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.



189 Reviews of JIRA Service Desk

Overall rating

4.5 / 5 stars

Showing 1 - 20 of 189 reviews

December 2018

Kimberly from OppenheimerFunds

Company Size: 1,001-5,000 employees

Review Source: GetApp


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Absolutely, JIRA is a leader in product management and bugtracking

Pros

Our company use it to track bugs or issues. My team has the ability to track the problems of the project and monitor the progress of each task, as well as monitor the implementation of the tasks set by any performer at any time. They quickly provide customer support and provide excellent service when we need it.

Cons

It takes a long time to learn how to use JIRA effectively, because of the rich functionality, it is sometimes hard to find what you need.

December 2018

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

5 of 5

December 2018

JIRA Service Desk is Today’s Go-To Ticketing Software

I use JIRA to document my support tickets and project tasks.

Pros

I like how the GUI resembles social media websites. It makes documenting support tickets more fun.

Cons

The notifications were a bit generic where I wasn’t sure if the ticketing being updated was assigned to me or if I was just a watcher on the ticket.

December 2018

Sunil from Gizmeon

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

4 of 5

December 2018

Jira service desk

Its nice to have

Pros

Configurable setup of form and support email

Cons

The licenses of 3 with one going away for the admin

December 2018

Alise from Postmates Inc.

Company Size: 201-500 employees

Review Source: GetApp


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

5 of 5

December 2018

If yоu nееd tо соmmunісаtе wіth sоmеоnе whо іs nоt іn yоur оffісе іs аn еxсеllеnt tооl fоr thіs.

Pros

Vеry роwеrful tооl fоr mаnаgіng grоuрs оf sоftwаrе dеvеlореrs wоrkіng оn sеvеrаl рrоjесts sіmultаnеоusly. Wе wеrе аblе tо usе оur rеsоurсеs іn а muсh mоrе орtіmаl fоrm, whісh hеlреd us tо еxесutе рrоjесts fаstеr аnd sоlvе рrоblеms, tо еаsіly trасk thе stаtе оf sресіfіс tаsks іn dіffеrеnt рrоjесts аnd mоnіtоr реrfоrmаnсе аt dіffеrеnt lеvеls. Also thіs tооl іs еxсеllеnt іf yоu nееd tо trасk tаsks оr tіmе. Thеrе аrе mаny рlug-іns thаt yоu саn іnstаll tо аutоmаtе suсh thіngs.

Cons

Thе рlаtfоrm аt fіrst mаy sееm dіffісult, but whеn yоu hаvе еnоugh еxреrіеnсе, thе рlаtfоrm mаkеs yоur wоrk vеry еаsy.

December 2018

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Functionality

4 of 5

December 2018

Service Desk, a great intake tool for Jira

We needed a way to take in user issues and then sort them into the teams that need to handle them. Service desk provides a great interface for our current issue tracking system, so it was a no-brainer.

Pros

We use this software as a front-facing user portal to submit bugs, hardware issues, service requests, etc. I find that it performs this task admirably.

Cons

The system for queueing things is clunky until you figure out it's features, then it's a little slow. I would love the ability to define custom actions on the issue page to remove multiple click issue transitions, like 'transfer to x project'

November 2018

Ardi from Samsara

Company Size: 11-50 employees

Review Source


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

3 of 5

Functionality

4 of 5

November 2018

Solution Service Desk Service

Pros

So easy customized and really helpful for improvement working process. Very recommended to using this

Cons

It's not relevant for small business because the price is expensive enough. But it's really good for overall

November 2018

Heather from TWO MEN AND A TRUCK®

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

November 2018

Flexible and customizable without complication

We tried both JIRA Service Desk Cloud and Server but chose server so we could maintain our own data. Both products allow us the ability to track support tickets and internal projects across several departments. JIRA's basic features are good, but some of our features required we purchase add-ons. For example, we needed the ability to export reports in formats that the basic reports did not allow, needed to display specific reporter information on each issue, and the ability to CC, BCC, and set importance on an email notification. This was all possible with add-ons.

Pros

Ease of use
Customization
Dashboards
Integrations

Cons

Limited Email Functionality
Some custom settings require system file changes
Limited reporting

November 2018

Peter from Bennetts Petroleum

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Functionality

5 of 5

November 2018

Service desk problems solved

nil.

Pros

Flexibility: we were able to effectively shoe horn Jira into our business to cover all "works" requests which included; IT help requests, building maintenance, truck maintenance and fuel equipment maintenance.

Cons

I would have liked to be able to create my own "Local" users for my staff so they could login to my Jira with that, instead on everyone making their own cloud accounts.

November 2018

Deepika from Sysco LABS

Company Size: 201-500 employees

Review Source


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

5 of 5

November 2018

Jira for issue tracking

We use jira for bug tracking and issues maintenance and it has been a great help so far

Pros

It really easy to keep tracks of bugs and user stories and tasks in one place categorized by the board. And automated emails will be sent according to the changes to an assigned particular task. Other plugins also can be integrated to support

Cons

And the learning curve is high for beginners due to the complexity of the features. The usability aspect can be improved.

November 2018

Brendan from JAG Method

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

1 of 5

Customer support

3 of 5

Functionality

5 of 5

November 2018

Great software with an unfair pricing model

We are using JIRA service desk to disconnect the business departments from the detail of the IT department. Tickets are logged and then broken down and assigned into the IT team to be completed. Business users have a single interface to work with that is simple and only shows them the information that they need.

Pros

JIRA service desk provides seamless integration of consumer support and back end developer workflow processes.

Cons

The scaling pricing model is not cost effective to small businesses

November 2018

Christa from Foreign exchange company

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2018

Jira Service Desk Review

It is an excellent ticketing system, easy to use, and track incidents.

