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

IT Issues Goodbye!

10 out of 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

6 out of 10
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

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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

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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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Chris Guru | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Its definitely great Project Management tool for Agile Projects and Worth the Investment as it takes out a lot of Project Management issues.
  • It solves a lot of my issue's on tracking issues/Stories, Dashboard, detailed Insights, etc as my role mostly would be Project Management/Business Analyst
  • The Mobile Version of Jira App needs better improvement inline with the Desktop one.
Pardeep Singh | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Yes, it helps business to complete work and is reliable for changes.
  • It’s easy to integrate Jira Service Management with other platforms, which help in faster processing.
  • It's easy to track work and task with Jira Service Management.
  • It gives a high-value estimation for the project and helps them to plan on various parameters.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • For me, SLA Metrics Management helps us a lot in monitoring our response, workaround, and resolution time.
  • We can create our own JQL queries according to the projects we support.
  • There is also an option based on language you prefer, for example you can choose French or English.
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Ticket resolution time dropped by 40% by one of the clients a) because it was suddenly measured and b) the benchmarks were set realistically for each position in the workflow - basically, one can calculate a 40% decrease of required service desk capacity before and after service desk was introduced.
  • Classification of tickets brings transparency in how many tickets relate to what topic and which priority was attributed by the user (or later up or downgraded), it helps to plan resources way better than without using such reports. Suddenly one can see that a significant portion of service desk tasks are not related to the core business or should be resolved, e.g. in the self-service portal. Jira SD helps to build a business case for this.
Score 10 out of 10
Vetted Review
Reseller
Review Source
  • IT support performance can be increased by 200%, as dashboards and reports make the effectiveness and efficiency of IT staff transparent.
  • Jira Service Desk can be used in combination Jira Software and Jira Core, with which you can centralize all the support of the organization (not just IT) in a single point.