Easy for end users, requires customization, effective
June 01, 2017

Easy for end users, requires customization, effective

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

Overall Satisfaction with JIRA Service Desk

We are using it to manage our internal tickets for cross teams from enhancement to defects. Implementing it helped us get a resolution faster, and eventually improved SLA compliance. Management and routing were optimal and history helped us with accountability.
  • Real-time reports helps a lot with giving precise status
  • Integration facility and plugins availability
  • Live chat and email integration also help with faster resolution
  • Integration with other Atlassian products
  • Can be well used for in-house solutions, not for the customers
  • Search does not help much, searching algorithms needs improvement
  • Reporting needs improvement
  • Faster time to market
  • Better SLA management
  • Easy tracking of tickets
We considered Freshdesk but considering the tight integration with Jira and Confluence, this was the best bet.
If you have multiple teams on a large project this can be very useful for managing service requests between teams. This is strongly recommended for projects already leveraging other Atlassian products like Jira and Confluence.

Jira Service Management Feature Ratings

Organize and prioritize service tickets
Self-service tools
ITSM collaboration and documentation
ITSM reports and dashboards
Change requests repository
Service-level management