Great tool for tickets management
January 13, 2020

Great tool for tickets management

Irina Danilova | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Jira Service Desk

We use Jira Service Desk to track technical issue tickets as well as some brand requests for website changes. It is a great tool to keep all the correspondence in one place and track the progress of the project/ticket. Jira Service Desk is very intuitive and does not take long to master by both technical and non-technical people, thus providing a great management tool.
  • Easy to create and track a ticket
  • Easy to add and tag others
  • UI could be made more intuitive.
  • Learning curve may be a bit steep for non-technical people.
  • Improved workflow
  • Effective bug reporting
We use Trello along the Jira Service Desk. Jira Service Desk is universal and is better for IT and specific requests (bugs), while Trello is work better for the tasks dividing on the team level. Jira Service Desk is on a higher price range than other tools, but it worth it, and once you master it, you gain a good understanding of how similar software works.
I had some problems with Jira Service Desk - especially during the high volume of tickets and correspondence - and the support team was always there to help most professionally and effectively. The issue report I simple, and the turnaround is pretty quick.

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Jira Service Desk is excellent for tracking the progress of specific tickets/issues/requests for both IT and Marketing teams in our organization. Jira Service Desk also is an excellent tool for communication between different branches of our company and IT team localized in another country. It may not be that great to track the overall progress of the company's projects.

Jira Service Management Feature Ratings

Organize and prioritize service tickets
Self-service tools
ITSM collaboration and documentation
Change requests repository
Service-level management

Using Jira Service Desk

Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Quick to learn
Feel confident using