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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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

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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

 (468)

Ratings

Reviews

(1-25 of 79)
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Score 8 out of 10
Vetted Review
Verified User
Review Source
Jira Service Management helps manage multiple teams to collaborate and work together efficiently. The UI is very straight forward and a customizable tool to manage the requests and SLA's. It's cost may be high compared to its competitors although it has customized pricing plans based on the implementation scale. It's automated ticket routing facility stands out.
Chris Guru | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
As a Data Business Analyst, Jira the Project Management tool helps me a lot to create, assign, track stories/Issues with ease of doing everything. That helps a lot on Project visibility like detailed insights & reporting to the higher ups. Easy Integration with any numbers and collaborating with internal and external teams on any specific issues or particular projects way too manageable. Customization, Security options are too good as well.
Score 8 out of 10
Vetted Review
Verified User
Review Source
I worked with Jira Service Management (Jira Service Desk) in different companies. It's very powerful in terms of use cases. It is great to be able to have multiple entries for service desk queues. It is very flexible and allows you to have different entries and queues for partners, customers, users, etc to request actions. Those entries and queues can support different types of requests like for example product changes, product feedback, issues, bugs, operational requests, ... Also, the whole request / issue lifetime is very well tracked and manageable, especially if you are using Jira as your product development platform. The good side is how flexible it is, how many different options in the workflows can be configured when you have different needs and different entry points. The negative side is how much work and knowledge are needed to manage this, if you only need simple workflows, it might be a bit complex tool for your needs.
Matthew Smith | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Jira Service Desk as a corporate service desk. All issues within our company are submitted through the service desk portal and are then triaged to the specific groups that can help with the issue. We have set up multiple service desks for each specific group that are managed by the small teams in our department and that seems to work great.
Score 7 out of 10
Vetted Review
Verified User
Review Source
We use Jira to set up service tickets in the IT department and track inbound calls and requests. Field personnel are also able to open Jira tickets directly in order to request assistance or notify the help desk of issues. We also use Jira to keep track of large projects (equipment rollouts, network upgrades, among others).
July 16, 2021

IT Issues Goodbye!

Score 10 out of 10
Vetted Review
Verified User
Review Source
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 have your problem examined and fixed thoroughly. It is used across the entire organization for anything Tech Desk related. It plays well with our existing programs and streamlines the ticketing process into something that everyone can use, with a very minimal learning curve. It works with Okta, so we can have our issues sent with a couple clicks of the mouse.
Pardeep Singh | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Jira Service Management is one of the most versatile agile applications that is used to make your organizations more agile and efficient. We are using Jira Service Management in a different department in our organization and it helps us to track our workload and helps us to pre-plan tasks and give us the features to assign tasks throwout the register members.
May 11, 2021

Jira Review

Queennie Jhoy Ventura | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Jira is being used a tracker for our tasks. We are currently using the Agile approach in every sprint and using these service management tools helped a lot in making sure that all of the tasks assigned to us are done on or before the deadline in the sprint.
Score 10 out of 10
Vetted Review
Verified User
Review Source
JIRA is being used by our department. We are using JIRA in creating an ESUP ticket linking to a PR ticket created by our clients (projects) in JIRA customer portal. We use JIRA as our documentation or ticketing tool and tracker for every project we are making. We are receiving incoming issues or requests through JIRA.
Score 6 out of 10
Vetted Review
Verified User
Review Source
We currently use Jira to help keep track of projects and their progress up until completion/rollout to production. Jira Service Desk is currently used by a couple of our departments mainly Applications Admins (my team) and Project Management and App Dev teams. This tool helps increase visibility into the tasks involved in completing a project so that all teams can see where we are in terms of progress.
Glenn Burnside | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
We started using Jira Service Desk mostly for equipment purchasing requests, but since then, it's grown to be a key mechanism in how our team members ask for support between teams and departments. We have service desks for IT, HR, Accounting, Marketing, Sales, and Service Delivery work requests now. It's become an integral part of how we initiate and track work to completion.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Jira Service Desk has been for years implemented by various client companies, bringing transparency into and improving the manageability of internal and external client's requests and complaints. It has also been part of several software development projects. The main benefit aside from greater transparency and order, is a significant shortening of resolution time off requests, positively impacting user/customer experience. Also, in the SW development area, the positive impacts comprise saving a LOT of time of developers, testers, etc. and allowing them to focus on their core activities.
Meenakshi Kartheek | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
JIRA is being used by the help desk team as well as a tool by the business team to submit tickets related to the CRM. Specifically by the business team, (end users) who use the CRM to enhance the business and generate revenue. JIRA Service Desk has made communications easy and saves a lot of time when it comes to time lag due to emails.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Our organization uses Jira Service Desk for issue and request tracking across all departments. The software allows us to centrally manage support, development, and request tickets easily and with minimal confusion. By having a straightforward interface and integrations with other pieces of software, information rarely falls through the cracks, and we feel confident that a strong record is being kept.
Irina Danilova | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use Jira Service Desk to track technical issue tickets as well as some brand requests for website changes. It is a great tool to keep all the correspondence in one place and track the progress of the project/ticket. Jira Service Desk is very intuitive and does not take long to master by both technical and non-technical people, thus providing a great management tool.
December 17, 2019

Jira Service Desk Review

Rob Domenico | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
We use Jira Service Desk in two departments: CS Client services and DevOps IT. This enables technicians and developers to add and track support issues internally (IT DevOps ) and external Client Services usage. Either way the seamless integration with products like Bamboo, for development life-cycles, and Confluence for a portal and Wiki, makes this a good fit for our organizational needs.
Matthew Andrien | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
I was asked to help implement Jira Service Desk for one of my clients that would be used through the entire organization. It was used to resolve any help desk issues that their employees had. It made it easy for them to submit a ticket and track the progress of it. It also made it easy for the IT team to review and delegate the ticket to get it resolved in a timely manner.
Score 10 out of 10
Vetted Review
Reseller
Review Source
I use and have implemented this product for some years now to support the formal implementation of ITIL v3 and now ITIL v4 in organizations that have technology departments that support more than 500 users.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Jira Service Desk is being used by several organizations across the company including Engineering, Security, IT and HR. It’s leveraged to track “to-do” tickets related to various company processes. It’s helped us streamline our operations and ensure no ball is ever dropped regardless of how much is going on.
December 13, 2019

Jira in our workplace

Elman Martinez | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
Jira is used in our organization by all of our teams to have effective communication whenever we need assistance with technical issues. It is very easy to use and it has a very friendly interface. Bug reporting is surprisingly simple and effective. The workflow is amazing, customization is a huge plus since it adapts to our company needs. You can also use it for personal tasks since the gadget "Time Sheet" is amazingly effective and provides a good and detailed track of your tasks.
December 12, 2019

PM like a boss

Score 7 out of 10
Vetted Review
Verified User
Review Source
Jira is being used by all teams to organize projects and tasks in an easy way and to make sure we are able to prioritize and focus on the most pressing issues, but we are not losing track of the rest of the projects we have in the pipeline. It is great to make sure every task has a direct responsible individual and nothing gets lost.