Organize and prioritize service tickets (78)
Service-level management (71)
Change requests repository (67)
Self-service tools (72)
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Entry-level set up fee?
- No setup fee
- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
- Supported: Organize and prioritize service tickets
- Supported: Self-service tools
- Supported: ITSM collaboration and documentation
- Supported: ITSM reports and dashboards
- Supported: Change requests repository
- Supported: Service-level management
- 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
Watch Jira Service Desk is the only service desk software that IT and service teams actually like to use. Built on the Jira platform, Jira Service Desk delivers an effortless service experience and adapts to your needs, with set up time and pricing at a fraction of competitors. Find out why 20,000+ customers trust Jira Service Desk at http://www.atlassian.com/service-desk
|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|
- Integration options
- Automated routing of tickets
- User Experience
- Reports Section - Need to have more customizable fields
- Performance is slow (sometimes)
- To manage projects
- Provides clear metrics
- Advanced Roadmap facility
- When you delete a ticket accidentally, it cannot be retrieved
- Project Visibility (Dashboard, Detailed Insights, Reporting, etc)
- Customization & Integrations options are really good
- Multiple teams involved can be collaborated pretty well
- Creating Stories/Issues, Tracking, Assigning, etc are easy one
- Security stuff's are good.
- Efficiently Integrated most of the Agile Methodologies
- The Feedback or Communication the the team member/Individual options much needed as the only they are one able to see those and not everyone.
- I feel sometime some important information's that's need to be highlighted will go unnoticed with lot of general info's entries.
- The mobile App version of Jira not the great one at the moment
- The upload file size could have been more.
- Integration with many of the most common tools companies are using (Slack, MS Teams, Salesforce, ... etc)
- Natural workflow with Jira (as product development / project management tool) which makes the full fix and follow up of the tickets / issues very easy to follow
- Allow multiple different entry points and work flows for as many different needs your teams / company have
- Simplicity in configuration for simple use cases / work flows
- Out of box reports
- 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.
- Allows field personnel to create their own tickets without having to call in to the help desk
- Allows us to easily send updates to requesting parties.
- Easy to transfer ownership of the ticket to other staff.
- Easy to use with other Atlassian products.
- The search function is REALLY bad! We had to come up with a formulaic filter to search by a certain field and if that field is not filled out on a ticket, it doesn't find it.
- You have to completely enter a ticket before you close the ticket, even if you resolve the issue right away.
- The entry process is tedious so it is hard to enter information on a ticket while you are talking to a customer on the phone.
- No Integrated Knowledge base
- No customer access through social media channels
- No on-the-fly field changes allowed by staff
- 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
- Computer help
- Internal problems
- Quick fixes
- Better UI
- Progress meter
- Cross talk
- Easy to track your workload on different parameters.
- Very easy to assign task to there respective developer or worker.
- You can also able to create user story and documentation for task.
- You can attach documents and comment towards the task.
- You can divide task into multiple sprints and can easy manage the workforce.
- I don’t find any major issue with Jira Service Management.
- They could increase the maximum size of attachment files.
- Otherwise, it’s all good.
- Organized way of assigning tasks.
- Straightforward UI
- No downtime so far.
- Easier way of maneuvering the tasks.
- There are hidden features which is kind of not seen in the UI.
- Notifications can be synced in the email like having less than X hours left in the task assigned.
- Task management.
- Sprint for a week.
- Connection with Bitbucket.
- 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.
- 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.
- Big Gantt chart on the dashboard lets you see a project's status, tasks, and progress easily. Dashboards are easily customizable with lots of options.
- Very easy to create service request templates and modify existing built-in templates to fit your needs.
- Not a lot of online help available to get going
- Needs Confluence (additional cost) to be able to add a knowledge base
- 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.
- Easy to use! That's half of the success.
- Integration with Confluence is a great feature, allowing us to merge tickets with knowledge base. Very useful by software development or when you aim at first-call resolution of user or client requests
- Further integration with tools such as Enterprise Architect would be nice.
- Maybe a free to use limited license would be nice for small projects/teams.
- Any service desk or helpdesk process, this is its core business, and it does it very well
- Great for IT solutions development with tens or more developers, analysts, architects, testers, etc. or even by small isolated software development
- Great tool for team management also in agile, you can check the burndown charts on a mobile device in less than 3 seconds when the project sponsor asks you in the elevator
- It does not replace document management or specialized knowledge management tools or even e-learning solutions, as some companies tried.
- Excellent collaboration tool, incident, and problem management, all essential features well included
- Nice enhancement for IT development integration in the form of a link to Confluence
- Great tool for service level management, provides comprehensive service level requirements / SLA fulfillment overview, helps managers to keep a clear overview of priorities
- Very good automation and integration features
- Ease of navigation.
- Self explanatory.
- Need to change sprint status manually.
- Workflow implementation is quite complex.
- Simple to create and keep track of tickets
- Allows easy collaboration between team members
- Learning curve can be steep for some advanced features
- 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.
- Easy setup
- Tight integration
- Need more wizards
- Proxy setup for multiple sites on same box
- User Friendly Customer Portal
- Easy to track tickets
- Learning Curve
- ITIL templates.
- Task automation.
- The mobile client is very basic.
- Very hard to migrate issues between cloud and on-premise.
- Track tickets for IT help desk, customer service inquiries, engineering software code changes, HR related tickets and more.
- Drive accountability by having clear due dates and ownership across the company.
- More updated/user friendly-user interface.
- Better integration with other company software.
- 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.
- 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