Jira Service Desk is a great option for a small/medium sized business for many reasons.
Anonymous | TrustRadius Reviewer
April 24, 2019

Jira Service Desk is a great option for a small/medium sized business for many reasons.

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Jira Service Desk

JIRA Service Desk is being utilized by a segment of our company for helpdesk tickets and project boards. I am currently rebuilding a new platform from scratch to support the entire company, including Confluence. The goal is to have a central location for issues and requests rather than multiple points (instant messaging, email, Salesforce, and notepads). Tying it in with Confluence gives us the ability to allow employees to solve the issues themselves and hopefully cut down on submitted tickets.
  • When typing up a summary for an issue, the suggestions from Confluence are excellent!
  • Setting up ticket queues for agents is easy and can be filtered based on rules written in JQL (or using the basic rule picker). I am able to set up queues specifically for whatever rules I want -- for instance, critical tickets that are 30 minutes away from the "time to resolution."
  • Search and filter features are nice because you can build and save a filter, grant access to that filter to any users/groups you want, and even subscribe yourself or others to that filter to be notified via email on a schedule.
  • Some of the built-in functions and workflows are surprisingly limited given the fact that you can customize a lot with JQL. These limited areas do not allow you to use JQL. For instance, the built-in notifications are lacking. They have one that is great-- "notify on critical ticket creation"-- EXCEPT that it does not allow you to notify a group or anything, only individual users.
  • The ticket interface is a little odd for agents. Changing the status is not a simple drop down from unassigned to open to in progress to pending, etc. There are a couple of tabs ("investigate", "pending", "workflow") where you can change the status in different ways. Maybe I am just not used to this way of doing it, but I feel like it could be simplified.
  • It can get complicated deleting/changing some of the out-of-the-box fields and rules, because you never know what will break workflows or other automated/built-in features.
  • It is definitely cheaper than Salesforce
  • It allows the IT service desk to be more organized and respond more quickly to tickets, which can save time for both agent and requester.
  • Some things are "not quite there" developmentally, so this means that internal IT will need to spend more time developing and testing the product.
When I evaluated Spiceworks, it was not going to be replacing any ticketing systems. However, I did evaluate it and was not extremely impressed by the short demo I did.
JIRA was selected because a branch of our company was already using it, so it made sense to consolidate into one service desk solution, and JIRA was the better option since it was less expensive and geared towards being a ticketing system.
I really like the ticket submission system. It is very easy to use for an end-user (in my opinion), especially if it is designed well by IT. The ticket type has a list of fields (required/optional) you can display to the end-user when they are creating a ticket. This makes it much easier for them and, if you don't require all the fields to be filled out, they can just leave them blank.

Jira Service Desk Feature Ratings

Organize and prioritize service tickets
10
Self-service tools
10
ITSM collaboration and documentation
8
ITSM reports and dashboards
5
Change requests repository
8
Service-level management
7