¿Quién utiliza este software?

Los equipos de TI y soporte que buscan un software de centro de atención con todas las funciones, fácil de usar y de configurar, desarrollado en la plataforma JIRA a una fracción del costo de los competidores.

Valoración media

244 opiniones
  • En general 4.4 / 5
  • Facilidad de uso 4.2 / 5
  • Atención al cliente 4.3 / 5
  • Funcionalidades 4.3 / 5
  • Relación calidad-precio 4.2 / 5

Detalles del producto

  • Precio inicial 10,00 US$/mes
    Ver precios
  • Versión gratuita No
  • Prueba gratis Sí, consigue una prueba gratuita
  • Implementación Instalado: Mac
    En la nube, SaaS, web
    Instalado: Windows
  • Formación En directo en línea
    Seminarios web
    Documentación
  • Asistencia En línea

Datos del proveedor

  • Atlassian
  • https://www.atlassian.com
  • Fundada en 2002

Sobre Jira Service Desk

JIRA Service Desk está calificado como el software de ITSM más popular y asequible.

Basado en el software JIRA de Atlassian, líder del mercado en ayudar a los equipos a realizar su trabajo, JIRA Service Desk hace que a tus clientes les resulte fácil obtener ayudar, es simple de usar para los agentes y administradores y representa solo una fracción del costo y el tiempo de configuración de los competidores.

Funciones de Jira Service Desk

  • Auditoría de problemas
  • Gestión de alzadas
  • Gestión de asignaciones
  • Gestión de la base de conocimiento
  • Gestión de proyectos
  • Gestión de tareas
  • Panel de comunicaciones
  • Problemas recurrentes
  • Programación de incidencias
  • Gestión de configuración
  • Gestión de contratos o licencias
  • Gestión de incidentes
  • Gestión de la disponibilidad
  • Gestión de problemas
  • Gestión de proyectos
  • Gestión de publicaciones e implementaciones
  • Gestión del cambio
  • Portal de autoservicio
  • Seguimiento de activos
  • Gestión de adquisiciones
  • Gestión de auditorías
  • Gestión de configuración
  • Gestión de contratos o licencias
  • Gestión de inventarios
  • Gestión de proveedores
  • Gestión de requisitos
  • Gestión del mantenimiento
  • Seguimiento de costes
  • Seguimiento de la conformidad
El proveedor no ha rellenado esta información.
El proveedor no ha rellenado esta información.
El proveedor no ha rellenado esta información.
  • Alertas y alzada
  • Almacenamiento de documentos
  • Chat en tiempo real
  • Comunicación multicanal
  • Creación de marca personalizable
  • Enrutamiento automatizado
  • Gestión de SLA (Service Level Agreement)
  • Gestión de la base de conocimiento
  • Gestión de recursos informáticos
  • Gestión de tickets
  • Integración de correo electrónico
  • Portal de autoservicio
  • Seguimiento de interacciones
  • Supervisión de redes
El proveedor no ha rellenado esta información.
El proveedor no ha rellenado esta información.
  • Acceso remoto
  • Elaboración de presupuestos de TI
  • Gestión de la conformidad
  • Gestión de licencias
  • Gestión de parches
  • Inventario de hardware
  • Inventario de software
  • Programación
  • Registros de eventos
  • Supervisión de actividad de usuarios
  • Supervisión de capacidades
  • Catálogo de servicios
  • Creación de informes de servicio
  • Gestión de contratos
  • Gestión de incidentes
  • Gestión de recursos informáticos
  • Gestión de tickets
  • Gestión de versiones
  • Gestión del conocimiento
  • Portal de autoservicio

Las opiniones más útiles de Jira Service Desk

A great option for on-site ICT service desk management

Publicado el 23/7/2019
Usuario verificado
ICT Systems Coordinator
Música, 501-1000 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña 
5/5
En general
5 / 5
Facilidad de uso
4 / 5
Características y funcionalidades
Asistencia técnica
Relación calidad-precio
Probabilidad de recomendación:
Muy baja Muy alta

Comentarios: 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.

Puntos a favor: 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.

Contras: 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.

JSD has a lot to offer, but requires a lot to learn

Publicado el 21/8/2018
Jack P.
Software Support Specialist
Software informático, 51-200 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña 
4/5
En general
4 / 5
Facilidad de uso
4 / 5
Características y funcionalidades
2 / 5
Asistencia técnica
3 / 5
Relación calidad-precio
Probabilidad de recomendación:
Muy baja Muy alta

Comentarios: 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.

Puntos a favor: - 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.

Contras: - 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.

Highly customizable and integrates well with the Atlassian ecosystem

Publicado el 23/8/2017
Justin alex P.
Technology Consultant
Software informático, 201-500 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña 
4/5
En general
4 / 5
Facilidad de uso
4 / 5
Características y funcionalidades
5 / 5
Asistencia técnica
5 / 5
Relación calidad-precio
Probabilidad de recomendación:
Muy baja Muy alta

Comentarios: Customization, integrations, workflows, SLAs

Puntos a favor: 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.

Contras: 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.

Best on premise

Publicado el 19/11/2019
Andrea C.
ICT Solutions
Ocio, viajes y turismo, 201-500 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña 
4/5
En general
3 / 5
Facilidad de uso
5 / 5
Características y funcionalidades
3 / 5
Asistencia técnica
4 / 5
Relación calidad-precio
Probabilidad de recomendación:
Muy baja Muy alta

Comentarios: 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.

Puntos a favor: - High Control
- Wide choices of features
- Confluence Integration
- Very rich suite of addons on premise version...

Contras: - ...which requires extra costs
- Some features are too basic and pretty much requires addons
- Learning Curve for admin requires effort

Best ticket system

Publicado el 7/9/2019
Robert K.
Producer, Media Production Group
Producción audiovisual, 5001-10.000 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña 
4/5
En general
5 / 5
Facilidad de uso
5 / 5
Características y funcionalidades
Asistencia técnica
4 / 5
Relación calidad-precio
Probabilidad de recomendación:
Muy baja Muy alta

Comentarios: 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.

Puntos a favor: 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.

Contras: 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.

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