TrustRadius
Jira Service desk is the ITIL / ITSM from software company Atlassian.https://media.trustradius.com/product-logos/9j/Zc/MIQF5E6L6RBI.PNGGreat, highly customizable and scalable ticketing systemJira Service Desk (JSD) is being used by our organization as our primary ticketing system. IT, HR and other centralized company departments use this software as a means to communicate between and users and the support staff. It solves the business problem of keeping track of a large multitude of requests and efficiently storing and keeping track of information that can be pulled up in seconds whenever the need arises. Its ability to be customized to our specific needs makes it a truly valuable tool for our organization.,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.,Ability to control the number of email notifications received (Note: this is a new feature in the Latest release but I personally haven not extensively looked at it and how well it solves the existing problem). No way to reply to multiple tickets at once, say you got 4 tickets in for the same issue, there is no way you can reply to them in one stroke. Other Ticketing systems do have this ability. Using a large number of add-ons to customize and add additional features adds up quickly and can become rather expensive. Request forms are very basic and there is no native dynamic field ability available.,9,Saved our business lots of money by switching to JSD from Zendesk Allowed the company to integrate the Ticketing System with our Project management system. Tickets can flow freely between the 2 applications More teams, such as our facilities department have started using ticket tracking rather than conventional phone calls and pen and paper,Zendesk,JIRA Software, Slack, Skype for Business (formerly Lync)Solid Project Tracking SoftwareUsed across the whole organization.Project Requirements repository - agile/waterfall.QA tracking during test case resolution.Process improvement.Keeps track of all activities related to the project in question.,Documentation of Requirements - serves as the go-to source for all requirements created as a result of the SDS (System Design Specifications) review and sign-off. Process improvement - We used to revamp failing processes and centrally locate all BAU (business as usual) developments tickets through Jira. Bug tracking - Great source for defect tracking and resolution. Historical repository - we use as a historical reference and document location for all projects.,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.,7,Not in a position to comment Not in a position to comment Not in a position to comment,Rally Software (formerly CA Agile Central) and Azure DevOps Server (formerly Team Foundation Server),Atlassian Confluence, Lucidchart, IBM Rational ALMJira Service Desk is a great option for a small/medium sized business for many reasons.Jira Service Desk is being utilized by a segment of our company for helpdesk tickets and project boards. I am currently rebuilding a new platform from scratch to support the entire company, including Confluence. The goal is to have a central location for issues and requests rather than multiple points (instant messaging, email, Salesforce, and notepads). Tying it in with Confluence gives us the ability to allow employees to solve the issues themselves and hopefully cut down on submitted tickets.,When typing up a summary for an issue, the suggestions from Confluence are excellent! Setting up ticket queues for agents is easy and can be filtered based on rules written in JQL (or using the basic rule picker). I am able to set up queues specifically for whatever rules I want -- for instance, critical tickets that are 30 minutes away from the "time to resolution." Search and filter features are nice because you can build and save a filter, grant access to that filter to any users/groups you want, and even subscribe yourself or others to that filter to be notified via email on a schedule.,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.,8,It is definitely cheaper than Salesforce It allows the IT service desk to be more organized and respond more quickly to tickets, which can save time for both agent and requester. Some things are "not quite there" developmentally, so this means that internal IT will need to spend more time developing and testing the product.,Spiceworks,Atlassian Confluence, Slack, DialpadJIRA Rules!We use Jira Service Desk to manage all of our IT tickets as well as our IT contracts. It does a great job of keeping everything in one place. We also chose to utilize this as our inventory tracking system and it is working well in that regard as well. It was a little tricky to set up but once you get it working how like it just works.,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,10,We have implemented this as a way to track all of our IT tickets and it has done well in that regard We use this in place of another more expensive solution to manage our contracts It does a great job keeping track of our assets,,Adobe Acrobat DC, Autodesk Inventor, AutoCAD 360There are a lot better options. Best with a lot of KEBD present already!We added Confluence to Jira Service Desk which made automated knowledge base suggestions so easy for our customers to look at, and use if they can, as well as reduced our ticket count dearly. They also helped in having a better utilization of the current knowledge base and help trigger making newer documents to enable self-service with the users. Since the user base grew, this was eventually replaced with Service Now.,Great use of knowledge base. Interactive with the customers to create tickets and shows better suggestions with the existing KEBD. Helped automate a lot of tasks which were similar or repetitive.,Would throw out errors a lot and needed support to come in and fix the infrastructure. Knowledge base handling was poor at times and queries would get lost in translation. User's complaints with Jira increased for having the ability to navigate a few times which became frustrating.,6,Did not find it inexpensive for sure, but if you already have invested in a vast KEBD Database Integration it can work wonders for you. Ticket count certainly decreased for L1 based tickets. Can be user-friendly only if the initial setup of how to utilize this software is done right by the professional services.,,BMC Remedy, Zendesk, Freshdesk, Cherwell Service Management, TOPdesk, Ivanti Service Manager (powered by Heat), Axios Assyst, Autotask, CA Service Desk ManagerJIRA Service DeskWe put Jira tasks as discussion items on the follow-up decisions and actions-up Issues, which are fielded up by the meeting members concerned and discussed in the meeting. Teams use Portfolio for Jira to effectively plan by creating reliable forecasts, staying informed with realistic schedules, and effectively troubleshooting and managing releases in an ever-changing environment.,Polished user experience Unlimited Custom Fields Bugs and defect Management I spend most of my working day in the agile boards! So easy to use and endlessly configurable. I can't fault it It provides all of the collaborative tools we need to manage our work and maintain documentation for future reference,Hard to setup Too many features Difficult to use,10,It helps to manage the defects effectively and effeciently It saves the time Reduces the cost to an organization by managing the defects effeciently Agile board doesn't have an ability to move multiple tickets to the next column at once.,Microsoft SQL Server,Microsoft Access, Skype, Amazon Web Services,10000,2,Managing defects Reduces time Reduces cost,10JIRA - the game changer!Jira is being used by multiple departments across my organization (Client Service, Financial Service, Tech