Service Desk Management – How Does JIRA Service Desk Stack Up?

In Service Desk Management, Atlassian are a relatively new player – can they compete?

How Does JIRA Service Desk Stack Up?

When we broke the news of JIRA Service Desk 2.0 shortly after the Summit keynote there was a lot of fanfare. “Finally,” “About time” and “they’ve finally got the pricing model that works” were just some of the comments we received on social media.

Changing the pricing model a year after an initial release is never easy but Atlassian’s decision to change to an agent-based pricing model has been applauded by many commentators, including us.

So have Atlassian nailed it with JIRA Service Desk (JSD)? Can they compete in the aggressively competitive and innovative service desk management industry? Let’s explore some of the important stuff.

User Experience

One thing that Atlassian have nailed down is user experience. The user interface for JSD is slick and intuitive and, like Zendesk, it is customisable.

This can either be done through the tool itself or, for something more custom, you can outsource to an Expert.

One area that many service desk management solutions often fall over in is simplicity – avoiding the clutter and keeping the UI clean. This is something JSD were keen to avoid and, like Kayako, have ensured the UI is stripped back with necessary features at the finger tips of the user.

Administration

Those familiar to the Atlassian stack will be immediately familiar with JIRA Service Desk. Indeed one of the most powerful benefits of JSD is its integration with other Atlassian tools like Confluence and, of course, JIRA.

Perhaps JIRA Service Desk’s strongest attribute is customisability. Roles, permissions, issue types, status, workflow, reports – all customised to the way you and your organisation like to work. On top of that there are 1,400+ add-ons and integrations for further tailoring.

Finally, unlike Zendesk and ServiceNow, JSD is available behind the firewall and on the cloud; often a concern for the Enterprise.

Management/SLAs

We feel that Service Desk Managers will be pleased by the level of advanced reporting and analysis that can be gleaned from the platform.

SLA management is also simple with JIRA Service Desk. JSD ships with a few pre-configured SLA metrics to cover some of the most common IT requirements. You can also modify them or create custom SLA metrics to reflect the SLAs you use in your business.

Customers that have spoken to us about migrating to JSD have bemoaned their current providers’ clunky interface, lack of reporting metrics and dashboard capabilities. With JSD users get powerful reporting out of the box and the capability to delve deeper.

Price

Since changing the pricing model, Atlassian’s JSD is now one of the most cost-effective solutions on the market.

With JIRA Service Desk you can get started from as little as $10 a month but most organisations are looking at $25 per agent a month. You’ll also need to factor in the price of JIRA license, but this is only for agents, not customers.

Jira Service desk

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Trial JIRA Service Desk

Clearvision can set up a free trial of JIRA Service Desk and answer questions you might have about the platform. Simply contact us today or email us directly at enquiries@clearvision-cm.com.

We can also procure JSD licenses and help with installation, configuration and support – just let us know what you need!

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