Jira Service Desk Overview

What is Jira Service Desk?

Jira Service Desk is a service management software built for the future that connects and supports IT and businesses through fast, accountable resolution of customer requests.

Built on Atlassian’s Jira workflow engine, Jira Service Desk offers a collaborative, agile platform and knowledge base that’s low cost, easy to set up and scale, highly flexible, and features a powerfully-simple user experience.

- Jira Service Desk makes resolution of customer requests fast and accountable.
- All the tools users need out of the box to empower their team.
- Set up advanced SLA metrics and report on performance in real-time.
- Features a modern, powerfully-simple user experience.
- Help customers help themselves with a smart, self-service knowledge base.
- The intuitive customer portal requires zero training to use.
- Automation rules so users can streamline repetitive tasks and agents can get more done.
- Real-time reports give users and management complete visibility.

Jira Service Desk is built on the Jira workflow engine, a leader in Gartner's Magic Quadrant and used by more than 22,000 organizations worldwide. Jira Service Desk gives users a modern, flexible service desk experience for both customers and their service desk team. Delight customers, improve efficiency, and drive business performance. Jira Service Desk integrates directly with Jira Software – the issue management software trusted by over 50,000 customers worldwide.

Reshape what IT means for business at https://www.atlassian.com/software/jira/service-desk.

Jira Service Desk Overview

Pricing

Starting from
$10.00/month

Pricing options

Free Trial
Subscription
Value for money

7 days free trial
Up to 3 agents for $10/agent/month
4-15 agents for $20/agent/month
16+ agents at discounted price
View more pricing info here: http://ow.ly/aUXL30d80Ca


Jira Service Desk Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, China and 4 others, India, Japan, Germany, Brazil
Supported Languages
Chinese (Simplified), Chinese (Traditional), Czech, Danish, English and 12 others, French, German, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish

Media

Customer Portal
Jira Service Desk & Jira Software integration - Issue linking
Agent queues and mobile app
Automation Rules
Issue Types
Request Form
SLA's
Advanced SLA Settings
Advanced Reporting with Custom Date Ranges
Jira Service Desk video Jira Service Desk video Jira Service Desk screenshot: Customer Portal Jira Service Desk screenshot: Jira Service Desk & Jira Software integration - Issue linking Jira Service Desk screenshot: Agent queues and mobile app Jira Service Desk screenshot: Automation Rules Jira Service Desk screenshot: Issue Types Jira Service Desk screenshot: Request Form Jira Service Desk screenshot: SLA's Jira Service Desk screenshot: Advanced SLA Settings Jira Service Desk screenshot: Advanced Reporting with Custom Date Ranges

Jira Service Desk Reviews

Jira Service Desk Reviews

Overall rating
4.4
/
5
Excellent
135

Very good
91

Average
23

Poor
5

Terrible
3

Value for Money
4.2
Features
4.3
Ease of Use
4.2
Customer Support
4.3
88% recommended this app
Josemaria G.

From the Trusted Atlassian

In a crowded space for helpdesk apps, Jira Service Desk stood out because of the company that backs it up, its family of related apps and, the current integrations with existing third-party apps out there. Jira SD is well worth trying out.


Chirag S.

Efficient service desk for companies small, medium or large

Prior to using Jira Service Desk, were using a combination of Excel and SharePoint with workflows. We couldn't get great reports. It was hard to customize. Workflows broke without a reason because, you know, it's SharePoint. And the entire process of serving customers was dead slow. We brought in Jira Service Desk as a test bed. Within 2 hours, we were testing and customers were putting in tickets. While we used most of the default settings, the value we were generating was way beyond we ever had. Then, we set up SLAs and watch reports for a few days. We were able to see everything we wanted - who reported the issue, when, what was the priority, how many comment exchanges happened, how much time did we spend, did we meet SLAs, what was the solution, etc. Fast forward 2 years. We are now able to create strategies to service internal and external customers better based on the data from Jira. It has helped us go from making gut-feel decisioning to data-centric decisioning. Good data wins debates. Jira helped us with good data.

We are also utilizing Jira's excellent searching, dashboarding and API functionality to feed data to other systems and drive changes beyond just customers.


Verified Reviewer

Great Service Desk for Human Resources

Jira has transformed our 12-person HR department. We can now easily track incoming requests, are not reliant on email for communication, can create canned responses for consistency and efficiency, and we have the ability to operate 100% paperlessly.


Angel S.

Cannot Manage Our Own Users

JIRA customer support has been extremely unhelpful. Several tickets and requests have been issued (from several customers) in their customer portal with no response or solutions offered.


José A.

one of the ticket holders that I recommend

My experience has been a test and rehearsal since, as mentioned, sometimes I understood certain things but others became a little difficult to understand and it is not because there is no documentation, there is a lot, but very watered down.
but little by little and I have been understanding the things that I need.
This has made it easier to serve customers very quickly in their incidents, which in other traditional media would take longer and take time.
There is also evidence of the ticket in case the client wants to see the follow-up of her case


Josemaria G.
Industry: E-Learning
Company size: 51-200 Employees

From the Trusted Atlassian

Used Daily for 1-5 months
Reviewed on 4/8/2019
Review Source: Capterra

In a crowded space for helpdesk apps, Jira Service Desk stood out because of the company that backs it up, its family of related apps and, the current integrations with existing third-party apps out there. Jira SD is well worth trying out.

