4.3 out of 5 (19 Ratings)

18 Verified Reviews

Jira Service Desk

Smooth implementation of Service Desk

The Service Desk implementation was an extension of our existing JIRA implementation. The implementation was smooth and easy to understand, cloud based, and cost effective. The primary impetus was the replacement of a less functional help desk ticketing system that was not cost effective.

Jira Service Desk

Product is usable, but not a standout

Adequate support for the product, as delivered. Not very responsive to feature requests or user feedback.

Other...

Great Tool, but a tool can not fix communication issues itself

We were really overwhelmed by all the functions that could be used. At first, we had to specify our use case and narrow down, what we really need. There is also a wide range of plugins. So we created a workflow and optimised it. Now we have Version 3.1 of our own workflow and we are quite happy with this. We are using JIRA to communicate in a better way with our customers and to organise ourselves. This is not as good as it should be, but we are getting better and trying to improve.

Jira Service Desk

Easy setup against existing JIRA instance, great tool if you keep it simple

Like similar software packages, your results will vary depending on the quality of your implementation. It's easy with Jira to over design things like forms and workflows, and finding the right balance between simplicity and complexity is crucial. We rolled it out quicky and saved a good amount of money over service now because we were able to bolt JSD onto our existing JIRA instance. Now all of our trackables are in one system which is also convenient.

1

Jira Service Desk

Swift implementation, integration with our Dev team, exceptional configuration support.

superior turnaround time. efficiency in managing our needs specified needs. strong assistance (including Insight, third-party vendor partner recommendation) converting from a customized square-peg-round-hole "hack" we were using to convert sugarcrm to "it-support ticketing" system.

Other...

Implementation is easy and maintains the required strategy

It is great way of managing the risks and issues involved in a Project and also to track new features and fixes and helps maintain a rapo of SCRUM management.

Jira Service Desk

Good for small and immature ITSM rollouts

The vendor offers very minimal support without paying for an expensive add-on subscription. The tool is good for an organzation just starting out in ITSM that needs very minimal functiaonlity of core components (Incident, Request, Change, self-service). The tool is very restrictive and difficult to customize without engaging 3rd party services.

Jira Service Desk

Jira

it was smooth implementation.

Jira Service Desk

Easy to implement but needs functional improvements

A good tool, still evolving with the features. Liked the integration with Confluence

Jira Service Desk

Implementation was easy and user expirence is good

Very easy to install, configure and use.