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 …
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
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Popular Features
- Organize and prioritize service tickets (75)8.989%
- Service-level management (68)8.989%
- Change requests repository (64)8.484%
- Self-service tools (69)8.282%
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
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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 and Service-level management highest, with a score of 8.9.
The most common users of Jira Service Management are from Mid-sized Companies (51-1,000 employees).
Comparisons
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Reviews and Ratings
(612)Attribute Ratings
Reviews
(1-25 of 67)Companies can't remove reviews or game the system. Here's why
March 29, 2022
Jira - Best project management and ticketing tool
Jira is easy to use and provides quick data
We decided on Jira Service desk because we were already using Jira and Confluence - we didn't want to buy a separate product when we were already using the suite. It was more of a business and financial decision than one based on capabilities. I would imagine that other companies who specialize in service desk might be more "user-friendly" out of the box.
October 13, 2021
Jira helps keep your team organized
Jira is easier to use and holds service agents more accountable due to reporting and tracking tools that are available. It connects better with other products that other departments are using to track programming changes, etc., giving management a single pane of glass to see how things are progressing.
October 12, 2021
In depth project management tool
We went with this solution mainly because it was already planned to use it with the developers.
Understanding the tool made us go forward with the solution as it provided everything we wanted in a project planner.
Understanding the tool made us go forward with the solution as it provided everything we wanted in a project planner.
July 16, 2021
IT Issues Goodbye!
Jira is the only ticketing system we have used at my company, and it is absolutely superb. What usually was a process in the past, with lots of time to spare in between, is now updated to modern-day and makes the entire experience fluid and efficient. I know our IT department appreciates the statistics and reports generated to improve their response time.
June 09, 2021
Perfect management and centralized system service
- GitHub and Azure DevOps Server (formerly Team Foundation Server)
Jira has every feature, which is more powerful than any other like tracking your task and helping teams to plan tasks. You can create user stories for tasks and also can create documentation for tasks. It can easily integrate with APIs and other service platforms. You can easily assign work to anyone who is on your team. Basically, it is a full-service package of making your organization agile and centralizes your process and work.
October 28, 2020
Best Service I Ever Used
Score 9 out of 10
Vetted Review
Verified User
I didn't use any other services before this. I love this product. By the way I am using Bitbucket, too, which is also awesome, easy to manage versions.
October 05, 2020
JIRA: The tool for immediate support
Score 10 out of 10
Vetted Review
Verified User
In Jira, you can browse your own knowledge base. You can also create new widgets and filters the way you wanted it customized. I prefer JIRA over any other ticketing tool since JIRA is easy to navigate. You can create your own Dashboard. You easily can pull up the reports needed.
March 16, 2020
Jira
Score 6 out of 10
Vetted Review
Verified User
I think that Jira provides a better product for the use case of our business model.
February 26, 2020
Great tool for project management and task-tracking
- BMC Helix ITSM (Remedy)
Jira is easier to set up and gets going faster. It is easier to customize to fit your needs and the Dashboard feature and added widgets really help you get the views you want to see. Other products are harder to set up, don't get going as quickly, and lack the dashboard feature as a one-stop spot to view the infomation most important to you. Jira's dashboard is clean and easy to view. In terms of service requests, Jira has built-in templates to get service requests created fairly easily, and they can be modified with little effort.
January 23, 2020
Modern simple service desk sofware that anybody can use
- Various intranet custom made tools, usually focused on a specific area in telco, banking, utilities, production, etc. with excellent support for general tickets and with links to company core processes
- Zendesk Support, Happyfox
January 21, 2020
One stop for all of your service desk issues
Being a past user of JIRA has helped a lot in making a decision. When I first used it, I could learn to navigate in a day's time. I knew my way through most of the functionalities. The dashboard creation was also a piece of cake. The CRM software that we used in the team was Salesforce, being the maintenance and enhancements team for it, there was a strong inclination to use Salesforce Essentials, but we figured out that JIRA would make things easy for business owners.
January 13, 2020
Great tool for tickets management
We use Trello along the Jira Service Desk. Jira Service Desk is universal and is better for IT and specific requests (bugs), while Trello is work better for the tasks dividing on the team level. Jira Service Desk is on a higher price range than other tools, but it worth it, and once you master it, you gain a good understanding of how similar software works.
December 17, 2019
Jira Service Desk Review
Compared to other products I have used, like, Fresh Desk Service or Manage Engine it has more features included per user and technician (others may require a license for each type). Portal setup can be integrated to the Confluence Portal for easy access to Jira for service calls and help-desk features at the same company portal location.
December 17, 2019
Jira: Great Service Desk Tool
I think JIRA Service Desk is very similar to many products out there, but for users who currently use JIRA for their projects, it makes the transition much easier and users will be able to see the progress of their ticket throughout. The price is higher than many of the other competitors.
December 16, 2019
Agile and well-done ITSM for a good price
Jira Service Desk has similar or equivalent features to heavyweight competitors as HP Service Manager, for a better price. The highlight of Jira Service Desk, in my opinion, is that you can customize a series of visual boards that are tremendously useful for an agile and transparent IT management. In addition, Jira Service Desk integrates simply with other Atlassian and third-party products. The power of the Jira API, which allows complex automations, is remarkable.
December 13, 2019
Jira Drives Accountability and Scale!
December 12, 2019
PM like a boss
Unlike the 2 other alternatives, Jira is more complete. It is a bit harder to use, but because it has more customized and better functionalities. While other software can be used for almost everything, Jira works best for tech companies that need to work on agile methodologies and need a robust system that is flexible yet complete.
December 11, 2019
JIRA will track your support tickets
I was not involved in product selection.
November 20, 2019
Atlassian really likes to deliver good products - now it's time for a service desk solution
Jira SD is between Tivoli and Service Now. In this particular case, we are using JIRA SD as the customer asked us to integrate some things with products he already had, such as Confluence, where he kept all the information we could use.
October 25, 2019
Take control of your tasks and projects with Jira
- Hive and Pivotal Tracker
There are other systems that perform well, but we always came back to JIRA. One of the reasons is that it has companion systems like Confluence that can integrate and be used with it. Another reason is JIRA can be molded to be many things, not just project management. For us, we use it for firewall requests, change management approval, and automated tasks for employee management. While many can do a few things well, we have found JIRA to do many more things well and at the end of the day.
October 25, 2019
Easy to use and highly customizable
ServiceNow has many of the same features of JIRA. Teams within the organization use both ServiceNow and JIRA, but we primarily use JIRA. We chose JIRA because it seemed easier to set up the linking of related tasks and projects together, but other teams have said the same thing about ServiceNow. I believe that with most ticketing systems, the way the administrator sets up the processes is the biggest factor in being successful in using the product.
October 25, 2019
Jira Service Desk Review
Jira is open source, so it is more versatile than ServiceNow. Jira allows you to create more dashboards, projects, and features than ServiceNow.
October 24, 2019
Excellent workflow management capabilities
Jira adds a lot more flexibility and customization than many of its closest competitors. Customization comes in the form of learning how to code in their tool, which can be challenging. However, that level of customization allows you to mold the tool to fit lots of different needs. It also offers a number of integrations with supporting tools allowing for a more comprehensive and integrated work space.