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

100 Reviews of JIRA Service Desk

 

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Software Advice Reviews (7)
More Reviews (93)

Showing 1-7 of 7

Norbert from Otto Bock HealthCare GmbH
Specialty: Healthcare / Medicine
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

September 2017

September 2017

We believe in Jira Service Desk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

We decided to use Jira 2 years ago and never regret our decision.

Pros

- Ease-of-use
- Easy to customize
- Very good usability
- Very good performace
- Bechmark in agile servive management tools

Cons

- the reporting could be better
- we would like to have a connectivity with SAP
- the standard export of reports to PDF could be better

 
 

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 93

Gary from Public Health England
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

September 2017

September 2017

JSD has solved many problems for us as an organisation.

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

Avoiding the utter pain of shared email boxes for triage. Better organisation, better transparency and visibility of support issues.

Pros

Ease of configurability, flexibility for different customer use cases, avoiding the nightmare of shared email inboxes.

Cons

Cost is an issue for some teams due to the way that the licensing model works, sometimes speed is an issue if on Cloud hosting.

Source: Capterra
 

Alexander from ByteSource Technology Consulting GmbH
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2017

September 2017

Easy to use , not hard to setup, lots of addons

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

Easy and fast setup, high end user acceptance

Pros

Very easy to use customer portal, easy to setup SLAs, many addons for almost anything. Potentially indefinitely extendable with the webhooks. Incident-, Problem- and Change Management come out of the box, just add Insight for JIRA and you get a full Configuration Management and Request Fulfilment solution

Cons

Hard to write own addons, internal API could be documented better. For more complex portal ages you will need addons. Integration with Statuspage only for the cloud edition

Source: Capterra
 

Thanos from Adaptavist

September 2017

September 2017

Plugin development for Service Desk

Ease-of-use

Functionality

Product Quality

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

Seems to bind well with Jira Core
Lot of options on who and how to engage (Request Participants, Organizations, Approvers)

Cons

Bad / no documentation (at least for developing)
Limited public API (I hope that this is something that will be improved)

Source: Capterra
 

Jonathan from Adaptavist

September 2017

September 2017

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

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 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.

Source: Capterra
 

Athina from Nimaworks

September 2017

September 2017

overpowered

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

Simple - outofthebox - features to make daily work easier. Pro SLAs , easy to configure Portal and automation rules

Cons

Portal lacks of features. It could be so much better. Something that customer often asks is if they can put transition screens on portal to gather more info where needed.

Source: Capterra
 

Thomas from Hagen Management GmbH
Number of employees: 2-10 employees Employees number: 2-10 employees

September 2017

September 2017

Jira Service Desk offers first class customer support and perfect internal collaboration.

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

Linked issues to solve customer needs. Easy communication to the customer. Workflows to track the status of Issues. More than fair licensing options and several deployment possibilities.

Cons

Some features can only be added via additional marketplace add-ons that unfortunately cost additional money.

Source: Capterra
 

Yan from METHODA

September 2017

September 2017

Working with and implementing JSD in many global companies

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, automation tools are powerfull, add ons with no limited possibilities such asset managemnet

Cons

It is a great tool it is part of Jira suite. It is integrated with Confluence for KM so it is not stand alone

Source: Capterra
 

Manuel from bit2bit Americas
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2017

September 2017

Great tool which allows to implement mature processes in a few days

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

Customer satisfaction

Pros

Easy to use, nice UI, simple but at the same time very powerful. Queses and processes are extremely flexible.

Cons

Lack of UI customization features but not critical. Satisfaction reports are a bit limited but not critical either.

Source: Capterra
 

Phil from 6kites
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2017

September 2017

An excellent, simple, and highly integrable product for

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

Simple, affordable customer ticket management with SLA support and easy integration with development, IT teams through Jira and other Atlassian ecosystem tools.

Pros

Simple setup / configuration
Integration with Jira, other Atlassian products
Extension add-on ecosystem

Cons

Ability to customize the front / UI can be better though this is improving and can be done with add-ons.

Source: Capterra
 

Drew from The Trade Desk
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

September 2017

September 2017

We are running our business on JIRA and JSD. This set of tools has help our success.

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

Flexible, extendable, easy to use, and powerful. We are able to customize and expand the use of JSD very easily. This flexibility allows the tool to fit into our internal best practices.

Cons

With the complexity of our implementation (customizations) it is a challenge - not insurmountable - to upgrade when new versions of JIRA and JSD become available. We are on our own hosted instance, because the cloud option limits our ability in integrate and customize.

Source: Capterra
 

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
 
 
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