JIRA Service Desk Software


 

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.

 

JIRA Service Desk - Help center
 
  • JIRA Service Desk - Help center
    Help center
  • JIRA Service Desk - Problem management
    Problem management
  • JIRA Service Desk - Workload report
    Workload report
  • JIRA Service Desk - Change management
    Change management
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Web browser (OS agnostic), Windows 2000, Windows 8, Windows 10

135 Reviews of JIRA Service Desk

 

Start your review of JIRA Service Desk

Click to start
https://www.softwareadvice.com/crm/jira-service-desk-review/
Software Advice Reviews (19)
More Reviews (116)

Showing 1-19 of 19

Nidia from Atom Engineering, PLLC
Specialty: Energy
Number of employees: 2-10 employees Employees number: 2-10 employees

April 2018

April 2018

Use to easy to use product

Ease-of-use

Functionality

Product Quality

Customer 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.

Review Source
 
 

Matthew from Salvation Army Kroc Center Hawaii
Specialty: Non-Profit
Number of employees: 201-500 employees Employees number: 201-500 employees

March 2018

March 2018

Recommend to most companies

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

This is an affordable solution to any kind of business who needs a customer service platform. It's necessary for keeping clients and our staff connected.

Cons

It can take quite a while to get used to all the features and settings. Once our IT held a series of mandatory trainings we all figured it out.

Review Source
 
 

mattt from HomeAway
Specialty: Hospitality / Travel
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

March 2018

March 2018

Jira is great for tracking issues, bugs and project progress

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

You can customize the system to work with your business. Its great for Agile and allows for a progress tracking of issues from start to finish. It also integrated with sales-force so you can add affected cases to your jira ticket.

Cons

It can be difficult to search for issues in Jira, if you dont remember your ticket number plan to spend some time looking.

Review Source
 
 

Prateek from Byte Matrix Pvt. Ltd.
Specialty: Software / IT
Number of employees: 201-500 employees Employees number: 201-500 employees

March 2018

March 2018

Best solution in market for any Digital/IT company

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Value for Money

Pros

1) Extremely well thought of ticket management via Epic links, project buckets etc
2) Issue collector functionality that can be directly embedded to websites and web portals
3) Tickets can be linked with other Atlassian products like a Conflience page or bit bucket
4) Easy to create and manage sprints

Cons

1) Third party integrations are not available/limited like that with google drive etc.
2) There are few free solutions that offer something similar. Not as rohbust as JIRA but might still do the job for few.

Review Source
 
 

Maria from Epsilon
Specialty: Banking
Number of employees: 10,000+ employees Employees number: 10,000+ employees

March 2018

March 2018

It is a powerful tool

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

It's great for collaboration and seeing how progress is going on a project, as well as reporting on issues that a team is working on. It's great for maintaining the history of work on a project/software project.

Cons

The standard layout of fields on issue types keeps non educated users of Jira in a silo mode about the capabilities on Jira which narrows their mindsets on what an be achieved with Jira.

Review Source
 
 

Gerson from cordbid
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2018

March 2018

Excellent for big projects.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

A very compelta application, useful for small and large teams, but more thought for the big ones, allows you to have a complete follow-up of your project, apply agile methodologies and correct errors and have a record of them, it is excellent, use it and you will like it!!

Pros

Jira has very useful tools for managing projects, in my opinion you exploit its advantages when they are big teams, its main advantage is the follow-up to the development and progress of the projects, the errors that arise during the development process and the management operational, it helps you see more, to improve development times and correct errors for your next project, also has free trials so you can enjoy its benefits.

Cons

The truth is that it is a very complete program, but I think your biggest benefit is when you are big projects, if you are a small team I think other tools will be better suited, besides the price is a bit high.

Review Source
 
 

Donald from Rialto
Specialty: Other
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2018

March 2018

Jira is great!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

A strong recommend from us. Simplifies so many things internally.

Pros

We have been using Jira to organize internal workflow and project manager for months. It has proven incredibly useful for our marketing directors in house and on location.

Review Source
 
 

Kevin from Megapath
Specialty: Telecommunications
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

February 2018

February 2018

Tool for the Customer Service Era

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Lots of bang for your buck. This a great tool at a reasonable price and it is highly customizable.

Pros

Amazing tool and a fantastic interface. They have really adopted Jira into a very strong and positive experience for the end user making it easier to provide better customer service. We use this as a ticket/RMA/Customer experience tool and have had loads of success.

Cons

Initial setup can be tricky. From a development standpoint, not a ton that you have to do but some development is required. The SFDC integration is fairly straightforward but can have challenges by way of custom variables and data transformations.

Review Source
 
 

Jeremy from The Falls Event Center
Specialty: Engineering
Number of employees: 51-200 employees Employees number: 51-200 employees

February 2018

February 2018

Great software! AN IT MUST

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Trial version has no feature limitation in the time period. You are able to customize your dashboard, very nice selection of defined reports.

Cons

Limited to one domain, not the best for integrated knowledge base, customer support answers always seems to be wait for the next release.

