Om JIRA Service Management
Jira Service Desk är en hjälpdesk som är byggd för moderna IT-team från bara 10 USD per månad. Prova gratis: Se deras webbplats
Offers a wide variety of customization options making it easy to tailor to multiple business needs. Dashboard shows you what cases you have open and the stages the cases are in.
Custom domains, multiple email handing, enhanced portal customization, the basics... all missing.
Filtrera recensioner (552)
Filtrera recensioner (552)
Great tool with a smooth process
Kommentarer: JSM has been a great tool that helps us to organize our tickets. Like any good tool, setup, and management is KEY in implementation, but it has served us well.
I really enjoyed being able to jump into the tool without a lot of background, and understand the flow of tickets to our team. I also like the ease of communications with requesters, and its integration with our communications tools.
We have a standard workflow company wide, so I do wish we were able to adjust a bit more, but overall I'm very happy.
Expert service management system
Kommentarer: I mainly use it for task management on small projects, but I plan to gradually expand the scope of use as I get used to the operation and screen environment. Since it can be used in a wide range, it is recommended that I use it for task management and workflow for small-scale projects with a small number of people to get a feel for its operation. Sharing issues with project members in other companies or remote locations is possible. You can discuss and work on a common visualized platform, such as managing work progress and solving problems.
It is a slightly different tool from the so-called general ITSM system (or service). Operation and maintenance (though not limited to) tend to be individualized. Still, JIRA caters to tasks and support on a "role" basis, so sharing knowledge using OJT is possible, depending on ingenuity.
It may be a problem due to the multifunction, but I think the problem is that the screen is a bit hard to see. (The problem may be solved by changing the layout of frequently used functions, but I haven't used it much yet, so I think it will be a problem that will be solved as I use it).
Övervägda alternativ: ManageEngine ServiceDesk Plus
Anledningar att välja JIRA Service Management: Because we can search by tag, we can quickly find problems and solutions, success stories and reference examples. Since the SLA can be configured according to individual design, the achievement status can be confirmed in a report, and the current progress and what needs to be done can be shared immediately. Full-text search is possible with indexing, so this system has a sense of security, even if you think you missed it.
Tidigare programvara: ServiceNow
Anledningar att byta till JIRA Service Management: Functionality that manages queries centrally. Improved working conditions enhance visualization and efficiency. Queries, support and information distribution are centralized, so there is no waste in work, and it is simple and clear what to do next so that I can do my job.
JIRA helps to solve a problems
For users is easy to write a ticket and send it to required person.
The upload file size could have been more.
Probably the top program for managing projects
Kommentarer: Jira is a sophisticated and flexible project management solution with a wide range of applications. Jira's strengths lie in the depth of its task management features, the breadth of its integrations, and the depth of its reporting and analytics tools, all of which contribute to the program's capacity to help you better understand your projects and teams.
To accommodate the fact that various people have different ways of doing things, this user interface may be easily altered to fit individual needs. Jira makes it simple and quick to design and implement unique workflows and rules. One way to break down large projects into manageable chunks is to keep everyone in the loop on how things are shaping up.
Jira's flexibility allows for personalization, but more in-depth modifications may call for specialized skillsets.Performance difficulties: Some users may have performance issues, especially when working with larger projects or those that include complicated procedures.
Jira is The Best Project Management tool
Kommentarer: A powerful tool for service management and ticket tracking that has made a difference in my work. It has many values. JIRA Service Management is generally seen as a powerful tool for service management and ticket tracking, with many features, including customization options, automation capabilities, and detailed reporting and analytics. It can also be integrated with other Atlassian tools like Confluence to provide a comprehensive project management and service management solution. Jira is my first recommendation to anyone looking for an efficient solution for their service management needs.
JIRA Service Management is a powerful tool that enables teams to customize workflows, processes, and reports according to their unique requirements. It seamlessly integrates with JIRA, allowing teams to easily switch between project and service management workflows while sharing information. The collaboration capabilities of JIRA Service Management are exceptional, as teams can use comments, usernames, and attachments to communicate with each other, ensuring that everyone is up-to-date on critical updates. Automation is another impressive feature that saves a team's time and improves efficiency. Teams can set up automation to automatically route tickets to the appropriate team members, send customer notifications, and update ticket status.Furthermore, JIRA Service Management provides comprehensive reporting and analytics capabilities to help teams track essential metrics and identify areas for improvement. Reports can track response times, resolution times, and customer satisfaction scores, among other things. JIRA Service Management is an invaluable tool that streamlines service management processes and enhances customer satisfaction.
