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Jira Service Desk Review

Jira Service Desk
Our score: 9.0 User satisfaction: 96%

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. Not only that but support, operations, and development teams are brought together for seamless collaboration experience. This contributes to better their strategic approaches that align with their business needs and meets their goals and objectives.

Its key features include task automation, knowledge base building, metrics reporting, real-time collaboration, and SLA deliveries. Moreover, the platform is known for its open-source interface, so it can easily be customized to serve a wide range of purposes. This is why it comes as no surprise that various commercial enterprises implement Jira Service Desk not only for ITSM purposes, such as problem, change, and incident management but also as a primary software development issue tracking tool. At a reasonable price, it is equipped with a robust set of features. It even has a fully-functional free plan that you can use for a limited period.

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

Jira Service Desk is compatible with hundreds of apps from the Atlassian Marketplace. This allows easy integration of useful functionalities to your system such as CRM, monitoring, reports, and task management tools. As a result, the platform allows you to run your operations as seamlessly as possible.

Moreover, it’s available on mobile for iOS and Android devices. It features push notifications that you can configure to make sure that you’re in the know of the latest and most important events such as SLA breaches. You can also give comments internally and then reply to the client directly. Essentially, this allows you to provide quality customer service whenever and wherever.

As for pricing, the platform currently has on-premise and on-demand deployment options. The former starts at a flat rate of $20/month for teams of up to 5000 agents. The latter, on the other hand, starts at a one-time payment of $10 for three agents. OnDemand’s Data Center package is billed annually starting at $13,200 for 50 agents.

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. With that said, Jira Service Desk helps IT teams in accelerating service delivery; making the processes simpler and at a lower cost. Some of the benefits it provides include:

Task Automation

Mundane tasks can eat up a good chunk of your employees’ time. In some cases, these can even cause them to overlook priority requests which can put a damper on productivity as well as your bottom line. From a customer-facing perspective, this can also have a negative impact on client satisfaction. To curb this, Jira Service Desk comes with task automation options so that your agents can focus more on critical tasks that require more time and attention.

ITIL-certification

Keeping your team in the loop at all times is important if you want your operations to be as efficient as possible. Luckily, Jira Service Desk comes with an ITIL (Information Technology Infrastructure Library) framework. This essentially compiles the ITSM best practices that you need to observe to optimize your operations. With this at your disposal, you can provide your agents with all the information they require whenever they have encounter problems, service requests, or process changes.

Incident management

Jira Service Desk gives tools to your agents to empower them in making quick responses to incidents that arise. For instance, built-in or custom automation rules can be used to handle manual tasks such as escalating, assigning, or prioritizing tickets. Also, even after an issue has been resolved, the software still works by analyzing and monitoring all response activities in the system. This allows you to determine which areas need improvement and tweaking.

Faster Ticket Resolution

When it comes to system issues, getting to the root of the problem will allow you to curb the issue immediately and ensure that it doesn’t cause any further inconveniences on your end or from your customers’ end. To accelerate this process, Jira Service Desk works seamlessly with Jira software. With this, you can immediately link your tickets to the task queue of your development team so that they can deliver solutions right away.

Enterprise-Grade Data Management

System downtime, slow internet, and a slew of other factors can sometimes keep you from accessing your data and your service desk platform. Luckily, Jira Service Desk is equipped with tools like redundancy, database synchronization, and index replication. With these, you can ensure complete accessibility even during times of hardware failure. Moreover, it comes with disaster recovery and data backup options to ensure that your important company data is safe at all times.

Improved Knowledge Bases

Thanks to its native integration with Atlassian Confluence, Jira Service Desk will allow you to create a knowledge base for your company. With this, you not only help your agents find the answers to customer inquiries but also provide solutions to clients by granting them access to your knowledge base.

Asset management

All IT assets can be tracked and linked directly from the service desk through integration with your favorite asset management app. The marketplace has a wide range of tools available to help you with that. This way, asset-related requests can be referenced, monitored, and tied inside the system.

