--- title: Jira Service Management Reviews meta_title: 'Jira Service Management Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 988 reviews by the users' company size, role or industry to find out how Jira Service Management works for a business like yours. aggregate_rating: rating_value: 4.3 review_count: 988 scale: '5' date_modified: '2026-07-13' parent_category: name: IT Management url: https://www.g2.com/categories/it-management --- # Jira Service Management Reviews **Vendor:** Atlassian **Category:** [Service Desk Software](https://www.g2.com/categories/service-desk) **Average Rating:** 4.3/5.0 **Total Reviews:** 988 ## About Jira Service Management Jira Service Management is an IT Service Management (ITSM) solution. Built on the Atlassian platform, Jira Service Management enables teams to deliver and manage services for internal and external stakeholders. Teams from Development to IT to HR use Jira Service Management to intake requests from employees, respond to incidents, deploy changes to improve products or services, track assets, surface knowledge, and automate workflows. ## Jira Service Management Pros & Cons **What users like:** - Users find Jira Service Management to be **extremely user-friendly** , enhancing daily processes and overall service efficiency. (46 reviews) - Users value the **seamless integration** with Jira and development tools, enhancing efficiency in their IT support processes. (32 reviews) - Users value the **customizable workflows and automation** in Jira Service Management, enhancing efficiency in IT support processes. (31 reviews) - Users value the **efficient ticket management** in Jira Service Management, enhancing accountability and streamlining workflows for teams. (31 reviews) - Users appreciate the **effortless tracking** capabilities of Jira Service Management, enhancing efficiency and transparency in service management. (29 reviews) - Users love the **customizable workflows and automation** , enhancing efficiency and adaptability in managing service requests. (28 reviews) - Efficiency (26 reviews) - Customer Support (25 reviews) - Tracking (24 reviews) - Ticketing System (23 reviews) **What users dislike:** - Users find the **learning curve steep** , requiring significant time and training to navigate Jira Service Management effectively. (33 reviews) - Users find the **complexity of setup and configuration** can overwhelm new users and smaller teams without support. (28 reviews) - Users note the **steep learning curve** of Jira Service Management, making onboarding difficult for new or non-technical users. (27 reviews) - Users find the **complex setup** of Jira Service Management challenging, especially for new or non-technical teams. (22 reviews) - Users often find the **complex UI** of Jira Service Management overwhelming, complicating onboarding and overall usability. (16 reviews) - Expensive (16 reviews) - Complex Administration (13 reviews) - Interface Issues (13 reviews) - Limited Customization (12 reviews) - Difficult Setup (11 reviews) ## Jira Service Management Reviews ### 1. Seamless Jira Integration That Streamlines Service Requests and Support Workflows **Rating:** 4.5/5.0 stars **Reviewed by:** Ravindra N. | SDET - 2, Oil & Energy, Enterprise (> 1000 emp.) **Reviewed Date:** July 07, 2026 **What do you like best about Jira Service Management?** What I like most about Jira Service Management is its seamless integration with Jira and its ability to streamline service requests, incident management, and support workflows. It provides a centralized platform for managing customer requests while keeping development and operations teams aligned. Customizable service request and incident workflows. Seamless integration with Jira Software for issue tracking. Self-service portal and knowledge base integration. SLA tracking and automation for timely request resolution. Powerful queues, dashboards, and reporting for support teams. For me, the most valuable feature is the integration with Jira. Support tickets can be easily linked to development tasks and bugs, improving collaboration between support, QA, and engineering teams while ensuring issues are tracked through to resolution. The biggest benefit is improved operational efficiency. It helps teams manage incidents, service requests, and changes in a structured way, leading to faster response times, better visibility, and a more organized support process. **What do you dislike about Jira Service Management?** While Jira Service Management is a powerful platform, there are a few things that can be frustrating. The initial setup and configuration can be complex, especially for teams without dedicated Jira administrators. Customizing workflows, request types, and automation rules often requires significant time and expertise. The user interface can feel cluttered, making it difficult for new users to find what they need. Search and filtering aren't always intuitive, particularly when dealing with a large number of tickets. Licensing costs can become expensive as the number of agents and premium features increases. Performance may slow down when working with large projects or complex workflows. For me, the biggest drawback is the administrative complexity. Jira Service Management is highly flexible, but configuring and maintaining it often takes more effort than expected. Simple changes can require multiple configuration steps, making it less approachable for smaller teams. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management solves the problem of managing support requests, incidents, and service operations in a structured and transparent way. Instead of relying on emails or spreadsheets, all requests are tracked in a centralized system with clear ownership and status. Centralizes incident, service request, and change management. Automates ticket routing, approvals, and SLA tracking. Improves collaboration between support, QA, development, and operations teams. Provides complete visibility into ticket status, priorities, and resolution progress. Maintains a history of issues for easier troubleshooting and knowledge sharing. In my day-to-day work, Jira Service Management helps me track production issues, customer-reported bugs, service requests, and operational tasks. It ensures that every request is assigned, prioritized, and followed through to resolution while keeping all stakeholders informed. The biggest benefit is improved operational efficiency. It reduces manual coordination, helps teams meet SLA commitments, and enables faster incident resolution through better collaboration and workflow automation. ### 2. Jira Service Management for Efficient Ticket Tracking and Support Workflow **Rating:** 5.0/5.0 stars **Reviewed by:** Priyanka B. | Senior QA Automation Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** May 15, 2026 **What do you like best about Jira Service Management?** What I like best about Jira Service Management is how it brings requests, workflows, and tracking together in one place. It makes it easier to manage work from submission to resolution without losing visibility. I also like its automation and SLA features because they help teams respond faster and stay organized. The collaboration and reporting capabilities are useful too, especially when multiple teams need to stay aligned on support or service issues. **What do you dislike about Jira Service Management?** One thing I dislike about Jira Service Management is that it can feel complex to configure and maintain. If the setup is not tailored well, the workflows, permissions, and ticket structure can become harder to manage than they should be. I also find that some parts of the interface and ticket formatting can feel less smooth than expected, especially when teams want a very simple support experience. In larger setups, it can take quite a bit of effort to keep everything organized and aligned with the process. