- allows multiple users to collaborate on the same project with ease.
- offers multiple reporting options to track tickets.
- automated emails relating to updates - users are always notified when they need to take action on a particular task.
- Jira does not seem to like IE. It is much quicker on Chrome.
- Can be overwhelming for a new user. Training resources are somewhat limited.
- I wish there was a way to set rules behind automated emails. Example: only send emails when status or assignee has changed.
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).
- Issue Tracking is easily the most important feature of Jira Service Desk
- Views and Dashboard can be customized
- We can track the progress of other projects that are on the Jira Service Desk
- UI can be improved
- Though it is a very robust tool there are certain features which are not very useful
- It is compatible for Agile methodology where it lends a platform of sufficient communication, accountability of tasks and provided a space for a group email. This prevented replication of tasks that were already completed or decisions already made without having to pester the project lead on what was discussed if you missed a casual meeting or scrum.
- Search results in Confluence does not work well if you begin with a spacename at the beginning. For example, if I were to list something as "abc def" and search under "def", results are not found.
- Issue tracking can be cumbersome when colleagues overload or customize it.
- Jira tends to force premature convergence of a process, then making it inconvenient to change it.
- Documentation is reduced, because we do not need to maintain Excel sheets to keep track of all the tasks. The service desk allows us to do that with minimal documentation.
- Taking an example of a defect that comes up during testing, this defect can also be raised here and its progress can be monitored by the developer, the tester, as well as all the participants involved. This makes it the single point where everything in the project is tracked.
- All the updates in the task assigned to a person are received via mail and there is no need to check the portal again and again, which surely saves time.
- The portal can be a bit difficult to understand at the start. Because there are too many features. So there is a chance that if the UI were improved, this would be made a bit simpler. The user could understand better and more quickly, improving the efficiency of the tool.
- Although the tool is really powerful right now, it could be made a bit more automatic. That is, it could help the user in some basic tasks like creating categories of tasks and automatically, adding some sub tasks, and logging some work which would be editable by user. But giving the user something to start with would save a lot of time.
- Also there should be a weekly alert showing the hours logged into the portal, which can help the user track his work, how much he has logged in. So that one can log accordingly.
- Real-time collaboration
- Customized views/dashboards
- Deadline management
- File sharing
- Issue tracking
- From my experience, JIRA is much better suited for IT/development than it is for marketers or project management teams. Some of the functionality is irrelevant for teams outside of IT, which can be off-putting for team members who aren't comfortable using new technology
- The email notifications from JIRA can get a little busy/cluttered. For example, if someone replies to an email from JIRA, the comments appear in JIRA and include their email signature, along with any images from their email signature. Then, those images appear in the attachments for that particular job. This sometimes causes projects to get a little disorganized.
- Easy to track and keep a record of issues and requests
- Great customized ticketing portal for users to submit their issues and requests
- Gives ticket tracking to the submitter to follow if they like
- Easy to move tickets over to other boards with Jira if needing to escalate issues to Development or other teams.
- Sometimes the UI is a bit buggy
- Sometimes it locks up users and won't let people submit tickets
Jira Service Desk Review: "JIRA, the best service ticket and agile system for your development and IT"
- I love the fact that it is web-based so all you need is a browser
- It is extremely flexible and customizable to fit anyone's needs
- Very fast, and you can build reports and filter in seconds
- The way you give user permission can be improved, maybe that needs to be broken down a little more
- I love the filters, but I think the way they display can be improved
- It is really hard to find issues, JIRA is amazing, but maybe the notification can be done little better. There is really nothing wrong with it but I still think there is a small room for improvement there
It is great for service tickets for your IT or any team that works tickets
It is not for sharing information or knowledge articles. It might work, but I do not recommend it
- It does a great job of tracking our assets
- Users are able to submit IT tickets easily
- We manage all our IT related contracts in it
- It is tricky to configure custom fields
- Getting the workflows working right in the beginning was a little challenging
- It is a little expensive
- The tracking of tickets by the component is incredibly useful. I can quickly see all the tickets that relate to my team's work and see the status, priority, who it is assigned to, etc.
