JIRA Service Desk

(408)
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 review by <span>Alan M.</span>
Alan M.
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Verified Current User
Invitation from G2 Crowd
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Essential project management software for our business

What do you like best?

It's a great platform that supports whatever type of PM you want to use but is best suited for us in Agile and SCRUM. We don;t use all of the features as this platform is a beast but it keeps us on track with all our projects, sprints and tasks. Integrates with all the things you would expect, definitely essential to our development cycle

What do you dislike?

The UI is sometimes a bit annoying, editing tasks can be a bit of a nightmare because you have to do it from specific places, sometimes not intuitively.

We work in publishing so not a true software development environment so as things come in we have to deal with them, as a result we've had to give up on using things like burn charts but that's more to do with our workflow.

It can get expensive as you scale up so planning out who and how it gets accessed by is important

What business problems are you solving with the product? What benefits have you realized?

This is our comms tool for the business, we didn't have a service desk before JIRA. It allows our entire business to submit a wide variety of requests and for us to control and prioritise workflow for the team. It's simple to use and intuitive for most people but does require a bit of set up

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JIRA Service Desk review by <span>Abhijeet P.</span>
Abhijeet P.
Validated Reviewer
Verified Current User
Invitation from G2 Crowd
Reviewed On

Best in Industry!!

What do you like best?

Quick Bug fixes

less resolution time

Proactive monthly maintenance Notification and other notifications too

Understanding of issue quickly

Overall best till time

Quick hot line support

Admin has good understanding of issue

Also branding support is fantastic. We have cahnges some bradning and support guys helped us to managed this well

What do you dislike?

Mobile application support

Multiple language support and code performance.

We required some changes in product but we did not received satisfactory answer and told us wait for future release

sometimes downtime is more than expected and it is frequent due to more bugs

Recommendations to others considering the product

I would suggests this is best online software till date and you can fully utilize this for your BAU activities and do much better in projects handling and for customer satisfaction.

What business problems are you solving with the product? What benefits have you realized?

Overall we are managing our projects in best manner due to JIRA Support.

We are doing tedious jobs which we took almost couple of days now we are delivering in hours.

Compare to other softwares in industry - I think this is awesome online software to avoid Waterfall model.

I was very upset with waterfall model and now this JIRA approach which involves scrum, sprint and customer as well so we can have transparency.

HIGHLY RECOMMENDED !!

What Service Desk solution do you use?

Thanks for letting us know!
JIRA Service Desk review by <span>kiprotich g.</span>
kiprotich g.
Validated Reviewer
Verified Current User
Invitation from G2 Crowd
Reviewed On

JIRA Service Desk IT SUPPORT

What do you like best?

Jira service desk is fast,efficient and user friendly.It is efficient in interdepartmental communication and seeking IT SUPPORT from IT department,data retrieval and access..customer support and response,,email integration and support

What do you dislike?

For its usage you must be online and also the person whom you need help should also be online for its convenient and proper usage,also the person should have Basic knowledge on Information technology.Customer responds purely depends on availability of internet.Another dislike is in case of network interruptions or slow internet connectivity will make JIRA SERVICE DESK to be slow hence affecting overall functionality

Recommendations to others considering the product

Kindly adopt the JIRA service desk for IT SUPPORT and performance improvement in your organization.Jira SERVICE DESK FACILITATES tickets PRIORITIZATION,ROUTING AND NOTIFICATIONS which are essential in any functions of an organization

What business problems are you solving with the product? What benefits have you realized?

IT SUPPORT PROBLEMS..THE BENEFITS ARE MANY like its saves on time and improves on performance of the organization.Workers can communicate freely.

JIRA Service Desk review by <span>Paul Robert L.</span>
Paul Robert L.
Validated Reviewer
Verified Current User
Invitation from G2 Crowd
Reviewed On

Great way of tracking issues for Agile-development environments

What do you like best?

Easy to use and to set up. Permissions are role based and each person can have different roles in different projects. The tasks are also easy to setup on the user end.

What do you dislike?

Reports are hard to understand without knowing the type beforehand. For critical-issues, there are no alerts to let the user know that their tasks is due or near due.

Recommendations to others considering the product

Highly recommended for Agile environment. Scrum implementation is built in but for non-scrum users, there are also boards where they can simply post issues and developers/engineers can work on those at their leisure rather than a formalized scrum meeting.

What business problems are you solving with the product? What benefits have you realized?

We are mainly solving the issue of not tracking history of development. Sometimes duplicate issues showed up and we did not know that it was already solved, having everything tracked is a great way of saving time. Other benefits that are appreciated but was overlooked in the beginning was seeing the amount of work engineers are actually putting in. Before we did not know that some of the engineers would spend hours on a project even though they looked like they were always done with their work.

JIRA Service Desk review by <span>Rahul B.</span>
Rahul B.
Validated Reviewer
Verified Current User
Organic
Reviewed On

Excellent project management

What do you like best?

The user interface is the best part of this software. As soon as you login you see the tasks you need to do. Then the issue details page, where every information you need is available at your tip. The best part, to make a simple change, you don't have to refresh.

This it available both as cloud application and in-premise installation.

And not to forget, seamless integration with bitbucket. You can either make a branch in the bitbucket repository from JIRA, or it automatically associates a story with a branch in bitbucket. Bitbucket is the best repository in my thoughts (better than github)

What do you dislike?

There are several issues related to the permissions that the team can work on.

Recommendations to others considering the product

There are several competing software, but when it comes to the best implementation of agile and kanban, nothing can beat Jira

What business problems are you solving with the product? What benefits have you realized?

Project management, team collaboration

JIRA Service Desk review by <span>TINCY G.</span>
TINCY G.
Validated Reviewer
Verified Current User
Invitation from G2 Crowd
Reviewed On

Jira - A faster tool for issue resolution

What do you like best?

The kind of view it offers, which is easily understandable and therefore resulting in faster issue resolution. The ease with which daily work can be logged and monitored. It also provides an option to track the issue which is indeed helpful as it helps me know the progress of the issue raised and also the name of the assignee. Also, the JIRA service desk provides wonderful customer support. It also helps us meet SLA.

I

What do you dislike?

The maintenance of Jira can be improved. The initial set up is quite complicated. Also, the automatic session timeout.

Recommendations to others considering the product

I would definitely suggest JIRA service desk to everyone as it is very user-friendly. It helps us raise an issue and also track them. Use this service and make your life easier. The wonderful customer support is a must mention.

What business problems are you solving with the product? What benefits have you realized?

Jira service desk has been an effective solution for daily issue tracking. The features like the addition of tasks, effort logging, easy monitoring of who is the task worked upon by.

The team was able to add epics, user stories, tasks and also assign it to them. The Kanban board is very helpful in the quick monitoring of the tasks and also helps us know the tasks in progress /that are completed.

Also, as we are working in agile methodology, it's really important to complete the tasks in the assigned span. And JIRA service desk has been very helpful in addressing issues.

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