Who Uses This Software?

IT Teams. Growing companies moving away from using emails for support, who want a solution to be implemented quickly and who want to consolidate systems and use a single platform across IT.


Average Ratings

186 Reviews

  • 4.5 / 5
    Overall

  • 4 / 5
    Ease of Use

  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    $10.00/month
    See pricing details
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
    Installed - Mac
    Installed - Windows
  • Training
    Documentation
    Webinars
    Live Online
  • Support
    Online

Vendor Details

  • Atlassian
  • www.atlassian.com
  • Founded 2002
  • United States

About Jira Service Desk

Jira Service Desk is simply modern service desk software that's easy for anyone to use, simple for your admin to set up, and has everything your IT teams need out-of-the-box including automation rules, SLAs, real-time reporting, and ITIL-certified processes like incident, problem, and change management. Deliver great service, at a fraction of the cost and set up time of competitors.


Jira Service Desk Features

  • Alerts/Escalation
  • Automated Routing
  • Customizable Branding
  • Document Storage
  • Email Integration
  • Interaction Tracking
  • IT Asset Management
  • Knowledge Base Management
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket/Issue Tracking
  • Assignment Management
  • Dashboard
  • Escalation Management
  • Issue Auditing
  • Knowledge Base
  • Recurring Issues
  • Scheduling
  • Task Management
  • Audit Management
  • Compliance Tracking
  • Configuration Management
  • Contract/License Management
  • Cost Tracking
  • Depreciation Management
  • Inventory Management
  • Maintenance Management
  • Procurement Management
  • Requisition Management
  • Supplier Management
  • Capacity Monitoring
  • Compliance Management
  • Event Logs
  • Hardware Inventory
  • IT Budgeting
  • License Management
  • Patch Management
  • Remote Access
  • Scheduling
  • Software Inventory
  • User Activity Monitoring
  • Contract Management
  • Incident Management
  • IT Asset Management
  • Knowledge Management
  • Release Management
  • Self Service Portal
  • Service Catalog
  • Service Reporting
  • Ticket Management
  • Asset Tracking
  • Availability Management
  • Change Management
  • Configuration Management
  • Contract/License Management
  • Incident Management
  • Problem Management
  • Project Management
  • Release & Deployment Management
  • Self Service Portal

Vendor has not completed this information.


Jira Service Desk Reviews Recently Reviewed!


JSD has a lot to offer, but requires a lot to learn

Aug 21, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

2 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: - Lots of tools in one place

- Integrates well with other apps (especially other Atlassian products)

- UI is clean and user friendly (customizable to a sensible extent)

- Contains useful metrics that are easy to configure and gain reports from

- Has multiple layers of user settings available for custom configuration to correlate to preferred levels of access among agents, customers, etc.

Cons: - Email bounce in frequently fails (bugs?)

- Depth of Jira admin user knowledge required for strong mastery of this app; time consuming to acquire a reliable user knowledge (which is necessary to utilize the app with the least bit of efficiency)

- Help docs, support mechanism unreliable/outdated (needs to be fresh and current to be applicable to present version of app)

- Confusing settings requirements for some user modifications needs (esp. where mapping/editing workflow schemes are concerned)

- Completely inadequate amount of general helps/tutorials available outside of Atlassian (YouTube, Google search, etc. for example) which seems a bit suppressed by design. Atlassian offers extensive training, but at a premium cost.

- Costly for the overall effectiveness it provides, after factoring these negatives along with the user time required to really learn the application.

Overall: JSD offers a lot for any company needing to maintain a service desk to manage the support requests it handles from its clients/customers. Because it is a Jira (Atalassian) product, it is most likely utilized along with other Jira tools, and plays quite well with those. Due to this integration aspect, thought, the layers of security necessitated within user settings requires a considerable amount of learning/training, which is not easily attained without paying for it from Atalassian. And, while I understand, respect (and even applaud) the market-oriented principle of this, it does seem a bit intentional that there are no reliable helps available outside of Atlassian (for example, any tutorials you will find on YouTube for assisting with certain user configs, settings, steps, etc. are applicable to much older versions of the software, and to a great extent, are not applicable to the current version). This would not be a negative aspect if Jira did a much better job at keeping their own internal (free) help docs, etc. up to date, so as to apply to the current version, as well. Instead, if one wants highly dependable "helps" it appears the best way to achieve that is to pay Atlassian for their training courses (at prices that are obviously calibrated toward larger companies/corporations. And blindly undertaking such would seem risky if judged by the extent to which their free user tools are kept up to date. This is not, to my knowledge, the common experience with most apps.

