Who Uses JIRA Service Management?
High-velocity teams looking to optimize their ITSM practices eliminate silos between IT, Operations, and Developer teams, deliver value fast, and track work across the organization.
What Is JIRA Service Management?
Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution that unlocks high-velocity teams. Empowered teams can deliver great service experiences, without the complexity of traditional ITSM, and coordinate efforts for even more impact through Jira's open collaborative platform. Integrated and streamlined workflows across development and operations speed both delivery and support at scale, with no silos between IT, Operations, and Developers.
JIRA Service Management Details
Atlassian
http://www.atlassian.com
Founded 2013
JIRA Service Management pricing overview
See pricing plansJIRA Service Management has a free version and offers a free trial. JIRA Service Management paid version starts at $20.00/month.
Starting Price
$20.00/month See pricing details
Pricing Details
Free up to 3 agents 7 day free trial of paid plans 4-5000 agents for $20/agent/month 16+ agents at discounted price
Free Version
Yes
Free Trial
Yes, get a free trial
JIRA Service Management deployment and support
Support
- Email/Help Desk
- FAQs/Forum
- Knowledge Base Software
- Phone Support
- Chat
Deployment
- Cloud, SaaS, Web-based
- Mac (Desktop)
- Windows (Desktop)
- Windows (On-Premise)
- Linux (On-Premise)
- Android (Mobile)
- iPhone (Mobile)
- iPad (Mobile)
Training Software
- Live Online
- Webinars
- Documentation
- Videos
JIRA Service Management Features
Bug Tracking Software
- @mentions
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Agile Methodologies
- Alerts/Notifications
- Assignment Management
- Audit Trail
- Backlog Management
- Bug Tracking Software
- Bug/Issue Capture
- Charting
- Code Repository Integration
- Collaboration Tools
- Commenting / Notes
- Configurable Workflow
- Customizable Fields
- Customizable Reports
- Customizable Templates
- Data Visualization Software
- Drag & Drop
- Email Management Software
- Feedback Management
- File Management
- Issue Management
- Issue Tracking Software
- Knowledge Base Management
- Monitoring
- Multiple Projects
- Prioritization
- Progress Tracking
- Project Management Software
- Project Planning Software
- Project Time Tracking
- Projections
- Real Time Notifications
- Real-time Updates
- Reporting & Statistics
- Reporting/Analytics
- Single Sign On Software
- Status Tracking
- Tagging
- Task Management Software
- Task Planning
- Task Progress Tracking
- Task Scheduling
- Third Party Integrations
- Ticket Management
- Workflow Management Software
Change Management Software
- API
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Alerts/Notifications
- Approval Process Control
- Approval Workflow
- Audit Management
- Audit Trail
- Calendar Management
- Change Management Software
- Change Planning
- Change Tracking
- Collaboration Tools
- Commenting / Notes
- Compliance Management
- Configurable Workflow
- Configuration Management
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Dashboard Creation
- Document Management Software
- Forms Management
- Incident Management Software
- Knowledge Base Management
- Learning Management
- Multi-Language
- Prioritization
- Problem Management
- Projections
- Real Time Analytics
- Real Time Notifications
- Real Time Reporting
- Release Management
- Reporting & Statistics
- Rules-Based Workflow
- SSL Security
- Self Service Portal
- Service Level Agreement (SLA) Management
- Single Sign On Software
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Task Management Software
- Task Progress Tracking
- Third Party Integrations
- Training Management
- Workflow Management Software
Complaint Management Software
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Assignment Management
- Audit Trail
- Case Management Software
- Chat/Messaging
- Complaint Management Software
- Corrective and Preventive Actions (CAPA)
- Customer Complaint Tracking
- Customer Service Analytics
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Data Import/Export
- Email Management Software
- Email Templates
- Feedback Management
- Forms Management
- Interaction Tracking
- Issue Management
- Issue Tracking Software
- Knowledge Base Management
- Live Chat Software
- Monitoring
- Multi-Channel Communication
- Multi-Channel Management
- Prioritization
- Quality Assurance
