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JIRA Service Desk REVIEW

Customer Support Software

9 user reviews
USER SATISFACTION 96%
OUR SCORE 8.8

What is JIRA Service Desk?

Jira Service Desk is a full-featured service desk platform designed to provide solutions for ITSM (IT Service Management) and customer service. IT teams utilize the software to deliver end-to-end services to their customers. This contributes to better their strategic approaches that align with their business needs and meets their goals and objectives.

Out-of-the-box and customizable templates are available for its ITIL-certified incident, problem, change, and service request management. Machine learning allows intelligent self-service where employees utilize a customizable portal to look for answers to their questions. Automation streamlines ticket routing and severity 1 notifications, among others. Since the software is built for collaboration, it works well with agile virtual teams.

Developed on the Jira platform, it works seamlessly with the Jira Software. This optimizes support and development. It also quickly resolves bug issues. Response to customers is sped up with its embedded widget that offers in-context assistance in any web page or product.

Its key features include the automation of repetitive tasks, building of knowledge base, metrics report, real-time collaboration, SLA deliveries, and a mobile platform, among others. Jira Service Desk is implemented by various commercial enterprises for handling software bugs where it’s used as a primary software development issue tracking tool due to its open-sourced street cred. At a decent price, it is equipped with a robust set of features. It even has a fully-functional trial usage that you can use for a limited period.

Overview of JIRA Service Desk Benefits

Customer service is one of the most crucial aspects of managing a business, especially when it comes to attracting new customers and retaining existing ones. Boosting your company’s customer service, Jira Service Desk provides technology-enabled practices.

It simplifies the way your customers contact your company, incorporates a self-service technology where customers can look for answers on their own for the quickest solutions where a live support isn’t feasible, offers a wide array of customer service platform (whether that’s phone, email, chat, self-service, or social support), and provides relevant data to help you make improved, educated business decisions. Here are more of its benefits for IT and service teams:

Automation of recurring tasks

Repetitive tasks can get your teams stuck in it for a significant amount of time where they can even miss priority requests. To mitigate this, the software lets you setup automation to lighten your agent’s workload and allow them to focus on solving more crucial issues.

ITIL-certified service desk

ITIL (Information Technology Infrastructure Library) framework is a set of best practices for ITSM to achieve successful ITIL operations. With that, the software assists your team with their needs when it comes to change, incident, problem, and service request management.

Jira Software integration

Identifying and addressing the root cause of a problem helps you draft immediate solutions and prevent escalation of the matter. Teams already using the Jira Software quicken the linking of IT tickets to the backlog of the dev team.

Enterprise-ready data center

Jira Service Desk ensures you don’t lose access despite unexpected hardware failure with index replication and database synchronization. It also scales service delivery by ensuring no downtime and additional licensing fees through increasing capacity with node clusters. It secures data behind the firewall.

Building Knowledge Base

With Atlassian Confluence integration, you can easily build a self-service knowledge base to provide quick solutions to your customers. You’ll only spend on KB authors and the centralization of the support documentation.

Real-time collaboration

The single platform allows quick and effective collaboration among your team members. They can contribute their ideas, share insights, increase visibility, and communicate better to deliver your organization’s service objectives.

Atlassian Marketplace compatibility

The Atlassian Marketplace has 350 apps that are compatible with Jira Service Desk. This lets you expand and boost your service with asset management, surveys, and CRM, among others.

Overview of JIRA Service Desk Features

  • Customer Portal
  • JIRA Software Integration (HipChat, Marketplace, etc.)
  • Automation
  • ITIL-ready templates
  • Real-time updates, information, and collaboration
  • Performance Metrics
  • Confluence integration
  • Self-service
  • Knowledge base
  • Repetitive task automation
  • API
  • SLAs (Service Level Agreements)
  • Metrics report
  • Atlassian Marketplace compatible
  • CSAT reporting
  • Machine learning

JIRA Service Desk Position In Our Categories

Position of JIRA Service Desk in our main categories:

20

JIRA Service Desk is one of the top 20 Customer Support Software products

20

JIRA Service Desk is one of the top 20 Help Desk Software products

20

JIRA Service Desk is one of the top 20
Customer Support Software products

20

JIRA Service Desk is one of the top 20
Help Desk Software products


JIRA Service Desk is also listed in the following subcategories:

Category:Position:Category:Position:
IT Service Management Software#4 Service Desk Software#4
Category:Position:
IT Service Management Software#4
Service Desk Software#4

Since each company has particular business needs, it is prudent for them to refrain from searching for a one-size-fits-all perfect software solution. Needless to say, it would be futile to try to find such a system even among market-leading software platforms. The smart thing to do would be to catalog the various essential elements that need consideration such as main features, finances, skill levels of employees, company size etc. Then, you should do your groundwork thoroughly. Read some JIRA Service Desk reviews and check out each of the other apps in your shortlist in detail. Such in-depth groundwork can make sure you weed out ill-fitting platforms and choose the solution that provides all the aspects you need for business success.

How Much Does JIRA Service Desk Cost?

