JIRA Service Desk Reviews

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Yaser_Kazerooni
Real User
Agile Couch at Fusoft
Sep 16 2019

What is most valuable?

The best part of the application for me is the ability to manage the issues. Within the different layers, you can set priorities, define task management, assign tasks to the software team or to different groups or functions to help manage… more»

How has it helped my organization?

It helps us to provide better customer service.

What needs improvement?

I think that JIRA Service Desk is a very good product and that it is full of features that work well to manage tasks. It has the flexibility to handle many different activities and it is very good at this. Especially in the latest version… more»

Which solution did I use previously and why did I switch?

I worked in a different company and when I was there they were using a different solution. It was an airplane company in Iran. For part of my job, I was tasked with finding the best solution for managing tasks in different layers of the… more»

What other advice do I have?

I think I had the opportunity to learn a few things by working with JIRA Service Desk. It has been a good solution and supports good practices, but it is not everything every company needs. I can't find a better single solution for a better… more»
Satyadeo Thakur
Consultant
Lead Consultant at Enquero Inc
Jun 24 2020

What is most valuable?

It's easy to set up the solution.

What needs improvement?

JIRA Service Desk is really good when you have a primitive environment where most of the Atlassian applications are already present. However, if you are just using JIRA Service Desk for making leads for an IPS and solution, then it becomes really difficult to get all these IPS and capabilities up… more»

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

I'm not sure what the exact pricing is, but it's tiered based on the number of users. If a company has 10 users it might cost X but with 50 users it will cost Y. Outside solutions, such as plugins, may come at an extra cost. Apart from that, I don't think Jira has additional costs.

What other advice do I have?

While we largely deal with cloud deployments, we did recently have a client that requested an on-premises deployment. The types of clients we have are small or medium-sized enterprises typically. On a cost-basis, the product offering is very good. Jira is very customer-centric. They really try to… more»
Learn what your peers think about JIRA Service Desk. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
431,790 professionals have used our research since 2012.
Stephen Kane
Consultant
Technical Solutions Consultant at a tech services company with 51-200 employees
Sep 26 2019

What is most valuable?

The implementation that we have is highly customized, so I can't talk to the capabilities of JIRA product independently because I'm not familiar with all of the different things that can be done with it. It's very useful in terms of the… more»

How has it helped my organization?

It simply helps us shape our project management workflow.

What needs improvement?

One of the best additions to this product would be a single centralized point in which to store all the documents that are involved in progressing with tasks. For instance, if you're working on a JIRA task and you attach a document to it… more»

Which solution did I use previously and why did I switch?

We have looked for solutions in terms of the enterprise applications that are used by my company. We already have Confluence, we have JIRA Service desk, and we have Quest KACE Endpoint Management. We also use VMware AirWatch, virtualization… more»

What other advice do I have?

When considering a solution it is best to stay as standard as possible when adopting it. The further you get off the standard path the more difficult it is to adopt or adapt to other solutions if that becomes necessary or desirable in the… more»
Imed Inoubli
Real User
Information Technology Service Desk Manager at MAF Retail
Jul 30 2020

What is most valuable?

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

What needs improvement?

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… more»

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

Compared with other vendors, pricing is okay. But they increase the price every year which gets me in trouble with finance. I have to convince them why I have to pay these extra amounts which are supposed to stay the same. I know it's not linked to Atlassian always, because also the other partner… more»

What other advice do I have?

I would rate Jira an eight out of ten. I would like for them to have automation to change the portal, it's still limited. It's not user-friendly compared with other vendors. I recommend would, of course, recommend Jira. It depends on the users. When we started, it was good for us but now that the… more»
MohammadRanjbar
Real User
IT Manager at Razi Insurance
Sep 22 2019

What is most valuable?

It is simple to use. It is clear for our customer, who usually don't know English very well. The simple user interface helps them use the software.

How has it helped my organization?

We designed a single page on JIRA and classified it into three parts. One part reports software bugs, another part to report requirements about software development, and the last part for other… more»

What needs improvement?

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… more»

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

Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free. It's uncomfortable, but because we don't have any laws about copyright, we must do it. We also do this… more»

What other advice do I have?

I would rate this as nine out of ten. If they add a dashboard for management customers, it would be a ten.

Which other solutions did I evaluate?

I searched about the top CRM in the world and compared features. Eventually, we selected JIRA.
MandlaMbonambi
Real User
Founder and The Craftmaster at a tech services company with 1-10 employees
Jun 12 2019

What is most valuable?

The product is valuable for logging and tracking issues. We can use it on multiple platforms and make it accessible to other people in other streams.

How has it helped my organization?

It allows tracking and communications to be sure issues are resolved. This helps us remain on task and keeps clients happy.

What needs improvement?

The product could be improved by integrating better with mobile numbers. For example, creating a WhatsApp platform would extend the solution and make it more useful. For… more»

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

I do not have a good idea of the costs as that is not my department, but it is a valuable solution for handling and tracking multiple projects.

Which solution did I use previously and why did I switch?

We previously used the defect module for Micro Focus ALM.

What other advice do I have?

On a scale of one to ten, I would rate this solution as an eight. It is a good solution and it helps to boost productivity.

Which other solutions did I evaluate?

We did not really evaluate other products when making the switch to JIRA. It seemed to be an intuitive choice.
BasharatAhmed
Real User
Product Manager at Hashmove
Sep 10 2019

What is most valuable?

The most valuable features of this solution are the JIRA Bots and the dashboard. I am satisfied with these features.

How has it helped my organization?

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

What needs improvement?

Some of the areas that could be improved are with the customizations. For example, if I wanted to add a new user with the same name, or start a new bot, add a new caller, or even just want to add a new column, it is complicated. This area… more»

Which solution did I use previously and why did I switch?

We previously used different solutions, and we could have used both, but we found that JIRA was a good solution. We found it to be user-friendly, and it had a better market share. Although there are some differences, the other solution is… more»

What other advice do I have?

I started using JIRA in 2016 when I joined this company. It was a new software-house-startup company. They asked me if I would like to use JIRA or any other tool. I chose to learn JIRA and not do any R&D. I was very comfortable and the team… more»
Ahmed Shehata
Real User
IT Quality Section Head at Saudi Public Transport Company JSC
Sep 17 2019

What is most valuable?

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. The solution offers access to add-ons that are also very helpful.

What needs improvement?

The solution should be more formalized. It could be more user-friendly. If we are talking about IT service management, I think more features related to problem management need to be within the solution. If you want something for supplier… more»

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

When we bought the solution, I recall there was one license option limited to 50 users. There is an enterprise version as well.

Which solution did I use previously and why did I switch?

We previously used FS from Nexus, a Mac-specific manager, and a CS manager, among others, for various types of service management. We were trying to replace the IT Service management solutions with Jira mainly as a non-technical box for a… more»

What other advice do I have?

We are using the on-premises deployment model. It's a good, stable solution. It can help open the IT Solution management backing if you're just looking to do some enhancements. I would rate the solution seven out of ten.
See 6 More JIRA Service Desk Reviews

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Learn what your peers think about JIRA Service Desk. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
431,790 professionals have used our research since 2012.

JIRA Service Desk Questions

What is JIRA Service Desk?

JIRA Service Desk is service management software that connects IT to your business through fast, accountable resolution of customer requests. Built on Atlassians JIRA workflow engine, JIRA Service Desk offers a collaborative, agile platform and knowledge base thats low cost, easy to set up and scale, highly flexible, and features a powerfully-simple user experience. Redefine what IT means for your business with JIRA Service Desk.
JIRA Service Desk customers
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
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