JIRA Service Desk

(413)
4.1 out of 5 stars

Built on Atlassian’s JIRA, JIRA Service Desk delivers an effortless service experience, adapts to your needs, with set up time and pricing at a fraction of competitors.

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JIRA Service Desk Features

Incident Management
Automate Ticket Routing

Routes tickets automatically to the appropriate user.

87%
(Based on 120 reviews)
Ticket Prioritization

Prioritizes tickets based on factors configured by the user.

88%
(Based on 126 reviews)
Ticket Notifications

Notifies the IT team when a ticket needs action.

86%
(Based on 131 reviews)
Knowledge Base

Provides a forum for answers to common questions.

83%
(Based on 104 reviews)
Knowledge Base/Ticket Integration

Integrates knowledge base articles into a ticket.

83%
(Based on 104 reviews)
Knowledge Share
Knowledge Base

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

83%
(Based on 54 reviews)
Searchable Articles

Makes articles in the knowledge base searchable on the web.

82%
(Based on 54 reviews)
Community Forums

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

81%
(Based on 44 reviews)
Interactive FAQs & Forums

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

79%
(Based on 41 reviews)
Reporting
Dashboards

Displays important metrics relating to performance.

84%
(Based on 125 reviews)
Time Tracking

Tracks time worked on a ticket.

83%
(Based on 119 reviews)
Surveys

Provides surveys to measure employee satisfaction.

78%
(Based on 78 reviews)
Interaction
Web Portals

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

81%
(Based on 53 reviews)
Forum to Reponse

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

82%
(Based on 46 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.

88%
(Based on 57 reviews)
Live Chat

Embeds live chat capabilities within self-service tools.

75%
(Based on 31 reviews)
Access & Usability
Mobile

Enables access to service desk features via mobile device.

76%
(Based on 70 reviews)
Self Service

Enables employees to view the status of their tickets.

83%
(Based on 97 reviews)
Active Directory

Provides a directory of all users within an organization.

84%
(Based on 82 reviews)
Multi-Channel Access

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

81%
(Based on 74 reviews)