Atlassian’s Jira Service Management is a full-featured service desk software that provides support solutions for ITSM and customer service departments. Jira’s service management software is popular among teams because it allows them to create multiple workflows for different departments, has a clean, intuitive interface, and makes it simple for teams to organize and assign tasks. SLAs, automation, customization tools, self-service, and reporting are some of the platform’s key features.

However, is Jira the best customer service platform for your business?

In this post, we will do an in depth Jira Service Management review to help you make the right decision.

Jira Service Management Pros and Cons

PROS

CONS

  • In-Depth Project Visibility (Dashboard, Detailed Insights, Reporting, etc)
  • Customization & Integrations options are really good
  • Easy to transfer ownership of the ticket to other staff.
  • Divide tasks into multiple sprints and can easily manage the workforce.
  • Straightforward UI
  • Comes with a free plan for up to three agents
  • Learning curve can be steep for some advanced features
  • Needs Confluence (additional cost) to be able to add a knowledge base
  • Jira has some freezing issues occasionally.

Jira Service Management Pricing and Features

Pricing and Plans (Rating ⭐ 4.31/5, 19 Reviews)

Pricing and Plans

Jira Service Management provides three paid packages as well as a free version with limited support capabilities. You can also sign up for a demo of Jira Service Management with live Q&A from product experts.

Here are the different plans:   

  • Free plan – Up to 3 agents, 2 GB file storage, 100 email notifications per day
  • Standard plan at $20/agent/month – 250 GB file storage, unlimited email notifications per day
  • Premium plan at $45/agent/month –  Unlimited file storage, unlimited email notifications per day, 24/7 Premium support
  • Enterprise plan is custom and is billed annually 

Jira Service Management pricing is based on the number of agents. So, keep this in mind when budgeting for a customer support system like Jira Service Management. The upper ceiling when it comes to the user limit is- 5,000 agents.

The majority of the customers seem unhappy with the Atlassian service desk pricing. Let’s have a look:

Pricing – they charge based on user, so if you are working in a big company and the number of users is high, then you are ending up paying the hefty amount

⭐ 4/5 Vijay R

Pricing if anything is the only concern which stops us from scaling up the integration. But you get the value so…

⭐5/5 Administrator in Information Technology and Services

The free plan does look appealing for smaller teams. However, the plan might not be adequate for handling most of your customer support needs.

Interface and Customization (Rating ⭐ 4.35/5, 85 Reviews)

Interface and Customization

We discovered that Jira’s main interface has a clean design, and your agents will most likely have no trouble locating important features. Everything is well organized, and if you need something, just type a few keywords into the search bar, and it will be found.

The interface is very friendly and elaborative, the application features along with integration of Jira software are quite extended and more than enough for quicker and reliable update and management of issues and activities of the organization.

⭐4.5/5 Aseem N.

The platform’s mobile app allows your team to get notified instantly on breached SLAs and requests that are assigned, reported, watched, and @mentioned.

The user interface is the best part of this software. As soon as you login you see the tasks you need to do. Then the issue details page, where every information you need is available at your tip. The best part, to make a simple change, you don’t have to refresh.

This it available both as cloud application and in-premise installation.

⭐5/5 Rahul B

Jira Service Management also supports numerous integrations. It comes with over 3,000 software integrations, apps, add-ons, and plugins that can be custom-tailored. 

Ticket Management (Rating ⭐ 4.1/5, 49 Reviews)

Ticket Management

Jira Service Management provides an easy-to-use yet powerful ticketing system that allows your customer service representatives to collaborate in real time.Getting new tickets into the system, routing them, and solving them are the three workflows at the heart of any help desk system, and Jira ticket system does not lack in these workflows.

  • Jira ticketing provides multi-channel capabilities for collecting and organizing support tickets from various channels to a centralized queue.
  • Customers can be helped to communicate their issues more clearly and simplify Jira Ticketing Management by routing to the appropriate queues.
  • A Filters menu item has been added to the top of the page, allowing you to quickly apply recently used filters, view all available filters, or launch a more advanced issue search tool. 

The JIRA Service Desk is very useful as a Ticketing tool. We can create lots of Reports and dashboard based on the Tickets logged in JIRA. Also we can do a Email Subscription based on the Weekday/Weekends and based on the search criteria and filters. We can Track the SLA(Time To Resolution & Time To First Response) from this tool. This is very much helpful for tracking the daily tickets.

⭐5/5 Administrator in Information Technology and Services

It is the best ticketing tool which i used it has the easy to use interface with the simple way to check what is happening and where the status is with it’s transparent nature it is easy to know the progress of the incident. It uses the agile methodology to get the status transparent to the reporter

⭐4/5 Akram ALi S

Our favorite feature? 

Jira’s queue management allows agents to see how many issues are in each queue, and switch between queues to work on the right issues at the right time. 

Knowledge Base (Rating ⭐ 4.4/5, 20 Reviews)

Knowledge Base

With this Atlassian help desk, you can create a knowledge base where your team can write and share helpful articles such as how-tos, FAQs, and support questions, and allow customers to self-serve instead of raising a request.  You can even add a free plan of Confluence to your site.

