Jira Service ManagementFormerly Jira Service Desk
Overview
What is Jira Service Management?
Jira Service Management (formerly Jira Service Desk, now including features from the former Mindville Insight, acquired by Atlassian in June 2020) is a service desk software that is purpose-built for IT, service, and support teams. The software provides everything IT…
Beware JIRA ITSM pricing increase.
Modern and Easy to collaborate ITSM tool
A Great Way to Manage your Tickets
A Few Tweaks, Or Ability To Tweak, Would Make This Product Great To Work With
Jira helps keep your team organized
In depth project management tool
IT Issues Goodbye!
Perfect management and centralized system service
Best Service I Ever Used
JIRA: The tool for immediate support
Jira
Great tool for project management and task-tracking
A Solid Product for internal-use Jira Service Desks across Departments
Modern simple service desk sofware that anybody can use
One stop for all of your service desk issues
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Organize and prioritize service tickets (74)8.383%
- Service-level management (67)8.282%
- Change requests repository (63)7.373%
- Self-service tools (68)7.272%
Reviewer Pros & Cons
Pricing
Free
$0
Standard
$20
Premium
$40
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Features
Incident and problem management
Streamlining ticketing and service restoration processes
- 8.3Organize and prioritize service tickets(74) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 9Expert directory(2) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 9.5Service restoration(2) Ratings
Impact assessment and automated fixes for common problems
- 7.2Self-service tools(68) Ratings
Repository of information documenting common issues and known resolutions which can be accessed directly by users
- 10Subscription-based notifications(1) Ratings
Users subscribe to notifications for ticket updates
- 7.7ITSM collaboration and documentation(61) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
- 5.8ITSM reports and dashboards(62) Ratings
Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data
ITSM asset management
Managing all IT assets and enforcing policy rules
- 10Configuration mangement(1) Ratings
Database for tracking and reporting all business assets
- 10Asset management dashboard(1) Ratings
Dashboard showing organization's software portfolio
- 10Policy and contract enforcement(1) Ratings
Ensuring that requesters have eligibility before fullfullment
Change management
Ensuring standardized processes for making changes to IT infrastructure
- 7.3Change requests repository(63) Ratings
Single repository of all planned changes and releases
- 6.5Change calendar(2) Ratings
Calendar showing change schedule to stakeholders
- 8.2Service-level management(67) Ratings
Process for negotiating agreements regarding service level expectations, and ensuring these are met
Product Details
- About
- Competitors
- Tech Details
- FAQs
What is Jira Service Management?
Jira Service Management Features
Incident and problem management Features
- Supported: Organize and prioritize service tickets
- Supported: Self-service tools
- Supported: ITSM collaboration and documentation
- Supported: ITSM reports and dashboards
Change management Features
- Supported: Change requests repository
- Supported: Service-level management
Additional Features
- Supported: Custom reporting
- Supported: Self-service Help Center
- Supported: Automation rules
- Supported: ITIL-certified
- Supported: Email support
- Supported: Pre-built workflows
- Supported: SLA's
- Supported: CSAT reporting
- Supported: Asset management integration
Jira Service Management Screenshots
Jira Service Management Competitors
Jira Service Management Technical Details
Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Unspecified |
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 |
Frequently Asked Questions
Comparisons
Compare with
Reviews and Ratings
(622)Community Insights
- Business Problems Solved
- Pros
- Cons
- Recommendations
Jira Service Desk is a versatile ticketing system that has become the primary solution for managing requests and communication within our organization. It effectively addresses the challenge of handling a large volume of requests and provides a centralized platform for storing and accessing information. Users have found it valuable due to its customizable nature, allowing it to adapt to the specific needs of different departments.
With Jira Service Desk, multiple departments across the organization, such as Client Service, Financial Service, and Tech Engineering, efficiently handle ticketing and tracking tasks. It replaces legacy tools with limited reporting capabilities, facilitating improved processes and workflows. The user-friendly interface makes it easy for both technical and non-technical individuals to navigate and utilize the system effectively.
Jira Service Desk streamlines communication by providing users with an intuitive platform to view and update their tickets easily. It improves transparency among teams by tracking SLA metrics, utilization, incidents, trends, and other key performance indicators. Additionally, Jira Service Desk serves as a documentation tool for projects, enabling the tracking of incoming issues or requests.
By utilizing Jira Service Desk, organizations can streamline internal and external requests and complaints while reducing resolution time. Its efficient helpdesk ticketing system simplifies collaboration between teams and departments. With its customizable workflows and integration with other software tools, Jira enables teams to manage workloads, pre-plan tasks, track progress, assign tickets to team members, and ensure efficient delivery.
Overall, Jira Service Desk is widely used across organizations to improve efficiency in various departments such as IT support, HR, Accounting, Marketing, Sales, and Service Delivery. Its flexibility in customizing workflows allows teams of any size to configure the system according to their specific needs while providing a central location for issue tracking and project management.
Sufficient Communication and Accountability Features: Users have appreciated the tool's sufficient communication and accountability features, which have prevented replication of tasks and decisions. This has eliminated the need to constantly bother the project lead for updates and allowed for easy tracking of completed tasks and discussions.
Versatile Task Management Options: Many users have found the task management options in the tool to be versatile and suitable for a variety of use cases. This feature helps in keeping everyone accountable and ensuring that tasks are completed on time.
Usefulness of BigPicture - Gantt Feature: The BigPicture - Gantt feature has been highly praised by users as it allows them to break down large projects, track multiple phases, and identify where most of their time is spent.
