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

106 Reviews
  • 4.5 / 5
    Overall
  • 4.5 / 5
    Ease of Use
  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    $10.00/month
    See pricing details
  • Free Version
    Yes
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
    Installed - Mac
    Installed - Windows
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
  • Support
    Online
    24/7 (Live Rep)

Vendor Details

  • Atlassian
  • www.atlassian.com
  • Founded 2002
  • Australia

About Jira Service Desk

Your team has a job to get done. Your customers expect efficiency, and your business depends on it. JIRA Service Desk combines an intuitive user experience for your customers with powerful SLA support, customizable queues, automated request management, and real-time reporting.


Spotlight_media_placeholder

Jira Service Desk Features

  • Assignment Management
  • Dashboard
  • Escalation Management
  • Issue Auditing
  • Knowledge Base
  • Recurring Issues
  • Scheduling
  • Task Management

Jira Service Desk Reviews Recently Reviewed!

Jira Service Desk improved our customer support

Oct 09, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: - very good integration to jira
- has all Jira functions
- possibility to create internal comments which really helps for side conversation with colleagues

Cons: Like many other Atlassian products, there are many addons which can bring you more functionality but also more costs

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!

Easy to stand-up and get going but also very powerful

Sep 25, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: 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

Cons: 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.

JSD has solved many problems for us as an organisation.

Sep 22, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
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Pros: Ease of configurability, flexibility for different customer use cases, avoiding the nightmare of shared email inboxes.

Cons: Cost is an issue for some teams due to the way that the licensing model works, sometimes speed is an issue if on Cloud hosting.

Overall: Avoiding the utter pain of shared email boxes for triage. Better organisation, better transparency and visibility of support issues.

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
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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

Plugin development for Service Desk

Sep 21, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality

Pros: Seems to bind well with Jira Core
Lot of options on who and how to engage (Request Participants, Organizations, Approvers)

Cons: Bad / no documentation (at least for developing)
Limited public API (I hope that this is something that will be improved)

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.

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
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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

overpowered

Sep 21, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
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Pros: Simple - outofthebox - features to make daily work easier. Pro SLAs , easy to configure Portal and automation rules

Cons: Portal lacks of features. It could be so much better. Something that customer often asks is if they can put transition screens on portal to gather more info where needed.

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
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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.

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
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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.

Working with and implementing JSD in many global companies

Sep 21, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Ease of use, automation tools are powerfull, add ons with no limited possibilities such asset managemnet

Cons: It is a great tool it is part of Jira suite. It is integrated with Confluence for KM so it is not stand alone

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
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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

An excellent, simple, and highly integrable product for

Sep 20, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: Simple setup / configuration
Integration with Jira, other Atlassian products
Extension add-on ecosystem

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

Overall: Simple, affordable customer ticket management with SLA support and easy integration with development, IT teams through Jira and other Atlassian ecosystem tools.

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
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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.

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.

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.

It can be as robust or lean as you need it to be. Great software - best in class.

Sep 15, 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: It's extremely customizable and the administrative configuration is really intuitive. It's also a great value from a cost perspective.

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

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.

JSD has allowed us to support our customers better than ever before.

Sep 14, 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: Integration with other atlassian products. Being able to access information in Jira and Confluence for JSD streamlines our support processes.

Cons: We had to do some hacking around authentication to get it to work properly with our product. Making it easier to integrate with third party products would be ideal.

Exceptional tools, easy to configure

Sep 14, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Flexibility, powerful features, smooth operation and overall the product works as designed. Enables large scale issue handling.

Cons: 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

Awesome, not only Tech teams are using it.

Sep 14, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
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Pros: We where able to find suitable functionality to also Legal, Secretary and other Departments to also move away from Request Tracker, Mantis etc and be a ServiceDesk user.

Cons: I didn't like that we where not so able to design Service Desk design view but now we can. Awesome!!!

Overall: One ServiceDesk for all Areas

Easy to work with and get good support

Sep 14, 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: 9.0/10 Not
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Pros: 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

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

Overall: Too many !!

Solved a major issue

Sep 14, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
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Pros: - There is a very usable portal for end users
- Very robust and easy to use reporting
- Allows pass through authentication
- Customizable workflows
- We don't loose issues that are escalated

Cons: - if you need customization it is best to hire an expert to help you.

Overall: We were able to seamlessly move issues from first level to second level support. Users can easily follow up on the status of our issues.

Service desk is easy to use for end users

Sep 14, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

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

Cons: The ability to personalize the front page.