Review Source
 
 

Max from Infobahn Softworld
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

February 2018

February 2018

Best Project Management Software with great integrations

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Lots of integrations with development tools. Some of them are Bitbucket(PR and commit references), Hipchat(Stride), Fabric(Crashlytics), HockeyApp and many more.

Cons

the response time and loading speed sometimes can be laggy or slow and expensive for small companies

Review Source
 
 

Kathy from DST
Specialty: Software / IT
Number of employees: 10,000+ employees Employees number: 10,000+ employees

January 2018

January 2018

Jira Service desk

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

Software is easy to use. Ability to customize workflow of tickets as well as input forms is helpful.

Cons

Reporting and dashboard creation takes a bit to learn. Reporting is not self explanatory and can be frustrating. Once concepts are grasped it is easy to use.

Review Source
 
 

Stephanie from Liberty Mutual Insurance
Specialty: Telecommunications
Number of employees: 10,000+ employees Employees number: 10,000+ employees

November 2017

November 2017

JIRA makes providing service easy!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Our intake team would not be able to survive without JIRA Service Desk. We direct all employees to the platform with any technical issue they have, and it keeps all of the requests organized and streamlined. We really like the collaboration functionality since we often have multiple people working on the same ticket, and being able to upload files and screenshots of the user experience makes working through the reqs a million times more efficient.

Cons

The downside is when JIRA is making a system update on the backend, it impacts the whole system for a while which puts a stop to our work temporarily. They usually fix bugs in a very timely manner and try to do entire upgrades over the weekend as to not interrupt workflow.

Review Source
 
 

Norbert from Otto Bock HealthCare GmbH
Specialty: Healthcare / Medicine
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

September 2017

September 2017

We believe in Jira Service Desk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

We decided to use Jira 2 years ago and never regret our decision.

Pros

- Ease-of-use
- Easy to customize
- Very good usability
- Very good performace
- Bechmark in agile servive management tools

Cons

- the reporting could be better
- we would like to have a connectivity with SAP
- the standard export of reports to PDF could be better

Review Source
 
 

Pasha from portal
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2017

September 2017

Internal Service Desk for IT Services in a small company

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

* Decent out-of-the-box functionality
* Easy to set up
* Integration possibilities with other Atlassian products

Cons

* Limited customization possibilities
* Difficult to produce detailed reporting
* Cumbersome backup of the hosted instance

Review Source
 
 

Cooper from Sovrn Holdings, Inc.
Specialty: Advertising
Number of employees: 201-500 employees Employees number: 201-500 employees

August 2017

August 2017

A Great App With Some Annoying Flaws

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Overall, Jira Service Desk provides a well rounded package for anyone looking to build a customer portal for helpdesk-type teams. It's an excellent choice if your company is already using Jira Software or Jira Business because the use workflow and editing workflow are very familiar and are one in the same for many things (e.g. Workflows & Screens)

Pros

- Adds helpful features that Jira Software doesn't support
- Clean customer portal that allows for easy(ish) ticket creation
- Integrates with Confluence to provide helpful articles to customers
- Customizable time tracking SLAs with support for custom calenders and start/pause/stop automation

Cons

- The editing workflow is confusing and spread out
- Lacks some common features that Jira Software had included for years (e.g removing email signatures from email-submitted tickets and comments)
- Requires expensive add on to group multiple projects into one queue

Review Source
 
 

Lauren from Voxable
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

March 2017

March 2017

Complex software that is really powerful.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

That it is so versatile and customizable, and solves so many problems for our business. It helps us have a clear view of all the tasks going on with our team.

Cons

It can be a bit confusing to configure, and because it has so many configuration options, I can get a little lost in figuring out the best way to make it work for me.

 
 

Yuki from Ohana Inc
Specialty: Other
Number of employees: 10,000+ employees Employees number: 10,000+ employees

March 2017

March 2017

Support help desk

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Value for Money

Pros

Jira service desk helped my team enter customer satisfaction and bug issues . This was easy to use and a place to add comments

Cons

The only issues we had was adding new functionality. We had to learn workarounds for what we wanted.

 
 

Britnie from Rosetta Stone
Specialty: Software / IT
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

November 2016

November 2016

Jira

Ease-of-use

Functionality

Product Quality

Customer Support
N/A

Not as easy as it should be to find what I am looking for on the site.

 
 

Maarten from Persgroep
Specialty: Media

August 2016

August 2016

JIRA Service Desk is not a Help Desk tool, it's much more

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Likes Best

The integration between their tools is awesome. Obviously JIRA Service Desk uses JIRA in the back, which gives you all the powers of a regular JIRA project.

But that's not all! You can link your JIRA (Service Desk) with Confluence (knowledge base), HipChat (quick and easy communication via chat), and much more.

Likes Least

The product is only a couple of years old and has been growing a lot. Until a couple of months ago we were really missing the WYSIWYG editor for customers logging a request but as usual Atlassian has resolved that issue by releasing a new version that includes this WYSIWYG editor.

