JIRA Service Desk Archived Reviews (More than two years old)

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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 where needed. It shows problem zones and where more… 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 helps the employees. JIRA SD also helps for much… 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 customer-facing systems.

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 users. It is bad when you have 51 users then the… more»

Which solution did I use previously and why did I 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 by hiring professionals who will help you to make… more»

Which other solutions did I evaluate?

Not really, as it was much better than Bugzilla which we used before.
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.
Learn what your peers think about JIRA Service Desk. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
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Real User
Business Analyst at Towers Watson
Jun 17 2015

What is most valuable?

The system is relatively straightforward to configure. The ability to add custom fields is useful as is the ability to customise the individual queues for the service desk requests to sit in.

What needs improvement?

It does not integrate very well with our email system (MS Outlook). When users log issues they sometimes include a paragraph of text, or a report, with some of the content highlighted in order to draw attention to a problem. The email… more»

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

Licensing has been much improved recently. In their previous version of Service Desk Atlassian were insisting that the customers (people who raised tickets) were all licensed Jira users. They have dropped that now and the product came back… more»

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

We used a product called Infra which is being discontinued in it's current form. We decided to review other products as we had decided to 'jump ship' with Infra.

Which other solutions did I evaluate?

We also looked at Vivantio Service Desk and will probably implement this instead of Atlassian Service desk.

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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