Atlassian is a company that made a name for itself in the enterprise software field without a sales staff. Its innovative pricing approach offers licenses for its software, whether cloud-based or on-premise, on a clearly stated fixed fee basis. Its flagship offering was JIRA, an issue tracking and code integration system for companies needing to plan, collaborate, and ship great products.
Now it also offers JIRA Service Desk, which allows IT staff to service users with powerful SLAs, custom queues, and real-time reporting. It does what service desk software is meant to do – facilitate the quick resolution of issues and challenges so that the work of the business can proceed unimpeded. The system is based on the Atlassian JIRA workflow engine, which means it’s an agile, collaborative, flexible system and knowledge base that can easily scale to meet a company’s changing needs. The system has all the basic functionalities expected, including capacity monitoring, compliance management, event logs, hardware inventory, IT budgeting, license management, patch management, remote access, scheduling, software inventory, user activity monitoring, and more. The user interface is designed with simplicity in mind, and of course interfaces seamlessly with other Atlassian applications.
Here are what users like best about JIRA:
A number of users note that the time to implement, be up and running, and handling scores if not hundreds of tickets per month with no problems is incredibly short, and that training users takes very little time, which is a testament to how easy it is to use.
Several users especially noted both the SLAs and reporting as being particularly useful.
Some companies first adopt JIRA Service Desk in order to provide support to the customers who have purchased their products. For those who already were using JIRA for product development, they seem especially pleased with the natural link that is formed between support and development.
Customers who use other Atlassian products such as Bitbucket, Confluence and HipChat are very happy with how JIRA Service Desk integrates with them.
Here are what users like least about JIRA:
Users can’t edit their tickets except by adding a comment.
Users can’t “skin” the system or some aspects of it as they would like, meaning they can’t customize it in terms of how the UI looks to them. For those who find the graphical presentation of the system lacking, this becomes a point of contention.
Others note that improvements are needed in being able to customize the SD screens and SLA functionality.
A few users have complained about running into quite a few bugs, that seem to get labeled by Atlassian as “suggestions” when they are actually problems.
A few users noted that it seems best suited to smaller companies as their first ticketing system, but that in large organizations, needed customizations become difficult to maintain.
JIRA Service Desk users are overall quite pleased with the functionality it brings to the IT table, although there are still some areas that could use improvement.