Enhanced Collaboration

While agents often handle customer inquiries and service requests on their own, there will be times when they’ll need a little help from their fellow agents. To help you reinforce these collaborative efforts, Jira Service Desk offers them a way to communicate with each other and come up with solutions together. For starters, it provides increased visibility of all active tasks. It also offers a way through which agents can share their ideas with each other so that they can deliver their service objectives more effectively.

Access to the Atlassian Marketplace

Jira Service Desk, like the other products from Atlassian, provides its users with access to the Atlassian Marketplace. Here, they can select from hundreds of applications that they can integrate with Jira Service desk. As a result, you can easily extend the functionalities of the platform. You can equip it with custom fields, project management reports, CRM functionalities, and more so that you can further streamline your operations.

Service desk for mobile

Available for both iOS and Android devices, Jira Service Desk offers mobile apps that let you provide great customer service on the go. The system makes sure you don’t miss anything relevant through its customizable push notification feature. Managing issues can be done directly from the app as well, allowing you to assign or transition them with just one screen swipe.

Self-service portal

Jira Service Desk provides your company with a self-service portal where your personnel can find answers to the most commonly asked questions. The portal’s algorithm is smart and accurate as well, showing articles that are relevant to the users based on their searches. If, however, no answer is found, your employees can also submit a help request. Lastly, the portal has customizable parts you can tinker with to make it reflect your brand.

Overview of Jira Service Desk Features

  • Customer portal
  • JIRA software integration
  • 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 compatibility
  • CSAT reporting
  • Machine learning

What Problems Will Jira Service Desk Solve?

Problem #1: Teams often work in siloes and struggle to collaborate with others effectively.

Solution: Jira Service Desk is built for the DevOps era and runs on the Jira platform. Seamless integrations with Confluence, Opsgenie, and Statuspage enable teams to collaborate to fix incidents faster and push changes with confidence.

Problem #2: Legacy ITSM systems have their fair share of usability issues.

Solution: Legacy ITSM solutions are difficult to configure, time-consuming to maintain, and unpopular with employees. Jira Service Desk’s codeless setup, straightforward configuration, and templates for common use cases like HR and legal make it easy for any team to deliver great service.

Problem #3: Many help desk solutions are expensive and bloated with confusing features.

Solution: Organizations struggle with expensive, clunky systems with tons of complicated features. Jira Service Desk can be custom fit for your team at a fraction of the cost of legacy vendors. Leverage extensive Atlassian Marketplace integrations and apps to tailor service delivery to your organization’s specific needs, without the hassle and bloat of rigid ITSM solutions.

Awards & Quality Certificates

An award given to products our B2B experts find especially valuable for companies
This certificate is granted to products that offer especially good user experience. We evaluate how easy it is to start using the product and how well-designed its interface and features are to facilitate the work process.
This award is given only to top B2B products and represents the highest possible level of service. It highlights the vendor’s extensive knowledge of the industry they’re selling to and the needs of their customers.

Jira Service Desk Position In Our Categories

Bearing in mind businesses have their own business-related needs, it is logical they steer clear of purchasing a one-size-fits-all, ”best” system. Needless to say, it would be almost impossible to come across such an app even among sought-after software solutions. The clever thing to undertake can be to make a list of the different key functions that need examination like key features, price plans, skill ability of staff members, business size, etc. The second step is, you should do your product research comprehensively. Go over some of these Jira Service Desk evaluations and look into each of the software solutions in your list in detail. Such comprehensive research ascertains you drop poorly fit applications and buy the one that delivers all the function your business requires.

