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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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- 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 Enterprises (1,001+ 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
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May 05, 2022
Modern and Easy to collaborate ITSM tool
Jira Service Management helps manage multiple teams to collaborate and work together efficiently. The UI is very straight forward and a customizable tool to manage the requests and SLA's. It's cost may be high compared to its competitors although it has customized pricing plans based on the implementation scale. It's automated ticket routing facility stands out.
- Integration options
- Automated routing of tickets
- User Experience
- Reports Section - Need to have more customizable fields
- Pricing
- Performance is slow (sometimes)
March 18, 2022
A Great Way to Manage your Tickets
Score 8 out of 10
Vetted Review
Verified User
I worked with Jira Service Management (Jira Service Desk) in different companies. It's very powerful in terms of use cases. It is great to be able to have multiple entries for service desk queues. It is very flexible and allows you to have different entries and queues for partners, customers, users, etc to request actions. Those entries and queues can support different types of requests like for example product changes, product feedback, issues, bugs, operational requests, ... Also, the whole request / issue lifetime is very well tracked and manageable, especially if you are using Jira as your product development platform. The good side is how flexible it is, how many different options in the workflows can be configured when you have different needs and different entry points. The negative side is how much work and knowledge are needed to manage this, if you only need simple workflows, it might be a bit complex tool for your needs.
- Integration with many of the most common tools companies are using (Slack, MS Teams, Salesforce, ... etc)
- Natural workflow with Jira (as product development / project management tool) which makes the full fix and follow up of the tickets / issues very easy to follow
- Allow multiple different entry points and work flows for as many different needs your teams / company have
- Simplicity in configuration for simple use cases / work flows
- Out of box reports
We use Jira Service Desk as a corporate service desk. All issues within our company are submitted through the service desk portal and are then triaged to the specific groups that can help with the issue. We have set up multiple service desks for each specific group that are managed by the small teams in our department and that seems to work great.
- Customizability.
- Reporting.
- Easy to use for users.
- It's a little difficult in terms configuration- you should have someone dedicated to administration.
- For as customizable as it is, there are some things you can't change. These small issues that don't really effect an individual ticket too much, but when you are dealing with dozens and dozens of tickets a day, small granular things add up.
- A suggestion for improvement would be to allow a hotkey entry for quickly submitting a comment. You can do that for an internal comment (not seen by the user), but not for a public comment.
October 13, 2021
Jira helps keep your team organized
We use Jira to set up service tickets in the IT department and track inbound calls and requests. Field personnel are also able to open Jira tickets directly in order to request assistance or notify the help desk of issues. We also use Jira to keep track of large projects (equipment rollouts, network upgrades, among others).
- Allows field personnel to create their own tickets without having to call in to the help desk
- Allows us to easily send updates to requesting parties.
- Easy to transfer ownership of the ticket to other staff.
- Easy to use with other Atlassian products.
- The search function is REALLY bad! We had to come up with a formulaic filter to search by a certain field and if that field is not filled out on a ticket, it doesn't find it.
- You have to completely enter a ticket before you close the ticket, even if you resolve the issue right away.
- The entry process is tedious so it is hard to enter information on a ticket while you are talking to a customer on the phone.
- No Integrated Knowledge base
- No customer access through social media channels
- No on-the-fly field changes allowed by staff
October 05, 2020
JIRA: The tool for immediate support
Score 10 out of 10
Vetted Review
Verified User
JIRA is being used by our department. We are using JIRA in creating an ESUP ticket linking to a PR ticket created by our clients (projects) in JIRA customer portal. We use JIRA as our documentation or ticketing tool and tracker for every project we are making. We are receiving incoming issues or requests through JIRA.
- You can create your own Dashboard and filters using JIRA.
- You can link multiple related tickets to JIRA.
- JIRA has its own customer portal so you can easily see the PR tickets created offline and can address it ASAP.
- Sometimes JIRA is slow to load.
- JIRA doesn't work well in IE.
