Jira Service Desk: RFI

Jira Service Desk Evaluator Resources

On this page

Still need help?

The Atlassian Community is here for you.

Ask the community

About Atlassian

Vendor Name


Australian Office Location (HQ)

Level 6, 341 George St
Sydney, NSW, 2000, Australia

American Office Locations

1098 Harrison Street
San Francisco, CA, 94103
303 Colorado Street
Suite 1600
Austin, TX 78701

European Office Locations

Singel 236
1016 AB Amsterdam

Japanese Office Locations

101 Bankokubashi SOKO

4-24 Kaigandori

Naka-ku, Yokohama, 231-0002


Does your company, have a stable financial background and profile? 

We like to think so! Also, here is  CNBC's profile on Atlassian

Does your company have satisfied customers who can provide you with a reference? If yes, provide details.

Yes. We have lots of customer  case studies  and  voice of the customer interviews and references are often available on request.

Please provide your number of employees/consultants/developers.

3,500+ employees and growing daily!

Please give a brief overview of your company’s history.

From  About us :
  • Co-CEOs started the company in college with a $10,000 credit card
  • 14 years of making kickass software
  • 107,000+ customers using our products

  • 6 offices in 5 countries

  • Recorded $103 million in revenue in 2011, without one salesperson 
  • Profitable since founding in 2002—44 quarters of profitability
  • Compounded annual growth rate of 47 percent for five straight years
  • 100 million donated in Community licenses
  • 1% donated of all profits, employee time, and equity
  • Top clients include Facebook, NASA, Netflix, Twitter, Audi, LinkedIn, Netflix, Zynga, eBay, DowJones, BMW, and Nike. See more at  atlassian.com/customers .

Atlassian Products

For detailed descriptions and overviews of all of Atlassian's software development and collaboration tools visit our website.

Plan, Track, & Support
Jira Software Plan, track, and release world-class software with the #1 software development tool used by agile teams.
Jira Service DeskGive your customers an easy way to ask for help and your agents a fast way to resolve incidents.
Jira Core

Manage any business project including marketing campaigns, HR onboarding, approvals and legal document reviews.


Incidents happen. Keep your users informed and ditch the flood of support emails during downtime.

TrelloCollaborate and get more done. Trello boards enable your team to organize projects in a fun, flexible, and visual way.
Collaborate & Chat
ConfluenceSpend more time getting things done. Organize your work, create documents, and discuss everything in one place.

Self-hosted team communication, built for the enterprise. Group chat, video, and screen sharing. 


The complete communication solution that empowers teams to talk less and do more. Group messaging, video meetings, and collaboration tools.

Code, Build, & Ship
BitbucketCollaborate on code and manage your Git repositories to build and ship software, as a team.
BambooContinuous integration, deployment, and release management.

Search, monitor, and track across SVN, Git, and Perforce repositories.


Find bugs and improve code quality through peer code review.

Manage Users


The single sign-on and identity management tool that's easy to use, administer, and integrate.

General Information

Does Jira Service Desk Support...More Information


Deployment Options

We offer 3 deployment options for Jira Service Desk:

* Cloud: This is where your application is hosted on Atlassian's servers and accessed via a URL.
* Server: This is where your application is hosted on one server in your environment.
* Data Center: This is where your application is hosted on a number of servers in a cluster in your environment.

Data Center is the only Atlassian supported high availability deployment solution for Jira Service Desk. Data Center achieves high availability via active clustering and automatic failover within your data center. This means that every node in the cluster is essentially an active Jira Service Desk instance, which is able to serve requests. If a node fails, the load balancer will automatically fail sessions over to a remaining active node in the pool of nodes. Most users will not notice any downtime, as they will be automatically directed from the failed node to an active node on their next request.

Technical Documentation

Jira Service Desk Cloud documentation

Jira Service Desk Server documentation

Jira Service Desk Data Center documentation

Initial Release

2015, the release notes from every production version of Jira Service Desk Server can be viewed here


Pricing for Jira Service Desk is agent-based and depends on the type of deployment option:

Web-based architecture

Programming LanguageJava
Operating Systems

Specific to Server and Data Center only - refer to supported platforms

Cloud - is currently based on AWS, for additional details check out our Cloud infrastructure overview

Mobile Apps



Yes - Jira Service Desk REST APIs

Multi-UserYes - Setting Up Users
Change ManagementYes - Using Jira Service Desk for Change Management
Defect Management

Yes - Using Jira Service Desk for problem and incident management

Process EnactmentYes - Configuring Request Types and Workflows and Service Request Fulfillment
Authentication Options

Server and Data Center only: LDAP directory or SAML, Kerberos, Two Factor via third party add-ons

Cloud: Identity Manager

Project Management

Business Projects: Yes, Jira Service Desk comes with business project templates out-of-the-box

