Jira Service Management Features
What are the features of Jira Service Management?
Incident Management
- Automate Ticket Routing
- Ticket Prioritization
- Ticket Notifications
- Knowledge Base
- Knowledge Base/Ticket Integration
Reporting
- Dashboards
- Time Tracking
- Surveys
Access & Usability
- Mobile
- Self Service
- Active Directory
- Multi-Channel Access
Service Desk
- Help Desk
- Incident Reports
- Process Workflow
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Jira Service Management Categories on G2
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Platform
Mobile User Support | Allows software to be easily used on multiple mobile devices include phone and tablet devices. This feature was mentioned in 25 Jira Service Management reviews. | 77% (Based on 25 reviews) | |
Customization | Based on 28 Jira Service Management reviews. Allows users to customize chat colors, text, logos, and branding. | 82% (Based on 28 reviews) | |
User, Role, and Access Management | Based on 27 Jira Service Management reviews. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | 83% (Based on 27 reviews) | |
Integration | Integrates with other customer service software to improve support and enhance functionality This feature was mentioned in 25 Jira Service Management reviews. | 90% (Based on 25 reviews) | |
Reporting | Based on 26 Jira Service Management reviews. Provides analytics tools that reveal important business metrics and track progress | 84% (Based on 26 reviews) | |
Dashboards | Based on 24 Jira Service Management reviews. Displays important metrics relating to performance | 82% (Based on 24 reviews) |
Ticket and Case Management
Ticket Creation User Experience | User Experience of creating and submitting a ticket 27 reviewers of Jira Service Management have provided feedback on this feature. | 90% (Based on 27 reviews) | |
Ticket Response User Experience | User Experience of responding and receiving a response 25 reviewers of Jira Service Management have provided feedback on this feature. | 92% (Based on 25 reviews) | |
Workflow | As reported in 27 Jira Service Management reviews. Route tickets based on values of fields, changes to ticket status and time based conditions | 87% (Based on 27 reviews) | |
Automated Response | Respond to common requests with standard reply 25 reviewers of Jira Service Management have provided feedback on this feature. | 89% (Based on 25 reviews) | |
SLA Management | See feature definition | As reported in 24 Jira Service Management reviews. Offers tools for managing and tracking service-level agreements (SLAs) | 85% (Based on 24 reviews) |
Attachments/Screencasts | Documents and files can be attached to the ticket to communicate with customer issues/resolutions This feature was mentioned in 26 Jira Service Management reviews. | 85% (Based on 26 reviews) | |
Ticket Collaboration | As reported in 26 Jira Service Management reviews. Share and collaborate on tickets with multiple customer service representatives | 91% (Based on 26 reviews) | |
Customer/Contact Database | Central repository for account and contact information This feature was mentioned in 24 Jira Service Management reviews. | 80% (Based on 24 reviews) |
Communication Channels
Customer Portal | Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents 28 reviewers of Jira Service Management have provided feedback on this feature. | 86% (Based on 28 reviews) | |
Email to Case | Based on 28 Jira Service Management reviews. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket | 85% (Based on 28 reviews) | |
Live Chat Support | Ability for customer service agents to communicate with customers via live chat to solve problems live 21 reviewers of Jira Service Management have provided feedback on this feature. | 79% (Based on 21 reviews) | |
Social Media Integration | Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks 19 reviewers of Jira Service Management have provided feedback on this feature. | 78% (Based on 19 reviews) | |
Voice | Based on 18 Jira Service Management reviews. Make and receive calls directly in the application. Track and record calls for analysis. | 75% (Based on 18 reviews) |
Incident Management
Automate Ticket Routing | Routes tickets automatically to the appropriate user. This feature was mentioned in 219 Jira Service Management reviews. | 87% (Based on 219 reviews) | |
Ticket Prioritization | As reported in 226 Jira Service Management reviews. Prioritizes tickets based on factors configured by the user. | 87% (Based on 226 reviews) | |
Ticket Notifications | As reported in 236 Jira Service Management reviews. Notifies the IT team when a ticket needs action. | 87% (Based on 236 reviews) | |
Knowledge Base | As reported in 192 Jira Service Management reviews. Provides a forum for answers to common questions. | 83% (Based on 192 reviews) | |
Knowledge Base/Ticket Integration | As reported in 189 Jira Service Management reviews. Integrates knowledge base articles into a ticket. | 83% (Based on 189 reviews) |
Reporting
Dashboards | Displays important metrics relating to performance. This feature was mentioned in 222 Jira Service Management reviews. | 84% (Based on 222 reviews) | |
Time Tracking | Tracks time worked on a ticket. 216 reviewers of Jira Service Management have provided feedback on this feature. | 84% (Based on 216 reviews) | |