Position of Jira Service Desk in our main categories:

TOP 20

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

TOP 20

Jira Service Desk is one of the 20 Help Desk Software products

TOP 10

Jira Service Desk is one of the top 10 IT Asset Management Software products

Jira Service Desk is also listed in the following subcategories:

There are well-liked and widely used solutions in each software group. But are they essentially the best fit for your company’s specific wants? A popular software product may have thousands of customers, but does it present what you need? For this reason, do not blindly spend on popular systems. Read at least a few Jira Service Desk Customer Support Software reviews and consider the factors that you wish to have in the software such as the cost, main functionality, available integrations etc. Then, choose a few solutions that fit your needs. Try out the free trials of these apps, read online opinions, get information from the vendor, and do your investigation systematically. This profound groundwork is sure to aid you find the best software platform for your firm’s unique wants.

How Much Does Jira Service Desk Cost?

Jira Service Desk Pricing Plans:

Free Trial

Cloud - Free

Free

Cloud - Standard

$20/agent/month

Cloud - Premium

$40/agent/month

Self-managed - Server

Starts at $10 one-time payment

Self-managed - Data Center

Starts at $13,200/year

Jira Service Desk offers different pricing plans depending on your deployment preferences. For their cloud packages, they offer three packages based on the features you require. They also offer per-agent pricing that you can learn more about using their price calculator on their website. Meanwhile, they only offer two self-managed plans that are priced based on where you want to host your data.

Cloud – Free

  • Up to 3 agents
  • Unlimited customers
  • Service request management
  • Incident management
  • Change management
  • Problem management
  • Asset management
  • Configurable workflows
  • Self-service portal
  • Knowledgebase
  • Queues
  • Email and embeddable widget
  • SLA management
  • Reporting & analytics
  • Automation
  • Multi-language support
  • Apps and integration
  • 2GB file storage
  • Community Support

Cloud – Standard ($20/agent/month)

  • Up to 5,000 agents
  • Unlimited customers
  • Service request management
  • Incident management
  • Change management
  • Problem management
  • Asset management
  • Configurable workflows
  • Self-service portal
  • Knowledgebase
  • Queues
  • Email and embeddable widget
  • SLA management
  • Reporting & analytics
  • Automation
  • Multi-language support
  • Apps and integration
  • Audit logs
  • 250GB Storage
  • Local Business Hours Support

Cloud – Premium ($40/agent/month)

  • Up to 5,000 agents
  • Unlimited customers
  • Service request management
  • Incident management
  • Change management
  • Problem management
  • Asset management
  • Configurable workflows
  • Self-service portal
  • Knowledgebase
  • Queues
  • Email and embeddable widget
  • SLA management
  • Reporting & analytics
  • Automation
  • Multi-language support
  • Apps and integration
  • Audit logs
  • 9% uptime SLA
  • Unlimited Storage
  • 24/7 Premium Support

Self-managed – Server (one-time payment starting at $10 for 3 agents)

  • Complete control of your environment
  • A single server deployment
  • Perpetual license + free year of maintenance

Self-managed – Data Center (starting at $13,200/year for 50 agents)

  • Complete control of your environment
  • Active-active clustering for high availability
  • Annual term license + maintenance
  • Atlassian-supported disaster recovery

User Satisfaction

Positive Social Media Mentions 214
Negative Social Media Mentions 5

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.

Video

Technical details

Devices Supported

  • Windows
  • Linux
  • Android
  • iPhone/iPad
  • Mac
  • Web-based

Deployment

  • Cloud Hosted
  • On Premise
  • Open API

Language Support

  • English
  • Chinese
  • German
  • Japanese
  • Spanish
  • French
  • Russian
  • Italian
  • Dutch
  • Portugese
  • Polish
  • Swedish

Pricing Model

  • Free
  • Monthly payment
  • One-time payment
  • Annual Subscription

Customer Types

  • Small Business
  • Large Enterprises
  • Medium Business

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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Jira Service Desk Comparisons

Jira Service Desk user reviews

My experience in using Jira Service Desk

Read full review >
Gia
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 14.11.2019 Company Size: More than 100 Employees Industry: N/A

The best recourse for service desk management

Read full review >
Anais
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 04.11.2019 Company Size: More than 100 Employees Industry: N/A

An agile tool that works anywhere from product backlogs to QA instances.