- Real Time Notifications
- Real Time Reporting
- Real-time Updates
- Reporting & Statistics
- Routing
- SSL Security
- Self Service Portal
- Social Media Integration
- Social Media Monitoring Software
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Third Party Integrations
- Widgets
- Workflow Management Software
Customer Service Software
- API
- Activity Tracking
- Alerts / Escalation
- Appointment Management
- Auto-Responders
- Calendar Management
- Call Center Management
- Call Routing
- Communication Management
- Contact Database
- Contact Management Software
- Customer Database
- Customer History
- Customer Segmentation
- Customer Service Analytics
- Customizable Forms
- Customizable Templates
- Data Import/Export
- Drag & Drop
- Email Management Software
- Employee Management
- Engagement Analytics
- Event Triggered Actions
- Inbox Management
- Knowledge Base Management
- Live Chat Software
- Multi-Channel Communication
- Multiple User Accounts
- Performance Management
- Performance Metrics
- Queue Management
- Real Time Analytics
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Real-time Updates
- Reporting & Statistics
- Rules-Based Workflow
- SMS Messaging
- Self Service Portal
- Single Sign On Software
- Social Media Integration
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Template Management
- Third Party Integrations
- Virtual Assistant
- Voice Mail
- Workflow Management Software
DevOps Software
- API
- Activity Dashboard
- Activity Tracking
- Applications Management
- Approval Workflow
- Audit Management
- Authentication Software
- Change Management Software
- Commenting / Notes
- Compliance Management
- Configurable Workflow
- Configuration Management
- Dashboard Software
- Data Extraction Software
- Data Import/Export
- Event Logs
- IT, Server & Network Monitoring Software
- Incident Management Software
- Issue Management
- Issue Tracking Software
- KPI Monitoring
- Monitoring
- Performance Management
- Performance Metrics
- Policy Management Software
- Portfolio Management
- Prioritization
- Project Management Software
- Projections
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Release Management
- Reporting & Statistics
- Reporting/Analytics
- Role-Based Permissions
- Rules-Based Workflow
- SSL Security
- Search/Filter
- Single Sign On Software
- Status Tracking
- Task Management Software
- Third Party Integrations
- Timeline Management
- Troubleshooting Reports
- User Management
- Version Control
- Workflow Management Software
Help Desk & Ticketing Software
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Automated Routing
- CRM Software
- Call Center Management
- Chat/Messaging
- Client Portal
- Customer Database
- Customer History
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Data Import/Export
- Document Storage
- Email Management Software
- Email Templates
- Feedback Management
- Help Desk Management
- IT Asset Management Software
- Interaction Tracking
- Interaction Tracking
- Knowledge Base Management
- Live Chat Software
- Macros/Templated Responses
- Monitoring
- Multi-Channel Communication
- Network Monitoring Software
- Performance Metrics
- Prioritization
- Real Time Notifications
- Real-Time Chat
- Remote Access/Control
- Reporting & Statistics
- Reporting/Analytics
- Self Service Portal
- Service Level Agreement (SLA) Management
- Social Media Integration
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Third Party Integrations
- Ticket Management
- Workflow Configuration
- Workflow Management Software
IT Asset Management Software
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts/Notifications
- Asset Management
- Asset Tracking Software
- Audit Management
- Audit Trail
- Barcode / Ticket Scanning
- Change Management Software
- Compliance Management
- Compliance Tracking
- Configurable Workflow
- Configuration Management
- Contract/License Management
- Cost Tracking
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Dashboard Creation
- Data Import/Export
- Data Visualization Software
- Email Management Software
- IT Asset Tracking
- Incident Management Software
- Inventory Management Software
- Inventory Tracking
- Knowledge Base Management
- Maintenance Management Software
- Maintenance Scheduling
- Monitoring
- Prioritization
- Problem Management
- Procurement Management
- Real Time Reporting
- Reporting & Statistics
- Reporting/Analytics
- Requisition Management
- Role-Based Permissions
