TrustRadius Insights
Jira Service Desk is a versatile ticketing system that has become the primary solution for managing requests and communication within our …
Jira Service ManagementFormerly Jira Service Desk
Starting at $0 per month
View PricingOverview
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…
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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
Cloud
per month
Standard
$20
Cloud
per agent/per month
Premium
$40
Cloud
per agent/per month
Entry-level set up fee?
- No setup fee
For the latest information on pricing, visithttps://www.atlassian.com/software/jira…
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Features
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Product Details
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- Competitors
- Tech Details
- FAQs
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 and support teams need out-of-the-box for service request, incident, problem and change management. Jira Service Management 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 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
ServiceNow IT Service Management, Cherwell Service Management, and Freshdesk are common alternatives for Jira Service Management.
Reviewers rate Organize and prioritize service tickets highest, with a score of 8.3.
The most common users of Jira Service Management are from Mid-sized Companies (51-1,000 employees).
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Reviews and Ratings
(623)
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- 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
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October 28, 2020
Best Service I Ever Used
Score 9 out of 10
Vetted Review
Verified User
We are using Jira across the whole team to address all modifications in system like when there is anything we have to add in the page or edit anything. We mentioned all the updates in Backlog and then make a sprint for a week or two to complete it.
- Task management.
- Boards.
- Sprint for a week.
- Backlog.
- Connection with Bitbucket.
75%
7.5
N/A
N/A
65%
6.5
- Easy to handle projects.
- Take less time to solve problems.
- Multiple problems at same time.
- Remember your work.
I didn't use any other services before this. I love this product. By the way I am using Bitbucket, too, which is also awesome, easy to manage versions.
October 05, 2020
JIRA: The tool for immediate support
Score 10 out of 10
Vetted Review
Verified User
JIRA is being used by our department. We are using JIRA in creating an ESUP ticket linking to a PR ticket created by our clients (projects) in JIRA customer portal. We use JIRA as our documentation or ticketing tool and tracker for every project we are making. We are receiving incoming issues or requests through JIRA.
- You can create your own Dashboard and filters using JIRA.
- You can link multiple related tickets to JIRA.
- JIRA has its own customer portal so you can easily see the PR tickets created offline and can address it ASAP.
- Sometimes JIRA is slow to load.
- JIRA doesn't work well in IE.
- I can't think of any other area for improvement to be honest. JIRA works as designed.
100%
10.0
N/A
N/A
100%
10.0
- For me, SLA Metrics Management helps us a lot in monitoring our response, workaround, and resolution time.
- We can create our own JQL queries according to the projects we support.
- There is also an option based on language you prefer, for example you can choose French or English.
In Jira, you can browse your own knowledge base. You can also create new widgets and filters the way you wanted it customized. I prefer JIRA over any other ticketing tool since JIRA is easy to navigate. You can create your own Dashboard. You easily can pull up the reports needed.