What users are saying about

Aha!

26 Ratings

JIRA Service Desk

Top Rated
227 Ratings

Aha!

26 Ratings
Score 8.1 out of 101

JIRA Service Desk

Top Rated
227 Ratings
Score 7.8 out of 101

Add comparison

Likelihood to Recommend

Aha!

  • Aha! is the all around product management tool. You need something once you build out a product management role and grow beyond a small scrum team with one or two products. JIRA, Pivotal, and project management tools don't cut it for aligning [engineering] with product initiatives once the backlog starts to scale.
  • On the other hand, there are several unfinished features that my peers all admit to having to work around: Capacity Planning, Salesforce Integration, Roadmap Display Flexibility, User Feedback, etc. This year has been all about reporting in terms of feature releases. As Aha! grows, they will fill in these other areas, so stay tuned.
Ross Reynolds 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

Aha!
JIRA Service Desk
8.8
Organize and prioritize service tickets
Aha!
JIRA Service Desk
8.8
Expert directory
Aha!
JIRA Service Desk
9.0
Service restoration
Aha!
JIRA Service Desk
9.5
Self-service tools
Aha!
JIRA Service Desk
8.2
Subscription-based notifications
Aha!
JIRA Service Desk
10.0
ITSM collaboration and documentation
Aha!
JIRA Service Desk
8.3
ITSM reports and dashboards
Aha!
JIRA Service Desk
8.2

ITSM asset management

Aha!
JIRA Service Desk
10.0
Configuration mangement
Aha!
JIRA Service Desk
10.0
Asset management dashboard
Aha!
JIRA Service Desk
10.0
Policy and contract enforcement
Aha!
JIRA Service Desk
10.0

Change management

Aha!
JIRA Service Desk
7.8
Change requests repository
Aha!
JIRA Service Desk
8.3
Change calendar
Aha!
JIRA Service Desk
6.5
Service-level management
Aha!
JIRA Service Desk
8.5

Pros

  • Provides an easy to understand visual for upcoming releases and what is included.
  • Makes it easy for Product Managers to interact directly with users via the Idea Bank portal.
  • Provides a way to link dependencies and related features to help understand expected feature releases.
Jarod Bonino profile photo
  • It is very much user-friendly, too easy for reporting an issue and updating its status, especially attaching the screenshot very easily.
  • JIRA Service Desk is the tool that allows all stakeholders to be more proactive to communicate transparently. It especially helps the development team to work on Agile/Scrum methodology perfectly.
  • The tool is pretty intuitive and it only takes a few attempts before you understand how the system works.
No photo available

Cons

  • Cannot sync time estimation data between aha and jira. Cannot sync feature dependencies between aha and jira. Both of these limitations exist despite both systems supporting this data and their implementations being nearly identical.
  • Keeps adding new features (with sketch, invision, etc, etc out there who the hell wanted to create mockups using aha?!?) without finishing baking those they have. Take alook at the great input on their idea portal and you'll see ideas from years ago that (a) are quite popular and (b) unfinished
  • Expensive
No photo available
  • UI can be improved
  • Though it is a very robust tool there are certain features which are not very useful
Sundeep Gopal profile photo

Likelihood to Renew

No score
No answers yet
No answers on this topic
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

Aha!6.0
Based on 1 answer
The functionality is there, but it's intimidating to learn.
No photo available
No score
No answers yet
No answers on this topic

Support

Aha!10.0
Based on 1 answer
Support always answered in 24 hours for any inquiry-- a reasonable timeframe for most of our requests. The PM team participated actively in supporting their features, keeping them close to the product.
Ross Reynolds profile photo
No score
No answers yet
No answers on this topic

Alternatives Considered

Best, power-user tool for product management
No photo available
We used a MS product called SCSM which was very old and hard to use. The UI was rough and we had to find a lot of workarounds to make it work like we wanted it to. Service Desk was the main product we looked at since we already had JIRA and Confluence.
No photo available

Return on Investment

  • Provides a birds-eye view for the leadership team into what is being worked on.
  • Seats are costly and hard to justify for additional team members
Eric Dunne profile photo
  • Positive - provides one place for all tickets to enter
  • Positive - makes it easy for help desk team to manager workload
  • Positive - integrates with Jira making it easy to make system changes when needed and track them to the SD ticket
No photo available

Pricing Details

Aha!

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Aha! Editions & Modules
Aha!
Additional Pricing Details

JIRA Service Desk

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
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