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
(626)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
(51-75 of 76)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.
Jira Service Desk Review
- 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 really like Jira Service Desk
- 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
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.
Best Project Management Software with great integration
- It is very much user-friendly, too easy for reporting an issue and updating its status, especially attaching the screenshot very easily.
- JIRA Service Desk is the tool that allows all stakeholders to be more proactive to communicate transparently. It especially helps the development team to work on Agile/Scrum methodology perfectly.
- The tool is pretty intuitive and it only takes a few attempts before you understand how the system works.
- Customized reports are not really flexible, easy to learn and generate for quality metrics in particular.
- It is more effective for small to medium-sized companies. It might not be suitable for a larger company with more than 5000-6000 users; it's only scaleable to a certain point.
- The fields are not dynamics. Once we choose a field, only related values are shown instead of irrelevant values.
- Brings project information together in one place
- Powerful organization tool
- Good for team collaboration
- Difficult to get set up
- Not the greatest interface design (at the time we used it)
Easy to use for both end users and agents
- It's very easy to use and learn
- Very good integration with JIRA
- Flexibility for different customer use cases
- Avoiding the nightmare of shared email inboxes
- The customer portal needs more branding and customization options
- Hard to write one's own add-ons
- The reporting could be better
- Cost
JIRA service desk connecting developers to issues
- Custom dashboards to show the most relevant information to users and teams at a glance
- Good issue management and tracking showing how an issue has been process and progressed over time
- Notification options so that issues are highlighted to individuals when not using the app to ensure that important ones are not missed.
- The custom dashboard setup can get a little confusing when first using them, could do with a wizard to help things along
- Default dashboards do not seem intuitive so maybe when adding a project there could be a template selection to direct the default dashboards to some that make sense
- At first glance, the package looks a little overwhelming. Maybe a basic/advanced view would help make it seem more friendly for new users.
JIRA Service Desk - Great OOTB, Better after customizing
- 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.
JIRA Service Desk - Internal Ticketing system of choice
Many of the problems it solves for our company is to allow the IT department to handle a large queue of requests at the same time. It can also allow for a more friendly and easy to use "customer" portal for end users to submit requests using a decision tree that can help categorize requests further; certain examples include requests for a new workstation or VPN setup or needing a password reset. The front end is reliable and has been effective at reducing the turn around time on solutions.
- Extensions through plugins that help improve JIRA Service Desk make it competitive with other ticketing based systems like OTRS or FreshDesk. A specific plugin which I use is "Email This" and helps strip out unwanted images or signature files from tickets, creates the ability to email a ticket to other end users (as a means to provide full updates to the end user who may or may not want to login to find the solution put into place)
- It works very well with JIRA Core and Confluence which allows for great integration with a knowledge base to work in tandem with Service Desk.
- The built in workflows are very good, and often doesn't require changes through a standard ticket workflow.
- JIRA does have some great functionality but it does lack in email communications to the customer when it comes to non-sensitive materials. Many of the outbound emails to customers within the ticket (as you can comment or log work which can be made available to the customer, or not) require the customer or end user to login in order to see the updates made. This could be dealt with by having a switch between sensitive and non-sensitive information that will include the updated information within the email rather than wait for the customer to log in to see the update. It can be a barrier, which is why we use "Email this issue" plugin.
- A better filter for reducing junk email or automated emails that may be sent to the designated ticket email that auto-generates a ticket. The current controls require some knowledge of java scripting or other scripting languages to accomplish. Something more user-friendly would be appreciated.
- Separation of incoming tickets to different departments or auto-assigning could be a lot more user-friendly.
The licensing can be expensive however there is much value when compared to other licensed ticketing systems.
JIRA -- A Must Have Software Tool
- Allows users to fill out a form regarding their support request/issue that provides all the details a web developer needs to troubleshoot and resolve the request/issue.
- Reporting is very good. JIRA provides standard canned reports and also provides the ability to customize reports. The most useful report for me summarizes all the projects and requests by developer where I can see all the details, especially resource load.
- Provides project management functionality to prioritize and track deadlines easily.
- I have not found a good way to track task dependencies.
- Pricing is somewhat expensive.
