Sobre o Jira Service Management

O Jira Service Desk é um software de gestão de serviços criado para o futuro que conecta e auxilia a TI e as empresas por meio de uma resolução rápida e responsável de solicitações dos clientes.

Criado com base no mecanismo de fluxo de trabalho Jira da Atlassian, o Jira Service Desk oferece uma plataforma colaborativa e ágil, além de uma base de conhecimento de baixo custo, fácil de configurar e dimensionar, altamente flexível e com uma experiência extremamente simples para o usuário.

- O Jira Service Desk torna a resolução de solicitações dos clientes rápida e responsável.
- Todas as ferramentas de que os usuários precisam para capacitar a equipe.
- Configure métricas avançadas de SLA e relate o desempenho em tempo real.
- Oferece uma experiência de usuário moderna e poderosamente simples.
- Ajude os clientes a se ajudarem com uma base de conhecimento inteligente com autoatendimento.
- O portal intuitivo do cliente não exige nenhum treinamento para ser usado.
- Regras de automação para que os usuários possam otimizar tarefas repetitivas e os agentes possam fazer mais.
- Relatórios em tempo real proporcionam visibilidade completa para os usuários e a gerência.

O Jira Service Desk foi criado com base no mecanismo de fluxo de trabalho Jira, um dos líderes no Magic Quadrant da Gartner, sendo usado por mais de 22.000 organizações em todo o mundo. O Jira Service Desk oferece aos usuários uma experiência flexível e moderna de central de serviços para os clientes e para a equipe da central de serviços. Encante os clientes, melhore a eficiência e impulsione o desempenho dos negócios. O Jira Service Desk integra-se diretamente com o Jira Software – o software de gestão de problemas que tem a confiança de mais de 50.000 clientes em todo o mundo.

Remodele o significado de TI para os negócios no site da Atlassian.

Dispositivos

Porte da empresa

P M G

Mercados

Estados Unidos, Canadá, Reino Unido, Austrália, China e outros 5, Índia, Japão, Alemanha, Brasil, México

Idiomas

Alemão, Checo, Chinês (simplificado), Chinês (tradicional), Coreano e outros 12, Danês, Espanhol, Francês, Húngaro, Inglês, Italiano, Japonês, Norueguês, Polonês, Português, Russo, Sueco

Imagens

Self-Service Portal
Request Management
Change Management
Incident Management
ITSM On the Go
Ver mais 6
Jira Service Management - Vídeo
Captura de tela do Jira Service Management: Self-Service Portal Captura de tela do Jira Service Management: Request Management Captura de tela do Jira Service Management: Change Management Captura de tela do Jira Service Management: Incident Management Captura de tela do Jira Service Management: ITSM On the Go

Recursos

Total de recursos do Jira Service Management: 54

  • API
  • Agendamento automatizado
  • Alertas por e-mail
  • Alertas/transferência
  • Análise de dados do atendimento ao cliente
  • Análise de dados em tempo real
  • Auditoria
  • Campos personalizados
  • Comentários
  • Controle do processo de aprovação
  • Criação de relatórios personalizável
  • Distribuição automática de leads
  • Espaço de trabalho colaborativo
  • Ferramentas de colaboração
  • Filtro de conteúdo
  • Formulários personalizados
  • Função de busca
  • Geração de relatórios administrativos
  • Gerenciamento de configuração
  • Gerenciamento de tickets de suporte
  • Gestão de acordos de nível de serviço (SLA)
  • Gestão de edição
  • Gestão de help desk
  • Gestão de incidentes
  • Gestão de mudanças
  • Gestão de problemas
  • Gestão de recursos
  • Gestão de tarefas
  • Gestão do fluxo de trabalho
  • Imagem de marca personalizável
  • Importação/exportação de dados
  • Integração de CRM
  • Integração de e-mail
  • Integração de redes sociais
  • Integração de terceiros
  • Integração do celular
  • Modelos personalizáveis
  • Notificações automáticas
  • Portal de autoatendimento
  • Portal do cliente
  • Portal do funcionário
  • Portal para funcionários
  • Priorizar
  • Questionários e feedback
  • Rastreamento de tíquetes de suporte
  • Registro de auditoria
  • Relatórios de desempenho
  • Relatórios de produtividade
  • Relatórios e estatística
  • Relatórios em tempo real
  • Segmentação de clientes
  • Visualizações filtradas
  • Vários idiomas
  • Widgets

Alternativas

Zendesk

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LiveAgent

4,7
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O LiveAgent é uma solução de helpdesk baseada na Internet, que permite o gerenciamento de tíquetes de suporte em vários...

