Great, highly customizable and scalable ticketing system
May 17, 2019

Great, highly customizable and scalable ticketing system

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

Overall Satisfaction with Jira Service Desk

JIRA Service Desk (JSD) is being used by our organization as our primary ticketing system. IT, HR and other centralized company departments use this software as a means to communicate between and users and the support staff. It solves the business problem of keeping track of a large multitude of requests and efficiently storing and keeping track of information that can be pulled up in seconds whenever the need arises. Its ability to be customized to our specific needs makes it a truly valuable tool for our organization.
  • Highly configurable Notification Scheme, allowing free customization on who receives notifications and when
  • Ability to add extra features through the highly diverse Atlassian Marketplace.
  • Simple and highly customizable ticket interface. The Software can be almost completely branded in every aspect to represent your organization.
  • Integration with JIRA Software allows support tickets to be moved into other Log Term projects as necessary.
  • Ability to control the number of email notifications received (Note: this is a new feature in the Latest release but I personally haven not extensively looked at it and how well it solves the existing problem).
  • No way to reply to multiple tickets at once, say you got 4 tickets in for the same issue, there is no way you can reply to them in one stroke. Other Ticketing systems do have this ability.
  • Using a large number of add-ons to customize and add additional features adds up quickly and can become rather expensive.
  • Request forms are very basic and there is no native dynamic field ability available.
  • Saved our business lots of money by switching to JSD from Zendesk
  • Allowed the company to integrate the Ticketing System with our Project management system. Tickets can flow freely between the 2 applications
  • More teams, such as our facilities department have started using ticket tracking rather than conventional phone calls and pen and paper
Zendesk is a similar ticketing system that our organization used before JIRA Service Desk. The main drawback of Zendesk was that it can only be used as a cloud service. This means that our company data would be living on the internet at the hands of their security team. Another drawback of this is the price is significantly more expensive rather than hosting it yourself. Zendesk does have some additional features such as commenting on multiple tickets at once that JSD does lack. However, switching to JSD was significantly more cost effective because we have the ability and the infrastructure to host our own ticketing system, something that Zendesk could not provide. Ultimatley switching to JSD saved us money and allows the ability for integration with all of the other Atlassian Suite products that we use on a day to day basis.
JIRA Service Desk is an integral part of the entire Atlassian Suite that we use at our organization. Some of its strong suits include easing the communication between end users/customers and the support teams. The added feature of internal only communications allows agents, users who respond and work on requests, to add comments that only they can see. This is important for roping in others on a particular request without the end user seeing all of the unimportant communication. One of the areas that JSD is less suited for is communications between internal teams and customers at the same time. When the submitter of the ticket is already an agent and starts commenting with internal comments, they will not receive notifications when others reply also using internal comments. This can cause confusion and loss of time due to people not seeing notifications for comments in a timely manner.

Jira Service Management Feature Ratings

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