JIRA Service Desk Pros and Cons

JIRA Service Desk Pros

Yaser_Kazerooni
Agile Couch at Fusoft
This is the most complete and versatile enterprise task management product and issue tracker.
View full review »
Satyadeo Thakur
Lead Consultant at Enquero Inc
It's easy to set up the solution.
View full review »
Stephen Kane
Technical Solutions Consultant at a tech services company with 51-200 employees
JIRA helps integrate Kanban Board features and for this reason what it does it does well.
View full review »
Learn what your peers think about JIRA Service Desk. Get advice and tips from experienced pros sharing their opinions. Updated: February 2021.
464,857 professionals have used our research since 2012.
Imed Inoubli
Information Technology Service Desk Manager at MAF Retail
The SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features.
View full review »
MohammadRanjbar
IT Manager at Razi Insurance
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.
View full review »
MandlaMbonambi
Founder and The Craftmaster at a tech services company with 1-10 employees
This is a flexible tool for logging and tracking issues efficiently.
View full review »
BasharatAhmed
Product Manager at Hashmove
This solution has helped us a great deal in project management tracking and forecasting.
View full review »
Ahmed Abdelwahab
Corporate Performance Lead at a tech services company with 501-1,000 employees
The most valuable features are the management tools.
View full review »
Ahmed Shehata
IT Quality Section Head at Saudi Public Transport Company JSC
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.
View full review »
reviewer1275297
Project & Delivery Manager at a comms service provider with 10,001+ employees
Some of the most valuable features are simplicity, ease of configuration, and ease of customization.
View full review »

JIRA Service Desk Cons

Yaser_Kazerooni
Agile Couch at Fusoft
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.
View full review »
Satyadeo Thakur
Lead Consultant at Enquero Inc
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.
View full review »
Stephen Kane
Technical Solutions Consultant at a tech services company with 51-200 employees
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.
View full review »
Learn what your peers think about JIRA Service Desk. Get advice and tips from experienced pros sharing their opinions. Updated: February 2021.
464,857 professionals have used our research since 2012.
Imed Inoubli
Information Technology Service Desk Manager at MAF Retail
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.
View full review »
MohammadRanjbar
IT Manager at Razi Insurance
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.
View full review »
MandlaMbonambi
Founder and The Craftmaster at a tech services company with 1-10 employees
It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)
View full review »
BasharatAhmed
Product Manager at Hashmove
JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow.
View full review »
Ahmed Abdelwahab
Corporate Performance Lead at a tech services company with 501-1,000 employees
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.
View full review »
Ahmed Shehata
IT Quality Section Head at Saudi Public Transport Company JSC
The solution should be more formalized. It could be more user-friendly.
View full review »
reviewer1275297
Project & Delivery Manager at a comms service provider with 10,001+ employees
At times you will need add-ons or additional software, so built-in features would be helpful.
View full review »
Learn what your peers think about JIRA Service Desk. Get advice and tips from experienced pros sharing their opinions. Updated: February 2021.
464,857 professionals have used our research since 2012.