From the Trusted Atlassian

In a crowded space for helpdesk apps, Jira Service Desk stood out because of the company that backs it up, its family of related apps and, the current integrations with existing third-party apps out there. Jira SD is well worth trying out.

Pros

From the same company of my favorite and trusted apps like Trello and Jira... We then gave Jira Service Desk a try. The user interface has a modern look and feel and is intuitive enough even for a novice user or admin. It has a pretty standard set of tools to run your usual IT Helpdesk and Support roles straight out of the box (Incident management, Problem, Change, SLA management, etc.). In fact, you can set up your helpdesk well within an hour (of course not counting the per company nitty-gritty). Default setup works, but it's also super customizable based on your company needs. The Dashboard has all the at-a-glance metrics, statistics and graphs to keep you up to speed with the overall status. Again, coming from Atlassian, it has a ton of possibilities in terms of integration with other apps. I feel the constant stream of dev improvements and updates.

Cons

Even though I mentioned that the third party apps can be easily integrable, we find the documentation for creating one's own integration apps a bit lacking. Also, the creation of tickets can be more streamlined or simplified (perhaps with the minimum number of fields and button clicks) to make it easier or faster to create and then further details can follow.

Powerful and Capable, but easy to over complicate things

Initial setup can be complex but it can also be super powerful if you are able to configure it properly. It's visual scripting and workflow tool is really capable and easy to learn

Pros

Its flexibility. It's a simple statement, I agree, and you're probably reading this wondering why I'm being so vague. But JIRA software is a bit hard to summarize simply because it's just so flexible. There's no "correct" way to use it. It's rest API is pretty powerful too and very easy to extend Jira to "integrate" with 3rd party applications that doesn't have an official Jira integration.

Cons

Creating workflows can easily become very confusing and you can easily break how your projects in Jira work if you aren't careful. With every Jira production license you also get a free dev license so that you can set up an isolated dev/staging environment. This is invaluable and highly recommended. The downside is that there is no easy way to migrate any of your changes from dev to production. But there are 3rd party plugins for that.

Jira for IT Teams

Overall, this is a great tool for service teams. Managers will enjoy the dashboard view of metrics and the customizable queues.

Pros

The Service Management tool for Atlassian is a great option for medium to large teams. One of my favorite things about this is the customizable options for all areas of the tool. It can be expanded to include all kinds of reportable metrics for teams of any size. There are tons of integrations as well, making this a great tool for those who want flexibility.

Cons

Jira tends to launch updates or force updates for the interface right when we get used to the last set of changes. It is also somewhat slow, or slower than I think it should be, even with solid internet connectivity.

Do all - do nothing

Do you want a tool that does 1000 tasks but all of those tasks are 10% of what you need? GET THIS TOOL. Do you want a tool that has a million different customizations, yet none are what you want and everything is wrongly done? Get it ! Sure it's """cheap""" but with all the time you loose, not worth it. BTW, that 24/7 support, yeah, no, does not exist.

Pros

Well here's a tool that does everything, SD, incidents, KB, alerts, yes, it does a bit or everything.

Cons

It's awfull at doing things good. The new projects are barely compatible with new solutions, incidents and request are not configured correctly and can hardly be put in the same ticketing catalog. No advanced roadmaps (premium feature) in next gen projects. Automations are bad, tickets custom fields are sometimes not uderstood by the automation.

Adept Service Management Tool

Pros

Ease of use and tracking activity made reliable. Dashboard gives a realistic overview of all aspects of project management. Scrum masters' dream come true!

Cons

Integration capabilities could be improved.