Highly customizable and integrates well with the Atlassian ecosystem

Aug 23, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: 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.

Cons: 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.

Overall: Customization, integrations, workflows, SLAs

Unlike others, doesn't need complex configuration

Jul 29, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: 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.

Cons: 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.

Overall: With the help of Service Desk we get feedback from users about the bugs they find in the product. As the result, we fix them really fast. By adding fields that users need to add while submitting bug, we decrease time that is needed to reproduce bug or clarify the issue. Also, we can communicate with user directly if needed.

At the same time user can always get back and see status of ticket they submitted.

Also, it says a lot when you see Atlassian using its own product and using it really well.

Dig Deep Before Buying

Oct 23, 2018
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: JSD is relatively intuitive and easy to learn without needing tons of documentation. Initial pricing is attractive. A decent plugin community fills some gaps, but be expected to pay on top of the initial JSD pricing.

Cons: Many "obvious" features are either missing or do not work as expected.

For example: in many cases, once an internal user is added to an issue, they no longer receive notification about internal comments. This is completely unintuitive, unexpected, and has caused many people frustration: https://jira.atlassian.com/browse/JSDSERVER-3410

Another example: Email traffic about an issue is *always* public. Do not allow your staff to reply to JSD's emails as customers will also get emailed a copy! https://jira.atlassian.com/browse/JSDCLOUD-3499

The worst part is, despite there being a few years' of discussion, and new comments added monthly by newly-affected JSD customers, Atlassian has no comments on the issues.

In some cases a plugin (more $) can help, but in some cases even the plugin manufacturers can't help as JSD doesn't expose enough info in their plugin API.

Overall: It has solved some of our immediate business needs out-of-the-box or with moderate configuration effort. But as a full solution it is missing a handful of simple, but crucial, features. It definitely "feels" like a second version. It needs a third.

Excellent for big projects.

Mar 12, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

2 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Comments: A very compelta application, useful for small and large teams, but more thought for the big ones, allows you to have a complete follow-up of your project, apply agile methodologies and correct errors and have a record of them, it is excellent, use it and you will like it!!

Pros: Jira has very useful tools for managing projects, in my opinion you exploit its advantages when they are big teams, its main advantage is the follow-up to the development and progress of the projects, the errors that arise during the development process and the management operational, it helps you see more, to improve development times and correct errors for your next project, also has free trials so you can enjoy its benefits.

Cons: The truth is that it is a very complete program, but I think your biggest benefit is when you are big projects, if you are a small team I think other tools will be better suited, besides the price is a bit high.

JIRA Service desk is integral to our customer support, even though extensibility is a problem

Sep 21, 2017
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money

Pros: I think my favorite feature is the internal comments. It's simple, but really helps to have a side conversation with your peers about an issue before commenting to the customer.

Cons: I'm also an Atlassian plugin developer, and the JIRA Service Desk Java API is pretty awful to work with compared to the APIs for JIRA Core and JIRA Software. That makes extending JIRA Service Desk way harder.

I also don't quite like the stripped-down UI offered to customers through the customer portal. As a regular JIRA user, I resent missing features, like being unable to edit my own comments or being unable to see a preview of any rich text that I might add (such as *bolded* or _italicized_ words).

I have also heard from my peers that SLA calculations are really tricky to get right, and often behave in ways you wouldn't expect.

Marketing Team Uses JIRA Service Desk to Handle All Requests for Marketing

Aug 23, 2017
5/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: JIRA Service Desk is a great way to enable everyone at our company to request things from Marketing with tailored forms for each type of request .... for example, business cards, collateral for events, changes to our website, updating sales enablement content, go-to-market support, schwag requests, etc. No more emailing stuff. Employees just fill out a form and can keep up with the status of their request. Our Marketing team just goes through each queue a few times a week and delivers a transparent and trackable service. We know the status of everything....especially the requests that are behind....waaay behind. Which is great.

Cons: 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.

