About Atlassian

Category: ITSM
Atlassian provides all ITSM requirements and is user-friendly. Empower Dev, IT Ops, and business teams to collaborate at high velocity. Respond to changes and deliver great customer and employee service experiences fast.

Company: Atlassian

Atlassian is an Australian software company that makes software development and collaboration tools centered on software developers. Their vision is to see that developers work great in small, incredibly skilled groups which are enabled with light-/right-weight equipment that help to automate collaboration and this has attributed to their massive success. Their most famous product is Jira: a bug tracking software; however, they also have had success with a wiki tool known as Confluence and other software development tools which are available on a SaaS or download basis.

In-Depth Analysis

0 Overall
Price 5.0
Ease Of Use 4.5
Features 4.0
Support 4.5


  • Flexible and tailored to meet a particular organization’s needs.
  • Easily creates, assigns and monitors tasks easily.
  • High control and wide choice of features.
  • Full-featured easy-to-use platform.


  • Slow UI.
  • Absence of ready-made templates to ease rolling out products for production.
  • Pricing is rather expensive.

Atlassian Comparisons

Plans & Pricing
$7.5/user in a team of 10
$14.5/user in a team of 10
only available when you attain 801 members
Ease of Use

Unlike its competitors, Atlassian provides all ITSM requirements and is user-friendly. It was quite easy for me to understand and set up the admin panel to my preferred setting for use. The form customization tool met all my complex requirements and it was easy for me to apply.
It has a great and welcoming look, which made my experience nice and intuitive.
The web user interface and mobile applications make it exceptionally user-friendly. I observed that the post-go-live assistance was very helpful. Immediate chat response and contact escalation made CSI easy to implement.

Customer Support

Atlassian offers online (social media) support, email support and phone calls.
● Personal experience with Atlassian support group:
To the best of my experience, their user support is very active and responsive. Through this, I could understand the company’s core values of treating each customer especially.
They made sure all the issues I raised concerning their software were tackled with immediate effect and I could go on using the software in no time. It was very reassuring to see that the support group was accurately responsive.
● Their additional customer resources include:
-Online documentation: these are basic guidelines on how to use Atlassian products.
-Support services: this includes enterprise support for large teams, partner support in form of third-party consultants and Atlassian support a hub for teams and admins.
-Work-life blog: this is full of helpful information.
-Community support: you can also get answers and solutions from other Atlassian users.
-Technical Account Management: Atlassian provides enterprise companies with proper TAMs which enables them to make smarter decisions, monitor analytics, upgrade planning and optimize productivity.
-Training: they also provide webinars and other forms of training to help users get certified.

24/7 Help & Support
24/7 Help & Support
There is 24/7 support available to all users.
Phone Support
Phone Support
Phone support available to all users, regardless of package.
Live Online Chat
Live Online Chat
Yes, very responsive
There is an option for all users to email the support team.
Video Tutorials
Video Tutorials
Available and very informative
Extensive FAQ library
Available with streams of useful information
Features & Functionality
General Features

Atlassian offers a variety of software development services, which makes it a giant in the ITSM industry.

Some of its features include:

  • Unmatched IT service management: experience superb service management that focuses on user experience.
  • Unified service catalog: this ensures speedy workflow in delivering services.
  • Efficient incident management: get used to automated ticket routing, prioritization, notification and knowledge-based ticket integration.
  • SLA management: automated escalation rules to communicate SLA violations.
  • Time Tracking services
  • Surveys
  • Good access and usability


Atlassian software can easily be integrated into your current business environment with integrations available for popular business apps.

Native Integrations: Amongst the native Integrations are Jira service desk, Slack, Ms Teams, Jira, Zoom, Rescue, Confluence, Bitbucket and many other integrations which enable you to Import digital assets right from cloud storage.

  • Asset Discovery and Management
  • Configuration Management
  • Incident and Problem Management
  • Self-Service Support Desk
  • Knowledge Management
  • Request Management
  • Metrics & Analytics
  • BI & Reporting
  • Multi-Cloud Support
  • Automated Workflows
  • DevOps Integration
  • Dashboards and Reports
  • Multi-Lingual
  • Native Mobile App
  • Single System of Record
  • Virtual Agent
Incident Management
  • Major Incident Management
  • Single-Pane Agent View
  • AI-Powered Insight
  • Omni-Channel Notifications
  • Visual Task Boards
  • Guided Setup
Problem Management
  • Contextual Knowledge
  • Automated Notifications
  • Remediation Plans
  • Real-Time Analytics
Change Management
  • Multimodal Change
  • Change Success Score
  • Change Approval Policies
  • Risk Intelligence
  • Built-In Risk Assessment and Calculation
Request Management
  • Chatbot-Embedded Portals
  • Service Catalog Builder
  • Embedded Experiences
  • Graphical Workflow
  • Two-Way Notifications
  • Quick & Easy Approvals
  • Report Designer
  • Report Administration
  • Natural Language Query
  • Dashboards

Atlassian services were very easy to implement and I can say it’s the best for any ITSM team. It offers efficient features and allows ease of management of products and services.

Walter Washington
Author: Walter Washington
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