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Jira Service Management

Jira Service Management
Formerly 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…

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Recent Reviews

TrustRadius Insights

Jira Service Desk is a versatile ticketing system that has become the primary solution for managing requests and communication within our …
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Beware JIRA ITSM pricing increase.

1 out of 10
December 13, 2023
We were using for helpdesk and some other use cases. It is ok but not great. The pricing listed above is outdated - and we will exit JIRA …
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IT Issues Goodbye!

10 out of 10
July 16, 2021
Incentivized
Jira Service Desk is leveraged by my company for IT ticketing purposes. Jira Service Desk makes it very easy to submit a ticket to IT and …
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Jira

6 out of 10
March 16, 2020
We use Jira to track incidents and service desk tickets. We also use it for an inventory database.
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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

View all 13 features
  • Organize and prioritize service tickets (74)
    8.3
    83%
  • Service-level management (67)
    8.2
    82%
  • Change requests repository (63)
    7.3
    73%
  • Self-service tools (68)
    7.2
    72%

Reviewer Pros & Cons

View all pros & cons
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Pricing

View all 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
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.2
Avg 8.2

ITSM asset management

Managing all IT assets and enforcing policy rules

10
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

7.3
Avg 8.4
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Product Details

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

Screenshot of Drive IT best practices with ITIL-ready templates. Get everything your IT teams need out of the box for service request, incident, problem, and change management.Screenshot of Get an ITIL certified service desk. Everything your IT teams need out-of-the-box for service request, incident, problem, and change management. Jira Service Desk is PinkVERIFYâ„¢ certified.Screenshot of Deliver a better service experience. Customers or employees can submit requests with an easy-to-use help center and add Confluence to Jira Service Desk to get an integrated knowledge base. Machine learning intelligently recommends the right service and learns from every interaction, so answers are easy to find.Screenshot of Stay in the loop with developers. y linking Jira Service Desk with Jira Software, IT and developer teams can collaborate on one platform to fix incidents faster and push changes with confidence.Screenshot of Deliver on SLA's. Nail your Service Level Agreements, every time. Your agents get a simple queue so they get the important things done first. Configure and get going in minutes.Screenshot of Automate those repetitive tasks. Is your team stuck in gear with repetitive tasks or missing priority requests? Setup automations so your agents can focus on solving the important stuff and help lighten the workload.Screenshot of Gain complete control over your assets. Connect your favorite asset management tool to reference, track, and tie requests with assets directly from Jira Service Desk. Provide end-to-end service with just a few clicks.

Jira Service Management Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported LanguagesEnglish, 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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Comparisons

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Reviews and Ratings

(626)

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!

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)
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July 31, 2018

Great Service Desk

Andrew Vawdrey | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Taylor Campbell | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
Rene Enriquez | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
March 07, 2018

House of Organization

Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
JIRA Service Desk is used for all of our activities. Each activity is a task, therefore we can easily generate our timesheet using JIRA Time Sheet and with that give cost and time information to affected parties i.e. management, customers but also to every user himself.

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!)
I've been using JIRA and JIRA Service Desk for the last 6 years thru various companies and I'd use it in any other as well. It can be easily customized to any company's needs. Its license costs are cheap. There is zero to no training required.

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.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
As a product manager, it helps me plan the next tasks the dev team will have to assess and work on. As a team, we have a better idea of the structure of each project (epic, story, sub-task). It also helps our QA guy a lot since he is more aware of what's ready for testing and what's not. He can associate bugs with some issues and then send it back to the dev team. We also have more visibility on what's ready to put in production. So as a whole, JIRA helps us organize our dev task workflow and makes us more efficient.
  • 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.
It solves the need to assign work to QA, report defects with screen-shots, assign to a dev and set a status according to our workflow. It solves the need for me to see what's on my plate currently and what might be coming my way. It solves the need to report on tickets by state and user.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
JIRA Service Desk was used to try and bring together information from all our ongoing projects into one place. We kept track of issues and features in progress for our projects, and we used the Kanban boards to plan work for each of our sprints. It was only used by my team, with the hope that others in the organization would try it and decide to use it as well.
  • 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)
JIRA Service Desk is good for someone looking for a tool to collect and track project issues and planned features. It works well with teams and is very configurable. It's not great for someone looking for a simple Kanban board or for those not willing to take the time to get it set up and customized appropriately.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Our intake team would not be able to survive without JIRA Service Desk. We direct all employees to the platform with any technical issue they have, and it keeps all of the requests organized and streamlined. We really like the collaboration functionality since we often have multiple people working on the same ticket, and being able to upload files and screenshots of the user experience makes working through the requisitions a million times more efficient.
  • 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
Easy communication with the customer. Workflows to track the status of Issues. Automation tools are powerful
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We use it across the whole organization for tracking issues and planning tasks on development projects. It shows areas that need work and allows us to track progress on the projects and the issues within them to produce reports for management on the progress. It is easy to create dashboards to highlight the immediate needs of the project and filter out those issues that can wait until a later time.
  • 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.
Well suited for teams working on large projects where you need to track issues and development and respond to problems that have arisen with end users. Overkill for very small projects or teams where you do not need such an extensive package to manage the issues and tasks on the projector within the team and would benefit from a more lightweight solution.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
JIRA Service Desk is currently being used for all IT related requests or issues via email which automatically creates a ticket for the IT department. Service Desk is very reliable at creating appropriate channels between end users and the IT department. It allows for automatic creation of IT or other department tickets via email and able to use simple or complex scripting to handle the different kinds of emails. JIRA also supports a large number of extensions through plugins.