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management helps solve the problem of scattered support requests by bringing everything into a single, organized workflow. This makes it easier to track issues clearly, cut down on back-and-forth, and ensure requests move through the right steps without getting lost. It also improves visibility and collaboration across teams. You can quickly see ticket status, move approvals along faster, and automate repetitive tasks, which saves time and lets teams focus on more important work. ### 3. JIRA review on panel **Rating:** 4.5/5.0 stars **Reviewed by:** Gaurav S. | Salesforce Email Executive, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** July 02, 2025 **What do you like best about Jira Service Management?** Jira is one of the best project management tools available today. It is very useful for all kinds of teams, whether they are in IT, support, or other departments. With Jira Service Management, we can easily track open tickets and monitor the progress of each task. The team can plan, assign, and manage their work in an organised way. It helps in improving productivity and coordination among team members. Everything is transparent, so nothing gets missed. Overall, it makes project handling much easier and more efficient for everyone involved. **What do you dislike about Jira Service Management?** One thing I don’t like about Jira Service Management is that sometimes it is hard to find which ticket is assigned to me. The tool does not clearly show it, so I have to search a lot or ask others for help. This can waste time and cause confusion. Also, sometimes Jira does not guide me properly or give me a clear direction on what to do next. It feels like I am stuck or unsure about the next steps. If these issues are improved, Jira will become even more user-friendly and efficient for daily work. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management helps me manage my work more easily and in an organised way. In my role, I mainly review tickets that are created by the content team or management team. Whenever a new Jira ticket comes in, I get an automatic email. I open the ticket and check many things carefully. I make sure that the content written is correct and suitable, the mailer team has used the proper code, the CTA (Call to Action) has the correct title tag, and the overall design of the email looks good and is properly formatted. I do a full audit to ensure there are no mistakes. If everything is correct, I approve the ticket and close it in Jira. This process helps avoid errors and ensures smooth communication. Jira makes tracking all these tasks simple, and it improves the workflow between teams, which helps me do my job more efficiently. ### 4. Boosts infrastructure Operations Efficiency and reduces Issue Management timelines **Rating:** 5.0/5.0 stars **Reviewed by:** RaviShankar S. | Senior Enterprise Cloud Architect, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** December 16, 2025 **What do you like best about Jira Service Management?** JIRA Service Management is really valuable for tracking issues, sharing updates, collaborating with theinternal support team responsible for resolving problems, and we can document the incidents for knowledge management. By using JIRA JSM as the Blue Yonder Product teams internal Ticketing system, we saw a noticeable improvements in our Mean Time to Resolution (MTTR) and Service Level Agreements (SLAs), which resulted in increased operational efficiency when addressing issues. **What do you dislike about Jira Service Management?** Renewal costs, and customers sometimes face obstacles when it comes to tools integration. Furthermore, the Atlassian JIRA support team could improve their assistance to users by undergoing more formal training. **What problems is Jira Service Management solving and how is that benefiting you?** In Blue Yonder, we completely rely on JIRA Service Management Tool to manage the IT infrastructure and application Support team Incidents, and we also use it to assign user stories and tasks to our internal support teams across different projects. ### 5. Data-Driven Ticket Alerts That Save Time **Rating:** 4.0/5.0 stars **Reviewed by:** Sahil P. | AIML Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2026 **What do you like best about Jira Service Management?** I really like the data-driven approach and the ticket alerts. As a developer, it’s one of the most convenient features, and it saves me a lot of time. Another feature I use consistently is epics and webhooks, which I find to be much better than what I’ve seen in other tools. **What do you dislike about Jira Service Management?** Adjusting backend settings—like ticket workflows, backup administration, user management, and fields—doesn’t feel very well defined and often seems fragmented. Because of that, it can sometimes take extra time to get everything set up the way I want. Also I can’t combine tickets and have to mark as a duplicate for more. **What problems is Jira Service Management solving and how is that benefiting you?** As a team, we have to spend a lot of time customizing the portal, forms, flows, and other pieces to get everything working smoothly. Once that setup is done, the workflows are really strong, and it improves our overall speed. ### 6. Jira Service Management: The Glue for Multi-Vendor Delivery and Clear Leadership Insights **Rating:** 5.0/5.0 stars **Reviewed by:** Abhay K. | Senior Integration Specialist, Leisure, Travel & Tourism, Enterprise (> 1000 emp.) **Reviewed Date:** June 14, 2026 **What do you like best about Jira Service Management?** I have just finished a massive digital transformation project for a leisure cruise travel client, where we orchestrated changes across Salesforce and Couchbase, as well as a legacy IBM Mainframe and a Snowflake database. Jira Service Management was the glue that held our overall delivery and time tracking together across a multi-vendor, multi-continental team. Creating Epics, Stories, Defects, and spikes effortlessly, along with backlog grooming, really supported our scrum team (and eventually our scrum-of-scrums team). The ability to create defects and link them to Stories and the relevant Epics helped us track delivery quality and gave leadership clearer feedback on code quality. JIRA also provided strong insights for high-level leadership, with the visibility they needed to analyze overall team velocity and spot multi-vendor bottlenecks ahead of time. **What do you dislike about Jira Service Management?** I’ve been using JIRA for the past few years, and so far I haven’t run into any issues with it. I haven’t had problems with pricing or with creating workflows—everything has worked perfectly fine for me. **What problems is Jira Service Management solving and how is that benefiting you?** I am working on a multi-vendor setup for my current software development project, which involves Salesforce, MuleSoft, Couchbase, Snowflake, and legacy technologies like IBM Mainframe and Siebel. Each of these technology deliveries has different development teams and different delivery timelines, but they are all tightly integrated with one another. Without JIRA Service Management, it would have been impossible to track the dependencies. JIRA’s epic and sprint planning features help us visualize technical blockers ahead of time, before the sprint starts. This makes it much easier for the Scrum of Scrums to coordinate development across multiple vendors; otherwise, it would be a nightmare to maintain delivery velocity. ### 7. Boosts Efficiency with Easy Integrations **Rating:** 5.0/5.0 stars **Reviewed by:** Abhishek S. | Marketing Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** June 03, 2026 **What do you like best about Jira Service Management?