Jira Service Desk

Jira Service Desk

Simple service desk built on Jira

4.4/5 (226 avaliações)

Resumo do Jira Service Desk

Jira Service Desk is a service management software built for the future that connects and supports IT and businesses through fast, accountable resolution of customer requests.

Built on Atlassian’s Jira workflow engine, Jira Service Desk offers a collaborative, agile platform and knowledge base that’s low cost, easy to set up and scale, highly flexible, and features a powerfully-simple user experience.

- Jira Service Desk makes resolution of customer requests fast and accountable.
- All the tools users need out of the box to empower their team.
- Set up advanced SLA metrics and report on performance in real-time.
- Features a modern, powerfully-simple user experience.
- Help customers help themselves with a smart, self-service knowledge base.
- The intuitive customer portal requires zero training to use.
- Automation rules so users can streamline repetitive tasks and agents can get more done.
- Real-time reports give users and management complete visibility.

Jira Service Desk is built on the Jira workflow engine, a leader in Gartner's Magic Quadrant and used by more than 22,000 organizations worldwide. Jira Service Desk gives users a modern, flexible service desk experience for both customers and their service desk team. Delight customers, improve efficiency, and drive business performance. Jira Service Desk integrates directly with Jira Software – the issue management software trusted by over 50,000 customers worldwide.

Reshape what IT means for business at https://www.atlassian.com/software/jira/service-desk.

Preços

A partir de
US$ 10,00/mês
Opções de preços
Avaliação gratuita
Assinatura
Relação qualidade/preço

Dispositivos

Porte da empresa

P
M
G

Mercados

Ásia, Austrália, Brasil, Canadá, China e outros 5, Europa, Alemanha, Índia, Japão, América Latina

Idiomas

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

Jira Service Desk - Avaliações

Classificação geral
4.4/5
88% avaliações positivas
117
Excelente
82
Muito bom
22
Média
2
Ruim
3
Péssimo
Avaliador Verificado
Traduzir com Google

A great option for on-site ICT service desk management

Usado Diariamente durante 6 a 12 meses
Avaliado em 23/07/2019
Fonte da avaliação: Capterra

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.

Detalhamento da qualificação

Praticidade

Probabilidade de recomendação

9.0/10
Jack P.
Traduzir com Google

JSD has a lot to offer, but requires a lot to learn

Usado Diariamente durante 6 a 12 meses
Avaliado em 21/08/2018
Fonte da avaliação: Capterra

JSD offers a lot for any company needing to maintain a service desk to manage the support requests it handles from its clients/customers. Because it is a Jira (Atalassian) product, it is most likely utilized along with other Jira tools, and plays quite well with those. Due to this integration aspect, thought, the layers of security necessitated within user settings requires a considerable amount of learning/training, which is not easily attained without paying for it from Atalassian. And, while I understand, respect (and even applaud) the market-oriented principle of this, it does seem a bit intentional that there are no reliable helps available outside of Atlassian (for example, any tutorials you will find on YouTube for assisting with certain user configs, settings, steps, etc. are applicable to much older versions of the software, and to a great extent, are not applicable to the current version). This would not be a negative aspect if Jira did a much better job at keeping their own internal (free) help docs, etc. up to date, so as to apply to the current version, as well. Instead, if one wants highly dependable "helps" it appears the best way to achieve that is to pay Atlassian for their training courses (at prices that are obviously calibrated toward larger companies/corporations. And blindly undertaking such would seem risky if judged by the extent to which their free user tools are kept up to date. This is not, to my knowledge, the common experience with most apps.

Vantagens

- Lots of tools in one place
- Integrates well with other apps (especially other Atlassian products)
- UI is clean and user friendly (customizable to a sensible extent)
- Contains useful metrics that are easy to configure and gain reports from
- Has multiple layers of user settings available for custom configuration to correlate to preferred levels of access among agents, customers, etc.

