Avis clients sur Jira Service Desk
par Atlassian4.4/5 244 avis Écrivez votre avis !
Publié le 28/06/2019
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.
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.
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.
Publié le 19/11/2019
Best on premise
Commentaires: We use on premise version. Software administration can be burdensome for a small staff, updates and monitoring can require quite a lot of time. Price raised two times since first purchase. Apart from this, the tool has enabled us to precisely structure the service desk, reducing by 70% the number of phone calls and emails to better filled forms on the customer portal and the use of a chat addon.
- High Control
- Wide choices of features
- Confluence Integration
- Very rich suite of addons on premise version...
- ...which requires extra costs
- Some features are too basic and pretty much requires addons
- Learning Curve for admin requires effort
Publié le 14/10/2019
Ok start, missing some key features
Commentaires: We have a ticket workflow for IT, so things are being tracked now.
Avantages: Integration with other Atlassian products. Allowed us to start tracking IT issues and requests without having to bring on yet another tool.
Inconvénients: 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.
Publié le 17/05/2019
Cannot Manage Our Own Users
Commentaires: 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.
Avantages: 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.
Inconvénients: 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.
Publié le 27/09/2019
High Level ITSM Service Desk
Commentaires: We required moving towards on-prem solutions and Jira Service Desk Server Edition allowed us to use first-rate features while maintaining our data.
Avantages: Out of the box, Jira Service Desk allows a team to start up a working service desk with a few clicks. Some of its strongest features is building out a front-facing portal for end-users, linking to the knowledge base (with Confluence). Since it's part of the larger Atlassian ecosystem, there are a lot of tools and features that can be used to provide greater customizations.
Inconvénients: The Jira Service Desk, while customizable has a high learning curve and will take a while for administrators and agents to be able to change workflows. The agent side can do with a UI facelift.
Publié le 26/11/2019
Best service desk tool in market
Commentaires: Client's problem solving, service desk functionality usage, see who are ticket solvers, who does more work etc
Avantages: Jira Service Desk is very well customizable tool for different team sizes. Atlassian products work very well, contain awesome Lucene search functionality, which means you can search text string and it will look up all text fields and give you service desk ticket match. Very helpful tool.
Inconvénients: Jira Service Desk works very well, it takes time to change it accordingly to team's needs. But it is totally worth it.
Publié le 16/11/2019
Hard at first but great when you get used to
Commentaires: Overall, I can definitely recommend it for people are in a project and they want to be more agile and flexible in their work life.
- Perfect for tracking your daily and weekly tasks
- Great to work with in a team project
- I like the notifications when tasks are assigned or completed
- It's a good motivator when you see your sprint completed
- It's not very intuitive especially for people outside of IT
- Could be hard to organise your tasks especially when it's a big amount
Publié le 04/12/2019
Works well but could be better
Commentaires: I came into a support team that already had it set up and some of the users were not advanced in technology so they have made the product almost unchangeable without breaking so many different boards. Given the time and money, I'd say it could be great if I implemented it myself.
Avantages: I love the ability to integrate with the developers in my team and easy tag different things such as custom components, release numbers, versions numbers and team members.
Inconvénients: Although I know what I want as my end goal, trying to implement different workflows and retrieve reports can be quite complex.
Publié le 03/12/2019
Jira Service Desk has made prioritizing simple!
Commentaires: Jira has been a lifesaver. I know that any tickets that I submit will not be accidentally overlooked and I can check-in at anytime to see where we are in the process. I feel confident that our systems team will be able to effectively take care of our requests without the hassle from having to coordinate emails.
Avantages: I most like Jira because it has given our office the ability to prioritize needed projects from team members. Prior to using Jira, we sent emails to our systems team and it caused such a mess in determining what was most important. Often things were lost or overlooked. With Jira, we are able to not only prioritize but also allows the systems team to prioritize where they are for the tickets that we have submitted.
Inconvénients: I do not work directly on the systems team so on the side of requesting ticketing, I have yet to find a negative part of this software.
Publié le 11/12/2019
Another great tool from Atlassian
Commentaires: I was introduced to Jira Service Desk when I started working at my first job. It has an awesome and simple workflow and helps with keeping things organized and tracked. Everyone in the company picked it up pretty easily and my team of IT supports are enjoying it as well.
Avantages: Jira has all the necessary tools that make a good service desk. Users can file requests by categories and it automatically gets assigned to the support person responsible for the job. It makes helping other departments easier and more organized.
Inconvénients: It lacks certain reporting features such as time spent on certain category issues. Also, setting it up without third-party help is a headache. Reassigning tasks is more complicated than it needs to be.