** I use Jira Service Management to handle our day-to-day IT requests, employee access requests, system issues, project tracking, and visibility. I find that efficiency is the most important thing Jira Service Management provides. I like how easy it is to work on day-to-day tasks. The integration with other platforms is quite easy, keeping everyone on the same page. For example, receiving updates or alerts about any ticket or project on Slack makes life super easy. **What do you dislike about Jira Service Management?** A couple of things come to mind. First, some configuration and permissions can be harder to understand than they need to be, especially when you are setting up a new project or request type. A simpler and more intuitive permission structure would help. At times, it can be difficult to understand why certain users can or cannot access specific projects. It was quite challenging initially. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management enhances efficiency, making day-to-day tasks easier. Integration with other platforms keeps everyone on the same page, simplifying updates and alerts, particularly through Slack. ### 8. Straightforward Ticket Tracking That Speeds Up Issue Resolution **Rating:** 5.0/5.0 stars **Reviewed by:** Aryan S. | Senior Business Development Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 03, 2026 **What do you like best about Jira Service Management?** What I like best about Jira Service Management is that I don’t have to keep following up on emails to know what’s happening with my request. Whenever I raise a ticket, I can easily check the status and see updates in one place. It’s pretty straightforward to use, even for someone who isn’t from a technical background. I also like that nothing gets lost in long email chains anymore. It has made it much easier for me to reach the right team and get issues resolved faster. **What do you dislike about Jira Service Management?** when you’re trying to find specific information, especially if there are a lot of tickets and updates. The interface has many options, which is useful, but for occasional users it can take some time to figure out where everything is. Also, some notifications can be repetitive, and I end up receiving more emails than I really need. **What problems is Jira Service Management solving and how is that benefiting you?** For this i just have one word which is efficiency, efficiency because more structured way and having visibility of everything you need ### 9. Jira Makes Project Management Possible with Smarter Pipelines and AI Power **Rating:** 5.0/5.0 stars **Reviewed by:** Tanu S. | Deputy Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** June 04, 2026 **What do you like best about Jira Service Management?** We have been using Jira software for a couple of years now, and it has helped us a lot, especially with task optimisation, clearer pipelines, and better resource allocation. In short, I’d put it this way: project management without Jira wouldn’t be possible for us, especially with their AI power tool. **What do you dislike about Jira Service Management?** I believe the pricing can be much better, and sometimes we feel lag when it comes to shifting the view of tiles, so that is something which we don’t like, but otherwise, I feel I mean the premium or the premium pricing can be little more better **What problems is Jira Service Management solving and how is that benefiting you?** I mean, like every other business, one thing which is scattered data and scattered request that has one thing which Jira has solved for us in a good way because it has given us the easiest way to look at the complex things ### 10. Customizable Queues and Automation That Save Hours—Plus Seamless Slack Alerts **Rating:** 4.0/5.0 stars **Reviewed by:** Yulian R. | SysAdmin - Compliance, Small-Business (50 or fewer emp.) **Reviewed Date:** February 17, 2026 **What do you like best about Jira Service Management?** The customizable queues and automation rules really stand out. I use the SLA tracking and asset management every day for our SOC tickets and compliance audits. The drag-and-drop reassignments are quick and save me a couple of hours each week during incident response. An unexpected win is how seamlessly it links with Slack for real-time alerts, so I can stay on top of updates without leaving my dashboard. **What do you dislike about Jira Service Management?** The reporting dashboard feels clunky when I need custom security metrics. Pulling SLA breach data requires extra filters and exports, and that slows down my weekly compliance reporting by about an hour. The UI also feels overwhelming when I’m trying to do quick mobile checks during standups, and non-technical stakeholders tend to get lost when navigating the queues. A simpler drag-and-drop report builder, or a much better mobile view, would go a long way toward fixing this. **What problems is Jira Service Management solving and how is that benefiting you?** We used to struggle with scattered email threads and spreadsheets to track SOC incidents and compliance audits, which led to slower responses and missed SLAs. Since moving to Jira Service Management, we’ve been able to automate ticket routing and set up SLA alerts, and the impact has been clear: about 30% faster resolution times and fewer escalations to execs. It’s also made audit prep much smoother—what used to take days can now be done in hours. ### 11. Great tool for automating requests. **Rating:** 4.0/5.0 stars **Reviewed by:** Margarita Rosa C. | Auxiliar administrativo, Small-Business (50 or fewer emp.) **Reviewed Date:** May 01, 2026 **What do you like best about Jira Service Management?** One of my clients introduced me to Jira as a way to automate a process for the maintenance department. Since then, I’ve been able to get all the traceability I need whenever I request an equipment repair. **What do you dislike about Jira Service Management?** I don’t use it very often, but one issue I’ve noticed is that sometimes the notification doesn’t come through to my email when there’s an update to the request. **What problems is Jira Service Management solving and how is that benefiting you?** That equipment repair process is much quicker. It takes me fewer steps to place an order request. Before Jira, I needed to send an email to the client and then wait for him to continue the process. ### 12. Task Management Made Easy, Great Monitoring **Rating:** 4.5/5.0 stars **Reviewed by:** Shashank G. | Platform Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** June 03, 2026 **What do you like best about Jira Service Management?** I appreciate using Jira Service Management for task management and its ability to view progress in real time. The Kanban view, which allows me to see task status for the whole team, is really helpful. My daily work focuses a lot on delegating tasks to my team, so watching them close the tasks out with criteria is really beneficial. **What do you dislike about Jira Service Management?** Overall ease of use for new users, especially the need for better training on basics and quick tour guides. **What problems is Jira Service Management solving and how is that benefiting you?** I use Jira Service Management for managing tasks and projects, including sprint planning. The Kanban boards help me see the status of tasks across the whole team. It aids in task delegation, allowing me to track closures based on criteria. ### 13. Structured Ticketing and Automation That Streamline Issue Resolution **Rating:** 4.5/5.0 stars **Reviewed by:** Mani J. | IT Support and Operations Support, Mid-Market (51-1000 emp.) **Reviewed Date:** April 07, 2026 **What do you like best about Jira Service Management?** It has a structured ticketing system that keeps requests organized and easy to track. The built-in automation helps cut down on manual work and speeds up issue resolution. It also integrates well with other tools, which makes incident and service management more efficient overall. **What do you dislike about Jira Service Management?