Jira Service Management
En savoir plus sur Jira Service Management
Jira Service Desk est un logiciel de gestion de services conçu pour l'avenir qui relie l'informatique et le support à votre entreprise grâce à une résolution rapide et transparente des demandes des clients.
Basé sur le moteur de flux de travail Jira d'Atlassian, Jira Service Desk propose une plateforme collaborative et flexible, une base de connaissances à faible coût, facile à configurer et modulable, très souple et doté d'une expérience utilisateur puissante.
- Jira Service Desk rend la résolution des demandes des clients rapide et transparente.
- Tous les outils préconfigurés dont vous avez besoin pour lancer votre équipe.
- Configurez des métriques SLA avancées et générez des rapports sur les performances en temps réel.
- Offre une expérience utilisateur moderne et puissante.
- Aidez vos clients à s'aider eux-mêmes avec une base de connaissances intelligente et en libre-service.
- Le portail client intuitif ne nécessite aucune formation.
- Les règles d'automatisation vous permettent de rationaliser les tâches répétitives et vos agents peuvent en faire plus.
- Les rapports en temps réel vous donnent une visibilité complète à vous et à la direction.
Jira Service Desk est basé sur le moteur de flux de travail Jira, un des leaders du Magic Quadrant de Gartner et est utilisé par plus de 22 000 organisations à travers le monde. Jira Service Desk vous offre une expérience de centre de service moderne et flexible pour les clients et votre équipe de centre de service. Vous ravirez vos clients, améliorerez votre efficacité et stimulerez les performances de votre entreprise. Jira Service Desk s'intègre directement à Jira Software, le logiciel de gestion des problèmes auquel font confiance plus de 50 000 clients dans le monde.
Remodélisez le département informatique au sein de votre entreprise ; visitez https://www.atlassian.com/software/jira/service-desk.
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Fonctionnalités
Nombre total de fonctionnalités pour Jira Service Management : 53
- API
- Alertes et remontée des problèmes
- Alertes par e-mail
- Analyse du service client
- Analyse en temps réel
- Audit
- Champs personnalisables
- Commentaires
- Contrôle du processus d'approbation
- Distribution automatique des leads
- Enquêtes et feedback
- Espace de travail collaboratif
- Filtre de contenu
- Fonctionnalité de recherche
- Formulaires personnalisables
- Gestion de l'assistance téléphonique
- Gestion de la configuration
- Gestion des SLA
- Gestion des changements
- Gestion des flux de travail
- Gestion des incidents
- Gestion des problèmes
- Gestion des ressources
- Gestion des tickets de support
- Gestion des tâches
- Hiérarchisation
- Importation et exportation de données
- Intégration CRM
- Intégration de tiers
- Intégration des e-mails
- Intégration des médias sociaux
- Intégration mobile
- Modèles personnalisables
- Notifications automatiques
- Outils de collaboration
- Piste d'audit
- Planification automatisée
- Portail client
- Portail des employés
- Portail employés
- Portail libre-service
- Prise en charge de plusieurs langues
- Rapports administratifs
- Rapports en temps réel
- Rapports et statistiques
- Rapports personnalisables
- Rapports sur la productivité
- Rapports sur les performances
- Segmentation de la clientèle
- Stratégie de marque personnalisable
- Suivi des tickets d'assistance
- Vues filtrées
- Widgets
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Avis
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- Secteur d'activité: E-learning
- Taille de l'entreprise: 51-200 employés
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Provenance de l'avis
Note globale
- Simplicité d'utilisation
- Probabilité de recommander le produit 9.0 /10
From the Trusted Atlassian
Publié le 08/04/2019
In a crowded space for helpdesk apps, Jira Service Desk stood out because of the company that backs...
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.
Avantages
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.
Inconvénients
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.
- Secteur d'activité: Divertissement
- Taille de l'entreprise: 501-1 000 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
Powerful and Capable, but easy to over complicate things
Publié le 07/11/2020
Initial setup can be complex but it can also be super powerful if you are able to configure it...
Initial setup can be complex but it can also be super powerful if you are able to configure it properly. It's visual scripting and workflow tool is really capable and easy to learn
Avantages
Its flexibility. It's a simple statement, I agree, and you're probably reading this wondering why I'm being so vague. But JIRA software is a bit hard to summarize simply because it's just so flexible. There's no "correct" way to use it.
It's rest API is pretty powerful too and very easy to extend Jira to "integrate" with 3rd party applications that doesn't have an official Jira integration.
Inconvénients
Creating workflows can easily become very confusing and you can easily break how your projects in Jira work if you aren't careful. With every Jira production license you also get a free dev license so that you can set up an isolated dev/staging environment. This is invaluable and highly recommended. The downside is that there is no easy way to migrate any of your changes from dev to production. But there are 3rd party plugins for that.
- Secteur d'activité: Services financiers
- Taille de l'entreprise: 201-500 employés
- Logiciel utilisé tous les jours pendant plus d'un an
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 0.0 /10
Do all - do nothing
Publié le 13/01/2021
Do you want a tool that does 1000 tasks but all of those tasks are 10% of what you need? GET THIS...