- I would like JIRA to tie in more easily with popular project management software.
JIRA Service Desk for the win
- JIRA Service Desk tracks the status our tickets are in.
- With JIRA Service Desk we can have some automated escalation.
- JIRA Service Desk has queues to easily see who may have too much work so we can load balance.
- I do not like how it processes incoming emails. The mail handler for the service desk compared to standard JIRA is lacking.
- Notifications are also difficult to control. It seems internal collaborators sometimes get "spammed".
- Attachments are also an issue. If a customer has a signature in their email you can end up with too many logos as attachments and there is no way to do a bulk delete without a paid add-on.
Stay Connected Progress Faster with JIRA!
- Made projects and tasks easier to track and organize
- Made workers more efficient by allowing to track them and assign a limited time
- Motivated stronger group work
- Spending extra time to create and follow s Jira project, not efficient for a single person task
JIRA - A User Review
- If you are planning to set up an Agile environment, try using JIRA. It works great, feels intuitive and is very easy to learn and get started with.
- It helps manage the nitty gritty details of issues, tickets, bugs and features throughout the application/product lifecycle.
JIRA is especially well suited to Agile environments, as it automates most of the aspects of an Agile environment really well!
If you are working with a very small team consisting of, say, three or four individuals, JIRA maybe an overkill.
Service Desk - All you really need to get started
- Integration with other atlassian products.
- Cost of use.
- Simple. Does what you need to get started.
- Very little time to set up.
- Low feature set compared to Zen Desk.
- UI is not as friendly as other competitors.
- Real-time reports helps a lot with giving precise status
- Integration facility and plugins availability
- Live chat and email integration also help with faster resolution
- Integration with other Atlassian products
- Can be well used for in-house solutions, not for the customers
- Search does not help much, searching algorithms needs improvement
- Reporting needs improvement
Complete, Concise and Full Fledged!
In the past company I was working for [and a few others as well] we had used Jira as our main tool for issuing new features, as well as bug tracking. We kept a Kanban board and a well aligned agile philosophy throughout the company so our tasks were in a very transparent manner being tracked and taken care of. Jira possesses a big set of very curated [and necessary] tools to aid our whole task management process.
Before Jira we had tested a couple of other tools that were supposed to take care of the same nature of tasks, they were all MIT opensource solutions, all too often falling short of a 'full fledged' task and team organization tool. Jira does that job greatly and in a very elegant manner. It took us only a couple of hours to separate our teams and provide our board of directors some very good reports all displayed in a straight-forward dashboard whereby they could easily evaluate our progress and figure out whether the company goals were being met or not.
Every department - although not every one used Scrum - used Jira for their own tasks and had their own way of keeping track of their tasks by using Jira in a very successful way.
- Issue tracking in a simple and direct manner. Anyone across the company can easily report a new bug and it gets directly delivered to the responsible team without any hassle.
- Multi-flavored: one can chose whether he/she is going to use Kanban, scrumboard, a simple ToDos board or whatever may best fit the team's organization.
- Dashboards: lots of good dashboards, both for directors and staff. One can have a simple way to access one's progress with an easy to customize dashboard page.
- Social-network like features whereby a feature or a bug can be further discussed by everyone involved in the given process and contribute with that in a more collaborative way.
- Not too easy to install. One can get easily distracted with its installation 'wizard' and end up configuring an embedded database instead of a proprietary one, as well as not setting another thing accordingly.
- It should accept Oauth for authentication. Sometimes we would like a customer to be part of the bug issuing process, without having to configure a user just for him/her. Perhaps if OAuth was accepted, then we could - in a user controlled/moderated setup - have our tasks being commented by users. They can give us a lot of good insights.
- Issue Work-Flow: sometimes an issue has a more generic nature. So, instead of having just written-to-stone classifications for the issues, one should also be able to rank it by tag, or something of the sort. Also, for deciding to have a certain bug closed, terminated, solved, it can sometimes get a little too gray to see whether a bug should be closed because it was solved or not. Perhaps a little more work on it could be of great benefit for anyone.
JIRA's Service Desk and how I like it
- Ticketing system for tracking work. Allows assignment of the tickets and detailed descriptions of what is requested. Allows comments to be added as needed.
