What is Jira Service Management?

Jira Service Management, previously known as Jira Service Desk, equips Dev/Ops teams to operate at a rapid pace, enabling them to swiftly adapt to business shifts while delivering exceptional service experiences for both customers and employees. Customize Jira Service Management to meet your unique requirements, allowing every team member—from IT to legal and HR—to establish a service desk in no time and scale it as necessary. Experience the benefits of providing outstanding service rapidly, free from the complexities and expenses often associated with traditional ITSM solutions. This open and collaborative platform facilitates work tracking across the entire organization. You can seamlessly connect issues in Jira and integrate data from various software development tools, enriching your IT support and operations teams with valuable contextual insights for immediate incident response, request management, and change implementation. Additionally, you can mitigate risks and enhance customer outcomes, expediting essential development tasks, reducing reliance on manual processes, and implementing changes swiftly while maintaining a comprehensive audit trail for each modification. By leveraging these capabilities, organizations can foster a more agile and efficient environment that ultimately leads to better service delivery.

Pricing

Price Starts At:
$20 per user per month
Free Version:
Free Version available.
Free Trial Offered?:
Yes

Integrations

Offers API?:
Yes, Jira Service Management provides an API
All Jira Service Management Integrations
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Screenshots and Video

Play Video JiraServiceDesk-BuiltforDevOps JiraServiceDesk-ProjectSettings JiraServiceDesk-WorKload

Company Facts

Company Name:
Atlassian
Date Founded:
2002
Company Location:
Australia
Company Website:
www.atlassian.com
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Product Details

Deployment
SaaS
Windows
Mac
Training Options
Documentation Hub
Online Training
Webinars
Support
Standard Support
24 Hour Support
Web-Based Support

Product Details

Target Company Sizes
Individual
1-10
11-50
51-200
201-500
501-1000
1001-5000
5001-10000
10001+
Target Organization Types
Mid Size Business
Small Business
Enterprise
Freelance
Nonprofit
Government
Startup
Supported Languages
English

Jira Service Management Categories and Features

Service Request Management Software

Issue Tracking Software

Assignment Management
Dashboard
Escalation Management
Issue Auditing
Issue Scheduling
Knowledge Base
Project Management
Recurring Issues
Scheduling
Task Management

ITSM Software

Asset Tracking
Availability Management
Change Management
Configuration Management
Contract/License Management
Dashboard
Incident Management
Problem Management
Project Management
Release & Deployment Management
Self Service Portal

IT Service Software

Contract Management
IT Asset Management
Incident Management
Knowledge Management
Release Management
Self Service Portal
Service Catalog
Service Reporting
Ticket Management

IT Management Software

Capacity Monitoring
Compliance Management
Event Logs
Hardware Inventory
IT Budgeting
License Management
Patch Management
Remote Access
Scheduling
Software Inventory
User Activity Monitoring

IT Asset Management Software

Asset Tracking
Audit Management
Compliance Management
Configuration Management
Contract/License Management
Cost Tracking
Depreciation Management
IT Service Management
Inventory Management
Maintenance Management
Procurement Management
Requisition Management
Supplier Management

IT Alerting Software

Alert Noise Reduction
Alert Routing
Dynamic Notifications
Enriched Incident Context
Escalation Policies
Incident History Audit
Multi-User Alerting
Multiple Alert Types
On-Call Management
Rich HTML Email Notifications

Help Desk Software

Alerts / Escalation
Automated Routing
Community Forums
Customizable Branding
Document Storage
Email Integration
IT Asset Management
Incident Management
Interaction Tracking
Knowledge Base
Known Issue Management
Live Chat
Multi-Channel Communication
Multiple Brands / Products
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management

More Jira Service Management Categories

Jira Service Management Customer Reviews

Write a Review
  • Reviewer Name: A Verified Reviewer
    Position: Recruiting Coordinator
    Has used product for: 2+ Years
    Uses the product: Daily
    Org Size (# of Employees): 500 - 999
    Feature Set
    Layout
    Ease Of Use
    Cost
    Customer Service
    Would you Recommend to Others?
    1 2 3 4 5 6 7 8 9 10

    Using this for multiple reasons at a tech company

    Date: Mar 04 2022
    Summary

    Would have to give this a 10/10 for our IT dept. It is so easy for them to use this and get things done effectively and quickly.

    Positive

    I like the malleability of the service. We use this software for both operations management and for Ticket Tracing. It's nice that we can just have everything in one place. One of the best ticket tracking services that we have come across. Love the delegating of each ticket to a team member.

    Negative

    Not a whole lot to say on the cons side. It's rare that a ticket isn't resolved or is lost.