** The interface and workflows can start to feel confusing once they’ve been heavily customized, making it harder to navigate and follow processes. **What problems is Jira Service Management solving and how is that benefiting you?** It centralizes incidents, service requests, and changes into a structured workflow with clear ownership and responsibility. For me, this translates into faster response times, stronger accountability, and a more efficient, better-organized support operation overall. ### 14. Effortless Support and Seamless Integration for All Teams **Rating:** 5.0/5.0 stars **Reviewed by:** Daniel V. | IT Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** December 18, 2025 **What do you like best about Jira Service Management?** What I like best about Jira Service Management is the ease of use for both IT (and even non-IT teams) to provide great customer support, easily integrating all the number of features Atlassian has to offer, into our environment. Our teams are able to use it every day and and not be annoyed with it, compared to other ITSM solutions. **What do you dislike about Jira Service Management?** The licensing model, and not being able to purchase smaller batches, is my dislike. **What problems is Jira Service Management solving and how is that benefiting you?** At Sonaca, we use Jira Service Management across multiple departments, including IT and other areas. It has been instrumental in helping us deliver excellent support to our internal users worldwide. By enabling us to collect detailed information through web portal forms, we have been able to efficiently implement and tailor the routing of work to the appropriate teams responsible for resolving issues and requests. This also provides a reliable way to communicate with end users. Additionally, JSM allows us to link IT assets with tickets and end users in one centralized platform. ### 15. Easy-to-Use, High-Performance JIRA with Strong Integrations **Rating:** 4.5/5.0 stars **Reviewed by:** Shah Nawaz K. | Product Support Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about Jira Service Management?** JIRA has an easy-to-use interface and delivers high performance, and I haven’t run into negative issues like unresponsiveness. Its strong ability to integrate with other tools is another big plus. Pricing and support are also major reasons I choose to use JIRA. **What do you dislike about Jira Service Management?** Sometimes it lags and when it becomes heavy, it uses higher bandwidth **What problems is Jira Service Management solving and how is that benefiting you?** I work in managed services and project management, focusing on client integrations with monitoring tools. This plays a vital role in supporting ITSM and ITIL processes. ### 16. User-Friendly JIRA with a Great Kanban Board for Incident Tracking **Rating:** 4.0/5.0 stars **Reviewed by:** Yash R. | Packaged App Development Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** June 05, 2026 **What do you like best about Jira Service Management?** I have used JIRA for incident management and it's UI was great and user friendly, it is easy to adept and it's kanban board is very useful for maintaining incidents, tracking is very cool. we can easily track tickets and also can automate the process **What do you dislike about Jira Service Management?** Integration with other app is very difficult and and as a new person there are some problem to go through dashboard at kanban board, jira seems complex for setup and costly as well **What problems is Jira Service Management solving and how is that benefiting you?** Tracking tickets via maintaining dashboards and also maintain day by day progress over those service management tickets ### 17. Centralizes Ticket Management with Customization Challenges **Rating:** 3.5/5.0 stars **Reviewed by:** Rosario T. | People Team Lead, Investment Banking, Mid-Market (51-1000 emp.) **Reviewed Date:** May 08, 2026 **What do you like best about Jira Service Management?** I like Jira Service Management because it has a nice way to visualize all the tickets in one place. It's helpful for tracking tickets and assigning workload to people. I also value being able to get reports on how many tickets we are getting and the complete time rate. **What do you dislike about Jira Service Management?** It's really hard to make Jira Service Management tailored to our company because it requires a lot of research and education. It's not so intuitive when trying to create something customized for the company. **What problems is Jira Service Management solving and how is that benefiting you?** I use Jira Service Management to centralize tickets from employees for support, distribute workload efficiently, and track issues to ensure none are left unresolved. ### 18. Powerful and Customisable, but a Steep Learning Curve and Hard-to-Navigate UI **Rating:** 2.0/5.0 stars **Reviewed by:** Tom S. | Sales Enablement, Mid-Market (51-1000 emp.) **Reviewed Date:** April 21, 2026 **What do you like best about Jira Service Management?** This is a really powerful tool with great features. It offers plenty of customisation options and is quick to use, with updates that take effect immediately. **What do you dislike about Jira Service Management?** The enormous learning curve, it's really hard to find what you're looking for at first, it often takes clicking through 20+ tabs to find one small hidden section, the UI is difficult. **What problems is Jira Service Management solving and how is that benefiting you?** Great way to manage huge ticketing system services by bringing in admins, customers, users etc. all working together. ### 19. Dynamic Forms and a Customer Portal That Scale Effortlessly **Rating:** 5.0/5.0 stars **Reviewed by:** Robert N. | Atlassian Solutions Architect , Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about Jira Service Management?** The forms that allow dynamic fields to capture the correct information, along with the portal and the ability to have unlimited number of customers along with the costs **What do you dislike about Jira Service Management?** Though it does work with erxternal customer support it could use improvements in that arena **What problems is Jira Service Management solving and how is that benefiting you?** I use for intake requests from the company for needing my services for anything. Also for ITSM based support. ### 20. Excellent Centralized Ticketing with Automation, SLA Tracking, and Seamless Integration **Rating:** 5.0/5.0 stars **Reviewed by:** Louise Nikki A. | Executive Assistant, Consulting, Small-Business (50 or fewer emp.) **Reviewed Date:** January 20, 2026 **What do you like best about Jira Service Management?** It does an excellent job of centralizing requests, incidents, and internal tasks in one structured system. I especially like the automation rules, SLA tracking, and seamless integration. It makes collaboration between support, technical teams, and stakeholders very efficient while maintaining clear visibility into ticket status and ownership. **What do you dislike about Jira Service Management?** The initial setup and configuration can feel overwhelming, especially for new users or smaller teams without a dedicated admin. Some advanced workflows and automation rules also require trial and error to get right, and reporting can feel limited unless you customize dashboards extensively or use add-ons. **What problems is Jira Service Management solving and how is that benefiting you?** It solves the problem of scattered communication and untracked support requests. By providing a single source of truth for tickets, SLAs, and escalations, it improves response times, accountability, and customer satisfaction. It also helps teams prioritize work more effectively and identify recurring issues through data and reporting, leading to continuous process improvement. ### 21. Unmatched Flexibility and Seamless Integration in Service Management **Rating:** 5.0/5.0 stars **Reviewed by:** vishal g. | Software Engineer, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** December 19, 2025 **What do you like best about Jira Service Management?