Wer verwendet Jira Service Desk?

IT-Teams. Wachsende Unternehmen, die sich davon abwenden wollen, E-Mails für den Kundensupport zu verwenden, sondern eine Lösung suchen, die schnell umgesetzt werden kann und die Systeme konsolidiert, indem sie eine einzige Plattform für die ganze IT verwendet.

Was ist Jira Service Desk?

JIRA Service Desk ist eine neue Service-Management-Software, die IT- und Business-Teams tatsächlich gerne benutzen. Aufgebaut auf Atlassians JIRA, dem Marktführer, der Teams dabei hilft, ihre Arbeit zu erledigen. JIRA Service Desk liefert eine mühelose Service-Erfahrung, passt sich deinen Bedürfnissen an, zu einem Bruchteil der Kosten und Bereitstellungszeit seiner Mitbewerber.

Jira Service Desk – Details

Atlassian

https://www.atlassian.com

Gegründet 2002

Jira Service Desk – Preisübersicht

Jira Service Desk ist verfügbar ab 10,00 $/Monat. Jira Service Desk bietet keine Gratisversion, aber eine kostenlose Testversion. Weitere Preisinformationen für Jira Service Desk findest du unten.

Startpreis

10,00 $/Monat
Preisinformationen

Kostenlose Version

Nein

Gratis Testen

Einsatz

Installiert - Mac

Cloud, SaaS, Web

Installiert - Windows

Training

Live Online

Webinare

Dokumentation

Kundenbetreuung

Online

Jira Service Desk Funktionen

Beschwerdemanagement Software

Der Softwareanbieter hat diese Information nicht vervollständigt.

Automatisiertes Routing
Dokumentenspeicher
E-Mail-Integration
Echtzeit-Chat
IT-Asset-Management
Kundenspezifisches Branding
Management von Dienstgütevereinbarungen (SLA)
Multi-Channel-Kommunikation
Netzwerküberwachung
Self-Service Portal
Ticket-Management
Verfolgung von Interaktionen
Warnungen / Eskalation
Wissensbasis-Management
Bedarfsmanagement
Beschaffungsmanagement
Compliance-Verfolgung
Instandhaltungsmanagement
Inventarverwaltung
Konfigurationsmanagement
Kostennachverfolgung
Lieferanten-Management
Vertrags-/Lizenz-Management
Wirtschaftsprüfung-Management
Compliance Management
Inventarverwaltung
Kapazitätsmanagement
Korrektur-Management
Lizenzmanagement
Remote-Zugriff/-Kontrolle
Wartungsplanung
Zugriffskontrollen/Berechtigungen
Überprüfung von Vorfällen

Der Softwareanbieter hat diese Information nicht vervollständigt.

IT-Asset-Management
Release-Management
Self-Service Portal
Service-Katalog
Serviceberichterstattung
Störfallmanagement
Ticket-Management
Vertragsmanagement
Wissensmanagement
Konfigurationsmanagement
Problem-Management
Projektmanagement
Self-Service Portal
Störfallmanagement
Verfolgen von Vermögensanlagen
Verfügbarkeit-Management
Versions- und Bereitstellungsmanagement
Vertrags-/Lizenz-Management
Veränderungsmanagement
Aufgabenmanagement
Aufgabenmanagement
Dashboard
Eskalationsmanagement
Problemplanung
Projektmanagement
Wiederkehrende Probleme
Wissensbasis-Management
Überprüfung von Vorfällen

Der Softwareanbieter hat diese Information nicht vervollständigt.

Der Softwareanbieter hat diese Information nicht vervollständigt.

Der Softwareanbieter hat diese Information nicht vervollständigt.

Jira Service Desk – Nutzerbewertungen

Zeigt 5 von 248 Nutzerbewertungen

Gesamt
4.4/5
Benutzerfreundlichkeit
4.2/5
Kundenservice
4.3/5
Funktionen
4.3/5
Preis-Leistungs-Verhältnis
4.2/5

Powerful but confusing ticket manager

Bewertet am 28.6.2019
Peter W.
Web Developer
Hochschulbildung, 501-1.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
Quelle: GetApp
5/5
Gesamt
4/5
Benutzerfreundlichkeit
4/5
Eigenschaften & Funktionalitäten
4/5
Kundenbetreuung
2/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: Once we got our heads around the rather clunky and busy UI we've realized just how useful JIRA is.
It's now the Universities ticket manager of choice and is used by every member of support staff.
No other ticket manager (that we've found) comes close to the features offered by JIRA.

Vorteile: JIRA offers a huge amount of features, from simple support tickets to project workflow planning.
Our method of project management (agile) works brilliantly with this, we're able to assign work in 'Sprints' that match our real working week.
The ability to link JIRA with other 3rd party applications is excellent, we've integrated it with our content management system and QA / testing software.
The wide use of JIRA makes communicating with other organisations much easier, most support companies are at least registered here.

Nachteile: The pricing is rather expensive, its not too much of a problem for a large institution such as ours, but for smaller businesses this may be too much.
The user-interface and general layouts really aren't intuitive, for a new user it takes a while to get their head around the various features and processes. It took a few weeks for even the more experienced developers to get used to it.

Efficient service desk for companies small, medium or large

Bewertet am 14.2.2020
Chirag S.
CITO
Versicherung, 51-200 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Quelle des Nutzers 
5/5
Gesamt
5/5
Benutzerfreundlichkeit
5/5
Eigenschaften & Funktionalitäten
3/5
Kundenbetreuung
5/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: 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.

Vorteile: 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.

Nachteile: 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.

Best on premise

Bewertet am 19.11.2019
Andrea C.
ICT Solutions
Freizeit, Reisen & Tourismus, 201-500 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Quelle des Nutzers 
4/5
Gesamt
3/5
Benutzerfreundlichkeit
5/5
Eigenschaften & Funktionalitäten
3/5
Kundenbetreuung
4/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: 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.

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

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

Cannot Manage Our Own Users

Bewertet am 17.5.2019
Angel S.
LMS Systems Analyst
Fluggesellschaften/Luftfahrt, 1.001-5.000 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Quelle des Nutzers 
Quelle: SoftwareAdvice
2/5
Gesamt
1/5
Benutzerfreundlichkeit
1/5
Eigenschaften & Funktionalitäten
1/5
Kundenbetreuung
2/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: 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.

Vorteile: 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.

Nachteile: 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.

The best Ticket System

Bewertet am 31.1.2020
Angelo C.
Software engineer
Computer-Software, 51-200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
Quelle: GetApp
5/5
Gesamt
5/5
Benutzerfreundlichkeit
5/5
Eigenschaften & Funktionalitäten
5/5
Kundenbetreuung
5/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: My favourite tool for really big software projects.

Vorteile: Jira is mighty and comes in play when you have really big software projects.
You are able to customise every workflow, and easy manage you projects.
Also you can connect it to other Atlassian products and monitor your progress.

Nachteile: Jira is quite expensive and not to easy to use. So you have to really dig in deep to understand the workflows