JIRA Service Desk for the win
September 27, 2017
JIRA Service Desk for the win
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with JIRA Service Desk
We have 3 different services desks and 2 of the 3 have moved to JIRA Service Desk. JIRA Service Desk allows for tracked collaboration and better SLAs.
- JIRA Service Desk tracks the status our tickets are in.
- With JIRA Service Desk we can have some automated escalation.
- JIRA Service Desk has queues to easily see who may have too much work so we can load balance.
- I do not like how it processes incoming emails. The mail handler for the service desk compared to standard JIRA is lacking.
- Notifications are also difficult to control. It seems internal collaborators sometimes get "spammed".
- Attachments are also an issue. If a customer has a signature in their email you can end up with too many logos as attachments and there is no way to do a bulk delete without a paid add-on.
- JIRA Service Desk has allowed us to see quickly where tickets seem to take the most time (in what status).
- JIRA Service Desk has given us a way to see root causes of issues so we can improve as a company.
- We can spend a lot of time with busy work in JIRA Service Desk related to ticket clean up (attachment removal or reducing email strings).
- JIRA Service Desk's integration with JIRA Software makes linking bugs and enhancements easy. This allows is to better communicate to our clients when a known issue is resolved.