What users are saying about
35 Ratings
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Top Rated
260 Ratings
35 Ratings
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Score 8.4 out of 101

Jira Service Desk

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Top Rated
260 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

Likelihood to Recommend

Aha!

It is perfectly suited to product management processes such as feature creation, story mapping, etc. Where it starts to struggle is when it attempts to be a cross-functional tool for all departments. It is not suited well for teams such as Finance, Marketing and others that are not as linear or rigid in their processes. But as a PM tool, it's nearly perfect.
No photo available

Jira Service Desk

JIRA Service Desk is an integral part of the entire Atlassian Suite that we use at our organization. Some of its strong suits include easing the communication between end users/customers and the support teams. The added feature of internal only communications allows agents, users who respond and work on requests, to add comments that only they can see. This is important for roping in others on a particular request without the end user seeing all of the unimportant communication. One of the areas that JSD is less suited for is communications between internal teams and customers at the same time. When the submitter of the ticket is already an agent and starts commenting with internal comments, they will not receive notifications when others reply also using internal comments. This can cause confusion and loss of time due to people not seeing notifications for comments in a timely manner.
Gary Smolyak profile photo

Feature Rating Comparison

Incident and problem management

Aha!
Jira Service Desk
8.8
Organize and prioritize service tickets
Aha!
Jira Service Desk
8.7
Expert directory
Aha!
Jira Service Desk
9.0
Service restoration
Aha!
Jira Service Desk
9.5
Self-service tools
Aha!
Jira Service Desk
8.1
Subscription-based notifications
Aha!
Jira Service Desk
10.0
ITSM collaboration and documentation
Aha!
Jira Service Desk
8.0
ITSM reports and dashboards
Aha!
Jira Service Desk
8.0

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
7.7
Change requests repository
Aha!
Jira Service Desk
8.2
Change calendar
Aha!
Jira Service Desk
6.5
Service-level management
Aha!
Jira Service Desk
8.4

Pros

Aha!

  • Roadmapping
  • Feature creation and management
  • Integration with other development platforms
  • Visualizations of project timelines
No photo available

Jira Service Desk

  • 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

Aha!

  • I wish the notifications could be streamlined, so that the text of the email was just simpler and easier on the eyes, and that I could respond to comments by replying to the email instead of opening up Aha! again.
  • A little more color wouldn't hurt. The UX is smooth, but the design is rather bland. It still gets the job done though.
Susmita Paul profile photo

Jira Service Desk

  • Integration with asset management systems is severely lacking out of the box. It frankly fails at being a component of a true CMDB unless you want to pay for third party plugins or write an API call into another application.
  • Smart tracking of emails is also lacking. If a user replies to a generated message it will open a new ticket with the title "Re: Original Ticket Name" which is a pain to manage. Other tools will use the ticket number in the subject line or some other "smarter" way of tracking.
  • Automation can be difficult to build. They're relatively straight forward, but you need to have a good understanding of your business processes in order to ensure that the appropriate fields are set. There's also a relatively limited number of automation tasks you can build into the system.
Brian Taylor profile photo

Likelihood to Renew

Aha!

No score
No answers yet
No answers on this topic

Jira Service Desk

Jira Service Desk 6.0
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!

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

Jira Service Desk

No score
No answers yet
No answers on this topic

Support

Aha!

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

Jira Service Desk

No score
No answers yet
No answers on this topic

Alternatives Considered

Aha!

JIRA has a lot more bells and whistles. It was easier to see how different teams across the (larger) company were prioritizing their own work against all of the incoming requests, and to see how those ideas mapped across the current and next springs. However, it was necessary for a 5000 person company at 1B revenue. Aha! suffices for a 1M revenue company of 200 people max. Though I personally was not part of the decision-making team that chose Aha! over other similar products, I still see why Aha! made the most sense for us given where we are right now. It's all we need and it does the job well and sufficiently
Susmita Paul profile photo

Jira Service Desk

I have used JIRA as well as other service desk solutions in the past. JIRA holds its own against any one of them
No photo available

Return on Investment

Aha!

  • It has helped us improve our product lifecycle communication. We have less wasted time spent figuring out where the project is and what it's waiting on. This has helped departments further down the project better use their time so they're already aligned with what's happening rather than waiting for a handoff.
  • Aha! has helped include our customers more in our product planning and especially in our bug fixes and new feature roadmaps.
  • Aha! has improved our strategy meetings or roundup discussions by storing everything in one place. They're shorter and more focused.
No photo available

Jira Service Desk

  • We have implemented this as a way to track all of our IT tickets and it has done well in that regard
  • We use this in place of another more expensive solution to manage our contracts
  • It does a great job keeping track of our assets
No photo available

Pricing Details

Aha!

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No

Aha! Editions & Modules

Aha!
Edition
Premium
$591
Enterprise
$992
Enterprise+
$1492
1. user/month
2. product owner or contributor/month
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

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