Desvantagens

- Email bounce in frequently fails (bugs?)
- Depth of Jira admin user knowledge required for strong mastery of this app; time consuming to acquire a reliable user knowledge (which is necessary to utilize the app with the least bit of efficiency)
- Help docs, support mechanism unreliable/outdated (needs to be fresh and current to be applicable to present version of app)
- Confusing settings requirements for some user modifications needs (esp. where mapping/editing workflow schemes are concerned)
- Completely inadequate amount of general helps/tutorials available outside of Atlassian (YouTube, Google search, etc. for example) which seems a bit suppressed by design. Atlassian offers extensive training, but at a premium cost.
- Costly for the overall effectiveness it provides, after factoring these negatives along with the user time required to really learn the application.

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação

6.0/10
Justin alex P.
Traduzir com Google

Highly customizable and integrates well with the Atlassian ecosystem

Usado Diariamente durante Mais de dois anos
Avaliado em 23/08/2017
Fonte da avaliação: Capterra

Customization, integrations, workflows, SLAs

Vantagens

Newbies to JIRA Service Desk can get a service desk project up and running in less than 30 minutes. If your organization is already using JIRA for issue tracking, then having a help desk with Service Desk is a no brainer. It allows you to integrate software teams and IT teams better within the same ecosystem.

The benefit of JIRA Service Desk, when compared with other help desk tools, is the customizability of your workflow. You can set up a workflow to be simple (with Open > In Progress > Closed statuses) or complex (with other statuses like On Hold or Waiting for Customer).

SLAs are highly configurable, with the power of JIRA's JQL functionality. So one can conjure up a query to fit their SLA needs. With the addition of custom fields, a Service Desk administrator can create fields to capture important information to streamline the help desk process.

Having Confluence also provides more benefits in which you can integrate an existing knowledge base space to a help desk project and self-serve your customers.

Finally, being in the Atlassian ecosystem enables you to add additional functionality and enhancements with the use of Apps. There are close to 1500 apps available for JIRA, and many are constantly updated by the app developers.

Desvantagens

Administering JIRA Service Desk (and JIRA in general) can be daunting for a new user. With a number of customizations that one can do in a JIRA application, there will come a time where there can be a performance impact on the environment if the application is not governed well.

The Customer Portal (customer facing interface) is spartan in terms of customization. You can only customize so much, but it is limited in terms of branding it to suit your company's design specs.

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação

10.0/10
Avaliador Verificado
Traduzir com Google

Unlike others, doesn't need complex configuration

Usado Diariamente durante Mais de dois anos
Avaliado em 29/07/2018
Fonte da avaliação: Capterra

With the help of Service Desk we get feedback from users about the bugs they find in the product. As the result, we fix them really fast. By adding fields that users need to add while submitting bug, we decrease time that is needed to reproduce bug or clarify the issue. Also, we can communicate with user directly if needed.
At the same time user can always get back and see status of ticket they submitted.
Also, it says a lot when you see Atlassian using its own product and using it really well.

Vantagens

When you use this application as an addition to JIRA, it is a great tandem. I adviced my company to use Service Desk when we were discussing how to receive bugs and ad-hoc requests. We are using this application fro several years and we do not think about changing it.

Desvantagens

The only bad point that I can mention about Service Desk is its price. A lot of clients I worked with complained about it. They manage really carefully the number of users that are Agents (users you actually pay for), and get really upset if they were not carefull enough and their bill was higher then they expected.

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação

10.0/10
Erik B.
Traduzir com Google

Dig Deep Before Buying

Usado Diariamente durante 6 a 12 meses
Avaliado em 23/10/2018
Fonte da avaliação: Capterra

It has solved some of our immediate business needs out-of-the-box or with moderate configuration effort. But as a full solution it is missing a handful of simple, but crucial, features. It definitely "feels" like a second version. It needs a third.

Vantagens

JSD is relatively intuitive and easy to learn without needing tons of documentation. Initial pricing is attractive. A decent plugin community fills some gaps, but be expected to pay on top of the initial JSD pricing.