Engineering, etc). Previously, my company was using a tool (designed in-house) to intake, prioritize, and track tickets submitted for development (maintenance, bugs, enhancements). The downside of this legacy technology was mainly reporting capabilities. We were unable to do a proper post-mortem in order to determine what areas of the overall process could be improved (if deadlines were not met).,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.,8,Visibility into all tickets/projects is excellent. Reporting allows upper management a "snapshot" of all projects and their current status. Time tracking capabilities allow management to pinpoint bottlenecks and areas for improvement.Jira it is if it is IT.Currently, we use Jira Service Desk for receiving, tracking and responding to our online customers who might have queries. We keep a track on all queries, the effort needed to respond to the queries, and simultaneously we also forward queries that are a little more complex to the development and product teams. We also use Jira Service Desk in the marketing team to gain insights into the kind of queries received.,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,10,Currently there are no negatives that we can think of.,Google Analytics, Wix, GoToMeetingA Few Tweaks, Or Ability To Tweak, Would Make This Product Great To Work WithWe use Jira Service Desk as a corporate service desk. All issues within our company are submitted through the service desk portal and are then triaged to the specific groups that can help with the issue. We have set up multiple service desks for each specific group that are managed by the small teams in our department and that seems to work great.,Customizability. Reporting. Easy to use for users.,It's a little difficult in terms configuration- you should have someone dedicated to administration. For as customizable as it is, there are some things you can't change. These small issues that don't really effect an individual ticket too much, but when you are dealing with dozens and dozens of tickets a day, small granular things add up. A suggestion for improvement would be to allow a hotkey entry for quickly submitting a comment. You can do that for an internal comment (not seen by the user), but not for a public comment.,8,Great reporting. Ability to generate immediate feedback after a ticket is closed. Great ROI.,,Nasuni Cloud Storage, Veeam Backup & Replication, LogicMonitorSharePoint admin enjoyed using JiraIt was being used for project management, tracking progress, questions and collaboration while using Agile methodology. It was also used to document procedures of how to do something in SharePoint, SP Designer and migrating data from company sandbox to customer platform. Jira was utilized to document meetings, ideas and scrum discussions.,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.,8,Mobile application support. Downtime is longer than anticipated and it is attributed to bugs. Editing tasks can be difficult due to where the task is located, so finding that task in order to edit can be a challenge.,Spiceworks,ServiceNow, BMC Track-It!, BMC Remedy IT Service Management SuiteSmart solution for a good priceJIRA is used to keep track of the open requirements of our external clients. It is used for every user in the company. The main problem addressed is to respond to customer requirements within agreed SLA to keep our external customers happy and not to impact the daily operations and help them achieve goals.,Easy implementation Easy to use Friendly UI,More Funcionalities Integration with some other tools The portal can be a bit difficult to understand at the start for beginners,7,Fast ROI Can run in a productive enviroment fast Need time to get use to it,SysAid,SysAid, ServiceNow, BMC Track-It!Jira As a Service DeskWe use Jira Service Desk to collect our customers’ requests such as issues, problems, new features, and on-site work requests. We needed a software such as Jira Service Desk to manage all these requests and provide timely and proper customer service.,Service Desk can be integrated with Jira, which helps you to involve software development teams easily and trace the development progress. Service Desk can be integrated with Confluence. Thus you can provide a good knowledge base to your customers. Third party Plugins from the community provide absent features. Thus you don’t need to wait for Atlassian to implement long-awaited features. Jira Service Desk gives you the ability to use different workflows for different types of issues. You may create your own workflows. It gives you the ability to create conditional actions.,Their customer portal is very clean. To open a new case or monitor open cases is simple. It would be great if more of it were like the portal. It would be great if we could share some reports. Putting customers’ employees in a team is possible, but doesn’t fix some problems from a flexibility point of view. It needs some improvement. Conditional notifications to third parties are limited. Eg. We are an integrator company, and our projects require us to route some issues to our partner companies’ service desk systems automatically due to SLA agreements, which is not easily possible.,9,This is not a real ROI, for our investment, both Atlassian’s professionalism and product quality brought us a plus from the customer side.,Zendesk,JIRA Software, Atlassian ConfluenceJira Service Desk - A product worth looking atJira is being used primarily by our Information Technology department. It is being used for task management, project management, and time management. Jira helps us to stay organized all in one place.,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.,8,Jira allows us to see the big picture along with all of the small tasks it will take us to get there. This keeps us organized and focused on our goals. Jira keeps individuals accountable for their tasks so we can see employees who are excelling and employees that may need additional support. Having everyone work out of one system for tasks and projects helps with team collaboration and saves time in getting answers to questions quickly.,Asana,AsanaIdeal tool for tracking requests if your team is already using JIRA for Sprint planningJIRA Service Desk is being used by our IT team to receive, track and manage requests from our customers (students, staff, faculty),Tracks requests from customers well Easy to escalate requests and issues to incidents Run reports on number and type of requests being received by the team,A better User interface More intuitive admin console and panel A more robust knowledge base similar to Zendesk's knowledge base,6,Able to respond to a service request quickly with a minimal delay Less time spent on tracking requests and tieing them to particular users Better reporting for managers which provides visibility into team activity and productivity.,Zendesk,Zendesk, Slack, HelloSign, Trello, Atlassian Confluence, YouCanBook.Me, Salesforce App CloudJIRA for your Project... Good or Bad?We use JIRA in our project to keep track of individuals' work, as well as to collaborate all the tasks and documents at one place. We use its confluence integration feature to keep all the documents present in confluence available to all. We simultaneously keep track of all tasks using JIRA. We track which tasks are completed, which are pending, and how much effort is required to complete them.,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.,8,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.,VersionOne,Atlassian Confluence, VersionOneEfficient & Effective Tool for IT Service ManagementOur team uses JIRA to raise tickets for our IT team and to submit talks/projects for our marketing and audience development teams. It started out as an easy way for us