Overall: Our marketing team knows exactly the status of any request of our team. And so do the requesters.

Mostly excellent.

Aug 23, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money

Pros: JIRA Service Desk is a customer-first application. The integration with the Confluence knowledge base is excellent and the tool as a whole provides a streamlined, dead simple customer experience. Launching your first project only takes about a week--very speedy return on investment!

There are tons of add-ons in the Atlassian ecosystem that help extend functionality if there's something the tool won't do out-of-the-box.

Atlassian support has been responsive and helpful every time I've had to reach out to them.

Cons: JIRA Service Desk is not an all-encompassing solution for all things help desk or customer support. Language support for the customer portal is OK, but basically non-existent if you're using a linked Confluence knowledge base. There are many add-ons in the ecosystem that help extend functionality--but each one increases the complexity and maintenance overhead.

Up and running in no time

Sep 21, 2017
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Supports agile implementation since it its real easy to get started and adjust as you go.

Escalation is seamless since it is inside JIRA where our developers work.

Great user experience! Clean user interface and well thought trough features.

Easy to integrate and extend with the most complete API on the market.

Cons: No dynamic forms, i.e. you can show or hide fields depending on the answer given in another field (but can be solved through add-on).

Overall: Less pinging back an forth with customers to get all the information you need to help them. Easy to use form fields and form instructions make sure customers always fill out the right information from the start.

No decisions made in endless email threads that then get lost. Communication is in context and visible to everyone involved.

Love the tool! it is newer product with evolving capabilities.

Aug 14, 2017
4/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Individual teams can setup their own customer portals and service offerings without having special permissions. Our Teams are moving from our current Service desks products to Atlassian organically based on their experience (no company mandate)

Cons: There is no built in knowledge base to the product, you need to use Atlassian's confluence. additionally, Knowledge bases are linked 1 to 1 to a service desk project for how our organization works.

The base product is limited and need to use 3rd party plugins from the atlassian marketplace to provide capabilities that are standard with most other products.

Overall: Teams can manage their own service desk:

- Can manage own fields

- Can manage own workflows

- Can Manage and Create own services

Jira Service Desk Review

Nov 05, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: I used this software when I worked on a technical support help desk. I liked that the dashboard functionality and the ability to customize your view. There is a variety of widgets that are supported that assist with efficiency.

Cons: Our company worked with a separate company that also utilized this product. We created separate incidents in both systems if their assistance was needed. We noted each ticket with the relationship to the other's Jira system. While working in two systems was a con in regards to ease of use, this is not a fault of the software itself as there are obvious security issues in linking two companies together.

Overall: It is an excellent ticketing system, easy to use, and track incidents.

A Great App With Some Annoying Flaws

Aug 11, 2017
4/5
Overall

2 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

2 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Comments: Overall, Jira Service Desk provides a well rounded package for anyone looking to build a customer portal for helpdesk-type teams. It's an excellent choice if your company is already using Jira Software or Jira Business because the use workflow and editing workflow are very familiar and are one in the same for many things (e.g. Workflows & Screens)

Pros: - Adds helpful features that Jira Software doesn't support - Clean customer portal that allows for easy(ish) ticket creation - Integrates with Confluence to provide helpful articles to customers - Customizable time tracking SLAs with support for custom calenders and start/pause/stop automation

Cons: - The editing workflow is confusing and spread out - Lacks some common features that Jira Software had included for years (e.g removing email signatures from email-submitted tickets and comments) - Requires expensive add on to group multiple projects into one queue

Visibility made easy :-)

Sep 07, 2017
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Level of functionality available and the level of detail is fantastic and easily configured. I managed to completely configure on my own with the use of the articles in the kb and minimal support from Atlassian.

Cons: Difficult to completely personalize for my company completely as i am on cloud version. As an example it is not possible to have email sender not have atlassian in the email address or to make the look and feel 100% as i want it to be.

Can also get a little overwhelming with the amount of add-ons to get the functionality you want for the price you want.

Overall: Handling of issues

Visibility of issues

Service Desk reporting

Change Request management and identifying the priorities in developments

We have been using the Jira service desk for a couple of years - easy to get setup and started with

Feb 16, 2018
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

2 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: The best part of the package is the ease of implementation, particularly the hosted subscription - no worries about hardware, security or backups!

