Jira As a Service Desk
January 05, 2019
Jira As a Service Desk
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Jira Service Desk
- 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.