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.

Help center
Help center
Help center
Problem management
Problem management
Workload report
Workload report
Change management
Change management

Supported Operating System(s):

Windows 7, Windows Vista, Windows XP, Web browser (OS agnostic), Windows 2000, Windows 8, Windows 10



167 Reviews of JIRA Service Desk

Overall rating

4.5 / 5 stars

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Showing 1 - 20 of 167 reviews

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Daniel from CoreCommerce

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

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.

Travis from Garmin International

Number of employees:  10,000+ employees

Ease-of-use

Value for money

Functionality

October 2018

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

Spencer from MongoDB Inc.

Specialty:  Software / IT

Number of employees:  501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

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

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Verified Reviewer

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

Simple service desk

Pros

We were using this product in my last company together with JIRA, and it was worth ti. You can customize it and make the UI your clients see really simple - and the added bonus from the JIRA integration made tracking issues really easy.

Cons

I liked everything, but as we were using JIRA, the integration was the most important thing for us. I noticed that they don't have inbuilt chat system, but they claim that there as some add-ons which can add live chat functionality.

Jim from Wandisco

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

I love Jira

Good

Pros

Ease of use, reporting, shiny shiny interface

Cons

Feature requests slow to get implemented

Jack from Inscyth Technologies, Inc.

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

August 2018

JSD has a lot to offer, but requires a lot to learn

JSD offers a lot for any company needing to maintain a service desk to manage the support requests it handles from its clients/customers. Because it is a Jira (Atalassian) product, it is most likely utilized along with other Jira tools, and plays quite well with those. Due to this integration aspect, thought, the layers of security necessitated within user settings requires a considerable amount of learning/training, which is not easily attained without paying for it from Atalassian. And, while I understand, respect (and even applaud) the market-oriented principle of this, it does seem a bit intentional that there are no reliable helps available outside of Atlassian (for example, any tutorials you will find on YouTube for assisting with certain user configs, settings, steps, etc. are applicable to much older versions of the software, and to a great extent, are not applicable to the current version). This would not be a negative aspect if Jira did a much better job at keeping their own internal (free) help docs, etc. up to date, so as to apply to the current version, as well. Instead, if one wants highly dependable "helps" it appears the best way to achieve that is to pay Atlassian for their training courses (at prices that are obviously calibrated toward larger companies/corporations. And blindly undertaking such would seem risky if judged by the extent to which their free user tools are kept up to date. This is not, to my knowledge, the common experience with most apps.

Pros

- Lots of tools in one place
- Integrates well with other apps (especially other Atlassian products)
- UI is clean and user friendly (customizable to a sensible extent)
- Contains useful metrics that are easy to configure and gain reports from
- Has multiple layers of user settings available for custom configuration to correlate to preferred levels of access among agents, customers, etc.

Cons

- Email bounce in frequently fails (bugs?)
- Depth of Jira admin user knowledge required for strong mastery of this app; time consuming to acquire a reliable user knowledge (which is necessary to utilize the app with the least bit of efficiency)
- Help docs, support mechanism unreliable/outdated (needs to be fresh and current to be applicable to present version of app)
- Confusing settings requirements for some user modifications needs (esp. where mapping/editing workflow schemes are concerned)
- Completely inadequate amount of general helps/tutorials available outside of Atlassian (YouTube, Google search, etc. for example) which seems a bit suppressed by design. Atlassian offers extensive training, but at a premium cost.
- Costly for the overall effectiveness it provides, after factoring these negatives along with the user time required to really learn the application.

Fraser from Ideagen PLC

Specialty:  Software / IT

Number of employees:  201-500 employees

Ease-of-use

Functionality

August 2018

a very simple, efficient way of providing service support

Pros

- very easy to set up and fast time to benefits. We use JIRA for issue tracking so it's a perfect way of keeping track of the correlation between issue logging and support delivery

Cons

- the customer portal is not great; we used it for a period but switched to another system shortly after

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Verified Reviewer

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

July 2018

Robust, but complicated

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.

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Verified Reviewer

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

July 2018

Unlike others, doesn't need complex configuration

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.

Seth from Vivint

Ease-of-use

Value for money

Customer support

Functionality

July 2018

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

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.

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Verified Reviewer

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

July 2018

A ton of functionality but not very intuitive

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.

Jen from Lexis Nexis

Number of employees:  501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

July 2018

Efficient software

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.

Adnan from Atos India

Specialty:  Software / IT

Number of employees:  10,000+ employees

Ease-of-use

Value for money

Customer support

Functionality

July 2018

Very useful and effective tool for filing bugs

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

Patrick from Les Idées de Fous

Number of employees:  2-10 employees

Ease-of-use

Value for money

Customer support

Functionality

June 2018

Essential for tracking software and IT support requests

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.

YagneshKumar from ProfitSword, LLC

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

June 2018

Jira Review

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

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Verified Reviewer

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

June 2018

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

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.

Thomas from Yelp

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

Ease-of-use

Value for money

Customer support

Functionality

June 2018

JIRA is the ultimate project managemet tool

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.

Fatih from VK Bilgi

Ease-of-use

Functionality

June 2018

It does the job.

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.

Nicole from Techvatio

Ease-of-use

Value for money

Customer support

Functionality

June 2018

Easy way to track tickets

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.

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Verified Reviewer

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

Ease-of-use

Value for money

Customer support

Functionality

May 2018

Great resource for internal teams

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.


Displaying 1 - 20 of 167 reviews