Jira Service Desk

Eenvoudige Service Desk gebouwd op Jira

4,4 /5 (257 review) Schrijf een review!

Jira Service Desk - Overzicht

Wat is Jira Service Desk?

Jira Service Desk is software voor servicebeheer die is gebouwd voor de toekomst en die IT en bedrijven verbindt en ondersteunt via een snelle, verantwoordelijke afhandeling van klantverzoeken.

Jira Service Desk is gebaseerd op de Jira-workflow-engine van Atlassian en biedt een collaboratief, agile platform en een goedkope kennisbasis die eenvoudig in te stellen en te schalen en zeer flexibel is en een krachtige maar eenvoudige gebruikerservaring biedt.

- Jira Service Desk maakt het snel en verantwoording afhandelen van klantverzoeken mogelijk.
- Alle tools die gebruikers out-of-the-box nodig hebben om hun team te ondersteunen.
- Stel geavanceerde SLA-statistieken in en rapporteer in realtime over de prestaties.
- Beschikt over een moderne, krachtige maar eenvoudige gebruikerservaring.
- Help klanten zichzelf te helpen met een slimme kennisbank voor zelfbediening.
- Het intuïtieve klantenportaal vereist geen training om te gebruiken.
- Automatiseringsregels zodat gebruikers repetitieve taken kunnen stroomlijnen en agenten meer gedaan kunnen krijgen.
- Realtime rapporten geven gebruikers en management volledige zichtbaarheid.

Jira Service Desk is gebouwd op de Jira workflow-engine, toonaangevend in Gartner's Magic Quadrant en wordt door meer dan 22.000 organisaties wereldwijd gebruikt. Jira Service Desk biedt gebruikers een moderne, flexibele servicedesk-ervaring voor zowel klanten als hun servicedesk-team. Verras klanten, verbeter de efficiëntie en bevorder de bedrijfsprestaties. Jira Service Desk integreert rechtstreeks met Jira Software - de probleembeheersoftware die wordt vertrouwd door meer dan 50.000 klanten wereldwijd.

Geef nieuwe vorm aan wat IT voor bedrijven betekent op de website van Jira Service Desk.

Jira Service Desk - Overzicht

Prijzen

Vanaf
US$ 10,00/maand

Prijsopties

Gratis proef
Abonnement
Prijs-kwaliteitverhouding

Jira Service Desk - Functies

Apparaten
Bedrijfsgrootte
K M G
Markten
Verenigde Staten van Amerika, Canada, Verenigd Koninkrijk, Australië, China en nog 4 andere, India, Japan, Duitsland, Brazilië
Ondersteunde talen
Chinees (Traditioneel), Chinees (Vereenvoudigd), Deens, Duits, Engels en nog 12 andere, Frans, Hongaars, Italiaans, Japans, Koreaans, Noors, Pools, Portugees, Russisch, Spaans, Tjechisch, Zweeds

Media

Customer Portal
Jira Service Desk & Jira Software integration - Issue linking
Agent queues and mobile app
Automation Rules
Issue Types
Request Form
SLA's
Advanced SLA Settings
Advanced Reporting with Custom Date Ranges
Jira Service Desk-video Jira Service Desk-video Schermopname van Jira Service Desk: Customer Portal Schermopname van Jira Service Desk: Jira Service Desk & Jira Software integration - Issue linking Schermopname van Jira Service Desk: Agent queues and mobile app Schermopname van Jira Service Desk: Automation Rules Schermopname van Jira Service Desk: Issue Types Schermopname van Jira Service Desk: Request Form Schermopname van Jira Service Desk: SLA's Schermopname van Jira Service Desk: Advanced SLA Settings Schermopname van Jira Service Desk: Advanced Reporting with Custom Date Ranges

Jira Service Desk reviews

Jira Service Desk reviews

Totaalscore
4,4
/
5
Uitstekend
135

Zeer goed
91

Gemiddeld
23

Slecht
5

Erg slecht
3

Prijs-kwaliteitverhouding
4,2
Functies
4,3
Gebruiksgemak
4,2
Klantenondersteuning
4,3
88% heeft deze app aanbevolen
Josemaria G.

From the Trusted Atlassian

In a crowded space for helpdesk apps, Jira Service Desk stood out because of the company that backs it up, its family of related apps and, the current integrations with existing third-party apps out there. Jira SD is well worth trying out.


