JIRA Service Management Reviews

Jira Service Desk integrates well with other Atlassian tools. I like the weekly sprint and backlog views. Very easy to create and track an issue.

There is a little bit of a learning curve and it takes time to master every feature. The user interface is a little difficult to learn.

What I liked is the intuitive system of being able to provide a client with a ticket of some incidence of their software, in a very easy way for the client to understand, with templates and sending emails, this makes it much easier for clients and fast alert of incoming tickets make this tool very good in its support team, also project management, assigned tasks graphically

What I liked the least is that there is a learning curve a bit long to understand what you need from the tool since the tutorials are good but you can get lost in them with so many things that some contain instead of focusing on what you need

Newbies to JIRA Service Desk can get a service desk project up and running in less than 30 minutes. If your organization is already using JIRA for issue tracking, then having a help desk with Service Desk is a no brainer. It allows you to integrate software teams and IT teams better within the same ecosystem.

The benefit of JIRA Service Desk, when compared with other help desk tools, is the customizability of your workflow. You can set up a workflow to be simple (with Open > In Progress > Closed statuses) or complex (with other statuses like On Hold or Waiting for Customer).

SLAs are highly configurable, with the power of JIRA's JQL functionality. So one can conjure up a query to fit their SLA needs. With the addition of custom fields, a Service Desk administrator can create fields to capture important information to streamline the help desk process.

Having Confluence also provides more benefits in which you can integrate an existing knowledge base space to a help desk project and self-serve your customers.

Finally, being in the Atlassian ecosystem enables you to add additional functionality and enhancements with the use of Apps. There are close to 1500 apps available for JIRA, and many are constantly updated by the app developers.

Administering JIRA Service Desk (and JIRA in general) can be daunting for a new user. With a number of customizations that one can do in a JIRA application, there will come a time where there can be a performance impact on the environment if the application is not governed well.

The Customer Portal (customer facing interface) is spartan in terms of customization. You can only customize so much, but it is limited in terms of branding it to suit your company's design specs.

When you use this application as an addition to JIRA, it is a great tandem. I adviced my company to use Service Desk when we were discussing how to receive bugs and ad-hoc requests. We are using this application fro several years and we do not think about changing it.

The only bad point that I can mention about Service Desk is its price. A lot of clients I worked with complained about it. They manage really carefully the number of users that are Agents (users you actually pay for), and get really upset if they were not carefull enough and their bill was higher then they expected.

Jira looks design exactly for Agile methodology implementation. You can plan sprint runs for projects and as you know "To complete something you should set a Date for it". The board is very clear and easy to interact with. All tasks are saved in the backlog and considered while sprint planning so it's easy to distribute the tasks through a team.

When you start a sprint tickets cannot be moved freely until you enter the ticket and set manually "Begin to Development

We use this software as a front-facing user portal to submit bugs, hardware issues, service requests, etc. I find that it performs this task admirably.

The system for queueing things is clunky until you figure out it's features, then it's a little slow. I would love the ability to define custom actions on the issue page to remove multiple click issue transitions, like 'transfer to x project'

As an existing Atlassian customer we were in the market for a new tool to manage our incidents, problems, requests, and changes. Jira Service Desk was simple to configure and deploy to our IT Service Desk.

In an effort to reduce the workload on my Service Desk technicians I want to make ticket creation simple as possible. Jira Service Desk can require a lot of clicks during ticket creation.

I like that it is so customizable - you can create different directories, workflows how to solve a task, say how important tasks are.

When there are many teams and the service desk ticket count is high then the resource needed to load the page jumps up - but its just few more seconds.

You can customize the system to work with your business. Its great for Agile and allows for a progress tracking of issues from start to finish. It also integrated with sales-force so you can add affected cases to your jira ticket.

It can be difficult to search for issues in Jira, if you dont remember your ticket number plan to spend some time looking.

Trial version has no feature limitation in the time period. You are able to customize your dashboard, very nice selection of defined reports.

Limited to one domain, not the best for integrated knowledge base, customer support answers always seems to be wait for the next release.

Our intake team would not be able to survive without JIRA Service Desk. We direct all employees to the platform with any technical issue they have, and it keeps all of the requests organized and streamlined. We really like the collaboration functionality since we often have multiple people working on the same ticket, and being able to upload files and screenshots of the user experience makes working through the reqs a million times more efficient.

The downside is when JIRA is making a system update on the backend, it impacts the whole system for a while which puts a stop to our work temporarily. They usually fix bugs in a very timely manner and try to do entire upgrades over the weekend as to not interrupt workflow.

Managed queues and interactive reports - this is what our company needs in order to make it as easy as possible for employees to work and systematize customer requests. Now we do not need to sort all the orders, in manual mode, set priorities, etc.

All the functions of the service are difficult to master, but it's very good that the guys from technical support react quickly and help. Another advantage is the availability of a large number of training video courses and seminars. So the service does not have big shortcomings.

I like that it has all of the features of Jira along with a modern support desk. We can customize workflows, fields, etc all while maintaining a quality customer experience

The customer portal needs more branding and customization options. For example, I'd like to use this to build out a content rich landing page to start the support experience.

Simple setup / configuration
Integration with Jira, other Atlassian products
Extension add-on ecosystem

Ability to customize the front / UI can be better though this is improving and can be done with add-ons.

Lots of customization, fits in with the development team in house and makes it easy to pass second/third level tickets back and forth, Support is GREAT.

It's hard to setup, expensive, lots of options, if you can't go with the hosted version you're always going to be spending time doing updates.

Flexibility, powerful features, smooth operation and overall the product works as designed. Enables large scale issue handling.

SLA Triggers are difficult to understand (what will pause or stop an SLA) there is also severe deficiencies in the monitoring and auditing of incoming mail handlers in Service Desk

Ability to slice data; quantify team output; easily see where we need improvement. Dashboards have proven to be an easy way to depict this to senior management.

Would like the ability to customize the skin like confluence. Allow different projects within the same instance to have different look and feels.

Very flexible tool, very useful in seeking assistance especially to our IT team, very simple and user friendly

It takes some expertise to set it up to suite a team's particular need. Most teams will need some JIRA/JIRA Service Desk expertise from someone to set it up. Once that happen, using it is easy

Scalability and the ability to roll out easily to the team. We have a lot of teams interested in building boards in the teams through out the company

Ease and we are looking to have a system built in where you can bulk assign tickets to users on the service desk

* Great customer portal
* Links up with Confluence as a knowledge base (Be sure to get all of your permissions triple-checked before unleashing this to your customers)
* Easily integrates to JIRA, if your dev team is set up on this

* Poor documentation
* Default responses show to customers, so be careful!
* Seems more apt for internal IT support rather than customer facing SaaS companies

It's extremely customizable and the administrative configuration is really intuitive. It's also a great value from a cost perspective.

All of my previous concerns were addressed in the most recent release. It really is an enterprise-grade solution.

Very details and easy to use. Getting around the menu are easily labeled. You are able to use it to log time.

Searching is not as easy as the use of the software. Searching for specific issues can be a little complicated.

Search capability with knowledge is what we like. Much easier to search for where to submit issues.

The ability to personalize the front page.

Once you get to understand ALL the functionalities Jira can offer, you will love it. You can bind it with a lot of other software for project management, so all the info can be inside Jira.

It needs more training material. It has so many functionalities, that if you don't look online you will not be able to find those

It integrated perfectly with JIRA as it´s a extension of it but the ease of use of this tool is amazing. You a few steps you get your service desk implemented.

You need to use JIRA, meaning that you will need to configure it before working with this tool and this will be a big configuration task.