Alternatives to Jira Service Desk logo

Alternatives to Jira Service Desk

Zendesk, Jira, Freshservice, FreshDesk, and Confluence are the most popular alternatives and competitors to Jira Service Desk.
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What is Jira Service Desk and what are its top alternatives?

It lets you receive, track, manage and resolve requests from your team's customers. It is built for IT, support, and internal business teams, it empowers teams to track, prioritize, and resolve service requests, all in one place.
Jira Service Desk is a tool in the Help Desk category of a tech stack.

Jira Service Desk alternatives & related posts

Jira logo

Jira

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The #1 software development tool used by agile teams to plan, track, and release great software.
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related Jira posts

Johnny Bell
Johnny Bell
Senior Software Engineer at StackShare · | 15 upvotes · 445.5K views

So I am a huge fan of JIRA like #massive I used it for many many years, and really loved it, used it personally and at work. I would suggest every new workplace that I worked at to switch to JIRA instead of what I was using.

When I started at #StackShare we were using a Trello #Kanban board and I was so shocked at how easy the workflow was to follow, create new tasks and get tasks QA'd and deployed. What was so great about this was it didn't come with all the complexity of JIRA. Like setting up a project, user rules etc. You are able to hit the ground running with Trello and get tasks started right away without being overwhelmed with the complexity of options in JIRA

With a few TrelloPowerUps we were easily able to add GitHub integration and storyPoints to our cards and thats all we needed to get a really nice agile workflow going.

I'm not saying that JIRA is not useful, I can see larger companies being able to use the JIRA features and have the time to go through all the complex setup to get a really good workflow going. But for smaller #Startups that want to hit the ground running Trello for me is the way to go.

In saying that what I would love Trello to implement is to allow me to create custom fields. Right now we just have a Description field. So I am adding User Stories & How To Test in the Markdown of the Description if I could have these as custom fields then my #Agile workflow would be complete.

#StackDecisionsLaunch

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David Ritsema
David Ritsema
Frontend Architect at Herman Miller · | 11 upvotes · 476.5K views

We knew how we wanted to build our Design System, now it was time to choose the tools to get us there. The essence of Scrum is a small team of people. The team is highly flexible and adaptive. Perfect, so we'll work in 2 week sprints where each sprint can be a mix of new R&D stories, a presentation of decisions made, and showcasing key development milestones.

We are also able to run content stories in parallel, focusing development efforts around key areas of the site that our authors need first. Our stories would exist in a Jira backlog, documentation would be hosted in Confluence , and GitHub would host our codebase. If developers identify technical improvements during the sprint, they can be added as GitHub issues and transferred to Jira if we decide to represent them as stories for the Backlog. For Sprint Retrospectives, @groupmap proved to be a great way to include our remote members of the dev team.

This worked well for our team and allowed us to be flexible in what we wanted to build and how we wanted to build it. As we further defined our Backlog and estimated each story, we could accurately measure the team's capacity (velocity) and confidently estimate a launch date.

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Freshservice logo

Freshservice

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An IT service management tool in the cloud
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PROS OF FRESHSERVICE
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    CONS OF FRESHSERVICE
      Be the first to leave a con
      FreshDesk logo

      FreshDesk

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      Refreshing the way thousands of help desk agents support their customers everyday, world wide
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      Confluence logo

      Confluence

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      One place to share, find, and collaborate on information
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      related Confluence posts

      David Ritsema
      David Ritsema
      Frontend Architect at Herman Miller · | 11 upvotes · 476.5K views

      We knew how we wanted to build our Design System, now it was time to choose the tools to get us there. The essence of Scrum is a small team of people. The team is highly flexible and adaptive. Perfect, so we'll work in 2 week sprints where each sprint can be a mix of new R&D stories, a presentation of decisions made, and showcasing key development milestones.

      We are also able to run content stories in parallel, focusing development efforts around key areas of the site that our authors need first. Our stories would exist in a Jira backlog, documentation would be hosted in Confluence , and GitHub would host our codebase. If developers identify technical improvements during the sprint, they can be added as GitHub issues and transferred to Jira if we decide to represent them as stories for the Backlog. For Sprint Retrospectives, @groupmap proved to be a great way to include our remote members of the dev team.

      This worked well for our team and allowed us to be flexible in what we wanted to build and how we wanted to build it. As we further defined our Backlog and estimated each story, we could accurately measure the team's capacity (velocity) and confidently estimate a launch date.

      See more
      Priit Kaasik
      Priit Kaasik
      Engineering Lead at Katana MRP · | 9 upvotes · 332K views

      As a new company we could early adopt and bet on #RemoteTeam setup without cultural baggage derailing us. Our building blocks for developing remote working culture are:

      • Hiring people who are self sufficient, self-disciplined and excel at video and written communication to work remotely
      • Set up periodic ceremonies ( #DailyStandup, #Grooming, Release calls and chats etc) to keep the company rhythm / heartbeat going across remote cells
      • Regularly train your leaders to take into account remote working aspects of organizing f2f calls, events, meetups, parties etc. when communicating and organizing workflows
      • And last, but not least - select the right tools to support effective communication and collaboration:
      1. All feeds and conversations come together in Slack
      2. #Agile workflows in Jira
      3. InProductCommunication and #CustomerSupportChat in Intercom
      4. #Notes, #Documentation and #Requirements in Confluence
      5. #SourceCode and ContinuousDelivery in Bitbucket
      6. Persistent video streams between locations, demos, meetings run on appear.in
      7. #Logging and Alerts in Papertrail
      See more
      UserVoice logo

      UserVoice

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      Customer service and customer feedback tools that don't suck.
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      Help Scout logo

      Help Scout

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      A help desk for teams that insist on a delightful customer experience
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      Desk.com logo

      Desk.com

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      The all-in-one system for delivering awesomely responsive customer support
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