Modern simple service desk sofware that anybody can use
January 23, 2020

Modern simple service desk sofware that anybody can use

Viktor Mulac | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Jira Service Desk

Jira Service Desk has been for years implemented by various client companies, bringing transparency into and improving the manageability of internal and external client's requests and complaints. It has also been part of several software development projects. The main benefit aside from greater transparency and order, is a significant shortening of resolution time off requests, positively impacting user/customer experience. Also, in the SW development area, the positive impacts comprise saving a LOT of time of developers, testers, etc. and allowing them to focus on their core activities.
  • Easy to use! That's half of the success.
  • Integration with Confluence is a great feature, allowing us to merge tickets with knowledge base. Very useful by software development or when you aim at first-call resolution of user or client requests
  • Further integration with tools such as Enterprise Architect would be nice.
  • Maybe a free to use limited license would be nice for small projects/teams.
  • Ticket resolution time dropped by 40% by one of the clients a) because it was suddenly measured and b) the benchmarks were set realistically for each position in the workflow - basically, one can calculate a 40% decrease of required service desk capacity before and after service desk was introduced.
  • Classification of tickets brings transparency in how many tickets relate to what topic and which priority was attributed by the user (or later up or downgraded), it helps to plan resources way better than without using such reports. Suddenly one can see that a significant portion of service desk tasks are not related to the core business or should be resolved, e.g. in the self-service portal. Jira SD helps to build a business case for this.
  • Various intranet custom made tools, usually focused on a specific area in telco, banking, utilities, production, etc. with excellent support for general tickets and with links to company core processes
  • Zendesk Support, Happyfox
  • Excellent collaboration tool, incident, and problem management, all essential features well included
  • Nice enhancement for IT development integration in the form of a link to Confluence
  • Great tool for service level management, provides comprehensive service level requirements / SLA fulfillment overview, helps managers to keep a clear overview of priorities
  • Very good automation and integration features

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Well suited
  • Any service desk or helpdesk process, this is its core business, and it does it very well
  • Great for IT solutions development with tens or more developers, analysts, architects, testers, etc. or even by small isolated software development
  • Great tool for team management also in agile, you can check the burndown charts on a mobile device in less than 3 seconds when the project sponsor asks you in the elevator
Less appropriate
  • It does not replace document management or specialized knowledge management tools or even e-learning solutions, as some companies tried.

Jira Service Management Feature Ratings

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