** What I appreciate most about Jira Service Management is its flexibility and seamless integration within the Atlassian ecosystem. It enables teams to tailor workflows, SLAs, and automation to fit actual business processes, all while offering a clean and intuitive customer portal. Managing incidents, changes, and service requests in a single platform enhances visibility, accountability, and the overall efficiency of service delivery. **What do you dislike about Jira Service Management?** What I dislike about Jira Service Management is that some advanced use cases require significant configuration and ongoing maintenance. There are limitations around complex SLA setups, reporting is fairly basic out of the box, and scaling for multiple clients often requires multiple projects, which increases administrative effort. For advanced automation and reporting, reliance on premium plans or third-party add-ons is often unavoidable. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management addresses the issue of fragmented service processes by bringing together service requests, incidents, changes, and SLAs onto one unified platform. This centralization enhances visibility, accountability, and collaboration between support and engineering teams. In my experience, this has led to greater control over service delivery, quicker resolution of issues, clear tracking of SLAs, and a more organized and efficient support operation. ### 22. Easy Task & Issue Tracking with Real-Time Visibility **Rating:** 4.5/5.0 stars **Reviewed by:** Harshit R. | Finance and Operations Intern, Small-Business (50 or fewer emp.) **Reviewed Date:** June 08, 2026 **What do you like best about Jira Service Management?** Task & Issue Tracking – Easy to create, assign, and monitor tasks, bugs, and user stories. Visibility & Transparency – Real-time tracking helps everyone see project status, blockers, and ownership. **What do you dislike about Jira Service Management?** Complex Configuration – Setting up workflows, permissions, and custom fields can require significant admin effort. **What problems is Jira Service Management solving and how is that benefiting you?** Real-time dashboards and progress tracking. Sprint planning, backlog prioritization, and release tracking ### 23. Efficient Tracking with Room for UI Improvement **Rating:** 5.0/5.0 stars **Reviewed by:** Sachin S. | Platform Analyst, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** June 03, 2026 **What do you like best about Jira Service Management?** Excellent Platform for Tracking incidents, and automating tasks which saves time **What do you dislike about Jira Service Management?** As a new user, Initially I faced challenges in making dashboard understanding the navigations, understanding the difference between scrums and kanbans **What problems is Jira Service Management solving and how is that benefiting you?** Integrate seamlessly with other tools like Quickbase, service now or messaging tools and provide real time updates, and very helpful in managing dev logs ### 24. Great Tool for Collecting User Requests **Rating:** 4.5/5.0 stars **Reviewed by:** Sukesh Reddy M. | Test manager, Transportation/Trucking/Railroad, Mid-Market (51-1000 emp.) **Reviewed Date:** April 22, 2026 **What do you like best about Jira Service Management?** A good tool for collecting requests from users. **What do you dislike about Jira Service Management?** Some settings aren’t customizable, which is frustrating. I also don’t like the billing tier structure. **What problems is Jira Service Management solving and how is that benefiting you?** We mainly use it to collect ideas from both within the company and from external contributors. ### 25. Powerful IT Service Management Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Enterprise (> 1000 emp.) **Reviewed Date:** June 10, 2026 **What do you like best about Jira Service Management?** Its intuitive ticket management, workflow automation, customizable service desks, and integration with the Atlassian ecosystem make it an efficient platform for managing IT service and support operations **What do you dislike about Jira Service Management?** The learning curve is steep, advanced customization can be complicated, and the interface can feel cluttered for new users. Costs can also add up as more users and premium features are needed **What problems is Jira Service Management solving and how is that benefiting you?** It streamlines ticket management, automates repetitive support tasks, and improves visibility into service requests. This helps our team resolve issues faster, stay organized, and deliver better support to end users. ### 26. Easy to Use, But Setup is Time Consuming **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2026 **What do you like best about Jira Service Management?** I find Jira Service Management relatively easy to use once you get used to it. I use the automatic notification of tickets to alert appropriate employees of their tasks, which I really value. **What do you dislike about Jira Service Management?** Initial setup is quite time consuming. The initial setup wasn't so easy. **What problems is Jira Service Management solving and how is that benefiting you?** I use Jira Service Management to keep tasks in one place and review team work, and I value the automatic notifications that alert employees of their tasks. ### 27. Effortless Ticket Management and Seamless Integration **Rating:** 4.5/5.0 stars **Reviewed by:** Juan D. R. | Business Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** December 16, 2025 **What do you like best about Jira Service Management?** It's very helpful for managing all the ticketing needs within your company. When it comes to projects, it makes it easy to organize and distribute workloads among your team members. It also supports effective customer care on a daily basis and integrates smoothly with other tools used in your company. **What do you dislike about Jira Service Management?** At times, the software feels somewhat rigid, and there are certain requirements that simply cannot be implemented. **What problems is Jira Service Management solving and how is that benefiting you?** It is helping us connect our FSM tool with our ticketing system for network technicians, as well as with the tools used by customer care. This integration streamlines our processes across different teams. ### 28. Quick, Complete, and Easy to Use **Rating:** 5.0/5.0 stars **Reviewed by:** Stephan M. | Tier 3 Support Engineer **Reviewed Date:** November 18, 2025 **What do you like best about Jira Service Management?** I really enjoy using Jira Service Management as it is an extremely comprehensive and easy-to-use tool. The ability to easily clone tickets allows me to work on the same project with different cases effectively. Additionally, I highlight that the platform is extremely fast, which is a great differentiator compared to other ticket management platforms that tend to be slow. Appreciating the speed and efficiency in ticket handling is key to my daily performance. I also value that it allows me to have all the tickets in one place, which helps to keep track of what is being worked on and what has already been resolved. The ability to generate reports on the SLAs managed by each ticket is also very useful. **What do you dislike about Jira Service Management?** Honestly, I have no complaints about it; so far, it has worked correctly for me. **What problems is Jira Service Management solving and how is that benefiting you?