What users are saying about

Jira Service Desk

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Top Rated
239 Ratings

Jira Service Desk

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Top Rated
239 Ratings
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Score 7.9 out of 101

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Likelihood to Recommend

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

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

ITSM asset management

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

Change management

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

Pros

  • Linking JIRA tickets to a test planning software life TestRail is great tool as you can link the JIRA ticket in TestRail and then see the results to the test in JIRA or have a quick link to open the ticket in a new browser from TestRail.
  • The organization that we are able to create with JIRA is invaluable between grouping tickets via build numbers or creating central location for information on a development sprint.
  • Using JIRA as a tool to create a task orientated ticket that has instructions and information that can be given to a third party contractor in order for them to run a detailed test plan on your software.
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Cons

  • 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

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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Alternatives Considered

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 reduces documentation. Also confluence integration is a positive point.
  • Good for reporting. That is, we can provide numbers to higher management with the help of this tool.
  • It is one of the best tools for issue and project tracking.
Rounak Jangir profile photo

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