Jira Service Management (Jira Service Desk) Reviews

386 Ratings
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Score 8.1 out of 100

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TrustRadius Top Rated for 2020

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Reviews (1-2 of 2)

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October 05, 2020
Mhatet Ramos | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Usability

9
I gave JIRA a score of 9 since I am happy with the service it offers. I can easily see the SLA since it gives me visibility. I can pull up the reports I need. I can reach out to our clients using the PR ticket so it is hassle-free for me.
Read Mhatet Ramos's full review

Feature Scorecard Summary

Organize and prioritize service tickets (71)
8.9
Expert directory (2)
9.0
Service restoration (2)
9.5
Self-service tools (65)
8.3
Subscription-based notifications (1)
10
ITSM collaboration and documentation (58)
8.3
ITSM reports and dashboards (59)
8.5
Configuration mangement (1)
10
Asset management dashboard (1)
10
Policy and contract enforcement (1)
10
Change requests repository (61)
8.0
Change calendar (2)
6.5
Service-level management (65)
8.2

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

Has featureOrganize and prioritize service tickets
Has featureSelf-service tools
Has featureITSM collaboration and documentation
Has featureITSM reports and dashboards

Change management Features

Has featureChange requests repository
Has featureService-level management
Additional Features
Has featureCustom reporting
Has featureSelf-service Help Center
Has featureAutomation rules
Has featureITIL-certified
Has featureEmail support
Has featurePre-built workflows
Has featureSLA's
Has featureCSAT reporting
Has featureAsset management integration

Jira Service Management (Jira Service Desk) Screenshots

Jira Service Management (Jira Service Desk) Video

Jira Service Desk is the only service desk software that IT and service teams actually like to use. Built on the Jira platform, Jira Service Desk delivers an effortless service experience and adapts to your needs, with set up time and pricing at a fraction of competitors. Find out why 20,000+ customers trust Jira Service Desk at http://www.atlassian.com/service-desk

Jira Service Management (Jira Service Desk) Competitors

Jira Service Management (Jira Service Desk) Pricing

  • Has featureFree Trial Available?Yes
  • Does not have featureFree or Freemium Version Available?No
  • Has featurePremium Consulting/Integration Services Available?Yes
  • Entry-level set up fee?No
EditionPricing DetailsTerms
Free$0per month
Standard$20per agent/per month
Premium$40per agent/per month
EnterpriseContact sales team

Jira Service Management (Jira Service Desk) Support Options

 Free VersionPaid Version
Email
Forum/Community
FAQ/Knowledgebase
Social Media
Video Tutorials / Webinar

Jira Service Management (Jira Service Desk) Technical Details

Deployment Types:SaaS
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

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

Reviewers rate Organize and prioritize service tickets highest, with a score of 8.9.

Who uses Jira Service Management (Jira Service Desk)?

The most common users of Jira Service Management (Jira Service Desk) are from Mid-size Companies and the Computer Software industry.