** I use Jira Service Management to manage escalation tickets, centralizing work and SLA tracking in one place. It's easy to clone tickets, improving organization and speed compared to other platforms. ### 29. Best-in-Class Ticket Management for Tracking Issues and Connecting with Users **Rating:** 4.0/5.0 stars **Reviewed by:** Sanit S. | Digital Marketing Intern, Enterprise (> 1000 emp.) **Reviewed Date:** June 03, 2026 **What do you like best about Jira Service Management?** Its ticket management system is best, It helps in tracking issues and helps in building connection with users **What do you dislike about Jira Service Management?** Jira is lil costly and it is not much user friendly and Dashboard feature can be improved **What problems is Jira Service Management solving and how is that benefiting you?** It helps in Issues management, ticket handling, collaboration with user, easy communication ### 30. User-Friendly Ticketing That Just Works **Rating:** 4.0/5.0 stars **Reviewed by:** Precious M. | Jr. Client Relations Administrator, Enterprise (> 1000 emp.) **Reviewed Date:** January 31, 2026 **What do you like best about Jira Service Management?** We primarily use it for ticketing technical issues. It is great because you can search for an incident name if you are not sure what to choose. It also is user-friendly. Most users would be an able to figure out how to use it without training. **What do you dislike about Jira Service Management?** I really don’t have any dislikes for Jira. I have worked with Jira at several companies, and it always serves its purpose. **What problems is Jira Service Management solving and how is that benefiting you?** It keeps me productive. I work a demanding job, and need access to certain software, and I need my tools to work, so Jira is a easy and quick way to contact our It/HR department for any system issues. ### 31. Highly Customizable Forms with Lots of Possibilities **Rating:** 5.0/5.0 stars **Reviewed by:** Virginie R. | H, Mid-Market (51-1000 emp.) **Reviewed Date:** March 24, 2026 **What do you like best about Jira Service Management?** All the possibilities of customization via the forms **What do you dislike about Jira Service Management?** No real possibility for a full personalized service desk home page **What problems is Jira Service Management solving and how is that benefiting you?** One sole service desk platform with access restrictions for specific group of people / Grouped request type to ease the user navigation ### 32. A Powerhouse for Process-Driven Teams, But Not Plug-and-Play JIRA **Rating:** 5.0/5.0 stars **Reviewed by:** Yeswanth raj P. | Senior business development executive , Information Services, Mid-Market (51-1000 emp.) **Reviewed Date:** August 06, 2025 **What do you like best about Jira Service Management?** 1.Integration with Jira software and confluence ensures seamless cooperation between IT and development teams. 2.Workflows and automation can be customised to streamline the service request,incident and change management processes. 3.Robust SLA tracking and reporting help to ensure timely replies and accountability. 4.A user friendly self service portal with knowledge base integration to reduce ticket traffic and support strain. **What do you dislike about Jira Service Management?** 1.Complex setup and configuration - The initial setup can be intimidating particularly for teams with no prior Jira expertise. 2.The UI and features may be more difficult for non-technical users to understand. **What problems is Jira Service Management solving and how is that benefiting you?** Centralised request handling combines IT, HR, and operations service requests into a single platform, eliminating confusion and increasing response efficiency. Benefit: Teams can spend more time resolving tickets rather than searching them down across systems. Improved visibility and accountability - With SLAs, queues, and audit logs, it's clear who's working on what and when. Benefit: Faster resolution times and improved team performance tracking. Custom workflows for distinct teams allow departments to adjust request and approval flows to their own processes. Benefit: Improves process compliance and standardisation throughout the organisation. ### 33. Powerful Automation, But Complex to Master **Rating:** 4.5/5.0 stars **Reviewed by:** Jay Person d. | Risk & Fraud Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** December 15, 2025 **What do you like best about Jira Service Management?** I think Jira Service Management's powerful automation and its seamless integration with other tools like Jira Software and Confluence make it really valuable. I also appreciate its proactive problem management, streamlined change management, and accelerated incident resolution. It's a very powerful tool that we need on a daily basis. **What do you dislike about Jira Service Management?** I find the complexity of Jira Service Management a bit challenging. There's definitely a steep learning curve which users and admins deal with. Also, the costs can be unpredictable at times, and there are specific limitations when it comes to integration. **What problems is Jira Service Management solving and how is that benefiting you?** I use Jira Service Management for knowledge-based purposes, faster resolution, better collaboration, and improved self-service. It solves scattered requests, poor visibility, and enhances proactive problem management, streamlined change management, and accelerated incident resolution. ### 34. Good Tool for Handling High Ticket Loads Like WSS and Share Community **Rating:** 4.5/5.0 stars **Reviewed by:** Nithiya Devi S. | Cloud Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** August 06, 2025 **What do you like best about Jira Service Management?** Jira Service Management is a reliable tool for managing escalations and tracking ticket progress in our organization. Whenever we face an issue, we immediately check the related Jira ticket for updates, which helps keep communication clear and structured. Our management also uses Jira to review team performance by tracking how many tickets each person has worked on. Personally, I’ve contributed to both permanent and temporary projects, such as Sharecommunity and WSS. For Sharecommunity alone, we've handled over 100+ tickets. Jira makes it easy to monitor these activities and maintain accountability across different teams. **What do you dislike about Jira Service Management?** Previously, we were able to export tickets based on a selected date range, which was very helpful for reporting and tracking project history. However, after a recent backend update, this export feature stopped working. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management helps us track IT issues, service requests, and escalations in a clear and organized way. Before Jira, it was hard to know who was working on what, and updates were often missed. Now, everything is logged under tickets, which improves communication and accountability.It also gives us a clear view of workload distribution. For example, I’ve worked on both long-term and temporary projects like Sharecommunity and WSS, and Jira makes it easy to track ticket volume per project.We also use Jira to follow up on escalations quickly. Checking ticket status and ownership helps us respond faster and avoid confusion. ### 35. A Powerful Tool for Streamlined IT and Support Management **Rating:** 5.0/5.0 stars **Reviewed by:** Dineshkumar P. | System Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** July 28, 2025 **What do you like best about Jira Service Management?** What I like best about Jira Service Management is how seamlessly it helps manage IT support tickets through customizable workflows, automation, and SLAs. It improves visibility across teams and keeps everything well-organized in one place. The ability to integrate with other Atlassian products like Confluence and Jira Software adds a lot of value and streamlines collaboration between development and operations teams. **What do you dislike about Jira Service Management?