Fast and painless setup

Sep 14, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Value for Money

Pros: I was able to configure a service desk with SLAs and user base in minutes. Simplified interface for end users drives more usage

Very intuitive tool with friendly UI for maximum agent experience

Sep 14, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: The SLA functionality and queues and very helpful. I also like how the projects are customizable and appreciate the built in automation functionality.

Cons: More options for SLA start and stop timings. Also also for sorting through the UI instead of JQL if possible.

Loves it

Sep 14, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Easy to configure, people loves the easiness. Project admin have full autonomy. Basic itsm workflows.

Cons: Wish we could have fields that appear depending on others fields. More reports type could be useful.

Clean, easy to use, love having it close to other JIRA projects

Sep 13, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support

Pros: Linking the Jira Service Desk tickets to other internal projects is great for tracking and training.

Cons: Move the internal button away from the share with customer one. Messing this up at our company could be terrible.

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.

Service Desk has helped us manage customer tickets in a clean organized way and to have clear SLAs.

Sep 13, 2017
4/5
Overall
2 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: SLAs and queues are my favorite feature. Also comment visibility makes it easy to distinguish between internal and external teams.

Cons: Restrictions on what customers can do. It would be nice if they could edit at least a few fields.

Our company is a service desk fanatic!

Sep 13, 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: 10.0/10 Not
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Pros: The fact that it lets us collaborate and track on through all of our departments.

Cons: Resolutions/priorities not able to set by project, no native way to hide queues by groups, issues with custom context on fields...

Internal Service Desk for IT Services in a small company

Sep 13, 2017
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: * Decent out-of-the-box functionality * Easy to set up * Integration possibilities with other Atlassian products

Cons: * Limited customization possibilities * Difficult to produce detailed reporting * Cumbersome backup of the hosted instance

Easy to use for both end users and agents

Sep 12, 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: I love the UI and overall end user experience, and its very easy to train agents. Also great support from atlassian.

Cons: I think the approval feature could use more options, such as one user of multiple users able to approve.

very good product

Sep 12, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to use
Simple to demonstrate work by category
Simple to customize and add new fields to a project

Cons: Licensing model for server when installed as an add on to Jira
Limited access for project managers, a lot of work is required by system admin to customize a project

Overall: Reduce time to create and customize customer portals.
Track time spent on requests
Track external vs internal requests

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

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
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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.

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

Easy to use, drives collaboration, great value.

Aug 23, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Frontend is simple, easy of use and drives greater collaboration both within and between teams. The backend is also easy to configure.

Cons: We are always looking for more features so greater UI customisation and automation capabilities would be nice.

JIRA Service Desk makes life simple for IT and Helpdesk group.

Aug 23, 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: JSD is useful in making the administrations extremely organised and IT/ Helpdesk tickets are handled effectively with JIRA Service Desk. The customer portal is the best feature of JSD.

Cons: The limitatations on customization of the customer portal is the only drawback of JIRA Service Desk.

Overall: Customer Portal, Automation Rules, Powerful SLAs, and Queues.

Awesome tool, easy to use

Aug 23, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I like how easy JIRA Service Desk can be configured. It comes with templates out of the box so you can easily create a Service Desk in a few seconds, which can then be configured to fit your business needs. The interface is also very modern and easy for user to use and navigate. It also comes with automation rules (customizable) which can save a lot of time for your support staff!

Cons: While Service Desk is highly configurable, the user portal is not. I would like to see more configuration on the customer portal, e.g. look and feel, fields organisation, etc.

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
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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

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.

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!

Jira service desk has been a great way for us to intake work from our customers.

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: 9.0/10 Not
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Pros: Ease of use, organization of queues, and visually appealing. Anytime there has been something we would like to see changed/added it has come it in a newer release.

Cons: not being able to view a project as a service desk and a standard Jira project format.

I support clients with JSD in consulting and training

Aug 15, 2017
4/5
Overall
4 / 5
Ease of Use
2 / 5
Features & Functionality
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: SLAs, Issue queues, customer dashboard, request types are all great features unique to JSD.

Cons: Customization and functionality around new features needs to be more robust. Customer permissions. email parsing, dashboard options all should have more functionality

Still in the early stages of use.

Aug 15, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Pros: Email request ability, ability to receive HipChat notifications, and ability to create customize reports.

