proceed within the approval-rejection stages.

The Approval-Reject feature allows the authorized persons in your organization to grant the necessary permission for the job to be performed or to proceed to the next step. Jira Service Desk provides us with this feature without the need to become an agent user. The person must be one of the users of Jira Service Desk, Jira Software, or Jira Core.