JIRA Service Desk Review - why 4.4 stars?

JIRA Service Desk Review
ITQlick Score: 87/100
ITQlick Rating:
Pricing: 2/10 - low cost
Category: Help Desk -> JIRA Service Desk review
Ranking:Ranked 8 out of 210 Help Desk systems
Company: Atlassian Pty Ltd
Pricing: starts at $7.50 per user/month
Typical customers: Small, medium and large size businesses
Platforms: Desktop, Mobile
Links: JIRA Service Desk pricing, JIRA Service Desk alternatives
Shlomi LaviShlomi Lavi / updated: Jun 22, 2022

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What is JIRA Service Desk?

JIRA Service Desk is a helpdesk software developed by Atlassian Cloud. JIRA Service Desk is mainly utilized by its users as the main issue tracking tool. This software is also a major component in the management of software bugs. This software allows IT staffs to work efficiently in handling customer requests.

Who is it best for?

The usual users of JIRA Service Desk are those insmall businesses (1-20 employees), medium-sized companies (10-100 employees) and large enterprises (with more than 500 employees) in the Information and Technology (IT), Systems Management and other Information Provider industry, mainly those businesses engaging in the field of helpdesk, self-service portal, document and feedback management and CRM.

Main features and functionalities

JIRA Service Desk is designed to be user-friendly with its easy to follow and simple setup process and is developed with almost every IT support teams and customer services need. It has a self-service portal for easy requesting of assistance, searching of knowledge bases and tracking of issues. It has automation features, SLAs and queues for better workflow. JIRA links the dev and IT team for faster, efficient resolutions of issues.

What is the actual cost?

Jira Service Desk is now Jira Service Management, and its pricing structure is based on the two offerings available: Cloud and Data Center. Cloud has four plans, namely Free, Standard, Premium, and Enterprise. A free trial is also available.

Free pricing starts at $0 and covers three users, 2GB of file storage, and 100 emails daily. Standard pricing starts at $20 per user per month and covers all features of Free plus 250GB of file storage, on-call management, etc. Premium pricing starts at $45 per user per month, and it has all the features of Standard plus unlimited file storage, incident conference call, heartbeat monitoring, etc.

Enterprise pricing is billed annually and starts at $128,000 annually for 201–300 agents. The plan has all features of Premium plus Atlassian Analytics, Atlassian Data Lake, and data connectors. Jira Service Management Data Center pricing starts at $17,200 per year for 50 agents, supporting disaster recovery and project/issue archiving.

ITQlick pricing score is 2 out of 10 (10 is most expensive). Access ITQlick pricing guide for JIRA Service Desk. You can also find here pricing information from JIRA Service Desk's website.

Pros

  • Jira Service Management pricing is fairly low-cost for larger teams
  • The software is flexible and offers cloud and on-premise deployment options
  • Jira Service Management has typical IT service management and help desk functionality

Cons

  • The Jira Service Management platform can be cumbersome for small teams
  • The software has a steep learning curve for beginners

How it stacks up?

Access a head to head analysis of JIRA Service Desk vs alternative software solutions.
ITQlick rating
Score
Pricing
License pricing
Functionality
Review
Compare
JIRA Ser...
ITQlick rating
4.4/5
Score
87/100
Pricing
2/10
License pricing
$7.50 per user/month
Functionality
10
Compare
Freshdesk
ITQlick rating
4.5/5
Score
94/100
Pricing
2/10
License pricing
$15 per agent/month
Functionality
39
SolarWin...
ITQlick rating
5/5
Score
94/100
Pricing
4.2/10
License pricing
$19 per technician/month
Functionality
38
Zendesk
ITQlick rating
4.3/5
Score
92/100
Pricing
2/10
License pricing
$49 per agent/month
Functionality
48
Zoho Des...
ITQlick rating
4.5/5
Score
92/100
Pricing
4/10
License pricing
$14 per agent/month
Functionality
3
Compare

Frequently Asked Questions (FAQs)

Is it the best Help Desk system?

JIRA Service Desk is ranked 8 out of 210 software in their category (Help Desk systems).

How they are rated on ITQlick?

The rating of JIRA Service Desk is 4.4 stars out of 5 and the total score is 87 out of 100. The rating score is based on our unbiased data-based algo. Learn more - rating methodology page.

Is it an easy to use Software?

Yes, JIRA Service Desk makes it fairly easy to use. This product is user friendly and intuitive.

Is it cloud-based?

No, the software in not cloud based so you would need to install it locally and connect it directly to a server.

Can it be used on mobile?

Yes, you can access JIRA Service Desk on your mobile/smart phone.

What should we ask during a demo session?

Differences between JIRA Service Desk and alternatives?

The most popular alternatives to JIRA Service Desk in 2023: Freshdesk, SolarWinds Service Desk, Zendesk, Zoho Desk, FuseDesk. Access the complete competitors analysis here - JIRA Service Desk VS Help Desk Software alternatives.

Is JIRA Service Desk right for you or your business?

Jira Service Management is a flexible IT service desk software that supports cloud and on-premise deployment. The platform is suitable for small, midsize, and enterprise teams and serves IT teams across all industries. Nextiva, Infobip, and Canva are top brands that use Jira Service Management.

List of categories

Document Management
Feedback Management
Help Desk
Self-Service Portal
Survey Software
Ticket Management
ITIL
Chat
Knowledge Management
Issue Management

Auditor - Shlomi Lavi

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Shlomi Lavi is an entrepreneur and founder of ITQlick.com. He holds a Bachelor of Science (B.Sc.) in Information Systems Engineering from Ben Gurion University in Israel. Shlomi brings 17 years of global IT and IS management experience as a consultant and implementation expert for small, medium and large-sized (global) companies. Shlomi’s goal is to share the best knowledge and news about information systems so you can make smarter buying decisions for your business.