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You will wonder how you ever lived without it.
September 18, 2015

You will wonder how you ever lived without it.

Leslie Coleman | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

2.4.2

Modules Used

  • All

Overall Satisfaction with Jira Service Desk

A long time Atlassian Suite user, the company added Jira Service Desk to manage trouble tickets related to our web based software application products.
  • JSD was awesome in terms of grouping a body of issues together for a sprint. In addition, certain reports shined a light on recurring issues or ones that already had been researched and a solution found
  • It was a great sharing tool for all of the coders who could quickly find related issues.
  • None
  • We increased the resolution and closing of trouble issues by 34%, a percentage that increased slightly each month over the first year.
There are a myriad of plug-ins for Jira Service Desk, to customize the process to a company's particular needs. In addition, it links to Jira and Confluence which is magical.

1. Speeding up the resolution time to resolve issues.

2. Decreasing a coder's need to trouble shoot, by researching for previously reported identical issues.

3. Using reports to report trends of breaks that may require rewriting code.

Jira Service Management Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Expert directory
10
Service restoration
10
Self-service tools
10
Subscription-based notifications
10
ITSM collaboration and documentation
10
ITSM reports and dashboards
10
ITSM asset management
10.0
Configuration mangement
10
Asset management dashboard
10
Policy and contract enforcement
10
Change management
9.0
Change requests repository
10
Change calendar
7
Service-level management
10