- Self Service Portal
- Service Level Agreement (SLA) Management
- Supplier Management
- Support Ticket Management
- Support Ticket Tracking
- Task Management Software
- Third Party Integrations
- User Management
- Workflow Management Software
IT Management Software
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Audit Management
- Audit Trail
- Capacity Management
- Change Management Software
- Chat/Messaging
- Compliance Management
- Configurable Workflow
- Configuration Management
- Customizable Branding
- Customizable Reports
- Dashboard Software
- Data Import/Export
- Data Visualization Software
- Event Logs
- IT Asset Tracking
- IT Reporting
- IT, Server & Network Monitoring Software
- Incident Management Software
- Inventory Management Software
- Issue Auditing
- Knowledge Management Software
- License Management Software
- Maintenance Scheduling
- Monitoring
- Patch Management Software
- Performance Metrics
- Real Time Data
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Real-time Updates
- Remote Access/Control
- Remote Monitoring & Management
- Reporting & Statistics
- SSL Security
- Self Service Portal
- Service Level Agreement (SLA) Management
- Single Sign On Software
- Task Management Software
- Third Party Integrations
- Ticket Management
- Uptime Reporting
- User Management
- Workflow Management Software
IT Project Management Software
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Bug Tracking Software
- Calendar Management
- Charting
- Collaboration Tools
- Commenting / Notes
- Customizable Fields
- Customizable Reports
- Deadline Management
- Document Management Software
- Drag & Drop
- Email Management Software
- Gantt/Timeline View
- Issue Management
- Milestone Tracking
- Multiple Projects
- Percent-Complete Tracking
- Portfolio Management
- Prioritization
- Product Roadmapping
- Progress Tracking
- Project Management Software
- Project Planning Software
- Project Templates
- Project Time Tracking
- Project Tracking Software
- Project Workflow
- Projections
- Real Time Data
- Real Time Notifications
- Real Time Reporting
- Real-time Updates
- Reporting & Statistics
- Requirements Management Software
- Resource Management Software
- Search/Filter
- Status Tracking
- Supports Agile
- Supports Scrum
- Task Management Software
- Task Planning
- Task Progress Tracking
- Task Scheduling
- Testing/QA Management
- Third Party Integrations
- Time & Expense Tracking
- Workflow Management Software
IT Service Management (ITSM) Software
- API
- Access Controls/Permissions
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Approval Process Control
- Asset Management
- Asset Tracking Software
- Audit Management
- Availability Management
- CRM Software
- Capacity Management
- Change Management Software
- Chat/Messaging
- Client Portal
- Configurable Workflow
- Configuration Management
- Contract/License Management
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard Creation
- Drag & Drop
- Email Management Software
- Help Desk Management
- IT Asset Tracking
- Incident Management Software
- Inventory Management Software
- Knowledge Base Management
- Monitoring
- Multi-Channel Communication
- Prioritization
- Problem Management
- Project Management Software
- Release Management
- Reporting & Statistics
- Role-Based Permissions
- Self Service Portal
- Service Catalog
- Service Level Agreement (SLA) Management
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Task Management Software
- Third Party Integrations
- Workflow Management Software
IT Service Software
- API
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Asset Management
- Audit Management
- CRM Software
- Change Management Software
- Client Portal
- Compliance Management
- Configurable Workflow
- Configuration Management
- Contract/License Management
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard Creation
- Drag & Drop
- Email Management Software
- IT Asset Management Software
- IT Asset Tracking
- Incident Management Software
- Inventory Management Software
- Knowledge Base Management
- Knowledge Management Software
- Monitoring
- Prioritization
- Problem Management
- Project Management Software
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Release Management
- Reporting & Statistics
- SSL Security
- Self Service Portal
- Service Catalog
- Service Level Agreement (SLA) Management
- Service Reporting
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Task Management Software
