JIRA Service Desk

(419)
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.

Work for JIRA Service Desk?

Learning about JIRA Service Desk?

We can help you find the solution that fits you best.

JIRA Service Desk Reviews

Ask JIRA Service Desk a Question
Write a Review
Filter Reviews
Filter Reviews
  • Ratings
  • Company Size
  • User Role
  • For Category
  • Industry
Ratings
Company Size
User Role
For Category
Industry
Showing 421 JIRA Service Desk reviews
LinkedIn Connections
JIRA Service Desk review by Kyle P.
Kyle P.
Validated Reviewer
Review Source

"Comprehensive useful tool for those that want to provide a service desk portal to clients."

What do you like best?

The breadth of features and customizability of JIRA Service Desk is excellent. We can taylor fit it to our individual needs, such as adding fields for PO numbers, estimates, labels. It serves as my virtual "dry erase board" of cases and lets me manage where they all stand in the process.

What do you dislike?

There's been times where it hasn't always been easy for our clients to get up and running on JIRA. That, and bringing in others on existing cases isn't always easy. Say we want to bring our developer in on a case, or a client's coworker. Adding them as participants, and being able to reference them in communications so that they get notified, hasn't always worked.

Recommendations to others considering the product

Make sure that your particular business' needs align with what JIRA Service Desk has to offer. It's very customizable, but with that customizability comes alot of time needed to familiarize yourself with the software and set it up. I definitely wouldn't use it unless you think having a service desk portal for your customers is something you want to offer.

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

We work with many different clients on a variety of cases, entailing different files and images and code snippets... these situations can be new sales situations or incident management. JIRA Service Desk serves as a virtual "patient chart' where we can have all participants to a case correspond on it, rather than rely on emails, voicemails, and even texts. We tell clients, "if it's not in JIRA, we have no record of it." All correspondence is noted, all time is tracked, making it the ultimate project management software.

Sign in to G2 Crowd to see what your connections have to say about JIRA Service Desk
JIRA Service Desk review by Alan M.
Alan M.
Validated Reviewer
Verified Current User
Review Source

"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

What Service Desk solution do you use?

Thanks for letting us know!
JIRA Service Desk review by Abhijeet P.
Abhijeet P.
Validated Reviewer
Verified Current User
Review Source

"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 !!

JIRA Service Desk review by kiprotich g.
kiprotich g.
Validated Reviewer
Verified Current User
Review Source

"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 Paul Robert L.
Paul Robert L.
Validated Reviewer
Verified Current User
Review Source

"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 User in Higher Education
User in Higher Education
Validated Reviewer
Verified Current User
Review Source

"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 TINCY G.
TINCY G.
Validated Reviewer
Verified Current User
Review Source

"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.

JIRA Service Desk review by Ipshita A.
Ipshita A.
Validated Reviewer
Verified Current User
Review Source

"Jira - One stop for all your Agile Practices"

What do you like best?

The best part about Jira is that it lets you access the same issue/story different in ways for example the board, the backlog or your user profile. It not only defines the tasks under the current sprint but also lets you see the current sprint tasks as as drop down as per your name.

Also, I like how it lets you define the estimates for a particular sub task. We can easily log work as per those hours and put in a comment.

The overall user interface is pretty intuitive, with numerous options.

What do you dislike?

The downtime that we face due to maintenance due to which the daily tracking and managing gets delayed.

Recommendations to others considering the product

Go for it! You won't regret using it.

Best tool for managing your Agile workflow.

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

In our project we are using Jira for overall project tracking based on issues. We add all our issues to the backlog and pick it up from here to add it to the current sprint.

We also use it to request and track the on-boarding details for reports like HP Fortify and SONAR.

JIRA Service Desk review by Tamanna M.
Tamanna M.
Validated Reviewer
Verified Current User
Review Source

"Jira The Perfect Tool For Smooth Management of an Agile Project"

What do you like best?

It is mostly used as issue tracker now a days it mostly used in agile project to track the status of of each and every activities in a project.It is having good user interactive with lot of functionality which is very easy to use.Here you can create a task and estimate the time for the task also you can create sub-task under that task and assign to respective people and easily track the progress.Lot of plugins systems are there some of are free and some of are paid which will add extra value to the toll. You can track the velocity of the team by seeing BurnDown chart and you can use Jira for release management as well.

What do you dislike?

It is very complicated to configure all the things. Some of action like delete a sub-task only those can do who have admin access. Spamming office mail for each and every action i don't feel it's useful.Sometime its create some issue like we can't track the work properly and they take a lot time to resolve it.Customer support need to be improve.Auto sing out feature after some time interval which i personally don't like.

Recommendations to others considering the product

Those all are working in a agile project Jira is best tool for track all the activities and run the project smoothly .you can easily estimate the time for release and you can deliver in time.

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

As we are working in a agile project we are using Jira to manage all task as user stories , we used to estimate the user stories and assign to respective person and we can track the progress and estimate the end time.We check velocity of team and how smoothly its going on.

JIRA Service Desk review by Sushant D.
Sushant D.
Validated Reviewer
Verified Current User
Review Source

"Task Manager in business world"

What do you like best?

Jira, provides an ease in tracking down the tasks, and efforts of an individual, and generates a report for this data given, providing the efficiency of the team as a whole.

It uses kanban board to show a detailed information of the individuals.

We can individually log the work, for the hours which a particular task took, and then compare it to the efforts estimated for the same.

This helps to efficiently estimate the tasks further on-going thus having the tasks completed on the committed timeline.

What do you dislike?

In Jira we usually face some issues while updating the status of each individual, as it is not reflected to other users in real time, when viewed on the same instance, even after refreshing.

Also one of the major concerns is the automatic session timeout, which creates a problem and you need to login time and again, as it logs out the current user automatically.

Recommendations to others considering the product

For keeping a track of issues/ tasks, we can go for Jira, as it helps in improving the efficiency and helps improving the planning.

If someone is working in a big organization, so to keep a track of each individual, and getting updates, we can prefer Jira

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

In our business we are using Jira, for keeping a track of the tasks, under the sprints, spike or epic taken up.

Also we are using to monitor the efficiency and the burn down chart to get to improve ourselves, while working in Agile Methodology.

JIRA Service Desk review by Shane B.
Shane B.
Validated Reviewer
Verified Current User
Review Source

"Simple User Friendly software for day to day project management"

What do you like best?

It does bug tracking and sprints simple and well

What do you dislike?

The UI can be sometimes a little finecky sometimes and hard to find Sprints etc .. however this has improved greatly over the last few months and continues to do so

Recommendations to others considering the product

Take time to use the product in an actual project - if you play around with the software and only use it for test purposes you don't see the full benefits of what it can do for you.

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

Day to Day running of a small software team .. everything is organized and people know exactly what tasks they are working on and what their team is working on. We no longer use a white board now. The Project Managers can see progress instantly and rely this information to the project stakeholders.

JIRA Service Desk review by Pritam D.
Pritam D.
Validated Reviewer
Verified Current User
Review Source

"Jira issue tracker and importance in agile workflow"

What do you like best?

In a agile project Jira is very usefull tool. It is having a good interface which is easy to use ,when you are adding some task to Jira then we can easily track the process and when its gonna complete and how much effort we are putting in the task.Then other feature like product backlog we can check and we can check the sprint velocity so we can find out all the work going on a smooth flow or not. Burndown chart we can see and release date estimation we can estimate also basically it helps to process the sprint smoothly and we can keep track of it.

What do you dislike?

its bit slow that i find and some time create issues like we can not update ours task progress and generating the report of the sprint also bit complex. Auto sign off every time after some time and its expensive also .it send auto mail for each and every activity like addition of task moving the task i did find its required.

Recommendations to others considering the product

if you are in a agile project it is the best tool to run the project smoothly

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

In my project we are creating the use stories in each sprint through out the project and creating sub task for each use stories and assigning the sub-task to individual people and keeping a track of it and generating release report and burndown chat every sprint-wise.

JIRA Service Desk review by Prabhudayal A.
Prabhudayal A.
Validated Reviewer
Verified Current User
Review Source

"Jira Agile- Modern tool for project management"

What do you like best?

1. Agile workflow support provided by Jira.

2.Configurable UI for individual needs.- You can configure your own dashboard as per your need.

3.Real time update of patch and fix. - You don't have to worry about installing the patches. No DevOps engineer is required

4.Graphical representation of efficiency and progress. - Especially i like the Jira burn down chart, which keeps the team in working mode.

What do you dislike?

1. Complex installation process.

2. Dashboard if not configured properly can be a nightmare to new users. New users might complain for finding too many buttons and details, which leads to difficulty in working in agile mode.

3.Abnormal behavior at times.- automatic logout, slows a lot , different state of sub tasks for 2 different users.

4.Really expensive.

5. Last one which i personally find irritating is getting emails on each and every change of tasks

Recommendations to others considering the product

Not a worth for money product. But if experienced users are present and really big enough teams , might be considered.

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

We are working in agile mode. Hence user stories, epics, sub-tasks those are being tracked using Jira.

And as i was informing earlier in likes section we have burn down chart and efficiency graph to monitor the team progress and efficiency.

JIRA Service Desk review by Billy J.
Billy J.
Validated Reviewer
Verified Current User
Review Source

"Good and Interactive Interface"

What do you like best?

The best thing that i like is the "TRACK YOUR ISSUE" option that is available and we can have a continuous track over the request that we have raised and the assignee who is handling the request. We have full control over issues and requests and follow it very closely. The name of the person whom its is assigned is also provide . So it is easy for the users to follow the issues. The customer support is very good when the service is down .

What do you dislike?

There is an option to assign the requests to some one . That option is what I dislike because that process is like ordering someone to do the work other than requesting . It may lead to mismanagement of peoples work As one person may end up in solving many requests.

Recommendations to others considering the product

Use this service as it makes your life easier . Helps in improving the CICD works so that there is less human intervention and everything in done automatically . One more thing to appreciate is they have a very good customer support to support the clients in all instances.

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

When we have to raise a ticket for getting access to certain reports like SONAR or HPE-Fortify we people use the JIRA service desk to raise a request and get our access. We as team also use the service desk to track the entire teams progress in terms of getting access and finishing their work.

