Jira: Great Service Desk Tool
December 17, 2019

Jira: Great Service Desk Tool

Matthew Andrien | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Jira Service Desk

I was asked to help implement Jira Service Desk for one of my clients that would be used through the entire organization. It was used to resolve any help desk issues that their employees had. It made it easy for them to submit a ticket and track the progress of it. It also made it easy for the IT team to review and delegate the ticket to get it resolved in a timely manner.

Pros

  • User Friendly Customer Portal
  • Easy to track tickets

Cons

  • Learning Curve
  • Price
  • Definitely ROI
  • Quicker turn around time for both End User and IT department
I think JIRA Service Desk is very similar to many products out there, but for users who currently use JIRA for their projects, it makes the transition much easier and users will be able to see the progress of their ticket throughout. The price is higher than many of the other competitors.
I really like working to implement this tool for the end users because I have been in the situation where I too have had issues and had no way of knowing the turn-around time, but with this tool the user can easily report their issue, provide as much detail as possible, and have it fixed in a timely manner.

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

Yes

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

I really liked how easy it was for both sides (end user and IT team) to fill out and quickly complete the issue submitted. It definitely makes sense to use at a medium-large size company compared to a small one. For the price and the setup, a smaller company could get away with email tracking.

Jira Service Management Feature Ratings

Organize and prioritize service tickets
9
Self-service tools
8
ITSM collaboration and documentation
8
ITSM reports and dashboards
10
Change requests repository
8
Service-level management
10

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