- Third Party Integrations
- Ticket Management
- Workflow Management Software
Incident Management Software
- API
- Activity Dashboard
- Alerts / Escalation
- Alerts/Notifications
- Audit Management
- Audit Trail
- Communication Management
- Communications Management
- Compliance Management
- Contact Management Software
- Corrective and Preventive Actions (CAPA)
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Data Visualization Software
- Disaster Recovery
- Document Management Software
- Email Alerts
- Event Logs
- Forms Management
- IT Incident Management
- Incident Management Software
- Incident Reporting
- Inspection Management
- Investigation Management Software
- Issue Management
- Maintenance Scheduling
- Mobile Alerts
- Monitoring
- Multi-Channel Communication
- Multi-Language
- OSHA Compliance
- On Call Scheduling
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Real-time Updates
- Reminders
- Reporting & Statistics
- Risk Alerts
- Risk Analytics
- Risk Assessment
- Safety Incident Management
- Single Sign On Software
- Status Tracking
- Task Management Software
- Third Party Integrations
- Training Management
- Workflow Management Software
Issue Tracking Software
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Assignment Management
- Chat/Messaging
- Collaboration Tools
- Commenting / Notes
- Configurable Workflow
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard Software
- Drag & Drop
- Email Management Software
- Help Desk Management
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking Software
- Knowledge Base Management
- Monitoring
- Multi-Channel Communication
- Prioritization
- Project Management Software
- Projections
- Real Time Notifications
- Real Time Reporting
- Real-time Updates
- Recurring Issues
- Reporting & Statistics
- Role-Based Permissions
- Rules-Based Workflow
- SSL Security
- Self Service Portal
- Service Level Agreement (SLA) Management
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Tagging
- Task Management Software
- Task Progress Tracking
- Third Party Integrations
- Ticket Management
- Widgets
- Workflow Management Software
Remote Support Software
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Audit Management
- Audit Trail
- CRM Software
- Chat/Messaging
- Collaboration Tools
- Communication Management
- Compliance Management
- Customizable Branding
- Customizable Reports
- Diagnostic Tools
- File Sharing Software
- File Transfer
- IT, Server & Network Monitoring Software
- Live Chat Software
- Monitoring
- Multi-Channel Communication
- Multiple User Accounts
- Performance Metrics
- Real Time Data
- Real Time Monitoring
- Real Time Notifications
- Real-Time Chat
- Real-time Updates
- Remote Access/Control
- Remote Monitoring & Management
- Remote Update / Installation
- Reporting & Statistics
- Reporting/Analytics
- SSL Security
- Screen Sharing Software
- Secure Login
- Self Service Portal
- Session Recording
- Session Transfer
- Single Sign On Software
- Summary Reports
- Support Ticket Management
- Surveys & Feedback
- Third Party Integrations
- Two-Factor Authentication
- Two-Way Audio & Video
- Unattended Access
- User Management
- Video Conferencing Software
- Video Support
- Workflow Management Software
Service Desk Software
- API
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Asset Management
- CMDB Software
- Change Management Software
- Chat/Messaging
- Client Portal
- Configurable Workflow
- Configuration Management
- Contract/License Management
- Customer Database
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Data Import/Export
- Drag & Drop
- Email Management Software
- Email Templates
- IT Asset Management Software
- Incident Management Software
- Inventory Management Software
- Knowledge Base Management
- Mobile Access
- Multi-Channel Communication
- Prioritization
- Problem Management
- Procurement Management
- Project Management Software
- Real Time Notifications
- Real Time Reporting
- Remote Access/Control
- Reporting & Statistics
- SSL Security
- Scheduled / Automated Reports
- Self Service Portal
- Service Level Agreement (SLA) Management
- Social Media Integration
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Task Management Software
- Third Party Integrations
- Widgets
- Workflow Management Software
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JIRA Service Management Reviews
Read all reviewsOverall rating
Average score
Josemaria G.