Cons: For the subscription implementation, there are occasionally changes made by the vendor for maintenance or security reasons without clear advance notification or a complete understanding of the impacts. As with any SaaS solution, vendor changes can be disruptive - even sometimes deprecating used features.

Overall: The Jira Support Desk provides relatively straightforward integration with other Atlassian tools such as Bitbucket, Confluence and Tempo - we are ably to scope our support effort, track the resources expended and provide timely insight.

If yu nd t mmunt wth smn wh s nt n yur ff s n xllnt tl fr ths.

Dec 06, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Vry wrful tl fr mngng grus f sftwr dvlrs wrkng n svrl rjts smultnusly. W wr bl t us ur rsurs n muh mr tml frm, whh hld us t xut rjts fstr nd slv rblms, t sly trk th stt f sf tsks n dffrnt rjts nd mntr rfrmn t dffrnt lvls. Also ths tl s xllnt f yu nd t trk tsks r tm. Thr r mny lug-ns tht yu n nstll t utmt suh thngs.

Cons: Th ltfrm t frst my sm dffult, but whn yu hv nugh xrn, th ltfrm mks yur wrk vry sy.

Service Desk, a great intake tool for Jira

Dec 05, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: 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.

Cons: 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'

Overall: We needed a way to take in user issues and then sort them into the teams that need to handle them. Service desk provides a great interface for our current issue tracking system, so it was a no-brainer.

A Great Ticketing System

May 10, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money

Pros: We have just begun using a Jira-based ticketing system to gain support from one of our vendors. So we are users rather than Administrators. However, our experience as users has made us strongly consider Jira for future projects and support implementations.

It has a fantastic user interface with a decent amount of features. That said, our vendor did a slow-drip on features for us, and I'm not even convinced that they have enabled all of them yet. But just from what we've experienced, we love the software.

Cons: The slow-drip of features from our vendor (such as seeing who is posting a response) initially made us think that Jira was to blame, but that clearly wasn't the case. I am still uncertain of whether certain features just aren't available or haven't been turned on for us, but I am confident that Jira is a reliable tool for ticketing management.

Honestly, the bar is pretty low for ticketing software in my opinion, as I've seen a lot of poor software in this environment. Jira is definitely the best that I have seen so far, and I am hoping it will continue to improve. I look forward to us potentially using Jira to support our own users, so I can see it from an Administrative point-of-view.

Capterra loader

Honest review

Oct 09, 2018
4/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: As a software Tester, I have found over the years that Jira is essential for tracking bugs with our developers and seeing which issues are ready for deployment. This softaware can be used really for any type of business.

Cons: Creating Custom search filters was the hardest part, as there was not a lot of documentation at the time. I feel like there are a lot of features that are in the software that we do not utilize due to the lack of documentation.

Overall: Overall I would recommend Jira, it can be time consuming to initially set up, once that is done it's smooth sailing.

Awesome ITSM tool

Dec 01, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: We use it for getting tickets from our customers and internal employee ranging from bugs, vacation request, improvement, order coffe and legal advice! Very flexible. We use also it attached to a strong asset management add-on

Pros: Easy out of the box customer portal email integration extreme powerful workflow lots of integration available Great integration with Confluence! Extremely expandable with tons of add-on

Cons: no native PBX integration but you can build one

Recommendations to other buyers: If you whant a modern ITSM tool that speaks the language of your developers but can talk easy to your customers (internal and external) then go for Jira Service Desk and add Confluence too!

Easy to use , not hard to setup, lots of addons

Sep 21, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Very easy to use customer portal, easy to setup SLAs, many addons for almost anything. Potentially indefinitely extendable with the webhooks. Incident-, Problem- and Change Management come out of the box, just add Insight for JIRA and you get a full Configuration Management and Request Fulfilment solution

Cons: Hard to write own addons, internal API could be documented better. For more complex portal ages you will need addons. Integration with Statuspage only for the cloud edition

Overall: Easy and fast setup, high end user acceptance

Jira a great way to manage

Apr 13, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I really like the ease of use with JIRA. We are able to track changes internally very easily. I can set several parameters to truly customize the experience.

Cons: I wish there was an option for a user to change the color scheme. The UI is very bright and white and I wish there was a darker mode that was easier on the eyes.

