A Few Tweaks, Or Ability To Tweak, Would Make This Product Great To Work With
Updated January 13, 2022

A Few Tweaks, Or Ability To Tweak, Would Make This Product Great To Work With

Matthew Smith | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Jira Service Desk

We use Jira Service Desk as a corporate service desk. All issues within our company are submitted through the service desk portal and are then triaged to the specific groups that can help with the issue. We have set up multiple service desks for each specific group that are managed by the small teams in our department and that seems to work great.
  • Customizability.
  • Reporting.
  • Easy to use for users.
  • It's a little difficult in terms configuration- you should have someone dedicated to administration.
  • For as customizable as it is, there are some things you can't change. These small issues that don't really effect an individual ticket too much, but when you are dealing with dozens and dozens of tickets a day, small granular things add up.
  • A suggestion for improvement would be to allow a hotkey entry for quickly submitting a comment. You can do that for an internal comment (not seen by the user), but not for a public comment.
  • Great reporting.
  • Ability to generate immediate feedback after a ticket is closed.
  • Great ROI.
We decided on Jira Service desk because we were already using Jira and Confluence - we didn't want to buy a separate product when we were already using the suite. It was more of a business and financial decision than one based on capabilities. I would imagine that other companies who specialize in service desk might be more "user-friendly" out of the box.
Honestly, I think it's great for all situations. You might have some issues if you're a small company that doesn't have someone to set up and manage it in its infancy; you might struggle to get it up and running. But in many other cases, it's suitable. I'd also recommend it if you're already using the Jira suite.

Jira Service Management (Jira Service Desk) Feature Ratings

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