JIRA Software vs Jira Service Desk Comparison Chart

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Reviews

Erwin Ferguson

Excellent Software for Running a Business.

2018-09-13

An Excellent software.

Pros

Jira is an excellent software for keeping track of everything from client information to finding and repairing bugs when programing.

Cons

Jira Service Desk is a little more complecated to setup.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
JIRA Software Reviews
JIRA Software
Project & Issue Tracking Software - See why we're #1!
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Anonymous
(Computer Software company, 11-50 employees)

Review

2019-04-07

I'm not a fan of their most recent updates. They have hidden some options I use on a daily basis. It would be nice to custom select which options I see.

Pros

I like getting notifications about changes made to each ticket.

Cons

Jira Service Desk could use some work.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
JIRA Software Reviews
JIRA Software
Project & Issue Tracking Software - See why we're #1!
Read more
Justin J. Wild

JIRA has been fantastic for managing our service desk

2018-10-18

I highly recommend JIRA Service Desk and Knowledge Base.

Pros

JIRA makes it so easy to set up request types so users can submit tickets and then makes it really easy on the service desk side to keep track of tickets, assignments, updates, and statuses. There is a lot of customization that can be done to route things to the right people or queues and to collect the appropriate information. The knowledge base functionality is great for surfacing articles that help resolve issues and can even be used to surface a solution to the user before they even submit their ticket. Tickets can be reviewed regularly to determine workload and opportunities for improvement.

Cons

Reporting out of the system is difficult. Only 1,000 tickets can be exported to Excel at one time and it's a shame Excel has to be used at all because the reporting functionality is not robust enough. We often have to tweak permissions and configurations so the right people are able to access tickets and the configuration in that respect can be quite confusing.

Rating breakdown

Value for money
Ease of use
Features

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
JIRA Software Reviews
JIRA Software
Project & Issue Tracking Software - See why we're #1!
Read more
Bonnie Noble

Great product, enables strong collaboration

2017-06-14

Pros

Quick linkage of similar issues, great separation of projects making it easy to assign people to teams/permission work, easy integration with Jira Service Desk and Confluence for Knowledge Base creation

Cons

The written documentation is well done and the product demos are strong. Difficult to engage in human conversation to work through issues. Preference seems to be only for emails

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Software Advice
Helpful?   Yes   No
JIRA Software Reviews
JIRA Software
Project & Issue Tracking Software - See why we're #1!
Read more
Anonymous
(Consumer Goods company, 1001-5000 employees)

Jira, and Jira Service Desk in particular has been amazing and works very easily.

2018-02-06

The main benefit was that other IT teams were already using Jira so when we switched to use Jira Service Desk it made it much easier to work with others.

Pros

I like the out of the box ease of use, and I REALLY like being able to link to other tickets that our other IT departments use.

Cons

Customizing it in anyway can be a pain but since it works so well out of box, this isn't too big of a con. There is a slight learning curve to learning how to use it and where everything is as far as settings go.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
JIRA Software Reviews
JIRA Software
Project & Issue Tracking Software - See why we're #1!
Read more
Michael Brooks, PMP, MIS

Love Jira; Use it everyday

2018-01-23

Saves time, keeps us organized.

Pros

We use Jira Service Desk Cloud and Confluence.

Cons

Sometimes configuring the workflows and settings for new projects can be difficult. It has gotten easier as the tool has become more popular.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
JIRA Software Reviews
JIRA Software
Project & Issue Tracking Software - See why we're #1!
Read more
Anonymous
(Computer Software company, 51-200 employees)

It's great but it's comlicated.

2018-08-02

We've use the "On Prem" version for years. It became outdated, so we upgraded to the cloud based version, which also ties into Service Desk and Confluence.

Pros

Awesome once it's implemented. Easy transition of cases from Service Desk to Jira. Integrations with other PM systems, ideal for our company. Customization capabilities are great.

Cons

When you have Jira, Service Desk and Confluence, navigation and user management is a night mare.

Rating breakdown

Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
JIRA Software Reviews
JIRA Software
Project & Issue Tracking Software - See why we're #1!
Read more
Sebastian Pereira

Verified Reviewer

Once you get their licensing model, you see the value

2015-09-22

We had several tool for manage projects over the years, and took time to learn that Jira would cover most of our needs for project communication, time tracking, issue tracking, among other things. This is a powerful product that will allow you to scale, and is very flexible. There are a number of add-ons and other applications (such as Bamboo, Jira Agile, Service Desk that you can buy and extend your service, of course depending on your needs. We use Jira for Agile and Confluence to manage our Agile projects, the integration between those 2 components is great and besides the company apps you can go to the app market to find new ones. I must say that the product exceeded our expectations, their customer support is a bit weak, or at least my experience wasn't that good. But overall, it worth the money.