Overall: I am able to track all of the internal changes of the company. As well the transparency of the system is great. There is not a lot of things you'll need to learn as it is really easy to use.

Great tie-ins to JIRA Agile and Confluence, clean UI, very easily customizable, personalization too!

May 30, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It's definitely an accessible software - I particularly appreciated that customization was fairly easy even for non technical resources. It didn't require a system admin nor engineer to make changes - non developers can easily understand the layout, ui, etc.

Cons: the visual cues and aids are not terribly colorful or robust, the design is simple but it wouldn't hurt to go through a facelift to make it look more modern, dynamic, and interactive.

Capterra loader

Flexible and customizable without complication

Nov 20, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Ease of use

Customization

Dashboards

Integrations

Cons: Limited Email Functionality

Some custom settings require system file changes

Limited reporting

Overall: We tried both JIRA Service Desk Cloud and Server but chose server so we could maintain our own data. Both products allow us the ability to track support tickets and internal projects across several departments. JIRA's basic features are good, but some of our features required we purchase add-ons. For example, we needed the ability to export reports in formats that the basic reports did not allow, needed to display specific reporter information on each issue, and the ability to CC, BCC, and set importance on an email notification. This was all possible with add-ons.

Helped simplify the customer support experience and connect the support team with developers

Sep 13, 2017
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

Pros: How it interacts with the rest of atlassian's offerings means that entire companies can be integrated on the same platform. From a customer support point of view it is very easy to track tickets, properly escalate, and properly resolve

Cons: There can be some struggles in finding the exact workflows that work correctly. Additionally, there have been some issues with notifications sending to customers outside of the organization. If these customers miss the notifications it can hinder the communication they are receiving if they do not check their portal.

Functional, easy to use, and effective for our ITSM processes

Sep 18, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
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Pros: 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.

Cons: 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.

Service desk that works well with other JIRA tools

May 21, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: Since we use JIRA Software, it was just a matter of time until we decided to implement JIRA Service Desk. So far it's worked fairly well and gives us a central location to manage our helpdesk requests from our employees. Being a JIRA product, you know it's powerful, but you also know that it takes a bit of work to get it up and running. You also know it's not going to look too sexy ;) It does it's job and gives us a good place to manage our tickets and gives our users the option to leave feedback, which helps us do our job even better.

Cons: It's JIRA, it's not the most aesthetically pleasing tool, but it does what it advertises and help us more easily manage our tickets.

Easy to use, well integrated with other Atlassian products

Feb 25, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to use

Powerful and extensible

Pricing model based on agents, it is not cheap but you can have unlimited customers for free

Cons: Not so mature in terms of reporting, automatic queue management, etc.

Overall: I have deployed Jira Service Desk at a big online university in Spain. They had already other Atlassian products such as Jira and Confluence.

The alternative was Freshdesk, but Jira Service Desk had a way better integration with Jira, the tool they are using for all the software development, issue tracking and project management. It is also very clear in the usage model and configuration.

The product has evolved nicely from V2 to V3.

Best solution in market for any Digital/IT company

Mar 20, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: 1) Extremely well thought of ticket management via Epic links, project buckets etc 2) Issue collector functionality that can be directly embedded to websites and web portals 3) Tickets can be linked with other Atlassian products like a Conflience page or bit bucket 4) Easy to create and manage sprints

Cons: 1) Third party integrations are not available/limited like that with google drive etc. 2) There are few free solutions that offer something similar. Not as rohbust as JIRA but might still do the job for few.

Very flexible. Integrates great with other tools.

Sep 27, 2017
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The configuration is easy and most flexible concerning workflows, screens, fields and so on. There are many add-ons available in marketplace to enhance it's functionality.

Cons: You can not disable or customize the Welcome-E-Mail for new customers by configuration (there is some workaround by coding, but that can't be it!). Definitely an absolute no-go. Please fix asap!

Jira is great for tracking issues, bugs and project progress

Mar 25, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: 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.

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

It has been good and we are happy with the number of features that have been added.

Sep 14, 2017
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: How easy it is to use. It has been easy for us to deploy and expand on campus. We have lot of users that are have commented on how easy it is to use over our old product.

Cons: Flexibility of portal. I wish the portal had more options in how it can be configured and segregated. It would also be nice to have multiple emails flow into a single desk.

