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Ticketing software
for every team

Easily set up and tailor service desk tickets to meet the needs of every team. Try Jira Service Management for free today!

Everything you need from ticketing software

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Get going in minutes

It's easy to get started with Jira Service Management ticketing software—with no setup time or installation required. Get done faster with purpose-built templates and time-saving tools like ticket views, approval workflows, and automation—all ready to deploy out-of-the-box.

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Easier than your inbox

Don't lose track of conversations with your customers. Move conversations from your inbox (or from Slack or Microsoft Teams with Halp) to queues in Jira Service Management so nothing slips through the cracks. Get from conversation to resolution in no time.

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Many teams, one platform

Integrations within the Atlassian platform link requests across a comprehensive digital pipeline, spanning planning, collaboration, task management, and product development (utilizing Jira and Trello), extending to continuous delivery (with Bitbucket) and knowledge organization (via Confluence).

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Get out-of-the-box ITIL processes

Jira Service Management is PinkVERIFYTM certified for request fulfillment, incident, problem, and change management processes.

Automate repetitive tasks

Set up automation to help lighten the workload and let your agents focus on solving the important stuff.

Deliver on SLAs

Nail your Service Level Agreements, every time. Get the important things done first with prioritized queues. 

Report on metrics that matter

Gain visibility into the metrics that matter to your business. Improve performance by catching bottlenecks before they happen.

Build a knowledge base

Enable your own service desk and support teams to easily manage tickets and share knowledge so that the right answers are always at your fingertips.

Extend your ticketing software experience

Choose from over 1,000 trusted applications and integrations to customize Jira Service Management to meet your needs.

Trusted by over 25,000 organizations worldwide

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Intuitive, cost-effective ticketing software

Jira Service Management is more than just a ticketing system—it's a comprehensive solution designed to meet the diverse needs of modern teams. Its intuitive interface and customizable features, including desk ticketing and IT-specific workflows, empower support teams to manage incoming tickets and service requests efficiently.

Through automation capabilities and prioritized queues, Jira Service Management ensures that critical issues are addressed promptly, enhancing agent productivity and customer satisfaction. Furthermore, its integration with a knowledge base and self-service options empowers users to find solutions independently, reducing dependency on support teams.

By offering a robust suite of features, including ITIL-certified processes and extensive reporting and analytics, Jira Service Management enables businesses to deliver exceptional service while optimizing costs and resources. Whether tracking tickets, managing service requests, or enhancing agent productivity, Jira Service Management provides the tools and capabilities to streamline operations and drive business success.

Frequently asked questions

What is a ticketing system?

A ticketing system is a software solution companies use to manage and track incoming requests or issues from customers or internal users. It’s a centralized platform for capturing, prioritizing, and resolving tickets or service requests. Each ticket typically represents a specific task, inquiry, or problem that needs attention, allowing teams to organize and address various issues efficiently.

Why do organizations need a desk ticketing system?

Companies need an automated ticketing system to manage and track various service requests, incidents, and issues from customers, employees, or other stakeholders. Ticketing systems provide a structured framework for capturing, prioritizing, and resolving these service requests, ensuring timely and effective responses.

They also facilitate communication and collaboration among support teams, streamline workflow processes, and enable businesses to meet service level agreements (SLAs). Additionally, ticketing systems often include reporting and analytics features so businesses can gain insights into support operations, identify trends, and make data-driven decisions for continuous improvement.

What are popular ticketing system features?

Popular features of automated ticketing systems include:

  • Ticket creation and management: Allows users to create, assign, and track tickets throughout their lifecycle.
  • Workflow automation: Automates repetitive tasks and streamlines ticket routing and escalation processes.
  • Knowledge base integration: Provides access to a repository of articles, guides, and FAQs to facilitate self-service and quick issue resolution.
  • SLA management: Enables companies to define and enforce service level agreements (SLAs) for timely ticket resolution.
  • Reporting and analytics: Provides valuable insights on ticket volume, response times, resolution rates, and other critical metrics to monitor performance and identify areas for improvement.
  • Collaboration tools: Facilitates communication and collaboration among support teams and stakeholders, ensuring effective resolution of tickets.
  • Customization options: Allows businesses to tailor the ticketing system to their specific needs, including custom fields, workflows, and branding.
Can ticketing systems help with IT issues?

Yes, ticketing system software is commonly used by IT teams to manage and resolve various IT issues, such as technical problems, software glitches, hardware failures, and service requests. It provides IT support teams with tools and features to efficiently handle incoming support tickets, prioritize tasks, track issues, and communicate with users. Additionally, desk ticketing system software often integrates with other IT management tools and systems, further enhancing IT service delivery and support processes.

Going beyond ticketing with IT Service Management (ITSM)

While ticketing systems focus primarily on tracking tickets and resolving individual incidents, IT Service Management (ITSM) encompasses a broader set of practices and processes for delivering and supporting IT services.

ITSM goes beyond automated ticketing systems by incorporating service strategy, design, transition, operation, and continuous improvement activities to align IT services with business needs and enhance overall service delivery. ITSM frameworks, such as ITIL (Information Technology Infrastructure Library), provide guidelines and best practices for implementing ITSM processes, including incident management, problem management, change management, service and desk management, and more.

By adopting ITSM principles and leveraging integrated ITSM platforms, businesses can optimize service delivery, enhance user satisfaction, improve agent productivity, and drive business value through effective IT service management practices.

What are the three types of tickets in an IT ticketing system?

In an IT ticketing system, the three primary types of tickets are:

Incident tickets: Incident tickets are created to report any unplanned interruptions or reductions in the quality of IT services. These could include system outages, software errors, hardware failures, or network connectivity problems. Incident tickets are typically prioritized based on their impact and urgency to ensure timely resolution and minimize disruption to business operations.

Service request tickets: Service request tickets are created to request access to predefined IT services, information, or resources and have a standardized process for fulfillment. Examples of service requests include account creation, software installations, password resets, equipment provisioning, and access permissions. Service request tickets help streamline and standardize the delivery of IT services, ensuring consistent and efficient handling of user requests.

Change request tickets: Change request tickets are created to propose, review, and implement changes to IT infrastructure, systems, applications, or services. Changes could include updates, upgrades, patches, configurations, installations, or decommissioning. Change request tickets undergo a formal change management process to assess the potential impact, risks, and benefits of the proposed changes. This ensures they are properly evaluated, approved, scheduled, and implemented with minimal disruption to IT operations and business continuity.