JIRA Service Desk better than the rest.
September 19, 2015

JIRA Service Desk better than the rest.

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with Jira Service Desk

We have a current implementation of JIRA Service Desk 2.5.4 being utilized by four teams in our organization. We recently purchased an unlimited licence for Service Desk to expand Service Desk to more of our teams and departments. We are using it for teams that need to submit work items to other teams who do not need to know how to use the rest of JIRA's ticketing abilities. Our software development office loves all the functionality that JIRA provides, but most of it is very technical and intimidating for the rest of the company. That is where we use Service Desk with its clean interface and simple application. Employees can submit tickets on issues they experience, permissions for access, changes to internal systems, and submit updates of work items.

The teams love the customizable work queues that can be set with different service level agreements. The reporting the teams get from the service level agreements help set goals and improve turnaround times of work. Many of our teams rely on emails that go back and forth where information gets lost or becomes inaccessible when someone is out, and Service Desk helps simplify communication and builds transparency amongst teams/members.
  • The best part about Service Desk is the simplicity and integration with JIRA. Anyone in our company has access to JIRA and JIRA Service Desk. Creating a ticket in JIRA can be complicated and Service Desk simplifies who it is for and what information is needed.
  • Service Desk provides transparency amongst teams by adding requested participants and eliminating long email chains back and forth. Individuals can contribute comments and add attachments that are all centrally located.
  • In Service Desk, service level agreements (SLAs) can be customized by ticket types and provide reporting based off the SLAs to set goals and expectations for turnarounds.
  • Service Desk licensing is separate from the rest of JIRA's licensing so multiple licenses are required. Our company had purchased a large licence for JIRA and had to explore and figure out how much we could do with Service Desk before purchasing the next tier of Service Desk licenses.
  • A service desk customer can accidentally create a ticket in the wrong Service Desk and cannot move the ticket to the proper location based off the permissions available to customers, collaborators, and sometimes agents depending on the JIRA project permissions.
  • JIRA permissions and Service Desk permissions are separate permissions that must be managed separately. This makes administering JIRA and Service Desk permissions more complicated.
  • When we hit our seasonal busy season it is much quicker and reliable to use Service Desk than tracking down emails and conversations in IM.
  • Our company has used other ticketing systems that are expensive and cumbersome to configure and JIRA Service Desk has been a much cheaper option to licence and maintain.
It has the best licensing prices compared to other systems, we can maintain it internally and maintain compliance with our customers. In the end it was simple to set up, maintain, run and configure out of the box.
I feel that if a full ticketing system is needed, then I would recommend using JIRA. If there are time sensitive tickets where the creator of the ticket is not very technical, then JIRA Service Desk is more suitable.

Jira Service Management Feature Ratings

Organize and prioritize service tickets
Expert directory
Change requests repository
Change calendar
Service-level management