Surveys | Provides surveys to measure employee satisfaction. 147 reviewers of Jira Service Management have provided feedback on this feature. | 79% (Based on 147 reviews) |
Access & Usability
Mobile | Enables access to service desk features via mobile device. 143 reviewers of Jira Service Management have provided feedback on this feature. | 78% (Based on 143 reviews) | |
Self Service | Enables employees to view the status of their tickets. 191 reviewers of Jira Service Management have provided feedback on this feature. | 85% (Based on 191 reviews) | |
Active Directory | Provides a directory of all users within an organization. This feature was mentioned in 154 Jira Service Management reviews. | 84% (Based on 154 reviews) | |
Multi-Channel Access | As reported in 150 Jira Service Management reviews. Enables access to service desk features through multiple channels such as email, phone, or the portal. | 83% (Based on 150 reviews) |
Administration
Change Management | Based on 74 Jira Service Management reviews and verified by the G2 Product R&D team. Tools to track and implement required IT changes in a system. | 90% (Based on 74 reviews) | |
Asset Management | Based on 68 Jira Service Management reviews and verified by the G2 Product R&D team. Tools to organize and manage all IT assets within an organization. | 85% (Based on 68 reviews) | |
Reports & Analytics | Based on 80 Jira Service Management reviews and verified by the G2 Product R&D team. A means to view and analyze a large amount of data in order to gain business insights. | 89% (Based on 80 reviews) |
Service Desk
Help Desk | Based on 87 Jira Service Management reviews and verified by the G2 Product R&D team. A place for users to submit tickets when they require IT help. | 89% (Based on 87 reviews) | |
Incident Reports | Based on 86 Jira Service Management reviews and verified by the G2 Product R&D team. Reports based on IT incidents so IT members can prioritize high risk issues and maintain a record of problems and how often they occur. | 90% (Based on 86 reviews) | |
Process Workflow | Based on 87 Jira Service Management reviews and verified by the G2 Product R&D team. The ability to create flowcharts and other means to outline specific processes to ensure that all requirements are met. | 89% (Based on 87 reviews) |
Functionality
Ticketing System | Based on 67 Jira Service Management reviews and verified by the G2 Product R&D team. Provides a service desk for users to submit tickets for IT-related issues. | 91% (Based on 67 reviews) | |
Performance Logging | As reported in 59 Jira Service Management reviews. Tracks action-by-action asset performance with machine- or human-readable logs. | 90% (Based on 59 reviews) | |
Alerting | Based on 64 Jira Service Management reviews and verified by the G2 Product R&D team. Creates alerts when tracked assets encounter errors or performance issues. | 88% (Based on 64 reviews) | |
Automation | Based on 63 Jira Service Management reviews and verified by the G2 Product R&D team. Automates repetitive tasks associated with IT service operations and maintenance. | 89% (Based on 63 reviews) |
Management
Reporting | Based on 63 Jira Service Management reviews and verified by the G2 Product R&D team. Provides graphics, dashboards, and general reporting around IT service, assets, and incidents. | 91% (Based on 63 reviews) | |
Administration Console | Based on 58 Jira Service Management reviews and verified by the G2 Product R&D team. Provides administrative tools for routine maintenance, upkeep, and tracking. | 90% (Based on 58 reviews) | |
Access Management | Based on 59 Jira Service Management reviews and verified by the G2 Product R&D team. Gives administrators control over user privileges and accessibility for IT assets. | 88% (Based on 59 reviews) | |
Asset Management | Based on 55 Jira Service Management reviews and verified by the G2 Product R&D team. Gives administrators control over hardware and software resource allocation and tracking. | 88% (Based on 55 reviews) | |
Policy Dictation | Based on 51 Jira Service Management reviews and verified by the G2 Product R&D team. Controls policies and configurations across business applications and hardware. | 86% (Based on 51 reviews) |
Monitoring
Constant Monitoring | Based on 73 Jira Service Management reviews and verified by the G2 Product R&D team. Monitors systems constantly in real-time. | 89% (Based on 73 reviews) | |
Timely Alerts | Based on 77 Jira Service Management reviews and verified by the G2 Product R&D team. Alerts users of incidents and issues as soon as they arise. | 91% (Based on 77 reviews) | |
TIcket Accuracy | Based on 77 Jira Service Management reviews and verified by the G2 Product R&D team. Generates accurate incident reports. | 91% (Based on 77 reviews) |
Management Tools
Ticket Assignment | Based on 77 Jira Service Management reviews and verified by the G2 Product R&D team. Assigns tickets to relevant team members. | 90% (Based on 77 reviews) | |
Standardization | Based on 76 Jira Service Management reviews and verified by the G2 Product R&D team. Cultivates a standardized workflow for enhanced organization. | 89% (Based on 76 reviews) | |
Lifecycle Visualization | Based on 65 Jira Service Management reviews and verified by the G2 Product R&D team. Grants transparent overviews for the lifecycle of each incident. | 92% (Based on 65 reviews) |
