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

Very intuitive, easy to use software, implemented for thousands of businesses and organisations

What do you like best? I like how JSD is highly customisable, including the customer portal, where customers log their service requests. SLAs can easily be set up, going hand in hand with workflows in order to manage business processes What do you dislike? The automation section is fairly restricted. I used the Automation for Jira add-on which worked wonders and is so easy to use, but the built in automation rules are much more restrictive. Recommendations to others considering ...

Great for escalating IT requests

What do you like best? I like being able to keep a record of all IT requests What do you dislike? I dislike the email notifications as I feel they could be better What problems are you solving with the product? What benefits have you realized? Being able to raise issues with the IT Team with ease and get things escalated

A great option for on-site ICT service desk management

What do you like best? Overall we are very happy with Jira Service Desk; it has allowed us to provide a higher level of support to users than our previous service desk, and non-profit pricing was very beneficial for us. The software is usable in its default setup but we have found that there is still plenty of customisation that can be done if needed to suit more complex requirements. I find the UI of Jira Service Desk very clean and modern compared to other service desks software on ...

A great tool for the ticketing system.

What do you like best? Jira service desk has a simple and efficient customization ticket interface. It offers an amazingly high configurable notification system while providing free customization on notification service. Filters are very easy to use, allows you to make and save a filter and give users access to the filter. It has an excellent service of suggestions from Confluence when entering a summary of a problem. It allows you to add additional features through the extremely dynamic ...

Very effective ticketing tool used for business. It has a platform for the ITIL domains

What do you like best? It is a solution that assists various domains in Incident management, problem management, change management, asset and configuration management. What do you dislike? Few bugs and issues/ challenges like linking mail, configuration as per individual user, minimum help vidoes/ tutorials. Some generic feature and processes that should happen without interference. What problems are you solving with the product? What benefits have you realized? It allows ...

Jira SD Review

What do you like best? The tool comes with several features such as creating an exclusive project for IT Services Management as well as Requirements Management, which is great to use a single tool within the organization. What do you dislike? The licensing cost is high and certain configurations require a plugin which must be licensed according to the active amount. Recommendations to others considering the product: Licensing is expensive, considering that there are certain ...

JIRA Review

What do you like best? Easy ticketing system that's accessible to all teams What do you dislike? UI very unattractive and confusing at times to assign to users Recommendations to others considering the product: n/a What problems are you solving with the product? What benefits have you realized? placing in a request when you have computer problems or when there is a Facilities request.

Solid and simple ticketing system

What do you like best? Ticketing systems often have so many features it bogs users down or gets confusing. Jira uses simple and effective tools to keep the ticketing process quick and easy What do you dislike? I don’t have any issues with jira currently What problems are you solving with the product? What benefits have you realized? We have designed a smooth work flow where issues are pushed from business to first and second level support, as appropriate. It has highlighted ...

Jira, The Service Desk HERO

What do you like best? Easily implement all our project together in jira. Good looking eye catch-able style with wanted user notifications and controls. What do you dislike? Freshers cannot use it if need, have to get familiar with this tool first after that can use. For that better to improve more understandable UI. What problems are you solving with the product? What benefits have you realized? With the help of this tool easily fixed fixed our client request bugs ...

JIRA Service Desk Platform

What do you like best? The JIRA Service Desk is very useful as a Ticketing tool. We can create lots of Reports and dashboard based on the Tickets logged in JIRA. Also we can do a Email Subscription based on the Weekday/Weekends and based on the search criteria and filters. We can Track the SLA(Time To Resolution & Time To First Response) from this tool. This is very much helpful for tracking the daily tickets. What do you dislike? Downside is that for exporting the Reports, some ...