Recommendations

Basically the way I would start evaluating every piece of software. Start small, grow big. So start using JIRA Service Desk within a single team with a small amount of end-users they are supporting. Believe me when I say, these end-users will start asking to use JIRA Service Desk at other places as well. (At least that's what happend at my company)

 
 
 
Showing 1-20 of 116


April 2018

April 2018

Jira a great way to manage

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 

Ayushi from ASU

April 2018

April 2018

A good software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source: Capterra
 

Thomas from 3server
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2018

March 2018

Service Desk is great product if you already have Jira software and you need handle SLA

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 

Italo from Citibank

March 2018

March 2018

Very good tool to manage Marketing requests

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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"

Review Source: Capterra
 


March 2018

March 2018

Technical Support Analyst that uses JIRA to interact and monitor activity with Product Engineers.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source: Capterra
 

Pascal from Nuglif inc.
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2018

March 2018

Incredible integration with other Atlassian product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source: Capterra
 

Carmen from Quorum Review

February 2018

February 2018

Very clean and smooth way to submit tickets internally.

Ease-of-use

Functionality

Product Quality

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
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.

Review Source: Capterra
 


February 2018

February 2018

We have been using the Jira service desk for a couple of years - easy to get setup and started with

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 

Marvin from Payreto
Number of employees: 51-200 employees Employees number: 51-200 employees

February 2018

February 2018

Mr. Fantastic

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Very flexible tool, very useful in seeking assistance especially to our IT team, very simple and user friendly

Cons

It takes some expertise to set it up to suite a team's particular need. Most teams will need some JIRA/JIRA Service Desk expertise from someone to set it up. Once that happen, using it is easy

Review Source: GetApp
 


February 2018

February 2018

Powerful service desk tool

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Lots of integration between the JIRA tools which makes JIRA SD an easy choice. Customizing workflow is easy and it's fantastic at keeping all our requests in order, too. The collaboration function is awesome. Several people are able to work on the same ticket at the same time which is essential to solving more complicated issues. User portal is pretty intuitive and makes it easy to file tickets.

Cons

Customizing your reporting is a learning curve and can be frustrating. When the system is being updated it goes down entirely, which can be a pain if that doesn't work for your schedule. These are usually done in the evenings and weekends, however, so it's not that big of an issue. On occasion, lag can be an issue. JIRA SD may not be a good choice for smaller businesses because it is on the expensive side.

Review Source: Capterra
 

Ryan from Synetic
Number of employees: 11-50 employees Employees number: 11-50 employees

January 2018

January 2018

Brings your servicedesk to a new level

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

If you're a bit experienced with Jira then its really not hard to learn Jira Service desk. It provides many automatic services that make ur life easier.

Cons

Its sometimes hard to personalize Jira service desk to ur own servicedesk, for the simple servicedesk on the other hand its a great implementation

Review Source: Capterra
 

Turan from Metalcam
Number of employees: 11-50 employees Employees number: 11-50 employees

January 2018

January 2018

Flexible Customizible and Integrated

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Integration and flexibility

Pros

Fully customize. You can get everything and can fully customize according your needs. Wide complimentary range of products and all fully integrated.

Cons

1. Price
2. Need a time for customization, however this is a normal for this kind of system. You my forget after a wile how you customize specific things,

Review Source: Capterra
 


December 2017

December 2017

Easy to Use

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

It's very easy to use and learn, especially if you already use other Atlassian products. It integrates well and had many areas to customize.

Cons

It could be more helpful if there was a higher level of control of the workflows so that users could make them highly custom and the perfect fit.

Review Source: GetApp
 

Jens from Einhell Germany AG

October 2017

October 2017

Jira Service Desk improved our customer support

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

- very good integration to jira
- has all Jira functions
- possibility to create internal comments which really helps for side conversation with colleagues

Cons

Like many other Atlassian products, there are many addons which can bring you more functionality but also more costs

Review Source: Capterra
 

David from Meelogic Consulting GmbH
Number of employees: 201-500 employees Employees number: 201-500 employees

September 2017

September 2017

Very flexible. Integrates great with other tools.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

The configuration is easy and most flexible concerning workflows, screens, fields and so on. There are many add-ons available in marketplace to enhance it's functionality.

Cons

You can not disable or customize the Welcome-E-Mail for new customers by configuration (there is some workaround by coding, but that can't be it!). Definitely an absolute no-go. Please fix asap!

Review Source: Capterra
 

David from Runtime Technologies

September 2017

September 2017

Easy to stand-up and get going but also very powerful

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

I like that it has all of the features of Jira along with a modern support desk. We can customize workflows, fields, etc all while maintaining a quality customer experience

Cons

The customer portal needs more branding and customization options. For example, I'd like to use this to build out a content rich landing page to start the support experience.

Review Source: Capterra
 

Gary from Public Health England
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

September 2017

September 2017

JSD has solved many problems for us as an organisation.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 

Alexander from ByteSource Technology Consulting GmbH
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2017

September 2017

Easy to use , not hard to setup, lots of addons

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Review Source: Capterra
 

Thanos from Adaptavist

September 2017

September 2017

Plugin development for Service Desk

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
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)

Review Source: Capterra
 

Jonathan from Adaptavist

September 2017

September 2017

JIRA Service desk is integral to our customer support, even though extensibility is a problem

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source: Capterra
 
 
Write a Review