JIRA Service Desk review by Mauro R.
Mauro R.
Validated Reviewer
Verified Current User
Review Source

"Service desk for all"

What do you like best?

The service desk help a lot to track different IT support activities and provide a tool to monitor the SLA provided by compny that is working with us.

What do you dislike?

What I dislike is the same of all this kind of tool, the deploy to the user give us the chance to provide a best service to the final user, because we can provide a layer to share the support with also some external company to cover different time zone, but for the user that in the past was used to have a direct contact or a phone call sometimes this doesn't seem an improvement but the see this tool and also the other similar too cold and the perception is that this is impersonal and not help like the normal use to go directly to the tech people

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

We start to use this kind of tool during the migration of our ecommerce to aws, but now we are working to open this to all our users, expecilly for the sales people to provide the best help when thery are with the customer

JIRA Service Desk review by Prity V.
Prity V.
Validated Reviewer
Verified Current User
Review Source

"Its a good tool to manage all the issues aand stories at one place."

What do you like best?

The feature of JIRA to control and manage all the work at one place is quite good and helpful. It helps to create issues and stories and also allows subtasks to be linked with proper stories. The feature of work log is also very manageable and effective to count the total efforts done by individuals, and this data is used to create reports of head counts and efforts required for any of the work.

It helps any organization to manage their resources and their valuable time in a very effective way.

What do you dislike?

JIRA can be found difficult to setup and use.

For a new user who is not at all aware of task management can find it difficult to adapt to the multiple features of it. specially how to manage the task, check the logs etc.

Recommendations to others considering the product

I would suggest JIRA to friends and colleagues as its user friendly, manageable and helps a lot in monitoring tasks and efforts at one place.

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

JIRA in my project is used to monitor the task related to the requirement, create stories, monitor their developments and issues related to them. It is also used to monitor the efforts logged by the resources on their tasks.

JIRA Service Desk review by Neelam D.
Neelam D.
Validated Reviewer
Verified Current User
Review Source

"JIRA is the best solution for tracking activities"

What do you like best?

The ability to look at what tasks are assigned to me and team member updates. JIRA helps in making the group work easier and to communicate with the team members.

What do you dislike?

The only thing that I dislike about it is maybe I don't know if the feature is there, but it does not send me desktop notification about my deadlines. I would love to have a reminder alerts feature.

Recommendations to others considering the product

I would like to highly suggest this product to people who are seeking an issue tracker and a project management software. Since we started using JIRA our task has been very easy in terms of handling issues and tracking problems. Working in software development area, we have experienced a high productivity because of JIRA and it has given the opportunity for our clients to view what is actually happening in the project and whether or not we are on the right track. It also gives opportunity to share files and comments which makes it easier to review and saves time by eliminating unnecessary meetings. I would highly recommend this product.

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

We are using JIRA to streamline our projects and also to track our application development activities. It also helps in collaborating with the team and knowing who is up to what tasks. Some of the benefits that we have gained by starting to use JIRA is:

1. Ticketing system for problems.

2. Project management

3. Documentation

4. Activity tracking

5. Team collaboration.

JIRA Service Desk review by Shelby S.
Shelby S.
Validated Reviewer
Review Source

"JIRA has been a great tool for use across multiple organizations"

What do you like best?

I like the various features that it has, including comments on each item in the system. It makes it easy to ask questions and make comments to the creator. It is very comprehensive and intuitive to use which is helpful for new associates.

What do you dislike?

I dislike that sometimes it is difficult to search for specific things and that sometimes it can run rather slowly. Overall it is a good tool.

Recommendations to others considering the product

Recommendations would be to make sure all fields of projects and issues are being used accordingly. Having the extra information has been very helpful when others are viewing the information. Also - use the watchers feature, as it is helpful to track issues and gain updates when anything is added, edited or changed.

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

It is a great way to have a large breadth of information on one single source. It connects a lot of aspects of our business together making it easy to analyze information and move forward with the best approach for the client.

JIRA Service Desk review by Tony H.
Tony H.
Validated Reviewer
Verified Current User
Review Source

"High performance issue tracking tool"

What do you like best?

It's high performance and can adapt to various development methodology e.g. Scrum or waterfall. It's the strategic issue tracking tool for my company since 2010. You can track project status easily by using the various built-in widgets to build a dynamic dashboard. JIRA Query Language (JQL) is an easy to use and intuitive query language to help you search for tickets.

What do you dislike?

Over time, the number of required fields for Story have grown and now it takes long time to fill out a Story issue.

Recommendations to others considering the product

JIRA is a great agile issue tracking tool if you are already using other Atlassian products e.g. Confluence.

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

Internal IT project issue tracking. It allows us to track project issues easily with audit trail.

JIRA Service Desk review by Danny G.
Danny G.
Validated Reviewer
Verified Current User
Review Source

"My experience with JIRA"

What do you like best?

JIRA has an easy-to-use interface and lots of features that help organize my clients' IT tickets and prioritize them accordingly. The robust API allows integration with many software tools and gives me the ability to build my own custom add-ons! Also, the PRICE is NICE! A team of three developers can utilize the service for only $10 per month! That's a huge savings!

What do you dislike?

At this moment, I haven't found anything that I dislike about JIRA.

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

The business problems I am solving by using JIRA are making sure my clients has the means to report IT issues and be able to respond to and prioritize those issues in a timely manner. The benefits of using JIRA are the ability to build a knowledge base of known issues; ability to report on metrics that matter to my clients' business so that we can catch bottlenecks before they happen; ability to collaborate in real-time with my clients using one platform.

JIRA Service Desk review by User in Computer Software
User in Computer Software
Validated Reviewer
Verified Current User
Review Source

"Jira as project tracking software"

What do you like best?

What I like best here is you monitor every agile projects assigned per persons or per team in this kind of software which in tack with one solutions software only. Collaboration with project workflow, issues on specific topic

What do you dislike?

It is good when there is a blocked or barrier column on why the project is still can't progress to collaborate with the team what are the good solutions with the problem unlike their Trello app which you can easily add a column who blocks why the specific project still not progressing.

Recommendations to others considering the product

What I recommend with this software is the easily of use, simple management of your projects with the software, monitoring the progress of the version of your projects, monitoring every team or persons tasks with regards the project

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

We see each other person tasks or to monitor every team tasks or their roles in the projects that assigned other than that this application is cool for those whose like simple interface for you to find out the workflows of the project by your team, what still in progress and what need to be develops with the project by adding or paste it with your incoming tasks in Jira.

JIRA Service Desk review by Karthik S.
Karthik S.
Validated Reviewer
Review Source

"JIRA Service Desk "

What do you like best?

JIRA Service Desk is very helpful and looks good for JIRA portal. As well this is very helpful in order to resolve when there is an issues in Bamboo. Bitbucket or anything associated with JIRA portal. Good for Devops and onestop shop for all atlassian products. As well good for ticketing in case of any issues like defects or incidents or anything needs to be done for the projects which is Agile in nature.

What do you dislike?

Dislikes are:

1. Performance lag during high usage of business. Since of most of my projects in my company are agile we are seeing huge performance lags during high official timings.

2. License cost is more per user since its an one stop shop.

3. Need separate server since Agile in nature.

Recommendations to others considering the product

Good one as it is updated in the market. Licensing cost is involved for every user.

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

1. Achieved Agile projects in quick turn around since Tickets are created in terms of Agile projects.

2. Smooth movements since Bamboo, Bitbucket are involved.

3. Easy to get the tikets resolved in quick turn around.

JIRA Service Desk review by Patrick N.
Patrick N.
Validated Reviewer
Verified Current User
Review Source

"Jira Service Desk to help IT solve any problem"

What do you like best?

It is very efficient and easy to use, saves time because someone from IT team can see your problem once you post and solve without delay by accessing your laptop through teamviewer

What do you dislike?

I do not dislike anything with Jira Service Desk . However, both you and the IT admin ought to be using the service to be able to help each other.

Recommendations to others considering the product

It is very intuitive, efficient and fast. It also saves time increasing productivity

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

To solve any problem concerning computers that arise and they need the IT admin's attention. For example, if I have network connection problem, I post it here and it is solved very fast. This saves time and increases productivity.

JIRA Service Desk review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"JIRA IT Service Desk"

What do you like best?

I use it in ticketing our IT support team which really helps a lot as it reduces office movements and keeps records of the services I have been offered. It enables follow up and shows if you were offered a solution. You don't have to approach the IT team in person.

What do you dislike?

I wish it could show my names at the top right corner instead of "Requests" only. I would love to see my Name while using the software. I also don't have the access to update my profile photo. I would also love to have an option of filling in my contact details such that I can access my account from anywhere.

Recommendations to others considering the product

I recommend those who have not used JIRA to give it a shot it never disappoint it really reduces office movements and time wastage.

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

Ticketing our IT support team when in need of support and supplies. I don't have to walk to their office in person. It also gives instant notifications about the person handling your problem.

JIRA Service Desk review by User in Computer Software
User in Computer Software
Validated Reviewer
Verified Current User
Review Source

"Only tool which allow you to prioritize your tasks"

What do you like best?

We been using this tool for several years and we can't able to work with out this tool. Very easy to organize the tasks and prioritize them.

1. Forget about planning and focus on tasks. All you have to worry about is the execution of the project.

2. Tracking your time with project trackers. The software can be tweaked such that it will also cover time tracking as well.

3. The software is free.

4. Evaluate the development. The developments that your skills undergo are essential to be recorded and the software will help in doing so.

5. This software will plan the schedule for you when you input the average time that you take for any kind of work.

What do you dislike?

We couldn't able to figure out a way to use same ticket for two different developers while doing parallel programming.

Recommendations to others considering the product

Even though jira is used by most of the technology groups, there are tons of other tools flooding in the market. You can customize the tool according to your own needs using other third party integrations.

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

task prioritization.

Assignment of tasks.

kanban,

scrum,

scheduling,

planning,

tracking

JIRA Service Desk review by Josh S.
Josh S.
Validated Reviewer
Review Source

"Fairly easy to use and a good tool for managing your "work to-do" schedule"

What do you like best?

Overall it is fairly easy to use this tool. You can easily create a task and if you check "create another" on the task you can rapid enter tasks with only a few adjustments to each task.

