Jira Service Desk Overview

What is Jira Service Desk?

Jira Service Desk is a service management software built for the future that connects and supports IT and businesses through fast, accountable resolution of customer requests.

Built on Atlassian’s Jira workflow engine, Jira Service Desk offers a collaborative, agile platform and knowledge base that’s low cost, easy to set up and scale, highly flexible, and features a powerfully-simple user experience.

- Jira Service Desk makes resolution of customer requests fast and accountable.
- All the tools users need out of the box to empower their team.
- Set up advanced SLA metrics and report on performance in real-time.
- Features a modern, powerfully-simple user experience.
- Help customers help themselves with a smart, self-service knowledge base.
- The intuitive customer portal requires zero training to use.
- Automation rules so users can streamline repetitive tasks and agents can get more done.
- Real-time reports give users and management complete visibility.

Jira Service Desk is built on the Jira workflow engine, a leader in Gartner's Magic Quadrant and used by more than 22,000 organizations worldwide. Jira Service Desk gives users a modern, flexible service desk experience for both customers and their service desk team. Delight customers, improve efficiency, and drive business performance. Jira Service Desk integrates directly with Jira Software – the issue management software trusted by over 50,000 customers worldwide.

Reshape what IT means for business at https://www.atlassian.com/software/jira/service-desk.

Jira Service Desk Overview

Pricing

Starting from
US$10.00/month

Pricing options

Free Trial
Subscription
Value for money

7 days free trial
Up to 3 agents for $10/agent/month
4-15 agents for $20/agent/month
16+ agents at discounted price
View more pricing info here: http://ow.ly/aUXL30d80Ca


Jira Service Desk Features

Devices
Business size
S M L
Markets
Asia, Australia, Brazil, Canada, China and 5 others, Europe, Germany, India, Japan, Latin America
Supported Languages
Chinese (Simplified), Chinese (Traditional), Czech, Danish, English and 12 others, French, German, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish

Screenshots

Jira Service Desk screenshot: Customer Portal
Jira Service Desk screenshot: Customer Portal Jira Service Desk screenshot: Jira Service Desk & Jira Software integration - Issue linking Jira Service Desk screenshot: Agent queues and mobile app Jira Service Desk screenshot: Automation Rules Jira Service Desk screenshot: Issue Types Jira Service Desk screenshot: Request Form Jira Service Desk screenshot: SLA's Jira Service Desk screenshot: Advanced SLA Settings Jira Service Desk screenshot: Advanced Reporting with Custom Date Ranges

Jira Service Desk Reviews

Jira Service Desk Reviews

Overall rating
4.4
/
5 247 reviews
Excellent
130

Very good
87

Average
22

Poor
5

Terrible
3

Value for Money
4.2
Features
4.3
Ease of Use
4.2
Customer Support
4.3
88% recommended this app
Peter W.

Powerful but confusing ticket manager

Once 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.


Angelo C.

The best Ticket System

My favourite tool for really big software projects.


Andrea C.

Best on premise

We 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.


Angel S.

Cannot Manage Our Own Users

JIRA 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.


Verified Reviewer

Best service desk tool in market

Client's problem solving, service desk functionality usage, see who are ticket solvers, who does more work etc


Peter W.
Industry: Higher Education
Company size: 501-1,000 Employees

Powerful but confusing ticket manager

Used Weekly for 2+ years
Reviewed on 28/6/2019
Review Source: GetApp

Once 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.

Pros

JIRA 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.

Cons

The 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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 8.0/10

Angelo C.
Industry: Computer Software
Company size: 51-200 Employees

The best Ticket System

Used Daily for 2+ years
Reviewed on 31/1/2020
Review Source: GetApp

My favourite tool for really big software projects.

Pros

Jira is mighty and comes in play when you have really big software projects.
You are able to customise every workflow, and easy manage you projects.
Also you can connect it to other Atlassian products and monitor your progress.

Cons

Jira is quite expensive and not to easy to use. So you have to really dig in deep to understand the workflows

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Andrea C.
Industry: Leisure, Travel & Tourism
Company size: 201-500 Employees

Best on premise

Used Daily for 1+ year
Reviewed on 19/11/2019
Review Source: Capterra

We 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

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 8.0/10

Angel S.
Industry: Airlines/Aviation
Company size: 1,001-5,000 Employees

Cannot Manage Our Own Users

Used Daily for 1+ year
Reviewed on 17/5/2019
Review Source: SoftwareAdvice

JIRA 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.

Pros

I 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.

