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Jira Service Desk Features

Administration

Change Management

Tools to track and implement required IT changes in a system.

89%
(Based on 6 reviews)

Asset Management

Tools to organize and manage all IT assets within an organization.

80%
(Based on 5 reviews)

Reports & Analytics

A means to view and analyze a large amount of data in order to gain business insights.

83%
(Based on 7 reviews)

Incident Management

Automate Ticket Routing

Routes tickets automatically to the appropriate user.

85%
(Based on 137 reviews)

Ticket Prioritization

Prioritizes tickets based on factors configured by the user.

86%
(Based on 143 reviews)

Ticket Notifications

Notifies the IT team when a ticket needs action.

85%
(Based on 150 reviews)

Knowledge Base

Provides a forum for answers to common questions.

81%
(Based on 119 reviews)

Knowledge Base/Ticket Integration

Integrates knowledge base articles into a ticket.

81%
(Based on 119 reviews)

Knowledge Share

Knowledge Base

Provides a repository of information that can be used by those seeking support.

80%
(Based on 63 reviews)

Searchable Articles

Makes articles in the knowledge base searchable on the web.

81%
(Based on 64 reviews)

Community Forums

Enables users to engage with other users to solve common issues.

79%
(Based on 52 reviews)

Interactive FAQs & Forums

Allows site administrators to participate in forums and update FAQs accordingly.

78%
(Based on 51 reviews)

Service Desk

Help Desk

A place for users to submit tickets when they require IT help.

87%
(Based on 9 reviews)

Incident Reports

Reports based on IT incidents so IT members can prioritize high risk issues and maintain a record of problems and how often they occur.

81%
(Based on 9 reviews)

Process Workflow

The ability to create flowcharts and other means to outline specific processes to ensure that all requirements are met.

81%
(Based on 9 reviews)

Reporting

Dashboards

Displays important metrics relating to performance.

83%
(Based on 141 reviews)

Time Tracking

Tracks time worked on a ticket.

83%
(Based on 132 reviews)

Surveys

Provides surveys to measure employee satisfaction.

75%
(Based on 89 reviews)

Interaction

Web Portals

Takes users to a customer-based site location, customized to match the site. Can either be public or require login.

80%
(Based on 62 reviews)

Forum to Reponse

Creates tickets from forum questions that were not resolved within the community.

82%
(Based on 55 reviews)

Tickets and Tagging

Troubleshoots problems with clients who have created a ticket in an attempt to provide a likely solution before taking the problem to support personnel.

87%
(Based on 68 reviews)

Live Chat

Embeds live chat capabilities within self-service tools.

75%
(Based on 34 reviews)

Access & Usability

Mobile

Enables access to service desk features via mobile device.

74%
(Based on 82 reviews)

Self Service

Enables employees to view the status of their tickets.

83%
(Based on 113 reviews)

Active Directory

Provides a directory of all users within an organization.

82%
(Based on 92 reviews)

Multi-Channel Access

Enables access to service desk features through multiple channels such as email, phone, or the portal.

79%
(Based on 86 reviews)

449 Jira Service Desk reviews

4.1 out of 5
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Jira Service Desk Pricing

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Jira Service Desk Features

  • Change Management
  • Asset Management
  • Reports & Analytics
  • Automate Ticket Routing
  • Ticket Prioritization
  • Ticket Notifications

Jira Service Desk User Ratings

7.9
Ease of Use
Average: 8.1*
8.0
Quality of Support
Average: 8.5*
7.3
Ease of Setup
Average: 7.8*
* Service Desk Category
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