Jira Service Desk

Jira Service Desk

Simple service desk built on Jira

4.4/5 (232 reviews)

Jira Service Desk Overview

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.

Pricing

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

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

Jira Service Desk Reviews

Overall rating
4.4/5
88% positive reviews
121
Excellent
83
Very good
22
Average
3
Poor
3
Terrible
Verified Reviewer

A great option for on-site ICT service desk management

Used Daily for 6-12 months
Reviewed on 23/7/2019
Review Source: Capterra

Overall we are very happy with Jira Service Desk; it has allowed us to provide a higher level of support to users than our previous service desk, and non-profit pricing was very beneficial for us. The software is usable in its default setup but we have found that there is still plenty of customisation that can be done if needed to suit more complex requirements.

Pros

I find the UI of Jira Service Desk very clean and modern compared to other service desks software on the market. Included with the service desk is a customisable user-facing portal for users to raise tickets in, which proved very popular with staff when raising tickets alongside traditional email tickets. Due to the way Jira splits service desks into different projects, we were able to create service desks for other departments in the organisation which helped improve productivity and workflow. There are some very useful and well-designed default reports included for ticket statistics (which can be used to keep management happy!). We found the default setup of Jira Service Desk fit our needs very well, but it is very easy to customise ticket workflows and other features to suit more complex needs.

Cons

For a service desk technician using Jira Service Desk the back-end UI for managing tickets can be a little overwhelming, however this can be fixed by editing the default workflows for tickets to hide not required information and details. The administration settings are somewhat unintuitively set out for system administrators, but once you get to grips with the layout it becomes easy enough to find what you need from the settings page. We found the instructions on the Atlassian website for setting up an external redirect with a custom URL in IIS a little sparse on detail, but a quick trip to the Atlassian forums cleared up any queries we had with the process.

Rating breakdown

Ease of Use

Likelihood to recommend

9.0/10
Jack P.

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

Used Daily for 6-12 months
Reviewed on 21/8/2018
Review Source: Capterra

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.

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

6.0/10
Justin alex P.

Highly customizable and integrates well with the Atlassian ecosystem

Used Daily for 2+ years
Reviewed on 23/8/2017
Review Source: Capterra

Customization, integrations, workflows, SLAs

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Robert K.

Best ticket system

Used Daily for 1+ year
Reviewed on 7/9/2019
Review Source: Capterra

The business problem Jira service desk solves is allowing anyone to put in a request from a service department from one portal & be able to access that portal anywhere in the world and not just on our internal network.

Pros

Jira Service desk works great. We use it in a media company in all of the service departments to track requests from Media ingest, to graphic requests, to crew requests. Our producers can easily log in from anywhere and fill out customized forms for the type of service they are looking for. The department gets the request in seconds and can start fulfilling it right away. In a fast pace news world, this allows us to get what is needed for broadcast air done fast while keeping track of all the work we have to do.

Cons

There are some features that you would think would come right out of the box with jira service desk that doesn't. The only way to get them is to buy a plug-in from their market place. Some features that we would like to see is having the requester see who is assigned the order & allow them to request updates to their requests.

Rating breakdown

Value for Money
Ease of Use

Likelihood to recommend

9.0/10
Verified Reviewer

Unlike others, doesn't need complex configuration

Used Daily for 2+ years
Reviewed on 29/7/2018
Review Source: Capterra

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.

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10

Jira Service Desk 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

  • API
  • Automatic Notifications
  • CRM Integration
  • Customisable Branding
  • Email Integration
  • Knowledge Base
  • Monitoring
  • Prioritizing
  • Reporting & Statistics
  • Social Media Integration
  • Surveys & Feedback
  • Third Party Integration
  • Ticket Management
  • Workflow Management

  • Activity Dashboard
  • Chat
  • Contact History
  • Instant Messaging
  • Multi-Channel Communication
  • Real Time Monitoring

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

    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