Jira Service Desk Reviews in April 2025: User Ratings, Pros & Cons

JIRA can be very Usefull

What do you like best? A robust amount of reporting, dashboards, customizations. It provides a level visibility into tasks that much other help or support desks do not. What do you dislike? Geared towards highly technical users who want to learn JQL. With large organizations, such as mine, it becomes overwhelming when not maintained properly. Old projects and categories not removed can create a usability nightmare. What problems are you solving with the product? What benefits ...

Jira Service Desk Review

What do you like best? The easy way to track and keep up on customers information of services provided. All information is found in one are which makes everything much easier and quicker. What do you dislike? So far I like everything about the Jira Service Desk. What problems are you solving with the product? What benefits have you realized? Tracking customers information. Makes following up with customer much easier.

Review of Jira

What do you like best? Pros: - It's a great collaboration tool in terms of issue tracking - Collaboration between different accounts / integrations is easy - At my work we can easily use 2FA with Jira What do you dislike? Cons: - Slow and cumbersome sometimes - I'd enjoy a more simplified / modern interface Recommendations to others considering the product: Look at alternatives, but if you're in an enterprise I'd suggest Jira What problems are you ...

Clean Navigation and Smooth Transitions

What do you like best? JIRA Service Desk has given us a help desk that can be used across all departments. It is flexible, allowing us to create fields it doesn't have by default and share them across projects. SLAs are simple to create and the overall design allows for easy navigation. Plus if a feature is not natively available, an add on can usually be purchased. It integrates with other systems so that we don't have to enter the same information in two locations. What do you ...

Decent but cluncky

What do you like best? Many different departments can use it for many purposes What do you dislike? Super cluncky. Just not intuitive. Hard to find old documents What problems are you solving with the product? What benefits have you realized? Reporting concerns. Easy to track what needs to be done

Easy to Use, Hard to Get Buy In

What do you like best? It is very easy to scale to receive requests throughout the company for changes, bugs, etc., and manage them among the project team implementing the change. What do you dislike? The email features can get a bit much, and some users don't respond to the emails because of the quantity sent Recommendations to others considering the product: More compatibility with emails and prioritization levels What problems are you solving with the product? What ...

Incidents Organized for Remediation

What do you like best? The Jira Service Desk allows for organization of incident and change management tickets to be organized in to projects for reference. Along with the projects and tags, searching for and referencing tickets is very easy. What do you dislike? When cloning tickets, the assignee is carried. Then, an administrator is required to change the assignee. Recommendations to others considering the product: Examine the online trial in parallel to you current issue ...

Help Desk Tracker

What do you like best? It makes it very easy to keep track of all of your issues in your queue to work on for the day. What do you dislike? I do not like how expensive JIRA itself is, JIRA is a great application when setup correctly but it just takes time What problems are you solving with the product? What benefits have you realized? Resolving user issues and ticketing management

Great for support

What do you like best? This provided excellent visibility from a support perspective What do you dislike? I can’t think of a real negative for jira What problems are you solving with the product? What benefits have you realized? Feature requests

Jira is a great sprint management tool

What do you like best? It is an excellent way to manage teams on multiple projects. What do you dislike? I really do not have any complaints. It would be nice to have a single user login across companies. What problems are you solving with the product? What benefits have you realized? Managing sprints