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Jira Service Desk Review

Jira Service Desk OUR SCORE 88%
starting price $10
our score 88%
free trial
  1. What is Jira Service Desk
  2. Product Quality Score
  3. Main Features
  4. List of Benefits
  5. Technical Specifications
  6. Available Integrations
  7. Customer Support
  8. Pricing Plans
  9. Other Popular Software Reviews

What is Jira Service Desk?

Are you a business looking for a full-featured service desk platform for IT Service Management (ITSM) and customer service? Jira Service Desk is exactly what you need. This software delivers end-to-end service to customers, allowing IT teams to align their approaches to business goals and objectives. Jira Service Desk makes it easy for employees to both request for help and also find answers on their own, whether it’s about something basic or as complex as complete ITIL-compliant service management. Employees can look through a customizable portal filled with answers to their questions, constantly refined through machine learning. Ticket routing and severity notifications are automated. Jira Service Desk’s collaborative design also makes it perfect for agile virtual teams. Jira Service Desk works seamlessly with Jira Software, enabling IT teams to optimize the support and development they provide and quickly resolve bugs and issues. An embedded widget that offers in-context assistance also allows for speedier responses to customer concerns. Some of the key features that make Jira Service Desk stand out from other platforms include the automation of repetitive tasks and the building of a knowledge base. The system also allows for metrics reporting, real-time collaboration, and SLA deliveries. It has a mobile platform as well that provides the same set of functionalities for ambulatory use. Because of its open-sourced street cred, multiple businesses use Jira Service Desk as their primary software development issue tracking tool.

Product Quality Score

Ease of use
Customer support
Value for money

Jira Service Desk features

Main features of Jira Service Desk are:

  • Customer Portal
  • Performance Metrics
  • Confluence integration
  • Self-service
  • Knowledgebase
  • JIRA Software Integration 
  • Automation
  • CSAT reporting
  • Machine learning
  • API
  • SLAs (Service Level Agreements)
  • Metrics report
  • ITIL-ready templates
  • Repetitive task automation
  • Atlassian Marketplace compatible
  • Real-time updates, information, and collaboration

Jira Service Desk Benefits


The main benefits of Jira Service Desk are its technology-enabled practices that allow you to provide excellent customer service, which ultimately attracts new customers and retains existing ones. There are multiple benefits to businesses if they decide to use Jira Service Desk, read more here for the details:

With Jira Service Desk, customers can contact your company either by phone, email, or chat. They can also request assistance from the community or find answers on their own in your extensive knowledge base. With this self-service technology, they can still get answers to their questions even if there is no live support available. Jira Service Desk also enables businesses to make improved and educated decisions by providing them with relevant data.

Other benefits Jira Service Desk has for IT and service teams include:

Automation of recurring tasks

Jira Service Desk frees up your team from repetitive tasks. You can do this by setting up an automation workflow that lightens your team’s workload so they can focus on solving more crucial issues.

ITIL-certified service desk

Jira Service Desk works with an ITIL (Information Technology Infrastructure Library) framework, which means your team is following a set of best practices that will ensure they achieve successful ITIL operations. Jira Service Desk software will be an invaluable help to your team in the areas of change, incident, problem, and service request management.

Jira Software integration

Because of its seamless integration with Jira Software, Jira Software Desk users can easily link IT tickets to the dev team backlog. It allows them to identify and address the root cause of a problem and in turn draft an immediate solution and prevent further escalation.

Enterprise-ready data center

There’s no danger of losing data or access with Jira Service Desk. Index replication and database synchronization ensure that unexpected hardware failures pose no threat, while node clusters that increase capacity ensure that there are no downtimes and additional licensing fees. Data is also secured behind a firewall.

Building Knowledge Base

Jira Service Desk’s integration with Atlassian Confluence allows your team to build a self-service knowledge base that your customers can use on their own. All you need to have are knowledge base authors and centralized support documentation

Real-time collaboration

Because Jira Service Desk is a single platform, collaboration among your team members is quick and effective. Ideas and insights are communicated better and result in better delivery of your business objectives.

Atlassian Marketplace compatibility

Jira Service Desk is compatible with 350 apps on the Atlassian Marketplace. With this much app compatibility, you can easily use asset management tools, surveys, and CRM to expand and boost your service.

Technical Specifications

Devices Supported

  • Web-based
  • iOS
  • Android
  • Desktop

Customer types

  • Small business
  • Medium business
  • Enterprise

Support Types

  • Phone
  • Online

Jira Service Desk Integrations

The following Jira Service Desk integrations are currently offered by the vendor:

Multiple business systems and applications can easily integrate with Jira Service Desk. Check them out below:

  • HipChat
  • Zendesk
  • Insight
  • Freshservice
  • Confluence
  • ERPM
  • Balsamiq
  • Azuqua
  • Amity
  • Bomgar
  • Kelverion
  • Zephyr
  • Salesforce
  • Tasktop Sync
  • HappyFox
  • JEMH
  • Gliffy
  • GitHub


Customer Support


Pricing Plans

Jira Service Desk pricing is available in the following plans:

Free trial
Starts at $10
Starts at $12,000/year