- I can't think of any other area for improvement to be honest. JIRA works as designed.
February 26, 2020
Great tool for project management and task-tracking
We currently use Jira to help keep track of projects and their progress up until completion/rollout to production. Jira Service Desk is currently used by a couple of our departments mainly Applications Admins (my team) and Project Management and App Dev teams. This tool helps increase visibility into the tasks involved in completing a project so that all teams can see where we are in terms of progress.
- Big Gantt chart on the dashboard lets you see a project's status, tasks, and progress easily. Dashboards are easily customizable with lots of options.
- Very easy to create service request templates and modify existing built-in templates to fit your needs.
- Not a lot of online help available to get going
- Needs Confluence (additional cost) to be able to add a knowledge base
We started using Jira Service Desk mostly for equipment purchasing requests, but since then, it's grown to be a key mechanism in how our team members ask for support between teams and departments. We have service desks for IT, HR, Accounting, Marketing, Sales, and Service Delivery work requests now. It's become an integral part of how we initiate and track work to completion.
- Easy Requests for Work
- Streamlined progress updates and requests for more information.
- Creating new Request Types is time-consuming and usually requires expert intervention from our IT team for everybody's desk instances.
- When work items are incomplete for long periods, nothing triggers extra alerts or notifications to management without them polling for it.
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.
December 17, 2019
Jira Service Desk Review
We use Jira Service Desk in two departments: CS Client services and DevOps IT. This enables technicians and developers to add and track support issues internally (IT DevOps ) and external Client Services usage. Either way the seamless integration with products like Bamboo, for development life-cycles, and Confluence for a portal and Wiki, makes this a good fit for our organizational needs.
- Easy setup
- Tight integration
- Need more wizards
- Proxy setup for multiple sites on same box
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 25, 2019
Easy to use and highly customizable
We use JIRA across our organization for ticket tracking. There are multiple teams who use it in addition to us. I have also used JIRA at past companies to track change management and overall projects. JIRA solves the problem of keeping track of work that needs to be done instead of trying to keep a checklist or email requests.
- Linking of tickets - Keep related tickets tied together to review later.
- Tracking of projects - In addition to linked tickets, they can also be associated with an overall larger project.
- General service requests - Easy to use system for day-to-day work tasks.
- Administration can be tedious.
- "Overly" customizable which can lead to problems with too many issue types.
- Pulling data into dashboards can be difficult due to how unforgiving the specified parameters can be.
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.
October 24, 2019
My Jira Service Desk Review - Great Software!
It is being used by several depths across the company. It is being used to handle requests, from either internal or from external places. It is needed to organize the incoming requests and workload. Each business unit uses it to fit their own workflow, and customized it to meet their needs. Since each unit has its own business process they each use the it slightly different, but the overall use is general the same.
- It has all your requests/ tickets organized well.
- its very easy to setup or change the workflow of each request.
- it takes minimal training for users to learn how to use the program.
- Dashboards can be easily created and updated when needed.
- The ability to searches and see old requests is every easy.
- The ability to easily modify the email notifications per user, a user can get a ton of notifications for a single request
- They need to figure out a way when requests are opened by email that need to go to multiple departments
- There needs to be an easier way to transfer and notify other departments when a request is being transferred over
- A lot of of the backend setup for filters and dashboards take some time to learn how to do it properly
October 24, 2019
Good product for tech-heavy teams
We are a growth-stage startup and have been using Jira since the beginning of time. We first started using it for the engineering team's sake when we got to a point where we needed to plan, organize and figure out different epics and stories. We then expended Jira use to our product team.
- Plenty of use cases within one organization.
- Customizable.
- Most engineers are familiar with it.
- Tough to figure out and navigate for non-engineers.
- Difficulty changing the language in certain fields.
- Not intuitive.
August 12, 2019
JIRA Rules!
We use Jira Service Desk to manage all of our IT tickets as well as our IT contracts. It does a great job of keeping everything in one place. We also chose to utilize this as our inventory tracking system and it is working well in that regard as well. It was a little tricky to set up but once you get it working how like it just works.