We use JSD so external customers can submit requests via the portal and we get away from emails!

Aug 16, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: How customizable it is! We have customers submit support requests via the portal now and the requests are routed according to what was selected on the portal. It has allowed us to get away from email monitoring and doing a copy/paste to create issues manually.

Cons: How customizable it is! There are a TON of options and a lot of free videos, but ultimately it takes a LOT of trial and error to get things set up the way you want them.

Overall: Jira & Jira Service Desk allow us to have a central location for all of the issues we are working on and tracking. There are so many more things that we want to do with the software, especially converting our manual monthly metrics into reports that can be generated automatically!

If you're already using JIRA and want an east to use help desk, JIRA Service Desk is an easy choice

Aug 24, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: JIRA Service Desk has a simple interface for customers. It integrates with Confluence so find information and don't have to create a new ticket. And works well with JIRA.

Cons: It's not easy to modify the UI at a deep level.

Internationalization is still a work in progress

Only scales to dozens of help desks in my opinion

Complex software that is really powerful.

Mar 14, 2017
4/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: That it is so versatile and customizable, and solves so many problems for our business. It helps us have a clear view of all the tasks going on with our team.

Cons: It can be a bit confusing to configure, and because it has so many configuration options, I can get a little lost in figuring out the best way to make it work for me.

JIRA Service Desk is not a Help Desk tool, it's much more

Aug 27, 2016
5/5
Overall

4.5 / 5
Ease of Use

4.5 / 5
Features & Functionality

4.5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The integration between their tools is awesome. Obviously JIRA Service Desk uses JIRA in the back, which gives you all the powers of a regular JIRA project. But that's not all! You can link your JIRA (Service Desk) with Confluence (knowledge base), HipChat (quick and easy communication via chat), and much more.

Cons: The product is only a couple of years old and has been growing a lot. Until a couple of months ago we were really missing the WYSIWYG editor for customers logging a request but as usual Atlassian has resolved that issue by releasing a new version that includes this WYSIWYG editor.

Recommendations to other buyers: Basically the way I would start evaluating every piece of software. Start small, grow big. So start using JIRA Service Desk within a single team with a small amount of end-users they are supporting. Believe me when I say, these end-users will start asking to use JIRA Service Desk at other places as well. (At least that's what happend at my company)

Powerful service desk tool

Feb 06, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Lots of integration between the JIRA tools which makes JIRA SD an easy choice. Customizing workflow is easy and it's fantastic at keeping all our requests in order, too. The collaboration function is awesome. Several people are able to work on the same ticket at the same time which is essential to solving more complicated issues. User portal is pretty intuitive and makes it easy to file tickets.

Cons: Customizing your reporting is a learning curve and can be frustrating. When the system is being updated it goes down entirely, which can be a pain if that doesn't work for your schedule. These are usually done in the evenings and weekends, however, so it's not that big of an issue. On occasion, lag can be an issue. JIRA SD may not be a good choice for smaller businesses because it is on the expensive side.

We believe in Jira Service Desk

Sep 21, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: We decided to use Jira 2 years ago and never regret our decision.

Pros: - Ease-of-use - Easy to customize - Very good usability - Very good performace - Bechmark in agile servive management tools

Cons: - the reporting could be better - we would like to have a connectivity with SAP - the standard export of reports to PDF could be better

We are running our business on JIRA and JSD. This set of tools has help our success.

Sep 19, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Flexible, extendable, easy to use, and powerful. We are able to customize and expand the use of JSD very easily. This flexibility allows the tool to fit into our internal best practices.

Cons: With the complexity of our implementation (customizations) it is a challenge - not insurmountable - to upgrade when new versions of JIRA and JSD become available. We are on our own hosted instance, because the cloud option limits our ability in integrate and customize.

Jira for issue tracking

Nov 15, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: We use jira for bug tracking and issues maintenance and it has been a great help so far

Pros: It really easy to keep tracks of bugs and user stories and tasks in one place categorized by the board. And automated emails will be sent according to the changes to an assigned particular task. Other plugins also can be integrated to support

Cons: And the learning curve is high for beginners due to the complexity of the features. The usability aspect can be improved.

Jira Service Desk offers first class customer support and perfect internal collaboration.

