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

Extremely powerful & enterprise grade solution

What do you like best? Highly customizable but also ready out of the box. Integrates well with confluence, Jira and other atlassian tools What do you dislike? For untrained users it may be overwhelming to figure out. Baseline settings are good but not enough to start running with What problems are you solving with the product? What benefits have you realized? Day to day support for customers, as well as SLA tracking and internal KPIs

Intuitive user interface

What do you like best? The fact that it helps in automation of recurring tasks amd real time collaboration and allows you to keep things simple and easy for end users What do you dislike? Jira service desk does not embed a knowledge base by itself. Portal customization is a big challenge What problems are you solving with the product? What benefits have you realized? It helps me to keep things simple and easy for the end users and real time collbo

Problem discussion

What do you like best? Planning and the way everyone can collaborate and solve problems faster What do you dislike? Front end and the user interface is too crude What problems are you solving with the product? What benefits have you realized? Easy collaborations

JIRA is a Easy User Interface Application

What do you like best? It's easy to use and makes it very comfortable for the user to work on raise tickets, defects and total project with test management in a day's life. What do you dislike? It can have more features such as backtracking and integrating with all the 3 rd party applications Recommendations to others considering the product: Very easy to use and track.. go for it.. What problems are you solving with the product? What benefits have you realized? We ...

The BEST tool for Service Desk

What do you like best? Jira is a tool for issue tracking product developed by Atlassian which allows bug tracking and agile project management and the most important, Service Desk. Very easy to use, quick, reliable, is not expensive at all.... What do you dislike? Integration with other Service Desk products (but this dislike is shared with the other tools) Recommendations to others considering the product: Jira is a MUST HAVE tool for Service Desk, No other tool is ...

Good Product with great capabilities

What do you like best? It's ability and ease to search every project , task and issue . It's heirarchial presentation on every category. Ease on tracking down and following up on anything you would like to follow. Also reporting made easuly. May it be a timesheet or the workflow What do you dislike? Jira has least capacity for the graphical design of a project layout What problems are you solving with the product? What benefits have you realized? Graphical layout

Very good ticket management application

What do you like best? Cost effective Implementation time is much shorter compared to BMC Advanced SLA settings What do you dislike? Customer service is slow compared to BMC. BMC is widely used compared to JIRA What problems are you solving with the product? What benefits have you realized? Incident management system implementation

Better than a lot out there...

What do you like best? I really enjoy how easy it is to take a help desk ticket and move it over to a sprint in case said ticket is a very involved task and requires more time than what's noted in SLA What do you dislike? I don't like have you have to click In Progress to mark that you've replied to the customer. Simply assigning it does not stop the SLA counter Recommendations to others considering the product: Give it a shot! What problems are you solving with the ...

Comprehensive useful tool for those that want to provide a service desk portal to clients.

What do you like best? The breadth of features and customizability of JIRA Service Desk is excellent. We can taylor fit it to our individual needs, such as adding fields for PO numbers, estimates, labels. It serves as my virtual "dry erase board" of cases and lets me manage where they all stand in the process. What do you dislike? There's been times where it hasn't always been easy for our clients to get up and running on JIRA. That, and bringing in others on existing cases isn't ...

JIRA

What do you like best? Ease of use and can be customized for our needs. What do you dislike? User interface is little plain and some users want little different. What problems are you solving with the product? What benefits have you realized? Incidents and change orders.