Cons: Can ask only one customer satisfaction question. Setting up users as agents was confusing, was advise by one of the JIRA Administers to follow the instructions in the below link:
https://confluence.atlassian.com/servicedesk025/jira-service-desk-permissions-754977472.html. After following the instructions, I was still unable to assign Service Desk issues to individuals. Turns out those individuals need to be also added to our agent license group. So the issue was a lack of knowledge on our JIRA admins part.

I found it very user friendly

Aug 14, 2017
5/5
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: UI is very intuitive. The learning curve was almost non-existent. If it weren't for the couple of cons I'm listing below, I quite satisfied with this product.

Cons: I'm always accidentally clicking on the request name instead of update fields when making changes. I'm not sure how to rearrange it, but it obviously, from my point of view, that the update fields function is not in the right place. I would also like the ability to change issue type rather than creating a new option and deleting the original.

Overall: a complete view of our current team status

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

Had a lot of trouble getting the permissions set correctly but actual use has been smooth.

Aug 14, 2017
4/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: The integration with JIRA and Confluence has allowed us to easily integrate our instances and train users.

Cons: It has been really difficult to figure permissions out. I think more information in the instructions would be great. For example, "if you don't see the Queues option, _____ may not be right."

Easy to set up and scale. Complete visibility into what we do. A true system of record.

Aug 14, 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: 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.

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

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

I use this a lot...

Aug 08, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: The tool has been very useful for my software supplier. It has organized their helpdesk requests, allows them to easily prioritize these tickets, and finally, easily communicate and report on the status of these tickets. this client engagement went from a huge black hole of no information and communication to a very interactive tool that keeps you up-to-date and search options to see if this problem had been reported/solved before.

Cons: Don't get your login locked out. It is really hard to get a temporary password resent to you when your own personal firewall won't allow unsolicited emails from being delivered.. It would be nice to have another option to verify your identity in this situation.

Perfect solution - for a small to mid-sized or even a large company.

Jun 15, 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: 1. This application comes with all the usual Atlassian goodies - customizations of screens(what elements like dropdowns and their contents) to customization or workflows(screens and/or status). 2. Plus the integrations, with other JIRA/Atlassian products is a major plus - not that it is hard to connect to other vendors' applications. 3. Pricing is another major advantage. So even if you are a 10-15 member team in a big company or a 15 odd people company - you have the right pricing slot. 4. Atlassian have also improved their security with whitelist and also with features for data collection/integration/gathering - you can be sure of the data security, with strict control on exposing only what is needed to external world. 5. Ease of customization is also a major plus with this.

Best Service Desk

Jun 08, 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: JIRA is one of best service desk I have used ever, it enable team to collaborate, Share and assign tasks with each other. I also enables users to have update with email notifications on issues being updated by other users in team

Easy to use Zendesk replacement

Jun 07, 2017
3/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Easy of use is the best feature. Easy to transition from Zendesk and good integration with other Atlassian products.

Cons: Time consuming to set up. Also time consuming for transitioning but that will happen with any product change.

Overall: Zendesk replacement for Atlassian integration

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.

Support help desk

Mar 13, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Jira service desk helped my team enter customer satisfaction and bug issues . This was easy to use and a place to add comments

Cons: The only issues we had was adding new functionality. We had to learn workarounds for what we wanted.

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.

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!

Jira

Nov 29, 2016
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
Likelihood to Recommend: 5.0/10 Not
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Comments: Not as easy as it should be to find what I am looking for on the site.

Great way to manage feature sprints!

Nov 09, 2016
5/5
Overall
4 / 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: Really helpful, can be used within seconds, no complicated functionalities.

Cons: At the beginning, it might be a bit complicated to get used to all what you can do, but this is the case with most software..

Overall: Great overview of task pending with our programming team. Extremely helpful to keep track of sprints. Learning curve is relatively low.

Recommendations to other buyers: Really recommended for f/b-end developers.

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)

Pretty good offering, with some room for improvement.

Nov 11, 2015
5/5
Overall
5 / 5
Ease of Use
4 / 5
Customer Support

Comments: Service Desk is a really easy to use, easy to get started add-on for JIRA. We have benefited greatly from having it in our organization, as it not only provides IT Helpdesk ticketing, but also a sales, service, and facility maintenance ticketing as well. I enjoyed talking to the Service Desk developers at the Atlassian Hub at Summit, and certainly gave them some of my ideas on what would make this an even greater, more extensible product. Overall, 5 out of 5 stars.

