Jira Service Desk

(4 customer reviews)


Built with IT Service Management in mind, JIRA Service Desk is a help desk system created for developers and by developers. Right from the get-go, the tool aims to enhance the customer experience through a set of specific features that help agents push more sales, better service, and most importantly, establish your business as a brand.


About Jira Service Desk

With the help of JIRA Service Desk, your workers, in just a few clicks, can request a wide range of assisting tools that will help them report cases, manage tickets, ask about new services, promote products and more. The tool is perfect for any organization as its complexity caters to your needs. Thanks to machine-learning technology, your business can deliver a wide range of services round-the-clock. Whereas automation will streamline ticket routing, prioritizing, and even resolve. The tool was built for collaboration and this is clearly reflected in its functionality. Whether you work in SCRUM or Kanban, JIRA Service Desk will help you achieve high-quality outcomes. Integration is another vital part of JIRA Service Desk. From native apps such JIRA Confluence, JIRA Bug Tracker, and JIRA Automation to a plethora of different third-party apps found in the Atlassian Marketplace, you will optimize your work which in turn will help you push more sales and deliver higher quality solutions. And it’s not just apps, thanks to the well-documented open API, you can pair it with other apps that aren’t available in the store.

Last but most certainly not least, JIRA Service Desk allows you to create a knowledge base. With it, you can educate your customers, provide solutions to common issues, and teach your personnel. It’s a powerful tool that no service desk would be complete without it. JIRA Service Desk is your gateway to real-time collaboration, SLA deliveries, high accuracy reports, and a mobile version app.

Overview of JIRA Service Desk Benefits

When it comes to customer service nothing but perfect can cut it and this is exactly what JIRA Service Desk provides. Using state-of-the-art communication solutions, you will not only attract new customers but have a proper understanding of your existing consumer base. It’s vital that you hear and read what your consumers want as it will not only allow you to retain them but will serve as a critical advertising point.

After all, businesses want to gain trust and JIRA is made to simplify that process. With it, the way you talk to your customers can be fully transformed as it employs a wide range of self-service options that will be especially useful for those businesses where live communication just isn’t feasible. But those who want to provide a full service can rely on JIRA because it has phone, email, social, and live chat support plugins that you can employ practically everywhere thanks to the open API. Here are some of the most crucial benefits JIRA Service Desk brings to the desk.

Eliminate Repetitiveness

It goes without saying, repetition is a double-edged sword that can boost and hinder your performance. Yet, why risk it all when you can completely eliminate mundane work in your organization. Free up your agents and let them focus on something machines just can’t do on their own. Let them innovate.

Ways to automate repetitive tasks in Jira Service Desk

Templates of automation rules offered by JIRA Service Desk


When it comes to Information Technology Infrastructure Library (ITIL), there’s no better option than the ITIL framework that incorporates all the best methods and solutions. Having this on your side means that it’s not the team that supports the software but software supports your team. Indeed, with this under your belt, your employees can react faster and better in case of change, issues, incidents, etc.

Instant collaboration

There are many tools that allow you to cooperate in a project but none come close to the standard that JIRA Service Desk provides. Indeed, having a single platform where all of your partners, freelancers, and remote departments can gather is extremely convenient. It will provide your business with a wide range of benefits such as increased visibility, additional insights, and ultimately, better communication.

Confluence Knowledge Base

If there’s one thing most service desks lack is Atlassian Confluence. Indeed, by using JIRA Service Desk you get right out of the box integration with this insanely robust knowledge base platform. This is the go-to solution for most businesses as all you don’t need to spend extra on it. It has everything you might ever need.

Confluence knowledge management platform

The user interface of Confluence. Source: Atlassian

A massive data center at your disposal

There’s no such thing as failure-proof. Failure resistant? Maybe. But why put all your data on the line when you can store everything in the cloud. Having a massive backup will not only save you the nerves but will be available at your request anytime, anywhere. The team at JIRA makes sure their servers are always up and running flawlessly as there’s no room for ok.

JIRA Integration

JIRA Service Desk is king when it comes to integrations and extensibility. With more than 1000 apps right from the get-go, businesses can evolve JIRA Service Desk beyond its initial capabilities. From CRM to customized surveys, there’s everything.

Atlassian Marketplace

The top categories on Atlassian marketplace for JIRA Service Desk

How to Get Started with JIRA Service Desk

The process of using JIRA is pretty straightforward. Users are required to register on JIRAs main website and open their mail to confirm the process. Once that is out of the way, fill out the payment details and other missing fields and proceed to set up the whole system. During the initial setup, users will be treated to an interactive tutorial where they’ll learn the basics.

After the tutorial, it’s best that you send out invitations to your agents and assign roles. Once everyone has the right set of permissions, you can head over to ticket management. In case you couldn’t move your old data, you can try using our small tool that will move all information in just a few clicks without you being worried that you are tied to an HDM. Now that you have all your tickets and all of your agent data, you can start work on the knowledge base.

For managing your knowledge base we suggest you stick with Confluence as it’s not only snappy but is fully synchronized with your service desk. Additionally, you can head over to the customization options and select “Change the color scheme”. Once you’ve picked the desired color you can import a Theme or select one from the wide pre-installed assortment. And there’s that, you have officially started work in JIRA Service Desk.

