My experience in using Jira Service Desk

What are the best aspects of this product?

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.

What aspects are problematic or could work better?

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 specific problems in your company were solved by this product?

We handle the issues of more than 30 projects using Jira Service Desk. It is great for any type of incident and it has wonderful ticket stats tracking too. The latter helps us in presenting data to our management.

Are you a current user of this product?

Yes