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

Great tie-ins to JIRA Agile and Confluence, clean UI, easy to customize

What do you like best? It's definitely an accessible software - I particularly appreciated that customization was fairly easy even for non technical resources. It didn't require a system admin nor engineer to make changes - non developers can easily understand the layout, ui, etc. What do you dislike? the visual cues and aids are not terribly colorful or robust, the design is simple but it wouldn't hurt to go through a facelift to make it look more modern, dynamic, and interactive. ...

Easy Ticket Generation and Customer Experience

What do you like best? As someone who used this to submit and check ticket status it was very straight forward in terms of seeing issue progress. What do you dislike? The interface can be overwhelming but as long as the implementation team notes what should be affecting your then the status change makes sense. Recommendations to others considering the product: I would say ensuring the user has a good submission process with only the most relevant field options rather than ...

Great for your help desk

What do you like best? It has been easy to use JIRA Service Desk, it helps with organization and allows for data to be stored and collected easily and if you have any issues atlassian customer service is very helpful What do you dislike? There is a lot to offer but it is not always simple to understand some of the coding you might need to use What problems are you solving with the product? What benefits have you realized? It is being utilized as our help desk ways people ...

Solid, but a hassle to mate with Google

What do you like best? The customization of this product is probably it's best asset. It can be used to monitor almost anything, in multiple layers. What do you dislike? For multiple users, it's difficult. Especially if you're using a Google Apps account. Only users from your main domain can log on, making task management difficult if you have multiple different accounts. Recommendations to others considering the product: If you operate multiple domains, I'd suggest another ...

Essential project management software for our business

What do you like best? The ability to track open request via the web or mobile. Cloud based version of application is an added bonus. What do you dislike? The UI is not very intuitive. It would be nice to have an in application chat service for support related issues. Recommendations to others considering the product: Essential project management software for our business recommended tool What problems are you solving with the product? What benefits have you realized? ...

Feature rich but too compliated

What do you like best? The agile features they've shoehorned in work pretty well once you figure out how to use them What do you dislike? Doing anything in this product requires looking up a help document and going through 20 steps. It's so bloated! Recommendations to others considering the product: It does a little bit of everything but requires some administrative time. If you don't mind that it can meet your needs. And the price is very competetive! What problems are ...

Great for Organization

What do you like best? JIRA service desk has helped us in many ways to organize better and more effectively than ever before. What do you dislike? I dislike the chunky web version which lags sometimes. What problems are you solving with the product? What benefits have you realized? Better organization, effective communication

Jira Service Desk Review

What do you like best? I like the simplicity and constant updates of the website. What do you dislike? The constant updates can cause confusion on where certain tools or avenues to tools are located Recommendations to others considering the product: Give JIRA a test run and see if it fits your needs. Contact their support to determine what may be best for you and your environment. What problems are you solving with the product? What benefits have you realized? We ...

Good Platform for Managing tickets

What do you like best? Ease of creating tickets, managing and tracking them efficiently to ensure resolution can be provided in timely manner. What do you dislike? Searching for existing resolution to existing ticket can be a challenge if one is not shown for the first time how to do so. Recommendations to others considering the product: An ideal and cost effective solution for managing customer's issues and tracking tickets resolutions, it is suitable for any industry. ...

Jira Review

What do you like best? JIRA is designed with form and function in mind. It's very fluid to use and a solid service desk. You'll be impressed! We have shuffled through about four different service desk type softwares. What do you dislike? It is quite advanced. This is not necessarily something to dislike, but it can be confusing and requires some extensive use to get in and out of. Recommendations to others considering the product: We are pleased with JIRA, do it! What ...