What do you dislike?

The "Work" screen could use some visual enhancements to make it current and a little more user friendly. It doesn't look bad currently, but it could definitely be improved. Even something as small as adding progress bars for each column "To Do, In Progress, Done". This would give you a quick idea on how much work really remains for your sprint. You may only see two tasks and think you are on track, but if those two tasks are worth a large amount of "points" then you might not be as far along as you think when you only see two remaining tasks.

Recommendations to others considering the product

Ask yourself if this product can handle your use case and if you think you will have questions, look online to see if it is easy enough to find answers. I build custom reports (using a different tool) going against the Jira DB, and the reports can get complex so while it's nice to have access to the data, do you have someone able to build them? If so I would suggest that as you can get helpful insights as to the teams progression.

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

We are using this to prioritize our workload and to keep on track with projects. The benefits would be the structure it adds to our working "sprints". We have a clear expectation on what we are going to accomplish, and if we get side tracked, we can enter that here and have documentation as to why we did not accomplish some of the tasks we originally planned to complete.

JIRA Service Desk review by Jayant B.
Jayant B.
Validated Reviewer
Verified Current User
Review Source

"Incredible tool for micro management of project"

What do you like best?

It's been 4+ years with JIRA now, to begin with, the UI is incredibly intuitive and accurate. We are a team of 17 professionals spanned across the globe who contribute to the project every single day, hence this powerful tool is a must for us to keep the everyone in the team on the same page by assisting work progress shown in the best possible way. Kudos to the tool founders. Cheers!

What do you dislike?

I personally haven't come across any such dislike around JIRA yet, though the only attribute that it doesn't have is live chat. I wish this too was there in the tool itself to make project development ultra rich experience. Otherwise, there isn't anything substantial to go down as dislike.

Recommendations to others considering the product

Folks in project development should go with this tool without any second guessing. It'll make life easier and productive.

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

A perfect cross-section of possibly everything in project development, right from the beginning of feasibility study to execution time to deployment to testing and production/regression. This tool keeps everybody in the team informed and helps in bridging the gap between people working in a project spanned across the globe.

JIRA Service Desk review by Ratan P.
Ratan P.
Validated Reviewer
Verified Current User
Review Source

"Experience with JIRA"

What do you like best?

We can Customised interface depending on the project requirement and the workflow. We are working on multiple projects, each has different workflow.

JIRA helps to manages all the project without any extra effort. JQL (JIRA query language) help to create our own reports with a graphical interface. Managing sprints made easy through JIRA.

What do you dislike?

More flexibility in customisation sometime makes the process tedious. This can be the responsibility of the administrator who manages the process.

Recommendations to others considering the product

Its really helpful to keep track of the development process and manage things. It has lots of customisation features which makes it suitable for any kind of business models.

It reduces the work load of manages by keeping track of resources and processes.

It also supports to have software lifecycle for the project by including different stages while development.

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

Bug tracking, feature development process, Sprint monitoring, report generation, Bug assignment, Resource monitoring etc

JIRA really helps to lower the process load by keeping tracking of all development process. We can also pull out the individual report which helps to analyze the contribution of individual to the product.

JIRA Service Desk review by Patrick L.
Patrick L.
Validated Reviewer
Review Source

"Great service desk solution especially if you are already an Atlassian house"

What do you like best?

Being part of the Atlassian product family, it has great integration and synergy with the rest of the product stack. If you are considering using Jira Service Desk, chances are, you are probably using their other products already, and you can't go wrong with it. Atlassian has done a great job to ensure when you are using their products together, you can cover almost every aspect of customer service experience.

Also since it is built on top of Jira, it is able to leverage most, if not all of Jira's powerful and advanced features, and has access to a wide variety of extensions available from third parties.

What do you dislike?

Not as extensible as Jira, although this may not be an issue if the out of box UI is sufficient for your use case. For people that are not familiar with Jira, it can have a bit of a learning curve. Some expected features such as online chat and knowledge base require you to use other Atlassian products, while other alternatives have them "built-in".

Recommendations to others considering the product

Great service desk product if you are using other Atlassian products too, such as Jira for issue tracking/project management, Confluence for documentation. Service desk will integrate really well with all these applications and give you are very comprehensive experience, from customer to support to engineering to management.

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

Provide an online customer service portal for customers

Knowledge base with FAQ and common questions for customer self-service

JIRA Service Desk review by Elizabeth (Liesl) M.
Elizabeth (Liesl) M.
Validated Reviewer
Verified Current User
Review Source

"Great Tool"

What do you like best?

I love that JIRA Service Desk makes it easy for my customers to track their reported issues with our software. It saves me the trouble of answering dozens of questions per customer about ticket status, and also keeps any Q&A between me and my customers in a conversation directly on the ticket for the reported issue, rather than scattered throughout emails and phone calls.

What do you dislike?

The widget we use for customers to report issues by generating JIRA Service Desk tickets takes a screen shot of the issue the customer is reporting. Those screen shots are reported to me as an internal JIRA user at my company, but not to my customers in the Service Desk interface for my customers. That causes some confusion and frustration. I also wish the user interface were a bit more customizable on an individual level, like JIRA.

Recommendations to others considering the product

Great product if you need an external-facing system for reporting and managing reported bugs.

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

My company creates web software for corporate clients. We needed an easy way for customers to report issues an inaccuracies within our software. Service Desk makes it easy for them to report issues that I can escalate or redirect as needed internally. JIRA is where we track work on our product, so Service Desk complements that perfectly. All of our tasks stay in one Atlassian ecosystem.

JIRA Service Desk review by Seneca A.
Seneca A.
Validated Reviewer
Verified Current User
Review Source

"Great Helpdesk Platform"

What do you like best?

I like how it forces me and my team to attend to the tasks at hand. We can see all of the requests formerly in disparate emails in one location, and how long they've been there.

What do you dislike?

I dislike the UI of the system. I often have users that don't find the ability to select the correct category for their helpdesk requests. My users often just select the first item on the list, which hurts the reporting features that we use on the backend to see where our biggest issues exist and how our resources have been allocated (by issue type) and how to better allocate those resources in the future.

Recommendations to others considering the product

You need buy-in from managers, and the authority to sometimes force your users into using this or any service desk type solution if you've never used one before.

I often have to have my user go back and put in the issue after it's already been solved as a record for posterity when they still bring an issue to me directly, or send an email outside of the system.

To make it easier for my users, we also turned on a feature that let's them send an email (after they've registered) to a 'helpdesk@companydomain.com' email address.

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

I am solving the problem of issues, problems and requests falling through the cracks!

Now, I not only get an email:

I have a dashboard, where all of my issues live

I have a timer that tells me how long this issue has been made known to me (which I can gamify and see how quickly I can clear out my issues

I get feedback from my users after I mark their issues as resolved

I have quantified data to show my mangers how I spend my time and where I may need more resources.

JIRA Service Desk review by Rudy Z.
Rudy Z.
Validated Reviewer
Verified Current User
Review Source

"Excellent ticketing software, excellent integration with Atlassian stack, recommended!"

What do you like best?

JIRA is an excellent ticketing software that provides great customization and reporting. It is also very well integrated with the entire Confluence stack making the software a breeze to use in environments where Atlassian software is used!

What do you dislike?

The search queries take some getting used to and learning, documentation around this aspect is not very very detailed. Reporting functions always takes a bit of extra effort to setup and customize to ones liking. Specific features within creating tickets also take a bit of extra effort to learn and to use efficiently

Recommendations to others considering the product

If you are looking at implementing the Atlassian stack, I whole-heartedly recommend you to implement JIRA Service Desk compared to other service desk solutions. Its ease of use, customization and integration with the rest of Atlassian stack is what prompted us to use it!!

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

We use JIRA to report development progress as well as issues in our deployment environments. By using JIRA, we are able to integrate software development, deploying issue reporting, debugging, user requests all into one single solution. This leaves very good paper trail that we can always go back to for reference. JIRA is also very easy to start and to use!

JIRA Service Desk review by Sander J.
Sander J.
Validated Reviewer
Review Source

"ITSM tool for all needs"

What do you like best?

We primarily use it for asset management,customer portal email integration and also bug fix,.So this being a powerful customer interactive tool,we get real time updates insights about the tool every time and also the SLA ,addons for almost everything .I am able to track updates ,manages incidents service request and changes and also deploy to IT service desk.The process workflow is so simple and can be integrated with confluence for dataflow

What do you dislike?

Customizing some features requires a lot of effort and also the manual needs to be updated and its kind of hard to keep track of the old service requests,fetch them and make necessary modifications and refer them.More over i cannot fetch the old requests for reference either

Recommendations to others considering the product

Workflow and editing workflow are quite similar ,the expanded use of Jira is unbelievable and simply fabulous all the time.The knowledge base and community forums support are pretty good and i completely trust them.Even the ticket prioritization makes it easier to handle.For dashboard and ticket tracking i am always on it

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

Integrates with other tools,also very powerful and also submitting requests via customer portal in real time -simply the finest service desk tool compared to its rivals

JIRA Service Desk review by Pranathi V.N V.
Pranathi V.N V.
Validated Reviewer
Verified Current User
Review Source

"Not very useful in a R and D team"

What do you like best?

Reporting a task in Jira is useful in keeping track of things to do and the stage task is in. we use epics and projects on a non-sprint board. The flow being connected to github branches is pretty cool. The tasks sometimes do not transition to resolved or any other stage as expected.

What do you dislike?

It was a source of us forgetting the tasks to do and have a lot of tasks in backlog at the end of the quarter. This is a observation in our research team. On the other hand it was helpful on our issue task force team to complete their tasks as soon as they are assigned to an IT person.

Recommendations to others considering the product

redirects to boards are sometimes weird

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

Documenting a task list for a project

JIRA Service Desk review by Mark S.
Mark S.
Validated Reviewer
Review Source

"a great integration platform for service desk"

What do you like best?

there are a lot of platforms for the service desk requirements but when it comes to jira service desk, it is very simple to use. It connects your customers with the development team of yours helping them to resolve issues more quickly and efficiently. You can track time taken to address a particular ticket from the time a customer made a service requests to its actual execution. The email notifications are great to both the customers and the team associated with it.

What do you dislike?

