The best recourse for service desk management

What are the best aspects of this product?

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.

What aspects are problematic or could work better?

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 specific problems in your company were solved by this product?

One of the things that we like about this is its integration with other Atlassian products. The software has also helped us with our SLAs, workflows, and customizations.

Are you a current user of this product?

Yes