Review: Atlassian JIRA Service Desk and Confluence

This independent review is part of our Self Service Market Review.

Also participating:

Commercial Summary

Vendor Atlassian
Product JIRA Service Desk and Confluence
Version reviewed 2.2-OD-08
Date of version Release December 2014
Year Founded 2002
Customers 9000 including starter licenses
Pricing Structure Agent based pricing

Review

Elevator Pitch Simple clean transactional / collaboration tool with good standard functionality, based around service desk and back office support functions.
Industry areas Nice approach on pitch around HR/Finance and IT service model.

 

Looks easy to use, simple to develop with standard functions.
Unique points No ‘sales team’ – sold via web.

 

Primarily for SMB and mid size. Enterprise sold via partners (‘experts’) – do have some good Enterprise clients – Twitter, Citi.
Target market SMB, SME or teams within large organisations.
Solutions/ issues solved Looks like product that can get support and self service up and running quickly for small organisations and discrete teams in larger organisations.
Product/vendor gaps End user configuration and access is limited – i.e. to using a specific Service Desk. So no user-based filed level security and e.g. dashboard views.
Positives
  • Some nice presentations of filtered views, based around multiple business portals. Set up using simple non tech, non-ITIL language
  • SLAs are defined from tagged lists and can be set in the background, transparent to users
  • Workload tab – nice quick view of tickets / SLAs per analyst
  •  Quick, standard implementation
  • Well set up for non-IT people
  • Simple toggle between customer and analyst view
  • UI Language – user friendly – What do you need? Why do you need this?
  • Knowledge articles – have ‘likes’ – and can add comments – as per social
  • Analyst Q – ordered in time to resolution – shows breached SLAs and views as required
  • Workflow – simple graphical overview
  • Atlassian Marketplace – can download or buy workflows and add-ons from large app store
Negatives
  • Editing and configuring the system e.g. workflow is limited in some areas and requires more technical updates for some basic functions – e.g. serial/parallel workflow activities
  • UX looks basic in comparison to other products
  • Basic social interface, Knowledgebase
  • Customer portal has limited choices only
  • Partitioning – by Service Desk – will show by SD level. Not by user level.
  • Limited flexibility in user reporting
Overall view
  • Works well as part of larger Atlassian offering and sells well via Web (No Sales Force pitch) – 9,000 customers.
  • Atlassian ‘marketplace’ community is useful for canned data and models that can be used or bought.
  • Good for simple/fast implementations
  • Limited appeal for Enterprise unless bought via partners who have to configure.

Vendor information

jiraservicedesk_rgb_blue_atlassian JIRA Service Desk is new service management software that IT and business teams actually like to use.

Built on Atlassian’s JIRA, the market leader in helping teams get work done, JIRA Service Desk delivers an effortless service experience, adapts to your needs, with pricing and set up time at a fraction of competitors.

Redefine what IT means to your business at www.atlassian.com/servicedesk

Screenshots

 

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