to get any development issues in the weekly and monthly IT sprints. Now, we also use it to collaborate on the creation of email newsletters, campaigns, etc. It's been great for tracking multi-user projects, sharing large files, etc.,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.,8,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.,Basecamp,Slack, Skype for Business, Adobe Photoshop, OktaGreat Service DeskJira Service Desk is mainly being used by our Helpdesk team to receive, answer, filter, and escalate our internal requests from employees. The main users would be our Helpdesk team as they receive all tickets/requests and respond or pass them along to other teams within Jira, but you could say it is used by the whole organization because if anyone has an issue or request it is funneled through Jira Service desk.,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,10,My whole experience with Jira Service desk has been great,Zendesk and Wrike,Zendesk, OneLogin, LastPassJIRA, the best service ticket and agile system for your development and ITWe use JIRA service desk for issues reporting, IT ticket, software and permission changes request, etc...So for example, when a user needs something, they will open a ticket with their request and depending on the request type, we send the ticket to the queue so the team can work it. We also use it for our backlog grooming, for our agile work, and for development team stories build and tracking.,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,10,Using JIRA been great, it reduces all the back and forth with emails Using JIRA makes it so easy to track issues and find a resolution fast Using JIRA makes everyone who needs to know aware of the last update, no emails back and forth and no lost tracking of your issues,Atlassian Confluence, Oracle Service Cloud, IBM Cognos and MS SharePoint,Atlassian Confluence, IBM Cognos, Visual Studio IDEJira Service Desk ReviewJIRA Service Desk (JSD) is used by our organization to submit bugs and enhancements. It is being used by almost the whole organization. It helps us gather specific information from the users when they submit the requests and also guides the users so they know exactly what kind of information we will need when they submit the requests.,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,8,It has allowed us to do better reporting on our bugs and enancements. It has allowed for less back and forth for end users submitting it. It allows the end users to know what information we need when they are submitting the requests. It was slightly costly to set up for us as we used a consultant agency to do this. However, I think it is pretty easy to setup if you want to do it yourself.,JIRA, Pivotal Tracker and Trello,Slack, BrowserStack, Sauce Labs, JIRA Software, Atlassian ConfluenceI really like Jira Service DeskWe mainly used this product to manage all the task in charge of devs, support team, and IT in general.,Good integration with Hipchat Ability to link other related tickets Good tracking system Configurable workflow,Not sure, it has been working good enough to cover our needs,10,It's really positive, the whole suite provided by Attlatian is awesome Good tool to track how many tickets were solved and by whom The configurable workflow is cool because not all organizations have the same workflow,,JIRA Software, Stash, Bamboo, BambooHR, Breezy HR, Logstash, Splunk CloudJIRA is a great ticket management systemWe use JIRA every day to manage the requests that come from all parts of the e-com department. There are many teams within the e-com department so we categorize the requests by component. Requests are stored and tracked in JIRA by sprint and team. Everyone can see the status of their request, comment and see when it is scheduled for deployment.,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.,9,JIRA has been incredibly useful. Our work is more organized and easier to view by the team members as well as upper-level people. Our work is correctly assigned and when there are issues, they can be immediately addressed within the tool. Users can attach screenshots or files of issues that help clarify the ticket. Developers can attach relevant data as well.,Basecamp,Basecamp, Google Drive, Magento, ADP Workforce Now, Bazaarvoice Conversations, Bazaarvoice Curations, Lucidchart, Balsamiq, Slack, Google HangoutsService Desk makes help desk work easierService Desk is used across the entire organization for all help desk tickets, including software issues, hardware and new hire employees. It replaced an older Microsoft version we used for our help desk which was dated and hard to use and administer. We are currently looking at new departments we can add to it as well.,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,10,Positive - provides one place for all tickets to enter Positive - makes it easy for help desk team to manager workload Positive - integrates with Jira making it easy to make system changes when needed and track them to the SD ticket,,JIRA Software, Tableau DesktopHouse of OrganizationJIRA is primarily used as our bug database for issues that are found while testing our software. It houses our 20+ projects and works great for housing our bug tickets in a very organized manor. JIRA is also used for tracking the development of the current sprint that the engineers are working on. JIRA has some great features and links to other software tools such as TestRail and Confluence.,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.,8,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.,,Atlassian Confluence, Flurry AnalyticsJIRA- easy to use even for beginnersJIRA is used to track our day to day tickets and user stories to be accomplished for a particular sprint. Most of the projects in our organization use this and it helps to easily track our progress and when a particular thing has to be done.,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.,9,Productivity is good while using this tool as the users can track their stuff quickly. During deployments, we feel it really helps alot as we can just the filter code to DevOps person to filter and see if everything is done.,Team Foundation Server,Tableau Desktop, Microsoft SQL Server, Toad for OracleJIRA Service Desk - Great OOTB, Better after customizingWe use JIRA Service Desk for our primary help desk ticketing and tracking system. We support a user base of about 200 and have 5 enrolled agents. We had previously been using JIRA's issue tracking as a quasi-ticketing system, but needed a more robust system for tracking SLA metrics, utilization, trends, incidents, as well as provide a single pane for our users to view and update their tickets simply and easily.,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.,10,JIRA licensing can be confusing, especially considering the jump in cost from $10 for a small/test team to $1,700 for the next user tier. But from an ROI perspective, we've reduced the number of man hours chasing and tracking emails and through SLA reporting have increased productivity and response times, which has more than captured the ROI. Providing users with a ticketing portal that has automated Tier 0 support drove down our help desk calls and freed up our resources for other higher skilled tasks. We demoed the cloud version of Service Desk and found that overall, the cost would be higher, and the feature set would be lower. It didn't provide the same level of customization, while over the lifetime of the product would have cost us significantly more.,,Atlassian Confluence, JIRA Software, Bamboo, Slack
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Jira Service Desk
280 Ratings
Score 8.0 out of 101
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Jira Service Desk Reviews