Publié le 23/07/2019
A great option for on-site ICT service desk management
Commentaires: 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.
Avantages: 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.
Inconvénients: 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.
Publié le 21/08/2018
JSD has a lot to offer, but requires a lot to learn
Commentaires: JSD offers a lot for any company needing to maintain a service desk to manage the support requests it handles from its clients/customers. Because it is a Jira (Atalassian) product, it is most likely utilized along with other Jira tools, and plays quite well with those. Due to this integration aspect, thought, the layers of security necessitated within user settings requires a considerable amount of learning/training, which is not easily attained without paying for it from Atalassian. And, while I understand, respect (and even applaud) the market-oriented principle of this, it does seem a bit intentional that there are no reliable helps available outside of Atlassian (for example, any tutorials you will find on YouTube for assisting with certain user configs, settings, steps, etc. are applicable to much older versions of the software, and to a great extent, are not applicable to the current version). This would not be a negative aspect if Jira did a much better job at keeping their own internal (free) help docs, etc. up to date, so as to apply to the current version, as well. Instead, if one wants highly dependable "helps" it appears the best way to achieve that is to pay Atlassian for their training courses (at prices that are obviously calibrated toward larger companies/corporations. And blindly undertaking such would seem risky if judged by the extent to which their free user tools are kept up to date. This is not, to my knowledge, the common experience with most apps.
- Lots of tools in one place
- Integrates well with other apps (especially other Atlassian products)
- UI is clean and user friendly (customizable to a sensible extent)
- Contains useful metrics that are easy to configure and gain reports from
- Has multiple layers of user settings available for custom configuration to correlate to preferred levels of access among agents, customers, etc.
- Email bounce in frequently fails (bugs?)
- Depth of Jira admin user knowledge required for strong mastery of this app; time consuming to acquire a reliable user knowledge (which is necessary to utilize the app with the least bit of efficiency)
- Help docs, support mechanism unreliable/outdated (needs to be fresh and current to be applicable to present version of app)
- Confusing settings requirements for some user modifications needs (esp. where mapping/editing workflow schemes are concerned)
- Completely inadequate amount of general helps/tutorials available outside of Atlassian (YouTube, Google search, etc. for example) which seems a bit suppressed by design. Atlassian offers extensive training, but at a premium cost.
- Costly for the overall effectiveness it provides, after factoring these negatives along with the user time required to really learn the application.
Publié le 23/08/2017
Highly customizable and integrates well with the Atlassian ecosystem
Justin alex P.
Commentaires: Customization, integrations, workflows, SLAs
Avantages: Newbies to JIRA Service Desk can get a service desk project up and running in less than 30 minutes. If your organization is already using JIRA for issue tracking, then having a help desk with Service Desk is a no brainer. It allows you to integrate software teams and IT teams better within the same ecosystem. The benefit of JIRA Service Desk, when compared with other help desk tools, is the customizability of your workflow. You can set up a workflow to be simple (with Open > In Progress > Closed statuses) or complex (with other statuses like On Hold or Waiting for Customer). SLAs are highly configurable, with the power of JIRA's JQL functionality. So one can conjure up a query to fit their SLA needs. With the addition of custom fields, a Service Desk administrator can create fields to capture important information to streamline the help desk process. Having Confluence also provides more benefits in which you can integrate an existing knowledge base space to a help desk project and self-serve your customers. Finally, being in the Atlassian ecosystem enables you to add additional functionality and enhancements with the use of Apps. There are close to 1500 apps available for JIRA, and many are constantly updated by the app developers.
Inconvénients: Administering JIRA Service Desk (and JIRA in general) can be daunting for a new user. With a number of customizations that one can do in a JIRA application, there will come a time where there can be a performance impact on the environment if the application is not governed well. The Customer Portal (customer facing interface) is spartan in terms of customization. You can only customize so much, but it is limited in terms of branding it to suit your company's design specs.
Publié le 07/09/2019
Best ticket system
Commentaires: The business problem Jira service desk solves is allowing anyone to put in a request from a service department from one portal & be able to access that portal anywhere in the world and not just on our internal network.
Avantages: Jira Service desk works great. We use it in a media company in all of the service departments to track requests from Media ingest, to graphic requests, to crew requests. Our producers can easily log in from anywhere and fill out customized forms for the type of service they are looking for. The department gets the request in seconds and can start fulfilling it right away. In a fast pace news world, this allows us to get what is needed for broadcast air done fast while keeping track of all the work we have to do.
Inconvénients: There are some features that you would think would come right out of the box with jira service desk that doesn't. The only way to get them is to buy a plug-in from their market place. Some features that we would like to see is having the requester see who is assigned the order & allow them to request updates to their requests.