Cons

Over 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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 0.0/10

Verified Reviewer
Industry: Computer Software
Company size: 2-10 Employees

Best service desk tool in market

Used Daily for 1+ year
Reviewed on 26/11/2019
Review Source: Capterra

Client's problem solving, service desk functionality usage, see who are ticket solvers, who does more work etc

Pros

Jira Service Desk is very well customizable tool for different team sizes. Atlassian products work very well, contain awesome Lucene search functionality, which means you can search text string and it will look up all text fields and give you service desk ticket match. Very helpful tool.

Cons

Jira Service Desk works very well, it takes time to change it accordingly to team's needs. But it is totally worth it.

Rating breakdown

Ease of Use

Likelihood to recommend: 10.0/10

User recommendation
8.4/10
Based on 247 user ratings
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Jira Service Desk Pricing

Jira Service Desk Pricing

Starting from
US$10.00/month
Free Trial
Subscription
Value for money

7 days free trial
Up to 3 agents for $10/agent/month
4-15 agents for $20/agent/month
16+ agents at discounted price
View more pricing info here: http://ow.ly/aUXL30d80Ca

7 days free trial
Up to 3 agents for $10/agent/month
4-15 agents for $20/agent/month
16+ agents at discounted price
View more pricing info here: http://ow.ly/aUXL30d80Ca

Value for Money
4.2/5
Based on 247 user ratings
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Jira Service Desk Features

Jira Service Desk Features

API
Activity Dashboard
Automatic Notifications
CRM Integration
Chat
Contact History
Customisable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Real Time Monitoring
Reporting & Statistics
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4.3/5
Based on 247 user ratings
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Categories

Video Tutorials

Video Tutorials

Additional information for Jira Service Desk

Additional information for Jira Service Desk

Key features of Jira Service Desk

  • 1000's of Add-ons
  • Advanced SLA
  • Advanced security and administration
  • Automated Triage
  • Built on the Jira Software platform
  • Customizable Queues
  • Customizable email notifications
  • Easily import data from other systems
  • Integration with flexible REST APIs
  • Intuitive Interface
  • Jira Software integration
  • Mobile app (Android and iOS - Jira Cloud App)
  • OnDemand or Hosted
  • Powerful search and filtering
  • Powerful search capabilities
  • SLA Visability
  • Self Service
  • Service desk processes out of the box
  • Unlimited custom fields

Benefits

Jira Service Desk lets users reshape what IT means to the business:

  • Give end users a tailored, engaging experience with the service desk.
  • Build the process that fits the user's team on top of Jira Software's world-class workflow engine.
  • Easily monitor and track the success of teams.
  • Connect with the environment, integrate with anything, deploy anywhere.
  • Unify the vision and execution of support and development teams.
  • Proven solution used by thousands of customers.

  • Jira Service Desk FAQs

    Jira Service Desk FAQs

    Below are some frequently asked questions for Jira Service Desk.

    Q. What type of pricing plans does Jira Service Desk offer?

    Jira Service Desk offers the following pricing plans:

    Starting from: US$10.00/month

    Pricing model: Subscription

    Free Trial: Available

    7 days free trial Up to 3 agents for $10/agent/month 4-15 agents for $20/agent/month 16+ agents at discounted price View more pricing info here: http://ow.ly/aUXL30d80Ca

    Q. What are the main features of Jira Service Desk?

    Jira Service Desk offers the following features:

    • 1000's of Add-ons
    • Advanced SLA
    • Advanced security and administration
    • Automated Triage
    • Built on the Jira Software platform
    • Customizable Queues
    • Customizable email notifications
    • Easily import data from other systems
    • Integration with flexible REST APIs
    • Intuitive Interface
    • Jira Software integration
    • Mobile app (Android and iOS - Jira Cloud App)
    • OnDemand or Hosted
    • Powerful search and filtering
    • Powerful search capabilities
    • SLA Visability
    • Self Service
    • Service desk processes out of the box
    • Unlimited custom fields

    Q. Who are the typical users of Jira Service Desk?

    Jira Service Desk has the following typical customers:

    Large Enterprises, Mid Size Business, Non Profit, Small Business

    Q. What languages does Jira Service Desk support?

    Jira Service Desk supports the following languages:

    Chinese (Simplified), Chinese (Traditional), Czech, Danish, English, French, German, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish

    Q. What type of pricing plans does Jira Service Desk offer?

    Jira Service Desk has the following pricing plans:

    Subscription

    Q. Does Jira Service Desk support mobile devices?

    Jira Service Desk supports the following devices:

    Android, iPhone, iPad

    Q. What other apps does Jira Service Desk integrate with?

    Jira Service Desk integrates with the following applications:

    Amity, Anypoint Platform, BigPanda, Calamari, Cayzu, JIRA Software, Monitis, WorkOtter, Workato, xMatters

    Q. What level of support does Jira Service Desk offer?

    Jira Service Desk offers the following support options:

    FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials