JIRA Service Desk Software

Pros

Jira Serice Desk is very similar to other B2B2 ticketing websites where a clients or inner organizations can open a support ticket to get an issue resolved. I like just a few things from Jira which are; its easy to use the UI is very simple to use and navigate through the JIRA service desk web based ticketing system, the ability to track changes in the tickets, make comments either internally or externally, customize the ticket the way i want it to show, either by department, or group or an individual, its subscription based so there is no need of backing up, securing, or changing hardware.

Cons

Well there are number of things that i feel like JIRA is lacking compered to its competitors such as; It does not have the email functionality, when a client opens a ticket jira service desk should integrate an email service such as Outlook, so employees can receive an email if a support ticket has been opened, No other platform is support besides desktop version webpage, Does not have any dashboards or widgets to show the ticket trends, open tickets, closed tickets, other helpful widgets. I believe other competitors are excelling in the areas listed above

Pros

Lots of customization, fits in with the development team in house and makes it easy to pass second/third level tickets back and forth, Support is GREAT.

Cons

It's hard to setup, expensive, lots of options, if you can't go with the hosted version you're always going to be spending time doing updates.

Pros

The depth in this software is abysmal, and as far as organization is concerned, there is no comparable match.

Cons

JIRA is a very helpful and useful program, that is unfortunately still lacking on the design side of the spectrum.

Pros

The user side everything is easy and fine. Opening and tracking ticket is very easy, live chat feature is good. Additionally it has a mobile application.

Cons

The administrator side is very complicated, setup and implementation is very hard with other well-known applications.

Pros

Easy to open and follow tickets. Mobile app is great for notifying when your tickets have been updated.

Cons

Requires IT team to setup a lot of the features which is hard to get completed. Wish it could be more out of the box ready.

Pros

Keeps our IT dept organized, and makes sure we also are able to have a resource centre for our internal teams.

Cons

Not much, everything is already setup for us, but it is quite a powerful piece of software so there must've been a lot of setup on the administrator's end.

Pros

It's definitely an accessible software - I particularly appreciated that customization was fairly easy even for non technical resources. It didn't require a system admin nor engineer to make changes - non developers can easily understand the layout, ui, etc.

Cons

the visual cues and aids are not terribly colorful or robust, the design is simple but it wouldn't hurt to go through a facelift to make it look more modern, dynamic, and interactive.

Pros

Jira Service Desk is amazing ticketing system, it's easy to track and deal with issues and it has a great deal of customization for better fitting the company's needs. It's a very flexible and intuitive tool.

Cons

Searching tickets can be a bit of a challenge if you have lost/forgotten the ticket number, but still not impossible. It's orientated more towards the larger companies and smaller ones may needs to opt for a different software

Pros

Since we use JIRA Software, it was just a matter of time until we decided to implement JIRA Service Desk. So far it's worked fairly well and gives us a central location to manage our helpdesk requests from our employees. Being a JIRA product, you know it's powerful, but you also know that it takes a bit of work to get it up and running. You also know it's not going to look too sexy ;) It does it's job and gives us a good place to manage our tickets and gives our users the option to leave feedback, which helps us do our job even better.

Cons

It's JIRA, it's not the most aesthetically pleasing tool, but it does what it advertises and help us more easily manage our tickets.

Pros

It integrated perfectly with JIRA as it´s a extension of it but the ease of use of this tool is amazing. You a few steps you get your service desk implemented.

Cons

You need to use JIRA, meaning that you will need to configure it before working with this tool and this will be a big configuration task.

Pros

We have just begun using a Jira-based ticketing system to gain support from one of our vendors. So we are users rather than Administrators. However, our experience as users has made us strongly consider Jira for future projects and support implementations.

It has a fantastic user interface with a decent amount of features. That said, our vendor did a slow-drip on features for us, and I'm not even convinced that they have enabled all of them yet. But just from what we've experienced, we love the software.

Cons

The slow-drip of features from our vendor (such as seeing who is posting a response) initially made us think that Jira was to blame, but that clearly wasn't the case. I am still uncertain of whether certain features just aren't available or haven't been turned on for us, but I am confident that Jira is a reliable tool for ticketing management.

Honestly, the bar is pretty low for ticketing software in my opinion, as I've seen a lot of poor software in this environment. Jira is definitely the best that I have seen so far, and I am hoping it will continue to improve. I look forward to us potentially using Jira to support our own users, so I can see it from an Administrative point-of-view.

Pros

Managed queues and interactive reports - this is what our company needs in order to make it as easy as possible for employees to work and systematize customer requests. Now we do not need to sort all the orders, in manual mode, set priorities, etc.

Cons

All the functions of the service are difficult to master, but it's very good that the guys from technical support react quickly and help. Another advantage is the availability of a large number of training video courses and seminars. So the service does not have big shortcomings.

I am able to track all of the internal changes of the company. As well the transparency of the system is great. There is not a lot of things you'll need to learn as it is really easy to use.

Pros

I really like the ease of use with JIRA. We are able to track changes internally very easily. I can set several parameters to truly customize the experience.

Cons

I wish there was an option for a user to change the color scheme. The UI is very bright and white and I wish there was a darker mode that was easier on the eyes.

Pros

It has a lot of features which are required by our company. I would definitely recommend it to other users.

Cons

It might be little overwhelming to get started with. A simpler user interface would help in solving a lot of issues.

With Service Desk we can work with SLA.

Pros

Great integration with Jira software.
You can test Service Desk with trial licence.
Service Desk can create tasks/issues automatically from your Inbox.
Multiple SLA settings per projects.
Atlassian have fast support team.
Easy to install.

Cons

Pretty crazy pricing.You can't post internal comment for your DevOps team and public comment to customer at the same time - you must do one by one.

In general it is very good to have an overview of the help desk and the requirements

Pros

The application is very intuitive and easy-to-use tool for both end users and Helpdesk staff
It is easy to configure

Cons

I can´t think of many things that I don´t like but I don´t like that it has no application for mobile devices"

Pros

Ease of use.
Search functionality
Notification system
Professional feel
Customization
Access of reports

Cons

Until you put in time to customize the look, it start off being cluttered, but this is easily corrected.

Pros

Jira Service Desk is an incredible HelpDesk software.
Designing flow and interaction is easy has it is with Jira.
Integration with other Atlassian software is incredible, it work so well with Jira, Confluence, and other softwares that the the vendor is offering.

Cons

If you are new to Atlassian product, there could be a learning curve to properly setup everything that you want.

Pros

For our use, it is very intuitive and smooth submission process. Also there is no character limit which is awesome! I don't have to save in a word document prior to entering in the system :).

Cons

I do not like that I cannot see previous tickets upon login. I have to remember the range or status in order to look into an older request.

The Jira Support Desk provides relatively straightforward integration with other Atlassian tools such as Bitbucket, Confluence and Tempo - we are ably to scope our support effort, track the resources expended and provide timely insight.

Pros

The best part of the package is the ease of implementation, particularly the hosted subscription - no worries about hardware, security or backups!

Cons

For the subscription implementation, there are occasionally changes made by the vendor for maintenance or security reasons without clear advance notification or a complete understanding of the impacts. As with any SaaS solution, vendor changes can be disruptive - even sometimes deprecating used features.