JIRA's Service Desk and how I like it
June 02, 2016

JIRA's Service Desk and how I like it

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

Overall Satisfaction with JIRA Service Desk

My work with JIRA is utilizing its functionality as a help desk system. Others also use the planning functionality in JIRA. I am assigned JIRA tickets which describe various types of requests from users. I, also, create JIRA tickets to track any work that I do and assign them to myself. It's very handy to be able to go back to any of my closed tickets if I need to find information on some tasks that I have performed in the past.
  • Ticketing system for tracking work. Allows assignment of the tickets and detailed descriptions of what is requested. Allows comments to be added as needed.
  • Dashboard of ALL tickets including 'Stale', 'PastDue', 'Unassigned', and 'DueThisWeek'. This is very helpful for an overview of what needs to be worked and what is being worked within the team.
  • Filtering on my tickets only. I will say, though, that it was a bit of a challenge to set up these filters. But, once I had them in place, they work splendidly.
  • I found setting up filters for my tickets tedious and not at all straight forward. I had to attempt to find the definition for other filters and then guess at what would be the right value for me to filter on 'My Open Issues' , 'My Closed Issues', and 'My Issues - All'. Maybe there was an easier way but I wasn't able to find it.
  • I don't like that the activity shows in values of 'days' as opposed to an actual date and time. This part seems 'dumbed down' to me. I'd much rather see a date and time for 'Updated' rather than '6 days ago'. Maybe that's a preference that I can set but I haven't found it if it is.
  • JIRA Service Desk does help me to ensure that requests do not get lost through the cracks. It helps me to manage what needs working on at the day, moment, etc. It helps me to keep my users happy.
I was not the decision maker on JIRA Service Desk. It took a bit of time for me to acclimate to JIRA from the previous product but I feel that JIRA works better for me than the previous product. The Dashboards are particularly valuable to our teams.
Nothing specific that comes to mind.

Jira Service Management Feature Ratings

Organize and prioritize service tickets
Self-service tools
Not Rated
ITSM collaboration and documentation
ITSM reports and dashboards
Not Rated
Change requests repository
Not Rated
Service-level management
Not Rated