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Jira Service Desk
280 Ratings
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Score 8.0 out of 101

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Gary Smolyak profile photo
May 17, 2019

Great, highly customizable and scalable ticketing system

Score 9 out of 10
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JIRA Service Desk (JSD) is being used by our organization as our primary ticketing system. IT, HR and other centralized company departments use this software as a means to communicate between and users and the support staff. It solves the business problem of keeping track of a large multitude of requests and efficiently storing and keeping track of information that can be pulled up in seconds whenever the need arises. Its ability to be customized to our specific needs makes it a truly valuable tool for our organization.
  • 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.
  • Ability to control the number of email notifications received (Note: this is a new feature in the Latest release but I personally haven not extensively looked at it and how well it solves the existing problem).
  • No way to reply to multiple tickets at once, say you got 4 tickets in for the same issue, there is no way you can reply to them in one stroke. Other Ticketing systems do have this ability.
  • Using a large number of add-ons to customize and add additional features adds up quickly and can become rather expensive.
  • Request forms are very basic and there is no native dynamic field ability available.
JIRA Service Desk is an integral part of the entire Atlassian Suite that we use at our organization. Some of its strong suits include easing the communication between end users/customers and the support teams. The added feature of internal only communications allows agents, users who respond and work on requests, to add comments that only they can see. This is important for roping in others on a particular request without the end user seeing all of the unimportant communication. One of the areas that JSD is less suited for is communications between internal teams and customers at the same time. When the submitter of the ticket is already an agent and starts commenting with internal comments, they will not receive notifications when others reply also using internal comments. This can cause confusion and loss of time due to people not seeing notifications for comments in a timely manner.
Read Gary Smolyak's full review
Phillip Holder profile photo
July 17, 2019

Solid Project Tracking Software

Score 7 out of 10
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  • Used across the whole organization.
  • Project Requirements repository - agile/waterfall.
  • QA tracking during test case resolution.
  • Process improvement.
  • Keeps track of all activities related to the project in question.
  • Documentation of Requirements - serves as the go-to source for all requirements created as a result of the SDS (System Design Specifications) review and sign-off.
  • Process improvement - We used to revamp failing processes and centrally locate all BAU (business as usual) developments tickets through JIRA.
  • Bug tracking - Great source for defect tracking and resolution.
  • Historical repository - we use as a historical reference and document location for all projects.
  • 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.
  • Best for traceability for large company/projects.
  • Best for historical documentation of requirements.
  • Best for QA bug tracking.
  • Better integration with QA testing tools such as HLM/IBM Rational - used quite a bit in many organizations.