Desvantagens

Many "obvious" features are either missing or do not work as expected.

For example: in many cases, once an internal user is added to an issue, they no longer receive notification about internal comments. This is completely unintuitive, unexpected, and has caused many people frustration: https://jira.atlassian.com/browse/JSDSERVER-3410

Another example: Email traffic about an issue is *always* public. Do not allow your staff to reply to JSD's emails as customers will also get emailed a copy! https://jira.atlassian.com/browse/JSDCLOUD-3499

The worst part is, despite there being a few years' of discussion, and new comments added monthly by newly-affected JSD customers, Atlassian has no comments on the issues.

In some cases a plugin (more $) can help, but in some cases even the plugin manufacturers can't help as JSD doesn't expose enough info in their plugin API.

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação

5.0/10

Preço do Jira Service Desk

A partir de
US$ 10,00/mês
Opções de preços
Avaliação gratuita
Assinatura
Relação qualidade/preço

7 days free trial
Up to 3 agents for $10/agent/month
4-15 agents for $20/agent/month
16+ agents at discounted price
View more pricing info here: http://ow.ly/aUXL30d80Ca

Recursos do Jira Service Desk

  • API
  • Base de conhecimento
  • Gestão de tíquetes
  • Gestão do fluxo de trabalho
  • Imagem de marca personalizável
  • Integração de CRM
  • Integração de e-mail
  • Integração de redes sociais
  • Integração de terceiros
  • Monitoramento
  • Notificações automáticas
  • Priorizar
  • Questionários e feedback
  • Relatórios e estatística

  • Bate-papo
  • Comunicação multicanal
  • Histórico de contatos
  • Mensagens instantâneas
  • Monitoramento em tempo real
  • Painel de atividades

Mais informações sobre Jira Service Desk

Principais recursos do Jira Service Desk

  • 1000's of Add-ons
  • Advanced SLA
  • Advanced security and administration
  • Automated Triage
  • Built on the Jira Software platform
  • Customizable Queues
  • Customizable email notifications
  • Easily import data from other systems
  • Integration with flexible REST APIs
  • Intuitive Interface
  • Jira Software integration
  • Mobile app (Android and iOS - Jira Cloud App)
  • OnDemand or Hosted
  • Powerful search and filtering
  • Powerful search capabilities
  • SLA Visability
  • Self Service
  • Service desk processes out of the box
  • Unlimited custom fields

Vantagens

Jira Service Desk lets users reshape what IT means to the business:

  • Give end users a tailored, engaging experience with the service desk.
  • Build the process that fits the user's team on top of Jira Software's world-class workflow engine.
  • Easily monitor and track the success of teams.
  • Connect with the environment, integrate with anything, deploy anywhere.
  • Unify the vision and execution of support and development teams.
  • Proven solution used by thousands of customers.

  • 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

    Avaliação gratuita: Disponível

    7 days free trial
    Up to 3 agents for $10/agent/month
    4-15 agents for $20/agent/month
    16+ agents at discounted price
    View more pricing info here: http://ow.ly/aUXL30d80Ca

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

    O Jira Service Desk oferece os seguintes recursos:

    • 1000's of Add-ons
    • Advanced SLA
    • Advanced security and administration
    • Automated Triage
    • Built on the Jira Software platform
    • Customizable Queues
    • Customizable email notifications
    • Easily import data from other systems
    • Integration with flexible REST APIs
    • Intuitive Interface
    • Jira Software integration
    • Mobile app (Android and iOS - Jira Cloud App)
    • OnDemand or Hosted
    • Powerful search and filtering
    • Powerful search capabilities
    • SLA Visability
    • Self Service
    • Service desk processes out of the box
    • Unlimited custom fields

    P: Quem costuma usar o Jira Service Desk?

    Os clientes habituais do Jira Service Desk são:

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

    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, JIRA Software, Monitis, WorkOtter, 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