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JIRA Service Desk Software

158 reviews(4.5/5)
158 reviews(4.5/5)

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.

Supported Operating System(s):
Windows 7 , Windows Vista , Windows XP , Web browser (OS agnostic) , Windows 2000 , Windows 8 , Windows 10

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158 Reviews of JIRA Service Desk

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  • Verified Reviewer

    Number of employees: 51-200 employees

    July 2018

    Robust, but complicated

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    This is an amazing tool for managing both our day-to-day incidents as well as higher-level enhancement/sprint-level work. It has just about everything you need to manage your workers, resources, solutions, etc.

    Cons

    The only reason this is rated less than a 5 for ease of use is that it requires a certain amount of external knowledge on project processes in order to get the most out of the tool.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 51-200 employees

    July 2018

    Unlike others, doesn't need complex configuration

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • Seth from Vivint

    July 2018

    A great product at a reasonable price point. (This review is for the Cloud version.)

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Flexibility - Beyond the massive amount of flexibility the base product provides, plugins allow even more customization to fit the specific needs of my organization. Every hurdle we've found has had a solution.

    Cons

    Sometimes the depth of customization can get far too complex without much in the way of help and you can get lost trying to implement something. It doesn't like to behave nicely with the back button, so multi-tabbing when performing admin tasks is a must. Cloud doesn't LDAP sync, so getting customers automatically added is a big pain.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 51-200 employees

    July 2018

    A ton of functionality but not very intuitive

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Project management, task management, roadmap organization.

    Pros

    There is a lot of flexibility and features. You can set up different projects to serve different parts of your organization, not just the dev/product team. It's a good way to keep track of tasks and make sure all stakeholders know what the roadmap looks like and where any specific project is at. You can easily have a high level or granular view of projects/tasks and collaborate with others on them.

    Cons

    It's a bit of a learning curve getting into it. Unless you are specifically trained on a lot of the functionality, it's hard to move around within the software. I often find myself lost when trying to get to a project or manage a task because I didn't have a lot of training when I first started using Jira. It's not very intuitive for a user who hasn't been trained.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • Jen from Lexis Nexis

    Number of employees: 501-1,000 employees

    July 2018

    Efficient software

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Efficient tool to manage tickets.

    Pros

    This web portal helps out team manage the tasks and issues effectively and real time with the stakeholders and customers. Customer can fill out a form and engineers review and fix issues readily.

    Cons

    It is difficult to query the items if you are not familiar with it. I only ask help from my team to create a report for me to view the items I want to see and then I can work on it.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Adnan from Atos India

    Specialty: Software / IT

    Number of employees: 10,000+ employees

    July 2018

    Very useful and effective tool for filing bugs

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    UX design can be improved further

    Pros

    A user friendly and effective tool for filing and tracking of bugs in software and IT products with essential features as required

    Cons

    No such cons that we have come across as far as the purpose of tools\application is concerned how ever the interface and UX can be further improved for making it more user friendly and easy

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source

  • Patrick from Les Idées de Fous

    Number of employees: 2-10 employees

    June 2018

    Essential for tracking software and IT support requests

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    It is simply the best tool to answer support request from clients and send issue to the development team directly in Jira.

    Pros

    Our team (and our clients) really like the integration with the Knowledge Base stored in Confluence. It helps preventing wasting time answering the same issues over and over again. The whole process of submitting an issue will also categorize the issue by component and priority, which in turn will associate the configured SLA.

    Cons

    Only supports one language.
    It's not possible to share some request types and groups between multiple projects. Useful if you offer the same services to multiple clients.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • YagneshKumar from ProfitSword, LLC

    Number of employees: 51-200 employees

    June 2018

    Jira Review

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 51-200 employees

    June 2018

    Jira is great, lots of options, HARD to set up right

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • Thomas from Yelp

    Number of employees: 1,001-5,000 employees

    June 2018

    JIRA is the ultimate project managemet tool

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • Fatih from VK Bilgi

    June 2018

    It does the job.

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • Nicole from Techvatio

    June 2018

    Easy way to track tickets

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 5,001-10,000 employees

    May 2018

    Great resource for internal teams

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: GetApp
  • Verified Reviewer

    May 2018

    Great tie-ins to JIRA Agile and Confluence, clean UI, very easily customizable, personalization too!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 501-1,000 employees

    May 2018

    Recommended software

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 201-500 employees

    May 2018

    Service desk that works well with other JIRA tools

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: GetApp

  • Arthur from DUOSHIRO

    May 2018

    A great way of managing your issues using JIRA as a backend

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 1,001-5,000 employees

    May 2018

    A Great Ticketing System

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • Rajana from mytaskhelper.com

    Number of employees: 2-10 employees

    April 2018

    Thanks for the cool service!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • Nidia from Atom Engineering, PLLC

    Specialty: Energy

    Number of employees: 2-10 employees

    April 2018

    Use to easy to use product

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Very details and easy to use. Getting around the menu are easily labeled. You are able to use it to log time.

    Cons

    Searching is not as easy as the use of the software. Searching for specific issues can be a little complicated.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
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