About JIRA Service Desk

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 tra...


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Supported Operating System(s):

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

248 Reviews of JIRA Service Desk

Average User Ratings

Overall

4.36 / 5 stars

Ease-of-use

4.0

Value for money

4.0

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(132)

132

4 stars

(90)

90

3 stars

(22)

22

2 stars

(5)

5

1 stars

(3)

3

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 248 results

June 2019

Peter from University of St Andrews

Company Size: 501-1,000 employees

Industry: Higher Education

Time Used: More than 2 years

Review Source: GetApp


Ease-of-use

4.0

Value for money

2.0

Customer support

4.0

Functionality

4.0

June 2019

Powerful but confusing ticket manager

Once we got our heads around the rather clunky and busy UI we've realized just how useful JIRA is. It's now the Universities ticket manager of choice and is used by every member of support staff. No other ticket manager (that we've found) comes close to the features offered by JIRA.

Pros

JIRA offers a huge amount of features, from simple support tickets to project workflow planning. Our method of project management (agile) works brilliantly with this, we're able to assign work in 'Sprints' that match our real working week. The ability to link JIRA with other 3rd party applications is excellent, we've integrated it with our content management system and QA / testing software. The wide use of JIRA makes communicating with other organisations much easier, most support companies are at least registered here.

Cons

The pricing is rather expensive, its not too much of a problem for a large institution such as ours, but for smaller businesses this may be too much. The user-interface and general layouts really aren't intuitive, for a new user it takes a while to get their head around the various features and processes. It took a few weeks for even the more experienced developers to get used to it.

October 2019

Chris from LO3 Energy

Company Size: 11-50 employees

Industry: Renewables & Environment

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

3.0

Value for money

3.0

Functionality

2.0

October 2019

Ok start, missing some key features

We have a ticket workflow for IT, so things are being tracked now.

Pros

Integration with other Atlassian products. Allowed us to start tracking IT issues and requests without having to bring on yet another tool.

Cons

Would like to be able to more effectively roll out custom support portals for our users, but no native support for custom URLs makes this more difficult. It's too easy for customers to browse around and find portals for other customers.

Reasons for Choosing JIRA Service Desk

Went with Jira Service Desk as we are already using Jira and Confluence. This let us avoid yet another tool as well as provide some integration potential (which we're not taking advantage of yet).

January 2020

Angelo from cyber:con

Company Size: 51-200 employees

Industry: Computer Software

Time Used: More than 2 years

Review Source: GetApp


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

January 2020

The best Ticket System

My favourite tool for really big software projects.

Pros

Jira is mighty and comes in play when you have really big software projects. You are able to customise every workflow, and easy manage you projects. Also you can connect it to other Atlassian products and monitor your progress.

Cons

Jira is quite expensive and not to easy to use. So you have to really dig in deep to understand the workflows

November 2019

Andrea from Gattinoni Travel Network Srl

Company Size: 201-500 employees

Industry: Leisure, Travel & Tourism

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

3.0

Value for money

4.0

Customer support

3.0

Functionality

5.0

November 2019

Best on premise

We use on premise version. Software administration can be burdensome for a small staff, updates and monitoring can require quite a lot of time. Price raised two times since first purchase. Apart from this, the tool has enabled us to precisely structure the service desk, reducing by 70% the number of phone calls and emails to better filled forms on the customer portal and the use of a chat addon.

Pros

- High Control - Wide choices of features - Confluence Integration - Very rich suite of addons on premise version...

Cons

- ...which requires extra costs - Some features are too basic and pretty much requires addons - Learning Curve for admin requires effort

May 2019

Angel from Safran Seats USA

Company Size: 1,001-5,000 employees

Industry: Airlines/Aviation

Time Used: Less than 2 years

Review Source


Ease-of-use

1.0

Value for money

2.0

Customer support

1.0

Functionality

1.0

May 2019

Cannot Manage Our Own Users

JIRA customer support has been extremely unhelpful. Several tickets and requests have been issued (from several customers) in their customer portal with no response or solutions offered.

Pros

I loved this software when we first implemented. We were able to mass upload our users, use custom user IDs, set their passwords, and link their email address through a simple file upload. We were also able to change their email addresses, and edit their names as needed.

Cons

Over time, JIRA has made changes to the service that have led us to terminate our service. We are no longer able to edit anything but our users full name. We cannot change their email addresses to meet business needs, nor can we assign them a user ID - instead having to incorporate their ID into their name in order for us to find them in the system the service desk was designed for.