What users are saying about
Top Rated
159 Ratings

Jira Service Desk

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Top Rated
245 Ratings
Top Rated
159 Ratings
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Score 8.3 out of 101

Jira Service Desk

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Top Rated
245 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

Add comparison

Likelihood to Recommend

Appian

Surely Appian is not a Site Development Tool. So we should avoid the use of a system for just UX development. We should look for process automation as much as we can mature the use cases.
Ravi Joshi, PMI-ACP® 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

Appian
Jira Service Desk
8.8
Organize and prioritize service tickets
Appian
Jira Service Desk
8.9
Expert directory
Appian
Jira Service Desk
9.0
Service restoration
Appian
Jira Service Desk
9.5
Self-service tools
Appian
Jira Service Desk
8.1
Subscription-based notifications
Appian
Jira Service Desk
10.0
ITSM collaboration and documentation
Appian
Jira Service Desk
8.1
ITSM reports and dashboards
Appian
Jira Service Desk
8.2

ITSM asset management

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

Change management

Appian
Jira Service Desk
7.8
Change requests repository
Appian
Jira Service Desk
8.3
Change calendar
Appian
Jira Service Desk
6.5
Service-level management
Appian
Jira Service Desk
8.5

Pros

  • I have observed after version 17.1 we have a lot of good features in Appian that improve usability (UX). This adds real value in this competitive Digital space.
  • You can understand business use case and convert it to a logical process automation.
  • Process Modeller has improved a lot and providing smart services use adds more value.
  • Service integration helps us to seamlessly integrate with third-party systems
Ravi Joshi, PMI-ACP® 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

  • There is an improvement required for Reporting part.
  • UX can also improve such as in consideration of some CMS system. Sometimes business usually compares the UX with some CMS systems like SharePoint.
  • Tableau or any other visualization tool integration is Key to provide Single customer View.
Ravi Joshi, PMI-ACP® profile photo
  • 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

Appian9.5
Based on 11 answers
The amount of time and effort that we have spent on our applications with Appian almost guarantees that we will be renewing our licenses. The ROI of Appian has been very benfical
Helmut Arnold profile photo
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

Appian8.8
Based on 28 answers
On usability space, We found Appian is a very simple and nice to use interface. The browser independent support is another key aspect to implement a solution at an Enterprise level.Develop once and use anywhere like Mobile & IPAD devices is another key aspect to see the usability. There are few improvements required in the Mobile version. However, overall it's a good to use system.
Ravi Joshi, PMI-ACP® profile photo
No score
No answers yet
No answers on this topic

Support

Appian8.4
Based on 52 answers
The ticketing system works quite well and they improved a lot adding some help-desk centers in Europe (more comfortable with the timezone you are working in). For incidents, the answers from support are satisfying too.
No photo available
No score
No answers yet
No answers on this topic

In-Person Training

Appian9.0
Based on 1 answer
As analyst I participated in a developer boot camp. At times it was hard to keep up but most of the time it made sense. Trainer took the time to explain and slowed pace down to answer questions etc.
No photo available
No score
No answers yet
No answers on this topic

Online Training

Appian10.0
Based on 1 answer
Really great training platform. Very visual and easy to use.
No photo available
No score
No answers yet
No answers on this topic

Alternatives Considered

We were attracted to Appian for the following reasons:- industry leader for business process management systems- ease of use- low development platform- ability to build once and deploy to different environments- the availability of a java API enables us to interface with our online systems- simple to use and provides a common application to make adoption easier and reduce training requirements.
No photo available
It has the best licensing prices compared to other systems, we can maintain it internally and maintain compliance with our customers. In the end it was simple to set up, maintain, run and configure out of the box
No photo available

Return on Investment

  • Reduced headcount by removing manual processing and cross checking.
  • Reduced errors by automatically inputting data rather than manually keying.
  • Simplified training as processes are now standardised and far easier to use than previously.
No photo available
  • We've been able to use JIRA to cut down on the number (and length) of monthly meetings with IT. We're now down to a weekly 15-minute call with our team, and we can easily reference what's already in JIRA to get quick updates.
  • The IT has been able to respond to issues much faster than before. Within 6 months of moving to JIRA, we saw a boost in service levels.
  • Uploading, proofing, and testing our e-newsletters has been much more efficient. We can do it in half the time now. Being able to quickly upload large files has saved time, and it's also quick and easy for everyone to chime in with edits all in one place, which makes the testing and editing process work much more smoothly and accurately.
Erica Marois profile photo

Pricing Details

Appian

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

Appian More Information

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

Jira Service Desk More Information