My Jira Service Desk Review - Great Software!
October 24, 2019

My Jira Service Desk Review - Great Software!

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Jira Service Desk

It is being used by several depths across the company. It is being used to handle requests, from either internal or from external places. It is needed to organize the incoming requests and workload. Each business unit uses it to fit their own workflow, and customized it to meet their needs. Since each unit has its own business process they each use the it slightly different, but the overall use is general the same.
  • It has all your requests/ tickets organized well.
  • its very easy to setup or change the workflow of each request.
  • it takes minimal training for users to learn how to use the program.
  • Dashboards can be easily created and updated when needed.
  • The ability to searches and see old requests is every easy.
  • The ability to easily modify the email notifications per user, a user can get a ton of notifications for a single request
  • They need to figure out a way when requests are opened by email that need to go to multiple departments
  • There needs to be an easier way to transfer and notify other departments when a request is being transferred over
  • A lot of of the backend setup for filters and dashboards take some time to learn how to do it properly
  • Overall the impact using Jira Service desk has been very positive. We started one a few departments using it and then expanded to many more.
  • A single place to have all requests, in an organized and easy to use place
  • It has a robust search engine to look at old and closes Jira's
  • The capability to link and transition Jira' s to the next step is great
I dont have experience using any other similar products
We have a dedicated internal them that handles all the setup and maintenance. They reach out to Jira Service Desk when they need to, to get updates, fixes, patches, support etc.

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


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


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

I wasn't involved with the selection/purchase process

Did implementation of Jira Service Management go as expected?

I wasn't involved with the implementation phase

Would you buy Jira Service Management again?


Jira Service Desk is well suited to a place to organize and see all the open requests and todo tasks. Each task can be transitioned to a customized workflow process. Each request can be flagged with components and labels. Each one can be linked to other cases that are either duplicates, related to or dependent on.For any workflow process that deals with cases that need to be follow up on and taken care of Jira Service Desk is well suited for it.

Jira Service Management Feature Ratings

Organize and prioritize service tickets
Self-service tools
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
Change requests repository
Not Rated
Service-level management
Not Rated