There is not much knowledge base on the service desk in the community. The free trail is fully functional but a community support would be great. The integration of service desk with your web portal is sometimes tricky.

Recommendations to others considering the product

There should be a good knowledge base on the community. Also there should be more detailed documentation on the integration with a custom web portal. Sometimes it becomes difficult to get technical integration information which often results in data not getting displayed in third party websites.

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

The customers can get real time updates with the help of notification on the service request that they have made. The collaboration feature is nice as well. You can do automation of the tickets and conducts reviews based on the performance metrics. The Atlassian Confluence has a good knowledgebase on the service desk. There is a customer portal as well which helps the customers to keep track of their various requests. The service desk also integrated very nicely with other Atlassian products such as marketplace and hipchat.

JIRA Service Desk review by G Jayendra K.
G Jayendra K.
Validated Reviewer
Verified Current User
Review Source

"A trustworthy and complete package for project management"

What do you like best?

JIRA Service Desk is a hosted service desk platform developed by Atlassian.JIRA service desk is primarily deployed as a software development issue tracking tool by many software companies and has proven to be effective in identifying and tracking software bugs and their location

What do you dislike?

I couldn't spot anything bad with this tool. But I did realize that it can be twice as powerful when collaborating with an analytic tool for performance stats and productivity reports for each member of the team

Recommendations to others considering the product

No recomondations

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

We've fully adopted Agile within our project. The tool did a spectacular job in in pointing us to such direction. Its workflow functionality allows us to involve individuals in terms of phases and per need.

JIRA Service Desk review by Dustin G.
Dustin G.
Validated Reviewer
Review Source

"Customer Friendly and Intuitive"

What do you like best?

JIRA is intuitive and flexible and thats why I love using it. JIRA makes it incredibly easy to stand-up your environment without a lot of overhead and the complexities of some of their competitors. It has a lot of built-in functionality.

What do you dislike?

A consequence of the intuitive and easy to use front end is that in some cases you get more than you need. Additionally the administration can become overwhelming in a large enterprise if you don't have standardized processes. The number notifications can sometimes be a bit much, too many emails from the system often leads to customers ignoring them

Recommendations to others considering the product

Its worth the ROI for time savings alone

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

JIRA has been implemented to allow our customers to submit and track requests. It far surpasses managing a mailbox as we had done in the past. It allows us to grab metrics and keeps us accountable to our customers. It has allowed customers to see the updates without having to follow-up with a trail of untracked emails.

JIRA Service Desk review by Arthur L.
Arthur L.
Validated Reviewer
Verified Current User
Review Source

"easy to use, all in one solution"

What do you like best?

Jira has done a lot of work making project tracking transparent and easy to use. it has really cut down on our meeting time and confusion since everything is stored in one place.

What do you dislike?

still has some limitations, we have not been able to successfully link our test cases to each ticket. I think Atlassian is coming out with a test case repository that might be more successful than what we use.

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

When an issue is reported you can be sure it goes into the correct queue, you can track how long it has been in the queue before being worked on, you can easily see how much of your time is being tied up on the same issue.

JIRA Service Desk review by Kyle B.
Kyle B.
Validated Reviewer
Verified Current User
Review Source

"Great service desk if you're in the Atlassian stack"

What do you like best?

Since we use JIRA for asset tracking & project management, it's great to be able to link issues with service desk tickets. When you use confluence, you can also link tickets to help desk articles and have them automatically populate in the portal as suggestions when submitting a ticket.

What do you dislike?

It requires a lot of configuration to setup. There is no customizable URL for the user portal. This is geared towards JIRA experts.

Recommendations to others considering the product

Worth a look if you are using JIRA.

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

It is very inexpensive to use JIRA Service desk compared to other service desk offerings. Because it is incredibly customizable, we can get good reporting on issue types.

JIRA Service Desk review by Elizabeth B.
Elizabeth B.
Validated Reviewer
Verified Current User
Review Source

"Hosts a lot of content, but the content can be hard to find. "

What do you like best?

I like how much content you can add to JIRA. We are able to use it to host a ton of content and there's plenty of organization to that content.

What do you dislike?

It's not easy to find all the content using the search engine, breadcrumbs, or menus. I want to find things easily like I do in other content management systems. However, I find there's no real convenience in finding content even when I'd just worked on it.

Recommendations to others considering the product

Great for working with IT-related issues and helping with customer support.

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

We are using it as a known issues knowledge base. We have found that we can host plenty of content from different users at once. This is very helpful for a company with plenty of contributors.

JIRA Service Desk review by <span ue="safe-name" data-safe-name-id="f4b6a6a6-c009-4abd-ade7-5c7d524ab7d9">Carlos G.</span>
Carlos G.
Validated Reviewer
Verified Current User
Review Source
" itemprop="name" />

"Jira Service Desk is a great tool to manage customer requests and Service Level Agrements (SLAs)"

What do you like best?

I love how simple is to start using Jira Service Desk and how flexible it can be to create multiple filters/queues and to create customized forms and dashboards. I also like the ability to have multiple customer channels to open tickets, such as email or online portals. I like that I can customize the email I use as a customer channel to create new cases via email. I also like that Jira Service Desk allows easy integration with other tools (e.g. by using its APIs.)

What do you dislike?

I'm currently a user of Jira Software and I don't like that, in order to also use Jira Service Desk, I need a different type of license (or an additional license). Without the Service Desk license I'm still able to access the cases but I can't assign the case to me, e.g. I don't like that when accessing the queue, I can't order the cases by clicking in the corresponding column. I don't like that I can't create kanban boards.

Recommendations to others considering the product

I would suggest that not everyone be an administrator, since many changes to a project can be applied globally.

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

I can easily manage all my tickets and identify when Service Level Agreements may be at risk. Different filters allow listing tickets based on flexible criteria. Having several customer channels to open tickets is convenient to customers and makes the process more efficient. Reports make people aware of when we may not have enough resources to work all the tickets being created. Dashboards allow create useful live reports for management.

JIRA Service Desk review by swetha m.
swetha m.
Validated Reviewer
Review Source

"Jira Our LifeCycle"

What do you like best?

I work as scrum team member. we track our lifecycle using Jira.

1) Jira ease up to see the tasks assigned to me for the active sprint using my dashboard.

2) Jira makes my HPFortify onboarding workflow with just a click of a button.

3) We can estimate user points without the use of poker cards in Jira which is very helpful.

4) Using burndown chart we are able to get efficiency chart of the sprint.

5) It helps us to log work in case of higher estimation as planned and add our comments as well.

6) Jira helps me to filter out my board and my open issues as well.

What do you dislike?

1) Jira downtime is not notified and it prolongs for a very long time.

2) Deleting of task is the privilege given to admin alone.

3)

Recommendations to others considering the product

Jira helps you to get a track of your work and you can also track your efficiency. You can plan your work accordingly using Jira software. We can also spill over our tasks to new sprints when incomplete which is also helpful.

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

1)We are able to contact SECO team on HPFortify onboarding workflow for which we receive an immediate response through mail and track our status.

2)Daily tracking of tickets if any issue raised.

3)Daily logging of efforts is helping us to track on the estimations we had planned initially is met or exceeded.

JIRA Service Desk review by Walter B.
Walter B.
Validated Reviewer
Verified Current User
Review Source

"Simple to set up and use, ITIL compliant thanks to Asset Management add-ons"

What do you like best?

Both setting up, using and modifying a lot of the major Service Desk solutions out there tends to be complex, time consuming and expensive. This is not at all the case with JIRA Service Desk. It comes with easy to manage and powerful SLA setup options out of the box, workflows that enable setting up ITIL compliant processes in less than a day in a production environment and allows linking to JIRA Software, where related development teams can seamlessly integrate and take care of problem management.

The ease of use for both IT team and customers is outstanding. And by integrating with an Asset Management add-on like Insight, it is a complete solution.

Combined with Confluence, the tool also supports a great knowledge base solution.

What do you dislike?

JIRA Service Desk is still a young product, launched earlier on as an add-on to JIRA. Certain functions that one would expect to be part of the solution must still be realized with 3rd party add-ons. However, this is rapidly changing and apart from translations, the main gaps are more or less closed as we speak.

Recommendations to others considering the product

Just set up a free trial and experience how easy it is to have it up and running in less than a day.

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

Provide simple and customer friendly IT support, but also customer service.

JIRA Service Desk review by Rahul S.
Rahul S.
Validated Reviewer
Review Source

"The best ticketing tool ever."

What do you like best?

The way one can track work and link it with code changes, I really love the automatic integration of jira and confluence and when clubbed with hipchat these platforms are no longer like different things. They are just the same thing. It is really helpful in tracking the progress of any things some one needs to work on. I am using Jira every day to log the work I am doing and the fox enhancement stories of anything I work on and Jira is a great tool and very easy to do such things and apart from that one can track the work logs even up to accuracy of one minute so my manager now knows what exactly I am doing and really reduce time wasted in daily sync calls meetings and stuff like this.

What do you dislike?

There is nothing much one can wish for in ticketing tool. How ever a better documentation and some better integration options would be great in case one need to sync jira with some other ticketing tool.

Recommendations to others considering the product

Yes, I would really like to say that one should consider jira as an option and specially if the firm is already using some other Atlassian product.they are just awesome together.

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

Jira is really helpful in tracking the code changes and the things where the team is putting efforts. Apart from the Jira have made the job of manager way too easier.

JIRA Service Desk review by Greg D.
Greg D.
Validated Reviewer
Review Source

"Easy to use and very user friendly"

What do you like best?

I like how it links tickets together in different projects. It will also link inside comments or descriptions making moving between tickets very easily. I also like that it supports special formatting to give clean looks. Having the ability to add bullet points and bold text along with increasing font size is very appreciated.

What do you dislike?

Not a fan of the all the emails received. I had to create an email folder as there are turns of emails that can get sent throughout the week. I know I can untag myself and unwatch - but it gives daily reminders for items you are assigned to and really seems pointless. Following meetings, I know what items are in my court and my responsibility to move forward.

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

It tracks everything. From new features, to stories, to defects and everything else. It allows all tickets to be inside one system.

JIRA Service Desk review by Isidoro "Roy" J.
Isidoro "Roy" J.
Validated Reviewer
Verified Current User
Review Source

"Better than a lot out there..."