Vertalen met Google
Chirag S.

Efficient service desk for companies small, medium or large

Prior to using Jira Service Desk, were using a combination of Excel and SharePoint with workflows. We couldn't get great reports. It was hard to customize. Workflows broke without a reason because, you know, it's SharePoint. And the entire process of serving customers was dead slow. We brought in Jira Service Desk as a test bed. Within 2 hours, we were testing and customers were putting in tickets. While we used most of the default settings, the value we were generating was way beyond we ever had. Then, we set up SLAs and watch reports for a few days. We were able to see everything we wanted - who reported the issue, when, what was the priority, how many comment exchanges happened, how much time did we spend, did we meet SLAs, what was the solution, etc. Fast forward 2 years. We are now able to create strategies to service internal and external customers better based on the data from Jira. It has helped us go from making gut-feel decisioning to data-centric decisioning. Good data wins debates. Jira helped us with good data.

We are also utilizing Jira's excellent searching, dashboarding and API functionality to feed data to other systems and drive changes beyond just customers.


Vertalen met Google
Geverifieerde reviewer

Great Service Desk for Human Resources

Jira has transformed our 12-person HR department. We can now easily track incoming requests, are not reliant on email for communication, can create canned responses for consistency and efficiency, and we have the ability to operate 100% paperlessly.


Vertalen met Google
Angel S.

Cannot Manage Our Own Users

JIRA customer support has been extremely unhelpful. Several tickets and requests have been issued (from several customers) in their customer portal with no response or solutions offered.


Vertalen met Google
José A.

one of the ticket holders that I recommend

My experience has been a test and rehearsal since, as mentioned, sometimes I understood certain things but others became a little difficult to understand and it is not because there is no documentation, there is a lot, but very watered down.
but little by little and I have been understanding the things that I need.
This has made it easier to serve customers very quickly in their incidents, which in other traditional media would take longer and take time.
There is also evidence of the ticket in case the client wants to see the follow-up of her case


Vertalen met Google
Josemaria G.
Sector: E-learning
Bedrijfsgrootte: 51-200 werknemers
Vertalen naar het Nederlands
Vertalen naar het Nederlands

From the Trusted Atlassian

Dagelijks 1-5 maanden lang gebruikt
Beoordeeld op 8-4-2019
Bron van de reviewer: Capterra

In a crowded space for helpdesk apps, Jira Service Desk stood out because of the company that backs it up, its family of related apps and, the current integrations with existing third-party apps out there. Jira SD is well worth trying out.

Pluspunten

From the same company of my favorite and trusted apps like Trello and Jira... We then gave Jira Service Desk a try. The user interface has a modern look and feel and is intuitive enough even for a novice user or admin. It has a pretty standard set of tools to run your usual IT Helpdesk and Support roles straight out of the box (Incident management, Problem, Change, SLA management, etc.). In fact, you can set up your helpdesk well within an hour (of course not counting the per company nitty-gritty). Default setup works, but it's also super customizable based on your company needs. The Dashboard has all the at-a-glance metrics, statistics and graphs to keep you up to speed with the overall status.

Again, coming from Atlassian, it has a ton of possibilities in terms of integration with other apps. I feel the constant stream of dev improvements and updates.

Minpunten

Even though I mentioned that the third party apps can be easily integrable, we find the documentation for creating one's own integration apps a bit lacking. Also, the creation of tickets can be more streamlined or simplified (perhaps with the minimum number of fields and button clicks) to make it easier or faster to create and then further details can follow.

Scoreverdeling

Gebruiksgemak

Waarschijnlijkheid van aanbeveling: 9.0/10

Chirag S.
Sector: Verzekeringen
Bedrijfsgrootte: 51-200 werknemers
Vertalen naar het Nederlands
Vertalen naar het Nederlands

Efficient service desk for companies small, medium or large

Dagelijks 1+ jaar lang gebruikt
Beoordeeld op 14-2-2020
Bron van de reviewer: Capterra

Prior to using Jira Service Desk, were using a combination of Excel and SharePoint with workflows. We couldn't get great reports. It was hard to customize. Workflows broke without a reason because, you know, it's SharePoint. And the entire process of serving customers was dead slow. We brought in Jira Service Desk as a test bed. Within 2 hours, we were testing and customers were putting in tickets. While we used most of the default settings, the value we were generating was way beyond we ever had. Then, we set up SLAs and watch reports for a few days. We were able to see everything we wanted - who reported the issue, when, what was the priority, how many comment exchanges happened, how much time did we spend, did we meet SLAs, what was the solution, etc. Fast forward 2 years. We are now able to create strategies to service internal and external customers better based on the data from Jira. It has helped us go from making gut-feel decisioning to data-centric decisioning. Good data wins debates. Jira helped us with good data.

