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Top Rated
280 Ratings
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Jira Service Desk

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Top Rated
280 Ratings
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Score 8 out of 101

Likelihood to Recommend

AnswerDash

No answers on this topic

Jira Service Desk

Organizing a software project with tickets ranging from Bugs to Tasks to Feedback, JIRA works very well to house a wide variety to tickets for different situations or scenarios. The ability to link JIRA tickets to other software tools is invaluable and beyond useful for seeing the progress or keeping track or work done in a separate software application. The ease of adding in attachments is great so that you can show what problem you found via a picture or video file
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Feature Rating Comparison

Incident and problem management

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

ITSM asset management

AnswerDash
Jira Service Desk
10.0
Configuration mangement
AnswerDash
Jira Service Desk
10.0
Asset management dashboard
AnswerDash
Jira Service Desk
10.0
Policy and contract enforcement
AnswerDash
Jira Service Desk
10.0

Change management

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

Pros

AnswerDash

No answers on this topic

Jira Service Desk

  • SLA tracking and reporting is really seamless and easy to generate. Our entire team can see where we need to improve and what's working well.
  • Because the backend of Service Desk is JIRA, we can also tie in Kanban boards from our JIRA Software, so we can more easily visualize where tickets are in their lifecycle and quickly triage and escalate.
  • I can easily build custom graphs and reports based on ticket types, categories, or other filterable fields which really help with presenting metrics upstream.
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Cons

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No answers on this topic

Jira Service Desk

  • Add-ons - Some things I think should be easier to find and possibly more documentation.
  • Traceability linkage - JIRA has a hierarchy - EPIC/Story/Bugs etc. - They should automatically be linked one to the other once users attach for example a bug to a story - I.E. Cannot close the story until the bug has been resolved.
  • Better linkage to MS office tools - I.E> MS Project/Excel - I find it tricky to drop excel file into Jira.
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Likelihood to Renew

AnswerDash

No score
No answers yet
No answers on this topic

Jira Service Desk

Jira Service Desk 9.6
Based on 2 answers
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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Alternatives Considered

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No answers on this topic

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
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Return on Investment

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No answers on this topic

Jira Service Desk

  • My whole experience with Jira Service desk has been great
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Pricing Details

AnswerDash

General

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

AnswerDash Editions & Modules

AnswerDash
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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