- It does a great job of tracking our assets
- Users are able to submit IT tickets easily
- We manage all our IT related contracts in it
- It is tricky to configure custom fields
- Getting the workflows working right in the beginning was a little challenging
- It is a little expensive
July 17, 2019
Solid Project Tracking Software
- Used across the whole organization.
- Project Requirements repository - agile/waterfall.
- QA tracking during test case resolution.
- Process improvement.
- Keeps track of all activities related to the project in question.
- Documentation of Requirements - serves as the go-to source for all requirements created as a result of the SDS (System Design Specifications) review and sign-off.
- Process improvement - We used to revamp failing processes and centrally locate all BAU (business as usual) developments tickets through JIRA.
- Bug tracking - Great source for defect tracking and resolution.
- Historical repository - we use as a historical reference and document location for all projects.
- Add-ons - Some things I think should be easier to find and possibly more documentation.
- Traceability linkage - JIRA has a hierarchy - EPIC/Story/Bugs etc. - They should automatically be linked one to the other once users attach for example a bug to a story - I.E. Cannot close the story until the bug has been resolved.
- Better linkage to MS office tools - I.E> MS Project/Excel - I find it tricky to drop excel file into JIRA.
May 30, 2019
JIRA Service Desk
Score 10 out of 10
Vetted Review
Verified User
We put Jira tasks as discussion items on the follow-up decisions and actions-up Issues, which are fielded up by the meeting members concerned and discussed in the meeting. Teams use Portfolio for Jira to effectively plan by creating reliable forecasts, staying informed with realistic schedules, and effectively troubleshooting and managing releases in an ever-changing environment.
- Polished user experience
- Unlimited Custom Fields
- Bugs and defect Management
- I spend most of my working day in the agile boards! So easy to use and endlessly configurable. I can't fault it
- It provides all of the collaborative tools we need to manage our work and maintain documentation for future reference
- Hard to setup
- Too many features
- Difficult to use
JIRA Service Desk (JSD) is being used by our organization as our primary ticketing system. IT, HR and other centralized company departments use this software as a means to communicate between and users and the support staff. It solves the business problem of keeping track of a large multitude of requests and efficiently storing and keeping track of information that can be pulled up in seconds whenever the need arises. Its ability to be customized to our specific needs makes it a truly valuable tool for our organization.
- Highly configurable Notification Scheme, allowing free customization on who receives notifications and when
- Ability to add extra features through the highly diverse Atlassian Marketplace.
- Simple and highly customizable ticket interface. The Software can be almost completely branded in every aspect to represent your organization.
- Integration with JIRA Software allows support tickets to be moved into other Log Term projects as necessary.
- Ability to control the number of email notifications received (Note: this is a new feature in the Latest release but I personally haven not extensively looked at it and how well it solves the existing problem).
- No way to reply to multiple tickets at once, say you got 4 tickets in for the same issue, there is no way you can reply to them in one stroke. Other Ticketing systems do have this ability.
- Using a large number of add-ons to customize and add additional features adds up quickly and can become rather expensive.
- Request forms are very basic and there is no native dynamic field ability available.
April 24, 2019
Jira Service Desk is a great option for a small/medium sized business for many reasons.
JIRA Service Desk is being utilized by a segment of our company for helpdesk tickets and project boards. I am currently rebuilding a new platform from scratch to support the entire company, including Confluence. The goal is to have a central location for issues and requests rather than multiple points (instant messaging, email, Salesforce, and notepads). Tying it in with Confluence gives us the ability to allow employees to solve the issues themselves and hopefully cut down on submitted tickets.
- When typing up a summary for an issue, the suggestions from Confluence are excellent!
- Setting up ticket queues for agents is easy and can be filtered based on rules written in JQL (or using the basic rule picker). I am able to set up queues specifically for whatever rules I want -- for instance, critical tickets that are 30 minutes away from the "time to resolution."
