Best For

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.

Product Details

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.

Contact Details

Atlassian

https://www.atlassian.com

Founded in 2002

Located in United States

Jira Service Desk Pricing Overview

Jira Service Desk pricing starts at $10.00 per month.There is not a free version of Jira Service Desk.Jira Service Desk does offer a free trial.

Customer Portal
Request form
Agent queues & mobile app
SLA's
Issue types

Starting Price

Free Trial

Platform

  • Installed - Mac
  • Cloud, SaaS, Web
  • Installed - Windows
  • Mobile - iOS Native
  • Mobile - Android Native

Training

  • In Person
  • Live Online
  • Webinars
  • Documentation

Support

  • Online

Jira Service Desk Features

Alerts / Escalation
Automated Routing
Customizable Branding
Document Storage
Email Integration
IT Asset Management
Interaction Tracking
Knowledge Base Management
Multi-Channel Communication
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management
Audit Management
Compliance Tracking
Configuration Management
Contract/License Management
Cost Tracking
Inventory Management
Maintenance Management
Procurement Management
Requisition Management
Supplier Management
Access Controls/Permissions
Capacity Management
Compliance Management
Inventory Management
Issue Auditing
License Management
Maintenance Scheduling
Patch Management
Remote Access/Control
Contract Management
IT Asset Management
Incident 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
Assignment Management
Dashboard
Escalation Management
Issue Auditing
Issue Scheduling
Knowledge Base Management
Project Management
Recurring Issues
Task Management

Jira Service Desk Reviews

Showing 5 of 245 reviews
Overall
4.4/5
Ease of Use
4.2/5
Customer Service
4.3/5
Peter W.
Web Developer
Higher Education, 501-1000 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
4/5
Customer Service
4/5
Features
4/5
Value for Money
2/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: GetApp
June 28, 2019

“Powerful but confusing ticket manager”

OverallOnce we got our heads around the rather clunky and busy UI we've realized just how useful JIRA is. It's now the Universities ticket manager of choice and is used by every member of support staff. No other ticket manager (that we've found) comes close to the features offered by JIRA.
ProsJIRA offers a huge amount of features, from simple support tickets to project workflow planning. Our method of project management (agile) works brilliantly with this, we're able to assign work in 'Sprints' that match our real working week. The ability to link JIRA with other 3rd party applications is excellent, we've integrated it with our content management system and QA / testing software. The wide use of JIRA makes communicating with other organisations much easier, most support companies are at least registered here.
ConsThe pricing is rather expensive, its not too much of a problem for a large institution such as ours, but for smaller businesses this may be too much. The user-interface and general layouts really aren't intuitive, for a new user it takes a while to get their head around the various features and processes. It took a few weeks for even the more experienced developers to get used to it.
Reviewer Source 
Source: GetApp
June 28, 2019
Andrea C.
ICT Solutions
Leisure, Travel & Tourism, 201-500 employees
Used the software for: 1-2 years
Overall Rating
4/5
Ease of Use
3/5
Customer Service
3/5
Features
5/5
Value for Money
4/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: Capterra
November 19, 2019

“Best on premise”

OverallWe use on premise version. Software administration can be burdensome for a small staff, updates and monitoring can require quite a lot of time. Price raised two times since first purchase. Apart from this, the tool has enabled us to precisely structure the service desk, reducing by 70% the number of phone calls and emails to better filled forms on the customer portal and the use of a chat addon.
Pros- High Control - Wide choices of features - Confluence Integration - Very rich suite of addons on premise version...
Cons- ...which requires extra costs - Some features are too basic and pretty much requires addons - Learning Curve for admin requires effort
Reviewer Source 
Source: Capterra
November 19, 2019
Chris F.
Manager, Engineering and Cybersecurity
Renewables & Environment, 11-50 employees
Used the software for: Less than 6 months
Overall Rating
4/5
Ease of Use
3/5
Features
2/5
Value for Money
3/5
Likelihood to Recommend
5/10
Reviewer Source 
Source: Capterra
October 14, 2019

“Ok start, missing some key features”

OverallWe have a ticket workflow for IT, so things are being tracked now.
ProsIntegration with other Atlassian products. Allowed us to start tracking IT issues and requests without having to bring on yet another tool.
ConsWould like to be able to more effectively roll out custom support portals for our users, but no native support for custom URLs makes this more difficult. It's too easy for customers to browse around and find portals for other customers.
Reviewer Source 
Source: Capterra
October 14, 2019
Angel S.
LMS Systems Analyst
Airlines/Aviation, 1001-5000 employees
Used the software for: 1-2 years
Overall Rating
2/5
Ease of Use
1/5
Customer Service
1/5
Features
1/5
Value for Money
2/5
Likelihood to Recommend
0/10
Reviewer Source 
Source: SoftwareAdvice
May 17, 2019

“Cannot Manage Our Own Users”

OverallJIRA customer support has been extremely unhelpful. Several tickets and requests have been issued (from several customers) in their customer portal with no response or solutions offered.
ProsI loved this software when we first implemented. We were able to mass upload our users, use custom user IDs, set their passwords, and link their email address through a simple file upload. We were also able to change their email addresses, and edit their names as needed.
ConsOver time, JIRA has made changes to the service that have led us to terminate our service. We are no longer able to edit anything but our users full name. We cannot change their email addresses to meet business needs, nor can we assign them a user ID - instead having to incorporate their ID into their name in order for us to find them in the system the service desk was designed for.
Reviewer Source 
Source: SoftwareAdvice
May 17, 2019
Verified Reviewer
Law Practice, 201-500 employees
Used the software for: 6-12 months
Overall Rating
4/5
Ease of Use
4/5
Customer Service
5/5
Features
4/5
Value for Money
5/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: Capterra
September 26, 2019

“High Level ITSM Service Desk ”

OverallWe required moving towards on-prem solutions and Jira Service Desk Server Edition allowed us to use first-rate features while maintaining our data.
ProsOut of the box, Jira Service Desk allows a team to start up a working service desk with a few clicks. Some of its strongest features is building out a front-facing portal for end-users, linking to the knowledge base (with Confluence). Since it's part of the larger Atlassian ecosystem, there are a lot of tools and features that can be used to provide greater customizations.
ConsThe Jira Service Desk, while customizable has a high learning curve and will take a while for administrators and agents to be able to change workflows. The agent side can do with a UI facelift.
Reviewer Source 
Source: Capterra
September 26, 2019