- The filtering and reporting are very nice as well. You are able to quickly create a board of any combination of information you would like to see and reference it at any time.
- The tagging feature works very well too. You can tag a developer or analyst with a question or comment and they will immediately see this and be able to respond. It keeps issues from getting lost.
- I wish there was a better view of the current sprint. There are views available for this, but they do not seem to be very customizable.
- It would be nice if when I run into something that I don't have access to, I could send a request to our system administrator from within JIRA. Sometimes it is hard to communicate exactly what I need access to and sending the request from a specific screen in JIRA could simplify this.
- I wish that clicking a link in a ticket would open in a new tab. I do not want a link to a document or website to replace the ticket tab that I currently have open.
- Task management - There are many options when creating a task that should fit a variety of use cases. It works well to keep everyone accountable.
- BigPicture - Gantt has been useful for the breakdown of very large projects. We can track multiple phases and see where most of our time was spent.
- Jira allows you to track hours worked on projects, this has been helpful to determine how long similar tasks/projects will take.
- The number of options can be overwhelming for the average user. A simple task creation becomes surprisingly complex. Proper training is important.
- My Task Dashboard could be displayed in a way that is more useful to myself. An interface with more information and displayed tasks all on one screen would be nice.
- Integrates very well with JIRA
- Easy UI for customers to enter tickets
- Easy for help desk team to administer
- Queues are easy to manage and reporting is solid
- More customization on the UI front (colors, background images, etc)
- Use a little help on the customer dashboard for checking ticket status, hard to filter active vs. closed
- Allow more customization on the response emails to customers
Jira Service Desk Review: "Ideal tool for tracking requests if your team is already using JIRA for Sprint planning"
- Filters and dashboards really help a lot to easily get into the right ticket
- This tool can be used easily and it's pretty simple but does a lot of things
- Most of the times while calculating the pending hours or minutes it doesn't show the correct amount. Due to this, some tickets cannot be closed.
- While loading the page it'll be slow sometimes.
- It guides the users submitting the requests in understanding what kind of information the one receiving the requests needs.
- I think it is a pretty good user experience and is easy to use.
- It is relatively easy to set up
- It syncs with JIRA well
- I think it is a little strange that JSD is a separate product than JIRA when they seem to be like they should just be one product
- It's very easy to use and learn
- Very good integration with JIRA
- Flexibility for different customer use cases
- Avoiding the nightmare of shared email inboxes
- The customer portal needs more branding and customization options
- Hard to write one's own add-ons
- The reporting could be better
- Custom dashboards to show the most relevant information to users and teams at a glance
- Good issue management and tracking showing how an issue has been process and progressed over time
- Notification options so that issues are highlighted to individuals when not using the app to ensure that important ones are not missed.
- The custom dashboard setup can get a little confusing when first using them, could do with a wizard to help things along
- Default dashboards do not seem intuitive so maybe when adding a project there could be a template selection to direct the default dashboards to some that make sense
- At first glance, the package looks a little overwhelming. Maybe a basic/advanced view would help make it seem more friendly for new users.
- 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.
- JIRA does have a tendency to make visual changes to the UI more often than is wanted or warranted. It does seem like just as you get used to one UI a new one is available.
- When searching tickets for a specific type of issue it can be difficult to find what you are looking for unless you are very specific.
- If used incorrectly the workflow life cycle of a regular JIRA bug ticket can have create road blocks that requires you to restart the life cycle and retread the steps in order to finalize and close out a bug after it has been fixed.
- 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.
- Customized reports are not really flexible, easy to learn and generate for quality metrics in particular.
- It is more effective for small to medium-sized companies. It might not be suitable for a larger company with more than 5000-6000 users; it's only scaleable to a certain point.
- The fields are not dynamics. Once we choose a field, only related values are shown instead of irrelevant values.
