About Jira Service Management
Overview of Jira Service Management Benefits
Customer service is one of the most crucial aspects of managing a business, especially when attracting new customers and retaining existing ones. That said, Jira Service Management helps IT teams accelerate service delivery, making the processes more straightforward and at a lower cost. Some of the benefits it provides include: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.Templates of automation rules offered by Jira Service ManagementITIL-certification
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 Management 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 Management 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.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 Service Management makes sure their servers are always up and running flawlessly as there’s no room for ok.Access to the Atlassian Marketplace
Like other products from Atlassian, Jira Service Management provides its users with access to the Atlassian Marketplace. Here, they can select from hundreds of applications that they can integrate with Jira Service Management. As a result, you can easily extend the functionalities of the platform. For example, you can equip it with custom fields, project management reports, CRM functionalities, and more so that you can further streamline your operations.The top categories on Atlassian marketplace for Jira Service Management
Task Automation
Mundane tasks can eat up a good chunk of your employees’ time. Sometimes, these can cause them to overlook priority requests, damaging productivity and your bottom line. From a customer-facing perspective, this can also influence client satisfaction. To curb this, Jira Service Management comes with task automation options so that your agents can focus more on critical tasks that require more time and attention.
ITIL-certification
Keeping your team in the loop at all times is essential if you want your operations to be as efficient as possible. Luckily, Jira Service Management comes with an ITIL (Information Technology Infrastructure Library) framework. This compiles the ITSM best practices you need to observe to optimize your operations. With this at your disposal, you can provide your agents with all the information they require whenever they encounter problems, service requests, or process changes.
Incident management
Jira Service Management gives your agents tools to empower them to respond to incidents that arise quickly. For instance, built-in or custom automation rules can handle manual tasks such as escalating, assigning, or prioritizing tickets. Also, the software still works by analyzing and monitoring response activities even after an issue has been resolved. This allows you to determine which areas need improvement and tweaking.
Faster Ticket Resolution
Regarding system issues, getting to the root of the problem will allow you to curb the issue immediately and ensure that it doesn’t cause any further inconveniences on your end or on your customers’ end. To accelerate this process, Jira Service Management works seamlessly with Jira software. With this, you can immediately link your tickets to the task queue of your development team so that they can deliver solutions directly.
Enterprise-Grade Data Management
System downtime, slow internet, and several other factors can sometimes keep you from accessing your data and your service desk platform. Jira Service Management is equipped with tools like redundancy, database synchronization, and index replication. With these, you can ensure complete accessibility even during hardware failure. Moreover, it comes with disaster recovery and data backup options to ensure that your essential company data is always safe.
Improved Knowledge Bases
Thanks to its native integration with Atlassian Confluence, Jira Service Management will allow you to create a knowledge base for your company. With this, you help your agents find the answers to customer inquiries and provide solutions to clients by granting them access to your knowledge base.
Asset management
All IT assets can be tracked and linked directly from the service desk through integration with your favorite asset management app. The marketplace has many tools available to help you with that. This way, asset-related requests can be referenced, monitored, and tied inside the system.
Enhanced Collaboration
While agents often handle customer inquiries and service requests on their own, there will be times when they’ll need a little help from their fellow agents. To help you reinforce these collaborative efforts, Jira Service Management offers them a way to communicate and develop solutions. For starters, it provides increased visibility of all active tasks. It also offers a way through which agents can share their ideas to deliver their service objectives more effectively.
Service desk for mobile
Available for both iOS and Android devices, Jira Service Management offers mobile apps that let you provide excellent customer service on the go. In addition, the system makes sure you don’t miss anything relevant through its customizable push notification feature. Managing issues can be done directly from the app, allowing you to assign or transition them with just one screen swipe.
Self-service portal
Jira Service Management provides your company with a self-service portal where your personnel can find answers to the most commonly asked questions. The portal’s algorithm is also smart and accurate, showing relevant articles to the users based on their searches. If no answer is found, your employees can also submit a help request. Lastly, the portal has customizable parts you can tinker with to make it reflect your brand.