  • Not suited for small businesses as it may be overkill.
Read Phillip Holder's full review
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April 24, 2019

Jira Service Desk is a great option for a small/medium sized business for many reasons.

Score 8 out of 10
Vetted Review
Verified User
Review Source
JIRA Service Desk is being utilized by a segment of our company for helpdesk tickets and project boards. I am currently rebuilding a new platform from scratch to support the entire company, including Confluence. The goal is to have a central location for issues and requests rather than multiple points (instant messaging, email, Salesforce, and notepads). Tying it in with Confluence gives us the ability to allow employees to solve the issues themselves and hopefully cut down on submitted tickets.
  • When typing up a summary for an issue, the suggestions from Confluence are excellent!
  • Setting up ticket queues for agents is easy and can be filtered based on rules written in JQL (or using the basic rule picker). I am able to set up queues specifically for whatever rules I want -- for instance, critical tickets that are 30 minutes away from the "time to resolution."
  • Search and filter features are nice because you can build and save a filter, grant access to that filter to any users/groups you want, and even subscribe yourself or others to that filter to be notified via email on a schedule.
  • 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.
I really like the ticket submission system. It is very easy to use for an end-user (in my opinion), especially if it is designed well by IT. The ticket type has a list of fields (required/optional) you can display to the end-user when they are creating a ticket. This makes it much easier for them and, if you don't require all the fields to be filled out, they can just leave them blank.
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August 12, 2019

JIRA Rules!

Score 10 out of 10
Vetted Review
Verified User
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We use Jira Service Desk to manage all of our IT tickets as well as our IT contracts. It does a great job of keeping everything in one place. We also chose to utilize this as our inventory tracking system and it is working well in that regard as well. It was a little tricky to set up but once you get it working how like it just works.
  • 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
This works well in our mid-sized organization. It does a perfect job keeping track of all of our tickets and assets. I haven't had any issues with the software at all besides it needing an occasional restart.
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April 04, 2019

There are a lot better options. Best with a lot of KEBD present already!

Score 6 out of 10
Vetted Review
Verified User
Review Source
We added Confluence to Jira Service Desk which made automated knowledge base suggestions so easy for our customers to look at, and use if they can, as well as reduced our ticket count dearly. They also helped in having a better utilization of the current knowledge base and help trigger making newer documents to enable self-service with the users. Since the user base grew, this was eventually replaced with Service Now.
  • Great use of knowledge base.
  • Interactive with the customers to create tickets and shows better suggestions with the existing KEBD.
  • Helped automate a lot of tasks which were similar or repetitive.
  • Would throw out errors a lot and needed support to come in and fix the infrastructure.
  • Knowledge base handling was poor at times and queries would get lost in translation.
  • User's complaints with Jira increased for having the ability to navigate a few times which became frustrating.
I would say a for a tech-savvy user base, this solution would work better with respect to how the interface is. An industry with a large and detailed knowledge base can really take advantage of Jira Service Desk's integration with KEBD.
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May 30, 2019

JIRA Service Desk

Score 10 out of 10
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We put Jira tasks as discussion items on the follow-up decisions and actions-up Issues, which are fielded up by the meeting members concerned and discussed in the meeting. Teams use Portfolio for Jira to effectively plan by creating reliable forecasts, staying informed with realistic schedules, and effectively troubleshooting and managing releases in an ever-changing environment.
  • Polished user experience
  • Unlimited Custom Fields
  • Bugs and defect Management
  • I spend most of my working day in the agile boards! So easy to use and endlessly configurable. I can't fault it
  • It provides all of the collaborative tools we need to manage our work and maintain documentation for future reference
  • Hard to setup
  • Too many features
  • Difficult to use
JIRA started out as being a bug tracking system. It has become a general purpose issue/task tracking solution. You can use it to track any task.
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Brent Gostkowski profile photo
November 12, 2018

JIRA - the game changer!

Score 8 out of 10
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Verified User
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Jira is being used by multiple departments across my organization (Client Service, Financial Service, Tech Engineering, etc). Previously, my company was using a tool (designed in-house) to intake, prioritize, and track tickets submitted for development (maintenance, bugs, enhancements). The downside of this legacy technology was mainly reporting capabilities. We were unable to do a proper post-mortem in order to determine what areas of the overall process could be improved (if deadlines were not met).
  • 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).

