Jira Service Desk Software (4.8/5)


What is Jira Service Desk?

Jira is a feature-rich service desk software program that can be leveraged to offer better solutions to the IT Service Management sector of a business. IT teams can use Jira Service Desk to build end-to-end services for businesses and customers. Apart from IT Service Management, Jira Service Desk offers various capabilities:

  • Customer Support Betterment
  • Operations Management
  • Development Team Support
  • Cross Team Collaboration

The continuous collaborative capabilities offered by the Jira Service Desk support business requirements and help in fulfilling objectives as seamlessly as possible.

The key features of Jira Service Desk are:

  • Task automation
  • Knowledge base building
  • Data reporting
  • Real-time collaboration
  • SLA deliveries

What makes the service unique from its counterparts is that the interface is completely open-source, thus allowing it to be customized to deliver a spectrum of services. This is one of the primary reasons why businesses from all over the world use Jira Service Desk to enhance the ITSM, and also use it as the main software development issue tracking solution. Jira Service Desk is available to small and big businesses alike with a reasonable price point while offering a wide array of features. It also offers a complete feature-equipped free plan that businesses can use for a limited time period.

Cost of Jira Service Desk

Free TrialAvailable
Cloud-FreeFree
Cloud-Standard$20/agent/month
Cloud-Premium$40/agent/month
Self-managed – ServerStarts at $10 one-time payment
Self-managed – Data CenterStarts at $13,200/year

Jira offers a wide spectrum of plans for different business needs. Before you invest in the software, you can check out the free trial of the service, the free trial doesn’t compromise on the features provided by the service.

Jira Service Desk Features Overview

  • Customer portal
  • JIRA software integration
  • Performance metrics
  • Self-Service
  • Task Automation
  • Knowledge base building
  • Real-time updates, information, and cross-team collaboration
  • API integration
  • Metrics report
  • CSAT reporting
  • ITIL-ready templates
  • Service Level Agreements
  • Machine learning and AI
  • Atlassian Marketplace compatibility

Jira Service Desk Benefits Overview

Having good customer service for your business is one of the most important parts of running a successful business, especially when it comes to gathering new customers. But that’s not all Jira Service Desk has to offer, it also helps IT teams to accelerate service delivery, making the process simpler while reducing the cost of the operations. Some major benefits that Jira Service Desk has to offer are:

1. Task Automation

It’s the boring tasks that take up too much manpower. In some cases, these tasks can even cause them to overlook priority tasks which can damage the productivity of the business operations. This damper on productivity can also reduce client satisfaction. Jira Service Desk solves this with a task automation feature so that your teams can focus on more important tasks.

2. ITIL-Certification

Keeping your whole team in the loop is a crucial part of the process if you wish to boost efficiency. Fortunately, Jira Service Desk offers an ITIL (Information Technology Infrastructure Library) feature. This complies with the ITSM best practices that are needed to observe and optimize the operations.

3. Incident Management

Jira Service Desk provides your team with the capability to provide quick responses to incidents that arise. Built-in or custom automation rules can also be used to handle manual tasks like assigning or prioritizing tickets. Also, even after an issue has been removed, the software can keep working by analyzing and monitoring all response activities in the system. This allows businesses to determine which areas need improvement and enhancement.

4. Faster Ticket Resolution

When it comes to solving problems, finding the root of the problem will allow your business to fix the problem. Fixing the root cause will help fix inconvenience on your and your business’s end. Jira Service Desk software can help businesses to work smoothly. With this, you can instantly link tickets raised by customers to the queue of unsolved problems so they can provide solutions as fast as possible.

5. Improved Knowledge Bases

Based on their integration with Atlassian Confluence, Jira Service Desk allows businesses to create a custom knowledge base. Knowledge bases help customers to troubleshoot whenever a problem arises, thus they don’t have to raise a ticket. With this, you not only help your customers find answers to common questions, but it also helps a business’s clients access your knowledge base.

Technical Information

Devices Supported

  • Windows
  • Linux
  • Android
  • iPhone/iPad
  • Mac
  • Web-based

Deployment Model

  • Cloud-Hosted
  • On-premise
  • Open API

Customer Type

  • Small businesses
  • Medium businesses
  • Large enterprises

Customer Support

  • Email
  • Tickets
  • Phone
  • Training

Pricing Model

  • Free
  • Monthly payment
  • One-time payment
  • Annual subscription

Languages Supported

  • English
  • Chinese
  • German
  • Japanese
  • Spanish
  • French
  • Russian
  • Italian
  • Dutch
  • Portuguese
  • Polish
  • Swedish

Jira Service Desk Potential Integrations

Jira service desk offers more than 900 integrations for their customers due to their partnership with Atlassian Confluence. These integrations can be found on Atlassian marketplace, some of the most common are:

Jira SoftwareSlackHipChatGoogleConfluence
Tasktop SyncTrelloHappyFoxJEMHERPM
ZendeskInsightFreshserviceBomgrarKelverion
ZephyrSalesforceGiffyGitHubBalsamiq
AzuquaAmity

Review Overview
Price
Features
SUMMARY
4.8

Top Jira Service Desk Alternatives
Freshchat4.5/5
FocalScope4.1/5
VSLogger Unlimited4.0/5
DeskRoll3.9/5
Yonyx3.5/5