Didn't work for my customers

Nov 11, 2015
2/5
Overall
2 / 5
Ease of Use
3 / 5
Customer Support

Comments: This is a great internal tool for a company. But if you try and take it outside to our customers that are using our application, it really isn't designed for that market. We had to go with Zendesk. The ability to create tickets that are linked to the main issue to get assigned to the proper resources to fix is not user friendly at all.

great solution, needs an admin overhaul

Sep 10, 2015
4/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
3 / 5
Value for Money

Comments: Used to manage software development and other processes in house, the solution is versatile and easy to bring into your Agile environment. Once you get over the initial, unavoidable arguments over issue types, workflows, etc. the day-to-day use is absolutely painless. Basic reporting is easy and it's easy to monitor your Service Desk SLAs. Fantastic solution that ties nicely into its core platform.

Pros: - Simple setup - Easy to use - Fantastic support - Excellent basic reporting

Cons: - Costly - Writing advanced or custom reports is difficult - there is not a lot of control over reporting on internally set fields, etc. without really digging into the base application's APIs

Enjoy the ease of use

Sep 01, 2015
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: Pros - easy to use, navigate, and log issues

Cons - the search is off. Doesnt always return the results I need

Powerful HelpDesk

Aug 25, 2015
5/5
Overall
5 / 5
Ease of Use
4 / 5
Customer Support

Comments: +
Easy to use from the "box"
Predifined templates, custom portal
-
Russian language is not supported in cloud version
Benefits:
We use JIRA Service Desk to support our customers using ERP systems. Jira helps us to relpy on customer's needs quick and to track the hystory

Perfect tool for perfect job

Aug 25, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: As a knight needs a sword, a support team need a tool to do a good job. JIRA Service Desk is useful to manage a wide spectrum of problem and make users very happy people

With JSD = ¿¿¿¿, without JSD =¿¿¿¿

Aug 24, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Before JIRA Service Desk we were stacked. No KPIs, so no SLAs; no real time reports, no ability to comply with any customer's customization request.
JSD helped us to revert this situation in just a few clicks. We ran the migration tool with our legacy system data and, voilà.... JSD working....
We have now:
- Accurate KPIs which allow us to comply real SLAs with our customers.
- Real time information - what is going on at any time: that means we can also react quickly to avalanche's situations.
- Real flexibility to adapt the customer portal to our customers' requests, adding new custom fields or just only making visible the existing ones.
- And the most important: we've got happy customers. This is real value !!!

As a customer support manager, I also like the Dashboards... and, believe me, their are also very useful for the technical staff...

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.

JIRA Service Desk

Aug 24, 2015
4/5
Overall
3 / 5
Ease of Use
3 / 5
Customer Support

Comments: JIRA Service Desk has allowed our internal support team to quickly manage issues raised by employees. When we deployed Service Desk, we had about 300 employees. Our company has more than doubled since then and we have continued to maintain our SLA with ease.
We are in the process of migrating our Service Desk to server version 2.5.3. Our current cloud instance does not have Customer Portal capabilities; looking forward to the efficiency increases once we migrate to the latest and greatest.

JIRA Service Desk - Excellent for our environment

Aug 24, 2015
5/5
Overall
5 / 5
Ease of Use
3 / 5
Customer Support

Comments: Pros:
Based on JIRA, which we were already using to manage our development and support teams and projects.
Easily customizable - we were able to quickly add fields (free form, pick list, date/time, etc.) to provide quick value for our Service Desk.
Very easy to configure and modify SLA's
Very easy to enroll and manage users
Turn key Web portal and email integration
Easy to relate SD tickets between Service Desks and to non SD projects such as Software Development
Easy to create processes and workflows to route issues between projects (such as a bug reported in SD that becomes a task for the Development team to repair)
Time Sheet capability via Tempo - we use JIRA to track all time against projects, GL accounts, etc.

There are a few basic Service Desk functions that are NOT available in JIRA such as easy ways to create varying service levels for classes of users; ability to assign tasks to roles rather than individuals, direct access to data for detailed reporting (we use Cloud version and there are some critical fields that are not queryable via the Issues Search, plus there is no way to connect to the database using any other tools.)

Cons
Sometimes serious issues are not handled in a reasonable time frame. There was an issue with email processing that affected many organizations; it took Atlassian around 4 weeks to repair and it caused a pretty serious impact to us.