Read Brent Gostkowski's full review
Sundeep Gopal profile photo
November 05, 2018

Jira it is if it is IT.

Score 10 out of 10
Vetted Review
Verified User
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Currently, we use Jira Service Desk for receiving, tracking and responding to our online customers who might have queries. We keep a track on all queries, the effort needed to respond to the queries, and simultaneously we also forward queries that are a little more complex to the development and product teams. We also use Jira Service Desk in the marketing team to gain insights into the kind of queries received.
  • 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
Jira Service Desk is a great tool for teams that are already using it. For example, IT teams can save a great bit of time and effort using it, but the real problem comes when a marketing team is involved because the functionality is so limited from a marketing standpoint. However, for the IT teams, it probably is one of the easiest tools to work with—great features and customizations.
Read Sundeep Gopal's full review
Matthew Smith profile photo
January 29, 2019

A Few Tweaks, Or Ability To Tweak, Would Make This Product Great To Work With

Score 8 out of 10
Vetted Review
Verified User
Review Source
We use Jira Service Desk as a corporate service desk. All issues within our company are submitted through the service desk portal and are then triaged to the specific groups that can help with the issue. We have set up multiple service desks for each specific group that are managed by the small teams in our department and that seems to work great.
  • Customizability.
  • Reporting.
  • Easy to use for users.
  • It's a little difficult in terms configuration- you should have someone dedicated to administration.
  • For as customizable as it is, there are some things you can't change. These small issues that don't really effect an individual ticket too much, but when you are dealing with dozens and dozens of tickets a day, small granular things add up.
  • A suggestion for improvement would be to allow a hotkey entry for quickly submitting a comment. You can do that for an internal comment (not seen by the user), but not for a public comment.
Honestly, I think it's great for all situations. You might have some issues if you're a small company that doesn't have someone to set up and manage it in its infancy; you might struggle to get it up and running. But in many other cases, it's suitable. I'd also recommend it if you're already using the Jira suite.
Read Matthew Smith's full review
Melissa Kattke profile photo
September 17, 2018

SharePoint admin enjoyed using Jira

Score 8 out of 10
Vetted Review
Verified User
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It was being used for project management, tracking progress, questions and collaboration while using Agile methodology. It was also used to document procedures of how to do something in SharePoint, SP Designer and migrating data from company sandbox to customer platform. Jira was utilized to document meetings, ideas and scrum discussions.
  • 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.
Suitable application for agile methodology. Good platform for issue tracking and documenting processes already discussed and or implemented. Even though the company I worked for paid for this subscription, I found out that it is more cost effective than legacy systems. The portal is intuitive to use in order to monitor progress of service tickets. Tickets can be displayed as "issue links" where developers can work on them before the ticket escalates.
Read Melissa Kattke's full review
Gerardo David Denis Herrera profile photo
September 14, 2018

Smart solution for a good price

Score 7 out of 10
Vetted Review
Verified User
Review Source
JIRA is used to keep track of the open requirements of our external clients. It is used for every user in the company. The main problem addressed is to respond to customer requirements within agreed SLA to keep our external customers happy and not to impact the daily operations and help them achieve goals.
  • Easy implementation
  • Easy to use
  • Friendly UI
  • More Funcionalities
  • Integration with some other tools
  • The portal can be a bit difficult to understand at the start for beginners
It is appropriate for projects where there are many tasks involved that are distributed among people, this can help make the tracking of tasks easy. It is also good because of the price. It is not recommended for big organizations because it is lack of more features to make it more reliable
Read Gerardo David Denis Herrera's full review
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January 05, 2019

Jira As a Service Desk

Score 9 out of 10
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Verified User
Review Source
We use JIRA Service Desk to collect our customers’ requests such as issues, problems, new features, and on-site work requests. We needed a software such as JIRA Service Desk to manage all these requests and provide timely and proper customer service.
  • Service Desk can be integrated with JIRA, which helps you to involve software development teams easily and trace the development progress.
  • Service Desk can be integrated with Confluence. Thus you can provide a good knowledge base to your customers.
  • Third party Plugins from the community provide absent features. Thus you don’t need to wait for Atlassian to implement long-awaited features.
  • JIRA Service Desk gives you the ability to use different workflows for different types of issues. You may create your own workflows.
  • It gives you the ability to create conditional actions.
  • Their customer portal is very clean. To open a new case or monitor open cases is simple. It would be great if more of it were like the portal. It would be great if we could share some reports.
  • Putting customers’ employees in a team is possible, but doesn’t fix some problems from a flexibility point of view. It needs some improvement.
  • Conditional notifications to third parties are limited.
  • Eg. We are an integrator company, and our projects require us to route some issues to our partner companies’ service desk systems automatically due to SLA agreements, which is not easily possible.
Historically, Service Desk was designed as an in-company Service Desk software as part of JIRA. At the beginning, it was awful to use it if you give service to your enterprise customers, due to the lack of features such as customer teams. For now, it is better. Still, its native design is for in-company individual customers. However, it's built-in integration with JIRA, Confluence, some other great products from Atlassian, and its capabilities to integrate with third-party apps makes it great.
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September 13, 2018

