4.3 out of 5 (20 Ratings)
Mar 28, 2017
If you are still researching for a service desk, work assignment and management tool, I suggest you stop now and implement JIRA Service Desk. JIRA Service Desk provides anything you could possible need, from intake to completion (including entering customer satisfaction). Moreover, if you already have Atlassian products like JIRA and Confluence, integration will be virtually seamless.
Feb 24, 2017
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.
Feb 24, 2017
Adequate support for the product, as delivered. Not very responsive to feature requests or user feedback.
Feb 22, 2017
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.
Feb 17, 2017
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.
Jan 27, 2017
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.
Jan 18, 2017
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.
Jan 16, 2017
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.
Jan 13, 2017
it was smooth implementation.
Dec 14, 2016
A good tool, still evolving with the features. Liked the integration with Confluence