Jira Service Desk Review
April 12, 2018

Jira Service Desk Review

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

Overall Satisfaction with JIRA Service Desk

JIRA Service Desk (JSD) is used by our organization to submit bugs and enhancements. It is being used by almost the whole organization. It helps us gather specific information from the users when they submit the requests and also guides the users so they know exactly what kind of information we will need when they submit the requests.
  • It guides the users submitting the requests in understanding what kind of information the one receiving the requests needs.
  • I think it is a pretty good user experience and is easy to use.
  • It is relatively easy to set up
  • It syncs with JIRA well
  • I think it is a little strange that JSD is a separate product than JIRA when they seem to be like they should just be one product
  • It has allowed us to do better reporting on our bugs and enancements.
  • It has allowed for less back and forth for end users submitting it.
  • It allows the end users to know what information we need when they are submitting the requests.
  • It was slightly costly to set up for us as we used a consultant agency to do this. However, I think it is pretty easy to setup if you want to do it yourself.
I think JSD is better than all of the similar ones I have used because it allows for greater customization. It is also really geared to submitting bugs and enhancements, where the other products are more about the software development workflow and project management.
I think it is well suited for submitting bugs and enhancements.

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