** Jira Service Management offers an intuitive and structured way to manage IT service requests, incidents, and changes. I especially appreciate the flexibility it gives in customizing workflows, SLAs, and automation rules. Its seamless integration with other Atlassian tools like Jira Software and Confluence makes collaboration across teams effortless. The built-in knowledge base and request portal really enhance the end-user experience too. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management helps streamline our entire IT service delivery process. It centralizes all support requests, incidents, and change approvals into a single, easy-to-manage platform. This reduces response and resolution times, ensures accountability through SLA tracking, and provides clear visibility into the workload of our IT team. It's also helped align our support and development teams thanks to deep integration with Jira Software, improving collaboration and reducing time to deploy fixes or updates. ### 36. Efficient and Easy ITSM with Jira SM, but Frequent UI Changes Can Be Frustrating **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Jira Service Management?** Jira SM is straightforward to set up, allowing us to get up and running quickly. The efficiencies gained through its AI and automation features make it even more valuable. Its alignment with ITSM was a significant factor for us and has genuinely simplified our work. In our organization, we use Jira SM daily and find it a considerable improvement over our previous system, which we have already migrated away from for some teams, with the rollout still ongoing. The support for Jira SM is excellent, and the team is very responsive when assisting with tickets. **What do you dislike about Jira Service Management?** Atlassian often makes regular updates, which are generally positive. However, they sometimes adjust the user interface, and this can be inconvenient when it comes to updating documentation and ensuring users remain satisfied. I've also noticed that, at times, their own documentation doesn't align with the latest changes that have been implemented. Still, these issues are relatively minor in the bigger picture. **What problems is Jira Service Management solving and how is that benefiting you?** This is a best-in-breed product and ITSM tool, offering an excellent customer experience through its self-service and support portal. The automation and AI features contribute significantly to its overall efficiency. ### 37. Reliable platform for managing service requests efficiently **Rating:** 5.0/5.0 stars **Reviewed by:** Hasir H. | Cyber Security Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** August 01, 2025 **What do you like best about Jira Service Management?** As an administrator, I find Jira Service Management easy to manage and configure. It allows me to create workflows and automation rules based on our team's needs. Assigning tickets, tracking SLAs, and creating dashboards is simple. It also works well with other Atlassian tools like Confluence. Our IT team is able to resolve issues faster and keep everything organized. **What do you dislike about Jira Service Management?** Some settings can be confusing for new admins. The interface has many options, which is good, but takes time to learn. Also, a few useful features are not available in the basic plan and need extra payment or plugins. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management helps us organize and track IT support requests in one place. Earlier, we used to miss or delay some tickets, but now everything is properly recorded and assigned to the right team. It also helps us meet SLAs, track performance, and respond to issues faster. This has improved both team productivity and user satisfaction. ### 38. "Streamlined IT Support with Great Customization Options" **Rating:** 4.5/5.0 stars **Reviewed by:** Shiva Shakthi M. | Business Development Executive, Mid-Market (51-1000 emp.) **Reviewed Date:** August 25, 2025 **What do you like best about Jira Service Management?** Jira Service Management offers excellent integration with other Atlassian products and provides powerful workflow customization options. It helps streamline IT support processes with automation rules, SLAs, and real-time collaboration tools. The intuitive interface for managing tickets and incidents improves team efficiency and tracking. **What do you dislike about Jira Service Management?** The initial setup can be complex for new users, especially when configuring custom workflows or automations. Additionally, performance can slow down slightly with very large datasets or projects. The pricing model can also be a bit high for smaller teams. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management has helped us streamline our IT service desk operations by centralizing ticket tracking and resolution workflows. It has improved visibility into service requests, increased accountability through automated task assignments, and significantly reduced response and resolution times. The platform’s integration with other Atlassian tools has made collaboration across teams more efficient and transparent. ### 39. Smart Ticketing System - Jira **Rating:** 4.0/5.0 stars **Reviewed by:** Abhishek A. | Associate, Enterprise (> 1000 emp.) **Reviewed Date:** October 14, 2025 **What do you like best about Jira Service Management?** Jira is one of the top products of Atlassian. Below are some of the pros of the application:- 1. Helps in tracking issues, bug fixes and project assignments. It has multiple workflows which can be changed as per the user/teams requirements. 2. Jira makes things easier for managing backlog tickets and sprint work and also has good support for built-in Jira boards. 3. Provides built-in reports and dashboard which tells about teams workload and helps to plan accordingly. 4. Jira implementation is easy whether on-prem or cloud. **What do you dislike about Jira Service Management?** 1. UI is not that interactive for first time users when compared with other ticketing system. 2. For large instances, built in reports and filters might lag. 3. Pricing on Jira is quite on expensive side. 4. While Jira offers custom dashboard, filters and reports but if not managed carefully it can mess up the system. **What problems is Jira Service Management solving and how is that benefiting you?** Jira provide a simple and centralised solutions to manage task and activity in one place. Integrates seamlessly with messaging tools and provide real time updates. ### 40. Great tool for managing cloud incidents and service requests effectively. **Rating:** 5.0/5.0 stars **Reviewed by:** Navojith Shankar G. | Information Technology Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** July 28, 2025 **What do you like best about Jira Service Management?** Jira Service Management is excellent for managing and prioritizing IT incidents. I love how it integrates with Datadog to automatically create tickets for anomalies. It helps streamline the response process by assigning tickets to the right teams and escalating Priority 1 issues quickly. The customizable workflows, real-time tracking, and collaboration with L2/L3 support teams make it a powerful and reliable tool. **What do you dislike about Jira Service Management?** One downside is that the interface can feel a bit overwhelming for new users. Setting up custom workflows and automation rules requires some learning, especially without proper documentation. Additionally, performance can occasionally slow down when handling large ticket volumes or extensive filters. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management helps us manage IT incidents, service requests, and access issues efficiently. It centralizes our ticketing system, integrates seamlessly with Datadog to trigger alerts automatically, and ensures faster resolution of critical issues. This has significantly improved our response time, reduced system downtime, and helped maintain SLAs by assigning and tracking issues in real-time across L1, L2, and L3 support teams. ### 41. My Experience with Jira Service Management **Rating:** 5.0/5.0 stars **Reviewed by:** Rahul S. | Associate Technical Consultant, Enterprise (> 1000 emp.) **Reviewed Date:** July 28, 2025 **What do you like best about Jira Service Management?