Sobre Jira Service Management

Jira Service Desk es un software de gestión de servicios creado para el futuro que conecta y respalda a los departamentos de TI y las empresas mediante una resolución rápida y responsable de las solicitudes de los clientes.

Creado a partir del motor de flujo de trabajo Jira, de Atlassian, Jira Service Desk ofrece una plataforma colaborativa y ágil y una base de conocimientos de bajo coste, fácil de configurar y escalar, altamente flexible y con una experiencia de usuario maravillosamente sencilla.

— Jira Service Desk hace que la resolución de las solicitudes de los clientes sea rápida y responsable.
— Todas las herramientas que los usuarios necesitan están incluidas desde el primer momento.
— Configura métricas avanzadas de SLA y crea informes de rendimiento en tiempo real.
— Experiencia de usuario moderna y maravillosamente sencilla.
— Ayuda a los clientes a ayudarse a sí mismos con una base de conocimientos inteligente y de autoservicio.
— El intuitivo portal del cliente no requiere de formación.
— Reglas de automatización para que los usuarios puedan optimizar las tareas repetitivas y los agentes puedan sacar más trabajo adelante.
— Los informes en tiempo real ofrecen una información completa a los usuarios y a la dirección.

Jira Service Desk está basado en el motor de flujo de trabajo Jira, líder en el Cuadrante Mágico de Gartner. La solución se utiliza en más de 22 000 organizaciones en todo el mundo. Jira Service Desk brinda a los usuarios una experiencia de centro de atención moderna y flexible, tanto para los clientes como para el equipo de atención. Deleita a los clientes, mejora la eficiencia e impulsa el rendimiento empresarial. Jira Service Desk se integra directamente con Jira Software, el software de gestión de problemas en el que confían más de 50 000 clientes en todo el mundo.

Reinventa el departamento de TI de tu empresa en el sitio web de Jira Service Desk.

Pricing starting from:

USD 20.00/mes

  • Prueba gratis
  • Gratis
  • Suscripción

Dispositivos

Tamaño de la empresa

P M G

Disponible en los países siguientes

Estados Unidos, Canadá, Reino Unido, Australia, China y otros 5, India, Japón, Alemania, Brasil, México

Idiomas admitidos

Alemán, Checo, Chino (simplificado), Chino (tradicional), Coreano y otros 12, Danés, Español, Francés, Húngaro, Inglés, Italiano, Japonés, Noruego, Polaco, Portugués, Ruso, Sueco

Pricing starting from:

USD 20.00/mes

  • Prueba gratis
  • Gratis
  • Suscripción

Imágenes

Self-Service Portal
Request Management
Change Management
Incident Management
ITSM On the Go
Ver 6 más
Vídeo de Jira Service Management
Captura de pantalla de Jira Service Management: Self-Service Portal Captura de pantalla de Jira Service Management: Request Management Captura de pantalla de Jira Service Management: Change Management Captura de pantalla de Jira Service Management: Incident Management Captura de pantalla de Jira Service Management: ITSM On the Go

Funciones

Total features of Jira Service Management: 53

  • API
  • Alertas de correo electrónico
  • Alertas y alzada
  • Análisis de atención al cliente
  • Análisis en tiempo real
  • Auditoría
  • Campos personalizables
  • Comentarios
  • Control de procesos de aprobación
  • Creación de informes administrativos
  • Creación de informes de productividad
  • Creación de informes en tiempo real
  • Creación de informes personalizables
  • Creación de informes y estadísticas
  • Creación de marca personalizable
  • Distribución automática de clientes potenciales
  • Encuestas y comentarios
  • Espacio de trabajo colaborativo
  • Filtro de contenido
  • Formularios personalizables
  • Funcionalidad de búsqueda
  • Gestión de SLA
  • Gestión de configuración
  • Gestión de flujos de trabajo
  • Gestión de incidentes
  • Gestión de la asistencia técnica
  • Gestión de problemas
  • Gestión de recursos
  • Gestión de tareas
  • Gestión de tickets de soporte
  • Gestión del cambio
  • Herramientas de colaboración
  • Importación y exportación de datos
  • Informes de rendimiento
  • Integración de CRM
  • Integración de correo electrónico
  • Integración de redes sociales
  • Integración de terceros
  • Integración móvil
  • Modelos personalizables
  • Notificaciones automáticas
  • Portal de autoservicio
  • Portal de clientes
  • Portal de empleados
  • Portal para empleados
  • Priorización
  • Programación automatizada
  • Registro de auditoría
  • Segmentación de clientes
  • Seguimiento de tickets de soporte
  • Varios idiomas
  • Vistas filtradas
  • Widgets