Pros

I used this software when I worked on a technical support help desk. I liked that the dashboard functionality and the ability to customize your view. There is a variety of widgets that are supported that assist with efficiency.

Cons

Our company worked with a separate company that also utilized this product. We created separate incidents in both systems if their assistance was needed. We noted each ticket with the relationship to the other's Jira system. While working in two systems was a con in regards to ease of use, this is not a fault of the software itself as there are obvious security issues in linking two companies together.

November 2018

Beatriz from TruSTAR

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

3 of 5

Functionality

4 of 5

November 2018

Good if you're already in the JIRA/Atlassian ecosystem

Pros

* Great customer portal
* Links up with Confluence as a knowledge base (Be sure to get all of your permissions triple-checked before unleashing this to your customers)
* Easily integrates to JIRA, if your dev team is set up on this

Cons

* Poor documentation
* Default responses show to customers, so be careful!
* Seems more apt for internal IT support rather than customer facing SaaS companies

November 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

2 of 5

Customer support

5 of 5

Functionality

3 of 5

November 2018

Nice that it works with Jira, but not much else is great

Pros

We love that it combines with so well with Jira primary software. We use Jira extensively and this integrated very nicely into the rest of our workflow.

Cons

It doesn't have a lot of functionality and is very hard to use, so we're not very happy with the actual Service Desk side.

November 2018

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

5 of 5

November 2018

Useful Tool That We Have Come To Rely On

We use Jira to manage our development projects and support requests. It's the best tool we've come across for the job.

Pros

Clear presentation of data. Good reporting features. Great collaboration for teams in remote locations.

Cons

Setting up some elements can be a little complicated, but that's all I can think of.

October 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

5 of 5

Functionality

3 of 5

October 2018

Not Great for Helpdesk Purposes

I looked forward to setting up JIRA Service Desk as a welcome challenge to create a helpdesk ticketing system from scratch. They have some presets for you to choose from, but only a couple of them were applicable to the way we do business out of the box. I enjoyed that I was able to create workflows to make automation easy/possible. However, I was constantly running into configuration confusion when trying to piece together the parts that make everything work properly; the admin console was often hard to navigate. Licensing was also an issue for us. We were using the cheapest version of the software because there were only two administrators using the software, and the price spike didn't warrant more licensing. However, I wanted to be able to assign users to specific roles within a ticket so they would be able to receive status emails, but they were unable to watch or approve tickets because the console did not recognize them as properly licensed users. To me, licensed users should not need to include managers who may need to watch or approve certain tickets, but Atlassian's structure is not setup this way.

Pros

I liked that I was able to build out workflows in order to make managing tickets more automated.

Cons

It was often hard to configure, and licensing makes approval processes very restrictive.

October 2018

Anthony from Aurora Cannabis

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

2 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

October 2018

Great but not user friendly

I've had to take some time to learn this application although once I knew the basics on how to navigate within the application it became easier to understand

Pros

Great for project management, if teams or multiple people are collaborating on a project this is a great product, it helps everyone stay up to date in real time

Cons

Not easy to use, learning curve, not user friendly

October 2018

Erik from Internet

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

3 of 5

Customer support

5 of 5

Functionality

3 of 5

October 2018

Dig Deep Before Buying

It has solved some of our immediate business needs out-of-the-box or with moderate configuration effort. But as a full solution it is missing a handful of simple, but crucial, features. It definitely "feels" like a second version. It needs a third.

Pros

JSD is relatively intuitive and easy to learn without needing tons of documentation. Initial pricing is attractive. A decent plugin community fills some gaps, but be expected to pay on top of the initial JSD pricing.

Cons

Many "obvious" features are either missing or do not work as expected.

For example: in many cases, once an internal user is added to an issue, they no longer receive notification about internal comments. This is completely unintuitive, unexpected, and has caused many people frustration: https://jira.atlassian.com/browse/JSDSERVER-3410

Another example: Email traffic about an issue is *always* public. Do not allow your staff to reply to JSD's emails as customers will also get emailed a copy! https://jira.atlassian.com/browse/JSDCLOUD-3499

The worst part is, despite there being a few years' of discussion, and new comments added monthly by newly-affected JSD customers, Atlassian has no comments on the issues.

In some cases a plugin (more $) can help, but in some cases even the plugin manufacturers can't help as JSD doesn't expose enough info in their plugin API.

October 2018

Melissa from National FFA Organization

Company Size: 11-50 employees

Review Source


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

4 of 5

October 2018

Easy to set up and create a service request portal

Pros

Ease of use, easy to customize, various form creation, easy to add in own branding.
The customization of the look and feel was quick and simple.

Cons

There were no cons. The implementation was fast and the customization was easy. I would highly recommend this for anyone who wants to create a ticket system.

October 2018

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

4 of 5

Functionality

5 of 5

October 2018

Manage your project tasks efficiently

Pros

Easy to manage and assign different people to tasks
Great features: batch updates, dashboards and follow issues
This tool allows to create and manage agile project
Easy to configure and use

Cons

Search scripting is dificult to use. Sometimes you need to search an old task and it can be hard.

October 2018

Peter from University of St Andrews

Company Size: 501-1,000 employees

Review Source: GetApp


Ease-of-use

2 of 5

Functionality

4 of 5

October 2018

Good, but hard to master, issue / ticket system

Pros

Past communication between ourselves and our clients via Jira SD can be easily navigated and searched, especially useful when the issue stretches over several months, even years.
We've been using Jira SD for years now and have no intention of switching, even after all of its short-comings we still find it extremely useful.

Cons

Rather hard to use when new to the product, the UI really isn't intuitive at all. When trying to get non-techy people to use this they find it nearly impossible to navigate.
If users are left to their own devices without clear guidance and training this system very quickly turns into a busy, even harder-to-use system.