Publié le 29/07/2018
Unlike others, doesn't need complex configuration
With the help of Service Desk we get feedback from users about the bugs they find in the product. As the result, we fix them really fast. By adding fields that users need to add while submitting bug, we decrease time that is needed to reproduce bug or clarify the issue. Also, we can communicate with user directly if needed.
At the same time user can always get back and see status of ticket they submitted.
Also, it says a lot when you see Atlassian using its own product and using it really well.
Avantages: When you use this application as an addition to JIRA, it is a great tandem. I adviced my company to use Service Desk when we were discussing how to receive bugs and ad-hoc requests. We are using this application fro several years and we do not think about changing it.
Inconvénients: The only bad point that I can mention about Service Desk is its price. A lot of clients I worked with complained about it. They manage really carefully the number of users that are Agents (users you actually pay for), and get really upset if they were not carefull enough and their bill was higher then they expected.
Publié le 23/10/2018
Dig Deep Before Buying
Commentaires: It has solved some of our immediate business needs out-of-the-box or with moderate configuration effort. But as a full solution it is missing a handful of simple, but crucial, features. It definitely "feels" like a second version. It needs a third.
Avantages: JSD is relatively intuitive and easy to learn without needing tons of documentation. Initial pricing is attractive. A decent plugin community fills some gaps, but be expected to pay on top of the initial JSD pricing.
Inconvénients: Many "obvious" features are either missing or do not work as expected. For example: in many cases, once an internal user is added to an issue, they no longer receive notification about internal comments. This is completely unintuitive, unexpected, and has caused many people frustration: https://jira.atlassian.com/browse/JSDSERVER-3410 Another example: Email traffic about an issue is *always* public. Do not allow your staff to reply to JSD's emails as customers will also get emailed a copy! https://jira.atlassian.com/browse/JSDCLOUD-3499 The worst part is, despite there being a few years' of discussion, and new comments added monthly by newly-affected JSD customers, Atlassian has no comments on the issues. In some cases a plugin (more $) can help, but in some cases even the plugin manufacturers can't help as JSD doesn't expose enough info in their plugin API.
Publié le 12/03/2018
Excellent for big projects.
Commentaires: A very compelta application, useful for small and large teams, but more thought for the big ones, allows you to have a complete follow-up of your project, apply agile methodologies and correct errors and have a record of them, it is excellent, use it and you will like it!!
Avantages: Jira has very useful tools for managing projects, in my opinion you exploit its advantages when they are big teams, its main advantage is the follow-up to the development and progress of the projects, the errors that arise during the development process and the management operational, it helps you see more, to improve development times and correct errors for your next project, also has free trials so you can enjoy its benefits.
Inconvénients: The truth is that it is a very complete program, but I think your biggest benefit is when you are big projects, if you are a small team I think other tools will be better suited, besides the price is a bit high.
Publié le 21/09/2017
JIRA Service desk is integral to our customer support, even though extensibility is a problem
Avantages: 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.
Inconvénients: 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. I also don't quite like the stripped-down UI offered to customers through the customer portal. As a regular JIRA user, I resent missing features, like being unable to edit my own comments or being unable to see a preview of any rich text that I might add (such as *bolded* or _italicized_ words). I have also heard from my peers that SLA calculations are really tricky to get right, and often behave in ways you wouldn't expect.
Publié le 08/04/2019
From the Trusted Atlassian
Commentaires: In a crowded space for helpdesk apps, Jira Service Desk stood out because of the company that backs it up, its family of related apps and, the current integrations with existing third-party apps out there. Jira SD is well worth trying out.
Avantages: From the same company of my favorite and trusted apps like Trello and Jira... We then gave Jira Service Desk a try. The user interface has a modern look and feel and is intuitive enough even for a novice user or admin. It has a pretty standard set of tools to run your usual IT Helpdesk and Support roles straight out of the box (Incident management, Problem, Change, SLA management, etc.). In fact, you can set up your helpdesk well within an hour (of course not counting the per company nitty-gritty). Default setup works, but it's also super customizable based on your company needs. The Dashboard has all the at-a-glance metrics, statistics and graphs to keep you up to speed with the overall status. Again, coming from Atlassian, it has a ton of possibilities in terms of integration with other apps. I feel the constant stream of dev improvements and updates.
Inconvénients: Even though I mentioned that the third party apps can be easily integrable, we find the documentation for creating one's own integration apps a bit lacking. Also, the creation of tickets can be more streamlined or simplified (perhaps with the minimum number of fields and button clicks) to make it easier or faster to create and then further details can follow.