Jira Service Desk - A product worth looking at

Score 8 out of 10
Vetted Review
Verified User
Review Source
Jira is being used primarily by our Information Technology department. It is being used for task management, project management, and time management. Jira helps us to stay organized all in one place.
  • 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.
Jira is suited for large companies that are looking for a service desk solution that can aid in time management and task management. The number of options may be overwhelming for a smaller company or for a group looking for simple task creation and management.
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October 11, 2018

Ideal tool for tracking requests if your team is already using JIRA for Sprint planning

Score 6 out of 10
Vetted Review
Verified User
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JIRA Service Desk is being used by our IT team to receive, track and manage requests from our customers (students, staff, faculty)
  • Tracks requests from customers well
  • Easy to escalate requests and issues to incidents
  • Run reports on number and type of requests being received by the team
  • A better User interface
  • More intuitive admin console and panel
  • A more robust knowledge base similar to Zendesk's knowledge base
Appropriate for teams that are already using JIRA to manage their sprints and workload.
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Rounak Jangir profile photo
August 17, 2018

JIRA for your Project... Good or Bad?

Score 8 out of 10
Vetted Review
Verified User
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We use JIRA in our project to keep track of individuals' work, as well as to collaborate all the tasks and documents at one place. We use its Confluence integration feature to keep all the documents present in Confluence available to all. We simultaneously keep track of all tasks using JIRA. We track which tasks are completed, which are pending, and how much effort is required to complete them.
  • 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.
It is appropriate for projects where there are many tasks involved that are distributed among people, this can help make the tracking of tasks easy. It is also good because of Confluence integration for projects with a lot of documentations.
Read Rounak Jangir's full review
Erica Marois profile photo
August 02, 2018

Efficient & Effective Tool for IT Service Management

Score 8 out of 10
Vetted Review
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Our team uses JIRA to raise tickets for our IT team and to submit talks/projects for our marketing and audience development teams. It started out as an easy way for us to get any development issues in the weekly and monthly IT sprints. Now, we also use it to collaborate on the creation of email newsletters, campaigns, etc. It's been great for tracking multi-user projects, sharing large files, etc.
  • 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.
JIRA is the perfect solution for project/sprint management in an IT department. It's a great way to raise issues for IT and to get quick updates on their progress managing those bugs/issues. While it can also be used for marketing/content project management and job submissions, I do think there are better solutions for teams outside of IT. Basecamp and Trello are two good options for more basic project management.
Read Erica Marois's full review
Andrew Vawdrey profile photo
July 31, 2018

Great Service Desk

Score 10 out of 10
Vetted Review
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Jira Service Desk is mainly being used by our Helpdesk team to receive, answer, filter, and escalate our internal requests from employees. The main users would be our Helpdesk team as they receive all tickets/requests and respond or pass them along to other teams within Jira, but you could say it is used by the whole organization because if anyone has an issue or request it is funneled through Jira Service desk.
  • 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 is very well suited for any organization that also uses Jira Software for Development or other teams for their task tracking and all. Jira Service Desk makes it very easy to take the ticket and move it to another board and assign it to someone to get worked on.
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Ammar Aldaffaie profile photo
August 07, 2018

JIRA, the best service ticket and agile system for your development and IT

Score 10 out of 10
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Verified User
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We use JIRA service desk for issues reporting, IT ticket, software and permission changes request, etc...So for example, when a user needs something, they will open a ticket with their request and depending on the request type, we send the ticket to the queue so the team can work it. We also use it for our backlog grooming, for our agile work, and for development team stories build and tracking.
  • 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 amazing for your development team if they use agile for their sprint and stories.
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
Read Ammar Aldaffaie's full review
Taylor Campbell profile photo
April 12, 2018

Jira Service Desk Review

Score 8 out of 10
Vetted Review
Verified User
Review Source
JIRA Service Desk (JSD) is used by our organization to submit bugs and enhancements. It is being used by almost the whole organization. It helps us gather specific information from the users when they submit the requests and also guides the users so they know exactly what kind of information we will need when they submit the requests.
  • 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
I think it is well suited for submitting bugs and enhancements.
Read Taylor Campbell's full review
Rene Enriquez profile photo
April 12, 2018

I really like Jira Service Desk

Score 10 out of 10
Vetted Review
Verified User
Review Source
We mainly used this product to manage all the task in charge of devs, support team, and IT in general.
  • Good integration with Hipchat
  • Ability to link other related tickets
  • Good tracking system
  • Configurable workflow
  • Not sure, it has been working good enough to cover our needs
JIRA is really good and we are so happy using it, even if you just wanna test it you can go for the basic version which is really cheap.
Read Rene Enriquez's full review
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June 20, 2018

