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
allemand, anglais, chinois (simplifié), chinois (traditionnel), coréen et 12 autres, danois, espagnol, français, hongrois, italien, japonais, norvégien, polonais, portugais, russe, suédois, tchèque

Médias

Customer Portal
Jira Service Desk & Jira Software integration - Issue linking
Agent queues and mobile app
Automation Rules
Issue Types
Request Form
SLA's
Advanced SLA Settings
Advanced Reporting with Custom Date Ranges
Vidéo de Jira Service Desk Vidéo de Jira Service Desk 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
135

Très bien
91

Moyen
23

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
Josemaria G.

From the Trusted Atlassian

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.


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
Utilisateur vérifié

Great Service Desk for Human Resources

Jira has transformed our 12-person HR department. We can now easily track incoming requests, are not reliant on email for communication, can create canned responses for consistency and efficiency, and we have the ability to operate 100% paperlessly.


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
José A.

one of the ticket holders that I recommend

My experience has been a test and rehearsal since, as mentioned, sometimes I understood certain things but others became a little difficult to understand and it is not because there is no documentation, there is a lot, but very watered down.
but little by little and I have been understanding the things that I need.
This has made it easier to serve customers very quickly in their incidents, which in other traditional media would take longer and take time.
There is also evidence of the ticket in case the client wants to see the follow-up of her case


Traduire avec Google Translate
Josemaria G.
Secteur d'activité: E-learning
Taille de l'entreprise: 51-200 employés
Traduire en français
Traduire en français

From the Trusted Atlassian

Logiciel utilisé tous les jours pendant 1 à 5 mois
Publié le 08/04/2019
Provenance de l'avis : Capterra

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.

Note détaillée

Simplicité d'utilisation

Probabilité de recommander le produit: 9.0/10

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

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

Great Service Desk for Human Resources

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 09/10/2020
Provenance de l'avis : Capterra

Jira has transformed our 12-person HR department. We can now easily track incoming requests, are not reliant on email for communication, can create canned responses for consistency and efficiency, and we have the ability to operate 100% paperlessly.

Avantages

Jira is extremely customizable, scalable, and easy to implement when compared with other SD platforms. Out of the box, it can be used as a tool to track incoming requests, however, paired with the thousands of compatible plugins, it is unparalleled. Jira SD has allowed our HR team to take our daily operations to the next level, transitioning antiquated, clunky paper processes into a 100% paperless experience.

Inconvénients

My only complaint is when custom fields are added, you have to update every field configuration you have, individually. This is extremely time-consuming when adding multiple custom fields in an effort to create "forms" within Jira.

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
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

José A.
Secteur d'activité: Développement de programmes
Taille de l'entreprise: 2-10 employés
Traduire en français
Traduire en français

one of the ticket holders that I recommend

Logiciel utilisé tous les jours pendant 1 à 5 mois
Publié le 10/10/2020
Provenance de l'avis : Capterra

My experience has been a test and rehearsal since, as mentioned, sometimes I understood certain things but others became a little difficult to understand and it is not because there is no documentation, there is a lot, but very watered down.
but little by little and I have been understanding the things that I need.
This has made it easier to serve customers very quickly in their incidents, which in other traditional media would take longer and take time.
There is also evidence of the ticket in case the client wants to see the follow-up of her case

Avantages

What I liked is the intuitive system of being able to provide a client with a ticket of some incidence of their software, in a very easy way for the client to understand, with templates and sending emails, this makes it much easier for clients and fast alert of incoming tickets make this tool very good in its support team, also project management, assigned tasks graphically

Inconvénients

What I liked the least is that there is a learning curve a bit long to understand what you need from the tool since the tutorials are good but you can get lost in them with so many things that some contain instead of focusing on what you need

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 7.0/10

Recommandation utilisateur
8,4/10
Basé sur 257 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 257 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
Portail libre-service
Rapports et statistiques
Stratégie de marque personnalisable
Surveillance en temps réel
Tableau de bord d'activités
Fonctionnalités
4,3/5
Basé sur 257 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 :

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

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, Help Desk Migration, Jira, Monitis, 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