JIRA Service Desk Reviews

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Stephen Kane
Consultant
Technical Solutions Consultant at a tech services company with 51-200 employees
Jun 24 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… 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… more»

If you previously used a different solution, which one did you use and why did you 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… 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… more»
IVerlaek
Real User
Director at a tech services company with 1-10 employees
Feb 26 2018

What is most valuable?

Transparency of the system helps both internal and external persons involved. Statistics allow us to deploy resources… more»

How has it helped my organization?

JIRA SD releases pressure on the IT department and generates statistics. It also makes the department more transparent and… more»

What needs improvement?

In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for… more»

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

Costs are about $50 per user per year. JIRA is sold in user tiers of 25, 50, 100, 250, 500, 2000, 10,000, and unlimited… more»

If you previously used a different solution, which one did you use and why did you switch?

We previously used CRM systems, like Vtiger CRM and SugarCRM. These are not intended for a development department.

What other advice do I have?

Buying a software solution is only a half part of the solution (or even less). You need to optimize usage of the software… more»
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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… more»

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… more»

What needs improvement?

The product could be improved by integrating better with mobile numbers. For example, creating a WhatsApp platform would… 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… more»

If you previously used a different solution, which one did you use and why did you 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… more»
Real User
Senior Manager at a retailer with 5,001-10,000 employees
May 19 2019

What do you think of JIRA Service Desk?

What is our primary use case?

We use this solution as a help desk. It's a place where the users upload tickets related to a new project, new ideas, new incidents, and things like that.

How has it helped my organization?

The solution has provided us with a tool for ticket management.

What is most valuable?

The most valuable feature of this solution is that it is user-friendly. It is web-based and can be accessed from everywhere.

What needs improvement?

This solution lacks features for project management. I would like to see more reports.

What do I think about the stability of the solution?

This is a stable and reliable solution.

How are customer service and technical support?

We have a contract with a local partner for technical support and they are fine.

How was the

Marc Isern Barbat
Real User
Analysis Manager at a tech services company with 11-50 employees
Jan 17 2018

What do you think of JIRA Service Desk?

What is our primary use case?

Service Desk and implementing typical ITIL processes (change, incident, problem, support management, etc.).

How has it helped my organization?

Allowing customized processes for our service contracts. Reporting and easy export to Excel spreadsheets, or similar.

What is most valuable?

Code available Emails for groups Usability  Bang for the buck (in small and mid-size organizations)

What needs improvement?

SaaS version for large organizations (more than 2000 users) is not available. Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS.

For how long have I used the solution?

One to three years.

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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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