We are also utilizing Jira's excellent searching, dashboarding and API functionality to feed data to other systems and drive changes beyond just customers.

Pluspunten

Jira Service Desk was very easy to get started with. You could literally sign up for it and begin using it within an hour. Ticketing system is very customizable and powerful. Customers can be added in bulk and customers can sign up for entering issues. We were able to create different projects (or service queues) so that customers could send requests for IT help, or administrative help, or help with projects. Each such project/queue had different fields. Metrics are all built into the software, so we can know how often Service Level Agreements were breached, who breached them etc. The sheer amount of customizability is a joy. However, without discipline and thoughtfulness, it is very easy to customize it the wrong way.

Minpunten

We feel that the price point could be lower and the speed could be a little faster. Atlassian has made improvements with speed. If a company had 5 people manning different queues and the issue volume is low, the cost would be ~1500/year for those 5 users. So, it would may not be cost effective for a small company that is watching their costs closely. We also felt that a Wiki is not built in. So, if a common solution needs to documented that spans multiple tickets, there's no way to do so. We could buy Confluence from Atlassian for an additional cost.

Scoreverdeling

Prijs-kwaliteitverhouding
Gebruiksgemak
Klantenondersteuning

Waarschijnlijkheid van aanbeveling: 10.0/10

Geverifieerde reviewer
Sector: Bankwezen
Bedrijfsgrootte: 501-1.000 werknemers
Vertalen naar het Nederlands
Vertalen naar het Nederlands

Great Service Desk for Human Resources

Dagelijks 1+ jaar lang gebruikt
Beoordeeld op 9-10-2020
Bron van de reviewer: Capterra

Jira has transformed our 12-person HR department. We can now easily track incoming requests, are not reliant on email for communication, can create canned responses for consistency and efficiency, and we have the ability to operate 100% paperlessly.

Pluspunten

Jira is extremely customizable, scalable, and easy to implement when compared with other SD platforms. Out of the box, it can be used as a tool to track incoming requests, however, paired with the thousands of compatible plugins, it is unparalleled. Jira SD has allowed our HR team to take our daily operations to the next level, transitioning antiquated, clunky paper processes into a 100% paperless experience.

Minpunten

My only complaint is when custom fields are added, you have to update every field configuration you have, individually. This is extremely time-consuming when adding multiple custom fields in an effort to create "forms" within Jira.

Scoreverdeling

Prijs-kwaliteitverhouding
Gebruiksgemak
Klantenondersteuning

Waarschijnlijkheid van aanbeveling: 10.0/10

Angel S.
Sector: Luchtvaart(maatschappijen)
Bedrijfsgrootte: 1.001-5.000 werknemers
Vertalen naar het Nederlands
Vertalen naar het Nederlands

Cannot Manage Our Own Users

Dagelijks 1+ jaar lang gebruikt
Beoordeeld op 17-5-2019
Bron van de reviewer: SoftwareAdvice

JIRA customer support has been extremely unhelpful. Several tickets and requests have been issued (from several customers) in their customer portal with no response or solutions offered.

Pluspunten

I loved this software when we first implemented. We were able to mass upload our users, use custom user IDs, set their passwords, and link their email address through a simple file upload. We were also able to change their email addresses, and edit their names as needed.

Minpunten

Over time, JIRA has made changes to the service that have led us to terminate our service. We are no longer able to edit anything but our users full name. We cannot change their email addresses to meet business needs, nor can we assign them a user ID - instead having to incorporate their ID into their name in order for us to find them in the system the service desk was designed for.

Scoreverdeling

Prijs-kwaliteitverhouding
Gebruiksgemak
Klantenondersteuning

Waarschijnlijkheid van aanbeveling: 0.0/10

José A.
Sector: Programmaontwikkeling
Bedrijfsgrootte: 2-10 werknemers
Vertalen naar het Nederlands
Vertalen naar het Nederlands

one of the ticket holders that I recommend

Dagelijks 1-5 maanden lang gebruikt
Beoordeeld op 10-10-2020
Bron van de reviewer: Capterra

My experience has been a test and rehearsal since, as mentioned, sometimes I understood certain things but others became a little difficult to understand and it is not because there is no documentation, there is a lot, but very watered down.
but little by little and I have been understanding the things that I need.
This has made it easier to serve customers very quickly in their incidents, which in other traditional media would take longer and take time.
There is also evidence of the ticket in case the client wants to see the follow-up of her case

Pluspunten

What I liked is the intuitive system of being able to provide a client with a ticket of some incidence of their software, in a very easy way for the client to understand, with templates and sending emails, this makes it much easier for clients and fast alert of incoming tickets make this tool very good in its support team, also project management, assigned tasks graphically

Minpunten

What I liked the least is that there is a learning curve a bit long to understand what you need from the tool since the tutorials are good but you can get lost in them with so many things that some contain instead of focusing on what you need

Scoreverdeling

Prijs-kwaliteitverhouding
Gebruiksgemak
Klantenondersteuning

Waarschijnlijkheid van aanbeveling: 7.0/10

Gebruikersaanbeveling
8,4/10
Gebaseerd op 257 gebruikersscores
Vergelijk gebruikersaanbevelingen met alternatieven
Vergelijk met alternatieven

Prijzen van Jira Service Desk

Prijzen van Jira Service Desk

Vanaf
US$ 10,00/maand
Gratis proef
Abonnement
Prijs-kwaliteitverhouding
Prijs-kwaliteitverhouding
4,2/5
Gebaseerd op 257 gebruikersscores
Vergelijk scores voor prijs-kwaliteitverhouding met alternatieven
Vergelijk met alternatieven

Jira Service Desk - Functies

Jira Service Desk - Functies

API
Aanpasbare branding
Activiteitendashboard
Automatische meldingen
Beheer van supporttickets
Bewaking
CRM-integratie
Chatten
Communicatie via meerdere kanalen
E-mailintegratie
Enquêtes en feedback
Instant Messaging
Integratie van derden
Integratie van sociale media
Kennisbankbeheer
Rapportage en statistieken
Realtime controle
Waarschuwingen / Escalatie
Workflowbeheer
Zelfserviceportal
Functies
4,3/5
Gebaseerd op 257 gebruikersscores
Vergelijk functiescores met alternatieven
Vergelijk met alternatieven

Categorieën

Jira Service Desk - Veelgestelde vragen

Jira Service Desk - Veelgestelde vragen

Hieronder zie je enkele veelgestelde vragen over Jira Service Desk.

V. Welke prijsmodellen heeft Jira Service Desk te bieden?

Jira Service Desk kent de volgende prijsmodellen:

Vanaf: US$ 10,00/maand

Prijsmodel: Abonnement

Gratis proef: Beschikbaar

V. Wat zijn de voornaamste functies van Jira Service Desk?

We hebben geen informatie over functies van Jira Service Desk

V. Wat zijn de typische gebruikers van Jira Service Desk?

Jira Service Desk heeft de volgende typische klanten:

Klein bedrijf, Grote ondernemingen, Non-profit, Middelgroot bedrijf

V. Welke talen worden door Jira Service Desk ondersteund?

Jira Service Desk ondersteunt de volgende talen:

Chinees (Traditioneel), Chinees (Vereenvoudigd), Deens, Duits, Engels, Frans, Hongaars, Italiaans, Japans, Koreaans, Noors, Pools, Portugees, Russisch, Spaans, Tjechisch, Zweeds

V. Welke prijsmodellen heeft Jira Service Desk te bieden?

Jira Service Desk kent de volgende prijsmodellen:

Abonnement

V. Biedt Jira Service Desk ondersteuning voor mobiele apparaten?

Jira Service Desk ondersteunt de volgende apparaten:

Android, iPhone, iPad

V. Met welke andere apps kan Jira Service Desk worden geïntegreerd?

Jira Service Desk kan worden geïntegreerd met de volgende toepassingen:

Amity, Anypoint Platform, BigPanda, Calamari, Cayzu, Help Desk Migration, Jira, Monitis, Workato, xMatters

V. Welke mate van ondersteuning heeft Jira Service Desk te bieden?

Jira Service Desk biedt de volgende ondersteuningsopties:

Veelgestelde vragen, Forum, Kennisbank, Online ondersteuning, Telefonische ondersteuning, Video-instructies