What users are saying about
31 Ratings

Jira Service Desk

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Top Rated
239 Ratings
31 Ratings
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Score 8.3 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

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Likelihood to Recommend

Aha!

Great for software product management. Hard to think of too many situations where a PM team couldn't get value from the product. Not well suited if you're cash strapped. Nor if you want something streamlined and simple.
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Jira Service Desk

When we do our sprint planning meetings, it is incredibly useful to see all tickets assigned to our team. We can very easily manage our backlog by priority or date created. You can get a very good overview of how the backlog is coming along based on these custom views we have created.
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Feature Rating Comparison

Incident and problem management

Aha!
Jira Service Desk
8.8
Organize and prioritize service tickets
Aha!
Jira Service Desk
8.9
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
8.2
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

  • I love the ideas list. If we have repeating ideas it's easy to prioritize them to our road map.
  • I created and used the competitors list to really break down how we compare against other companies.
  • Releases shows a clean overview of our product road map.
Leah Sevey profile photo
  • Service Desk can be integrated with Jira, which helps you to involve software development teams easily and trace the development progress.
  • Service Desk can be integrated with Confluence. Thus you can provide a good knowledge base to your customers.
  • Third party Plugins from the community provide absent features. Thus you don’t need to wait for Atlassian to implement long-awaited features.
  • Jira Service Desk gives you the ability to use different workflows for different types of issues. You may create your own workflows.
  • It gives you the ability to create conditional actions.
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Cons

  • When I first started using Aha! I was quite overwhelmed with all of the features. This may be due to user error, but I would have liked more guidance through each step.
Leah Sevey profile photo
  • Their customer portal is very clean. To open a new case or monitor open cases is simple. It would be great if more of it were like the portal. It would be great if we could share some reports.
  • Putting customers’ employees in a team is possible, but doesn’t fix some problems from a flexibility point of view. It needs some improvement.
  • Conditional notifications to third parties are limited.
  • Eg. We are an integrator company, and our projects require us to route some issues to our partner companies’ service desk systems automatically due to SLA agreements, which is not easily possible.
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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.
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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

Aha! definitely does more than either Pivotal Tracker or JIRA. We still use JIRA to track tasks by department, but for strategy everything is in Aha! and aligns all of our other project/task trackers including integrating with Salesforce so we're able to work within every departments' preferred solution and see progress without necessarily having to check with everyone involved in a project.
No photo available
I have used JIRA as well as other service desk solutions in the past. JIRA holds its own against any one of them
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Return on Investment

  • 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.
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  • 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
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
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