Sep 21, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Linked issues to solve customer needs. Easy communication to the customer. Workflows to track the status of Issues. More than fair licensing options and several deployment possibilities.

Cons: Some features can only be added via additional marketplace add-ons that unfortunately cost additional money.

Great software! AN IT MUST

Feb 06, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Trial version has no feature limitation in the time period. You are able to customize your dashboard, very nice selection of defined reports.

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

JIRA Service Desk is a super powerful product, but one that can take effort to perfect for your org.

Aug 24, 2017
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Extensive flexibility.

Granular permissions.

Integration with other Atlassian products.

Ease of use from the customer perspective.

Cons: It can be complicated to setup.

Takes extra work in order to set up a bare bones instance.

Takes some training from the Agent's perspective.

Great resource for internal teams

May 31, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Keeps our IT dept organized, and makes sure we also are able to have a resource centre for our internal teams.

Cons: Not much, everything is already setup for us, but it is quite a powerful piece of software so there must've been a lot of setup on the administrator's end.

Jira Service desk

Jan 18, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: Software is easy to use. Ability to customize workflow of tickets as well as input forms is helpful.

Cons: Reporting and dashboard creation takes a bit to learn. Reporting is not self explanatory and can be frustrating. Once concepts are grasped it is easy to use.

Tool for the Customer Service Era

Feb 07, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: Lots of bang for your buck. This a great tool at a reasonable price and it is highly customizable.

Pros: Amazing tool and a fantastic interface. They have really adopted Jira into a very strong and positive experience for the end user making it easier to provide better customer service. We use this as a ticket/RMA/Customer experience tool and have had loads of success.

Cons: Initial setup can be tricky. From a development standpoint, not a ton that you have to do but some development is required. The SFDC integration is fairly straightforward but can have challenges by way of custom variables and data transformations.

JIRA Service Desk is awesome!

Aug 24, 2015
5/5
Overall

5 / 5
Ease of Use

5 / 5
Customer Support

Comments: JIRA Service Desk is one of those pieces of software. One of the ones that you can only describe as "awesome". It tied into our JIRA installation easily in a few clicks and within a few hours we had a fully working Service Desk system for our customers.

The User Interface is clean and friendly - it guides the user through the process of filing their issue without the intimidating wall of text.

Two things I disliked:

- The first was that you can't have two issue fields of the same type. This was an annoying issue - whether it was operator error or a feature not in JIRA Service Desk, I don't know.

- The Support Portal - more customisation options would have been great. It's nice to have your logo there, but having your colour scheme match up like JIRA and Confluence would also be a nice-to-have.

Our issue with our previous methods was that we were still on email. It was difficult to locate tasks and often our email server would break down. JIRA Service Desk solved these issues and allowed us to get clear and concise information from our users. We liked the fact that none of us had to see the usual "PLEASE HELP, COME IMMEDIATELY!!!" emails, but instead be able to get an early diagnosis of the issue and it's underlying roots. We improved our issue resolution time significantly.

Atlassian is an amazing company, they support their users very well and answer questions very quickly. Give JIRA Service Desk a try, it's worth the time.

Robust, but complicated

Jul 30, 2018
5/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money

Pros: This is an amazing tool for managing both our day-to-day incidents as well as higher-level enhancement/sprint-level work. It has just about everything you need to manage your workers, resources, solutions, etc.

Cons: The only reason this is rated less than a 5 for ease of use is that it requires a certain amount of external knowledge on project processes in order to get the most out of the tool.

Great tool which allows to implement mature processes in a few days

Sep 20, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to use, nice UI, simple but at the same time very powerful. Queses and processes are extremely flexible.

Cons: Lack of UI customization features but not critical. Satisfaction reports are a bit limited but not critical either.

Overall: Customer satisfaction

I'm in love with Atlassian

Sep 18, 2017
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money

Pros: Does everything we need, reporting is great, support from Atlassian has always been good, team was already used to Jira so this was an easy switch.

Cons: Like the rest of the Atlassian suite of software... you need to be ready to spend a good amount of time setting up/testing/documenting your processes before you jump in. If you don't do your homework before diving in, you're going to be in trouble.

JIRA makes providing service easy!

Nov 17, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: 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.

Cons: 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.