How to Get Started with Jira Service Management
The process of using Jira Service Management is pretty straightforward. Users are required to register on Atlassian's 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 Management.Overview of Jira Service Management Features
- Customer Portal
- Jira software integration
- Automation
- ITIL-ready templates
- Real-time updates, information, and collaboration
- Performance metrics
- Confluence integration
- Self-service
- Knowledge base
- Repetitive task automation
- API
- SLAs (Service Level Agreements)
- Metrics report
- Atlassian Marketplace compatibility
- CSAT reporting
- Machine learning
Technical Details
- Devices Supported: Windows, Linux, Android, iPhone/iPad, Mac, Web-based
- Deployment: Cloud Hosted, On-Premise, Open API
- Language Support: English, Chinese, German, Japanese, Spanish, French, Russian, Italian, Dutch, Portuguese, Polish, Swedish
- Pricing Model: Free, Monthly payment, One-time payment, Annual Subscription
- Customer Types: Small Businesses, Large Enterprises, Medium Businesses
Support Options
- Phone
- Live Support
- Training
- Tickets
Use Cases
Problem #1: Teams often work in silos and struggle to collaborate effectively with others.Solution: Jira Service Management is built for the DevOps era and runs on the Jira platform. Seamless integrations with Confluence, Opsgenie, and Statuspage enable teams to collaborate to fix incidents faster and confidently push changes.Problem #2: Legacy ITSM systems have their fair share of usability issues.Solution: Legacy ITSM solutions are challenging to configure, time-consuming to maintain, and unpopular with employees. Jira Service Management’s codeless setup, straightforward configuration, and templates for everyday use cases like HR and legal make it easy for any team to deliver outstanding service.Problem #3: Many help desk solutions are expensive and bloated with confusing features.Solution: Organizations struggle with expensive, clunky systems with many complicated features. Jira Service Management can be a custom fit for your team at a fraction of the cost of legacy vendors. Leverage extensive Atlassian Marketplace integrations and apps to tailor service delivery to your organization’s specific needs without the hassle and bloat of rigid ITSM solutions.Self-hosted vs Cloud instance
Jira Service Management 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)
- Small Server – One time $10 payment (up to 3 agents)
- Data Center – Up to $12,000/year (more than 250 agents)
Awards and Certification
- Capterra – Most Affordable ITSM Software
- PC Mag – Good
- FinancesOnline – Top 20 Help Desk Software
Marketplace and Integrations
When it comes to marketplace and integrations Jira Service Management 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 Management is that it has a few dedicated integration options. Among the most popular platforms, Jira Service Management supports MailChimp, Google Play, Youtube, Twitter, and Facebook.Another vital part of Jira Service Management 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.Support
When it comes to support, you can reach Jira Service Management 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 Service Management 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.Pricing
Jira Service Management employs a pretty simple, yet clever pricing system. Unlike other service desks, you pay for the number of agents individually.- Free Trial: Yes
- Cloud - Free: Free
- Cloud - Standard: $20/agent/month
- Cloud - Premium: $47/agent/month
- Cloud - Enterprise: custom quote
- 3 agents — $10 month
- 50 agents — $825 month
- 150 agents — $1975 month
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 Management Alternatives
A short list of Jira alternatives:- Zendesk
- Zoho Desk
- HappyFox
- ServiceNow
- Freshservice
- ConnectWise
- Cherwell Software
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.
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
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.
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.
Anais –
PROS: The Jira Service Management has a clean and sophisticated UI that is a cut above what others offer. Our team is very happy with the software’s capacity to split service desks into different projects. Because of this, every department has its service desk, allowing our team to have a seamless workflow and be more productive. We can also determine how well our team has been performing using nicely done standard reports for ticket statistics. There are customizations available, too. In particular, we like configuring the customer-facing portal to suit our needs to ensure that our customers have a streamlined experience. In a nutshell, Jira Service Management is a great platform that enables us to enhance our support without breaking the bank.
CONS: Though Jira Service Management’s front-end UI is beyond reproach, there are problems with its backend UI. Our service desk technicians have trouble with the ticket management and had to find a workaround by hiding information that is not relevant. Atlassian is also not very helpful regarding the instructions for setting up an external redirect using a custom URL. We had to go to the forums to find the details we needed. Moreover, the administration configurations were challenging to work with, and it took time for administrators to familiarize themselves with everything.