Do you want a tool that does 1000 tasks but all of those tasks are 10% of what you need? GET THIS TOOL.
Do you want a tool that has a million different customizations, yet none are what you want and everything is wrongly done? Get it !
Sure it's """cheap""" but with all the time you loose, not worth it.
BTW, that 24/7 support, yeah, no, does not exist.
Avantages
Well here's a tool that does everything, SD, incidents, KB, alerts, yes, it does a bit or everything.
Inconvénients
It's awfull at doing things good. The new projects are barely compatible with new solutions, incidents and request are not configured correctly and can hardly be put in the same ticketing catalog. No advanced roadmaps (premium feature) in next gen projects. Automations are bad, tickets custom fields are sometimes not uderstood by the automation.
- Secteur d'activité: Musique
- Taille de l'entreprise: 501-1 000 employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
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Provenance de l'avis
Note globale
- Simplicité d'utilisation
- Probabilité de recommander le produit 9.0 /10
A great option for on-site ICT service desk management
Publié le 23/07/2019
Overall we are very happy with Jira Service Desk; it has allowed us to provide a higher level of...
Overall we are very happy with Jira Service Desk; it has allowed us to provide a higher level of support to users than our previous service desk, and non-profit pricing was very beneficial for us. The software is usable in its default setup but we have found that there is still plenty of customisation that can be done if needed to suit more complex requirements.
Avantages
I find the UI of Jira Service Desk very clean and modern compared to other service desks software on the market. Included with the service desk is a customisable user-facing portal for users to raise tickets in, which proved very popular with staff when raising tickets alongside traditional email tickets. Due to the way Jira splits service desks into different projects, we were able to create service desks for other departments in the organisation which helped improve productivity and workflow. There are some very useful and well-designed default reports included for ticket statistics (which can be used to keep management happy!). We found the default setup of Jira Service Desk fit our needs very well, but it is very easy to customise ticket workflows and other features to suit more complex needs.
Inconvénients
For a service desk technician using Jira Service Desk the back-end UI for managing tickets can be a little overwhelming, however this can be fixed by editing the default workflows for tickets to hide not required information and details. The administration settings are somewhat unintuitively set out for system administrators, but once you get to grips with the layout it becomes easy enough to find what you need from the settings page. We found the instructions on the Atlassian website for setting up an external redirect with a custom URL in IIS a little sparse on detail, but a quick trip to the Atlassian forums cleared up any queries we had with the process.
- Secteur d'activité: Assurance
- Taille de l'entreprise: 51-200 employés
- Logiciel utilisé tous les jours pendant plus d'un an
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
Efficient service desk for companies small, medium or large
Publié le 14/02/2020
Prior to using Jira Service Desk, were using a combination of Excel and SharePoint with workflows....
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.
Avantages
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.
Inconvénients
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.
Jira Service Management - FAQ
Voici quelques-unes des questions fréquentes sur Jira Service Management.Q. Quels sont les types de licence disponibles pour Jira Service Management ?
Types de licences disponibles pour Jira Service Management :
- À partir de: 20,00 $US/mois
- Type de licence: Gratuit, Abonnement
- Essai gratuit: Disponible
Q. Quelles sont les principales fonctionnalités du logiciel Jira Service Management ?
Nous n'avons pas d'informations sur les fonctionnalités de Jira Service Management.
Q. Qui utilise Jira Service Management ?
Utilisateurs habituels du logiciel Jira Service Management :
PME, Grandes entreprises, À but non lucratif, Entreprises de taille moyenne
Q. Dans quelles langues Jira Service Management est-il disponible ?
Langues dans lesquelles Jira Service Management est disponible :
allemand, anglais, chinois (simplifié), chinois (traditionnel), coréen, danois, espagnol, français, hongrois, italien, japonais, norvégien, polonais, portugais, russe, suédois, tchèque
Q. Jira Service Management prend-il en charge les appareils mobiles ?
Appareils pris en charge par Jira Service Management :
Android, iPhone, iPad
Q. Avec quelles applications Jira Service Management peut-il s'intégrer ?
Applications s'intégrant à Jira Service Management :
Amity, Anypoint Platform, BigPanda, Calamari, Cayzu, Help Desk Migration, Jira, Monitis, Workato, xMatters
Q. Quelles sont les ressources d'aide disponibles pour Jira Service Management ?
Ressources d'aide disponibles pour Jira Service Management :
FAQ, Forum, Base de connaissances, Support en ligne, Tutoriels vidéo
Catégories connexes
Consultez toutes les catégories de logiciels trouvées pour Jira Service Management.
- Outils de gestion d'incidents
- Logiciels DevOps
- Logiciels de conduite du changement
- Logiciels de service client
- Logiciels hotline et d'assistance téléphonique
- Outils ITSM (IT Service Management)
- Logiciels de prise en main à distance
- Logiciels de gestion des ressources informatiques
- Logiciels de suivi des problèmes
- Logiciels de gestion de parc informatique
- Logiciels de bug tracking
- Logiciels de gestion des services informatiques
- Logiciels de gestion des plaintes
- Logiciels de gestion de projet informatique
- Logiciels pour centres de services