Atlassian Jira Service Desk review

Simple to use, looks good. Fits into Atlassian Ecosystem well.

website www.atlassian.com/
Incident Management Group Test 2016 www.theitsmreview.com/wp-content/uploads/2016/02/Atlassian_IM.pdf

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83%
83% Customer feeback

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Customer satisfaction

Customer service
Value for money
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Overall satisfaction
Customer loyalty
83%
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Version reviewed: 3.x

Customer service
Value for money
Customer support
Overall satisfaction
Customer loyalty

What are the strengths of this product?

The JIRA Service Desk offer everything you need from a service desk tool like SLA's, queues, customisable forms and a clean and modern interface.

The powerful automation possibilities in JIRA Core and JIRA Software let you design any ITSM process with strong automation capabilities. For enterprise CMDB functionality you will need the Insight add-on from Atlassian Marketplace - it will provide you with all the CMDB power you need for a penny, including automation and dependency analysis. Adding the Insight Discovery product enables automated discovery of network assets imported to the CMDB in Insight. The integration to JIRA Service Desk is perfect.

What are the weaknesses of this product?

Can't think of any, not even pricing.

What features would you add if you had the choice?

Hmm, on the wish list... Maybe provisioning and more features on monitoring of network devices.

Version reviewed: 2.0

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What are the strengths of this product?

Simplicity of the out-the-box processes, intuitive & excellent self-service portal with KB integration and threaded customer-support discussions in each ticket (the user isn't swamped with information from their view). The collaborators feature is an interesting alternative to assigning tickets to more obscure teams and hints at future DevOps style focus.

What are the weaknesses of this product?

CMDB as mentioned. The fact that all tickets are 'requests' from a customer view and 'issues' from the IT view can prompt some terminology discussions. Still requires 1 x SD agent license plus 1 x Jira core licence per support staff member but the recent 2.0 licensing overhaul was a massive improvement.

What features would you add if you had the choice?

CMDB capability. There is the possibility to add custom asset databases, but it would benefit from better relationship management between CIs.

Version reviewed: 2.4

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What are the strengths of this product?

Simple to use, looks good. Fits into Atlassian ecosystem well.

What are the weaknesses of this product?

SLAs don't carry over onto other projects / desk when a user is moved.

What features would you add if you had the choice?

Survey of customers after resolution.

Version reviewed: n/a

Customer service
Value for money
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What are the strengths of this product?

Easy to use and configure.

What are the weaknesses of this product?

Differing definitions.

What features would you add if you had the choice?

None.

Version reviewed: n/a

Customer service
Value for money
Customer support
Overall satisfaction
Customer loyalty

What are the strengths of this product?

They understand and deliver your requirements.

What are the weaknesses of this product?

None

What features would you add if you had the choice?

None, marketplace within tool offers any feature.

Version reviewed: n/a

Customer service
Value for money
Customer support
Overall satisfaction
Customer loyalty

What are the strengths of this product?

Easy to customize

What are the weaknesses of this product?

Too easy to customize

What features would you add if you had the choice?

Kanban