One stop for all of your service desk issues
January 21, 2020

One stop for all of your service desk issues

Meenakshi Kartheek | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Jira Service Desk

JIRA is being used by the help desk team as well as a tool by the business team to submit tickets related to the CRM. Specifically by the business team, (end users) who use the CRM to enhance the business and generate revenue. JIRA Service Desk has made communications easy and saves a lot of time when it comes to time lag due to emails.
  • Ease of navigation.
  • Self explanatory.
  • Need to change sprint status manually.
  • Workflow implementation is quite complex.
  • It was a little expensive but the team got pretty agile using it.
  • There are a few add-ons that are a bit confusing but adding them really expands the uses of the product.
Being a past user of JIRA has helped a lot in making a decision. When I first used it, I could learn to navigate in a day's time. I knew my way through most of the functionalities. The dashboard creation was also a piece of cake. The CRM software that we used in the team was Salesforce, being the maintenance and enhancements team for it, there was a strong inclination to use Salesforce Essentials, but we figured out that JIRA would make things easy for business owners.
There was not much interaction with the JIRA Service Desk support since most of us knew our way through it. But we did interact on the pricing aspects and also regarding access to users. We have our own internal JIRA support group that adds users with certain accesses when we send them an email.

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I have been a user of JIRA software in the past, and also a current user of Service Desk. One of the best uses for it is that it can be used in a team that is collocated and can also be used to plan sprint activity. Business owners/product owners can add their list of backlogs which will be readily available for prioritization during the refinement meeting.

Jira Service Management (Jira Service Desk) Feature Ratings

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