Limited Mobile App Functionality: While JIRA Service Management offers a mobile app, some users have reported its limited functionality compared to the desktop version. This limitation can make it difficult for teams to manage service requests on the go.
Jira Service Management: A Robust IT Service Management Solution
Kommentarer: Jira Service Management is a robust IT service management solution designed to streamline IT processes and improve service delivery. Its customizable workflows, seamless integration with other Atlassian tools, and extensibility through Marketplace apps make it an attractive option for organizations seeking a comprehensive ITSM solution. However, the platform's learning curve and potential performance issues may present challenges for some users. Overall, Jira Service Management is a valuable tool for businesses looking to optimize their IT service management and enhance collaboration across teams.
Streamlined ticketing system: Jira Service Management's intuitive ticketing system enables efficient handling of incidents, problems, and service requests, improving IT service delivery.Customizable workflows: The platform offers the flexibility to create and modify workflows tailored to specific IT processes, ensuring a seamless alignment with organizational requirements.Integration with other Atlassian tools: Jira Service Management integrates seamlessly with other Atlassian products, such as Confluence and Bitbucket, providing a unified ecosystem for project management and collaboration.Extensibility with Marketplace apps: The Atlassian Marketplace offers a wide range of apps and add-ons to enhance Jira Service Management's functionality and cater to specific business needs.
Learning curve: Some users may find Jira Service Management's extensive features and capabilities overwhelming, requiring time and effort to master the platform.Pricing structure: The pricing model, particularly for larger teams, may be a barrier for smaller businesses or those with limited budgets for IT service management solutions.Performance issues: Users may experience performance lags or slow response times, especially when working with large volumes of data or complex workflows.
Jira Service Management: Optimice sus operaciones de servicio con la potente solución de Atlassian
Kommentarer: Jira Service Management is a powerful and versatile tool developed by Atlassian, a leading software development company that specializes in creating products for collaboration, project management, and software development. Atlassian has a proven track record of producing high-quality and innovative software that is widely used by organizations of all sizes around the world.One of Atlassian's most popular products is Confluence, a content collaboration tool that is often used in conjunction with Jira Service Management. Confluence is designed to help teams collaborate and share information more efficiently by providing a central location for storing and sharing documents, meeting notes, and other important information. It integrates seamlessly with Jira Service Management, allowing users to easily access information from both platforms.Overall, Jira Service Management is an excellent service management tool with many powerful features and capabilities. While there may be a learning curve involved in getting started with it, most users find that the benefits of using the platform far outweigh any potential drawbacks. With its integration with Confluence and other Atlassian products, Jira Service Management is a great choice for organizations looking to streamline their service operations and improve collaboration and productivity.
Jira Service Management itself, is a robust service management tool that offers a wide range of features and capabilities. Some of its key strengths include its flexibility and scalability, which make it an ideal choice for businesses of all sizes. It also offers powerful automation capabilities, allowing users to streamline their workflows and improve productivity. In addition, Jira Service Management provides detailed analytics and reporting tools, giving users valuable insights into their service operations.
Of course, like any software tool, Jira Service Management has some potential downsides. For example, some users have reported that it can be difficult to set up and configure initially, especially for organizations with complex workflows or service structures. Additionally, some users have found the interface to be somewhat complex and overwhelming at first, although with time and experience, most users find it becomes more intuitive.
Cumbersome and slow, but no challenger
Kommentarer: We're using Jira to manage our tickets and it works well. There are solid alternatives and competitors in the field, so I'm not sure for how long we'll keep using jira.
The feature set of Jira is very wide, it is possible to achieve a lot. The ticket management system works, and it is possible to customize it a lot. Custom fields, custom status, sceens shown in transitions, automation rules based on triggers, ...Jira being extremely famous, it has the advantage of being easy to connect to virtually anything: sentry, aws, circle ci, slack, notion, figma, github, ...