What do you like best?

I really enjoy how easy it is to take a help desk ticket and move it over to a sprint in case said ticket is a very involved task and requires more time than what's noted in SLA

What do you dislike?

I don't like have you have to click In Progress to mark that you've replied to the customer. Simply assigning it does not stop the SLA counter

Recommendations to others considering the product

Give it a shot!

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

It's helped us a lot with how we manage helpdesk tickets and project

JIRA Service Desk review by Nikhila D.
Nikhila D.
Validated Reviewer
Review Source

"One place for all your tasks"

What do you like best?

1. The way the jobs are organised

2. Easy to use and a friendly interface

3. Adding of sub tasks and easy to change any information given

4, the best way to track whats going on within a team and the progress for the tasks

5. The chart representation is one best way we cans how the progress of the team

6. Track the amount of time spent by us using this application

What do you dislike?

1. maintenance which comes up frequently does not let us log our efforts

2. When the board is updated by many people at a time, its not refreshed automtically

Recommendations to others considering the product

Yes absolutely

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

1. The user stories are added and the progress is maintained in jira

2. The hours logged by a person is tracked based on the data present in jira

3. The charts are made use of to see the progress

JIRA Service Desk review by Dhharvi S.
Dhharvi S.
Validated Reviewer
Review Source

"The issue tracker- Jira"

What do you like best?

Jira helps in tracking the issues, or tasks assigned to an individual, and according helps, monitor the progress in a graphical manner. So using this graph one can judge easily about their progress, and accordingly have their plannings further. It gives an option to each individual, to log their efforts against the estimated hours, to have a picture of their efficiency for the time span they worked for.

What do you dislike?

The time when I was a jira user, i faced a lot of issues like, the progress status not getting updated in real time, which makes people out if sync, and accordingly give a negative impact. The user story and the tasks created by an individual cannot be deleted until an exceptional access is granted. Also the automatic session time out, which makes a problem for the user, to sign in time and again.

Recommendations to others considering the product

For keeping a track of all the tasks, assigned to each individual in the team, and to monitor the efficiency of the team, I would suggest Jira. It provides a lot of ease to those working in Agile Mode.

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

We used Jira for monitoring the tasks assigned to each individual, and have a better picture of the progress they made. Also after the end of the sprint, we use to see the burn down chart, and the efficiency in a graphical manner.

JIRA Service Desk review by Luke L.
Luke L.
Validated Reviewer
Verified Current User
Review Source

"Customizable and clean looking. "

What do you like best?

Easy to use and log time. Can track larger projects and the sub tasks within them.

What do you dislike?

Queries are complicated. Could be easier. Automate the queries a bit so they fill in as you type, or give drop downs like in sql.

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

We manage all work through the system. Provides reporting capabilities and a centralized communication gateway between internal support and the customer with the ability to distinguish permissions so some comments are viable to customer and others are not.

JIRA Service Desk review by Industry Analyst / Tech Writer in Information Services
Industry Analyst / Tech Writer in Information Services
Validated Reviewer
Verified Current User
Review Source

"Jira user & administrator"

What do you like best?

The tool gives me the hand of the blocks that I can build on my own. This gives you almost unlimited possibilities. The proposed approach does not limit me nor does it need to bend business processes to the system. It is JIRA that adapts to our business and grows and develops with it if necessary. This provides a sense of security and confidence that we will not come across some limitation that will stop us. There is no need to circumvent problems, but on the contrary, we can solve them here and now in the best possible way. Looking at other tools, I find it hard to get the impression that they are enclosed within certain frameworks. Knowing the JIRA is hard to deal with. I recommend to everyone who is interested in efficiency, flexibility and sense of security.

What do you dislike?

At this moment I can only say that when I can not do something I usually have to look for documentation or community answers. Usually such answers can be quickly searched.

Recommendations to others considering the product

It simply solves the problem of handling the requests.

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

Support service calls, project management, work time recording, and many more.

JIRA Service Desk review by User in Telecommunications
User in Telecommunications
Validated Reviewer
Verified Current User
Review Source

"Great tool for project management"

What do you like best?

the ability to prioritize projects and assign them to different team members.

What do you dislike?

Feels a little cold in comparison to other PM systems like Asana.

Recommendations to others considering the product

If you have a large team or even a remote team, this is a very useful tool to help project manage. It's pretty easy to use if you want something basic OR can be a little more complex if you are a bigger company and need to get into bugs, etc. Overall, it's a helpful tool that can definitely assist you and your team.

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

Prioritization and allocating work to different team members. It really helps get input from other team members on projects that require multiple eyes on a project. Limits having 50 meetings to answer simple questions while a project goes through it's phases.

JIRA Service Desk review by Ashwini C.
Ashwini C.
Validated Reviewer
Verified Current User
Review Source

"JIRA - Best tool to enable agile in all aspects starting from product backlogs till QA activities "

What do you like best?

I have been using JIRA for over last four years since we have started Agile in our project. Best thing about JIRA is, it makes you to track each and every aspect (granular level details) about a ticket. A ticket can be a story, bug, enhancement, etc.

People can work on multiple projects simultaneously. Its rich and well illustrative dashboard feature makes JIRA a best pick for projects where frequent reporting to other stack holders is an inevitable task.

What do you dislike?

I did not find any major downside with the tool. However I realize if it collaborates with an analytic tool to report productivity or performance stats about individual team member, it can become more powerful tool than now.

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

We have completely adopted agile in our project, and the tool helped us a lot in this direction. Its workflow feature allows us to get people involved in phases and as per need.

JIRA Service Desk review by Danny H.
Danny H.
Validated Reviewer
Review Source

"Good Platform for Managing tickets"

What do you like best?

Ease of creating tickets, managing and tracking them efficiently to ensure resolution can be provided in timely manner.

What do you dislike?

Searching for existing resolution to existing ticket can be a challenge if one is not shown for the first time how to do so.

Recommendations to others considering the product

An ideal and cost effective solution for managing customer's issues and tracking tickets resolutions, it is suitable for any industry.

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

Managing multiple customer issue, tracking the resolution and having internal discussion. By using JIRA, support team is able to manage customer created tickets, review them, adding comments to the tickets, assigning to other members from other teams, ultimately providing the resolution to customers. Also, management is able to generate simple reports to review the overall tickets raised for specific timeframe.

JIRA Service Desk review by Diego P.
Diego P.
Validated Reviewer
Verified Current User
Review Source

"Is an amazing product to make great support and maintain order in your company. "

What do you like best?

You can create portals that will be use by your customers, is easy to configure and it will automatic create a webpage where your customers can create tickets to handle problems or suggestion they may have. Our customers are also familiarized with the portal and they can review their issues and suggestions at any time.

What do you dislike?

When you want to configure custom fields for your portal, is kind of complicated where to put your field and how to use it, but just the first time.

Recommendations to others considering the product

It is a very useful software. You can make an order in your company in order to quickly respond to your customers. And your employees will be working well,

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

Many of our customers where having issues in the product and they were sending to mush emails, whit this tool, all the issues are being created in the portal and the tracking is easier. Also, they can log in in your system with an user and password and review their tickets, status, development, solutions etc.

JIRA Service Desk review by Administrator in Financial Services
Administrator in Financial Services
Validated Reviewer
Verified Current User
Review Source

"Works great, but missing some features."

What do you like best?

The best thing about Jira is the ability to quickly configure it without writing any code. The learning curve is a little annoying, however.

What do you dislike?

- Steep learning curve.

- Missing attachment printing functionality.

- API is incomplete. Atlassian is slowly adding functionality to the API, but it has been a long and frustrating wait.

Recommendations to others considering the product

JIRA Service Desk is a great product. However, there is a high initial investment in order to get it working within an existing IT ecosystem. Also, be aware that it is extremely difficult to convince Atlassian to implement any new features. They have their own methodology for determining new feature sets and it seems to align more with their sales efforts and less with maintaining their existing user bases' needs. To be fair though, we only had a few minor issues with our implementation.

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

We were in desperate need of a task management tool. Jira service desk is helping us increase customer satisfaction by creating an organized and shareable task environment. User adoption has been great and the software is reliable.

JIRA Service Desk review by Eric L.
Eric L.
Validated Reviewer
Review Source

"I really like what Jira Does for US"

What do you like best?

If you are looking for a tool to manage all of your professional services projects, jira is definitely the way to go. You can setup all of your tasks within the platform, upload the necessary documentation, and setup notifications based on your own specific business parameters.

What do you dislike?

I think that per user cost really impacts your scalability. I think that we are constantly trying to manage and scale down all of those users as best as possible. In terms of on shore and off shore resources it really is a great fit for what we are trying to do.

Recommendations to others considering the product

Definitely take the time to learn the platform it is worth your time. I really enjoy what the platform does for us, and would encourage everyone to take advantage of jira. I think that it is important to customize the platform to fit your exact needs so that you have the exact look and feel that you are anticipating and trying to get to.

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

We have really improved the strength of our team, and visibility into who is doing what.

JIRA Service Desk review by ankit k.
ankit k.
Validated Reviewer
Review Source

"Digital Manager"

What do you like best?

It has literally everything , and is very suitable for Agile projects.

From creation of User Stories , then creating sub tasks. assigning to individual ,

status update ,and then burn down chart.

Literally it can be used to to monitor each and every aspect of a project.

And the ticket raising system is just awesome.

What do you dislike?

Its a bit difficult to understand the flow, and the way the time is logged and story points are assigned, needs update and bugs to be fixed.

Recommendations to others considering the product

Yes it is nice to learn and explore , but be aware it becomes sometimes very hectic to fill JIRA itself.

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

We use jira so that our scrum master can know what we are doing and we know where to approach when struck, and the we can monitor the ticket progress that is very nice.

JIRA Service Desk review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Helpdesk ticketing by JIRA? Yes please."

What do you like best?

The fact that we're already using JIRA to manage different projects made this a very useful addition to our Helpdesk team. We can easily move different tasks to other agents if it doesn't necessarily fall under our realm of expertise. Because our other teams are already in JIRA, it's a simple process. It has also provided our users with a much better experience submitting tickets.

What do you dislike?

