Jira Service Desk - Service desk software for modern IT teams
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Jira Service Desk is a fully featured service desk software with self-service, automation, SLAs, and CSAT reporting.
Jira Service Desk is a fully featured service desk software with self-service, automation, SLAs, and CSAT reporting.
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We switched to Atlassian ecosystem few months ago. Right now we're utilizing nearly all Atlassian's products. Since the very beginning Service Desk is most important one as we're using it for communication with customers and helpdesk purposes. The recently rolled-out major overhaul made the software truly user-friendly. I love the integrations between Atlassian products, which allows us to track features since the commit to user tickets (including working on feature, building/deploying, monitoring etc). It's simply amazing. We're heavily using Confluence for KB. The price tag for small teams (we're 6 people) is more than reasonable and simply unmatched. I've been testing numerous other helpdesk/ticketing/KB systems but I really hate the fact they're so disconnected. Of course there are integrations available, but still you need to switch between many tools to get job done.
Pros:Integrates with other Atlassian products Multiple SLAs Great automation Numerous integrations ITIL compliant
Cons:Some of the popular features are missing - for example merging tickets or duplicating projects