Read full review >
Monica
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 01.10.2019 Company Size: More than 100 Employees Industry: N/A

An exceptional tool that keeps the team organized.

Read full review >
Noel
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 14.09.2019 Company Size: More than 100 Employees Industry: Internet

What I feel about JIRA.

Read full review >
Celia
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 11.09.2019 Company Size: More than 100 Employees Industry: Internet

What are Jira Service Desk pricing details?

Jira Service Desk Pricing Plans:

Free Trial

Cloud - Free

Free

Cloud - Standard

$20/agent/month

Cloud - Premium

$40/agent/month

Self-managed - Server

Starts at $10 one-time payment

Self-managed - Data Center

Starts at $13,200/year

Jira Service Desk offers different pricing plans depending on your deployment preferences. For their cloud packages, they offer three packages based on the features you require. They also offer per-agent pricing that you can learn more about using their price calculator on their website. Meanwhile, they only offer two self-managed plans that are priced based on where you want to host your data.

Cloud – Free

  • Up to 3 agents
  • Unlimited customers
  • Service request management
  • Incident management
  • Change management
  • Problem management
  • Asset management
  • Configurable workflows
  • Self-service portal
  • Knowledgebase
  • Queues
  • Email and embeddable widget
  • SLA management
  • Reporting & analytics
  • Automation
  • Multi-language support
  • Apps and integration
  • 2GB file storage
  • Community Support

Cloud – Standard ($20/agent/month)

  • Up to 5,000 agents
  • Unlimited customers
  • Service request management
  • Incident management
  • Change management
  • Problem management
  • Asset management
  • Configurable workflows
  • Self-service portal
  • Knowledgebase
  • Queues
  • Email and embeddable widget
  • SLA management
  • Reporting & analytics
  • Automation
  • Multi-language support
  • Apps and integration
  • Audit logs
  • 250GB Storage
  • Local Business Hours Support

Cloud – Premium ($40/agent/month)

  • Up to 5,000 agents
  • Unlimited customers
  • Service request management
  • Incident management
  • Change management
  • Problem management
  • Asset management
  • Configurable workflows
  • Self-service portal
  • Knowledgebase
  • Queues
  • Email and embeddable widget
  • SLA management
  • Reporting & analytics
  • Automation
  • Multi-language support
  • Apps and integration
  • Audit logs
  • 9% uptime SLA
  • Unlimited Storage
  • 24/7 Premium Support

Self-managed – Server (one-time payment starting at $10 for 3 agents)

  • Complete control of your environment
  • A single server deployment
  • Perpetual license + free year of maintenance

Self-managed – Data Center (starting at $13,200/year for 50 agents)

  • Complete control of your environment
  • Active-active clustering for high availability
  • Annual term license + maintenance
  • Atlassian-supported disaster recovery

What integrations are available for Jira Service Desk?

Jira Service Desk can integrate with 900+ apps from the Atlassian Marketplace including the following:

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

Jira Service Desk average rating:

Average score
4.8/5 (14 user reviews)
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Write your own review of this product

ADD A REVIEW

The most favorable review

Yvette

PROS: 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 option in tracking a problem, which is useful.

CONS: Keeping Jira maintained could use some improvement. Setting things up initially can be complex. The automatic session timeout needs to be looked into.

Reviewed 2 years ago

Read full review >

The least favorable review

Karolann

PROS: Jira Service Desk is a customizable and flexible system that lets us configure when we want to receive notifications. Our team is also thankful for the filters available because they let us find issues and answers quickly. The platform has a great workspace for creating summaries of problems too because it offers suggestions directly from Confluence. As I said earlier, the platform is configurable. This much we can see in the number of extended features that we can get from the Atlassian marketplace

CONS: It would be nice if the add-on features are less costly. It would be great too if we can reply to several tickets in one go. Plus, our team is disappointed that there are limitations to some integrated functions and work processes. On top of it all, Jira's request forms are way too generalized. Lastly, it would be wonderful if Atlassian makes it easier to arrange custom files.