Very easy to use and nice flow to the pages

Aug 24, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We love the flow of the program, it allows us to track the customers issue s from start to finish, and help us see how we can get better response times to our clients

Great tool for managing end user support

Aug 24, 2015
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: This software has saved my team time in managing user support requests and improved response times as well. Atlassian is constantly improving their products, and their support team is also using this product. The integration with Jira is great. I feel overall this is well worth the cost.

Decent product, but requires a lot of customization

Aug 24, 2015
4/5
Overall
2 / 5
Ease of Use
4 / 5
Customer Support

Comments: Very flexible. But... It takes a lot to configure. It would be nice if there was a way to close a Service Desk or choose a template.
Right now, for each new service desk we do the following:
* Remove all Service Types
* Add our own Service Types
* Add appropriate fields to each Service Type
* Update Service Request Security
* Add customers

Great and Easy to Use!

Aug 24, 2015
4/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Pros:
* Simple, elegant interface that has a quick learning curve
* Powerful workflow engine that allows for heavy customization of process
* Great integration with .NET tooling
* Automation makes special processes simple.
* No charge for users, only for agents was a positive as we have a very small number of agents, but a very large customer base.
* Easy and powerful reporting tools made communication with management easy.

Cons:
* Administration can be cumbersome because of how advanced and customizable the system is.
* A lot of plugins are not available on the Cloud Instance.
* Automation triggers don't seem to always work as expected. Can take some work to get emails to get triggered properly.
* Missing some features that we used from SolarWinds. We've found workarounds for most, but it would still be nice to have them native.

Great Software

Aug 24, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: This software suite offers the solution to help us manage our workflow, issues, and feedback all in one place. Notification customizations is something that would help improve the product.

Surprising Twist: JIRA A Marketing Automation Assistant

Aug 24, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: JIRA Service Desk helped us create a marketing service desk in just 2 months.
We can now create campaigns and marketing reports in record time freeing us up to do more projects.

Easy to use good for basic customer support

Aug 24, 2015
3/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: Easy to use good for basic customer support, missing some features as chat,phone, not great knowledge base

Service Desk improves our process in handling customer requests

Aug 24, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: The Service Desk helps our team track a flood of incoming requests and make sure that none "fall through the cracks". We love how it integrates with our our project tracking and documentation tools: Jira and Confluence.

The price jump from 3 agents to 4 is substantial. I would really like to see an "in-between" pricing for a team of about 5 agents.

Service Desk solves the problem of managing both internal and external requests so that there is a well defined process in dealing with them. It also tracks our response times so that we know everyone is getting attention instead of the "squeaky wheel gets the grease".

Very nice stats for improvement

Aug 24, 2015
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: Jira Service Desk has very powerful and customizing SLA, we use it to keep track of every ticket and engage our customer with our quick responses.
Keep in mind that JSD work with JIRA built in workflow, so you can customize your workflow as how the work is done in your company.

It would be better for us if the SLA could publish to customer, for more transparent comunication.

Great replacement for Zendesk

Aug 24, 2015
5/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: Still fairly new to JIRA, but we're loving it so far. It takes a little while to configure, but once you're setup it's great. Definitely an improvement over Zendesk.

Best option if you already use JIRA

Aug 24, 2015
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: If you use other Atlassian products, this is a very easy integration

JIRA Service Desk

Aug 24, 2015
3/5
Overall
5 / 5
Ease of Use
3 / 5
Customer Support

Comments: Good tool for startup shops for ticketing system.
I wouldn't recommend so much for large scale as the customizations can be difficult to maintain.

Great product for surfacing ticket creation & request process to customers

Aug 24, 2015
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: JIRA Service Desk helped us effectively manage customer requests in an incredibly short time.
We can now address customer requests and communicate with them in a streamlined easy-to-use fashion.

Jira Service Center - The turnaround story.

Feb 06, 2015
5/5
Overall

Comments: I am a Jira user of about 6 years, so of course I wanted to use it for my Service Desk instead of paying 19 a month for Freshdesk... Well, the pricing structure was terrible when it was release. They regrouped on version 2, re priced it and it is a GREAT product. Had it up and running in an hour, would go back. LOVE the customer portal, clean and effective.

Pros: under 10 agents is only $10 a year for the service desk and $10 a year for Jira if you host your own.

Cons: Have to use another system for Remote Control, but I already use Screenconnect, so not a problem.

Love Service Desk?

Dec 15, 2014
1/5
Overall
3 / 5
Ease of Use
1 / 5
Customer Support

Comments: I actually do not love service desk at all. Yeah it's great for creating simple end user tickets. But the lack of:
- users being unable able to edit tickets (unless its a comment)
- can't skin it the way I want
- help center can't be skinned at all
- it's ugly
- the SLA's suck (maybe I just don't understand them)

For the money I paid, and for what I have i feel its grossly over priced.

