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
Excellent
132

Very good
88

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.


Chirag S.

Efficient service desk for companies small, medium or large

Prior to using Jira Service Desk, were using a combination of Excel and SharePoint with workflows. We couldn't get great reports. It was hard to customize. Workflows broke without a reason because, you know, it's SharePoint. And the entire process of serving customers was dead slow. We brought in Jira Service Desk as a test bed. Within 2 hours, we were testing and customers were putting in tickets. While we used most of the default settings, the value we were generating was way beyond we ever had. Then, we set up SLAs and watch reports for a few days. We were able to see everything we wanted - who reported the issue, when, what was the priority, how many comment exchanges happened, how much time did we spend, did we meet SLAs, what was the solution, etc. Fast forward 2 years. We are now able to create strategies to service internal and external customers better based on the data from Jira. It has helped us go from making gut-feel decisioning to data-centric decisioning. Good data wins debates. Jira helped us with good data.

We are also utilizing Jira's excellent searching, dashboarding and API functionality to feed data to other systems and drive changes beyond just customers.


Verified Reviewer

A great option for on-site ICT service desk management

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.


Mihai S.

Jira Service Desk the best tool for support

For me JSD was a challenge that thought me a lot. The product is awesome but there is still room for improvement.


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.


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

Chirag S.
Industry: Insurance
Company size: 51-200 Employees

Efficient service desk for companies small, medium or large

Used Daily for 1+ year
Reviewed on 14/2/2020
Review Source: Capterra

Prior to using Jira Service Desk, were using a combination of Excel and SharePoint with workflows. We couldn't get great reports. It was hard to customize. Workflows broke without a reason because, you know, it's SharePoint. And the entire process of serving customers was dead slow. We brought in Jira Service Desk as a test bed. Within 2 hours, we were testing and customers were putting in tickets. While we used most of the default settings, the value we were generating was way beyond we ever had. Then, we set up SLAs and watch reports for a few days. We were able to see everything we wanted - who reported the issue, when, what was the priority, how many comment exchanges happened, how much time did we spend, did we meet SLAs, what was the solution, etc. Fast forward 2 years. We are now able to create strategies to service internal and external customers better based on the data from Jira. It has helped us go from making gut-feel decisioning to data-centric decisioning. Good data wins debates. Jira helped us with good data.

We are also utilizing Jira's excellent searching, dashboarding and API functionality to feed data to other systems and drive changes beyond just customers.

Pros

Jira Service Desk was very easy to get started with. You could literally sign up for it and begin using it within an hour. Ticketing system is very customizable and powerful. Customers can be added in bulk and customers can sign up for entering issues. We were able to create different projects (or service queues) so that customers could send requests for IT help, or administrative help, or help with projects. Each such project/queue had different fields. Metrics are all built into the software, so we can know how often Service Level Agreements were breached, who breached them etc. The sheer amount of customizability is a joy. However, without discipline and thoughtfulness, it is very easy to customize it the wrong way.

Cons

We feel that the price point could be lower and the speed could be a little faster. Atlassian has made improvements with speed. If a company had 5 people manning different queues and the issue volume is low, the cost would be ~1500/year for those 5 users. So, it would may not be cost effective for a small company that is watching their costs closely. We also felt that a Wiki is not built in. So, if a common solution needs to documented that spans multiple tickets, there's no way to do so. We could buy Confluence from Atlassian for an additional cost.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Verified Reviewer
Industry: Music
Company size: 501-1,000 Employees

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

Mihai S.
Industry: Information Technology & Services
Company size: 501-1,000 Employees

Jira Service Desk the best tool for support

Used Daily for 2+ years
Reviewed on 26/2/2020
Review Source: Capterra

For me JSD was a challenge that thought me a lot. The product is awesome but there is still room for improvement.

Pros

What I did like the most about JSD is the fact that you have a customer portal, a way to track and view your tickets at any time.
You can customize the product to at very last detail without too much trouble.

Cons

The stability of the software can be a sensitive balance after you reach 500.000 issues created on your instance.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

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

User recommendation
8.4/10
Based on 250 user ratings
Compare user recommendation rating with alternatives
Compare with alternatives

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 250 user ratings
Compare value for money rating with alternatives
Compare with alternatives

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 Analytics
Reporting & Statistics
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4.3/5
Based on 250 user ratings
Compare features rating with alternatives
Compare with alternatives

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