- Dashboard of ALL tickets including 'Stale', 'PastDue', 'Unassigned', and 'DueThisWeek'. This is very helpful for an overview of what needs to be worked and what is being worked within the team.
- Filtering on my tickets only. I will say, though, that it was a bit of a challenge to set up these filters. But, once I had them in place, they work splendidly.
- I found setting up filters for my tickets tedious and not at all straight forward. I had to attempt to find the definition for other filters and then guess at what would be the right value for me to filter on 'My Open Issues' , 'My Closed Issues', and 'My Issues - All'. Maybe there was an easier way but I wasn't able to find it.
- I don't like that the activity shows in values of 'days' as opposed to an actual date and time. This part seems 'dumbed down' to me. I'd much rather see a date and time for 'Updated' rather than '6 days ago'. Maybe that's a preference that I can set but I haven't found it if it is.
- Onboarding of new business partners
- Customer success portal
- Easy editor
- Meticulous updates
- Stable tool
- Obscure user management
- Usability could improve with alt txts
- Skip the default update settings already
JIRA Service Desk: Young, but in charge.
- It organizes and prioritizes the plan of all the stakeholders of our teams.
- It manages and aligns project management and operations (Support - Ticketing) phases with the same application.
- It's easy to create a power customer portal that is smart and powerful.
- Provides great real-time KPIs, and informative Dashboards.
- If your an OnDemand user, its tough to perform config.
- Provide an Open set of tool.
- Being a product that is not that mature yet, modules that other companies provide are not present yet. I expect that to fade as the tool matures.
- There is no real easy way to create varying service levels for types of users.
- Access to data for detailed reporting. When using the cloud version there are a few crucial fields that you cannot query with the "Issues Search"
- Some of our Admins report that Automation triggers don't always work when they thought they would. Specifically around emails. it could be a training issue on our end.
A small company that is general self contained may not see a huge impact from this tool.
JIRA Service Desk better than the rest.
The teams love the customizable work queues that can be set with different service level agreements. The reporting the teams get from the service level agreements help set goals and improve turnaround times of work. Many of our teams rely on emails that go back and forth where information gets lost or becomes inaccessible when someone is out, and Service Desk helps simplify communication and builds transparency amongst teams/members.
- The best part about Service Desk is the simplicity and integration with JIRA. Anyone in our company has access to JIRA and JIRA Service Desk. Creating a ticket in JIRA can be complicated and Service Desk simplifies who it is for and what information is needed.
- Service Desk provides transparency amongst teams by adding requested participants and eliminating long email chains back and forth. Individuals can contribute comments and add attachments that are all centrally located.
- In Service Desk, service level agreements (SLAs) can be customized by ticket types and provide reporting based off the SLAs to set goals and expectations for turnarounds.
- Service Desk licensing is separate from the rest of JIRA's licensing so multiple licenses are required. Our company had purchased a large licence for JIRA and had to explore and figure out how much we could do with Service Desk before purchasing the next tier of Service Desk licenses.
- A service desk customer can accidentally create a ticket in the wrong Service Desk and cannot move the ticket to the proper location based off the permissions available to customers, collaborators, and sometimes agents depending on the JIRA project permissions.
- JIRA permissions and Service Desk permissions are separate permissions that must be managed separately. This makes administering JIRA and Service Desk permissions more complicated.
Jira Service Desk as a reliable tool to implement in any organization
- Not Developed yet: When doing a query with the "contain ~ operator", you cannot filter by "email address" (e.g. I need to know how many tickets have been received from users with specific email address). I had to find a workaround to this issue.
- Restricted in JIRA Cloud: When in the Requests Types, you are not allowed to create two fields of the same type.
- The main strength of JIRA Service Desk is that it is really straightforward for the customers to use it to create and review the status of the tickets they raise.
- It also facilitates the communication between client and the support team.
- JIRA Workflows allows the IT Staff to easily check the and control the status of the business process.
- Although JQL is a JIRA specific query language tool it is really easy to work with it.
- JQL doesn't allow some types of queries related to specific operators (contain operator (~) doesn't allow to query an email address)