Jira Service Desk Software Review for 2022

Overview Presentation

Jira Service Desk Logo

Jira Service Desk is an IT service desk and ticketing software that can run on the cloud or be self-managed in customer premises. It is a fully featured service management solution that connects IT, developers, HR, legal, facilities, and other business teams, as well as customers internal and external. Built on Jira’s workflow engine, it provides a central place for employees or customers to ask for help, to report incidents, or to request for new services. It also integrates with many Atlassian and third-party apps, and is easy to set up.

Features, Benefits, Product Strengths

  • ITIL-certified Service DeskJira Service Desk follows ITIL best practices as a full-featured service desk solution. More than just a help desk that usually focuses on break-fix or incident management, this platform serves as a single point of contact between service providers and their users. It manages incidents but also service requests, and handles communication with users. The software is also PinkVERIFY, which is an internationally recognized ITSM tool suite assessment service.
  • Smart, Easy, and Expandable – This service desk software allows users to discover helpful information by themselves. Machine learning intelligently recommends the right service. It also learns from every interaction, so it is able to provide the right answers as it gets smarter. It has preconfigured IT and customer service templates, suggested business process and automation rules, and built-in email support, so users do not have to spend for expensive consultants or worry about complicated contracts. The software can be easily linked to Jira Software for more straightforward collaboration between IT and developers. Users can add Confluence for automated knowledge base suggestions, or connect it to an asset management tool to reference, track, and tie requests with assets directly from the service desk software.
  • Automation, Customization, API, Mobile Apps, and more – Jira Service Desk has automation features, so agents can focus on solving the more important incidents and requests. It is compatible with hundreds of apps on the Atlassian Marketplace, enabling users to customize their solution to address unique requirements. They can also build custom add-ons with its REST API and open platform. Native mobile apps run on the iOS and Android platforms, so teams can deliver great service to their customers even while on the go.


Jira Service Desk cloud pricing is based on a per agent or user pricing. An agent works on tickets and communicate directly with customers. For up to 3 agents, users pay a monthly fee of $10. From 4 up to 15 agents, the price per agent is $20, or a total of $80 for the team. The price per agent decreases as the size of the team increases. For self-managed options, a one-time fee of a Server edition for 50 agents is $16,500. The Data Center edition for 50 agents cost $12,000 per year. A free trial period of 7 days is offered for the cloud versions, while a 30-day free trial period is offered for self-managed versions.

Jira Service Desk Pricing

Social Network Presence

Target Market

Jira Service Desk is for teams and companies of all sizes that require a service management solution to help their employees and customers.

Supported Language

Supports English, Czech, Danish, French, German, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Chinese (Simplified), and Chinese (Traditional).

Some of their Clients

Clients include Square, Sotheby’s, Domino’s, Puppet, Twitter, Airbnb, and The Telegraph.


Jack Perry stated that Jira Service Desk has a lot of tools included, integrates well with other Atlassian products, and has a clean and user-friendly UI. It also contains useful metrics that are easy to configure and generate reports from. It does require a bit of admin user knowledge, though. Lacey Carlyle described the service desk software as a customer-first application. The integration with Confluence is excellent, and provides a streamlined, simple customer experience. There are tons of add-ons that can extend the functionality. However, each add-on also increases the complexity and maintenance overhead.

Why Jira Service Desk

Jira Service Desk is a true service desk management tool that helps users offer IT as a service. More than just a help desk, it is rapidly deployable, customizable, and scalable with the size of the team or company.

Company Info

Jira Service Desk is a product of Atlassian Corporation Plc, a publicly traded enterprise software development company with headquarters in Sydney, Australia. It was founded in 2002 by Mike Cannon-Brookes and Scott Farquhar. Its flagship product is Jira project and issue tracker. Other products include Confluence, and acquired companies such as Bitbucket, HipChat, and Trello. It aims to help unleash the potential of every team through open work.


Jose Maria Delos Santos

Jose is a subject matter expert and member of the writing team for Project-Management.com and Bridge24. He has written hundreds of articles including project management software reviews, books reviews, training site reviews, and general articles related to the project management industry.