The UI is confusing, slow, and sometime very painful. For instance, for the longest time they did not support the markdown syntax in the text boxes. I consider myself very experienced with Jira and yet, I still get lost. Especially when it comes to managing boards or project or admin settings.
Great software for IT management
Kommentarer: Overall, our team's experience with JIRA Service Management has been positive. The software has helped us to streamline our service management processes and improve our overall efficiency. We appreciate the software's flexibility in customizing workflows to fit our specific needs and the ability to track progress and collaborate on solutions within a single interface.One of the major advantages of JIRA Service Management is its comprehensive approach to ticket management, which allows us to manage all types of service requests from IT and software issues to customer support queries and beyond. We have found that the software's analytics and reporting capabilities have been helpful in tracking our performance metrics and identifying areas for improvement.
One of the biggest strengths of JIRA Service Management is its comprehensive and customizable approach to ticket management. The software provides a centralized platform for managing all types of service requests, from IT and software issues to customer support queries and beyond. Users can easily create and assign tickets, track their progress, and collaborate on solutions within a single interface.Another advantage of JIRA Service Management is its flexible workflow management. Users can easily customize workflows to fit the specific needs of their team or organization, creating automated processes for issue escalation, approvals, and more. This can help teams streamline their workflows and improve efficiency.Additionally, JIRA Service Management has robust reporting and analytics capabilities, allowing teams to track key performance metrics and identify areas for improvement. The software also integrates with other popular tools and platforms, such as Slack and Confluence, further enhancing its functionality and usability.
One of the main concerns that some users have with JIRA Service Management is its complexity. While the software is highly customizable and flexible, it can also be difficult to navigate and use effectively, especially for new users. Some users may find the learning curve to be steep, and the interface may be overwhelming at first.Some users also report that JIRA Service Management can be resource-intensive, particularly if they are running it on-premises rather than in the cloud. This can impact the performance of other systems and applications on the same network, and may require additional hardware or infrastructure investments to support.
Övervägda alternativ: Freshservice och ServiceNow
Innovating IT Workflows
Kommentarer: JIRA Service Management is an exceptional platform for IT project management and customer support. Its customization capabilities and the efficiency it offers in problem resolution and cross-team collaboration make it well worth the investment.
The platform offers a wealth of issue tracking features, reports and metrics that make it easy to monitor productivity and identify areas for improvement. In addition, the self-service portal and integrated knowledge base provide end users with useful resources to resolve issues on their own, reducing the support team's workload. Support for process automation is also impressive, enabling the implementation of automated rules and actions to streamline and optimize workflows.
Despite its many advantages, JIRA Service Management can be complex and difficult for new users to learn. Initial setup and customization takes time and effort.
Great Service Desk for Human Resources
Kommentarer: 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.
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.
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.
Övervägda alternativ: ManageEngine ServiceDesk Plus
Anledningar att byta till JIRA Service Management: Cost, ease of implementation, customization and scalability
A best-of-breed Platform for Help Desk and Service Management!
Scalability. Flexibility to be tailored to particular organizational needs. Very rich in terms of features.
Setup can be made a bit simpler. Could use more ready 'templates' that can be used to quickly roll out the product for production.
JIRA Service Management Review: Streamline Your Service Operations
Kommentarer: JIRA Service Management is an excellent tool for service management, offering a robust ticket management system, integration with other Atlassian products, and customizable workflows. The reporting and analytics features provide valuable insights into your team's performance and customer satisfaction. However, the steep learning curve and limited customization options for the customer portal may be drawbacks for some users. The pricing may also be a barrier for small businesses and startups. Overall, if you're looking for a comprehensive service management solution and have the budget, JIRA Service Management is definitely worth considering.
1. Robust Ticket Management: JIRA Service Management offers a powerful ticket management system that allows you to organize, track, and prioritize tickets effectively. The interface is intuitive, making it easy to create, assign, and update tickets quickly and efficiently.2. Integration with Other Atlassian Products: If you're already using other Atlassian products like JIRA Software or Confluence, JIRA Service Management integrates seamlessly with them, creating a cohesive environment for your team to work in.3. Customizable Workflows: JIRA Service Management offers flexible and customizable workflows that allow you to automate your service operations, streamline processes, and improve team collaboration. You can define your own statuses, transitions, and actions, ensuring that your workflows match your service operations.4. Reporting and Analytics: JIRA Service Management provides detailed reporting and analytics that give you insights into your team's performance, customer satisfaction, and service metrics. You can create custom reports, set up dashboards, and track key performance indicators to help you make data-driven decisions.