Deskero

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#3 alternativa ao Jira Service Management
Deskero is a help desk software and support ticket system that helps users manage multi-channel support queries, track...

Comm100 Live Chat

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When it comes to genuine customer care, nothing beats a real, honest conversation. And when it comes to online...

Avaliações

Classificação geral

4,4 /5
(262)
Relação qualidade/preço
4,2/5
Recursos
4,3/5
Praticidade
4,2/5
Suporte ao cliente
4,3/5

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Exibindo 5 avaliações de 262
Josemaria G.
Classificação geral
  • Setor: E-Learning
  • Porte da empresa: 51-200 funcionários
  • Usado Diariamente durante 1 a 5 meses
  • Fonte da avaliação

Classificação geral

  • Praticidade
  • Probabilidade de recomendação 9.0 /10

From the Trusted Atlassian

Avaliado em 08/04/2019

In a crowded space for helpdesk apps, Jira Service Desk stood out because of the company that backs...

In a crowded space for helpdesk apps, Jira Service Desk stood out because of the company that backs it up, its family of related apps and, the current integrations with existing third-party apps out there. Jira SD is well worth trying out.

Vantagens

From the same company of my favorite and trusted apps like Trello and Jira... We then gave Jira Service Desk a try. The user interface has a modern look and feel and is intuitive enough even for a novice user or admin. It has a pretty standard set of tools to run your usual IT Helpdesk and Support roles straight out of the box (Incident management, Problem, Change, SLA management, etc.). In fact, you can set up your helpdesk well within an hour (of course not counting the per company nitty-gritty). Default setup works, but it's also super customizable based on your company needs. The Dashboard has all the at-a-glance metrics, statistics and graphs to keep you up to speed with the overall status.

Again, coming from Atlassian, it has a ton of possibilities in terms of integration with other apps. I feel the constant stream of dev improvements and updates.

Desvantagens

Even though I mentioned that the third party apps can be easily integrable, we find the documentation for creating one's own integration apps a bit lacking. Also, the creation of tickets can be more streamlined or simplified (perhaps with the minimum number of fields and button clicks) to make it easier or faster to create and then further details can follow.

Avaliador Verificado
Classificação geral
  • Setor: Entretenimento
  • Porte da empresa: 501-1.000 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

Powerful and Capable, but easy to over complicate things

Avaliado em 07/11/2020

Initial setup can be complex but it can also be super powerful if you are able to configure it...

Initial setup can be complex but it can also be super powerful if you are able to configure it properly. It's visual scripting and workflow tool is really capable and easy to learn

Vantagens

Its flexibility. It's a simple statement, I agree, and you're probably reading this wondering why I'm being so vague. But JIRA software is a bit hard to summarize simply because it's just so flexible. There's no "correct" way to use it.

It's rest API is pretty powerful too and very easy to extend Jira to "integrate" with 3rd party applications that doesn't have an official Jira integration.

Desvantagens

Creating workflows can easily become very confusing and you can easily break how your projects in Jira work if you aren't careful. With every Jira production license you also get a free dev license so that you can set up an isolated dev/staging environment. This is invaluable and highly recommended. The downside is that there is no easy way to migrate any of your changes from dev to production. But there are 3rd party plugins for that.

Thomas L.
Classificação geral
  • Setor: Serviços financeiros
  • Porte da empresa: 201-500 funcionários
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 0.0 /10

Do all - do nothing

Avaliado em 13/01/2021

Do you want a tool that does 1000 tasks but all of those tasks are 10% of what you need? GET THIS...

Do you want a tool that does 1000 tasks but all of those tasks are 10% of what you need? GET THIS TOOL.
Do you want a tool that has a million different customizations, yet none are what you want and everything is wrongly done? Get it !

Sure it's """cheap""" but with all the time you loose, not worth it.

BTW, that 24/7 support, yeah, no, does not exist.

Vantagens

Well here's a tool that does everything, SD, incidents, KB, alerts, yes, it does a bit or everything.

Desvantagens

It's awfull at doing things good. The new projects are barely compatible with new solutions, incidents and request are not configured correctly and can hardly be put in the same ticketing catalog. No advanced roadmaps (premium feature) in next gen projects. Automations are bad, tickets custom fields are sometimes not uderstood by the automation.

Avaliador Verificado
Classificação geral
  • Setor: Música
  • Porte da empresa: 501-1.000 funcionários
  • Usado Diariamente durante 6 a 12 meses
  • Fonte da avaliação

Classificação geral

  • Praticidade
  • Probabilidade de recomendação 9.0 /10

A great option for on-site ICT service desk management

Avaliado em 23/07/2019

Overall we are very happy with Jira Service Desk; it has allowed us to provide a higher level of...

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.

