Jira Service Desk Reviews in June 2026: User Ratings, Pros & Cons

great for project management/software development

What do you like best? It's really easy to keep track of issues. Most of the categories you would want to track or sort by are already pre-populated. It's part of a larger suite of Atlassian products you might use. The autonotifications help with communication between a large, spread-out team. What do you dislike? There was a bit of a learning curve...I would say nothing is really intuitive. Once you get into more advanced stuff, like custom fields or managing content, it's even ...

Great service desk if you're in the Atlassian stack

What do you like best? Since we use JIRA for asset tracking & project management, it's great to be able to link issues with service desk tickets. When you use confluence, you can also link tickets to help desk articles and have them automatically populate in the portal as suggestions when submitting a ticket. What do you dislike? It requires a lot of configuration to setup. There is no customizable URL for the user portal. This is geared towards JIRA experts. Recommendations to ...

User-friendly intrface, huge potential

What do you like best? Its user friendly interface and its customizability What do you dislike? It can be unwieldy if too many add-ons are installed What problems are you solving with the product? What benefits have you realized? Putting in requests to IT

Best tool to track your and your team's progress

What do you like best? Simple, intuitive yet powerful tool. Lots of customization and integration options. What do you dislike? There is nothing to dislike. It has really great features. Recommendations to others considering the product: Best tool out there in my opinion. Try playing around with it to know more. What problems are you solving with the product? What benefits have you realized? Provides the ability to keep a track of the issues and also track the ...

JIRA Service Desk

What do you like best? Ease of use, assigning tasks, changing status What do you dislike? The filters are not impressive. It takes a long time to create queries. What problems are you solving with the product? What benefits have you realized? Challenging to learn for some one who has not worked on this before

Yira works well in a Small environment

What do you like best? Yira has measurable Sprints and reporting mechanism. What do you dislike? At times you lose track of where you are or were.....not as friendly as I thought, maybe it needs to have the correct audience since I'm in the Technical area and not so much in the Admin area. Recommendations to others considering the product: At this time, we're trying to evaluate all requirements What problems are you solving with the product? What benefits have you ...

Ticketing Tool

What do you like best? The System Dashboard is very useful for seeing cases that you have created. Also, this tool is super easy to track and comment on. What do you dislike? I do not like the search functionality. It is really all over the place. Not always easy to search. Too many filters. The user interface is wonky. Recommendations to others considering the product: There is a learning curve but pretty east to utilize. What problems are you solving with the product? ...

JIRA is a savior

What do you like best? JIRA makes it very easy to manage workarounds, problems, solutions and hot fixes for our business in one easy place that can be searched by all our CSM’s What do you dislike? Nothing, JIRA is one of the best platforms we use, it’s very easy to navigate and easy to manage What problems are you solving with the product? What benefits have you realized? Client issues, hotfixes for our software, development issues and tasks, as well as case documentation ...

Good service desk if your are doing Agile development

What do you like best? Ties in nicely to other Atlassian products for Agile development teams What do you dislike? Not as full featured as competitors like Zendesk, HEAT and Remedy. Reporting, BI and Analytics are good but not great. Recommendations to others considering the product: Good product but do a POC first so you can see how the product handles What problems are you solving with the product? What benefits have you realized? Been very successful tying our ...

Perfect tool

What do you like best? Great tool for bug life cycle and ease of use What do you dislike? Still the team need to improve the interface What problems are you solving with the product? What benefits have you realized? Bug monitoring