Workflow and editing workflow are quite similar ,the expanded use of Jira is unbelievable and simply fabulous all the time.The knowledge base and community forums support are pretty good and i completely trust them.Even the ticket prioritization makes it easier to handle.For dashboard and ticket tracking i am always on it

⭐5/5 Sander J

We are now able to route our customer requests to different service teams and provide some deflection using a knowledge base. It also gives us the necessary reports and metrics to improve our service teams.

⭐5/5 Dan W

Jira also includes an online portal through which your customers can communicate with your support team. Portal customization is often an important feature that you should look for, as it helps you come up with logos and custom themes that best match the look and feel of your brand. You might be disappointed to find out that in the Jira support desk, you can only change the following components on the customer portal: name, welcome message, logo, announcement.

Automation Features (Rating ⭐ 4.2/5, 20 Reviews)

Automation Features

By allowing your teams to automate their processes and workflows, you can focus on the work that matters by eliminating the need to perform manual, repetitive tasks. Jira’s simple rule builder allows you to create powerful automation rules that can handle even the most complex scenarios.

Automation rules are composed of three components: triggers that initiate the rule, conditions that refine the rule, and actions that carry out tasks on your website. Jira Service Management comes with the following preset rules you can use to set up automation. Some examples include – urgent issue alert, triage email requests, prompt customer for comment, etc. You can have a look at the automation rules here

Customers seem to really enjoy Jira’s automation features:

I would strongly recommend JIRA as this the best platform for the service desk user because they have customized queues which helped them to distinguish the issues of different status. And also it have the automation functionality for repetitive tasks and also automatic changes can be set. This is an wonderful option for the service desk users which i experienced myself due to which our organisation preferred Jira instead of RTC and we are extremely happy with it.

⭐5/5 VYSHNAVI K

Its ease of use and setup. Fleixible in what you have. Low cost to run and low pricing for agents. Good use of workflow and automation on the features. Easy to track customers issues and resolve them in a timely manner.

⭐4.5/5 Administrator in Oil & Energy

Reporting (Rating ⭐ 4.34/5, 52 Reviews)

Reporting

Jira’s reporting tools have definitely seen a major upgrade from the previous iterations, which is to be expected considering Atlassian’s recent integrations

The platform provides default reports that can be used to measure common service project functions. These reports can’t be changed, but provide valuable information for easily checking how your team are meeting their service level agreements (SLAs).

The following default reports are provided by your  service project:

  • Workload – Lists the number of requests assigned to your agents
  • Satisfaction – Lists the average customer satisfaction rating for your team
  • Requests deflected – Lists the number of times your customers viewed knowledge base articles in the portal and found them helpful
  • Requests resolved – Lists the number of requests resolved with and without knowledge base articles

JIRA is an excellent ticketing software that provides great customization and reporting. It is also very well integrated with the entire Confluence stack making the software a breeze to use in environments where Atlassian software is used!

⭐4.5/5 Qian Qian Z

The application support is very well suited for productive and engaged/busy management activities in an organization, the tool features are very helpful for easy implementation and reporting of issues. The interface is also very friendly for faster and improved performance of the teams.

⭐4.5/5 Laxmi S

Even though the platform provides numerous ways to track various metrics, the best part is that Jira Service Management allows you to customize and build your reports exactly how you want them.

The platform, however, lacks direct integration with a more powerful analytics tool, such as Tableau or Microsoft Power BI, which the competition provides.

Marketing Features (Rating ⭐ 4.33/5, 6 Reviews)

Marketing Features

Jira Service Management is not a marketing tool per se, but the platform’s use cases for marketing cannot be overlooked.

Daily production for marketing automation tools. eg email marketing campaigns, landing pages creation, nurtures , lead generations programs.We also use it for our internal IT management , we send tickets to IT if something isn’t working

Alessia M

JIRA Service Desk helped us create a marketing service desk in just 2 months.We can now create campaigns and marketing reports in record time freeing us up to do more projects.

Jeffrey B

Jira Service Management can handle basic marketing tasks like email outreach and comes with various reporting features to help out marketing teams, but it is unlikely to meet most marketing needs. If you’re looking for advanced marketing automation features, unfortunately, Jira Service Management is not the platform for you.  We recommend looking into customer interaction/automated marketing software such as Helplama Helpdesk.

Bottom Line

Jira Service Management is clearly a popular choice to opt for, especially considering the platform’s wide array of features, making it an excellent choice for most enterprises.  However, the fact that it can be difficult to operate due to how advanced and customizable the system is, as well as the steep pricing, should be considered before investing in this platform.

We hope this article compared to other Jira Service Management reviews cleared up some questions and made it easier to make a decision. 

Also, if you’re just getting started with Helpdesk systems and want to make it easier for your support reps to provide the best service possible, the Helplama Helpdesk could be the platform for you. It is a multi-channel customer service help desk designed for small businesses and enterprise teams. The platform is designed to be cost-effective, easy to set up, and most agents can get started on Helplama with little to no training.

So, what are you waiting for?

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