JIRA Service Desk Pricing Plans:

After the free 7-day trial period for the Cloud and the 30-day trial period for the Server option, you can continue using the software by purchasing the following subscriptions:

Cloud Hosted Service Desk

  • Small Teams – $10/month (up to 3 agents)
  • Growing Teams – $20/agent/month (for 4-15 agents)

For more than 16 agents, you may use the Jira Service Desk website’s calculator to compute the cost. Annual pricing is also available which starts at $100 for 1-3 users.

On-Premise

  • Server – starts at $10 one-time payment (3 agents)
  • Data Center – starts at $12,000/year (50 agents)

The Server option caters up to more than 250 agents while the Data Center can serve over 15,000 agents. Their prices vary for every tier which are displayed on the website.

User Satisfaction

We realize that when you make a decision to buy Customer Support Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and JIRA Service Desk reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with JIRA Service Desk. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

POSITIVE SOCIAL MENTIONS

214

NEGATIVE SOCIAL MENTIONS

5

Video

Technical details

Devices Supported
  • Windows
  • Android
  • iPhone/iPad
  • Mac
  • Web-based
Language Support
  • English
Pricing Model
  • Monthly payment
  • One-time payment
  • Annual Subscription
  • Quote-based
Customer Types
  • Small Business
  • Large Enterprises
  • Medium Business
Deployment
  • Cloud Hosted
  • On Premise
  • Open API

What Support Does This Vendor Offer?

  • EMAIL
  • PHONE NO.
  • TRAINING
  • TICKETS

JIRA Service Desk User Reviews

What are JIRA Service Desk pricing details?

JIRA Service Desk Pricing Plans:

After the free 7-day trial period for the Cloud and the 30-day trial period for the Server option, you can continue using the software by purchasing the following subscriptions:

Cloud Hosted Service Desk

  • Small Teams – $10/month (up to 3 agents)
  • Growing Teams – $20/agent/month (for 4-15 agents)

For more than 16 agents, you may use the Jira Service Desk website’s calculator to compute the cost. Annual pricing is also available which starts at $100 for 1-3 users.

On-Premise

  • Server – starts at $10 one-time payment (3 agents)
  • Data Center – starts at $12,000/year (50 agents)

The Server option caters up to more than 250 agents while the Data Center can serve over 15,000 agents. Their prices vary for every tier which are displayed on the website.

What integrations are available for JIRA Service Desk?

JIRA Service Desk provides integration with the following business systems and applications:

  • HipChat
  • Confluence
  • Tasktop Sync
  • HappyFox
  • JEMH
  • ERPM
  • Zendesk
  • Insight
  • Freshservice
  • Bomgar
  • Kelverion
  • Zephyr
  • Salesforce
  • Gliffy
  • GitHub
  • Balsamiq
  • Azuqua
  • Amity

User reviews


User reviews in total: 9

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3
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Average Rating:

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The most favorable review

Celia

5 months ago


Pros: JIRA comes with an UI that's relatively easy to use. It has a ton of functionality in organizing the IT tickets of my clients. The tickets are also being prioritized accordingly. The API allows for multi-tool integration.

Cons: There's nothing that I disliked with JIRA thus far. That's about it!

The least favorable review

Jenna

5 months ago


Pros: The JIRA functionality in terms of management and control all function in one location. This makes it an excellent and useful software. It fosters the creation of stories and issues at hand. Subtasks can be linked ot their stories. Work log is manageable and highly effective in counting the efforts made by people.

Cons: JIRA tends to be a bit hard to setup. Using it initially can be a pain. For those who are new and not wary of task management, it can be challenging. Adapting to its functionality can take some time.

Published 5 months ago
Verified
user
The JIRA functionality in terms of management and control all function in one location. This makes it an excellent and useful software. It fosters the creation of stories...



What do you think about this review? Great Poor
Published 5 months ago
Verified
user
JIRA comes with an UI that's relatively easy to use. It has a ton of functionality in organizing the IT tickets of my clients. The tickets are also being prioritized...



What do you think about this review? Great Poor
Published 6 months ago
Verified
user
We're capable of customized its UI according to project requirements and workflow. We're dealing with more than one project. Each of those projects contain varying...



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Published 6 months ago
Verified
user
The tool allows me to manipulate the blocks I can start carving out on my own. This allows for limitless possibilities. Such proposed approach won't restrict nor would it...



What do you think about this review? Great Poor
Published 7 months ago
Verified
user
The view it's offering. It can easily be understood leading to quicker resolution of issues. Daily work can be monitored and logged in a simple manner. It offers an...



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Published 8 months ago
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user

What do you think about this review? Great Poor
Published 8 months ago
Verified
user
You can make portals to be utilized by customers. It's very simple to configure. It'll create a webpage automatically. This is for customers who want to make tickets in...



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Published 8 months ago
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user

What do you think about this review? Great Poor
Published 9 months ago
Verified
user
JIRA has been excellent in organizing and letting everyone be responsible on their own tasks. What I like most with it is being able to delegate tassk to a certain person...



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