Service Desk makes help desk work easier
July 13, 2018

Service Desk makes help desk work easier

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with JIRA Service Desk

Service Desk is used across the entire organization for all help desk tickets, including software issues, hardware and new hire employees. It replaced an older Microsoft version we used for our help desk which was dated and hard to use and administer. We are currently looking at new departments we can add to it as well.

Pros

  • Integrates very well with JIRA
  • Easy UI for customers to enter tickets
  • Easy for help desk team to administer
  • Queues are easy to manage and reporting is solid

Cons

  • More customization on the UI front (colors, background images, etc)
  • Use a little help on the customer dashboard for checking ticket status, hard to filter active vs. closed
  • Allow more customization on the response emails to customers
  • Positive - provides one place for all tickets to enter
  • Positive - makes it easy for help desk team to manager workload
  • Positive - integrates with JIRA making it easy to make system changes when needed and track them to the SD ticket
We used a MS product called SCSM which was very old and hard to use. The UI was rough and we had to find a lot of workarounds to make it work like we wanted it to. Service Desk was the main product we looked at since we already had JIRA and Confluence.
Perfect for tracking all your help desk tickets across the organization, including software, hardware, new hire employees, also works for change management functions for IT when things go into production environment. The approval feature for manages when employees submit a request is also very good. We are moving to allow Real Estate tickets to go as well.

Jira Service Management Feature Ratings

Organize and prioritize service tickets
10
Self-service tools
10
ITSM collaboration and documentation
10
ITSM reports and dashboards
10
Change requests repository
10
Service-level management
10

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