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Overall Rating5 /5
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Ease of Use5 /5
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Features & Functionality5 /5
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Customer Support SoftwareUnrated
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Value for MoneyUnrated
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Likelihood to Recommend
- Reviewer Source
- Reviewed on 08/04/2019
"From the Trusted Atlassian"
Comments: In a crowded space for helpdesk apps, Jira Service Desk stood out because of the company that backs it up, its family of related apps and, the current integrations with existing third-party apps out there. Jira SD is well worth trying out.
Pros: From the same company of my favorite and trusted apps like Trello and Jira... We then gave Jira Service Desk a try. The user interface has a modern look and feel and is intuitive enough even for a novice user or admin. It has a pretty standard set of tools to run your usual IT Helpdesk and Support roles straight out of the box (Incident management, Problem, Change, SLA management, etc.). In fact, you can set up your helpdesk well within an hour (of course not counting the per company nitty-gritty). Default setup works, but it's also super customizable based on your company needs. The Dashboard has all the at-a-glance metrics, statistics and graphs to keep you up to speed with the overall status. Again, coming from Atlassian, it has a ton of possibilities in terms of integration with other apps. I feel the constant stream of dev improvements and updates.
Cons: Even though I mentioned that the third party apps can be easily integrable, we find the documentation for creating one's own integration apps a bit lacking. Also, the creation of tickets can be more streamlined or simplified (perhaps with the minimum number of fields and button clicks) to make it easier or faster to create and then further details can follow.
- Reviewer Source
- Reviewed on 08/04/2019
Verified Reviewer
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Overall Rating5 /5
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Ease of Use2 /5
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Features & Functionality5 /5
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Customer Support Software5 /5
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Value for Money5 /5
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Likelihood to Recommend
- Reviewer Source
- Reviewed on 07/11/2020
"Powerful and Capable, but easy to over complicate things"
Comments: Initial setup can be complex but it can also be super powerful if you are able to configure it properly. It's visual scripting and workflow tool is really capable and easy to learn
Pros: Its flexibility. It's a simple statement, I agree, and you're probably reading this wondering why I'm being so vague. But JIRA software is a bit hard to summarize simply because it's just so flexible. There's no "correct" way to use it. It's rest API is pretty powerful too and very easy to extend Jira to "integrate" with 3rd party applications that doesn't have an official Jira integration.
Cons: Creating workflows can easily become very confusing and you can easily break how your projects in Jira work if you aren't careful. With every Jira production license you also get a free dev license so that you can set up an isolated dev/staging environment. This is invaluable and highly recommended. The downside is that there is no easy way to migrate any of your changes from dev to production. But there are 3rd party plugins for that.
- Reviewer Source
- Reviewed on 07/11/2020
Thomas L.
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Overall Rating2 /5
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Ease of Use2 /5
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Features & Functionality2 /5
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Customer Support Software1 /5
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Value for Money3 /5
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Likelihood to Recommend
- Reviewer Source
- Source: SoftwareAdvice
- Reviewed on 13/01/2021
"Do all - do nothing"
Comments:
Do you want a tool that does 1000 tasks but all of those tasks are 10% of what you need? GET THIS TOOL.
Do you want a tool that has a million different customizations, yet none are what you want and everything is wrongly done? Get it !
Sure it's """cheap""" but with all the time you loose, not worth it.
BTW, that 24/7 support, yeah, no, does not exist.
Pros: Well here's a tool that does everything, SD, incidents, KB, alerts, yes, it does a bit or everything.
Cons: It's awfull at doing things good. The new projects are barely compatible with new solutions, incidents and request are not configured correctly and can hardly be put in the same ticketing catalog. No advanced roadmaps (premium feature) in next gen projects. Automations are bad, tickets custom fields are sometimes not uderstood by the automation.
