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Jira it is if it is IT.
November 05, 2018

Jira it is if it is IT.

Sundeep Gopal | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with JIRA Service Desk

Currently, we use Jira Service Desk for receiving, tracking and responding to our online customers who might have queries. We keep a track on all queries, the effort needed to respond to the queries, and simultaneously we also forward queries that are a little more complex to the development and product teams. We also use Jira Service Desk in the marketing team to gain insights into the kind of queries received.
  • Issue Tracking is easily the most important feature of Jira Service Desk
  • Views and Dashboard can be customized
  • We can track the progress of other projects that are on the Jira Service Desk
  • UI can be improved
  • Though it is a very robust tool there are certain features which are not very useful
  • Currently there are no negatives that we can think of.
Jira Service Desk is a great tool for teams that are already using it. For example, IT teams can save a great bit of time and effort using it, but the real problem comes when a marketing team is involved because the functionality is so limited from a marketing standpoint. However, for the IT teams, it probably is one of the easiest tools to work with—great features and customizations.

Jira Service Management Feature Ratings

Incident and problem management
8.0
Organize and prioritize service tickets
8
Self-service tools
8
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
Not Rated
ITSM asset management ()
Not Rated
Change management
9.0
Change requests repository
Not Rated
Service-level management
9