Pros

From the same company of my favorite and trusted apps like Trello and Jira... We then gave Jira Service Desk a try. The user interface has a modern look and feel and is intuitive enough even for a novice user or admin. It has a pretty standard set of tools to run your usual IT Helpdesk and Support roles straight out of the box (Incident management, Problem, Change, SLA management, etc.). In fact, you can set up your helpdesk well within an hour (of course not counting the per company nitty-gritty). Default setup works, but it's also super customizable based on your company needs. The Dashboard has all the at-a-glance metrics, statistics and graphs to keep you up to speed with the overall status.

Again, coming from Atlassian, it has a ton of possibilities in terms of integration with other apps. I feel the constant stream of dev improvements and updates.

Cons

Even though I mentioned that the third party apps can be easily integrable, we find the documentation for creating one's own integration apps a bit lacking. Also, the creation of tickets can be more streamlined or simplified (perhaps with the minimum number of fields and button clicks) to make it easier or faster to create and then further details can follow.

Rating breakdown

Ease of Use

Likelihood to recommend: 9.0/10

Chirag S.
Industry: Insurance
Company size: 51-200 Employees

Efficient service desk for companies small, medium or large

Used Daily for 1+ year
Reviewed on 2/14/2020
Review Source: Capterra

Prior to using Jira Service Desk, were using a combination of Excel and SharePoint with workflows. We couldn't get great reports. It was hard to customize. Workflows broke without a reason because, you know, it's SharePoint. And the entire process of serving customers was dead slow. We brought in Jira Service Desk as a test bed. Within 2 hours, we were testing and customers were putting in tickets. While we used most of the default settings, the value we were generating was way beyond we ever had. Then, we set up SLAs and watch reports for a few days. We were able to see everything we wanted - who reported the issue, when, what was the priority, how many comment exchanges happened, how much time did we spend, did we meet SLAs, what was the solution, etc. Fast forward 2 years. We are now able to create strategies to service internal and external customers better based on the data from Jira. It has helped us go from making gut-feel decisioning to data-centric decisioning. Good data wins debates. Jira helped us with good data.

We are also utilizing Jira's excellent searching, dashboarding and API functionality to feed data to other systems and drive changes beyond just customers.

Pros

Jira Service Desk was very easy to get started with. You could literally sign up for it and begin using it within an hour. Ticketing system is very customizable and powerful. Customers can be added in bulk and customers can sign up for entering issues. We were able to create different projects (or service queues) so that customers could send requests for IT help, or administrative help, or help with projects. Each such project/queue had different fields. Metrics are all built into the software, so we can know how often Service Level Agreements were breached, who breached them etc. The sheer amount of customizability is a joy. However, without discipline and thoughtfulness, it is very easy to customize it the wrong way.

Cons

We feel that the price point could be lower and the speed could be a little faster. Atlassian has made improvements with speed. If a company had 5 people manning different queues and the issue volume is low, the cost would be ~1500/year for those 5 users. So, it would may not be cost effective for a small company that is watching their costs closely. We also felt that a Wiki is not built in. So, if a common solution needs to documented that spans multiple tickets, there's no way to do so. We could buy Confluence from Atlassian for an additional cost.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Verified Reviewer
Industry: Banking
Company size: 501-1,000 Employees

Great Service Desk for Human Resources

Used Daily for 1+ year
Reviewed on 10/9/2020
Review Source: Capterra

Jira has transformed our 12-person HR department. We can now easily track incoming requests, are not reliant on email for communication, can create canned responses for consistency and efficiency, and we have the ability to operate 100% paperlessly.

Pros

Jira is extremely customizable, scalable, and easy to implement when compared with other SD platforms. Out of the box, it can be used as a tool to track incoming requests, however, paired with the thousands of compatible plugins, it is unparalleled. Jira SD has allowed our HR team to take our daily operations to the next level, transitioning antiquated, clunky paper processes into a 100% paperless experience.

Cons

My only complaint is when custom fields are added, you have to update every field configuration you have, individually. This is extremely time-consuming when adding multiple custom fields in an effort to create "forms" within Jira.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Angel S.
Industry: Airlines/Aviation
Company size: 1,001-5,000 Employees

Cannot Manage Our Own Users

Used Daily for 1+ year
Reviewed on 5/17/2019
Review Source: SoftwareAdvice

JIRA customer support has been extremely unhelpful. Several tickets and requests have been issued (from several customers) in their customer portal with no response or solutions offered.

Pros

I loved this software when we first implemented. We were able to mass upload our users, use custom user IDs, set their passwords, and link their email address through a simple file upload. We were also able to change their email addresses, and edit their names as needed.

