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

Improving customer support with Jira Service Desk

What do you like best? I do appreciate the ability to customize service configuration. What do you dislike? I would like more tools for presenting trends and performance statistics Recommendations to others considering the product: Be sure to involve users and customers when setting up the system and be willing to take advantage of being able to adjust along the way in response to real user experience. What problems are you solving with the product? What benefits have ...

Robust solution, great for ITSM

What do you like best? The most compelling selling point is that it integrates with other Atlassian products. We were already using Jira and confluence so it was a good fit. Also extremely helpful is that it is divisible into different projects, so it is very useful for different departments. Default reports are useful and well designed. Customizing ticket workflows helped to meet some of our more complex needs. Less important but still a nice to have - the overall interface is clean and ...

A niche tool specifically designed for support

What do you like best? This part of Jira is a very useful tool to help people that are only interested in getting a solution and need not to deal with Jira intricacies directly. It allows the second line support staff to connect with the customers but to keep i neat, simple, clean and straight. In the mean time the internal layer of third line support can also participate and help with the issues but invisibly to the customer. It is a very customer focused and is a nice addition to the ...

Very good incidence and bug manager

What do you like best? Jira Service Desk allows you to have better control of the incidences and bugs that happens in your code. It's a good tool to centralize as well all the IT (or any kind) of request, avoiding them to get lost in, for example, your email. It allows you to have control at any moment of the status of the bug-fixing and sends automatic notifications to the users every time that some update is done. What do you dislike? It would be helpful in my opinion a bit more ...

Jira service desk

What do you like best? Best thing about this product is that it can be changed and modified to fit customers desires. You can create many type of tickets and task names for different uses, tickets creation requirement fields are also flexible and can be what ever you want. Who,when and for what reason created a task is also visible on the ticket and you can give permission to changes differently to different groups. Also its very cheap for what it can do so its a great snatch. What do ...

It's very straightforward

Streamlined Support Queues

What do you like best? Service desk has helped streamline and organize the amount and types of requests coming in to my team, which services internal customers in support of one of our customer-facing products. It's really easy to get the hang of (I trained others how to use it with only a week of experience), and I've found it to be really customizable. I love that users don't have to be logged into our support portal to submit tickets (they can do so via email), which reduces the need ...

Easy integration of the application and helpful for management activities

What do you like best? The interface is very friendly and elaborative, the application features along with integration of Jira software are quite extended and more than enough for quicker and reliable update and management of issues and activities of the organization. What do you dislike? The integration was easier but the vendor support was not up to the mark during initial implementation, though the service desk features IT support to be collaborating with Jira issues, but the ...

Managing ticket using Jira SD

What do you like best? Automatic notification to PagerDuty Integration. KPI Generation. Attention Tracking Ticket. Nice dashboards. Excellent administration web site. What do you dislike? Price is expensive but the return of invest is favorable. Most people needs to train a lot. You have to buy workflow addon to automate ticket attention process. What problems are you solving with the product? What benefits have you realized? We decided buy Jira SD in ...

A great application to plan and organize your projects.

What do you like best? Jira Service Desk contains many tools in one place with which you can plan and organize daily tasks, and integrate well with other applications. Its interface is clean, easy and customizable to a large extent, the self-service function is very useful and effective in managing projects and solve any problem for faster performance and improved equipment. You can create templates for certain tasks that occur frequently. With Jira you can configure and divide any ...