Jira Service Desk is a service management software built for the future that connects IT to your business 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 you need out of the box to empower your team.
- Set up advanced SLA metrics and report on performance in real-time.
- Features a modern, powerfully-simple user experience.
- Help your customers help themselves with a smart, self-service knowledge base.
- The intuitive customer portal requires zero training to use.
- Real-time reports give you 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 teams worldwide. Jira Service Desk give you a modern, flexible service desk experience for both customers and your service desk team. You’ll delight customers, improve efficiency, and drive business performance. Jira Service Desk integrates directly with Jira – the issue management software used by more than 22,000 teams worldwide.
Reshape what IT means for your business at https://www.atlassian.com/software/jira/service-desk.
Customization, integrations, workflows, SLAs
Newbies to JIRA Service Desk can get a service desk project up and running in less than 30 minutes. If your organization is already using JIRA for issue tracking, then having a help desk with Service Desk is a no brainer. It allows you to integrate software teams and IT teams better within the same ecosystem.
The benefit of JIRA Service Desk, when compared with other help desk tools, is the customizability of your workflow. You can set up a workflow to be simple (with Open > In Progress > Closed statuses) or complex (with other statuses like On Hold or Waiting for Customer).
SLAs are highly configurable, with the power of JIRA's JQL functionality. So one can conjure up a query to fit their SLA needs. With the addition of custom fields, a Service Desk administrator can create fields to capture important information to streamline the help desk process.
Having Confluence also provides more benefits in which you can integrate an existing knowledge base space to a help desk project and self-serve your customers.
Finally, being in the Atlassian ecosystem enables you to add additional functionality and enhancements with the use of Apps. There are close to 1500 apps available for JIRA, and many are constantly updated by the app developers.
Administering JIRA Service Desk (and JIRA in general) can be daunting for a new user. With a number of customizations that one can do in a JIRA application, there will come a time where there can be a performance impact on the environment if the application is not governed well.
The Customer Portal (customer facing interface) is spartan in terms of customization. You can only customize so much, but it is limited in terms of branding it to suit your company's design specs.
Likelihood to recommend
A very compelta application, useful for small and large teams, but more thought for the big ones, allows you to have a complete follow-up of your project, apply agile methodologies and correct errors and have a record of them, it is excellent, use it and you will like it!!
Jira has very useful tools for managing projects, in my opinion you exploit its advantages when they are big teams, its main advantage is the follow-up to the development and progress of the projects, the errors that arise during the development process and the management operational, it helps you see more, to improve development times and correct errors for your next project, also has free trials so you can enjoy its benefits.
The truth is that it is a very complete program, but I think your biggest benefit is when you are big projects, if you are a small team I think other tools will be better suited, besides the price is a bit high.
Likelihood to recommend
I think my favorite feature is the internal comments. It's simple, but really helps to have a side conversation with your peers about an issue before commenting to the customer.
I'm also an Atlassian plugin developer, and the JIRA Service Desk Java API is pretty awful to work with compared to the APIs for JIRA Core and JIRA Software. That makes extending JIRA Service Desk way harder.
I also don't quite like the stripped-down UI offered to customers through the customer portal. As a regular JIRA user, I resent missing features, like being unable to edit my own comments or being unable to see a preview of any rich text that I might add (such as *bolded* or _italicized_ words).
I have also heard from my peers that SLA calculations are really tricky to get right, and often behave in ways you wouldn't expect.
Our marketing team knows exactly the status of any request of our team. And so do the requesters.
JIRA Service Desk is a great way to enable everyone at our company to request things from Marketing with tailored forms for each type of request .... for example, business cards, collateral for events, changes to our website, updating sales enablement content, go-to-market support, schwag requests, etc. No more emailing stuff. Employees just fill out a form and can keep up with the status of their request. Our Marketing team just goes through each queue a few times a week and delivers a transparent and trackable service. We know the status of everything....especially the requests that are behind....waaay behind. Which is great.
It takes some expertise to set it up to suite a team's particular need. Most teams will need some JIRA/JIRA Service Desk expertise from someone to set it up. Once that happen, using it is easy.
Likelihood to recommend
JIRA Service Desk is a customer-first application. The integration with the Confluence knowledge base is excellent and the tool as a whole provides a streamlined, dead simple customer experience. Launching your first project only takes about a week--very speedy return on investment!
There are tons of add-ons in the Atlassian ecosystem that help extend functionality if there's something the tool won't do out-of-the-box.
Atlassian support has been responsive and helpful every time I've had to reach out to them.
JIRA Service Desk is not an all-encompassing solution for all things help desk or customer support. Language support for the customer portal is OK, but basically non-existent if you're using a linked Confluence knowledge base. There are many add-ons in the ecosystem that help extend functionality--but each one increases the complexity and maintenance overhead.
Jira Service Desk lets you reshape what IT means to the business
- Give your end users a tailored, engaging experience with your service desk
- Build the process that fits your team on top of JIRA's world-class workflow engine
- Easily monitor and track the success of your team
- Connect with your environment, integrate with anything, deploy anywhere
- Unify the vision and execution of your support and development teams
- Proven solution used by thousands of customers
Below are some frequently asked questions for Jira Service Desk.
Jira Service Desk offers the following pricing plans:
Starting from: $10/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
Jira Service Desk offers the following features:
Jira Service Desk has the following typical customers:
Large Enterprises, Mid Size Business, Non Profits, Small Business
Jira Service Desk supports the following languages:
Chinese (Simplified), English, French, German, Italian, Japanese, Russian, Spanish
Jira Service Desk has the following pricing plans:
We do not have any information about what devices Jira Service Desk supports
Jira Service Desk integrates with the following applications:
Amity, Anypoint Platform, Calamari, Cayzu Help Desk, Coolan, JIRA Software, Monitis, WorkOtter, Workato, xMatters
Jira Service Desk offers the following support options:
FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials