Jira Service Desk

About Jira Service Desk

Jira Service Desk is an ITSM and IT service desk software, empowering organizations to deliver high-quality service experiences to their clients and employees in real-time. It acts as a high-velocity service request management tool, enabling enterprises to configure a self-service portal, make use of conversational ticketing and deliver exceptional services as well. With features like incident management, request management, asset management, knowledge management and collaboration between IT operations teams and development teams, the software ensures query resolution in real-time. Further, organizations can trust Jira Service Desk to empower their IT operations teams to take better actions and minimize risks by providing more valuable contextual knowledge. The platform features a variety of asset management tools, helping users monitor inventories, track ownerships and take care of lifecycles as well. Moreover, enterprises get to gain more visibility into their IT infrastructures operating various critical services and applications leveraging the configuration management tools featured by the software.

Screenshots & Videos

Pricing

Free Trial Available
Starts at $19.44. Offers Free-forever and Custom plan.
View Detailed Pricing

SW Score Breakdown The SW Score breakdown shows individual score for product features.Read more

Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

98%
Reviews

100%
Momentum

74%
Popularity

68%

Platforms Supported

Browser Based (Cloud)
Desktop App (Windows, Mac)

Organization Types Supported

All (Small, Medium, Large)

API Support

Available

Modes of Support

Online

Jira Service Desk Features

Show Feature Explanation

Show Missing Features

Service Desk Features

Features: The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

98%

Unique Features

AI Assistant

AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more.

Multi-Channel Communication

Helps in receiving queries and offering help through multiple channels

Customizable Branding

This feature enables the customization of brand marketing to meet specific requirements and preferences.

Self Service Portal

Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions

Standard Features

Walk-up Experience

Allows users to receive in-person IT support without prior appointments, similar to a tech bar or help kiosk. Includes digital queue management, real-time status updates, and personalized service.

Request Management

Helps handle user requests for information, access, or standard services (such as password resets or software installations). It streamlines fulfillment through automated workflows and self-service options.

Problem Management

Identifies and addresses the root causes of recurring incidents. Focuses on preventing future issues by analyzing trends, documenting known errors, and implementing long-term solutions.

Prioritization

Arrange the list of activities, incidents, and tasks based on their relative importance

Change Management

Make coordinated changes during the product's lifecycle and accomplish alterations even after finalization of designs.

Mobile Access

Allows accessing the software and product/service related information from a mobile device

Reporting (Analytics)

Provides insightful reports and important business metrics to track and measure the outcomes and progress.

Incident Management

Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future

Macros (Templated Responses)

It helps to store, create, and send pre-written responses to maintain the flow of the conversation.

Ticket Management

Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved

Surveys & Feedback

Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback

Knowledge Base

Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs.

Contract (SLA Management)

Helps to manage, automating and organizing important aspects concerning a service-level agreement

Automated Routing

It helps in automatically directing queries and data to the appropriate agent.

Alerts (Escalation)

Helps to route critical tickets to the boss or in-house experts and alerting against them when such come

Multi-language Support

Available in multiple languages to support global customers

Asset Management

Manages the entire lifecycle of the physical assets of your organization

CMDB

Configuration Management Database (CMDB) is a database with an in-depth view of configuration items (CI), attributes, incidents and performance throughout its lifecycle.

Remote Access

Permits users to access applications and files, whether traveling or working remotely away from the office or home network.

Help Desk Features

AI Assistant

AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more.

IT Asset Management

Helps to automate the full IT lifecycle of software and hardware assets on a single platform

Incident Management

Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future

Social Media Integration

Enables integrating the software with social media for better reach and coverage

Multi-Channel Communication

Helps in receiving queries and offering help through multiple channels

Macros (Templated Responses)

It helps to store, create, and send pre-written responses to maintain the flow of the conversation.

Document Storage

Helps in storing the documents electronically and in a systematic way

Customizable Branding

This feature enables the customization of brand marketing to meet specific requirements and preferences.

Ticket Management

Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved

Surveys & Feedback

Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback

Known Issue Management

Helps to tackle and to manage familiar issues or routine challenges

Knowledge Base

Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs.

Contract (SLA Management)

Helps to manage, automating and organizing important aspects concerning a service-level agreement

Automated Routing

It helps in automatically directing queries and data to the appropriate agent.

Alerts (Escalation)

Helps to route critical tickets to the boss or in-house experts and alerting against them when such come

Self Service Portal

Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions

Multi-language Support

Available in multiple languages to support global customers

Live Chat

Allows you to instantly communicate with your customers and/or exchange chat messages online

Multi-brand Help desk

Allows to manage multiple support portals on a single platform by offering product differentiation and branding features

Community Forums

Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company

Jira Service Desk Pricing

Free Trial

Available

Pricing Options

Freemium ( Limited Features )

Premium Plans ( Subscription / Quotation Based )

Pricing Plans

MONTHLY YEARLY

Free Free

Free Forever for 3 Agents

Features

Templates for ITSM, Customer Service, HR, and More
Alerts, On-call Schedules, and Incident Template
Multi-channel Support, Including Customer Portal, Email, and Chat
Work Intake through Customizable Forms, Workflows, and Queues
Embedded Knowledge Base
Support From Atlassian Community

Standard $19.44 $23.80 per month

For Team Size: 1 Agent

$23.80 Per Agent Per Month Billed Monthly

$19.44 Per Agent Per Month Billed Annually

$700 Per Year (Agent Tier: 1 - 3)

$18,750 Per Year (Agent Tier: 51 - 100)

Based Upon the Number of Agents, the Pricing Plan Varies

Features

Includes Features of Free Plan, Plus
Custom-branded Help Center
Unlimited Email Notifications
Audit Logs and Multi-region Data Residency
Up to 20,000 Agents and Unlimited Customers
9/5 Regional Support

Premium $44.44 $53.30 per month

For Team Size: 1 Agent

$53.30 Per Agent Per Month Billed Monthly

$44.44 Per Agent Per Month Billed Annually

$1,600 Per Year (Agent Tier: 1 - 3)

$47,500 Per Year (Agent Tier: 51 - 100)

Based Upon the Number of Agents, the Pricing Plan Varies

Features

Includes Features of Standard Plan, Plus
Rovo Agents, Search and Chat, for AI-powered Service and Operations
Virtual Service Agent
Asset and Configuration Management
Advanced Incident and Problem Management
Change Management
Deployment Gating with CI/CD Tools
Advanced Alert Integrations and Incident Investigation
Real-time Incident Monitoring
24/7 Support for Critical Issues
99.9% Uptime SLA

Enterprise Custom

Enterprise Plan Pricing is Available when Enter 201 or More Agents Above

Features

Includes Features of Premium Plan, Plus
Cross-product Insights with Atlassian Analytics and Data Lake
Advanced Admin Controls and Security
Enterprise-grade Identity and Access Management
Unlimited Automations
Multiple Sites (up to 150)
24/7 Support for all Issues
99.95% Uptime SLA

Screenshots of Vendor Pricing Page

Disclaimer: The pricing details were last updated on 15/05/2025 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

Learn more about Jira Service Desk Pricing

Jira Service Desk Alternatives

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85% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

Jira Service Desk Reviews

User Rating

4.2/5 (Based on 1,399 Ratings)

Rating Distribution

Excellent
34.5%
Very Good
48%
Average
16.8%
Poor
0.7%
Terrible
0.1%

User Sentiments

User Friendly Interface, Extensive Customization Options, Efficient Ticket Management, Seamless Integrations with other Atlassian Products

Occasional Performance Issues/Slow Loading Times, Steep Learning Curve, Limited Reporting Functionality, Complex Configuration

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Review Summary

Jira Service Desk garners praise for its user-friendly interface, customizable features, and seamless integration with other Atlassian products. Users appreciate its robust automation capabilities, extensive reporting options, and the ability to create flexible workflows. Many reviewers highlight the platform's ease of use, even for non-technical users, and its ability to streamline IT service management processes. However, some users mention occasional performance issues and limited customization options for certain features. Overall, Jira Service Desk is a popular choice for businesses seeking a comprehensive and scalable ITSM solution.

Pros

Excellent for tracking and managing service requests and support tickets.
Streamlined customer support processes and improved efficiency.

Cons

Limited customization options, making it difficult to adapt to specific business needs.
The user interface can be complex and overwhelming for some users.

Jira Service Desk Reviews

AI-Generated from the text of User Reviews

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