Modern and Easy to collaborate ITSM tool
May 05, 2022

Modern and Easy to collaborate ITSM tool

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

Overall Satisfaction with Jira Service Management (Jira Service Desk)

Jira Service Management helps manage multiple teams to collaborate and work together efficiently. The UI is very straight forward and a customizable tool to manage the requests and SLA's. It's cost may be high compared to its competitors although it has customized pricing plans based on the implementation scale. It's automated ticket routing facility stands out.
  • Integration options
  • Automated routing of tickets
  • User Experience
  • Reports Section - Need to have more customizable fields
  • Pricing
  • Performance is slow (sometimes)
  • Visibility for the entire team by logging the requests in a central repository
  • Tracking of issues and response time to client has been improved
  • Automated ticket routing enables user to take up tasks instantly

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

Not sure

Are you happy with Jira Service Management (Jira Service Desk)'s feature set?

Yes

Did Jira Service Management (Jira Service Desk) live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Jira Service Management (Jira Service Desk) go as expected?

I wasn't involved with the implementation phase

Would you buy Jira Service Management (Jira Service Desk) again?

Yes

Integration with Opsgenie has made the incident management process very seamless. One thing, that I feel they could improve on is the reports section where they could have more customizable options. On the whole, it is a straight-forward tool to manage your requests and their customer support is prompt on the query resolution.

Jira Service Management (Jira Service Desk) Feature Ratings

Organize and prioritize service tickets
8
Self-service tools
7
ITSM collaboration and documentation
7
ITSM reports and dashboards
5
Change requests repository
7
Service-level management
8