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

167 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 (22)
More Reviews (145)

Showing 1-20 of 22

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
 
 

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.

 
 
 
Write a Review
Showing 1-20 of 145

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
 

Jack from Inscyth Technologies, Inc.
Number of employees: 51-200 employees Employees number: 51-200 employees

August 2018

August 2018

JSD has a lot to offer, but requires a lot to learn

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

JSD offers a lot for any company needing to maintain a service desk to manage the support requests it handles from its clients/customers. Because it is a Jira (Atalassian) product, it is most likely utilized along with other Jira tools, and plays quite well with those. Due to this integration aspect, thought, the layers of security necessitated within user settings requires a considerable amount of learning/training, which is not easily attained without paying for it from Atalassian. And, while I understand, respect (and even applaud) the market-oriented principle of this, it does seem a bit intentional that there are no reliable helps available outside of Atlassian (for example, any tutorials you will find on YouTube for assisting with certain user configs, settings, steps, etc. are applicable to much older versions of the software, and to a great extent, are not applicable to the current version). This would not be a negative aspect if Jira did a much better job at keeping their own internal (free) help docs, etc. up to date, so as to apply to the current version, as well. Instead, if one wants highly dependable "helps" it appears the best way to achieve that is to pay Atlassian for their training courses (at prices that are obviously calibrated toward larger companies/corporations. And blindly undertaking such would seem risky if judged by the extent to which their free user tools are kept up to date. This is not, to my knowledge, the common experience with most apps.

Pros

- Lots of tools in one place
- Integrates well with other apps (especially other Atlassian products)
- UI is clean and user friendly (customizable to a sensible extent)
- Contains useful metrics that are easy to configure and gain reports from
- Has multiple layers of user settings available for custom configuration to correlate to preferred levels of access among agents, customers, etc.

Cons

- Email bounce in frequently fails (bugs?)
- Depth of Jira admin user knowledge required for strong mastery of this app; time consuming to acquire a reliable user knowledge (which is necessary to utilize the app with the least bit of efficiency)
- Help docs, support mechanism unreliable/outdated (needs to be fresh and current to be applicable to present version of app)
- Confusing settings requirements for some user modifications needs (esp. where mapping/editing workflow schemes are concerned)
- Completely inadequate amount of general helps/tutorials available outside of Atlassian (YouTube, Google search, etc. for example) which seems a bit suppressed by design. Atlassian offers extensive training, but at a premium cost.
- Costly for the overall effectiveness it provides, after factoring these negatives along with the user time required to really learn the application.

Review Source: Capterra
 


July 2018

July 2018

Robust, but complicated

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

This is an amazing tool for managing both our day-to-day incidents as well as higher-level enhancement/sprint-level work. It has just about everything you need to manage your workers, resources, solutions, etc.

Cons

The only reason this is rated less than a 5 for ease of use is that it requires a certain amount of external knowledge on project processes in order to get the most out of the tool.

Review Source: Capterra
 


July 2018

July 2018

Unlike others, doesn't need complex configuration

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 the help of Service Desk we get feedback from users about the bugs they find in the product. As the result, we fix them really fast. By adding fields that users need to add while submitting bug, we decrease time that is needed to reproduce bug or clarify the issue. Also, we can communicate with user directly if needed.
At the same time user can always get back and see status of ticket they submitted.
Also, it says a lot when you see Atlassian using its own product and using it really well.

Pros

When you use this application as an addition to JIRA, it is a great tandem. I adviced my company to use Service Desk when we were discussing how to receive bugs and ad-hoc requests. We are using this application fro several years and we do not think about changing it.

Cons

The only bad point that I can mention about Service Desk is its price. A lot of clients I worked with complained about it. They manage really carefully the number of users that are Agents (users you actually pay for), and get really upset if they were not carefull enough and their bill was higher then they expected.

Review Source: Capterra
 

Seth from Vivint

July 2018

July 2018

A great product at a reasonable price point. (This review is for the Cloud version.)

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

Flexibility - Beyond the massive amount of flexibility the base product provides, plugins allow even more customization to fit the specific needs of my organization. Every hurdle we've found has had a solution.

Cons

Sometimes the depth of customization can get far too complex without much in the way of help and you can get lost trying to implement something. It doesn't like to behave nicely with the back button, so multi-tabbing when performing admin tasks is a must. Cloud doesn't LDAP sync, so getting customers automatically added is a big pain.

Review Source: Capterra
 


July 2018

July 2018

A ton of functionality but not very intuitive

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

Project management, task management, roadmap organization.

Pros

There is a lot of flexibility and features. You can set up different projects to serve different parts of your organization, not just the dev/product team. It's a good way to keep track of tasks and make sure all stakeholders know what the roadmap looks like and where any specific project is at. You can easily have a high level or granular view of projects/tasks and collaborate with others on them.

Cons

It's a bit of a learning curve getting into it. Unless you are specifically trained on a lot of the functionality, it's hard to move around within the software. I often find myself lost when trying to get to a project or manage a task because I didn't have a lot of training when I first started using Jira. It's not very intuitive for a user who hasn't been trained.

Review Source: Capterra
 

Jen from Lexis Nexis
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

July 2018

July 2018

Efficient 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

Efficient tool to manage tickets.

