Resumo do Jira Service Management

O que é 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.

Resumo do Jira Service Management

Preços

A partir de
US$ 20,00/mês

Opções de preços

Teste Grátis
Gratuito
Assinatura
Relação qualidade/preço

Recursos do Jira Service Management

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

Mídias

Self-Service Portal
Request Management
Change Management
Incident Management
ITSM On the Go
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

Jira Service Management - Avaliações

Jira Service Management - Avaliações

Classificação geral
4,4
/
5
Excelente
137

Muito bom
92

Regular
23

Ruim
5

Péssimo
3

Relação qualidade/preço
4,2
Recursos
4,3
Praticidade
4,2
Suporte ao cliente
4,3
88% dos usuários recomendam este app
Josemaria G.

From the Trusted Atlassian

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.


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Avaliador Verificado

Powerful and Capable, but easy to over complicate things

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


Traduzir com Google
Angel S.

Cannot Manage Our Own Users

JIRA customer support has been extremely unhelpful. Several tickets and requests have been issued (from several customers) in their customer portal with no response or solutions offered.


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Avaliador Verificado

Great Service Desk for Human Resources

Jira has transformed our 12-person HR department. We can now easily track incoming requests, are not reliant on email for communication, can create canned responses for consistency and efficiency, and we have the ability to operate 100% paperlessly.


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Chirag S.

Efficient service desk for companies small, medium or large

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.


Traduzir com Google
Josemaria G.
Setor: E-Learning
Porte da empresa: 51-200 funcionários
Traduzido para o Português
Traduzido para o Português

From the Trusted Atlassian

Usado Diariamente durante 1 a 5 meses
Avaliado em 08/04/2019
Fonte da avaliação: Capterra

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.

Detalhamento da qualificação

Praticidade

Probabilidade de recomendação: 9.0/10

Avaliador Verificado
Setor: Entretenimento
Porte da empresa: 501-1.000 funcionários
Traduzido para o Português
Traduzido para o Português

Powerful and Capable, but easy to over complicate things

Usado Diariamente durante Mais de dois anos
Avaliado em 07/11/2020
Fonte da avaliação: Capterra

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.

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação: 10.0/10

Angel S.
Setor: Companhias aéreas/Aviação
Porte da empresa: 1.001-5.000 funcionários
Traduzido para o Português
Traduzido para o Português

Cannot Manage Our Own Users

Usado Diariamente durante Mais de um ano
Avaliado em 17/05/2019
Fonte da avaliação: SoftwareAdvice

JIRA customer support has been extremely unhelpful. Several tickets and requests have been issued (from several customers) in their customer portal with no response or solutions offered.

Vantagens

I loved this software when we first implemented. We were able to mass upload our users, use custom user IDs, set their passwords, and link their email address through a simple file upload. We were also able to change their email addresses, and edit their names as needed.

Desvantagens

Over time, JIRA has made changes to the service that have led us to terminate our service. We are no longer able to edit anything but our users full name. We cannot change their email addresses to meet business needs, nor can we assign them a user ID - instead having to incorporate their ID into their name in order for us to find them in the system the service desk was designed for.

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação: 0.0/10

Avaliador Verificado
Setor: Bancos
Porte da empresa: 501-1.000 funcionários
Traduzido para o Português
Traduzido para o Português

Great Service Desk for Human Resources

Usado Diariamente durante Mais de um ano
Avaliado em 09/10/2020
Fonte da avaliação: Capterra

Jira has transformed our 12-person HR department. We can now easily track incoming requests, are not reliant on email for communication, can create canned responses for consistency and efficiency, and we have the ability to operate 100% paperlessly.

Vantagens

Jira is extremely customizable, scalable, and easy to implement when compared with other SD platforms. Out of the box, it can be used as a tool to track incoming requests, however, paired with the thousands of compatible plugins, it is unparalleled. Jira SD has allowed our HR team to take our daily operations to the next level, transitioning antiquated, clunky paper processes into a 100% paperless experience.

Desvantagens

My only complaint is when custom fields are added, you have to update every field configuration you have, individually. This is extremely time-consuming when adding multiple custom fields in an effort to create "forms" within Jira.

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação: 10.0/10

Chirag S.
Setor: Seguros
Porte da empresa: 51-200 funcionários
Traduzido para o Português
Traduzido para o Português

Efficient service desk for companies small, medium or large

Usado Diariamente durante Mais de um ano
Avaliado em 14/02/2020
Fonte da avaliação: Capterra

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.

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação: 10.0/10

Recomendação do usuário
8,4/10
Baseado em 260 usuários
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Preço do Jira Service Management

Preço do Jira Service Management

A partir de
US$ 20,00/mês
Teste Grátis
Gratuito
Assinatura
Relação qualidade/preço
Relação qualidade/preço
4,2/5
Baseado em 260 usuários
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Recursos do Jira Service Management

Recursos do Jira Service Management

API
Alertas/transferência
Bate-papo
Comunicação multicanal
Gestão da base de conhecimento
Gestão do fluxo de trabalho
Imagem de marca personalizável
Integração de CRM
Integração de e-mail
Integração de redes sociais
Integração de terceiros
Mensagens instantâneas
Monitoramento
Monitoramento em tempo real
Notificações automáticas
Painel de atividades
Portal de autoatendimento
Questionários e feedback
Relatórios e estatística
Support Ticket Management
Recursos
4,3/5
Baseado em 260 usuários
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Categorias

Perguntas frequentes sobre o Jira Service Management

Perguntas frequentes sobre o Jira Service Management

Abaixo estão algumas perguntas frequentes sobre o Jira Service Management.

P: Que tipo de planos o Jira Service Management oferece?

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

P: Quais são os principais recursos do Jira Service Management?

Não temos informações sobre os recursos do Jira Service Management.

P: Quem costuma usar o Jira Service Management?

Os clientes habituais do Jira Service Management são:

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

P: Em que idioma o Jira Service Management está?

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

P: Que tipo de planos o Jira Service Management oferece?

O Jira Service Management tem os seguintes planos de preços:

Gratuito, Assinatura

P: O Jira Service Management é compatível com disponíveis móveis?

O Jira Service Management é compatível com os seguintes dispositivos:

Android, iPhone, iPad

P: O Jira Service Management se integra com quais outros aplicativos?

O Jira Service Management se integra com os seguintes aplicativos:

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

P: Que nível de suporte o Jira Service Management oferece?

O Jira Service Management oferece as seguintes opções de suporte:

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