JIRA is a great ticket management system

Score 9 out of 10
Vetted Review
Verified User
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We use JIRA every day to manage the requests that come from all parts of the e-com department. There are many teams within the e-com department so we categorize the requests by component. Requests are stored and tracked in JIRA by sprint and team. Everyone can see the status of their request, comment and see when it is scheduled for deployment.
  • 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.
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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July 13, 2018

Service Desk makes help desk work easier

Score 10 out of 10
Vetted Review
Verified User
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Service Desk is used across the entire organization for all help desk tickets, including software issues, hardware and new hire employees. It replaced an older Microsoft version we used for our help desk which was dated and hard to use and administer. We are currently looking at new departments we can add to it as well.
  • 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
Perfect for tracking all your help desk tickets across the organization, including software, hardware, new hire employees, also works for change management functions for IT when things go into production environment. The approval feature for manages when employees submit a request is also very good. We are moving to allow Real Estate tickets to go as well.
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March 07, 2018

House of Organization

Score 8 out of 10
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Verified User
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JIRA is primarily used as our bug database for issues that are found while testing our software. It houses our 20+ projects and works great for housing our bug tickets in a very organized manor. JIRA is also used for tracking the development of the current sprint that the engineers are working on. JIRA has some great features and links to other software tools such as TestRail and Confluence.
  • 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.
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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August 08, 2018

JIRA- easy to use even for beginners

Score 9 out of 10
Vetted Review
Verified User
Review Source
JIRA is used to track our day to day tickets and user stories to be accomplished for a particular sprint. Most of the projects in our organization use this and it helps to easily track our progress and when a particular thing has to be done.
  • 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.
Sending e-mail through the ticket really helps to communicate easily.
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December 13, 2017

JIRA Service Desk - Great OOTB, Better after customizing

Score 10 out of 10
Vetted Review
Verified User
Review Source
We use JIRA Service Desk for our primary help desk ticketing and tracking system. We support a user base of about 200 and have 5 enrolled agents. We had previously been using JIRA's issue tracking as a quasi-ticketing system, but needed a more robust system for tracking SLA metrics, utilization, trends, incidents, as well as provide a single pane for our users to view and update their tickets simply and easily.
  • 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.
As a flexible ticket tracking system, Service Desk is a great choice. There are a lot of customizations, third-party add-ons, and API plugins that can enhance and tweak the system to fit your business needs. On the flip side, there is a lot of customization that is required out of the box to really fit the product to your needs. Integration with Confluence for knowledgebase or Tier 0 support is amazingly simple and straightforward. Atlassian integrates their products wonderfully and there are a lot of features that we're still discovering. If your team is not part of a software development company, or if your organization is new to the Agile mindset, then there can be a cultural learning curve, especially for some of the more customized features which are firmly rooted in the underlying JIRA Software.
Read Brian Taylor's full review

Feature Scorecard Summary

Organize and prioritize service tickets (45)
8.8
Expert directory (2)
9.0
Service restoration (2)
9.5
Self-service tools (40)
8.0
Subscription-based notifications (1)
10
ITSM collaboration and documentation (36)
8.0
ITSM reports and dashboards (37)
8.0
Configuration mangement (1)
10
Asset management dashboard (1)
10
Policy and contract enforcement (1)
10
Change requests repository (38)
8.2
Change calendar (2)
6.5
Service-level management (41)
8.4

About Jira Service Desk

Jira Service Desk is service desk software that is purpose-built for IT, service, and support teams. The software provides everything IT and support teams need out-of-the-box for service request, incident, problem and change management. Jira Service Desk integrates seamlessly with Jira Software so that IT and development teams can work better together. Users can connect service desk tickets to Jira Software issues and get to the root cause of problems before they escalate.

Jira Service Desk Features

Incident and problem management Features
Has featureOrganize and prioritize service tickets
Does not have featureExpert directory
Does not have featureService restoration
Has featureSelf-service tools
Does not have featureSubscription-based notifications
Has featureITSM collaboration and documentation
Has featureITSM reports and dashboards
ITSM asset management Features
Does not have featureConfiguration mangement
Does not have featureAsset management dashboard
Does not have featurePolicy and contract enforcement
Change management Features
Has featureChange requests repository
Does not have featureChange calendar
Has featureService-level management
Additional Features
Has featureCustom reporting
Has featureSelf-service Help Center
Has featureAutomation rules
Has featureITIL-certified
Has featureEmail support
Has featurePre-built workflows
Has featureSLA's
Has featureCSAT reporting
Has featureAsset management integration

Jira Service Desk Screenshots

Jira Service Desk Competitors

Pricing

Has featureFree Trial Available?Yes
Does not have featureFree or Freemium Version Available?No
Has featurePremium Consulting/Integration Services Available?Yes
Entry-level set up fee?No
EditionPricing DetailsTerms
Small Teams$10per agent for up to 3 agents
Growing teams$20per agent per month for 4-15 agents
Large teamsDiscountper 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 VersionPaid Version
Email
Forum/Community
FAQ/Knowledgebase
Social Media
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