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.
If you're looking for a ticketing system that can work very well with other systems for business needs, JIRA's software suite is the best way to go. It can do a bit more than most other ticketing systems. It does what it has to do, and can be a huge improvement to the way issues and requests get completed.

The licensing can be expensive however there is much value when compared to other licensed ticketing systems.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
My department uses JIRA to manage website issues and web development projects. The entire organization can submit requests to my department via JIRA.
  • 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 does a great job tracking project tasks, request, and issues, especially for web development. It is less suited for full project management.
Bobbejo Kohler | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We have 3 different services desks and 2 of the 3 have moved to JIRA Service Desk. JIRA Service Desk allows for tracked collaboration and better SLAs.
  • 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.
JIRA Service Desk is well suited for any client facing service desk. If you are running an internal help desk you may be able to just use JIRA Software.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Jira Service Desk is used by our company's developers and programmers. We use JIRA to assign tasks and track the progress of other employees with their tasks. With this everyone can see who is assigned to what and who needs to do which part of the project. No more emailing back and forth, but adding the info into the JIRA project so everyone who is assigned or tagged can see and participate.
  • 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 Service Desk is very suited if a department in your company is working on a project such as designing the company's website to every single detail. For this project many workers' different tasks will be assigned through one JIRA project, everyone will be able to track each other's progress and update each. When using JIRA bosses will want workers to put all their [notes] in there which is an advantage for a group work, but when it is a small task that is meant for a single person creating Jira project makes things inefficient.

Ankit Khettry | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
JIRA is a must if you are working in a team - big or small. I've had a great experience using JIRA as an issue-tracking platform, it has helped me and my team manage and track all kinds of issues, bugs, new features, etc. It feels simple and intuitive to use and has a great, user friendly UI.
  • 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.
  • Atlassian has done a great job with building JIRA. I couldnt come across a single JIRA feature that could have been better developed.
JIRA is very useful and very well suited if you are working with a medium/large team.

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.
Rowan Hughes | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Jira Service desk is being used as a help desk and issue tracker for issues that my clients come across.
  • 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.
My team uses Jira for internal and external projects, JIRA Help Desk made it seamless to include bugs found by customers.
Milan Shah | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We are using it to manage our internal tickets for cross teams from enhancement to defects. Implementing it helped us get a resolution faster, and eventually improved SLA compliance. Management and routing were optimal and history helped us with accountability.
  • 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
If you have multiple teams on a large project this can be very useful for managing service requests between teams. This is strongly recommended for projects already leveraging other Atlassian products like Jira and Confluence.
Claudio Fernando Maciel | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized

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.
Software development teams, testing [teams], product owners as well as many project focused departments/companies will find Jira to be if not the best, at least one of the best tools for progress tracking and task issuing. The exception I'd say would be for certain projects that require a minimum of specification or duration. Jira can get too bureaucratic and it can get on the way of the team when it comes down to productiveness. Projects that need any sort of organization will find Jira the ideal tool.
Sheila Champion | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
My work with JIRA is utilizing its functionality as a help desk system. Others also use the planning functionality in JIRA. I am assigned JIRA tickets which describe various types of requests from users. I, also, create JIRA tickets to track any work that I do and assign them to myself. It's very handy to be able to go back to any of my closed tickets if I need to find information on some tasks that I have performed in the past.
  • 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.
Nothing specific that comes to mind.
Robert Koch | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
JIRA Service Desk is being used for:

  • 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
Quick setup suits a fast paced environment such as our business. The version we use is for onboarding business partners. For this reason we want the platform to have our branded look and feel. Unfortunately, branding options are very limited.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
It's used internally for developers, QA and BAs during testing phases to help with issues on a network scale (not Code). For UAT it is opened to our customers. We also had it open to our 3rd party developers as a general knowledge base, but also as a system to report issues. It was a good platform for our third party developers to get answers for their initial questions. It freed up out technical staff from answering 1st level support issues.
  • 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.
I would say it is very suitable if you have a large 3rd party development pool that use your APIs. It provides a quick reference to Requirements and tech specs, as well as great and easy 1st level support which is a gain for your organization. Its good as an internal product as well if there are many silo'd teams across a geographic distance.

A small company that is general self contained may not see a huge impact from this tool.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We have a current implementation of JIRA Service Desk 2.5.4 being utilized by four teams in our organization. We recently purchased an unlimited licence for Service Desk to expand Service Desk to more of our teams and departments. We are using it for teams that need to submit work items to other teams who do not need to know how to use the rest of JIRA's ticketing abilities. Our software development office loves all the functionality that JIRA provides, but most of it is very technical and intimidating for the rest of the company. That is where we use Service Desk with its clean interface and simple application. Employees can submit tickets on issues they experience, permissions for access, changes to internal systems, and submit updates of work items.

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.
I feel that if a full ticketing system is needed, then I would recommend using JIRA. If there are time sensitive tickets where the creator of the ticket is not very technical, then JIRA Service Desk is more suitable.
Dayron Torres | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Incentivized
JIRA Service Desk is intended to be used in my organization as the main Help Desk Ticketing tool. During the process of implementation we faced some issues mainly because some specific functionalities were not developed yet or because in JIRA Cloud they are restricted. For example:

  1. 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.
  2. 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)
JIRA Service Desk is appropriate in every scenario because as a ticketing tool it should be mainly addressed to clients and this is one of its strengths - the ease of use by a client.
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