    Read More...
  • Reviewer Name: Sachin D.
    Position: Sales and Marketing Manager
    Has used product for: 6-12 Months
    Uses the product: Daily
    Org Size (# of Employees): 100 - 499
    Feature Set
    Layout
    Ease Of Use
    Cost
    Customer Service
    Would you Recommend to Others?
    1 2 3 4 5 6 7 8 9 10

    I Loved Jira, gives a powerful platform for client support

    Date: Nov 08 2022
    Summary

    I really liked how Jira Service Management enables us to give prompt support to our clients. The platform is incredibly easy to use. Overall, I suggest the Jira Service Management tool if you want a fully transparent centralized help desk that works reliably.

    Positive

    There are many features I loved but the topmost is the ability to prioritize support tickets. Based on the problem it gives you the freedom to mark the priority to urgently resolve. The dashboard is incredibly intuitive. It allows you to add support links according to departments.

    Negative

    I'm happy with the Jira Service management tool. No cons.

    Read More...
  • Reviewer Name: David G.
    Position: Operational Security
    Has used product for: 2+ Years
    Uses the product: Daily
    Org Size (# of Employees): 100 - 499
    Feature Set
    Layout
    Ease Of Use
    Would you Recommend to Others?
    1 2 3 4 5 6 7 8 9 10

    Jira service management is the helpdesk tools integrated in Atlassian

    Date: Jul 09 2021
    Summary

    The product is a really nice product, we use many different ticketing systems. And this one is certainly a good fit. That said, Jira isn't for project management. It's a powerful ticketing system no more.

    Positive

    As many ticketing system, Jira offer you to customize the "tickets" and you can easily integrate customer communication and developer task. Even if both don't follow the same process it's easy to link and follow them together.

    Negative

    The configuration of many workflows can be a headache. If you are looking to grow a lot with it. I recommend calling an external Jira Expert to help you to set it up.

    Read More...
  • Reviewer Name: A Verified Reviewer
    Position: Dev ops engineer
    Has used product for: 2+ Years
    Uses the product: Daily
    Org Size (# of Employees): 1,000 - 4,999
    Feature Set
    Layout
    Ease Of Use
    Cost
    Customer Service
    Would you Recommend to Others?
    1 2 3 4 5 6 7 8 9 10

    Easiest service management tool

    Date: Jun 21 2021
    Summary

    Great investment if company is larger than 1000 employees, fewer than that wont have that good of an impact in the company.

    Positive

    Lots of integrations out there.
    Easy to implement
    On prem implementation is the easiest since there is a lot of walkthrough with support.

    Negative

    Expensive tool, one of the most expensive tools out there.

    Read More...
  • Reviewer Name: Sierra Z.
    Position: Office Technology Manager
    Has used product for: 6-12 Months
    Uses the product: Daily
    Org Size (# of Employees): 100 - 499
    Feature Set
    Layout
    Ease Of Use
    Cost
    Customer Service
    Would you Recommend to Others?
    1 2 3 4 5 6 7 8 9 10

    Nice ticketing software / make the admin set up easier

    Date: Dec 24 2021
    Summary

    User experience is good and the collaboration/delegation is fabulous. However as not only a user but an admin I find the admin functionality very complex for no good reason. I shouldn't need a bunch of training to make simple changes to the workflow for example.

    Positive

    1. Can create separate projects with separate workflows
    2. Auto assign tickets as they come in
    3. Tickets can be submitted without having a license
    4. Lots of integrations
    5. Mobile app

    Negative

    1. Admin / making changes to projects or settings is really confusing

    It's not intuitive at all as an admin on how/where to change certain important settings

    Read More...
  • Reviewer Name: Jeremy Z.
    Position: Human Resources Leader
    Has used product for: 1-2 Years
    Uses the product: Weekly
    Org Size (# of Employees): 5,000 - 9,999
    Feature Set
    Layout
    Ease Of Use
    Cost
    Customer Service
    Would you Recommend to Others?
    1 2 3 4 5 6 7 8 9 10

    Jira Service Management is an intuitive way to work with assistance

    Date: Mar 22 2021
    Summary

    To work in a support area whose objective is the use and recycling of custom fields, Jira Service Management meets our work needs. It is fabulous to be able to switch between requests without losing the general work pattern that is being used at the moment, and that when changing the names of each field there are no identification errors by the agents.

    Positive

    The excellence of Jira Service Management lies in its facilities to allow us to adapt to the lexical level of the clientele thanks to correction tools, which are only a small part of all the tools available for editing requests and messages. The latter are highly customizable, allowing us to separate them and identify them with icons.

    Negative

    Some technical support tickets must have specific configurations depending on whether or not the requests sent to us match the artificial intelligence of our agents. In these cases an incredible amount of time is wasted by not being able to configure them using some basis within the system.

    Read More...
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