Vantagens

I find the UI of Jira Service Desk very clean and modern compared to other service desks software on the market. Included with the service desk is a customisable user-facing portal for users to raise tickets in, which proved very popular with staff when raising tickets alongside traditional email tickets. Due to the way Jira splits service desks into different projects, we were able to create service desks for other departments in the organisation which helped improve productivity and workflow. There are some very useful and well-designed default reports included for ticket statistics (which can be used to keep management happy!). We found the default setup of Jira Service Desk fit our needs very well, but it is very easy to customise ticket workflows and other features to suit more complex needs.

Desvantagens

For a service desk technician using Jira Service Desk the back-end UI for managing tickets can be a little overwhelming, however this can be fixed by editing the default workflows for tickets to hide not required information and details. The administration settings are somewhat unintuitively set out for system administrators, but once you get to grips with the layout it becomes easy enough to find what you need from the settings page. We found the instructions on the Atlassian website for setting up an external redirect with a custom URL in IIS a little sparse on detail, but a quick trip to the Atlassian forums cleared up any queries we had with the process.

Chirag S.
Classificação geral
  • Setor: Seguros
  • Porte da empresa: 51-200 funcionários
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

Efficient service desk for companies small, medium or large

Avaliado em 14/02/2020

Prior to using Jira Service Desk, were using a combination of Excel and SharePoint with workflows....

Prior to using Jira Service Desk, were using a combination of Excel and SharePoint with workflows. We couldn't get great reports. It was hard to customize. Workflows broke without a reason because, you know, it's SharePoint. And the entire process of serving customers was dead slow. We brought in Jira Service Desk as a test bed. Within 2 hours, we were testing and customers were putting in tickets. While we used most of the default settings, the value we were generating was way beyond we ever had. Then, we set up SLAs and watch reports for a few days. We were able to see everything we wanted - who reported the issue, when, what was the priority, how many comment exchanges happened, how much time did we spend, did we meet SLAs, what was the solution, etc. Fast forward 2 years. We are now able to create strategies to service internal and external customers better based on the data from Jira. It has helped us go from making gut-feel decisioning to data-centric decisioning. Good data wins debates. Jira helped us with good data.

We are also utilizing Jira's excellent searching, dashboarding and API functionality to feed data to other systems and drive changes beyond just customers.

Vantagens

Jira Service Desk was very easy to get started with. You could literally sign up for it and begin using it within an hour. Ticketing system is very customizable and powerful. Customers can be added in bulk and customers can sign up for entering issues. We were able to create different projects (or service queues) so that customers could send requests for IT help, or administrative help, or help with projects. Each such project/queue had different fields. Metrics are all built into the software, so we can know how often Service Level Agreements were breached, who breached them etc. The sheer amount of customizability is a joy. However, without discipline and thoughtfulness, it is very easy to customize it the wrong way.

Desvantagens

We feel that the price point could be lower and the speed could be a little faster. Atlassian has made improvements with speed. If a company had 5 people manning different queues and the issue volume is low, the cost would be ~1500/year for those 5 users. So, it would may not be cost effective for a small company that is watching their costs closely. We also felt that a Wiki is not built in. So, if a common solution needs to documented that spans multiple tickets, there's no way to do so. We could buy Confluence from Atlassian for an additional cost.

Exibindo 5 avaliações de 262 Leia todas as avaliações

Perguntas frequentes sobre o Jira Service Management

Abaixo estão algumas perguntas frequentes sobre o Jira Service Management.

O Jira Service Management oferece os seguintes planos de pagamento:

  • A partir de: US$ 20,00/mês
  • Modelo de preços: Gratuito, Assinatura
  • Teste Grátis: Disponível

Não temos informações sobre os recursos do Jira Service Management.

Os clientes habituais do Jira Service Management são:

Pequenas empresas, Grandes empresas, Sem fins lucrativos, Empresas de médio porte

O Jira Service Management está nos seguintes idiomas:

Alemão, Checo, Chinês (simplificado), Chinês (tradicional), Coreano, Danês, Espanhol, Francês, Húngaro, Inglês, Italiano, Japonês, Norueguês, Polonês, Português, Russo, Sueco

O Jira Service Management é compatível com os seguintes dispositivos:

Android, iPhone, iPad

O Jira Service Management se integra com os seguintes aplicativos:

Amity, Anypoint Platform, BigPanda, Calamari, Cayzu, Help Desk Migration, Jira, Monitis, Workato, xMatters

O Jira Service Management oferece as seguintes opções de suporte:

FAQs, Fórum, Base de conhecimento, Suporte online, Tutoriais em vídeo

Categorias relacionadas

Veja todas as categorias de software encontradas para Jira Service Management.