Reviewed 8 months ago

Read full review >

More reviews from 14 actual users:

Sort by:

Latest
  • Latest
  • Most useful
  • Most positive
  • Most negative

My experience in using Jira Service Desk

Read full review >
Gia
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 14.11.2019 Company Size: More than 100 Employees Industry: N/A

PROS: Jira Service Desk is highly functional. It lets us generate reports and view statistics on a well-arranged dashboard. Every ticket that enters the system affects those stats so we have a comprehensive view. This is especially important for us in ensuring that we are sticking to our SLAs in terms of time to resolution and time to first response. Also, Jira Service Desk lets us create email alert subscriptions that are helpful in tracking tickets on a daily basis.

CONS: It would be great if we can export the dashboard itself to Excel or make it into an email subscription. But since we can't do that, we export the reports but some fields are missing when we do. As a fix, we had to purchase an add-on that added to our operating costs.

What do you think about this review? Great Poor

The best recourse for service desk management

Read full review >
Anais
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 04.11.2019 Company Size: More than 100 Employees Industry: N/A

PROS: The Jira Service Desk has a clean and sophisticated UI that is a cut above what is offered by others on the market. Our team is very happy with the capacity of the software to split service desks to different projects. Because of this, every department has its own service desk, allowing our team to have a seamless workflow and to be more productive. We can also determine how well our team has been performing using nicely done standard reports for ticket statistics. There are customizations available, too. In particular, we like that we can configure the customer-facing portal to suit our needs to ensure that our customers have a streamlined experience. In a nutshell, Jira Service Desk is a great platform that enables us to enhance the support we offer without breaking the bank.

CONS: Though Jira Service Desk's front-end UI is beyond reproach, there are problems with its backend UI. Our service desk technicians have trouble with the ticket management and had to find a workaround by hiding information that is not relevant. Atlassian is also not very helpful when it comes to the instructions for setting up an external redirect using a custom URL. We had to go to the forums to find the details we needed. Moreover, the administration configurations were difficult to work with and it took time for administrators to familiarize themselves with everything.

What do you think about this review? Great Poor

An agile tool that works anywhere from product backlogs to QA instances.

Read full review >
Monica
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 01.10.2019 Company Size: More than 100 Employees Industry: N/A

PROS: I've been utilizing JIRA for the past several years since we began Agile within our project. The great thing with JIRA is that it helps you keep track of each ticket. A ticket can either be in th form of a bug, enhancement, story, and etc... Individuals can actually function on a number of projects all at once.

CONS: 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.

What do you think about this review? Great Poor

An exceptional tool that keeps the team organized.

Read full review >
Noel
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 14.09.2019 Company Size: More than 100 Employees Industry: Internet

PROS: 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 or department. Everyone on the team can see which jobs are currently being done. It ensures accountability for everyone.

CONS: Jira appears to be part of the my organization's "intranet." It makes it hard to gain access to it if I happen to be away from my work network. It's not really a big deal. But it'd be nice to be able to gain entry to Jira even if I'm not at home or at work.

What do you think about this review? Great Poor

What I feel about JIRA.

Read full review >
Celia
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 11.09.2019 Company Size: More than 100 Employees Industry: Internet

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!

What do you think about this review? Great Poor

A tireless companion in managing tickets

Read full review >
Bulah
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 06.09.2019 Company Size: Industry: N/A

PROS: The ticket tracking capability of this software is incredible. No detail is left out, allowing our team to handle the issue in the best possible way. Thus, it does not take a long time for any of us to address user concerns.

CONS: The requesting process could be automated, especially if some users cannot access the system. This way, the platform takes care of notifying the administrator of an issue that needs their attention.

