Support System that plays nice with JIRA

Our R&D group uses JIRA/Agile. Our Support group uses NetSuite. We have a custom interface that allows bugs found by Support to flow into JIRA and then JIRA keeps the NetSuite issue up to date with JIRA changes.

For various reasons, our Support group is looking to replace NetSuite. They are looking at ZenDesk and UserVoice, both of which integrate with JIRA.

I am wondering what other systems Support groups might be using that integrate well with JIRA?

5 answers

1 vote
Tarun Sapra Community Champion Feb 17, 2014

Isn't Service Desk more an internal IT support tool? Would it work as external customer facing? If so ... that would be interesting!

Hi Jeremy,

JIRA Service Desk is a full-fledged service desk solution which may be used not only as an internal IT Support tool, but as well for external customer support.

You may watch the full demo of its features on the link below:


You can install it on JIRA via the JIRA UPM (Find new Add-ons) and evaluate it for free for 30 days.



Tarun Sapra Community Champion Jun 15, 2014

JIRA Service desk is awesome but one big pain issue that exists is the fact that -

"Note: JIRA Service Desk is a plugin for JIRA. The JIRA Service Desk license type and user count must match that of the JIRA license it is being used with. For instance, a 25 User Commercial JIRA license will require a 25 User Commercial JIRA Service Desk license."

It's just not fine, because service desk might need only 20 licenses where as JIRA can be used by thousands of users.

This changed in September, so the pricing is a lot better now.

George, what connector are you using to connect Jira and Netsuite? We have NS and are thinking of bringing in Jira.

We commissioned WDCi to write us an integration process using the Dell Boomi Atom cloud service.

Here is the case study:

Here is an outline of details:

In theory we could have learned Boomi ourselves and written our own integration. But the WDCi approach was cheaper than investing the time to deal with the Boomi learning curve.

We have been very pleased with the integration. I have no connection with WDCi -- that is I'm not plugging my company or a partner or anything like that.

ZenDesk is the current favorite.

Any comments out there?

We ended up selecting based on the user interface, functionality and straight forward adoption. JIRA Service Desk just seemed a bit clunky and was one of the quickly ruled out options from a UI perspective, although it appears that they've made some improvements in their latest releases.

Nice information thank you

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Jan 08, 2019 in Jira

How to Jira for designers

I’m a designer on the Jira team. For a long time, I’ve fielded questions from other designers about how they should be using Jira Software with their design team. I’ve also heard feedback from other ...

1,213 views 5 10
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you