Build Management: No (you'd need to install Jira Software on the same server as Jira Service Desk and integrate it with Bamboo

Email Request SubmissionYes - Receiving Requests by Email
Email Notifications

Yes - Managing Email Notifications

Traceability Reporting

Yes - Setting Up Queries and Creating Reports

Gantt Charts

No - However, third party add-ons can add this functionality to Jira Service Desk

PERT Charts

No - However, third party add-ons can add this functionality to Jira Service Desk

Resource Management

No - However, third party add-ons can add this functionality to Jira Service Desk

Time Tracking

Yes - Configuring Time Tracking

Cost Tracking

No - However, third party add-ons can add this functionality to Jira Service Desk

Risk Management

No - However, third party add-ons can add this functionality to Jira Service Desk

Kanban & Scrum Support

No - Feature of Jira Software

Project portfolio management: 

No - Feature of Portfolio for Jira

Issue/Incident Management

Yes - Incident Management

Hierarchical Issues

No - However, third party add-ons can add this functionality to Jira Service Desk

Custom Fields

Yes - Adding, Editing and Deleting a Custom Field

Custom Workflows

Yes - Configuring Request Types and Workflows

Recurring TasksNo - However, third party add-ons can add this functionality to Jira Service Desk
Milestone TrackingNo - Feature of Jira Software
Task DependenciesYes - Linking Issues
ITIL ComplianceYes - Jira Service Desk is ITIL Certified

Reporting Capabilities

Standard ReportsYes - Setting Up Service Desk Reports
Custom ReportsYes - Setting Up Service Desk Reports
Administrator DashboardsYes - Setting Up Service Desk Dashboards
SLAsYes - Setting Up SLAs
Recurring/Scheduled ReportsYes - Subscribing to Search Results
Configurable Customer Satisfaction SurveyYes - Collecting Customer Satisfaction Surveys
Auto-send ReportsYes - Subscribing to Search Results
Administration Configuration
Ability to Import from Other Service DesksYes - Importing from Other Platforms
Dictate Issue Accessibility Per AgentYes - Permissions Overview
QueuesYes - Setting Up Queues for Your Team
Multiple Service Desks in the Same InstanceYes - Setting Up Your Service Desk
Ticket Routing/AutomationYes - Automating Your Service Desk
Self Service Portal
Internal and External AccessYes - Permissions Overview
Customer can track and review current and past ticketsYes - Customer Portal
Integration with Knowledge BaseYes - Knowledge base integration is available with Jira Service Desk when ALSO using Confluence Serving Customers with a Knowledge Base
Attachments via PortalYes - Attaching Files and Screenshots to Issues
Portal Branding & CustomizationYes - Configuring the Customer Portal
Customer Notification of Requests ReceivedYes - Managing Service Desk Notifications
Automated Ticket ClosureYes - Auto-Transitioning Issues
Issue SearchesYes - Searching for Issues
Knowledge Base Suggestions for Request TypesYes - Serving Customers with a Knowledge Base
Priority LevelsYes - Calculating Priority Automatically
Ticket Visibility Between Departments, Projects, and Levels of LicensingYes - Ticket Visibility
Canned Responses

Cloud: Yes ( With App

Server - Out-of-the-box

ApprovalsYes - Setting Up Approvals
EscalationsYes - Service Desk Escalations

Solution Offerings - Server VS. Cloud VS. Data Center


Available via our Data Center deployment option (High availability, horizontal scalability)


Cloud (Cloud Security)

Server/Data Center - Customer maintains control over security measures for their environment since application is self hosted)

Cost Comparison

Cloud VS. Server

Data Center Pricing


Cloud - We unofficially strive for 100 percent uptime and consistently maintain a 99.95% uptime (Atlassian On-Demand Status Page)

Server/Data Center - High availability is only available with our Data Center deployment option (High availability guide)

Storage Limits

Cloud (Storage Policy and Limits)

Server/Data Center - Dependent on customers hardware/infrastructure


Cloud (Supported Languages)

Server/Data Center (Supported Languages)

Additional community-built translation packs available for Server or Data Center deployments

Custom Domain Name

Cloud: No (Custom Prefix of @atlassian.net)

Server/Data Center: Yes (Customizing Domain Name)

Administrator Restrictions

Cloud: Yes (Restricted Functions in Jira Service Desk)

Server/Data Center: No, complete administrator functions available

Hardware Requirements

Cloud: is currently based on AWS. That said, customers are never exposed to AWS details, so no AWS knowledge is ever required. (Cloud infrastructure overview)

Server (detailed in our installation guide)

Data Center (detailed in our installation guide)

Last modified on Mar 12, 2018

Was this helpful?

Provide feedback about this article
Powered by Confluence and Scroll Viewport.