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Jira Service Desk is a versatile ticketing system that has become the primary solution for managing requests and communication within our …
Jira Service ManagementFormerly Jira Service Desk
Starting at $0 per month
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What is Jira Service Management?
Jira Service Management (formerly Jira Service Desk, now including features from the former Mindville Insight, acquired by Atlassian in June 2020) is a service desk software that is purpose-built for IT, service, and support teams. The software provides everything IT…
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Popular Features
- Organize and prioritize service tickets (74)8.383%
- Service-level management (67)8.282%
- Change requests repository (63)7.373%
- Self-service tools (68)7.272%
Reviewer Pros & Cons
Pricing
Free
$0
Cloud
per month
Standard
$20
Cloud
per agent/per month
Premium
$40
Cloud
per agent/per month
Entry-level set up fee?
- No setup fee
For the latest information on pricing, visithttps://www.atlassian.com/software/jira…
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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What is Jira Service Management?
Jira Service Management (formerly Jira Service Desk, now including features from the former Mindville Insight, acquired by Atlassian in June 2020) is a service desk software that is purpose-built for IT, service, and support teams. The software provides everything IT and support teams need out-of-the-box for service request, incident, problem and change management. Jira Service Management integrates seamlessly with Jira Software so that IT and development teams can work better together. Users can connect service desk tickets to Jira Software issues and get to the root cause of problems before they escalate.
Jira Service Management Features
Incident and problem management Features
- Supported: Organize and prioritize service tickets
- Supported: Self-service tools
- Supported: ITSM collaboration and documentation
- Supported: ITSM reports and dashboards
Change management Features
- Supported: Change requests repository
- Supported: Service-level management
Additional Features
- Supported: Custom reporting
- Supported: Self-service Help Center
- Supported: Automation rules
- Supported: ITIL-certified
- Supported: Email support
- Supported: Pre-built workflows
- Supported: SLA's
- Supported: CSAT reporting
- Supported: Asset management integration
Jira Service Management Screenshots
Jira Service Management Competitors
Jira Service Management Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS, Android |
| Supported Languages | English, French, Spanish, German, Portuguese (Brazil), Portuguese (Portugal), Russian, Korean, Japanese, Norwegian, Polish, Chinese, Czech, Danish, Dutch, Estonian, Finnish, Hungarian, Icelandic, Romanian, Slovak, Swedish, Vietnamese |
Frequently Asked Questions
ServiceNow IT Service Management, Cherwell Service Management, and Freshdesk are common alternatives for Jira Service Management.
Reviewers rate Organize and prioritize service tickets highest, with a score of 8.3.
The most common users of Jira Service Management are from Mid-sized Companies (51-1,000 employees).
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Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Pros
- Cons
- Recommendations
Jira Service Desk is a versatile ticketing system that has become the primary solution for managing requests and communication within our organization. It effectively addresses the challenge of handling a large volume of requests and provides a centralized platform for storing and accessing information. Users have found it valuable due to its customizable nature, allowing it to adapt to the specific needs of different departments.
With Jira Service Desk, multiple departments across the organization, such as Client Service, Financial Service, and Tech Engineering, efficiently handle ticketing and tracking tasks. It replaces legacy tools with limited reporting capabilities, facilitating improved processes and workflows. The user-friendly interface makes it easy for both technical and non-technical individuals to navigate and utilize the system effectively.
Jira Service Desk streamlines communication by providing users with an intuitive platform to view and update their tickets easily. It improves transparency among teams by tracking SLA metrics, utilization, incidents, trends, and other key performance indicators. Additionally, Jira Service Desk serves as a documentation tool for projects, enabling the tracking of incoming issues or requests.
By utilizing Jira Service Desk, organizations can streamline internal and external requests and complaints while reducing resolution time. Its efficient helpdesk ticketing system simplifies collaboration between teams and departments. With its customizable workflows and integration with other software tools, Jira enables teams to manage workloads, pre-plan tasks, track progress, assign tickets to team members, and ensure efficient delivery.
Overall, Jira Service Desk is widely used across organizations to improve efficiency in various departments such as IT support, HR, Accounting, Marketing, Sales, and Service Delivery. Its flexibility in customizing workflows allows teams of any size to configure the system according to their specific needs while providing a central location for issue tracking and project management.
Sufficient Communication and Accountability Features: Users have appreciated the tool's sufficient communication and accountability features, which have prevented replication of tasks and decisions. This has eliminated the need to constantly bother the project lead for updates and allowed for easy tracking of completed tasks and discussions.
Versatile Task Management Options: Many users have found the task management options in the tool to be versatile and suitable for a variety of use cases. This feature helps in keeping everyone accountable and ensuring that tasks are completed on time.
Usefulness of BigPicture - Gantt Feature: The BigPicture - Gantt feature has been highly praised by users as it allows them to break down large projects, track multiple phases, and identify where most of their time is spent.
Complicated User Interface: Many users have found the user interface of JIRA Service Management to be complicated, not intuitive, and difficult to navigate. Some users have experienced difficulty in understanding and utilizing certain features of JIRA Service Management, even after using it for an extended period.
Steep Learning Curve: Several reviewers have mentioned a steep learning curve associated with JIRA Service Management. They have expressed that it takes significant time and effort to understand and set up workflows, requiring dedicated administrators which adds to the cost and overhead.
Limited Customization Options: Users have reported limited customization options for the customer portal in JIRA Service Management. This limitation makes it difficult for organizations to meet specific branding and design requirements.
