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

188 Reviews of JIRA Service Desk

 

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Software Advice Reviews (25)
More Reviews (163)

Showing 1-20 of 25

Ardi from Samsara
Specialty: Non-Profit
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2018

November 2018

Solution Service Desk Service

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source
 
 

Deepika from Sysco LABS
Specialty: Software / IT
Number of employees: 201-500 employees Employees number: 201-500 employees

November 2018

November 2018

Jira for issue tracking

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

Review Source
 
 

Melissa from National FFA Organization
Specialty: Advertising
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2018

October 2018

Easy to set up and create a service request portal

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

Review Source
 
 

Spencer from MongoDB Inc.
Specialty: Software / IT
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

September 2018

September 2018

JIRA Software Experience Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source
 
 

Fraser from Ideagen PLC
Specialty: Software / IT
Number of employees: 201-500 employees Employees number: 201-500 employees

August 2018

August 2018

a very simple, efficient way of providing service support

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
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

Review Source
 
 

Adnan from Atos India
Specialty: Software / IT
Number of employees: 10,000+ employees Employees number: 10,000+ employees

July 2018

July 2018

Very useful and effective tool for filing bugs

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source
 
 

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
 
 
 
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Showing 1-20 of 163


December 2018

December 2018

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

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

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.

Review Source: Capterra
 

Sunil from Gizmeon
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2018

December 2018

Jira service desk

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

Its nice to have

Pros

Configurable setup of form and support email

Cons

The licenses of 3 with one going away for the admin

Review Source: Capterra
 

Alise from Postmates Inc.
Number of employees: 201-500 employees Employees number: 201-500 employees

December 2018

December 2018

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

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

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.

Review Source: GetApp
 


December 2018

December 2018

Service Desk, a great intake tool for Jira

Ease-of-use

Functionality

Product Quality

Value for Money

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

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'

Review Source: Capterra
 

Heather from TWO MEN AND A TRUCK®
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

November 2018

November 2018

Flexible and customizable without complication

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

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

Review Source: Capterra
 

Peter from Bennetts Petroleum
Number of employees: 201-500 employees Employees number: 201-500 employees

November 2018

November 2018

Service desk problems solved

Ease-of-use

Functionality

Product Quality

Value for Money

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

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.

Review Source: Capterra
 

Brendan from JAG Method
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2018

November 2018

Great software with an unfair pricing model

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

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

Review Source: Capterra
 

Christa from Foreign exchange company
Number of employees: 201-500 employees Employees number: 201-500 employees

November 2018

November 2018

Jira Service Desk Review

Ease-of-use

Functionality

Product Quality

Customer Support

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

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.

Review Source: Capterra
 

Beatriz from TruSTAR
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2018

November 2018

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

Ease-of-use

Functionality

Product Quality

Value for Money

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

Review Source: Capterra
 


November 2018

November 2018

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

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

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.

Review Source: Capterra
 


November 2018

November 2018

Useful Tool That We Have Come To Rely On

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

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.

Review Source: Capterra
 


October 2018

October 2018

Not Great for Helpdesk Purposes

Ease-of-use

Functionality

Product Quality

Value for Money

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

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.

Review Source: Capterra
 

Anthony from Aurora Cannabis
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

October 2018

October 2018

Great but not user friendly

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'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

Review Source: Capterra
 

Erik from Internet
Number of employees: 51-200 employees Employees number: 51-200 employees

October 2018

October 2018

Dig Deep Before Buying

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

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.

Review Source: Capterra
 


October 2018

October 2018

Manage your project tasks efficiently

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Support
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.

Review Source: Capterra
 

Peter from University of St Andrews
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

October 2018

October 2018

Good, but hard to master, issue / ticket system

Ease-of-use

Functionality

Product Quality

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

Review Source: GetApp
 

Daniel from CoreCommerce
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2018

October 2018

Honest review

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

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.

Review Source: Capterra
 

Travis from Garmin International
Number of employees: 10,000+ employees Employees number: 10,000+ employees

October 2018

October 2018

My Feedback

Ease-of-use

Functionality

Product Quality

Value for Money

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

Review Source: Capterra
 


September 2018

September 2018

Simple service desk

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

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.

Review Source: Capterra
 

Jim from Wandisco
Number of employees: 51-200 employees Employees number: 51-200 employees

September 2018

September 2018

I love Jira

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

Good

Pros

Ease of use, reporting, shiny shiny interface

Cons

Feature requests slow to get implemented

Review Source: Capterra
 
 
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