JIRA Service Desk Review

Promotes collaboration between team members providing internal and external support


What is our primary use case?

We are using Jira Service Desk for supporting both internal and external clients. 

What is most valuable?

One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it. 

What needs improvement?

They need to work on the speed of Jira.

I would like to see a portal that supports communication between team members, where they are all notified about progress on a ticket.

For how long have I used the solution?

I began using Jira Service Desk when I joined the company about two and a half years ago, although the rest of the company has been using it for longer than that.

What do I think about the stability of the solution?

We have had a problem with stability in the past, although it has been resolved.

How are customer service and technical support?

I have contacted technical support about different features and I find that they don't address issues as fast as they should.

What's my experience with pricing, setup cost, and licensing?

The pricing is very competitive and I think that it is okay.

What other advice do I have?

I would rate this solution an eight out of ten.

Which deployment model are you using for this solution?

On-premises
**Disclosure: My company has a business relationship with this vendor other than being a customer: partner
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