Users have made several recommendations based on their experiences with JIRA. The most common recommendations include considering using JIRA if already using other Atlassian products, trying a free trial or demo before implementing JIRA, and using JIRA for issue tracking and project management.
Many users suggest that if you are already using other Atlassian products, such as Confluence or Bitbucket, it would be beneficial to add JIRA to your toolkit. This recommendation is attributed to users who appreciate the seamless integration between these products.
Users highly recommend taking advantage of the free trial or demo offered by JIRA before committing to its implementation. By doing so, one can get a feel for the product's features and functionalities, helping to determine if it meets their specific needs.
Several users have endorsed JIRA for its capabilities in issue tracking and project management. They mention that JIRA helps them track work, improve team efficiency, monitor tasks, and enhance client visibility. This recommendation is often associated with users who find value in managing Agile workflows and appreciate JIRA's affordability.
It's important to note that while there are many positive recommendations for JIRA, some users have also mentioned potential drawbacks such as the initial learning curve and complexity of configuration. Therefore, it is crucial to evaluate these recommendations in light of your specific requirements and context.
Attribute Ratings
Reviews
(1-10 of 10)Companies can't remove reviews or game the system. Here's why
July 16, 2021
IT Issues Goodbye!
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 have your problem examined and fixed thoroughly. It is used across the entire organization for anything Tech Desk related. It plays well with our existing programs and streamlines the ticketing process into something that everyone can use, with a very minimal learning curve. It works with Okta, so we can have our issues sent with a couple clicks of the mouse.
- IT issues
- Computer help
- Internal problems
- Quick fixes
- Troubleshooting
- Better UI
- Progress meter
- Cross talk
March 16, 2020
Jira
Score 6 out of 10
Vetted Review
Verified User
We use Jira to track incidents and service desk tickets. We also use it for an inventory database.
- 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.
January 23, 2020
Modern simple service desk sofware that anybody can use
Jira Service Desk has been for years implemented by various client companies, bringing transparency into and improving the manageability of internal and external client's requests and complaints. It has also been part of several software development projects. The main benefit aside from greater transparency and order, is a significant shortening of resolution time off requests, positively impacting user/customer experience. Also, in the SW development area, the positive impacts comprise saving a LOT of time of developers, testers, etc. and allowing them to focus on their core activities.
- 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.
January 19, 2020
Jira is awesome for tickets and collaboration!
Our organization uses Jira Service Desk for issue and request tracking across all departments. The software allows us to centrally manage support, development, and request tickets easily and with minimal confusion. By having a straightforward interface and integrations with other pieces of software, information rarely falls through the cracks, and we feel confident that a strong record is being kept.
- Simple to create and keep track of tickets
- Allows easy collaboration between team members
- Learning curve can be steep for some advanced features
January 13, 2020
Great tool for tickets management
We use Jira Service Desk to track technical issue tickets as well as some brand requests for website changes. It is a great tool to keep all the correspondence in one place and track the progress of the project/ticket. Jira Service Desk is very intuitive and does not take long to master by both technical and non-technical people, thus providing a great management tool.
- 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.
December 17, 2019
Jira: Great Service Desk Tool
I was asked to help implement Jira Service Desk for one of my clients that would be used through the entire organization. It was used to resolve any help desk issues that their employees had. It made it easy for them to submit a ticket and track the progress of it. It also made it easy for the IT team to review and delegate the ticket to get it resolved in a timely manner.
- User Friendly Customer Portal
- Easy to track tickets
- Learning Curve
- Price
October 25, 2019
Take control of your tasks and projects with Jira
JIRA is being used by our whole organization that spans multiple departments and teams. Tasks or issues that span multiple departments or teams are easily managed by JIRA since the people involved can view updates, make comments or upload files and everyone involved will receive a notification of the update. JIRA has helped us organize tasks into projects based on departments or teams which give the ability to search and locate task effortlessly. JIRA allows us to assign and reassign the tasks so we know who needs to address the task next.
- Enables you to know who needs to work on the task by allowing you to reassign it to people.
- Notifies you about updates that happen on a task.
- You can build templates for certain task that occur often.
- Allow you to estimate work time on a task and then input how much time the task really took and then evaluate the difference to get a better idea for future tasks.
- Doesn't allow the ability to close multiple tickets at a time.
- The way they name parts of the project (i.e. epic, story, sprint). Sometimes it can get confusing to how they work together. There is definitely a learning curve.
October 24, 2019
Excellent workflow management capabilities
We use Jira as a production management tool for the development of learning products, such as e-learning modules. This tool allows us to design a production workflow for individual products that allow our teams to self-manage the work and communicate right on ticket relating to the product being developed. Additionally, we will have kanban boards showing which stage each product is in which allows developers to work on multiple products at once. By leveraging Jira in this way, we are able to manage a higher volume of development work at a faster pace.
- Manageable workflow to ensure all users follow the same process.
- Can ban boards for easy visual of ticket status.
- Very flexible tool that can adapt to lots of different uses outside of the traditional service desk model.
- Added communication tools help you get out of e-mail jail.
- Navigating through issues outside of a kan ban board can be confusing and task heavy.
- It's easy to clutter up the tool. It could use some easy clean up capabilities.
- User interface is decent, but could use work to make it more intuitive.
December 13, 2017
JIRA Service Desk - Great OOTB, Better after customizing
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.
November 02, 2016
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.