Publié le 23/08/2017
Marketing Team Uses JIRA Service Desk to Handle All Requests for Marketing
Commentaires: Our marketing team knows exactly the status of any request of our team. And so do the requesters.
Avantages: JIRA Service Desk is a great way to enable everyone at our company to request things from Marketing with tailored forms for each type of request .... for example, business cards, collateral for events, changes to our website, updating sales enablement content, go-to-market support, schwag requests, etc. No more emailing stuff. Employees just fill out a form and can keep up with the status of their request. Our Marketing team just goes through each queue a few times a week and delivers a transparent and trackable service. We know the status of everything....especially the requests that are behind....waaay behind. Which is great.
Inconvénients: It takes some expertise to set it up to suite a team's particular need. Most teams will need some JIRA/JIRA Service Desk expertise from someone to set it up. Once that happen, using it is easy.
Publié le 29/03/2019
Jira, Great Tool For Software Development, Task Estimations And Agile Implementation.
Commentaires: Our team uses JIRA Software to manage Weekly sprints with Clients using the Agile Solution methodology and it satisfies our expectations. Tasks and deadlines are set in a way that we can work organized and efficient. It was easy to set up and customize for our purposes. We deliver our tasks at the expected time thanks to the work distribution.
Avantages: 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.
Inconvénients: When you start a sprint tickets cannot be moved freely until you enter the ticket and set manually "Begin to Development
Publié le 17/06/2019
Accelerate Processes with Approval / Reject
Avantages: Some requests must be approved by a manager before they can be worked on and completed before they are involved in the business process or before moving on to the next stage. For example; the administrator can approve the withdrawal request, the IT officer can approve the closure of this user's accounts, and the process can proceed within the approval-rejection stages. The Approval-Reject feature allows the authorized persons in your organization to grant the necessary permission for the job to be performed or to proceed to the next step. Jira Service Desk provides us with this feature without the need to become an agent user. The person must be one of the users of Jira Service Desk, Jira Software, or Jira Core.
Inconvénients: The Jira Service desk module needs to get better. ok it works but lacks a number of simple features. for example, you can link a customer request to an internal issue, but the customer cannot see it. the other problem is that the interface is very calm. Very little interface customization option.
Publié le 24/04/2019
A no brainier for non profits
Commentaires: In the short time I've been using Jira Service Desk I've been impressed with the scope and capability and think that with the right amount of time invested into getting this setup properly it will do a fantastic job
Avantages: I've been trying loads of service desk solutions recently and while i'm still not 100% convinced on which one to settle with, Jira Service Desk is pretty high up on the list. Firstly, they offer a on premise version as well as (the more easy to setup) cloud solution. This is great for those that prefer to host their own solutions. Secondly, this on premise version is also free for non profits which makes Jira Service desk a much more viable solution than some of the other options available. The integration with confluence allows you to build out a deep self service portal, which in theory will reduce tickets. Again, this was easier to setup in the cloud version, but is also free for non profits. It seems to tick all the boxes for an ITIL service desk, which is great.
Inconvénients: It is missing some core features which other solutions provide out of the box, most noticeably asset tracking. While this can be accomplished via plugins, it would be nice if it just existed within the core application.
Publié le 23/08/2017
Avantages: JIRA Service Desk is a customer-first application. The integration with the Confluence knowledge base is excellent and the tool as a whole provides a streamlined, dead simple customer experience. Launching your first project only takes about a week--very speedy return on investment! There are tons of add-ons in the Atlassian ecosystem that help extend functionality if there's something the tool won't do out-of-the-box. Atlassian support has been responsive and helpful every time I've had to reach out to them.
Inconvénients: JIRA Service Desk is not an all-encompassing solution for all things help desk or customer support. Language support for the customer portal is OK, but basically non-existent if you're using a linked Confluence knowledge base. There are many add-ons in the ecosystem that help extend functionality--but each one increases the complexity and maintenance overhead.
Publié le 21/09/2017
Up and running in no time
Less pinging back an forth with customers to get all the information you need to help them. Easy to use form fields and form instructions make sure customers always fill out the right information from the start.
No decisions made in endless email threads that then get lost. Communication is in context and visible to everyone involved.
Supports agile implementation since it its real easy to get started and adjust as you go.
Escalation is seamless since it is inside JIRA where our developers work.
Great user experience! Clean user interface and well thought trough features.
Easy to integrate and extend with the most complete API on the market.
Inconvénients: No dynamic forms, i.e. you can show or hide fields depending on the answer given in another field (but can be solved through add-on).