1. Steep Learning Curve: JIRA Service Management can be overwhelming for new users, especially those who are not familiar with other Atlassian products. It takes some time and effort to learn how to use the platform effectively.2. Limited Customer Portal Customization: While JIRA Service Management offers some customization options for the customer portal, the options are limited, and you may not be able to customize it to meet your specific branding and design requirements.3. Price: JIRA Service Management is a premium product, and the pricing may not be feasible for small businesses or startups.
Jira: A Comprehensive Project Management Tool for Software Engineers
Kommentarer: As a software engineer and scrum master, I have had the opportunity to use Jira in a professional setting. Jira has been a valuable asset for our team, helping us to manage development projects, track issues, and streamline workflows. With its customization options, integrations, reporting capabilities, and user-friendly interface, Jira has been instrumental in our ability to work effectively and efficiently. Whether it's prioritizing tasks, tracking progress, or collaborating with team members, Jira has proven to be a comprehensive and essential tool for software engineers at our company.
Pros: Customization: Jira is highly customizable, allowing you to create custom workflows, statuses, and transitions to match the specific needs of your team. This makes it easy to map out the development process and ensure that everyone is on the same page. Integration: Jira integrates seamlessly with other tools, including Bitbucket, GitHub, and Confluence, making it easier to manage projects and access relevant information in one place. Reporting and Dashboarding: Jira provides detailed reports and dashboards, helping you to track progress, identify areas for improvement, and make informed decisions. User-Friendly Interface: Jira has a clean and user-friendly interface that makes it simple to get started and use on a daily basis.
Complexity: While Jira is highly customizable, this can also make it complex to set up and use, especially for those who are new to project management tools. Steep Learning Curve: Jira has a steep learning curve, and it may take some time to master all of its features and capabilities. Performance Issues: Jira can experience performance issues, especially when used by large teams or for complex projects. Cost: Jira can be expensive, especially for larger teams, and may not be the best option for smaller organizations or individuals.
JSD has a lot to offer, but requires a lot to learn
Kommentarer: JSD offers a lot for any company needing to maintain a service desk to manage the support requests it handles from its clients/customers. Because it is a Jira (Atalassian) product, it is most likely utilized along with other Jira tools, and plays quite well with those. Due to this integration aspect, thought, the layers of security necessitated within user settings requires a considerable amount of learning/training, which is not easily attained without paying for it from Atalassian. And, while I understand, respect (and even applaud) the market-oriented principle of this, it does seem a bit intentional that there are no reliable helps available outside of Atlassian (for example, any tutorials you will find on YouTube for assisting with certain user configs, settings, steps, etc. are applicable to much older versions of the software, and to a great extent, are not applicable to the current version). This would not be a negative aspect if Jira did a much better job at keeping their own internal (free) help docs, etc. up to date, so as to apply to the current version, as well. Instead, if one wants highly dependable "helps" it appears the best way to achieve that is to pay Atlassian for their training courses (at prices that are obviously calibrated toward larger companies/corporations. And blindly undertaking such would seem risky if judged by the extent to which their free user tools are kept up to date. This is not, to my knowledge, the common experience with most apps.
- Lots of tools in one place - Integrates well with other apps (especially other Atlassian products) - UI is clean and user friendly (customizable to a sensible extent) - Contains useful metrics that are easy to configure and gain reports from - Has multiple layers of user settings available for custom configuration to correlate to preferred levels of access among agents, customers, etc.
