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
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

Capturas de tela

Captura de tela do Jira Service Desk: Customer Portal
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
133

Muito bom
89

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
Peter W.

Powerful but confusing ticket manager

Once we got our heads around the rather clunky and busy UI we've realized just how useful JIRA is.
It's now the Universities ticket manager of choice and is used by every member of support staff.
No other ticket manager (that we've found) comes close to the features offered by JIRA.


Traduzir com Google
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
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.


Traduzir com Google
Avaliador Verificado

A great option for on-site ICT service desk management

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.


Traduzir com Google
Chris F.

Ok start, missing some key features

We have a ticket workflow for IT, so things are being tracked now.


Traduzir com Google
Peter W.
Setor: Educação superior
Porte da empresa: 501-1.000 funcionários
Traduzido para o Português

Powerful but confusing ticket manager

Usado Semanal durante Mais de dois anos
Avaliado em 28/06/2019
Fonte da avaliação: GetApp

Once we got our heads around the rather clunky and busy UI we've realized just how useful JIRA is.
It's now the Universities ticket manager of choice and is used by every member of support staff.
No other ticket manager (that we've found) comes close to the features offered by JIRA.

Vantagens

JIRA offers a huge amount of features, from simple support tickets to project workflow planning.
Our method of project management (agile) works brilliantly with this, we're able to assign work in 'Sprints' that match our real working week.
The ability to link JIRA with other 3rd party applications is excellent, we've integrated it with our content management system and QA / testing software.
The wide use of JIRA makes communicating with other organisations much easier, most support companies are at least registered here.

Desvantagens

The pricing is rather expensive, its not too much of a problem for a large institution such as ours, but for smaller businesses this may be too much.
The user-interface and general layouts really aren't intuitive, for a new user it takes a while to get their head around the various features and processes. It took a few weeks for even the more experienced developers to get used to it.

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação: 8.0/10

Chirag S.
Setor: Seguros
Porte da empresa: 51-200 funcionários
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

Angel S.
Setor: Companhias aéreas/Aviação
Porte da empresa: 1.001-5.000 funcionários
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: Música
Porte da empresa: 501-1.000 funcionários
Traduzido para o Português

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

Chris F.
Setor: Energias renováveis e meio ambiente
Porte da empresa: 13-50 funcionários
Traduzido para o Português

Ok start, missing some key features

Usado Diariamente durante 1 a 5 meses
Avaliado em 14/10/2019
Fonte da avaliação: Capterra

We have a ticket workflow for IT, so things are being tracked now.

Vantagens

Integration with other Atlassian products. Allowed us to start tracking IT issues and requests without having to bring on yet another tool.

Desvantagens

Would like to be able to more effectively roll out custom support portals for our users, but no native support for custom URLs makes this more difficult. It's too easy for customers to browse around and find portals for other customers.

Detalhamento da qualificação

Relação qualidade/preço
Praticidade

Probabilidade de recomendação: 5.0/10

Recomendação do usuário
8,4/10
Baseado em 252 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 252 usuários
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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
Questionários e feedback
Relatórios e estatística
Vários idiomas
Recursos
4,3/5
Baseado em 252 usuários
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Categorias

Vídeos e Tutoriais

Vídeos e Tutoriais

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:

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, 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