TrustRadius Insights
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
View PricingOverview
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…
Recent Reviews
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Organize and prioritize service tickets (74)8.383%
- Service-level management (67)8.282%
- Change requests repository (63)7.373%
- Self-service tools (68)7.272%
Reviewer Pros & Cons
Pricing
Free
$0
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
Features
Return to navigation
Product Details
- About
- Competitors
- Tech Details
- FAQs
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).
Comparisons
Compare with
Reviews and Ratings
(623)
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
(1-25 of 56)Companies can't remove reviews or game the system. Here's why
December 13, 2023
Beware JIRA ITSM pricing increase.
Score 1 out of 10
Vetted Review
Verified User
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 entirely soon because the standard version has ceased to be usable for anything other than very simple use cases. Atlassian have imposed a 5000 automation cap irrespective of user count in the standard plan.
- Nothing. It's average.
- Pricing is a rip off.
- UX is ordinary.
- Support is average.
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.
June 09, 2021
Perfect management and centralized system service
Jira Service Management is one of the most versatile and agile service management applications available. We use this software to make our organization more agile and efficient. It helps us to track our workload and to pre-plan tasks. Jira gives us the features to assign tasks to the right developers and manage our workflows.
- It's very easy to track your workload on different parameters.
- Very easy to assign tasks to the appropriate developer or worker.
- You can also create user stories and documentation for tasks.
- You can attach documents and comment on tasks.
- Tasks can be divided into multiple sprints and can easily manage the workforce.
- I don’t find any major issues with Jira Service Management.
- They could increase the maximum size of attachment files.
- Otherwise, it’s all good.
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.
January 21, 2020
One stop for all of your service desk issues
JIRA is being used by the help desk team as well as a tool by the business team to submit tickets related to the CRM. Specifically by the business team, (end users) who use the CRM to enhance the business and generate revenue. JIRA Service Desk has made communications easy and saves a lot of time when it comes to time lag due to emails.
- Ease of navigation.
- Self explanatory.
- Need to change sprint status manually.
- Workflow implementation is quite complex.
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
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
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
December 16, 2019
Agile and well-done ITSM for a good price
I use and have implemented this product for some years now to support the formal implementation of ITIL v3 and now ITIL v4 in organizations that have technology departments that support more than 500 users.
- ITIL templates.
- Task automation.
- The mobile client is very basic.
- Very hard to migrate issues between cloud and on-premise.
December 13, 2019
Jira Drives Accountability and Scale!
Jira Service Desk is being used by several organizations across the company including Engineering, Security, IT and HR. It’s leveraged to track “to-do” tickets related to various company processes. It’s helped us streamline our operations and ensure no ball is ever dropped regardless of how much is going on.
- Track tickets for IT help desk, customer service inquiries, engineering software code changes, HR related tickets and more.
- Drive accountability by having clear due dates and ownership across the company.
- More updated/user friendly-user interface.
- Better integration with other company software.
December 13, 2019
Jira in our workplace
Jira is used in our organization by all of our teams to have effective communication whenever we need assistance with technical issues. It is very easy to use and it has a very friendly interface. Bug reporting is surprisingly simple and effective. The workflow is amazing, customization is a huge plus since it adapts to our company needs. You can also use it for personal tasks since the gadget "Time Sheet" is amazingly effective and provides a good and detailed track of your tasks.
- Bug Reporting is detailed and useful, easy to report and easy to keep track.
- Integration with other apps for a better workflow.
- Too many open requests can make the tool work slow.
- You will need to invest some time to know every feature and to master the use of it.
December 12, 2019
Be on track with Jira
It was used across the company, to track work / progress. Each project was broken down into user stories / feature / task.
It helped manage every project there was in the company.
It helped manage every project there was in the company.
- Work tracking
- Categorizing tasks
- Could be more customize based on project
- Doesn't have themes
December 11, 2019
JIRA will track your support tickets
We use it to manage all IT support tickets plus small upcoming events or projects that the team needs to communicate on and involve other teams. Users can enter and update the tickets and everyone included on the ticket is updated when the ticket is updated. The main tickets are ERP, EDI and infrastructure related.
- Ticket Entry.
- E-mail updates.
- Project management.
- Linking tickets.
November 20, 2019
Atlassian really likes to deliver good products - now it's time for a service desk solution
We use JIRA SD to close the gap between the customer and our support team. By converting all emails to JIRA tickets, we can ensure that the customer doesn't need to get involved in the documentation process, which means less re-work to correct fields in the ticket's info.
- Incident documentation.
- Incident management.
- CI management.
- It is a bit hard to use, unlike Snow.
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 25, 2019
Jira Service Desk Review
Multiple departments use JIRA in our Company. It helps us organize our e-mails (tickets) to ensure we are keeping track of and complete all of our projects. Employees are satisfied because they can keep track of the progress or status of their issue or concern. We can assign a certain issue to specific people.
- Keeps everyone organized, each employee can keep track of their tickets.
- Running reports to ensure that everyone doesn't miss the SLA.
- Attaching files can be difficult, as it's hit and miss with employees.
- External users cannot log in to choose a specific issue.
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.