A Solid Product for internal-use Jira Service Desks across Departments
February 23, 2020

A Solid Product for internal-use Jira Service Desks across Departments

Glenn Burnside | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Jira Service Desk

We started using Jira Service Desk mostly for equipment purchasing requests, but since then, it's grown to be a key mechanism in how our team members ask for support between teams and departments. We have service desks for IT, HR, Accounting, Marketing, Sales, and Service Delivery work requests now. It's become an integral part of how we initiate and track work to completion.
  • Easy Requests for Work
  • Streamlined progress updates and requests for more information.
  • Creating new Request Types is time-consuming and usually requires expert intervention from our IT team for everybody's desk instances.
  • When work items are incomplete for long periods, nothing triggers extra alerts or notifications to management without them polling for it.
  • Reduced instances of lost or incomplete work requests
  • Raised visibility of systemic issues needing attention at a more preventative level
We selected Jira Service Desk because we were already Jira users, and the price point was easy to absorb. Our experience as Jira administrators made it easy to customize Jira Service Desk to our needs.
Atlassian support is pretty thin and transactional - when we have issues, we know we're just putting our issue in the hopper and hoping it gets looked at. Most support seems to happen in another time zone, so it's typical for us to log an issue with their support team and not hear back until somewhere in the middle of the night.

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Getting internal service desk help interfaces set up quickly. As long as you're willing to opt into the built-in issue types and request types, then set up and usage is straightforward.

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