- Email bounce in frequently fails (bugs?) - Depth of Jira admin user knowledge required for strong mastery of this app; time consuming to acquire a reliable user knowledge (which is necessary to utilize the app with the least bit of efficiency) - Help docs, support mechanism unreliable/outdated (needs to be fresh and current to be applicable to present version of app) - Confusing settings requirements for some user modifications needs (esp. where mapping/editing workflow schemes are concerned) - Completely inadequate amount of general helps/tutorials available outside of Atlassian (YouTube, Google search, etc. for example) which seems a bit suppressed by design. Atlassian offers extensive training, but at a premium cost. - Costly for the overall effectiveness it provides, after factoring these negatives along with the user time required to really learn the application.
Jira, one of the best ticketing tools
Kommentarer: I have been using JIRA and its different versions, distributions, add-ons for a time now.This is one of the best-known yet expensive solution for ticketing, and one of the best working one.You may check what points I have collected for pros and cons, yet if I could, I would use and recommend JIRA.The interface what most people "ragging" about JIRA, indeed needs to time to get familiar with, but Salesforce and its chatter, JIRA is still better.There are training material, some on-boarding also available in-built for JIRA and after a few ticket, you are ready to go on your own.In every sector you can find ticketing tools, JIRA is customizable according to your needs.If a lot of people are going to use it, I recommend to have an on-premise solution with a lot of power.There are rivals to JIRA, even in-house ticketing tools, in my company now we have 2 systems, yet an IT-provider can use a lot of them, causing a chaos.JIRA is continuously being developed, there are 3rd party extensions to it, quite stable.
Can clone tickets, create linked issues Can create parent-child relationshipsOther Atlassian sw. products and modules are well integratedScreenshots can easily be attachedPossible to delegate close bulkily ticketCan mention colleagues to make them remember about the tasksOptions to connect 3rd party developmentsExport modes are greatCan connect an e-mail address for processing
Lack of dark modeRedirecting tickets with the old IDs sometimes weirdScheduled reports could be usefulSimple "User" mode/layout is not enoughUI is not that easy at first, still better then Salesforce.JIRA is a general ticketing tool I would say, but there are others focusing on more on a technical side, like HP SM9.
Efficient IT Service Management
Kommentarer: Jira Service Management is a powerful and versatile IT service management software that provides a range of advanced features and tools for tracking and resolving customer support issues. The platform offers flexible workflows, advanced customization options, and robust reporting and analytics capabilities, which can help to improve productivity, efficiency, and customer satisfaction. The platform integrates seamlessly with other Atlassian products and third-party tools, providing users with a comprehensive solution for IT service management. Overall, Jira Service Management is a reliable and effective tool for managing IT service operations.
Appreciate the platform's flexibility, customization options, and advanced reporting and analytics capabilities. The software allows users to customize workflows, set up automated notifications and alerts, and create customized reports and dashboards, which can help to improve productivity and efficiency. Additionally, the platform integrates seamlessly with other Atlassian products and third-party tools, providing users with a comprehensive solution for IT service management.
The pricing structure to be relatively expensive, especially for smaller organizations or businesses with limited budgets. Finally, while the platform's reporting and analytics capabilities are robust, some users might find that the reporting interface could be more intuitive or user-friendly.
Streamlined ITSM with JIRA Service Management
Kommentarer: I've been blown away by JIRA Service Management. It has truly revolutionized the way my team operates, making our processes so much smoother and more efficient. The platform is packed with features and capabilities, but it never feels overwhelming or confusing. I highly recommend JIRA Service Management to any team looking to improve their ITSM operations.
JIRA Service Management is a game-changer for ITSM. The platform is so user-friendly and easy to navigate, even for those who are new to ITSM. The self-service portal is a huge plus, allowing teams to quickly find the information they need without having to wait for assistance. Workflows are streamlined, and automation rules make life so much easier. The open collaborative platform is also a huge advantage, allowing teams to coordinate their efforts with ease.
The only downside I've encountered so far is that some of the more advanced features can be difficult to understand and set up at first. However, the support team is always available to assist, so it's not a huge issue.
About Jira - Project Planning
Kommentarer: The initial setup was quite a challenge but, here we are. It's an awesome system for tracking project issues, especially for new clients during onboarding.
It's a good platform to track issues that are being handled by each individual in a project. It also has the option for notification being sent out when an item has been resolved, closed, or has gone overdue. If it's configured correctly to have a backup, the team members involved can always learn from the past incidences reported. This will ensure that the team leader will be able to identify recurring items, timelines it took for resolution, and the team member assigned to resolve such items. This ensures that such items are priority issues that need in-depth understanding for them to be resolved permanently.
