Item: Jira Service Management
Rating: 8
Author: Milan Shah

Use Cases and Deployment Scope

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.

Pros and Cons

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

Return on Investment

Faster time to market
Better SLA management
Easy tracking of tickets

Alternatives Considered

Freshdesk

We considered Freshdesk but considering the tight integration with Jira and Confluence, this was the best bet.

Other Software Used

Freshdesk, ServiceNow

Likelihood to Recommend

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.

Easy for end users, requires customization, effective

Overall Satisfaction with JIRA Service Desk