That furthermore helps with project management and using special "IT-Help"-Projects to generate a self-service desk combined with Confluence as knowledge base.
JIRA Service Desk used in all departments.
- Task Management and Task Overview
- Ease of use and setup
- Customize options
- Costs (licensing)
You can even use it just for one person's task and time-sheet. (I like to use it to keep track of applications when I decide to switch companies e.g.) there is no limitation, I've seen much between regular task/project-tracking, help-desk ticketing over sales/offer matching. If you can think about it, it's quite likely you can do it within the Atlassian universe.
Jira Service Desk Review: "JIRA is a powerful, but sometimes complicated tool for project management"
- 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.
- 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.
Many of the problems it solves for our company is to allow the IT department to handle a large queue of requests at the same time. It can also allow for a more friendly and easy to use "customer" portal for end users to submit requests using a decision tree that can help categorize requests further; certain examples include requests for a new workstation or VPN setup or needing a password reset. The front end is reliable and has been effective at reducing the turn around time on solutions.
- Extensions through plugins that help improve JIRA Service Desk make it competitive with other ticketing based systems like OTRS or FreshDesk. A specific plugin which I use is "Email This" and helps strip out unwanted images or signature files from tickets, creates the ability to email a ticket to other end users (as a means to provide full updates to the end user who may or may not want to login to find the solution put into place)
- It works very well with JIRA Core and Confluence which allows for great integration with a knowledge base to work in tandem with Service Desk.
- The built in workflows are very good, and often doesn't require changes through a standard ticket workflow.
- JIRA does have some great functionality but it does lack in email communications to the customer when it comes to non-sensitive materials. Many of the outbound emails to customers within the ticket (as you can comment or log work which can be made available to the customer, or not) require the customer or end user to login in order to see the updates made. This could be dealt with by having a switch between sensitive and non-sensitive information that will include the updated information within the email rather than wait for the customer to log in to see the update. It can be a barrier, which is why we use "Email this issue" plugin.
- A better filter for reducing junk email or automated emails that may be sent to the designated ticket email that auto-generates a ticket. The current controls require some knowledge of java scripting or other scripting languages to accomplish. Something more user-friendly would be appreciated.
- Separation of incoming tickets to different departments or auto-assigning could be a lot more user-friendly.
The licensing can be expensive however there is much value when compared to other licensed ticketing systems.
- Allows users to fill out a form regarding their support request/issue that provides all the details a web developer needs to troubleshoot and resolve the request/issue.
- Reporting is very good. JIRA provides standard canned reports and also provides the ability to customize reports. The most useful report for me summarizes all the projects and requests by developer where I can see all the details, especially resource load.
- Provides project management functionality to prioritize and track deadlines easily.
- I have not found a good way to track task dependencies.
- Pricing is somewhat expensive.
- I would like JIRA to tie in more easily with popular project management software.
Jira Service Desk Scorecard Summary
Feature Scorecard Summary
About Jira Service Desk
Jira Service Desk Screenshots
Jira Service Desk Competitors
|Small Teams||$10||per agent for up to 3 agents|
|Growing teams||$20||per agent per month for 4-15 agents|
|Large teams||Discount||per agent for 16+ agents|
View the pricing calculator for 16+ agents here: https://www.atlassian.com/software/jira/service-desk/pricing/upcoming#pricing-calculator
Jira Service Desk Support Options
|Free Version||Paid Version|
|Video Tutorials / Webinar|
Jira Service Desk Technical Details
|Deployment Types:||On-premise, SaaS|
|Operating Systems:||Windows, Linux, Mac|
|Mobile Application:||Apple iOS, Android|
|Supported Languages:||English, French, Spanish, German, Portuguese (Brazil), Portuguese (Portugal), Russian, Korean, Japanese, Norwegian, Polish, Chinese, Czech, Danish, Dutch, Estonian, Finnish, Hungarian, Icelandic, Romanian, Slovak, Swedish, Vietnamese|