Resumo do Jira Service Desk

O que é o Jira Service Desk?

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 Desk

Preços

A partir de
US$ 10,00/mês

Opções de preços

Teste Grátis
Assinatura
Relação qualidade/preço

Recursos do Jira Service Desk

Dispositivos
Porte da empresa
P M G
Mercados
Estados Unidos, Canadá, Reino Unido, Austrália, China e outros 4, Índia, Japão, Alemanha, Brasil
Idiomas
Chinês (simplificado), Chinês (tradicional), Checo, Danês, Inglês e outros 12, Francês, Alemão, Húngaro, Italiano, Japonês, Coreano, Norueguês, Polonês, Português, Russo, Espanhol, Sueco

Mídias

Customer Portal
Jira Service Desk & Jira Software integration - Issue linking
Agent queues and mobile app
Automation Rules
Issue Types
Request Form
SLA's
Advanced SLA Settings
Advanced Reporting with Custom Date Ranges
Jira Service Desk - Vídeo Jira Service Desk - Vídeo Captura de tela do Jira Service Desk: Customer Portal Captura de tela do Jira Service Desk: Jira Service Desk & Jira Software integration - Issue linking Captura de tela do Jira Service Desk: Agent queues and mobile app Captura de tela do Jira Service Desk: Automation Rules Captura de tela do Jira Service Desk: Issue Types Captura de tela do Jira Service Desk: Request Form Captura de tela do Jira Service Desk: SLA's Captura de tela do Jira Service Desk: Advanced SLA Settings Captura de tela do Jira Service Desk: Advanced Reporting with Custom Date Ranges

Jira Service Desk - Avaliações

Jira Service Desk - Avaliações

Classificação geral
4,4
/
5
Excelente
134

Muito bom
90

Regular
22

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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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
Avaliador Verificado

Amazing tool for sorting your company problems

Software problems reporting for clients, in-house sorted problem manager


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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

Makes my job much easier and more organized

Great solution that helps organize work and keeps important case related items out of email.


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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

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

Avaliador Verificado
Setor: Software
Porte da empresa: 201-500 funcionários
Traduzido para o Português
Traduzido para o Português

Amazing tool for sorting your company problems

Usado Diariamente durante Mais de dois anos
Avaliado em 09/09/2020
Fonte da avaliação: Capterra

Software problems reporting for clients, in-house sorted problem manager

Vantagens

I like that it is so customizable - you can create different directories, workflows how to solve a task, say how important tasks are.

Desvantagens

When there are many teams and the service desk ticket count is high then the resource needed to load the page jumps up - but its just few more seconds.

Detalhamento da qualificação

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: Administração pública
Porte da empresa: 501-1.000 funcionários
Traduzido para o Português
Traduzido para o Português

Makes my job much easier and more organized

Usado Diariamente durante 6 a 12 meses
Avaliado em 24/09/2020
Fonte da avaliação: Capterra

Great solution that helps organize work and keeps important case related items out of email.

Vantagens

Offers a wide variety of customization options making it easy to tailor to multiple business needs. Dashboard shows you what cases you have open and the stages the cases are in. The ability to set up workflows is huge and makes life much easier.

Desvantagens

Can be somewhat difficult to set up the first couple times but most of that is inexperience and not the fault of the software.

Detalhamento da qualificação

Praticidade

Probabilidade de recomendação: 10.0/10

Recomendação do usuário
8,4/10
Baseado em 254 usuários
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Preço do Jira Service Desk

Preço do Jira Service Desk

A partir de
US$ 10,00/mês
Teste Grátis
Assinatura
Relação qualidade/preço
Relação qualidade/preço
4,2/5
Baseado em 254 usuários
Compare as alternativas por relação qualidade/preço
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Recursos do Jira Service Desk

Recursos do Jira Service Desk

API
Alertas/transferência
Bate-papo
Comunicação multicanal
Gerenciamento de tickets de suporte
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
Recursos
4,3/5
Baseado em 254 usuários
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Categorias

Perguntas frequentes sobre o Jira Service Desk

Perguntas frequentes sobre o Jira Service Desk

Abaixo estão algumas perguntas frequentes sobre o Jira Service Desk.

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

O Jira Service Desk oferece os seguintes planos de pagamento:

A partir de: US$ 10,00/mês

Modelo de preços: Assinatura

Teste Grátis: Disponível

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

Não temos informações sobre os recursos do Jira Service Desk.

P: Quem costuma usar o Jira Service Desk?

Os clientes habituais do Jira Service Desk são:

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

P: Em que idioma o Jira Service Desk está?

O Jira Service Desk está nos seguintes idiomas:

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

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

O Jira Service Desk tem os seguintes planos de preços:

Assinatura

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

O Jira Service Desk é compatível com os seguintes dispositivos:

Android, iPhone, iPad

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

O Jira Service Desk 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 Desk oferece?

O Jira Service Desk oferece as seguintes opções de suporte:

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