Jira Service Desk Funktionen, Bewertungen & Alternativen

Jira Service Desk

Ein wunderschön einfacher, auf JIRA basierender Service Desk

4.4/5 (188 Bewertungen)

Jira Service Desk Übersicht

JIRA Service Desk ist eine Service-Management-Software, die IT mit Deinem Unternehmen verknüpft mithilfe schneller, verantwortungsvoller Lösungen für Kundenanfragen. Basierend auf der Atlassian JIRA Workflow-Maschine, bietet JIRA Service Desk eine kollaborative, agile Plattform und Wissensbasis, die kostengünstig, einfach einzurichten und skalierbar sowie sehr flexibel ist und über eine kraftvolle und einfache Benutzererfahrung verfügt. Gib IT eine neue Bedeutung in Deinem Unternehmen.

Preis

Beginnt ab
$10/Monat
Preisoptionen
Kostenlose Testversion
Abonnement
Preis-Leistungs-Verhältnis

Geräte

Unternehmensgröße

K
M
G

Märkte

Asien, Australien, Brasilien, Kanada, China und 5 weitere , Europa, Deutschland, Indien, Japan, Lateinamerika

Unterstützte Sprachen

Chinesisch (vereinfacht), Chinesisch (traditionell), Tschechisch, Dänisch, Englisch und 12 weitere , Französisch, Deutsch, Ungarisch, Italienisch, Japanisch, Koreanisch, Norwegisch, Polnisch, Portugiesisch, Russisch, Spanisch, Schwedisch

Jira Service Desk Bewertungen

Gesamtbewertung
4.4/5
87% Positive Bewertungen
97
Ausgezeichnet
67
Sehr gut
21
Durchschnitt
1
Gering
2
Schlecht
Mit Google übersetzen

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

Täglich für 6-12 Monate genutzt
Bewertet am 21.8.2018
Quelle der Bewertung: Capterra

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.

Vorteile

- 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.

Nachteile

- 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.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote

6.0/10
Mit Google übersetzen

Highly customizable and integrates well with the Atlassian ecosystem

Täglich für Mehr als 2 Jahre genutzt
Bewertet am 23.8.2017
Quelle der Bewertung: Capterra

Customization, integrations, workflows, SLAs

Vorteile

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.

Nachteile

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.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote

10.0/10
Mit Google übersetzen

Unlike others, doesn't need complex configuration

Täglich für Mehr als 2 Jahre genutzt
Bewertet am 29.7.2018
Quelle der Bewertung: Capterra

With the help of Service Desk we get feedback from users about the bugs they find in the product. As the result, we fix them really fast. By adding fields that users need to add while submitting bug, we decrease time that is needed to reproduce bug or clarify the issue. Also, we can communicate with user directly if needed.
At the same time user can always get back and see status of ticket they submitted.
Also, it says a lot when you see Atlassian using its own product and using it really well.

Vorteile

When you use this application as an addition to JIRA, it is a great tandem. I adviced my company to use Service Desk when we were discussing how to receive bugs and ad-hoc requests. We are using this application fro several years and we do not think about changing it.

Nachteile

The only bad point that I can mention about Service Desk is its price. A lot of clients I worked with complained about it. They manage really carefully the number of users that are Agents (users you actually pay for), and get really upset if they were not carefull enough and their bill was higher then they expected.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote

10.0/10
Mit Google übersetzen

Dig Deep Before Buying

Täglich für 6-12 Monate genutzt
Bewertet am 23.10.2018
Quelle der Bewertung: Capterra

It has solved some of our immediate business needs out-of-the-box or with moderate configuration effort. But as a full solution it is missing a handful of simple, but crucial, features. It definitely "feels" like a second version. It needs a third.

Vorteile

JSD is relatively intuitive and easy to learn without needing tons of documentation. Initial pricing is attractive. A decent plugin community fills some gaps, but be expected to pay on top of the initial JSD pricing.

Nachteile

Many "obvious" features are either missing or do not work as expected.

For example: in many cases, once an internal user is added to an issue, they no longer receive notification about internal comments. This is completely unintuitive, unexpected, and has caused many people frustration: https://jira.atlassian.com/browse/JSDSERVER-3410

Another example: Email traffic about an issue is *always* public. Do not allow your staff to reply to JSD's emails as customers will also get emailed a copy! https://jira.atlassian.com/browse/JSDCLOUD-3499

The worst part is, despite there being a few years' of discussion, and new comments added monthly by newly-affected JSD customers, Atlassian has no comments on the issues.

In some cases a plugin (more $) can help, but in some cases even the plugin manufacturers can't help as JSD doesn't expose enough info in their plugin API.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
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Kundenbetreuung

Weiterempfehlungsquote

5.0/10
Mit Google übersetzen

Excellent for big projects.

Täglich für Mehr als 2 Jahre genutzt
Bewertet am 12.3.2018
Quelle der Bewertung: SoftwareAdvice

A very compelta application, useful for small and large teams, but more thought for the big ones, allows you to have a complete follow-up of your project, apply agile methodologies and correct errors and have a record of them, it is excellent, use it and you will like it!!

