Jira As a Service Desk
January 05, 2019

Jira As a Service Desk

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Jira Service Desk

We use JIRA Service Desk to collect our customers’ requests such as issues, problems, new features, and on-site work requests. We needed a software such as JIRA Service Desk to manage all these requests and provide timely and proper customer service.
  • Service Desk can be integrated with JIRA, which helps you to involve software development teams easily and trace the development progress.
  • Service Desk can be integrated with Confluence. Thus you can provide a good knowledge base to your customers.
  • Third party Plugins from the community provide absent features. Thus you don’t need to wait for Atlassian to implement long-awaited features.
  • JIRA Service Desk gives you the ability to use different workflows for different types of issues. You may create your own workflows.
  • It gives you the ability to create conditional actions.
  • Their customer portal is very clean. To open a new case or monitor open cases is simple. It would be great if more of it were like the portal. It would be great if we could share some reports.
  • Putting customers’ employees in a team is possible, but doesn’t fix some problems from a flexibility point of view. It needs some improvement.
  • Conditional notifications to third parties are limited.
  • Eg. We are an integrator company, and our projects require us to route some issues to our partner companies’ service desk systems automatically due to SLA agreements, which is not easily possible.
  • This is not a real ROI, for our investment, both Atlassian’s professionalism and product quality brought us a plus from the customer side.
Sure there are other great service management products in the market. Since we use JIRA and Confluence heavily, Service Desk fits perfectly in the suite. As a brief example, after the customer creates a case, we can create an associated issue at JIRA for development team, after the issue is resolved we can convert it to a knowledgebase article for future use.
Historically, Service Desk was designed as an in-company Service Desk software as part of JIRA. At the beginning, it was awful to use it if you give service to your enterprise customers, due to the lack of features such as customer teams. For now, it is better. Still, its native design is for in-company individual customers. However, it's built-in integration with JIRA, Confluence, some other great products from Atlassian, and its capabilities to integrate with third-party apps makes it great.

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