JIRA Service Management

The best tool for Helpdesk which works seamlessly with Jira

Comments: My team enjoys this tool a lot and we surely feel this is the most suited tool for the workflow we have. Highly recommend for helpdesk in IT

Pros:

Works so well with a support email ID to collect client helpdesk issues, and even link them to development (IT project) tickets

Cons:

Perhaps the dashboards can be easier and more insightful, for checking workload, number of issues managed per staff member etc

Alternatives Considered: Zendesk Suite

Reasons for Switching to JIRA Service Management: Since we have a lot of helpdesk tickets that may translate into a product feature, or enhancement or bugs that can be forwarded to the IT development team, we wanted to use something that syncs with JIRA very well

Great value

Comments: Great experience overall and integrates well with the Atlassian stack.

Pros:

Jira Service Management is a great value for ITSM. It provides a portal for an unlimited customer base, and agent access based on Jira core. It's also very affordable compared to other similar products.

Cons:

The customer portal is great, but offers little out of box customization. To build an elaborate portal, you need to purchase some marketplace add-ons.

Alternatives Considered: ServiceNow

Reasons for Switching to JIRA Service Management: Much better affordability and user experience.

Great for Smaller Businesses, not for the Large Enterprise

Pros:

Service Management is very easy to get going "out of the box" for small organizations. We stood this up apart from our enterprise's main service management tool because we had special needs for our intake forms and this allowed us to do the customization needed without going through rigorous development through the enterprise level tool.

Cons:

Form design for your main portal can sometimes be wonky, as navigating through the options takes a bit of getting used to and aren't the most intuitive at first. Workflows are also very simple and complex decision-making based on external data is not readily available.

Alternatives Considered: ServiceNow

Reasons for Switching to JIRA Service Management: Service Management ultimately was chosen because it integrated perfectly with our Jira instance and allows for seamless story/epic creation from internal customer requests, porting the information over was made very easy by this fact and the workflows you can create between the two are very useful.

JIRA is the best overall Bug & Issue Project Management tool

Pros:

- JIRA is very simple to setup & deploy for beginners & can also be used very effectively by advanced users- Has integrations with other tools- JIRA helps report, manage & track bugs, product features via tickets in 1 place- JIRA has history of tickets, work logs, etc that help document projects & promote overall accountability

Cons:

- JIRA can be expensive for small companies & small teams- JIRA needs licenses for users just to view the JIRA board & tickets

Alternatives Considered: monday.com

Switched From: Google Sheets

Reasons for Switching to JIRA Service Management: We chose JIRA as everyone were familiar with the tool & had prior experience with using it.

Great if you use Jira

Pros:

Jira Service desk is the help desk add on for Jira. It's great because it seamlessly integrates with Jira. If you're on Jira already it's a natural extension.

Cons:

It's not really viable as a stand alone product but as part of the Jira ecosystem it's a nice add on. Quite steep learning curve.