- Search and filter features are nice because you can build and save a filter, grant access to that filter to any users/groups you want, and even subscribe yourself or others to that filter to be notified via email on a schedule.
- Some of the built-in functions and workflows are surprisingly limited given the fact that you can customize a lot with JQL. These limited areas do not allow you to use JQL. For instance, the built-in notifications are lacking. They have one that is great-- "notify on critical ticket creation"-- EXCEPT that it does not allow you to notify a group or anything, only individual users.
- The ticket interface is a little odd for agents. Changing the status is not a simple drop down from unassigned to open to in progress to pending, etc. There are a couple of tabs ("investigate", "pending", "workflow") where you can change the status in different ways. Maybe I am just not used to this way of doing it, but I feel like it could be simplified.
- It can get complicated deleting/changing some of the out-of-the-box fields and rules, because you never know what will break workflows or other automated/built-in features.
We added Confluence to Jira Service Desk which made automated knowledge base suggestions so easy for our customers to look at, and use if they can, as well as reduced our ticket count dearly. They also helped in having a better utilization of the current knowledge base and help trigger making newer documents to enable self-service with the users. Since the user base grew, this was eventually replaced with Service Now.
- Great use of knowledge base.
- Interactive with the customers to create tickets and shows better suggestions with the existing KEBD.
- Helped automate a lot of tasks which were similar or repetitive.
- Would throw out errors a lot and needed support to come in and fix the infrastructure.
- Knowledge base handling was poor at times and queries would get lost in translation.
- User's complaints with Jira increased for having the ability to navigate a few times which became frustrating.
November 12, 2018
JIRA - the game changer!
Score 8 out of 10
Vetted Review
Verified User
Jira is being used by multiple departments across my organization (Client Service, Financial Service, Tech Engineering, etc). Previously, my company was using a tool (designed in-house) to intake, prioritize, and track tickets submitted for development (maintenance, bugs, enhancements). The downside of this legacy technology was mainly reporting capabilities. We were unable to do a proper post-mortem in order to determine what areas of the overall process could be improved (if deadlines were not met).
- allows multiple users to collaborate on the same project with ease.
- offers multiple reporting options to track tickets.
- automated emails relating to updates - users are always notified when they need to take action on a particular task.
- Jira does not seem to like IE. It is much quicker on Chrome.
- Can be overwhelming for a new user. Training resources are somewhat limited.
- I wish there was a way to set rules behind automated emails. Example: only send emails when status or assignee has changed.
August 17, 2018
JIRA for your Project... Good or Bad?
We use JIRA in our project to keep track of individuals' work, as well as to collaborate all the tasks and documents at one place. We use its Confluence integration feature to keep all the documents present in Confluence available to all. We simultaneously keep track of all tasks using JIRA. We track which tasks are completed, which are pending, and how much effort is required to complete them.
- Documentation is reduced, because we do not need to maintain Excel sheets to keep track of all the tasks. The service desk allows us to do that with minimal documentation.
- Taking an example of a defect that comes up during testing, this defect can also be raised here and its progress can be monitored by the developer, the tester, as well as all the participants involved. This makes it the single point where everything in the project is tracked.
- All the updates in the task assigned to a person are received via mail and there is no need to check the portal again and again, which surely saves time.
- The portal can be a bit difficult to understand at the start. Because there are too many features. So there is a chance that if the UI were improved, this would be made a bit simpler. The user could understand better and more quickly, improving the efficiency of the tool.
- Although the tool is really powerful right now, it could be made a bit more automatic. That is, it could help the user in some basic tasks like creating categories of tasks and automatically, adding some sub tasks, and logging some work which would be editable by user. But giving the user something to start with would save a lot of time.
- Also there should be a weekly alert showing the hours logged into the portal, which can help the user track his work, how much he has logged in. So that one can log accordingly.
July 31, 2018
Great Service Desk
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
April 12, 2018
Jira Service Desk Review
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
February 08, 2018
Best Project Management Software with great integration
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.