Jira Service Desk

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Top Rated
239 Ratings
15 Ratings
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Score 8.8 out of 101

Jira Service Desk

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Top Rated
239 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 7.9 out of 101

Add comparison

Likelihood to Recommend

Agiloft Flexible Service Desk Suite

Agiloft is great for tracking events and recording the process to close the event out thoroughly and efficiently.
Matt Gibson profile photo

Jira Service Desk

Jira is a great tool for organizations who already have a well-defined process for tickets/projects.If your organization does not have multiple stakeholders who take part in tickets/projects this tool may not be the best fit.It makes QA much easier since all communication between QA team and developers are in once place (with screenshots, short videos, etc).
Brent Gostkowski profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
Jira Service Desk
8.8
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Jira Service Desk
8.9
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Jira Service Desk
9.5
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
Jira Service Desk
8.1
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Jira Service Desk
10.0
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
Jira Service Desk
8.2
Expert directory
Agiloft Flexible Service Desk Suite
Jira Service Desk
9.0
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
Jira Service Desk
8.2

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Jira Service Desk
10.0
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
Jira Service Desk
10.0
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
Jira Service Desk
10.0
Asset management dashboard
Agiloft Flexible Service Desk Suite
Jira Service Desk
10.0

Change management

Agiloft Flexible Service Desk Suite
9.8
Jira Service Desk
7.8
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
Jira Service Desk
8.3
Service-level management
Agiloft Flexible Service Desk Suite
10.0
Jira Service Desk
8.5
Change calendar
Agiloft Flexible Service Desk Suite
Jira Service Desk
6.5

Pros

  • Fully GUI based interface that has drastically reduced the time to add new features/workflows.
  • The product was very easy to deploy and add features like Single-Sign On and user provisioning from our internal DataWarehouse. Again, vendor support was a big help while implementing those features.
  • The workflows include a very comprehensive rule-based system that can trigger various actions like escalations, emails, changes of request state and more. All without any coding. Again, fully GUI based.
Don Ruxton profile photo
  • allows multiple users to collaborate on the same project with ease.
  • offers multiple reporting options to track tickets.
  • automated emails relating to updates - users are always notified when they need to take action on a particular task.
Brent Gostkowski profile photo

Cons

  • The documentation was a little dated, but they have recently updated the online help and now it is in line with the current version features.
Don Ruxton profile photo
  • Jira does not seem to like IE. It is much quicker on Chrome.
  • Can be overwhelming for a new user. Training resources are somewhat limited.
  • I wish there was a way to set rules behind automated emails. Example: only send emails when status or assignee has changed.
Brent Gostkowski profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
We haven't experienced any problems or deficiencies that would lead us to choose another tool for the applications we have already moved to Agiloft. We also plan to deploy Agiloft for new applications due to our increasing knowledge of what it can do and increasing acceptance among our staff.
Eric Novikoff profile photo
Jira Service Desk6.0
Based on 1 answer
I give it this rating because one has to be a creator or a master of tool before he renews it.
No photo available

Usability

Agiloft Flexible Service Desk Suite7.3
Based on 2 answers
For the most part, it is an easy and intuitive system to use. There are many small things that could be improved to make the system work even easier. However, overall it is very easy to use if you have a good grasp on computer programs and using them to build things. I do not have any computer science or programming background, and I am able to use this system with few problems.
Elizabeth Lepisto profile photo
No score
No answers yet
No answers on this topic

Support

Agiloft Flexible Service Desk Suite9.1
Based on 2 answers
We get excellent expert support whenever we need it, which is rarely because usually we can easily figure out what to do without needing help.
Max Henrion profile photo
No score
No answers yet
No answers on this topic

Alternatives Considered

We selected Agiloft as their product had the most features and required the least programming to implement and add new features.
Don Ruxton profile photo
I do not have experience with similar products
No photo available

Return on Investment

  • We have been able to reduce the time to resolve service related issues drastically. We also use our system for account requests, assets management, software requests and handling confidential issues with added security and that table.
Don Ruxton profile photo
  • We would not be very organized as a software company without using JIRA and it would in turn reflect negatively across the entire studio and the products that we release.
  • Almost everyone in our company uses JIRA in one way or another from developers to testers to marketing and every team in between.
  • The only time I have witnessed that JIRA has a negative effect on our objectives is if they suffer a major failure on their part and JIRA is not accessable or usable for a length of time. Thankfully in over 3 years of using JIRA this has only occurred a handful of times.
No photo available

Pricing Details

Agiloft Flexible Service Desk Suite

General
Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
Agiloft Flexible Service Desk Suite Editions & Modules
Agiloft Flexible Service Desk Suite
Additional Pricing Details

Jira Service Desk

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Jira Service Desk Editions & Modules
Jira Service Desk
Edition
Small Teams
$101
Growing teams
$202
Large teams
Discount3
1. per agent for up to 3 agents
2. per agent per month for 4-15 agents
3. per agent for 16+ agents
Additional Pricing Details
View the pricing calculator for 16+ agents here: https://www.atlassian.com/software/jira/service-desk/pricing/upcoming#pricing-calculator