What do you think about this review? Great Poor

Excellent software for managing issues

Read full review >
Elsa
4/5

Overall impression

4/5

Customer Support

3/5

Value for Money

3/5

Ease of Use

Published on: 05.09.2019 Company Size: More than 100 Employees Industry: Information Technology and Services

PROS: Jira Service desk is a one-of-a-kind solution for resolving issues and managing projects. I like that it has a self-service capability that allows users to find answers to their queries by themselves. On top of that, it is a great tool that can create bug reports. It even generates detailed reports regarding application problems, which task owners could peruse to help them fix those issues. Our team also enjoys the collaborative features such as comments and discussions, allowing everyone to help everybody.

CONS: There had been bugs in previous iterations of the software but the development team looks to be hard at work in fixing them as they go away with every new update.

What do you think about this review? Great Poor

A top-notch ticketing platform

Read full review >
Karolann
4/5

Overall impression

3/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 22.08.2019 Company Size: Industry: Education Management

PROS: Jira Service Desk is a customizable and flexible system that lets us configure when we want to receive notifications. Our team is also thankful for the filters available because they let us find issues and answers quickly. The platform has a great workspace for creating summaries of problems too because it offers suggestions directly from Confluence. As I said earlier, the platform is configurable. This much we can see in the number of extended features that we can get from the Atlassian marketplace

CONS: It would be nice if the add-on features are less costly. It would be great too if we can reply to several tickets in one go. Plus, our team is disappointed that there are limitations to some integrated functions and work processes. On top of it all, Jira's request forms are way too generalized. Lastly, it would be wonderful if Atlassian makes it easier to arrange custom files.

What do you think about this review? Great Poor

A great product with ideal support that helps keep your company in order.

Read full review >
Forrest
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 22.09.2018 Company Size: More than 100 Employees Industry: Computer Software

PROS: 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 handling problems or put out any suggestions they may have in mind.

CONS: Whenever you want to make configurations of custom fields within your portal, it gets a bit complex. By that would mean not knowing where you can place your field and how you can utilize it. But then again, that's what happens for the first time.

What do you think about this review? Great Poor

A tool that’s quick in resolving issues.

Read full review >
Yvette
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 17.02.2018 Company Size: More than 100 Employees Industry: Information Technology

PROS: 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 option in tracking a problem, which is useful.

CONS: Keeping Jira maintained could use some improvement. Setting things up initially can be complex. The automatic session timeout needs to be looked into.

What do you think about this review? Great Poor

A reviewer both as user and admin of JIRA.

Read full review >
Kenny
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 16.02.2018 Company Size: 11-50 Employees Industry: Information Services

PROS: 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 entail bending the business processes. It's actually JIRA who's the one adapting to our business and makes developments that are deemed necessary.

CONS: At this point in time, I can only say that when I can't do anything, I'll have to look for either a documentation or to the JIRA community for answers. Answers can easily be spotted.

What do you think about this review? Great Poor

An ideal tool for doing micro-management on projects.

Read full review >
Rafael
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 26.01.2018 Company Size: More than 100 Employees Industry: Financial Services

PROS: It's been several years since using JIRA service desk software. The UI is really precise and highly intuitive. Our team consists of more than a dozen professionals spanning all over the globe. They contribute to the project each day.

CONS: I've yet to personally come across anything that I hate with JIRA. The only thing it's lacking is its live chat. I wish it's available within the tool. This would greatly enhance the user experience.

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Working with JIRA.

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Alma
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 31.12.2017 Company Size: More than 100 Employees Industry: Internet

PROS: 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 workflows. JIRA is capable of managing projects without adding in a lot of effort.

CONS: Further flexiblity in making customizations. Some processes take up a lot of time. This should actually be the responsibility of the admin who's in charge of the entire process.

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Ideal for issue and story management in one convenient platform.

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Jenna
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 26.12.2017 Company Size: More than 100 Employees Industry: Information Technolog

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.

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Reviewed By Jenny Chang
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