Pros

It can be an issue tracker, a classic project management and an agile tool among other things. Also, the licensing model is per use and bands, you start with 10 users at 10 USD/month, and if you pass the 10 users will automatically switch to the 15 users at 50 USD and so on, but if you use less than 10 again it charges you 10 USD/month again. Their customization of issues workflows is great. For Kanban there is a catch: you can add all the columns you want, but you need to configure those in the issue worflow if you want to use them :)

Cons

The configuration of the whole system takes some time to do it. Of course if you want to implement the different processes, such as your development process, the issues statuses, etc. Their customer support is a bit weak, like mostly every huge company.

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 1-2 years

Source: GetApp
4 of 4 people found this review helpful
Helpful?   Yes   No
JIRA Software Reviews
JIRA Software
Project & Issue Tracking Software - See why we're #1!
Read more
Thomas Rohlik

Service Desk is great product if you already have Jira software and you need handle SLA

2018-03-30

With Service Desk we can work with SLA.

Pros

Great integration with Jira software. You can test Service Desk with trial licence.

Cons

Pretty crazy pricing.You can't post internal comment for your DevOps team and public comment to customer at the same time - you must do one by one.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No
Jira Service Desk Reviews
Jira Service Desk
Simple service desk built on Jira
Read more
Cooper Hansen

A Great App With Some Annoying Flaws

2017-08-11

It's an excellent choice if your company is already using Jira Software or Jira Business because the use workflow and editing workflow are very familiar and are one in the same for many things (e.g.

Pros

- Adds helpful features that Jira Software doesn't support - Clean customer portal that allows for easy(ish) ticket creation - Integrates with Confluence to provide helpful articles to customers - Customizable time tracking SLAs with support for custom calenders and start/pause/stop automation

Cons

- The editing workflow is confusing and spread out - Lacks some common features that Jira Software had included for years (e.g removing email signatures from email-submitted tickets and comments) - Requires expensive add on to group multiple projects into one queue

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Software Advice
Helpful?   Yes   No
Jira Service Desk Reviews
Jira Service Desk
Simple service desk built on Jira
Read more
Sergey Rebrushkin

Good software but improvement is required

2019-01-21

Pros

Synchronized with Jira Software that allows to save time and quickly created a asks for developers.

Cons

Jira Service Desk don't have synchronized with Telephony. Reports cannot be uploaded in tabular form to Word and Excel

Rating breakdown

Value for money
Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Jira Service Desk Reviews
Jira Service Desk
Simple service desk built on Jira
Read more
Christian Rivera

Jira, Great Tool For Software Development, Task Estimations And Agile Implementation.

2019-03-29

Our team uses JIRA Software to manage Weekly sprints with Clients using the Agile Solution methodology and it satisfies our expectations.

Pros

Jira looks design exactly for Agile methodology implementation. You can plan sprint runs for projects and as you know "To complete something you should set a Date for it". The board is very clear and easy to interact with. All tasks are saved in the backlog and considered while sprint planning so it's easy to distribute the tasks through a team.

Cons

When you start a sprint tickets cannot be moved freely until you enter the ticket and set manually "Begin to Development

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Jira Service Desk Reviews
Jira Service Desk
Simple service desk built on Jira
Read more
Anonymous
(Internet company, 11-50 employees)

Nice that it works with Jira, but not much else is great

2018-11-01

Pros

We love that it combines with so well with Jira primary software. We use Jira extensively and this integrated very nicely into the rest of our workflow.

Cons

It doesn't have a lot of functionality and is very hard to use, so we're not very happy with the actual Service Desk side.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

4/10
Source: Capterra
Helpful?   Yes   No
Jira Service Desk Reviews
Jira Service Desk
Simple service desk built on Jira
Read more
Travis Bennett

My Feedback

2018-10-03

Pros

I like being able to expose the project to non-licensed users and support a broad customer base.

Cons

. - Cost per service desk license on top of jira software license is high - Assigning organizations to customers is not easily accomplished - Through REST API, the name field for customer is populated with a global id versus a name

Rating breakdown

Value for money
Ease of use
Features

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

4/10
Source: Capterra
Helpful?   Yes   No
Jira Service Desk Reviews
Jira Service Desk
Simple service desk built on Jira
Read more
Anonymous
IT Helpdesk Technician (Computer Software company, 201-500 employees)
Verified Reviewer

Service desk that works well with other JIRA tools

2018-05-21

Pros

Since we use JIRA Software, it was just a matter of time until we decided to implement JIRA Service Desk.

Cons

It's JIRA, it's not the most aesthetically pleasing tool, but it does what it advertises and help us more easily manage our tickets.

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: GetApp
Helpful?   Yes   No
Jira Service Desk Reviews
Jira Service Desk
Simple service desk built on Jira
Read more
Jonathan Carter

JIRA Service desk is integral to our customer support, even though extensibility is a problem

2017-09-21

Pros

I think my favorite feature is the internal comments. It's simple, but really helps to have a side conversation with your peers about an issue before commenting to the customer.

Cons

I'm also an Atlassian plugin developer, and the JIRA Service Desk Java API is pretty awful to work with compared to the APIs for JIRA Core and JIRA Software. That makes extending JIRA Service Desk way harder.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Jira Service Desk Reviews
Jira Service Desk
Simple service desk built on Jira
Read more