Cons

Over time, JIRA has made changes to the service that have led us to terminate our service. We are no longer able to edit anything but our users full name. We cannot change their email addresses to meet business needs, nor can we assign them a user ID - instead having to incorporate their ID into their name in order for us to find them in the system the service desk was designed for.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 0.0/10

José A.
Industry: Program Development
Company size: 2-10 Employees

one of the ticket holders that I recommend

Used Daily for 1-5 months
Reviewed on 10/10/2020
Review Source: Capterra

My experience has been a test and rehearsal since, as mentioned, sometimes I understood certain things but others became a little difficult to understand and it is not because there is no documentation, there is a lot, but very watered down.
but little by little and I have been understanding the things that I need.
This has made it easier to serve customers very quickly in their incidents, which in other traditional media would take longer and take time.
There is also evidence of the ticket in case the client wants to see the follow-up of her case

Pros

What I liked is the intuitive system of being able to provide a client with a ticket of some incidence of their software, in a very easy way for the client to understand, with templates and sending emails, this makes it much easier for clients and fast alert of incoming tickets make this tool very good in its support team, also project management, assigned tasks graphically

Cons

What I liked the least is that there is a learning curve a bit long to understand what you need from the tool since the tutorials are good but you can get lost in them with so many things that some contain instead of focusing on what you need

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 7.0/10

User recommendation
8.4/10
Based on 257 user ratings
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Jira Service Desk Pricing

Jira Service Desk Pricing

Starting from
$10.00/month
Free Trial
Subscription
Value for money

7 days free trial
Up to 3 agents for $10/agent/month
4-15 agents for $20/agent/month
16+ agents at discounted price
View more pricing info here: http://ow.ly/aUXL30d80Ca

7 days free trial
Up to 3 agents for $10/agent/month
4-15 agents for $20/agent/month
16+ agents at discounted price
View more pricing info here: http://ow.ly/aUXL30d80Ca

Value for Money
4.2/5
Based on 257 user ratings
Compare value for money rating with alternatives
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Jira Service Desk Features

Jira Service Desk Features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
CRM Integration
Chat
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Real Time Monitoring
Reporting & Statistics
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4.3/5
Based on 257 user ratings
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Categories

Additional information for Jira Service Desk

Additional information for Jira Service Desk

Key features of Jira Service Desk

  • 1000's of Add-ons
  • Advanced SLA
  • Advanced security and administration
  • Automated Triage
  • Built on the Jira Software platform
  • Customizable Queues
  • Customizable email notifications
  • Easily import data from other systems
  • Integration with flexible REST APIs
  • Intuitive Interface
  • Jira Software integration
  • Mobile app (Android and iOS - Jira Cloud App)
  • OnDemand or Hosted
  • Powerful search and filtering
  • Powerful search capabilities
  • SLA Visability
  • Self Service
  • Service desk processes out of the box
  • Unlimited custom fields

Benefits

Jira Service Desk lets users reshape what IT means to the business:

  • Give end users a tailored, engaging experience with the service desk.
  • Build the process that fits the user's team on top of Jira Software's world-class workflow engine.
  • Easily monitor and track the success of teams.
  • Connect with the environment, integrate with anything, deploy anywhere.
  • Unify the vision and execution of support and development teams.
  • Proven solution used by thousands of customers.

  • Jira Service Desk FAQs

    Jira Service Desk FAQs

    Below are some frequently asked questions for Jira Service Desk.

    Q. What type of pricing plans does Jira Service Desk offer?

    Jira Service Desk offers the following pricing plans:

    Starting from: $10.00/month

    Pricing model: Subscription

    Free Trial: Available

    7 days free trial Up to 3 agents for $10/agent/month 4-15 agents for $20/agent/month 16+ agents at discounted price View more pricing info here: http://ow.ly/aUXL30d80Ca

    Q. What are the main features of Jira Service Desk?

    Jira Service Desk offers the following features:

    • 1000's of Add-ons
    • Advanced SLA
    • Advanced security and administration
    • Automated Triage
    • Built on the Jira Software platform
    • Customizable Queues
    • Customizable email notifications
    • Easily import data from other systems
    • Integration with flexible REST APIs
    • Intuitive Interface
    • Jira Software integration
    • Mobile app (Android and iOS - Jira Cloud App)
    • OnDemand or Hosted
    • Powerful search and filtering
    • Powerful search capabilities
    • SLA Visability
    • Self Service
    • Service desk processes out of the box
    • Unlimited custom fields

    Q. Who are the typical users of Jira Service Desk?

    Jira Service Desk has the following typical customers:

    , , ,

    Q. What languages does Jira Service Desk support?

    Jira Service Desk supports the following languages:

    Chinese (Simplified), Chinese (Traditional), Czech, Danish, English, French, German, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish

    Q. What type of pricing plans does Jira Service Desk offer?

    Jira Service Desk has the following pricing plans:

    Subscription

    Q. Does Jira Service Desk support mobile devices?

    Jira Service Desk supports the following devices:

    Android, iPhone, iPad

    Q. What other apps does Jira Service Desk integrate with?

    Jira Service Desk integrates with the following applications:

    Amity, Anypoint Platform, BigPanda, Calamari, Cayzu, Help Desk Migration, Jira, Monitis, Workato, xMatters

    Q. What level of support does Jira Service Desk offer?

    Jira Service Desk offers the following support options:

    FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials