Jira Service Desk Review – 2020

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Jira Service Desk is a modern, fully featured service desk software designed by Atlassian that offers support solutions for IT Service Management (ITSM) and customer service departments. It is a powerful solution built on Jira’s workflow engine and provides a unified interface where customers and employees can submit requests for new services, report incidents, and ask for help. Jira Service Desk comes with out-of-the-box features that enable IT and developer teams to deliver exceptional, end-to-end customer service at a fractional cost.

The application powers teams of different sizes with great features such as SLAs, automation, customization tools, self-service, and CTSA reporting. It also integrates seamlessly with the Jira software and over 800 third-party apps on the Atlassian Marketplace. Jira Service Desk can be deployed in the cloud and includes mobile apps that enable teams to deliver exceptional service, even when on the go.

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Who Jira Service Desk is best for

Jira Service Desk is primarily designed for IT and developer teams that want to streamline problem management, incident management, and change management. It is ideally suited for businesses looking to transition from tedious email support to a solution that’s affordable, scalable, and easy to implement.

Jira Service Desk offers an effortless user experience and enables teams to implement strategies that better align with their customer service needs and goals. It allows organizations to add confluence to their service desk to deliver an integrated knowledge base that uses machine learning to recommend answers intelligently. Advanced reporting and customizability make Jira Service Desk a worthwhile solution for IT teams of varying sizes and industries.

Jira Service Desk pricing

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Jira Service Desk offers a simple pricing structure that is based around the total number of agents. The price per agent becomes progressively cheaper as more users are added, and all pricing tiers have access to Jira’s Service Desk features:

  • Up to 3 agents – $10 flat monthly fee
  • For the first 15 agents  – $20/agent/month
  • For the next 85 agents  – $15/agent/month
  • For the next 150 agents  – $8/agent/month
  • For each additional agent over 250  – $1/agent/month

With the self-managed model, there are two tiers:

  • Server Edition – $10 one-off fee for 3 agents. The number of agents can vary from 3 to 250+.
  • Data Center Edition – $12,000 one-off fee for 50 agents. The number of agents can vary from 50 to 14,000+.

Jira customer support

Jira Service Desk offers a customer support system with options including phone, email, and ticket support. Customers can ask questions regarding technical issues, pricing, licensing, product advice, refunds, and general inquiries through any of these channels. Additionally, the platform includes a blog, product guides, and community help center.

Pros

  • Rapidly deployable
  • Scalable
  • Customizable dashboards
  • Predefined reports with multiple supported widgets

Cons

  • No knowledge base

Rating breakdown

  • Overall Rating: 4
  • Features: 4
  • Price: 4.3
  • Ease Of Use: 3.9
  • Customer Service: 3.7

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