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Jira Service Desk

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Top Rated
333 Ratings
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Score 8.1 out of 100

Likelihood to Recommend

AnswerDash

No answers on this topic

Jira Service Desk

It could work well as a service desk ticketing system. It is great at building out and managing a specific workflow. Using the workflow Jira can be used to manage any number of development type projects. This allows you to be strict on the steps being followed in development while turning over the management of that process to the developers. That allows for fewer hands-on project management and allows for more of an Agile approach where you focus on impediments and removing roadblocks. It's also a great tool for managers to be able to see everything that is going on without reading through hundreds of emails. Additionally, managers can quickly dive into issues and see the full history of what has gone on with a particular ticket.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

AnswerDash
Jira Service Desk
8.9
Organize and prioritize service tickets
AnswerDash
Jira Service Desk
8.9
Expert directory
AnswerDash
Jira Service Desk
9.0
Service restoration
AnswerDash
Jira Service Desk
9.5
Self-service tools
AnswerDash
Jira Service Desk
8.2
Subscription-based notifications
AnswerDash
Jira Service Desk
10.0
ITSM collaboration and documentation
AnswerDash
Jira Service Desk
8.1
ITSM reports and dashboards
AnswerDash
Jira Service Desk
8.3

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
7.6
Change requests repository
AnswerDash
Jira Service Desk
8.0
Change calendar
AnswerDash
Jira Service Desk
6.5
Service-level management
AnswerDash
Jira Service Desk
8.3

Pros

AnswerDash

No answers on this topic

Jira Service Desk

  • Highly configurable Notification Scheme, allowing free customization on who receives notifications and when
  • Ability to add extra features through the highly diverse Atlassian Marketplace.
  • Simple and highly customizable ticket interface. The Software can be almost completely branded in every aspect to represent your organization.
  • Integration with Jira Software allows support tickets to be moved into other Log Term projects as necessary.
Gary Smolyak | TrustRadius Reviewer

Cons

AnswerDash

No answers on this topic

Jira Service Desk

  • Some of the built-in functions and workflows are surprisingly limited given the fact that you can customize a lot with JQL. These limited areas do not allow you to use JQL. For instance, the built-in notifications are lacking. They have one that is great-- "notify on critical ticket creation"-- EXCEPT that it does not allow you to notify a group or anything, only individual users.
  • The ticket interface is a little odd for agents. Changing the status is not a simple drop down from unassigned to open to in progress to pending, etc. There are a couple of tabs ("investigate", "pending", "workflow") where you can change the status in different ways. Maybe I am just not used to this way of doing it, but I feel like it could be simplified.
  • It can get complicated deleting/changing some of the out-of-the-box fields and rules, because you never know what will break workflows or other automated/built-in features.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

AnswerDash

No score
No answers yet
No answers on this topic

Jira Service Desk

Jira Service Desk 10.0
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.
Anonymous | TrustRadius Reviewer

Support Rating

AnswerDash

No score
No answers yet
No answers on this topic

Jira Service Desk

Jira Service Desk 8.5
Based on 24 answers
I have not used the technical support from Atlassian. In terms of online help and resources, they are a bit limited thus making it more of a challenge to troubleshoot issues and learn more functionality. There aren't a lot of resources available on the Atlassian site besides developer documents. It would be nice to have a blog or forum where users can get the help they need.
Anonymous | TrustRadius Reviewer

Alternatives Considered

AnswerDash

No answers on this topic

Jira Service Desk

Before JIRA, I used Basecamp to track all projects. We did not have a "ticketing system", but Basecamp served to track any open issues that we needed to be worked on. This was not very effective as Basecamp is not made for this purpose. Switching over to JIRA has been a much better experience. Tickets are not lost, there is accountability across the team.
Anonymous | TrustRadius Reviewer

Return on Investment

AnswerDash

No answers on this topic

Jira Service Desk

  • 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.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

AnswerDash

General

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

AnswerDash Editions & Modules

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

Edition
Small Teams$101
Growing teams$202
Large teamsDiscount3
  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

Rating Summary

Likelihood to Recommend

AnswerDash
Jira Service Desk
8.4

Likelihood to Renew

AnswerDash
Jira Service Desk
10.0

Support Rating

AnswerDash
Jira Service Desk
8.5

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