JIRA Service Desk Software

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.

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

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)

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.

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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

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!!!

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

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.

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.