Item: Jira Service Management
Rating: 10
Author: Andrew Vawdrey

Use Cases and Deployment Scope

Jira Service Desk is mainly being used by our Helpdesk team to receive, answer, filter, and escalate our internal requests from employees. The main users would be our Helpdesk team as they receive all tickets/requests and respond or pass them along to other teams within Jira, but you could say it is used by the whole organization because if anyone has an issue or request it is funneled through Jira Service desk.

Pros and Cons

Easy to track and keep a record of issues and requests
Great customized ticketing portal for users to submit their issues and requests
Gives ticket tracking to the submitter to follow if they like
Easy to move tickets over to other boards with Jira if needing to escalate issues to Development or other teams.

Sometimes the UI is a bit buggy
Sometimes it locks up users and won't let people submit tickets

Return on Investment

My whole experience with Jira Service desk has been great

Alternatives Considered

Zendesk and Wrike

We have looked into other software and still use the others like Zendesk and Wrike in other departments but Jira Service desk made the most sense due to our Product development teams using Jira Software already. It was easy to keep it all under one umbrella giving us the ease of use.

Other Software Used

Zendesk, OneLogin, LastPass

Likelihood to Recommend

Jira Service Desk is very well suited for any organization that also uses Jira Software for Development or other teams for their task tracking and all. Jira Service Desk makes it very easy to take the ticket and move it to another board and assign it to someone to get worked on.

Great Service Desk

Overall Satisfaction with JIRA Service Desk