Complexity. Like all things JIRA, it's SUPER complex and can take a lot of time to figure out how to do things that you would thing would be basic. Mainly with editing different workflows and schemes.

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

A better ticketing solution for our business with the ability to quickly collaborate with others.

JIRA Service Desk review by Ravikiran R.
Ravikiran R.
Validated Reviewer
Verified Current User
Review Source

"Good tool for agile development"

What do you like best?

Good Workflow

Easy to search

Good JQL support. Easy to search with the query

Able to link with Github

Able to link with jenkins

easy to write epics and stories

Good apps for mobiles

What do you dislike?

Initial start will be little the difficult one.

We need little training to start to use the software.

It would good to have proper error messages

Recommendations to others considering the product

It is good for support, DevOps. Good for ticket management

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

It suited for agile development and easy to track

Easy to create dashboards for our development to get the status

JIRA Service Desk review by User in Computer Software
User in Computer Software
Validated Reviewer
Verified Current User
Review Source

"JIRA helps me stay on track"

What do you like best?

As someone who loves making lists, I love the layout and organization of this bulletin board-esque task manager. I like that I can set my to do items in various stages, whether thats in progress or in review. This is especially helpful for me because I am on a team that requires feedback.

What do you dislike?

Sometimes, I am confused about the ways in which to tag people in comments. It's not super intuitive to figure out how to do that. I also dislike that a card doesn't directly tell you it's part of a larger story until you move it to done.

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

We are solving problems with communication. Simply moving a task to done avoids all the back and forth of an email. It's also beneficial in helping assign tasks and keeping everyone accountable.

JIRA Service Desk review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Service Desk Feedback and Review"

What do you like best?

Great to be able to receive customer feedback in one place - much better than receiving piecemeal emails and docs with incomplete information (also much better than the software we used previously in terms of accessibility and UX.) Love being able to escalate submitted tickets to other ticket types - defects, feature requests, scopes, etc. Also really convenient to use in tandem with filters on my dashboard - sorting by submitter, status, etc. Ability to add both external and internal comments is also super helpful.

What do you dislike?

Doesn't happen often, but kind of a nightmare to deal with in the rare case of an outage - few things worse than a request someone submitted not making it to me.

Recommendations to others considering the product

Definitely recommend Service Desk, especially if you already use JIRA.

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

As a project manager for software implementations, we have feedback streaming in from many customers from a whole bunch of directions at any given time. Service desk helps consolidate that, and keeps my inbox much cleaner than it would be otherwise. For folks on the customer's side who don't log in on their end to monitor ticket, always simple enough to pull an Excel export their way to keep them in the loop.

Being able to escalate requests straight into defect tickets is also huge time-saver on my end as well. compared to writing up the tickets from scratch.

JIRA Service Desk review by Igor P.
Igor P.
Validated Reviewer
Review Source

"Jira review"

What do you like best?

This was a good IT service desk management tool to use.

Key features: a lot of prompts, seamless flow for tickets management, nice layout of screens and noticiable buttons.

The tool can be customized to suit the needs of every organization, and size. It was helpful to manage all changes, fixes and bugs for our software.

It also had convinience to assign priorities, and urgency for each ticket that I found helpful.

What do you dislike?

I do not have a lot to say about what I disliked while using Jira becuase it did serve very well in our organization.

Perhaps, the tool cold be more customizable to add other functions specific to the organizational needs such as customize drop down values, edit workflows as needed, change notifications/messages, etc. The tool was good to us in agile environment (that we had in our organization ) but I am not sure if it's good to support regular help desk operations.

Recommendations to others considering the product

Good tool for agile environment

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

I was responsible to provide support for all BI needs internally and externally.

The tool helped managed everyday backlog of tickets and issues related to the BI soulution.

JIRA Service Desk review by Tamer D.
Tamer D.
Validated Reviewer
Verified Current User
Review Source

"JIRA Service Desk is a great tool for team organization"

What do you like best?

Jira has also become a great way to be organized and keep everyone responsible for their own work. What I like best about JIRA Service Desk is the ability to send tasks to a department or specific individual. The entire team then can see what jobs are currently being worked on. It keeps everyone accountable and in the event that a task is not completed by the deadline, JIRA keeps a record of who the job was assigned to and we can then get to the root of the problem.

What do you dislike?

Jira seems to be part of my company's 'intranet' in which I am unable to access Jira away from my work network. That's not a huge deal, but it would be nice to have the ability to access Jira away from home.

Also, it's not very easy to create a dashboard. I have had some difficulty in creating a dashboard that allows me to monitor the jobs and tasks a specific person or department is working on.

Recommendations to others considering the product

If you have a medium-large organization and require different people and departments to work on parts of a project, JIRA can be a great tool to keep organized and everyone accountable.

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

Jira has been an interesting software. I started using Jira about a year ago while working for an advertising publisher. Jira was introduced to me as a software in which I am able to create a work ticket and assign them to specific teams or individuals. At the moment, I use JIRA to request my account manager to set up a campaign, check inventory levels and troubleshoot issues. I've realized that JIRA is a great tool for a medium/large organization to keep track of important tasks.

JIRA Service Desk review by Sheehan A.
Sheehan A.
Validated Reviewer
Verified Current User
Review Source

"Good solution if you are already using JIRA for engineering and IT"

What do you like best?

- Integrated with JIRA/Confluence and the rest of Atlassian product suite

- Support Tickets can get escalated and moved into JIRA for engineering to look

- Reports and Metrics on time spend servicing customers

- Relatively cheap pricing

- Highly configurable

What do you dislike?

- Very slow user interface

- Feels clunky and very similar to JIRA which is oriented for engineering. Customer Service reps need something that is fast

- Lack of mobile tools. No easy way to service tickets on the go

- Configuration requires an administrator

- No voicemail support

- General Audience Forums and Moderation tools are lacking compared to the competition like ZenDesk

- Knowledge Base creation requires Confluence product. Not built into Service Desk

Recommendations to others considering the product

The JIRA Service Desk website is very slow, so make sure that when you enter information you don't accidentally refresh the page. Use macros or have an admin reduce the number of fields so that entry is quicker.

Integration with JIRA is very strong, so it is easy to move a ticket into a bug or escalated issue for engineering to resolve.

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

We are trying to manage our support tickets coming in from our customers. We also need the ability to escalate these tickets back to Engineering and then circle back with the customer once the issue has been resolved to ensure traceability and transparency. We have improved our customer interaction and have improved our net promotor score through scaling our ServiceDesk team. We also need to see reports to help us understand how well the service team is performing.

JIRA Service Desk review by Fabiana D.
Fabiana D.
Validated Reviewer
Verified Current User
Review Source

"The best tool for Scrum"

What do you like best?

The ability to interconnect different apps that let us track the team and their performance. For example, the link between Jira and Bitbucket and Invision two powerfull tools that we use in our day to day.

What do you dislike?

As a regular user you can't delete a task in the backlog so if you have duplicate user stories you end up with a bunch of stories that you can't delete

Recommendations to others considering the product

Jira is not cheap, in fact is an expensive solution so make sure you really need this. Select the Atlassian products that connect with Jira to obtain the best of this great tool

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

With Jira we resolved the organization of the team, the possibility to measure the performance of the team and deliver a product in time with a unique tool that lets us manage all the work and communication

JIRA Service Desk review by Administrator in Telecommunications
Administrator in Telecommunications
Validated Reviewer
Review Source

"Jira Service Desk Review"

What do you like best?

The integration of our Jira development tickets and Support tickets makes allot of sense, I now can receive a customer ticket and I no longer have to create a second ticket that re-itterates everything that the customer review has just told me to a developer. It's going to save me a tonne of time.

We also do not currently have a customer knowledge base, but as this Jira includes it in the base platform, I am looking forward to uploading all the documents relating to installation and product capabilities, that will hopefully cut down my work load.

What do you dislike?

I wish that they provided the full automation tool with the main platform, I would wiote like (and I can find it in most other support desk tools) to be able to group customers by their email addresses, i.e. all the people with "@gmail.com" would belong in a single group that could se each others ticket. There is a tool that can do a workaround in Jira, but to activate it costs another $10 per month.

Recommendations to others considering the product

Jira is missing a bunch of features at the moment, ut it does have a very active userbase and forum that people are able to launch tickets at, and to their credit, it appears that they actually do respond and consider most of the requests given

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

We are moving from Zendesk which is $99pm per user, to Jira which is looking to be about $30pm flatrate for us, saving us (as a small company) a huge amount.

JIRA Service Desk review by Freddie P.
Freddie P.
Validated Reviewer
Review Source

"This is not a ITIL supported tool, and far from ITSM tool,"

What do you like best?

Simple layout and the fact that the price is ok.

What do you dislike?

Hi,

As a ITSM consultant I'm involved in a analysis of Jira Service Desk as a ITSM tool for a small IT department in Sweden.

When looking at the default setup of Jira SD I'm confused and surprised that this is a pinkverify certified ITSM tool!!

You can tailor the tool in many ways and in that you can build all kinds of flows, including the 4 processes they say that the tool supports. But if that is all that takes to be ITSM-tool all tools in the world can be programmed and adjusted to support ITIL. My idea of An ITSM Tool is that it should support ITIL out of the box, not after 200 consult hours.

Also, how can you say that this is a ITIL inlined ITSM tool when they only support 4 simple process, you can't manage your Service (hence IT Service Management) with 4 operational processes.

Just a FEW rudimentary things that this tool lack in, and that show that this is not a ITIL prepared tool, and even less a ITSM tool.

1. They do not refer to services or handle services anywhere in the setup

2. They do not support a service catalog (how can you call it an ITSM-tool if you don't even support the SC process?

3. In the default PM and CM processes they lack several of the important and basic process steps and attribute.

4. Regarding PM. They don't even have root cause analysis or a reference to create or use a workaround!

5. Regarding CM. They do not even have the simplest process steps by default, not even a reference to a CAB, they do not include a risk assessment or remediation plan, even less the 7Rs.

6. The tool doesn't have a CMDB, how can you even call this tool a Service Desk tool when you do not have a basic inventory of your IT assets??

7. The have another application called insight that have a similar function as a cmdb, but that is a totally other application with it's own licensing model and cost.

8. Regarding knowledge management they use Jiras "intranet application" as the solution, meaning, also a different application, price and licensing.