Vorteile

Jira has very useful tools for managing projects, in my opinion you exploit its advantages when they are big teams, its main advantage is the follow-up to the development and progress of the projects, the errors that arise during the development process and the management operational, it helps you see more, to improve development times and correct errors for your next project, also has free trials so you can enjoy its benefits.

Nachteile

The truth is that it is a very complete program, but I think your biggest benefit is when you are big projects, if you are a small team I think other tools will be better suited, besides the price is a bit high.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote

7.0/10

Jira Service Desk Preis

Beginnt ab
$10/Monat
Preisoptionen
Kostenlose Testversion
Abonnement
Preis-Leistungs-Verhältnis

Jira Service Desk Funktionen

  • API
  • Anpassbare Vorlagen
  • Automatische Benachrichtigungen
  • Berichterstattung und Statistik
  • CRM-Integration
  • E-Mail-Integration
  • Integration von Dritten
  • Kundenspezifisches Branding
  • Priorisierung
  • Social-Media-Integration
  • Ticket-Management
  • Umfragen & Feedback
  • Wissensdatenbank
  • Workflow-Management
  • Überwachung

  • Aktivitäts-Dashboard
  • Chat
  • Kontakt-Historie
  • Multi-Channel-Kommunikation
  • Sofortnachrichten

Zusätzliche Informationen für Jira Service Desk

Schlüssel-Features von Jira Service Desk

  • 1000+ Add-ons
  • Anpassbare Warteschlangen
  • Bereitgestellt von JIRA
  • Einfacher Import von Daten aus anderen Systemen
  • Erweiterte SLA
  • Erweiterte Sicherheit und Verwaltung
  • Hervorragende Service Desk Best Practices
  • Integration mit flexiblen REST APIs
  • Intuitive Benutzeroberfläche
  • Leistungsstarke Suche und Filter
  • Leistungsstarke Suchfunktionen
  • Mobile Schnittstelle
  • OnDemand oder gehosted
  • SLA-Sichtbarkeit
  • Schöne Email-Benachrichtigungen
  • Self Service
  • Unbegrenzte benutzerdefinierte Felder
  • automatisierte Triage

Jira Service Desk Häufig gestellte Fragen

Weiter unter folgen häufig gestellte Fragen über Jira Service Desk.

F. Welche Preispläne bietet Jira Service Desk an?

Jira Service Desk bietet folgende Kostenpläne an:

Beginnt ab: $10/Monat

Preismodell: Abonnement

Kostenlose Testversion: Verfügbar

F. Was sind die Hauptfunktionen von Jira Service Desk?

Jira Service Desk bietet die folgenden Funktionen:

  • 1000+ Add-ons
  • Erweiterte SLA
  • Erweiterte Sicherheit und Verwaltung
  • automatisierte Triage
  • Schöne Email-Benachrichtigungen
  • Anpassbare Warteschlangen
  • Einfacher Import von Daten aus anderen Systemen
  • Integration mit flexiblen REST APIs
  • Intuitive Benutzeroberfläche
  • Mobile Schnittstelle
  • OnDemand oder gehosted
  • Bereitgestellt von JIRA
  • Leistungsstarke Suche und Filter
  • Leistungsstarke Suchfunktionen
  • SLA-Sichtbarkeit
  • Self Service
  • Hervorragende Service Desk Best Practices
  • Unbegrenzte benutzerdefinierte Felder

F. Wer sind die typischen Nutzer von Jira Service Desk?

Jira Service Desk hat die folgenden typischen Kunden:

Großunternehmen, Mittlere Unternehmen, Non-Profit, Kleine Unternehmen

F: Welche Sprachen werden von Jira Service Desk unterstützt?

Jira Service Desk unterstützt die folgenden Sprachen:

Chinesisch (vereinfacht), Chinesisch (traditionell), Tschechisch, Dänisch, Englisch, Französisch, Deutsch, Ungarisch, Italienisch, Japanisch, Koreanisch, Norwegisch, Polnisch, Portugiesisch, Russisch, Spanisch, Schwedisch

F. Welche Preispläne bietet Jira Service Desk an?

Jira Service Desk hat folgende Preismodelle:

Abonnement

F. Unterstützt Jira Service Desk mobile Geräte?

Jira Service Desk unterstützt die folgenden Geräte:

Android, iPhone, iPad

F. Mit welchen anderen Applikationen integriert Jira Service Desk?

Jira Service Desk kann in folgende Anwendungen integriert werden:

Amity, Anypoint Platform, BigPanda, Calamari, Cayzu, JIRA Software, Monitis, WorkOtter, Workato, xMatters

F. Welche Varianten der Kundenbetreuung bietet Jira Service Desk an?

Jira Service Desk bietet folgende Optionen für Kundensupport:

Häufig gestellte Fragen, Forum, Wissensdatenbank, Online-Support, Telefon-Support, Video-Anleitungen