Jira Service Desk - Présentation

Description du logiciel Jira Service Desk

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.

Jira Service Desk - Présentation

Prix

À partir de
10,00 $US/mois

Types de licence

Essai gratuit
Abonnement
Rapport qualité-prix

Jira Service Desk - Fonctionnalités

Appareils
Pour quelle entreprise ?
TPE PME GE
Disponible dans les pays suivants
États-Unis, Canada, Royaume-Uni, Australie, Chine et 4 autres, Inde, Japon, Allemagne, Brésil
Langues
chinois (simplifié), chinois (traditionnel), tchèque, danois, anglais et 12 autres, français, allemand, hongrois, italien, japonais, coréen, norvégien, polonais, portugais, russe, espagnol, suédois

Media

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

Jira Service Desk - Avis

Jira Service Desk - Avis

Note globale
4,4
/
5
Excellent
133

Très bien
90

Moyen
22

Médiocre
5

Mauvais
3

Rapport qualité-prix
4,2
Fonctionnalités
4,3
Simplicité d'utilisation
4,2
Support client
4,3
88% des utilisateurs recommandent cette application
Peter W.

Powerful but confusing ticket manager

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.


Traduire avec Google Translate
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.


Traduire avec Google Translate
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.


Traduire avec Google Translate
Utilisateur vérifié

A great option for on-site ICT service desk management

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.


Traduire avec Google Translate
Chris F.

Ok start, missing some key features

We have a ticket workflow for IT, so things are being tracked now.


Traduire avec Google Translate
Peter W.
Secteur d'activité: Enseignement supérieur
Taille de l'entreprise: 501-1 000 employés
Traduire en français

Powerful but confusing ticket manager

Logiciel utilisé toutes les semaines pendant plus de deux ans
Publié le 28/06/2019
Provenance de l'avis : GetApp

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.

Avantages

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.

Inconvénients

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 8.0/10

Chirag S.
Secteur d'activité: Assurance
Taille de l'entreprise: 51-200 employés
Traduire en français

Efficient service desk for companies small, medium or large

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 14/02/2020
Provenance de l'avis : 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.

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 10.0/10

Angel S.
Secteur d'activité: Compagnies aériennes/Aéronautique
Taille de l'entreprise: 1 001-5 000 employés
Traduire en français

Cannot Manage Our Own Users

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 17/05/2019
Provenance de l'avis : 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.

Avantages

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.

Inconvénients

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 0.0/10

Utilisateur vérifié
Secteur d'activité: Musique
Taille de l'entreprise: 501-1 000 employés
Traduire en français

A great option for on-site ICT service desk management

Logiciel utilisé tous les jours pendant 6 à 12 mois
Publié le 23/07/2019
Provenance de l'avis : Capterra

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.

Note détaillée

Simplicité d'utilisation

Probabilité de recommander le produit: 9.0/10

Chris F.
Secteur d'activité: Énergies renouvelables et environnement
Taille de l'entreprise: 13-50 employés
Traduire en français

Ok start, missing some key features

Logiciel utilisé tous les jours pendant 1 à 5 mois
Publié le 14/10/2019
Provenance de l'avis : Capterra

We have a ticket workflow for IT, so things are being tracked now.

Avantages

Integration with other Atlassian products. Allowed us to start tracking IT issues and requests without having to bring on yet another tool.

Inconvénients

Would like to be able to more effectively roll out custom support portals for our users, but no native support for custom URLs makes this more difficult. It's too easy for customers to browse around and find portals for other customers.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation

Probabilité de recommander le produit: 5.0/10

Recommandation utilisateur
8,4/10
Basé sur 253 avis utilisateurs
Comparatif avec les logiciels similaires : recommandation utilisateur
Comparer avec les alternatives

Jira Service Desk - Prix

Jira Service Desk - Prix

À partir de
10,00 $US/mois
Essai gratuit
Abonnement
Rapport qualité-prix
Rapport qualité-prix
4,2/5
Basé sur 253 avis utilisateurs
Comparatif avec les logiciels similaires : rapport qualité-prix
Comparer avec les alternatives

Jira Service Desk - Fonctionnalités

Jira Service Desk - Fonctionnalités

API
Alertes et remontée des problèmes
Chat
Communication multicanal
Enquêtes et feedback
Gestion de la base de connaissances
Gestion des flux de travail
Gestion des tickets de support
Intégration CRM
Intégration de tiers
Intégration des e-mails
Intégration des médias sociaux
Messagerie instantanée
Monitoring
Notifications automatiques
Prise en charge de plusieurs langues
Rapports et statistiques
Stratégie de marque personnalisable
Surveillance en temps réel
Tableau de bord d'activités
Fonctionnalités
4,3/5
Basé sur 253 avis utilisateurs
Comparatif avec les logiciels similaires : note sur les fonctionnalités
Comparer avec les alternatives

Catégories

Jira Service Desk - FAQ

Jira Service Desk - FAQ

Voici quelques-unes des questions fréquentes sur Jira Service Desk.

Q. Quels sont les types de licence disponibles pour Jira Service Desk ?

Types de licences disponibles pour Jira Service Desk :

À partir de: 10,00 $US/mois

Type de licence: Abonnement

Essai gratuit: Disponible

Q. Quelles sont les principales fonctionnalités du logiciel Jira Service Desk ?

Nous n'avons pas d'informations sur les fonctionnalités de Jira Service Desk.

Q. Qui utilise Jira Service Desk ?

Utilisateurs habituels du logiciel Jira Service Desk :

PME, Grandes entreprises, À but non lucratif, Entreprises de taille moyenne

Q. Dans quelles langues Jira Service Desk est-il disponible ?

Langues dans lesquelles Jira Service Desk est disponible :

chinois (simplifié), chinois (traditionnel), tchèque, danois, anglais, français, allemand, hongrois, italien, japonais, coréen, norvégien, polonais, portugais, russe, espagnol, suédois

Q. Quels sont les types de licence disponibles pour Jira Service Desk ?

Types de licences disponibles pour Jira Service Desk:

Abonnement

Q. Jira Service Desk prend-il en charge les appareils mobiles ?

Appareils pris en charge par Jira Service Desk :

Android, iPhone, iPad

Q. Avec quelles applications Jira Service Desk peut-il s'intégrer ?

Applications s'intégrant à Jira Service Desk :

Amity, Anypoint Platform, BigPanda, Calamari, Cayzu, JIRA, Monitis, WorkOtter, Workato, xMatters

Q. Quelles sont les ressources d'aide disponibles pour Jira Service Desk ?

Ressources d'aide disponibles pour Jira Service Desk :

FAQ, Forum, Base de connaissances, Support en ligne, Support téléphonique, Tutoriels vidéo