JIRA Service Desk Pros and Cons

This is the most complete and versatile enterprise task management product and issue tracker.

It's easy to set up the solution.

JIRA helps integrate Kanban Board features and for this reason what it does it does well.

The SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features.

One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers.

This is a flexible tool for logging and tracking issues efficiently.

This solution has helped us a great deal in project management tracking and forecasting.

The most valuable features are the management tools.

The customization is the most valuable aspect of the solution. I can customize full workflows. It's very flexible. We can use mail if we want to open requests as well.

Some of the most valuable features are simplicity, ease of configuration, and ease of customization.

Integration possibilities with other products that are not Atlassian would be helpful. Support should also provide separate installation guides for each product even though they are easy to install.

JSD has some analytics, but it's pretty much basic and simple dashboards. There's no mobile application for JSD. It really would benefit from better implementation with other vendors. We're heavily reliant on some external marketplace applications.

If JIRA were more of a substantial stand-alone product that covered more needs for project management, we wouldn't be using a suite of products.

From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC. It's also not fully ITSM management if you compare it with ServiceNow or BMC. They have a full model of ITSM. In BMC they have TrueSight, they have Discovery, which helps IT to discover IT equipment with a serial number, with the specs, capacity of the server.

An improvement they could add is a better management dashboard. We only use the dashboard for the administration mode. We have a dashboard that reports the state of bugs or requirements. However, customers can only view requests that they made. We are not able to share a dashboard with our manager level customers to show them all of the requests in a quick dashboard.

It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)

JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow.

If we can have an easier way to deploy this solution without the help of a consultant and a more reliable way of deploying procedures, it would be quite helpful.

The solution should be more formalized. It could be more user-friendly.

At times you will need add-ons or additional software, so built-in features would be helpful.