Jira Service Desk as a reliable tool to implement in any organization
September 18, 2015

Jira Service Desk as a reliable tool to implement in any organization

Dayron Torres | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with Jira Service Desk

JIRA Service Desk is intended to be used in my organization as the main Help Desk Ticketing tool. During the process of implementation we faced some issues mainly because some specific functionalities were not developed yet or because in JIRA Cloud they are restricted. For example:

  1. Not Developed yet: When doing a query with the "contain ~ operator", you cannot filter by "email address" (e.g. I need to know how many tickets have been received from users with specific email address). I had to find a workaround to this issue.
  2. Restricted in JIRA Cloud: When in the Requests Types, you are not allowed to create two fields of the same type.
  • The main strength of JIRA Service Desk is that it is really straightforward for the customers to use it to create and review the status of the tickets they raise.
  • It also facilitates the communication between client and the support team.
  • JIRA Workflows allows the IT Staff to easily check the and control the status of the business process.
  • Although JQL is a JIRA specific query language tool it is really easy to work with it.
  • JQL doesn't allow some types of queries related to specific operators (contain operator (~) doesn't allow to query an email address)
  • Better customer service, as the clients see their needs reflected in the tool implemented.
  • Decreased issue-resolution times dramatically. Better times to resolved achieved.
  • Keeps the Support Team constantly on top of the status of every ticket resolved or in process.
  • JIRA Service Desk
JIRA over GLPI service desk tools have the ease in implementation, ease of managing and ease for the user to work on the application.
JIRA Service Desk is appropriate in every scenario because as a ticketing tool it should be mainly addressed to clients and this is one of its strengths - the ease of use by a client.

Jira Service Management Feature Ratings

Organize and prioritize service tickets
Service restoration
Self-service tools
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
Configuration mangement
Not Rated
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
Not Rated