Oh yeah and the fact that I was reached out to by 3 members of atlassian to find out why I didn't like and then when I sent my replies no one ever reached back out.

It blows straight and simple.

It was great and the team understand it at first sight!

Dec 10, 2014
5/5
Overall
5 / 5
Ease of Use
4 / 5
Customer Support

Comments: Service Desk was there 20 days after taking a buying choice and it was great in every level. The team of operators only required 30 minutes of training and they are very happy with the tool.

After 8 months of working we are controlling 2000 tickets/month without troubles, and with a long way ahead of sla, mail handling and knowledge sharing projects.

Quick implementation and user friendly development

Dec 10, 2014
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: In just a few short months we were able to implement Jira Service Desk for our internal use. It was truly pain free and tied in with the self help portal the user adoption was great. The reporting and SLA tracking is great and can't imagine going to any other product.

JIRA Service Desk for internal and external customer support.

Dec 09, 2014
4/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Initially we started out with JIRA Service Desk for our external customer product offerings. Previously we had been using email and our support teams wanted a better way to work. This proved to be quite a successful deployment and provided a much better customer experience for everyone.

JIRA was used on product development so it made sense to use JIRA Service Desk for customer support and link both support and development activities. This has been a big advantage for us.

We're now implementing JIRA Service Desk for our internal operations across I.T, Human Resources and Finance because it's straight forward to use and cost effective at scale. After comparing all of the offerings big and small, we're implementing JIRA Service Desk for 4000 staff and 250 agents.

Service Desk. Good Potentialities, room to improve

Dec 09, 2014
3/5
Overall
3 / 5
Ease of Use
3 / 5
Customer Support

Comments: Service Desk has good potentialities, it is very easy to set-up and use.
There is still room to improve in its features.
Still something to do regarding management of custom fields in the SD screens and SLA functionality.

Vendor Response

by Atlassian on December 10, 2014

Thanks for the feedback! We'd love to hear more about how you'd like these features to be improved. Let's continue the conversation and pass it along to the team.

About Time

Dec 09, 2014
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Great to finally see such an integrated service desk, making it even easier for technical and non-technical teams to use JIRA for what it was designed for, and more. It's clean, easy to install and administer, and integrate with not only JIRA, but also Confluence. Atlassian continues to impress!

Very disappointed with the product

Dec 09, 2014
1/5
Overall
2 / 5
Ease of Use
1 / 5
Customer Support

Comments: Ever since we started to use, we hit on so many bugs that in my opinion this product is not yet matured and Atlassian have been very poor in handling the bugs/suggestion request. Infact a lot of bugs are categorized as "Suggestions". I would not recommend this product to anyone even if it's free.

Unless Atlassian gets a grip on the huge backlog of tickets and improve their communication channel over the tickets.

Vendor Response

by Atlassian on December 10, 2014

We're very sorry to hear about your experience. We'd like to continue the conversation with you personally and help resolve your issues as best we can.

Service Desk is a fantastic simplification of the JIRA experience for end users.

Dec 09, 2014
4/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Combine the simplicity of Confluence and the usability of JIRA and you get Service Desk. A tool that allows for us to surface Confluence content while tickets are created and when that doesn't solve the issue the user is then unencumbered by the traditional JIRA UI and instead serviced by a clean no-frills experience.

I drop 1 star for licensing costs, they've improved by moving to the agent model but it shouldn't be an issue for most as it's now a more traditional setup.

Improve Service Desk attention

Dec 09, 2014
4/5
Overall
5 / 5
Ease of Use
4 / 5
Customer Support

Comments: JIRA Service Desk is the tool that improve our service desk management base on priorities, queues and SLA times, the tool it is being used not only for IT Team another company's department request the tool in order to manage the services base on the same concepts

A good product

Dec 09, 2014
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Would reccomend,
A++

Service Desk has changed the way we take in Demand

Dec 09, 2014
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: Atlassian's service desk has been a great tool for helping us change the way we pull in demand from internal and external stakeholders. It's been an excellent tool and continues to grow. The fact that it integrates with the other Atlassian tools we use has also helped us expand the way we use their toolsets.

JIRA Service Desk Review

Dec 09, 2014
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: This tool is great for support organizations. IT saves us lots of time being able to sort issues out by priority.