As an organization, we have not been able to integrate Jira with osTicket, which our customer Experience team uses. This means we have two Systems, and at times this can be overwhelming to track issues on both Jira and osTicket.
One of the best Service Management tools in the market!
Kommentarer: This is a great service desk software. It has some great features, and the overall experience with it has been really good even though it was used for a very critical and big project. Tickets can be transferred to other users seamlessly. Documents can be assigned to tasks and incidents which can help other users understand what is in front of them easily. Overall, it is very important in handling support based tasks that run 24*7.
Jira service management is one of the best service desk softwares in the market. The ease of use is great, even for users new to the software. It helps the users keep a proper and clean track of the incidents/tasks/etc they have. One of the best things about Jira Service Management is that multiple teams can easily collaborate and work on it. This enables big projects involving various teams to work seamlessly.
There are not many major disadvantages with using this Jira Service Management software. But a user must be careful while deciding to delete a ticket, because once deleted it is goodbye for ever. It cannot be retrieved. This option can be modified to allow retrieval of deleted tickets to ease the process for users who might delete important tickets unintentionally.
Dig Deep Before Buying
Kommentarer: It has solved some of our immediate business needs out-of-the-box or with moderate configuration effort. But as a full solution it is missing a handful of simple, but crucial, features. It definitely "feels" like a second version. It needs a third.
JSD is relatively intuitive and easy to learn without needing tons of documentation. Initial pricing is attractive. A decent plugin community fills some gaps, but be expected to pay on top of the initial JSD pricing.
Many "obvious" features are either missing or do not work as expected. For example: in many cases, once an internal user is added to an issue, they no longer receive notification about internal comments. This is completely unintuitive, unexpected, and has caused many people frustration: https://jira.atlassian.com/browse/JSDSERVER-3410 Another example: Email traffic about an issue is *always* public. Do not allow your staff to reply to JSD's emails as customers will also get emailed a copy! https://jira.atlassian.com/browse/JSDCLOUD-3499 The worst part is, despite there being a few years' of discussion, and new comments added monthly by newly-affected JSD customers, Atlassian has no comments on the issues. In some cases a plugin (more $) can help, but in some cases even the plugin manufacturers can't help as JSD doesn't expose enough info in their plugin API.
The best Ticket/Bug Tracking Tool
1) We mainly used this tool to plan our tasks for the projects we were working on.2) Creating Sprint Cycles and assigning tickets for each issue is very convenient using JIRA3) We can see the progress made by the ticket owner in the ticket description.4) There is a very brief and concise Audit history which we can track to see how the ticket status has changed5) I like the customization feature for each team and each product. We can choose what statuses and workflow our ticket should go through and select and arrange them very quickly.6) We can even link the BitBucket repo link and confluence link with our JIRA ticket, which is very handy for developers.
It can be sometimes overwhelming for newcomers, especially when one is not that familiar with JIRA and its terminologies, and it does have its learning curve.
Excellent project management tool
Kommentarer: I have been working with JIRA Service Management for 4 years now and I found out that every process connected to software development can be easily described and tracked using this tool. I have also used the ticketing system a lot and found it very intuitive and always found what I needed.
It's the best tool for project management I have worked with. It's best at tracking progress of user stories and tasks, but works well also as a ticketing system and time tracking application. It is easy to track multiple projects at once thank to a possibility to create dashboards and groups for each of them. It can also be integrated with confluence in order implement an integrated knowledge base.
The text editor could be improved, as well as some features could be implemented to make the user stories and filtering management a bit more user-friendly and provide better user experience.
Project Management Tools
Kommentarer: Jira has reduced my time management problem by allowing me to assign all the hassle work to each individual in a quick and effective way.
Assign each individual task according to the priority and track all the work done by all the individuals working on assigned tasks including time taken.
It's very hard to learn new features of Jira. Even after working for so long lots of features are very hard to use in Jira. Plus the pricing plans are very expensive compared to other project management tools.
Övervägda alternativ: ClickUp
From the Trusted Atlassian
Kommentarer: 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.
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.
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.