- Reviewer Source
- Source: SoftwareAdvice
- Reviewed on 13/01/2021
Verified Reviewer
-
Overall Rating5 /5
-
Ease of Use5 /5
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Features & Functionality4 /5
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Customer Support SoftwareUnrated
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Value for MoneyUnrated
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Likelihood to Recommend
- Reviewer Source
- Reviewed on 23/07/2019
"A great option for on-site ICT service desk management"
Comments: Overall we are very happy with Jira Service Desk; it has allowed us to provide a higher level of support to users than our previous service desk, and non-profit pricing was very beneficial for us. The software is usable in its default setup but we have found that there is still plenty of customisation that can be done if needed to suit more complex requirements.
Pros: I find the UI of Jira Service Desk very clean and modern compared to other service desks software on the market. Included with the service desk is a customisable user-facing portal for users to raise tickets in, which proved very popular with staff when raising tickets alongside traditional email tickets. Due to the way Jira splits service desks into different projects, we were able to create service desks for other departments in the organisation which helped improve productivity and workflow. There are some very useful and well-designed default reports included for ticket statistics (which can be used to keep management happy!). We found the default setup of Jira Service Desk fit our needs very well, but it is very easy to customise ticket workflows and other features to suit more complex needs.
Cons: For a service desk technician using Jira Service Desk the back-end UI for managing tickets can be a little overwhelming, however this can be fixed by editing the default workflows for tickets to hide not required information and details. The administration settings are somewhat unintuitively set out for system administrators, but once you get to grips with the layout it becomes easy enough to find what you need from the settings page. We found the instructions on the Atlassian website for setting up an external redirect with a custom URL in IIS a little sparse on detail, but a quick trip to the Atlassian forums cleared up any queries we had with the process.
- Reviewer Source
- Reviewed on 23/07/2019
Chirag S.
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Overall Rating5 /5
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Ease of Use5 /5
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Features & Functionality5 /5
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Customer Support Software3 /5
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Value for Money5 /5
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Likelihood to Recommend
- Reviewer Source
- Reviewed on 14/02/2020
"Efficient service desk for companies small, medium or large"
Comments: Prior to using Jira Service Desk, were using a combination of Excel and SharePoint with workflows. We couldn't get great reports. It was hard to customize. Workflows broke without a reason because, you know, it's SharePoint. And the entire process of serving customers was dead slow. We brought in Jira Service Desk as a test bed. Within 2 hours, we were testing and customers were putting in tickets. While we used most of the default settings, the value we were generating was way beyond we ever had. Then, we set up SLAs and watch reports for a few days. We were able to see everything we wanted - who reported the issue, when, what was the priority, how many comment exchanges happened, how much time did we spend, did we meet SLAs, what was the solution, etc. Fast forward 2 years. We are now able to create strategies to service internal and external customers better based on the data from Jira. It has helped us go from making gut-feel decisioning to data-centric decisioning. Good data wins debates. Jira helped us with good data. We are also utilizing Jira's excellent searching, dashboarding and API functionality to feed data to other systems and drive changes beyond just customers.
Pros: Jira Service Desk was very easy to get started with. You could literally sign up for it and begin using it within an hour. Ticketing system is very customizable and powerful. Customers can be added in bulk and customers can sign up for entering issues. We were able to create different projects (or service queues) so that customers could send requests for IT help, or administrative help, or help with projects. Each such project/queue had different fields. Metrics are all built into the software, so we can know how often Service Level Agreements were breached, who breached them etc. The sheer amount of customizability is a joy. However, without discipline and thoughtfulness, it is very easy to customize it the wrong way.
Cons: We feel that the price point could be lower and the speed could be a little faster. Atlassian has made improvements with speed. If a company had 5 people manning different queues and the issue volume is low, the cost would be ~1500/year for those 5 users. So, it would may not be cost effective for a small company that is watching their costs closely. We also felt that a Wiki is not built in. So, if a common solution needs to documented that spans multiple tickets, there's no way to do so. We could buy Confluence from Atlassian for an additional cost.
- Reviewer Source
- Reviewed on 14/02/2020
