JIRA Service Desk Software

If yоu nееd tо соmmunісаtе wіth sоmеоnе whо іs nоt іn yоur оffісе іs аn еxсеllеnt tооl fоr thіs.

Pros

Vеry роwеrful tооl fоr mаnаgіng grоuрs оf sоftwаrе dеvеlореrs wоrkіng оn sеvеrаl рrоjесts sіmultаnеоusly. Wе wеrе аblе tо usе оur rеsоurсеs іn а muсh mоrе орtіmаl fоrm, whісh hеlреd us tо еxесutе рrоjесts fаstеr аnd sоlvе рrоblеms, tо еаsіly trасk thе stаtе оf sресіfіс tаsks іn dіffеrеnt рrоjесts аnd mоnіtоr реrfоrmаnсе аt dіffеrеnt lеvеls. Also thіs tооl іs еxсеllеnt іf yоu nееd tо trасk tаsks оr tіmе. Thеrе аrе mаny рlug-іns thаt yоu саn іnstаll tо аutоmаtе suсh thіngs.

Cons

Thе рlаtfоrm аt fіrst mаy sееm dіffісult, but whеn yоu hаvе еnоugh еxреrіеnсе, thе рlаtfоrm mаkеs yоur wоrk vеry еаsy.

Service Desk, a great intake tool for Jira

We needed a way to take in user issues and then sort them into the teams that need to handle them. Service desk provides a great interface for our current issue tracking system, so it was a no-brainer.

Pros

We use this software as a front-facing user portal to submit bugs, hardware issues, service requests, etc. I find that it performs this task admirably.

Cons

The system for queueing things is clunky until you figure out it's features, then it's a little slow. I would love the ability to define custom actions on the issue page to remove multiple click issue transitions, like 'transfer to x project'

Solution Service Desk Service

Pros

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

Cons

It's not relevant for small business because the price is expensive enough. But it's really good for overall

Flexible and customizable without complication

We tried both JIRA Service Desk Cloud and Server but chose server so we could maintain our own data. Both products allow us the ability to track support tickets and internal projects across several departments. JIRA's basic features are good, but some of our features required we purchase add-ons. For example, we needed the ability to export reports in formats that the basic reports did not allow, needed to display specific reporter information on each issue, and the ability to CC, BCC, and set importance on an email notification. This was all possible with add-ons.

Pros

Ease of use
Customization
Dashboards
Integrations

Cons

Limited Email Functionality
Some custom settings require system file changes
Limited reporting

Service desk problems solved

nil.

Pros

Flexibility: we were able to effectively shoe horn Jira into our business to cover all "works" requests which included; IT help requests, building maintenance, truck maintenance and fuel equipment maintenance.

Cons

I would have liked to be able to create my own "Local" users for my staff so they could login to my Jira with that, instead on everyone making their own cloud accounts.

Jira for issue tracking

We use jira for bug tracking and issues maintenance and it has been a great help so far

Pros

It really easy to keep tracks of bugs and user stories and tasks in one place categorized by the board. And automated emails will be sent according to the changes to an assigned particular task. Other plugins also can be integrated to support

Cons

And the learning curve is high for beginners due to the complexity of the features. The usability aspect can be improved.

Great software with an unfair pricing model

We are using JIRA service desk to disconnect the business departments from the detail of the IT department. Tickets are logged and then broken down and assigned into the IT team to be completed. Business users have a single interface to work with that is simple and only shows them the information that they need.

Pros

JIRA service desk provides seamless integration of consumer support and back end developer workflow processes.

Cons

The scaling pricing model is not cost effective to small businesses

Jira Service Desk Review

It is an excellent ticketing system, easy to use, and track incidents.

Pros

I used this software when I worked on a technical support help desk. I liked that the dashboard functionality and the ability to customize your view. There is a variety of widgets that are supported that assist with efficiency.

Cons

Our company worked with a separate company that also utilized this product. We created separate incidents in both systems if their assistance was needed. We noted each ticket with the relationship to the other's Jira system. While working in two systems was a con in regards to ease of use, this is not a fault of the software itself as there are obvious security issues in linking two companies together.