9. The tool also lack in using many established ITIL terms.

Recommendations to others considering the product

If you are looking for a ITIL based ITSM tool this not it!

If you are looking for a ticketing system, this it!

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

Trying to find a tool that can help utilizing ITIL and make the everyday easier for IT departments.

JIRA Service Desk review by Casey F.
Casey F.
Validated Reviewer
Verified Current User
Review Source

"Jira Review"

What do you like best?

JIRA is designed with form and function in mind. It's very fluid to use and a solid service desk. You'll be impressed! We have shuffled through about four different service desk type softwares.

What do you dislike?

It is quite advanced. This is not necessarily something to dislike, but it can be confusing and requires some extensive use to get in and out of.

Recommendations to others considering the product

We are pleased with JIRA, do it!

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

Incident management

JIRA Service Desk review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Review Source

"great for project management/software development"

What do you like best?

It's really easy to keep track of issues. Most of the categories you would want to track or sort by are already pre-populated. It's part of a larger suite of Atlassian products you might use. The autonotifications help with communication between a large, spread-out team.

What do you dislike?

There was a bit of a learning curve...I would say nothing is really intuitive. Once you get into more advanced stuff, like custom fields or managing content, it's even worse. We hit rate limits with the cloud API, which was really annoying. It seems like there should be something to notify/warn you. The search feature is god awful...if you're in a project, generally you want the search to be limited to your project. Wish you could search inside the code repo...I think that feature is in beta.

Recommendations to others considering the product

Try it out first...maybe even get a demo. Figuring out this software on your own is really painful.

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

Problems coordinating, documenting issues, tracking other information related to those issues, communicating when stuff is completed and/or passing the ball to the next person. This software makes that really easy.

JIRA Service Desk review by Simon R.
Simon R.
Validated Reviewer
Verified Current User
Review Source

"Heavy Jira usage in current role, daily use."

What do you like best?

Customizable workflows and the huge array of plugins to support all business needs.

What do you dislike?

Complicated to configure in places. Management of alerts can be complicated. Biggest complaint is "I am receiving too many emails"

Recommendations to others considering the product

Make sure you have someone who knows the product to help configure workflows.

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

All ongoing work over engineering, PMO, Operations and finance are managed through Jira. Data Analytics around performance are gathered from Jira.

JIRA Service Desk review by User in Education Management
User in Education Management
Validated Reviewer
Review Source

"Jira integration for dev-ops issue resolution"

What do you like best?

Clean integration with other Atlassian products, makes it very easy to report, investigate and fix issues with complete transparency. Nice interface - easy to see what's going ones (some service desk software I've used in the past feels very cluttered). ITIL-ready templates available to make life easy! Flexible pricing model based on agents required.

What do you dislike?

Almost too many customisation options - admin can be complicated as there is a lot to work through. Difficult to add own branding though.

Company scale causes issues too - we are a large organisation and found issues with scaling up so have moved our main ticketing to a different system (not ideal in my view!!)

Recommendations to others considering the product

Do the trial first. See the end to end capabilities and make sure it's the right fit for your company, users and the other products you need to integrate with

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

Full integration of Atlassian services means there is a single suite from ticket to deployment. A nice end to end process. We only trialled it for dev-ops integration but I can see how the full customer resolution package would work well too.

JIRA Service Desk review by User in Outsourcing/Offshoring
User in Outsourcing/Offshoring
Validated Reviewer
Review Source

"One of the top workflow sulotions out there"

What do you like best?

I like the way that I am able to customize the tool to my needs, currently handling specific type of issues that I am able to tag, create queries, provide updates and combine with some of the other tools that we have in placed. This has been very effective in the handling of cases for the company.

What do you dislike?

The handling of a large database of users has shown some issues, specially when providing access to different domains that are not particularly interconnected.

Recommendations to others considering the product

Each use that you do for the application is going to be unique to your necessities, however the core use is going to be standard. The fact that you will have freedom to use the company API's will make it unique and give you the freedom to customize to your needs.

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

In a large consumer company that provide a sofrware solution, some of the problems that can arise with multiple servers, thousands of clients, Jira provides a valuable tool in the handling of internal cases that come from some of these large companies that we have as consumers.

This provides a windows to all of our employees, front line support, tech support, developer & engineers to report and track of the issues we encountered.

JIRA Service Desk review by Angelisa P.
Angelisa P.
Validated Reviewer
Review Source

"Good but needs improvement"

What do you like best?

JIRA is very user friendly even for the unexperienced employee. The tickets update rather quickly which helps with functionality.

I especially thought the internal messaging was a great feature and helps to reduce an email trail.

What do you dislike?

The search function is not very precise. Its very hard to find things if words are not spaced accordingly or have the right symbols (ex: -'s). It seemed like there was an updated needed for the software every 6 weeks or so.

Recommendations to others considering the product

There are constant updates for JIRA which means they're aware that there are things to be fixed and improved.

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

JIRA was used as an internal tool between various departments within a company to answer each other's questions and ask for help.

JIRA Service Desk review by User in Computer Software
User in Computer Software
Validated Reviewer
Verified Current User
Review Source

"JIRA is the best Service desk an d project management suit"

What do you like best?

Its flexibility to suit a lot of requirements and businesses and workflows. Its simple easy to use and benefits it provides for status tracking and completion of tasks even inter-team communication and delegation are possible using JIRA.

We often use this to call out various dependencies between different teams

What do you dislike?

It can get a little intimidating for the first time user, I think mainly for those who have tracked things on excel sheets before.

Recommendations to others considering the product

Highly recommended. Do not get put of by initial pain of using a complex tool.

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

We are doing inter team dependency management and tracking

Task management and delegation

Tracking of various tasks and their status

Expected delivery times and doing release planning

JIRA Service Desk review by Ismael G M.
Ismael G M.
Validated Reviewer
Verified Current User
Review Source

"JIRA it's one of the best tools in the market for your scrum project"

What do you like best?

SCRUM and JIRA are the best combo and having also support to kanban gives a full power on the way to handle a project and that's what I like the best

What do you dislike?

I would love to be available to assign a ticket to more than one person that would be handy, also the way to handle comments and tag people it's kinda difficult to understand how to get notifications about it

Recommendations to others considering the product

JIRA it's one of the best tools in the market for managing your projects and has a great number of integrations that are very handy

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

We use it for everything that we do on the company and with customers for use it has become the primary tool to track projects under scrum methodology.

JIRA Service Desk review by Vladimir S.
Vladimir S.
Validated Reviewer
Verified Current User
Review Source

"Irreplaceable link between our customers and product"

What do you like best?

Out-of-the box online portal for customer tickets

Satisfacion feedback when ticket is closed

Automatic user account generation when customers send initial email

Cusomization of SLA reports (per user)

Suggestion of online guide articles when customer types ticket description

What do you dislike?

How notifications work is tricky to understand

When someone opens and email on linked email account, it is not synched with Service Desk

Recommendations to others considering the product

No need to search for another tool if you're already using Jira.

Very easy to scale and onboard.

Customer feedback is priceless!

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

We are managing tickets of our customers, follow its statuses and collaborate with our customers.

We monitor SLA compliance - if we are responding in align to our contract with a specific customer.

We get satisfaction rating and comment when ticket is closed.

JIRA Service Desk review by laurent d.
laurent d.
Validated Reviewer
Verified Current User
Review Source

"Last Step to Get an 360° View for Our ITIL Service Center "

What do you like best?

By its Integration inside JIRA, we are able to manage the ITIL conception (project management) and operations (Support - Ticketing) phases inside the same tool. From that, it is now possible to organize and to prioritize the agenda of all the members of our teams.

Next to the JIRA powerful features (workflow, issue type, notifications, ...), it's easy to set up for getting a smart Customer Portal for our users.

Thanks the CROWD which links JIRA and CONFLUENCE, it is easy to set up for getting a knowledge base inside CONFLUENCE. With this feature, we propose a "Solve by yourself your problem" in the Customer Portal itself.

A great help to introduce SLA inside a company : it is very easy to set up basic SLA ang to get reports from them. Once we are more mature on that concept, it is still possible to define SLA more comlex.

What do you dislike?

The product is still young : many features are missing. Some of these features are supported by external plugins delivered by other companies : it is more difficult to follow and manage.

Recommendations to others considering the product

I advise to consider JIRA SERVICE DESK as a connected module of the ATLASSIAN product family.

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

The phone hotline was overloaded. By setting up a Customer Portal with JIRA SERVICE DESK, all the users can introduce and follow their tickets (incident, question, RFC, demand, ...).

JIRA Service Desk review by Michael E. G.
Michael E. G.
Validated Reviewer
Verified Current User
Review Source

"Useful, but fundamentally broken"

What do you like best?

Serviceable ticket ingestion for the rest of your organization. Inexpensive to get everyone into JIRA.

What do you dislike?

... incredibly crippled. Tools like Zendesk are easier and more useable with JIRA than Service Desk is with JIRA.

Other issues:

* Limited agents—very costly above 3

* No team-wide visibility into tickets, so multiple ones get filed

* Rules never seemed to work to link issues between the DESK project and others.

Recommendations to others considering the product

Try something else first.

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

JIRA is the operating system for our internal teams, so it's a tool that provides a flexible workflow and process for our ever-changing organization. Service Desk was a great tool for getting non-technical team members started with our operating system, but we should've gone straight to full-on JIRA due to Service Desk's limitations.

JIRA Service Desk review by User in Apparel & Fashion
User in Apparel & Fashion
Validated Reviewer
Verified Current User
Review Source

"Using JIRA For Production Support/Enhancements for SAP"

What do you like best?

The ability to centralize issues, track them, and provide an audit trail of comments/statuses, etc. It also helps that you can include attachments that can always be referenced at a later date, if the creator left the company, for example.

What do you dislike?

It is not always easy to search for issues (the filters are not that helpful). Additionally, some end users have complained that it is not user-friendly and requires too many fields in order to create a ticket.

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

We're using it to track and monitor issues/new requests with SAP. The benefits we've realized include increased visibility into user issues, accountability for those resolving the issues through assigning tickets and due dates, and in turn, more timely resolution/delivery.

