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
Top Rated Jira Service Management Alternatives
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 26 Jira Service Management reviews. | 78% (Based on 26 reviews) | |
Customization | As reported in 29 Jira Service Management reviews. Allows users to customize chat colors, text, logos, and branding. | 82% (Based on 29 reviews) | |
User, Role, and Access Management | Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. 28 reviewers of Jira Service Management have provided feedback on this feature. | 84% (Based on 28 reviews) | |
Integration | Based on 26 Jira Service Management reviews. Integrates with other customer service software to improve support and enhance functionality | 90% (Based on 26 reviews) | |
Reporting | As reported in 27 Jira Service Management reviews. Provides analytics tools that reveal important business metrics and track progress | 85% (Based on 27 reviews) | |
Dashboards | Displays important metrics relating to performance This feature was mentioned in 25 Jira Service Management reviews. | 83% (Based on 25 reviews) |
Ticket and Case Management
Ticket Creation User Experience | Based on 28 Jira Service Management reviews. User Experience of creating and submitting a ticket | 89% (Based on 28 reviews) | |
Ticket Response User Experience | As reported in 26 Jira Service Management reviews. User Experience of responding and receiving a response | 92% (Based on 26 reviews) | |
Workflow | Route tickets based on values of fields, changes to ticket status and time based conditions This feature was mentioned in 28 Jira Service Management reviews. | 87% (Based on 28 reviews) | |
Automated Response | Respond to common requests with standard reply 26 reviewers of Jira Service Management have provided feedback on this feature. | 89% (Based on 26 reviews) | |
SLA Management | See feature definition | Offers tools for managing and tracking service-level agreements (SLAs) This feature was mentioned in 25 Jira Service Management reviews. | 85% (Based on 25 reviews) |
Attachments/Screencasts | As reported in 27 Jira Service Management reviews. Documents and files can be attached to the ticket to communicate with customer issues/resolutions | 85% (Based on 27 reviews) | |
Ticket Collaboration | Share and collaborate on tickets with multiple customer service representatives This feature was mentioned in 27 Jira Service Management reviews. | 91% (Based on 27 reviews) | |
Customer/Contact Database | Based on 25 Jira Service Management reviews. Central repository for account and contact information | 80% (Based on 25 reviews) |
Communication Channels
Customer Portal | Based on 29 Jira Service Management reviews. Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents | 86% (Based on 29 reviews) | |
Email to Case | As reported in 29 Jira Service Management reviews. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket | 86% (Based on 29 reviews) | |
Live Chat Support | As reported in 22 Jira Service Management reviews. Ability for customer service agents to communicate with customers via live chat to solve problems live | 80% (Based on 22 reviews) | |
Social Media Integration | Based on 20 Jira Service Management reviews. Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks | 78% (Based on 20 reviews) | |
Voice | Make and receive calls directly in the application. Track and record calls for analysis. This feature was mentioned in 19 Jira Service Management reviews. | 75% (Based on 19 reviews) |
Incident Management
Automate Ticket Routing | Routes tickets automatically to the appropriate user. This feature was mentioned in 220 Jira Service Management reviews. | 87% (Based on 220 reviews) | |
Ticket Prioritization | As reported in 227 Jira Service Management reviews. Prioritizes tickets based on factors configured by the user. | 87% (Based on 227 reviews) | |
Ticket Notifications | Based on 237 Jira Service Management reviews. Notifies the IT team when a ticket needs action. | 87% (Based on 237 reviews) | |
Knowledge Base | Provides a forum for answers to common questions. This feature was mentioned in 193 Jira Service Management reviews. | 83% (Based on 193 reviews) | |
Knowledge Base/Ticket Integration | Integrates knowledge base articles into a ticket. 190 reviewers of Jira Service Management have provided feedback on this feature. | 83% (Based on 190 reviews) |
Reporting
Dashboards | As reported in 223 Jira Service Management reviews. Displays important metrics relating to performance. | 84% (Based on 223 reviews) | |
Time Tracking | Based on 217 Jira Service Management reviews. Tracks time worked on a ticket. | 84% (Based on 217 reviews) | |
Surveys | Provides surveys to measure employee satisfaction. This feature was mentioned in 148 Jira Service Management reviews. | 79% (Based on 148 reviews) |
Access & Usability
Mobile | As reported in 144 Jira Service Management reviews. Enables access to service desk features via mobile device. | 78% (Based on 144 reviews) | |
Self Service | Enables employees to view the status of their tickets. This feature was mentioned in 192 Jira Service Management reviews. | 85% (Based on 192 reviews) | |
Active Directory | Provides a directory of all users within an organization. 155 reviewers of Jira Service Management have provided feedback on this feature. | 84% (Based on 155 reviews) | |
Multi-Channel Access | Enables access to service desk features through multiple channels such as email, phone, or the portal. This feature was mentioned in 151 Jira Service Management reviews. | 83% (Based on 151 reviews) |
Administration
Change Management | Based on 75 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 75 reviews) | |
Asset Management | Based on 69 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 69 reviews) | |
Reports & Analytics | Based on 81 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 81 reviews) |
Service Desk
Help Desk | Based on 88 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. | 90% (Based on 88 reviews) | |
Incident Reports | Based on 87 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 87 reviews) | |
Process Workflow | Based on 88 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 88 reviews) |
Functionality
Ticketing System | Based on 68 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 68 reviews) | |
Performance Logging | As reported in 60 Jira Service Management reviews. Tracks action-by-action asset performance with machine- or human-readable logs. | 90% (Based on 60 reviews) | |
Alerting | Based on 65 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 65 reviews) | |
Automation | Based on 64 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 64 reviews) |
Management
Reporting | Based on 64 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 64 reviews) | |
Administration Console | Based on 59 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 59 reviews) | |
Access Management | Based on 60 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 60 reviews) | |
Asset Management | Based on 56 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 56 reviews) | |
Policy Dictation | Based on 52 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 52 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) |