Overview of JIRA Service Desk Features

  1. JIRA Integration System
  2. ITIL Templates
  3. Real-time Metrics, Updates, and Cooperation
  4. Self-service Capabilities
  5. Open API
  6. Atlassian App Store
  7. CSAT Reporting
  8. Machine Learning Technology
  9. Automation
  10. Performance Tracking System
  11. Confluence
  12. Customer Portal System

Technical Details

LanguagesJIRA Service
Desk Supports
EnglishSmall Businesses
Medium Businesses
Large Businesses
Mac OS
Android OS
Self Hosted
Open API
Monthly billing
One-time payment
Annual Subscription

Self-hosted vs Cloud instance

JIRA Service Desk allows users to self-host or use the cloud-based version of the help desk. To start off, cloud-based service desk does not require any kind of installation or platform setup as everything is hosted on the cloud, meaning that once you finished registration and payment processes, you can immediately start using the tool. The main drawback of a given plan is that you will be required to pay the following tariffs:

  • Small Team – $10 user/month (3 agents max)
  • Growing Teams – $20 user/month (up to 15 agents max)

As for self-hosted (also known as on-premise), users are required to install the help desk on their system. By default, all information will be stored locally but there is an option to save everything to the cloud. Having a self-hosted service desk allows for more flexibility but the process of installing is quite cumbersome and requires a technical team to get everything working properly. It is also worth noting that those who opted for a self-hosted variant can choose from these tariff variants:

  • Small Server – One time $10 payment (up to 3 agents)
  • Data Center – Up to $12,000/year (more than 250 agents)

Also, keep in mind that those users who opted to try the 30-day trial can move their tickets, agent data, and other information to the paid plan.

Awards and Certification

Marketplace and Integrations

Atlassian Marketplace

When it comes to marketplace and integrations JIRA Service Desk is practically king. Thanks to the included Atlassian Marketplace, you have access to a number of different apps that will not only boost your productivity but will help you reach new prospects. Another key component of JIRA Service Desk is that it has a few dedicated integration options. Among the most popular platforms, JIRA supports MailChimp, Google Play, Youtube, Twitter, and Facebook.

Another vital part of JIRA Service Desk integration systems is, of course, the open API. Not only it’s well-documented but pretty simple to use. And to no surprise, the platform was built by veteran developers. With an open API system in place, you can practically attach anything to the platform as long as it doesn’t use an outdated framework.


When it comes to support, you can reach JIRA in a number of ways. You can drop them an email using their website and you can call them (free of charge for certain countries) using the phone number listed on their Contact page. As for less conventional means of reaching the JIRA support team, you can leave them a message using popular social media websites such as Facebook, Twitter, and Instagram.

Additionally, you can request assistance using the service desk itself. The option can be located under the Help section. Generally speaking, the team responds pretty fast and most of the issues we’ve stated were solved in one way or another.


JIRA employs a pretty simple, yet clever pricing system. Unlike other service desks, you pay for the number of agents individually. To put this into perspective, you pay $10 per 3 agents and in case you have 66 agents, you’ll have to pay $1065, roughly $16 per agent. This system is very flexible as you don’t have to dish out more money on expensive plans if you just want to add more people to your project.

  • 3 agents — $10 month
  • 50 agents — $825 month
  • 150 agents — $1975 month

Yet, if you have more than 800 employees and each of them needs access to JIRA Service Desk, the price will drop. So, for instance, if you have 900 agents, you’ll pay $3425 a month, basically $3.81 per agent.

User Satisfaction

There is a number of different reviews but all of them seem to revolve around keeping your customer service consistently good. Many users also note the fact that it’s very good for Agile teams as you can manage products, people, and processes without the need to open a new tab. Lastly, many praise the service desk for its ability to organize a huge remote team.

As for the drawbacks, many cite that it’s hard to make any changes to the portal fields noting that the interface isn’t up to the task. It is also hard to configure and the automatic wizard doesn’t cover the advanced settings. Finally, some users state that the tool is much more robust if paired with an analytical tool which by default, is missing.

JIRA Service Desk Alternatives

Zoho Desk — Compared to Zoho Desk, JIRA has a clear advantage thanks to the included Atlassian Marketplace. It allows you to customize the tool in many different ways and tailor it to your organization. Although, certain features that should have been included in JIRA, are missing whereas Zoho Desk has them right out of the box. The pricing of both is pretty similar with the only difference being that Zoho has a free plan while JIRA requires you to pay $10 to get started.

Zendesk — The key difference between the two systems is that Zendesk has more automation options. But other than that, both JIRA and Zendesk are pretty similar in terms of functionality and pricing. Aside from the above-mentioned difference, you’ll notice that they have different UIs and Zendesk has a built-in knowledge base module which makes editing, creating, and updating process somewhat faster.