Good if you're already in the JIRA/Atlassian ecosystem

Pros

* Great customer portal
* Links up with Confluence as a knowledge base (Be sure to get all of your permissions triple-checked before unleashing this to your customers)
* Easily integrates to JIRA, if your dev team is set up on this

Cons

* Poor documentation
* Default responses show to customers, so be careful!
* Seems more apt for internal IT support rather than customer facing SaaS companies

Nice that it works with Jira, but not much else is great

Pros

We love that it combines with so well with Jira primary software. We use Jira extensively and this integrated very nicely into the rest of our workflow.

Cons

It doesn't have a lot of functionality and is very hard to use, so we're not very happy with the actual Service Desk side.

Useful Tool That We Have Come To Rely On

We use Jira to manage our development projects and support requests. It's the best tool we've come across for the job.

Pros

Clear presentation of data. Good reporting features. Great collaboration for teams in remote locations.

Cons

Setting up some elements can be a little complicated, but that's all I can think of.

Not Great for Helpdesk Purposes

I looked forward to setting up JIRA Service Desk as a welcome challenge to create a helpdesk ticketing system from scratch. They have some presets for you to choose from, but only a couple of them were applicable to the way we do business out of the box. I enjoyed that I was able to create workflows to make automation easy/possible. However, I was constantly running into configuration confusion when trying to piece together the parts that make everything work properly; the admin console was often hard to navigate. Licensing was also an issue for us. We were using the cheapest version of the software because there were only two administrators using the software, and the price spike didn't warrant more licensing. However, I wanted to be able to assign users to specific roles within a ticket so they would be able to receive status emails, but they were unable to watch or approve tickets because the console did not recognize them as properly licensed users. To me, licensed users should not need to include managers who may need to watch or approve certain tickets, but Atlassian's structure is not setup this way.

Pros

I liked that I was able to build out workflows in order to make managing tickets more automated.

Cons

It was often hard to configure, and licensing makes approval processes very restrictive.

Great but not user friendly

I've had to take some time to learn this application although once I knew the basics on how to navigate within the application it became easier to understand

Pros

Great for project management, if teams or multiple people are collaborating on a project this is a great product, it helps everyone stay up to date in real time

Cons

Not easy to use, learning curve, not user friendly

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.

Easy to set up and create a service request portal

Pros

Ease of use, easy to customize, various form creation, easy to add in own branding.
The customization of the look and feel was quick and simple.

Cons

There were no cons. The implementation was fast and the customization was easy. I would highly recommend this for anyone who wants to create a ticket system.

Manage your project tasks efficiently

Pros

Easy to manage and assign different people to tasks
Great features: batch updates, dashboards and follow issues
This tool allows to create and manage agile project
Easy to configure and use

Cons

Search scripting is dificult to use. Sometimes you need to search an old task and it can be hard.

Good, but hard to master, issue / ticket system

Pros

Past communication between ourselves and our clients via Jira SD can be easily navigated and searched, especially useful when the issue stretches over several months, even years.
We've been using Jira SD for years now and have no intention of switching, even after all of its short-comings we still find it extremely useful.

Cons

Rather hard to use when new to the product, the UI really isn't intuitive at all. When trying to get non-techy people to use this they find it nearly impossible to navigate.
If users are left to their own devices without clear guidance and training this system very quickly turns into a busy, even harder-to-use system.

Honest review

Overall I would recommend Jira, it can be time consuming to initially set up, once that is done it's smooth sailing.

Pros

As a software Tester, I have found over the years that Jira is essential for tracking bugs with our developers and seeing which issues are ready for deployment. This softaware can be used really for any type of business.

Cons

Creating Custom search filters was the hardest part, as there was not a lot of documentation at the time. I feel like there are a lot of features that are in the software that we do not utilize due to the lack of documentation.

My Feedback

Pros

I like being able to expose the project to non-licensed users and support a broad customer base.

Cons

- Search for customers is too rudimentary
- Not able to pre-populate fields on form entry
- Customer view page layout lacks details
- Unable to use fields like the project field since the customer is not a licensed user.
- Cost per service desk license on top of jira software license is high
- Assigning organizations to customers is not easily accomplished
- Through REST API, the name field for customer is populated with a global id versus a name

JIRA Software Experience Review

Pros

I love the design, its very good for me and I also love that is has a useful metrics that are easy to configure and very easy to use.

Cons

The portal for costumer is not that great maybe the developers can improve this. And it only supports one language