Jira Service Desk Review
October 25, 2019

Jira Service Desk Review

Laura Goeb | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Jira Service Desk

Multiple departments use JIRA in our Company. It helps us organize our e-mails (tickets) to ensure we are keeping track of and complete all of our projects. Employees are satisfied because they can keep track of the progress or status of their issue or concern. We can assign a certain issue to specific people.
  • Keeps everyone organized, each employee can keep track of their tickets.
  • Running reports to ensure that everyone doesn't miss the SLA.
  • Attaching files can be difficult, as it's hit and miss with employees.
  • External users cannot log in to choose a specific issue.
  • Ensures that we don't miss an email.
  • Keeps everyone on track.
Easy to get have our IT team to assist us with troubleshooting.

Do you think Jira Service Management delivers good value for the price?

Not sure

Are you happy with Jira Service Management's feature set?

Yes

Did Jira Service Management live up to sales and marketing promises?

Yes

Did implementation of Jira Service Management go as expected?

Yes

Would you buy Jira Service Management again?

Yes

It is good for a larger company, as we have close to 2,000 employees. It is also good for someone who receives hundreds of emails daily, as it will help keep everyone on track. It is less appropriate for someone who works individually or prefers to work at their own pace.

Jira Service Management Feature Ratings

Organize and prioritize service tickets
10
Self-service tools
8
ITSM collaboration and documentation
5
ITSM reports and dashboards
7
Change requests repository
6
Service-level management
8