Freshdesk — There are many similarities between the two service desks but keep in mind that they are on the surface level. When things go down to work, you’ll immediately notice that Freshdesk is very intuitive although it is not as fast as JIRA Service Desk. Another key difference between the two is that JIRA has a better ticket rerouting system than that of the Freshdesk. As for pricing, both start at $10 but JIRA wins when it comes to the number of agents as the average cost per agent drops.

eDesk — When looking at eDesk, it’s clear as day that they are different when you take into consideration analytics and report systems. eDesk is not as robust as JIRA but it does have a few advantages when it comes to templates. eDesk has more of them and the general export menu is faster and supports a wider range of different formats that aren’t available in JIRA. Generally speaking, JIRA is cheaper than eDesk because you are limited to just three plans that are pretty far from each other in terms of functionality.

Additional information

Agent efficiency

Auto Bcc, Custom & Group Views, Edit/hide threads, Filtered Search, Group your agents, Keyboard shortcuts, Light Agents, Mobile app, Multilingual (Multiple) content, Occasional agents, Private Comments within tickets, Responsive, mobile-friendly Help Center, Restricted conversation views, Tags


ITSM Process Integration


Collaboration, Linked tickets, Parent-child ticketing

Customer relationship management

Contact Form, Contacts & Accounts Management, Contacts & ticket history, Customer satisfaction ratings (CSAT), Group contacts by organization, Organization profiles

Help desk automation

Auto reply, Automatic ticket assignment using Dispatch'r, Custom business rules (triggers & automations), Event-triggered workflow automations, Time-based Rules, Time-triggered automations, Workflow automations

Help desk management

Business Hours, Custom status, Custom ticket fields, Dynamic ticket forms, Multiple Ticket Forms, Service Level Agreement (SLA) management, Set your Time Zone, SLA reporting, Ticket file attachment size

Incident Management

Approval Workflows, Customize Incident Lifecycle, Multiple SLA Policies, Task Management

IT Asset Management (ITAM)

Asset Lifecycle Management, Risk Management

ITIL Aligned Capabilities

Change Management, Problem Management

KB Customization

Branding removal (email), Complete portal customization, CSS customization, Public portal customization

Knowledge base management

Community forums, Knowledge base, Related articles, Unlimited data

Platform Integration

API rate limit, Cloud telephony integration app, Custom objects, Email integration with Outlook, Gamification, Integration with Atlassian Jira, Integrations, Private custom apps, Public apps (Marketplace), Salesforce integration, Slack integration, Webhooks, Zapier integration

Platform Specific


Reporting & analytics

Agent Dashboard (Agent Scorecard), Analytics, Custom Reports, Export reports, Helpdesk in-depth report, Manager Dashboard (The Headquarters), Overview dashboard, Performance distribution, Save reports, Support Performance dashboards, Team Dashboards, Tickets closed reports, User-specific reporting, Zendesk Benchmark


Ability to configure for HIPAA, Audit logs, Custom roles and permissions, Data center location, Digitally signed emails (DKIM/DMARC), Disaster recovery, Domain Whitelisting, Encryption: data at rest and in motion, Field-Level Access Control, GDPR compliance, Log in with Google, PCI compliance (Level 1), Privacy Shield and Safe Harbor compliant, Single sign on with SAML, Single sign-on (SSO) for web and mobile, SPF(Sender Policy Framework), Two-Factor Authentication, User provisioning

Support for organizations

Email Support, Multibrand Support, Phone Support (in English), SDK, Web Widget

Ticket management

Email tickets, Outgoing SMTP settings, Public and private notes in tickets, Spam filtering, Support workflow, Ticket export, Time tracking, Watch tickets


Agent Limit, Announcements, Backup, Community forums, Date comparisons, Facebook in-sync app, Notifications, Project Management, Unlimited End Users

4 reviews for Jira Service Desk

  1. Christian R.

    The good part about JIRA is that teams can configure their own service offerings and customer portals without the need for special access. Our workers are moving to JIRA organically (the company doesn’t mandate this) due to the ease of use. But the bad part is that there is no built-in knowledge base and you are required to use Confluence. You also need to download stuff from the Atlassian Marketplace to extend the capabilities of the tool.

  2. Bill C.

    JIRA Service Desk is perhaps the best way to request stuff from the Marketing department due to the included labels. With them, things such as business cards, changes to the website, updating sales, schwag requests don’t require you to type a lengthy email as all those things can be specified with just a few clicks. Although as time-saving as JIRA sounds, it does take some expertise to set it up so that it would fit the team’s needs. Yet, once someone configures it for you, using it is great

  3. Gerson C.

    Generally speaking, this is a very complete application. It’s very useful for both small and large teams, although more effort went into the latter. Jira features a very good tool for managing projects as it allows you to follow-up to the development cycle, and it also shows your errors that occurred during the process. This is a very good system for a large team but it won’t work on a small scale project where few people are involved. It’s best that they look for something else unless they plan on expanding more.

  4. Erik B.

    JSD is pretty intuitive and does not require a lot of documentation to get started. The starter pack is pretty attractive but expect to pay more if you want to fill some community gaps. As for the cons, many “granted” features aren’t included or work in a weird way. A good example would be when you add an internal user to the issue, for some odd reasons notifications regarding comments won’t show up. The worst part about it is that the company can’t seem to resolve this issue as it has been for quite a while.

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