Jira Service Management (Jira Service Desk)

Jira Service Management (Jira Service Desk)

About TrustRadius Scoring
Score 8.3 out of 100
Jira Service Management (Jira Service Desk)

Overview

Recent Reviews

Modern and Easy to collaborate ITSM tool

8
May 05, 2022
Jira Service Management helps manage multiple teams to collaborate and work together efficiently. The UI is very straight forward and a …
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In depth project management tool

8
October 12, 2021
It is being used by the whole IT team. It helps us establish a global plan with our main projects (Epic) dissected in smaller blocs …
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IT Issues Goodbye!

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

10
May 11, 2021
Jira is being used a tracker for our tasks. We are currently using the Agile approach in every sprint and using these service management …

Best Service I Ever Used

9
October 28, 2020
We are using Jira across the whole team to address all modifications in system like when there is anything we have to add in the page or …

Jira

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

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Positive ()
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Negative ()
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Awards

TrustRadius Best of Award, Best Of Customer Support 2021
TrustRadius Best of Award, Best Of Feature Set 2021
TrustRadius Award Top Rated 2020
TrustRadius Award Top Rated 2019

Popular Features

View all 13 features

Organize and prioritize service tickets (78)

9.1
91%

Service-level management (71)

8.9
89%

Change requests repository (67)

8.7
87%

Self-service tools (72)

8.2
82%

Reviewer Pros & Cons

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Video Reviews

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Pricing

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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 Scorecard

Incident and problem management

9.0
90%

ITSM asset management

10.0
100%

Change management

8.0
80%

Product Details

What is Jira Service Management (Jira Service Desk)?

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 (Jira Service Desk) 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 (Jira Service Desk) Screenshots

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

Jira Service Management (Jira Service Desk) Video

Jira Service Management (Jira Service Desk) Competitors

Jira Service Management (Jira Service Desk) Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported LanguagesEnglish, French, Spanish, German, Portuguese (Brazil), Portuguese (Portugal), Russian, Korean, Japanese, Norwegian, Polish, Chinese, Czech, Danish, Dutch, Estonian, Finnish, Hungarian, Icelandic, Romanian, Slovak, Swedish, Vietnamese

Comparisons

View all alternatives

Frequently Asked Questions

What is Jira Service Management (Jira Service Desk)'s best feature?

Reviewers rate Organize and prioritize service tickets highest, with a score of 9.1.

Who uses Jira Service Management (Jira Service Desk)?

The most common users of Jira Service Management (Jira Service Desk) are from Mid-sized Companies (51-1,000 employees) and the Computer Software industry.

Reviews and Ratings

 (467)

Ratings

Reviews

(1-25 of 70)
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Chris Guru | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
I would definitely go with Jira for all the Agile Projects and also IT & ITES projects as Jira application has the all essence of Agile Methodologies in-built and that helps the tool more powerful and effective. Though I've used Primavera but that would do well for Waterfall/Traditional Projects and not the Agile one
Matthew Smith | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
Score 7 out of 10
Vetted Review
Verified User
Review Source
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.
July 16, 2021

IT Issues Goodbye!

Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
Pardeep Singh | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
May 11, 2021

Jira Review

Queennie Jhoy Ventura | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Azure DevOps also has a similar feature to what the Jira Service Management is doing which is organizing tasks and deadlines. They have a counterpart in the Sprint Board where the scrum master can list all of the tasks to do with the deadlines and a burndown chart to see the visual representation of the hours rendered and the remaining tasks. Jira, on the other hand, has notifications to see if a certain task is done or almost done.
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
Score 6 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Glenn Burnside | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
We selected Jira Service Desk because we were already Jira users, and the price point was easy to absorb. Our experience as Jira administrators made it easy to customize Jira Service Desk to our needs.
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • 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
Meenakshi Kartheek | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
Irina Danilova | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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

Rob Domenico | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
Matthew Andrien | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
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.
Score 10 out of 10
Vetted Review
Reseller
Review Source
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 12, 2019

PM like a boss

Score 7 out of 10
Vetted Review
Verified User
Review Source
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.
Gabriel Krahn | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.