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Opiniones

Calificación general

4.4 /5
(262)
Relación calidad-precio
4.2/5
Funciones
4.3/5
Facilidad de uso
4.2/5
Asistencia al cliente
4.3/5

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Showing 5 reviews of 262
Josemaria G.
Calificación general
  • Sector: Aprendizaje en línea
  • Tamaño de la empresa: 51-200 empleados
  • Software usado A diario durante 1-5 meses
  • Fuente de la reseña

Calificación general

  • Facilidad de uso
  • Probabilidad de recomendación 9.0 /10

From the Trusted Atlassian

Revisado el 8/4/2019

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.

Puntos a favor

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.

Puntos en contra

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.

Usuario verificado
Calificación general
  • Sector: Entretenimiento
  • Tamaño de la empresa: 501-1000 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

Powerful and Capable, but easy to over complicate things

Revisado el 7/11/2020

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

Puntos a favor

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.

Puntos en contra

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.

Thomas L.
Calificación general
  • Sector: Servicios financieros
  • Tamaño de la empresa: 201-500 empleados
  • Software usado A diario durante Más de un año
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 0.0 /10

Do all - do nothing

Revisado el 13/1/2021

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.

Puntos a favor

Well here's a tool that does everything, SD, incidents, KB, alerts, yes, it does a bit or everything.

Puntos en contra

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.

Usuario verificado
Calificación general
  • Sector: Música
  • Tamaño de la empresa: 501-1000 empleados
  • Software usado A diario durante 6-12 meses
  • Fuente de la reseña

Calificación general

  • Facilidad de uso
  • Probabilidad de recomendación 9.0 /10

A great option for on-site ICT service desk management

Revisado el 23/7/2019

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.

Puntos a favor

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.

Puntos en contra

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.

Chirag S.
Calificación general
  • Sector: Seguros
  • Tamaño de la empresa: 51-200 empleados
  • Software usado A diario durante Más de un año
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

Efficient service desk for companies small, medium or large

Revisado el 14/2/2020

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.

Puntos a favor

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.

Puntos en contra

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.

Showing 5 reviews of 262 Todas las opiniones

Preguntas frecuentes sobre Jira Service Management

He aquí algunas preguntas frecuentes sobre Jira Service Management.

Jira Service Management ofrece los siguientes planes de precios:

  • A partir de: USD 20.00/mes
  • Modelo de precios: Gratis, Suscripción
  • Prueba gratis: Disponible

No tenemos información sobre las características de Jira Service Management

Los clientes habituales de Jira Service Management son:

Empresas pequeñas, Empresas Grandes, Sin ánimo de lucro, Empresas medianas

Jira Service Management admite los siguientes idiomas:

Alemán, Checo, Chino (simplificado), Chino (tradicional), Coreano, Danés, Español, Francés, Húngaro, Inglés, Italiano, Japonés, Noruego, Polaco, Portugués, Ruso, Sueco

Jira Service Management admite los siguientes dispositivos:

Android, iPhone, iPad

Jira Service Management se integra con las siguientes aplicaciones:

Amity, Anypoint Platform, BigPanda, Calamari, Cayzu, Help Desk Migration, Jira, Monitis, Workato, xMatters

Jira Service Management ofrece las siguientes opciones de asistencia:

Preguntas frecuentes, Foro, Base de conocimientos, Asistencia en línea, Tutoriales en vídeo

Categorías relacionadas

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