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)

8.1
81%

Reviewer Pros & Cons

View all pros & cons

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

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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

 (469)

Ratings

Reviews

(1-25 of 79)
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Score 8 out of 10
Vetted Review
Verified User
Review Source
Integration with Opsgenie has made the incident management process very seamless. One thing, that I feel they could improve on is the reports section where they could have more customizable options. On the whole, it is a straight-forward tool to manage your requests and their customer support is prompt on the query resolution.
Chris Guru | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
It will be well suite for large Organization where many team members involved from various Geographical location's in a single project or program as that would help greatly with this Agile Project Management tool. And, its may not be the right option for small organizations and also less of the need for co-located teams as well.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Great to manage your issues in a clear and centralised way. If your development teams work with Jira, it will all naturally come together. Great way to manage the issues from end to end. - Very flexible if you have people who understands the set up and is able to configure it for your needs - Maybe not the best if you want something with very easy set up
Matthew Smith | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Honestly, I think it's great for all situations. You might have some issues if you're a small company that doesn't have someone to set up and manage it in its infancy; you might struggle to get it up and running. But in many other cases, it's suitable. I'd also recommend it if you're already using the Jira suite.
Score 7 out of 10
Vetted Review
Verified User
Review Source
I think it works well for large groups of techs. It also takes a while to set up and the set up can be cumbersome. For example, you will think that you have all the Components added that you need to track and then you have one that hasn't been listed and you cannot add it yourself. It is not quick entry so if you have a really high volume of calls, etc, I could see where it would be hard to keep everything logged. That being said, it is highly customizable so you can really track lots of different things.
Score 8 out of 10
Vetted Review
Verified User
Review Source
If you're looking for in-depth project management, then this is the tool you are definitely looking for.
But if you're looking for a more macro version of a project planner than this tool could be the total opposite of a helpful tool as it is easy to lose yourself in its complexity.
July 16, 2021

IT Issues Goodbye!

Score 10 out of 10
Vetted Review
Verified User
Review Source
As far as ticketing services go, this is by far the best product I have used in the space. Jira makes solving IT issues a no brainer. It is connected to everyones computer, and if there is an issue that needs fixing it can be solved within a couple hours. I really appreciate the way it works with Okta, making issues resolvable with a few clicks. If there is anything wrong with your computer or you need a question answered, Jira is your go-to every time.
Pardeep Singh | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
This service is very useful for organizations large in size or thinking to increase the scale of their business. It helps to reduce the workload and makes the work more agile and agile teams can do work more efficiently. It helps to differentiate tasks in sprints and plan them properly so the work environment becomes more fast and reliable.
May 11, 2021

Jira Review

Queennie Jhoy Ventura | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Jira Service Desk is well suited if you are in a development stage in the project or you are in the support team. This is helpful in raising a flag of new tasks or needs to improve in the application under progress. Jira Service Desk is not suited in an environment wherein the employees are not that into technology since it has so many features that are complicated.
Score 10 out of 10
Vetted Review
Verified User
Review Source
For us, supporting a P1/P2 level, JIRA makes it easy to find PR tickets so we can address issues quickly. It gives us visibility for updates and it serves as a self-service knowledge base as well. We can also easily pull up reports that we need.
March 16, 2020

Jira

Score 6 out of 10
Vetted Review
Verified User
Review Source
It is a great product to use across a large team and for a storage database to keep track of hardware that is in many different data centers around the world.
Score 6 out of 10
Vetted Review
Verified User
Review Source
Jira Service Desk is definitely a very capable and highly customizable tool to use for service requests and project management. It integrates with quite a few applications, unfortunately though, at an additional cost. It is well suited for large and small businesses and for use within a group of departments or company-wide.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Well suited
  • Any service desk or helpdesk process, this is its core business, and it does it very well
  • Great for IT solutions development with tens or more developers, analysts, architects, testers, etc. or even by small isolated software development
  • Great tool for team management also in agile, you can check the burndown charts on a mobile device in less than 3 seconds when the project sponsor asks you in the elevator
Less appropriate
  • It does not replace document management or specialized knowledge management tools or even e-learning solutions, as some companies tried.
Meenakshi Kartheek | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
I have been a user of JIRA software in the past, and also a current user of Service Desk. One of the best uses for it is that it can be used in a team that is collocated and can also be used to plan sprint activity. Business owners/product owners can add their list of backlogs which will be readily available for prioritization during the refinement meeting.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Jira Service Desk is perfectly suited to track the progress and give a complete story to issues, tickets, requests that come into the platform. With its commenting and user tagging features, Jira Service Desk makes collaboration on projects simple and easy to keep track of. We have been able to integrate it with other pieces of software easily, both publicly available and internal only tools.
Irina Danilova | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Jira Service Desk is excellent for tracking the progress of specific tickets/issues/requests for both IT and Marketing teams in our organization. Jira Service Desk also is an excellent tool for communication between different branches of our company and IT team localized in another country. It may not be that great to track the overall progress of the company's projects.
December 17, 2019

Jira Service Desk Review

Rob Domenico | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
I like the fact that this is offered as a cloud Jira app on Atlassian's site so no worries for maintaining local hardware equipment. Also the fact that you can still choose to run on your own server (local or in cloud). The Jira Service Desk can be completely controlled by placing servers in AWS cloud and bring your own license for control of users/services completely on your own equipment.
Matthew Andrien | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
I really liked how easy it was for both sides (end user and IT team) to fill out and quickly complete the issue submitted. It definitely makes sense to use at a medium-large size company compared to a small one. For the price and the setup, a smaller company could get away with email tracking.
Score 10 out of 10
Vetted Review
Reseller
Review Source
The product is very useful if you have previously established basic and clear rules for IT management, and if there is an on-site support to facilitate the adoption of Jira Service Desk, otherwise there will be users who prefer to continue using MantisBT or something basic.

The best scenario for companies that develop software is to use the entire Atlassian suite in the cloud or in its own server installation, that is: Jira Software + BitBucket + Confluence + Jira Service Desk + HipChat. It is not possible to use some of these products in the cloud and others on your own server.

For companies that do not develop software, the formula is Jira Service Desk + Confluence + HipChat.
December 13, 2019

Jira in our workplace

Elman Martinez | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
The best scenario is bug and issues reporting, we mostly use it for these specific scenarios and it has created an amazing response time and workflow. It has allowed us to keep real-time monitoring in every issue we report. Bulk reply and bulk ticket replying is not an option since this is not possible.
December 12, 2019

PM like a boss

Score 7 out of 10
Vetted Review
Verified User
Review Source
Jira is a valid alternative for projects that involve a lot of individuals. It is more complicated and complete than Trello, so it is very important to make sure that you use it for complex projects and not for tasks that can be resolved fairly quick. I recommend it for tech deploys, since the system is best suited on those scenarios.