Pros

This web portal helps out team manage the tasks and issues effectively and real time with the stakeholders and customers. Customer can fill out a form and engineers review and fix issues readily.

Cons

It is difficult to query the items if you are not familiar with it. I only ask help from my team to create a report for me to view the items I want to see and then I can work on it.

Review Source: Capterra
 

Patrick from Les Idées de Fous
Number of employees: 2-10 employees Employees number: 2-10 employees

June 2018

June 2018

Essential for tracking software and IT support 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

It is simply the best tool to answer support request from clients and send issue to the development team directly in Jira.

Pros

Our team (and our clients) really like the integration with the Knowledge Base stored in Confluence. It helps preventing wasting time answering the same issues over and over again. The whole process of submitting an issue will also categorize the issue by component and priority, which in turn will associate the configured SLA.

Cons

Only supports one language.
It's not possible to share some request types and groups between multiple projects. Useful if you offer the same services to multiple clients.

Review Source: Capterra
 

YagneshKumar from ProfitSword, LLC
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2018

June 2018

Jira 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
Pros

Jira Serice Desk is very similar to other B2B2 ticketing websites where a clients or inner organizations can open a support ticket to get an issue resolved. I like just a few things from Jira which are; its easy to use the UI is very simple to use and navigate through the JIRA service desk web based ticketing system, the ability to track changes in the tickets, make comments either internally or externally, customize the ticket the way i want it to show, either by department, or group or an individual, its subscription based so there is no need of backing up, securing, or changing hardware.

Cons

Well there are number of things that i feel like JIRA is lacking compered to its competitors such as; It does not have the email functionality, when a client opens a ticket jira service desk should integrate an email service such as Outlook, so employees can receive an email if a support ticket has been opened, No other platform is support besides desktop version webpage, Does not have any dashboards or widgets to show the ticket trends, open tickets, closed tickets, other helpful widgets. I believe other competitors are excelling in the areas listed above

Review Source: Capterra
 


June 2018

June 2018

Jira is great, lots of options, HARD to set up right

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 customization, fits in with the development team in house and makes it easy to pass second/third level tickets back and forth, Support is GREAT.

Cons

It's hard to setup, expensive, lots of options, if you can't go with the hosted version you're always going to be spending time doing updates.

Review Source: Capterra
 

Thomas from Yelp
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

June 2018

June 2018

JIRA is the ultimate project managemet 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

The depth in this software is abysmal, and as far as organization is concerned, there is no comparable match.

Cons

JIRA is a very helpful and useful program, that is unfortunately still lacking on the design side of the spectrum.

Review Source: Capterra
 

Fatih from VK Bilgi

June 2018

June 2018

It does the job.

Ease-of-use

Functionality

Product Quality

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

The user side everything is easy and fine. Opening and tracking ticket is very easy, live chat feature is good. Additionally it has a mobile application.

Cons

The administrator side is very complicated, setup and implementation is very hard with other well-known applications.

Review Source: Capterra
 

Nicole from Techvatio

June 2018

June 2018

Easy way to track tickets

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

Easy to open and follow tickets. Mobile app is great for notifying when your tickets have been updated.

Cons

Requires IT team to setup a lot of the features which is hard to get completed. Wish it could be more out of the box ready.

Review Source: Capterra
 


May 2018

May 2018

Great resource for internal teams

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

Keeps our IT dept organized, and makes sure we also are able to have a resource centre for our internal teams.

Cons

Not much, everything is already setup for us, but it is quite a powerful piece of software so there must've been a lot of setup on the administrator's end.

Review Source: GetApp
 


May 2018

May 2018

Great tie-ins to JIRA Agile and Confluence, clean UI, very easily customizable, personalization too!

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 definitely an accessible software - I particularly appreciated that customization was fairly easy even for non technical resources. It didn't require a system admin nor engineer to make changes - non developers can easily understand the layout, ui, etc.

Cons

the visual cues and aids are not terribly colorful or robust, the design is simple but it wouldn't hurt to go through a facelift to make it look more modern, dynamic, and interactive.

Review Source: Capterra
 


May 2018

May 2018

Recommended 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

Jira Service Desk is amazing ticketing system, it's easy to track and deal with issues and it has a great deal of customization for better fitting the company's needs. It's a very flexible and intuitive tool.

Cons

Searching tickets can be a bit of a challenge if you have lost/forgotten the ticket number, but still not impossible. It's orientated more towards the larger companies and smaller ones may needs to opt for a different software

Review Source: Capterra
 


May 2018

May 2018

Service desk that works well with other JIRA tools

Ease-of-use

Functionality

Product Quality

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

Since we use JIRA Software, it was just a matter of time until we decided to implement JIRA Service Desk. So far it's worked fairly well and gives us a central location to manage our helpdesk requests from our employees. Being a JIRA product, you know it's powerful, but you also know that it takes a bit of work to get it up and running. You also know it's not going to look too sexy ;) It does it's job and gives us a good place to manage our tickets and gives our users the option to leave feedback, which helps us do our job even better.

Cons

It's JIRA, it's not the most aesthetically pleasing tool, but it does what it advertises and help us more easily manage our tickets.

Review Source: GetApp
 
 
Write a Review