JIRA Service Desk review by Cal K.
Cal K.
Validated Reviewer
Verified Current User
Review Source

"An effective helpdesk tool for anybody using Jira/Confluence"

What do you like best?

The integration with Jira and Confluence - if you already use those tools it's very easy to integrate and the workflows and processes should be extremely familiar.

What do you dislike?

It's somewhat cumbersome to setup - as with most things Jira, the initial setup is familiar but it's not as quick as many other systems.

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

End users submit their helpdesk tickets for the IT team, as well as for facilities and similar requests.

We've found it to be extremely well liked by end users companywide.

JIRA Service Desk review by Industry Analyst / Tech Writer in Medical Devices
Industry Analyst / Tech Writer in Medical Devices
Validated Reviewer
Review Source

"Great Tool"

What do you like best?

I really enjoy the ability to drag and drop documents, the ability to tag others in comments, when comments tag your name an email is sent, and the ability to organize in a "Kanbon-like" format. I also really enjoy the feature where you can tag a JIRA item to a similar JIRA item.

What do you dislike?

I dislike how there's not a way to easily view or compile various projects in various stages in a more visual way (trend lines, bar graphs, etc.) to compare and see progress. I also dislike how the backlog can easily becoming not manageable. I think it might be useful to have feature that indicates how long something has been in a backlog.

Recommendations to others considering the product

Creating a process for how everybody is to use JIRA up front would help with overall efficiency. Some people may favor certain features and others might also not be as thorough. Therefore by having fields that are required would help JIRA be fully optimized for project work.

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

There are multiple business problems we are solving with JIRA Service Desk. It has helped with having one area where tickets are stored as well as documentation and project updates. It eliminates clutter due to emails and helps with working in a quicker and more level way while on a non co-located team.

JIRA Service Desk review by Marc W.
Marc W.
Validated Reviewer
Review Source

"Solid, but a hassle to mate with Google"

What do you like best?

The customization of this product is probably it's best asset. It can be used to monitor almost anything, in multiple layers.

What do you dislike?

For multiple users, it's difficult. Especially if you're using a Google Apps account. Only users from your main domain can log on, making task management difficult if you have multiple different accounts.

Recommendations to others considering the product

If you operate multiple domains, I'd suggest another option unless you feel like migrating your entire workforce to the same one.

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

It's been great for tracking bugs in developing software, which has really helped ensure that we're capturing our customers as efficiently as possible.

JIRA Service Desk review by User in Consumer Goods
User in Consumer Goods
Validated Reviewer
Review Source

"Issue Tracking for Robotics Project"

What do you like best?

I liked the ability to track multiple issues with the ability to rank and score each issue and task.

What do you dislike?

I dislike the inability to push reminders for issues that are outstanding, or setting an SLA on the issues.

Recommendations to others considering the product

It is a good product. I would recommend that when you are implementing this product that you consider what you are using it for. There are a number of differences between a help desk tool and an issue tracking tool. JIRA does a great job for issue tracking, but I would not recommend it for help desk or customer care

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

We had a robotics project that included a platform implementation and a mobile app development. For the Mobile app development, we were able to list out the tasks and then respond with bugs in the software. It was great being able to use it as an issue tracking system in that manner. The second instance that we used was used as a Help Desk. In that manner, while the transparency of the work was visible, it was not a very effective help desk tool.

JIRA Service Desk review by Maya R.
Maya R.
Validated Reviewer
Verified Current User
Review Source

"Jira customer experience "

What do you like best?

I like that Jira is very reliable in keeping everything organized and tidy for everyone on my team.

What do you dislike?

sometimes it may be a little hard to use at first and figure out.

Recommendations to others considering the product

I would recommend this platform to other businesses. I think it is an accurate way of keeping everything and everyone organized.

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

We have a lot of moving parts at my job, and Jira is very good at keeping everyone responsible for thee task that they are supposed to complete. I love that Jira is the point of accountability.

JIRA Service Desk review by Internal Consultant
Internal Consultant
Validated Reviewer
Review Source

"JIRA for work"

What do you like best?

Jira is suitable for issue tracking and project management. All the required documents and progress can be found on one link. Even a closed issue can be easily found with assigned unique number . It can be assigned to concerned party and all stakeholders can be added as watchers. every time there will be a movement, an email would be sent to all stakeholders. User can create their own dashboards to segment issues based on project. This dashboard can be shared with the team. Reports can be created by simple queries and can also be converted in excel format for mailing purpose.

What do you dislike?

It should have an easy set up process - example quick link / steps to create dashboards.

Recommendations to others considering the product

It is an cost effective option for issue tracking and project management

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

Issue tracking

Internal ticket creation for services

Suitable for issue tracking, ticket creation and project management

JIRA Service Desk review by User in Computer Software
User in Computer Software
Validated Reviewer
Review Source

"Great for product development"

What do you like best?

user friendly and to track discussions!

Great to manage the tasks of the user in an agile world!

Very good Architecture and interface with a very strong framework to customize for your needs. Tons of free and third parties apps that can improve the software. If you use together with Confluence and BitBucked than you will achieve most of the power of the tool for develop teams.

Customizable with plugins and extensions. Also you can build your own plugins.

What do you dislike?

At the beginning the learning curve was very stiff when you want to go beyond tracking issues functionnalities. Once you have it setup, you rarely need to return to the administrative tasks, but when you do, you often have to relearn how things are configured. It's not a huge deal, but complexity naturally increases with flexibility.

Recommendations to others considering the product

The look is a little outdated, but this is something you quickly get over when you notice the great capabilities. It takes a second to get used to it, but a great system once you learn the in's and out's.

Difficult to engage in human conversation to work through issues. Preference seems to be only for emails

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

Perfect for following up bugs, incidents management and project management .

JIRA Service Desk review by User in Financial Services
User in Financial Services
Validated Reviewer
Review Source

"Great tie-ins to JIRA Agile and Confluence, clean UI, easy to customize"

What do you like best?

It's definitely an accessible software - I particularly appreciated that customization was fairly easy even for non technical resources. It didn't require a system admin nor engineer to make changes - non developers can easily understand the layout, ui, etc.

What do you dislike?

the visual cues and aids are not terribly colorful or robust, the design is simple but it wouldn't hurt to go through a facelift to make it look more modern, dynamic, and interactive.

Recommendations to others considering the product

Hop on board if you already have atlassian suite products. try it out!

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

Having our clients interface directly in JIRA service desk is a huge win for us - sending them there and enforcing process has been simplified because the JIRA UI is so easy to navigate, and is so user friendly for business teams and marketers.

JIRA Service Desk review by Seth W.
Seth W.
Validated Reviewer
Verified Current User
Review Source

"Easy to use, hard to master"

What do you like best?

It's really easy to get started and have a basic understanding of the tool.

What do you dislike?

There are a lot of options and complicated ways to master the tool, so it's hard to master.

Recommendations to others considering the product

If your customers or employees will be using it and are easily confused, this may not be the product for them!

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

It's a great way to provide customers with a traceable request list. It is difficult to get customers to use the tool sometimes, as it can seem a little daunting upon first glance.

JIRA Service Desk review by Administrator in Higher Education
Administrator in Higher Education
Validated Reviewer
Review Source

"Issue tracker and custom workflow"

What do you like best?

Dashboard can be customize to individual team and role. It supports a great number of gadgets which can be added to the dashboard. Queries or filters can be customize and more flexible unlike widgets in Service Now. Workflow and rules can be automated to automatically transition issues based on action.

What do you dislike?

Some gadgets are built by third party and may reach end of lifecycle support. Therefore, upgrading JIRA to the next release might loose some of your favorite plugin making the upgrade process more complicated i.e. migrate to another gadget, purchase support license (increase cost), rebuild widget and dashboard. If the email notification scheme not setup properly, user might get spam with emails if they are not able to manage their inbox properly and might miss critical updates and mentions.

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

We are using JIRA for incident management, change management, time tracking and software development.

JIRA Service Desk review by User in Broadcast Media
User in Broadcast Media
Validated Reviewer
Verified Current User
Review Source

"The Best Agile Project Management and Issue Tracking Tool"

What do you like best?

JIRA is a great open-source issue tracking tool which permits @mentioning, formatted commenting, and sharing issues via email. All these features help our team stay on the same page and manage issues throughout their entire life cycle.

What do you dislike?

Since JIRA is Javascript heavy I often encounter a lot of performance issues when using Firefox. For example, when I attempt to attach a file I get a missing token error. Also, the dashboard does not load due to a Javascript error.

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

We use JIRA primarily to track and manage bugs on our platform. We use extensively on large scale projects with project teams ranging from 2 to 25 developers without issue. With this software, no issue gets left behind and information overload is reduced.

JIRA Service Desk review by User
User
Validated Reviewer
Review Source

"Effective tool to track your Defects, Issues, Enhancements"

What do you like best?

One of the best tickets tracking/monitoring system available today. Stakeholders gets notified when a ticket is opened or modified. There is a provision to attach files also. Staging of enhancement can be customised (such as the drop downs can be customised to your company specific environments). Easily customisable.

What do you dislike?

There is no provision of auto ticket creation such as when a request comes in to email then a ticket should automatically be created. This is one of my requirement but not sure if others also need that. other than this it is wonderful.

Recommendations to others considering the product

Excellent tool to track or Monitor issues/defects and creating service tickets.

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

Application issues, defects, enhancements can easily be racked and monitored. All stakeholders are kept up to date with any update on any defect/issue

JIRA Service Desk review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Very customizable"

What do you like best?

I love how you can create a custom flow for testing Test Cases. I've been on several different styles of projects and each project was able to create a flow that worked for it and made it very user-friendly. For my current project at work, we are able to use the buttons to go from QA Ready > QA Passed / QA Failed > UAT Ready > UAT Passed / UAT Failed > Code Review > etc. Being able to just click the configured button makes it idiot-proof. I also like that there are a lot of ways to track progress on interconnected tickets - you can tag the ticket and have it turn into a link, you can link the ticket and select from multiple different (configured) reasons why they are connected, link two ways, etc.

What do you dislike?

The user interface seems a bit outdated. It could stand to be more sleek. The fact that this is all I could come up with for dislike should be a testament to how great the product is!

Recommendations to others considering the product

Take the time to configure the product to your exact specifications.

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