Complicated User Interface: Many users have found the user interface of JIRA Service Management to be complicated, not intuitive, and difficult to navigate. Some users have experienced difficulty in understanding and utilizing certain features of JIRA Service Management, even after using it for an extended period.
Steep Learning Curve: Several reviewers have mentioned a steep learning curve associated with JIRA Service Management. They have expressed that it takes significant time and effort to understand and set up workflows, requiring dedicated administrators which adds to the cost and overhead.
Limited Customization Options: Users have reported limited customization options for the customer portal in JIRA Service Management. This limitation makes it difficult for organizations to meet specific branding and design requirements.
Users have made several recommendations based on their experiences with JIRA. The most common recommendations include considering using JIRA if already using other Atlassian products, trying a free trial or demo before implementing JIRA, and using JIRA for issue tracking and project management.
Many users suggest that if you are already using other Atlassian products, such as Confluence or Bitbucket, it would be beneficial to add JIRA to your toolkit. This recommendation is attributed to users who appreciate the seamless integration between these products.
Users highly recommend taking advantage of the free trial or demo offered by JIRA before committing to its implementation. By doing so, one can get a feel for the product's features and functionalities, helping to determine if it meets their specific needs.
Several users have endorsed JIRA for its capabilities in issue tracking and project management. They mention that JIRA helps them track work, improve team efficiency, monitor tasks, and enhance client visibility. This recommendation is often associated with users who find value in managing Agile workflows and appreciate JIRA's affordability.
It's important to note that while there are many positive recommendations for JIRA, some users have also mentioned potential drawbacks such as the initial learning curve and complexity of configuration. Therefore, it is crucial to evaluate these recommendations in light of your specific requirements and context.
Attribute Ratings
Reviews
(1-25 of 32)Beware JIRA ITSM pricing increase.
- Nothing. It's average.
- Pricing is a rip off.
- UX is ordinary.
- Support is average.
In depth project management tool
- Project management
- Task prioritization
- Sprint management
- Easier UI
- Setting more accessible
- More documentation
But if you're looking for a more macro version of a project planner than this tool could be the total opposite of a helpful tool as it is easy to lose yourself in its complexity.
IT Issues Goodbye!
- IT issues
- Computer help
- Internal problems
- Quick fixes
- Troubleshooting
- Better UI
- Progress meter
- Cross talk
Perfect management and centralized system service
- It's very easy to track your workload on different parameters.
- Very easy to assign tasks to the appropriate developer or worker.
- You can also create user stories and documentation for tasks.
- You can attach documents and comment on tasks.
- Tasks can be divided into multiple sprints and can easily manage the workforce.
- I don’t find any major issues with Jira Service Management.
- They could increase the maximum size of attachment files.
- Otherwise, it’s all good.
Jira
- It keeps track of all of your inventory.
- Easy to update statuses of items in inventory.
- Initially it is hard to use because you don’t know what you are doing. There is a slight learning curve.
- Easy Requests for Work
- Streamlined progress updates and requests for more information.
- Creating new Request Types is time-consuming and usually requires expert intervention from our IT team for everybody's desk instances.
- When work items are incomplete for long periods, nothing triggers extra alerts or notifications to management without them polling for it.
Great tool for tickets management
- Easy to create and track a ticket
- Easy to add and tag others
- UI could be made more intuitive.
- Learning curve may be a bit steep for non-technical people.
Jira Service Desk Review
- Easy setup
- Tight integration
- Need more wizards
- Proxy setup for multiple sites on same box
Jira: Great Service Desk Tool
- User Friendly Customer Portal
- Easy to track tickets
- Learning Curve
- Price
Jira in our workplace
- Bug Reporting is detailed and useful, easy to report and easy to keep track.
- Integration with other apps for a better workflow.
- Too many open requests can make the tool work slow.
- You will need to invest some time to know every feature and to master the use of it.
PM like a boss
- The Kanban Board is very clear
- The ticketing system works really well, notifications are useful.
- It's a bit pricey
- Needs to have more integration with Slack and other softwares
Be on track with Jira
It helped manage every project there was in the company.
- Work tracking
- Categorizing tasks
- Could be more customize based on project
- Doesn't have themes
JIRA will track your support tickets
- Ticket Entry.
- E-mail updates.
- Project management.
- Linking tickets.
Excellent workflow management capabilities
- Manageable workflow to ensure all users follow the same process.
- Can ban boards for easy visual of ticket status.
- Very flexible tool that can adapt to lots of different uses outside of the traditional service desk model.
- Added communication tools help you get out of e-mail jail.
- Navigating through issues outside of a kan ban board can be confusing and task heavy.
- It's easy to clutter up the tool. It could use some easy clean up capabilities.
- User interface is decent, but could use work to make it more intuitive.
JIRA Rules!
- 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
- 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 a great option for a small/medium sized business for many reasons.
- 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.
JIRA - the game changer!
- 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).
Jira it is if it is IT.
- 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- easy to use even for beginners
- 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.
Great 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
Service Desk makes help desk work easier
- 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 is a great ticket management system
- 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.
House of Organization
- 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.
Just say YES to Jira (Service Desk) you wont regret it!
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)
- What is missed can be purchased (sometimes for free) from the Atlassian Marketplace (not negative!)
- It's highly recommended to link it with Confluence! (not negative!)
- There are many options - from nearly 1-click-to-start to spending whole months on the setup and customization! (not negative!)
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.