** Hands down, one of the things I appreciate the most about Jira Service Management is how easy it is to use. Even for someone not terribly technosavvy, the layout is easy to use and feels intuitive. It was easy to set up, too. The implementation was effortless, which was a relief. I also appreciate the fact that it provides a reasonable blend of features without being too much. Integration with other tools that i use, for example: Confluence and Slack..enhances our workflow. On top of that Jira customer support has always been responsive and provided me with the help i needed. I now use it almost every day because it is dependable and makes the handling of requests and incidents much simpler. **What do you dislike about Jira Service Management?** One issue I have with Jira Service Management is that which we may term as complicated, at least for the new users. We put in a lot of effort in setting up advanced workflows or automations. Also the interface although functional is at times a bit of a mess and could do with some work to improve navigation and the over all feel of the product. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management enables us to manage IT support and service request management from a single platform to track, prioritize, and resolve issues. It is now easier to track how long it takes to respond to requests, order fulfillment, cross-team collaboration, and insight into ticket statuses. With automation, integration with Slack, Confluence, and other platforms, processes become easier and faster. This automation has improved productivity, reduced support team and end users’ wait times, and improved service experiences. ### 42. Powerful ITSM Tool That Scales Well, But Needs a Bit of Learning **Rating:** 5.0/5.0 stars **Reviewed by:** Gullipalli A. | Senior Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** July 30, 2025 **What do you like best about Jira Service Management?** Jira Service Management brings a lot of structure to our IT operations. The ticketing system is reliable, and the automation features really save time. I especially like how well it integrates with other Atlassian tools—linking tickets to Confluence articles or development issues in Jira Software is seamless. It helps our team stay aligned and provides clear visibility into ongoing issues and resolutions. **What do you dislike about Jira Service Management?** It can be overwhelming at first. The setup and configuration options are powerful, but not always intuitive. If you’re not already familiar with Atlassian’s ecosystem, expect a bit of a learning curve. Also, some advanced features require higher-tier pricing, which may not be ideal for smaller teams. **What problems is Jira Service Management solving and how is that benefiting you?** We’re using it primarily for IT support and internal service requests. It’s helped streamline our ticketing process, reduce response times, and improve communication across teams. The SLA tracking and reporting features have made our operations more efficient and accountable. ### 43. Robust ITSM Tool That Integrates Seamlessly with Jira **Rating:** 4.5/5.0 stars **Reviewed by:** Md S. | Capacity Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** July 25, 2025 **What do you like best about Jira Service Management?** What I like best about Jira Service Management is its seamless integration with the entire Atlassian ecosystem, especially Jira Software and Confluence. This allows our development and IT support teams to collaborate efficiently on incidents, service requests, and change management. I also appreciate the high level of customization available — from workflows and SLAs to automation rules — which helps us tailor the platform exactly to our business processes. The intuitive portal for end-users and powerful reporting tools are also big pluses. **What do you dislike about Jira Service Management?** While Jira Service Management is powerful, its biggest drawback is the steep learning curve—especially for new users or non-technical teams. Initial setup and configuration can be complex, particularly when customizing workflows or permissions. Some advanced features require a deep understanding of Jira administration, which can slow down adoption. Additionally, the pricing can become a concern as you scale, especially if you need access to premium features across multiple teams. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management helps us solve the challenge of managing IT requests, incidents, and changes across multiple teams in a centralized, organized way. Before using it, tracking issues and coordinating between development and IT support was inefficient and prone to miscommunication. With JSM, we benefit from streamlined workflows, automated ticket routing, and clear visibility into SLA performance. This reduces response and resolution times, improves collaboration, and ensures critical incidents are addressed promptly. The integration with other Atlassian tools further enhances transparency and knowledge sharing, making our IT operations more proactive and reliable. ### 44. Jira Service management is best ITSM Tool. **Rating:** 5.0/5.0 stars **Reviewed by:** Ritik S. | Jira Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** July 24, 2025 **What do you like best about Jira Service Management?** One of the top advantages is how tightly JSM integrates with Jira Software. It enables DevOps, IT and support teams to work in a shared environment, enhancing visibility and collaboration between development and operations. Developers can easily view, prioritize, and act on incidents raised by support or ops. Change requests link directly to code repositories, CI/CD pipelines and deployment tracking. **What do you dislike about Jira Service Management?** Complex Configuration and Learning Curve JSM’s flexibility often comes at the cost of complexity. Initial setup (especially for SLAs, workflows, approvals, automation, and request types) can be overwhelming for new admins. It requires understanding Jira’s core architecture—issues, schemes, custom fields, permissions, etc.—which isn't intuitive for non-technical users. Users without prior Jira experience may find the UI and terminology (like “issues,” “projects,” and “queues”) confusing. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management (JSM) is designed to solve a wide array of problems related to IT Service Management (ITSM), DevOps collaboration, and cross-functional service delivery. Here’s a breakdown of the problems it solves and the benefits it delivers, particularly for organizations that are scaling or embracing agile practices. ### 45. REVIEW FOR JIRA **Rating:** 4.5/5.0 stars **Reviewed by:** Doddappagouda M. | Application Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** July 23, 2025 **What do you like best about Jira Service Management?** 1. Easy for Teams, Not Just Techies JIRA Service Management isn’t just for IT pros — it’s designed so that anyone, from HR to facilities, can manage requests smoothly. It simplifies complex processes and brings structure, so teams feel less stressed and more in control. ⸻ 2. Keeps Everyone on the Same Page With real-time tracking, SLAs, and smart queues, it keeps customers and agents aligned. No more “Did you get my ticket?”—everyone knows what’s happening and when, which builds trust and reduces frustration. ⸻ 3. Adapts to You, Not the Other Way Around Whether you’re a small team or an enterprise, JIRA grows with you. You can customize workflows, forms, and automations to match how your team works, without feeling boxed into rigid systems. ⸻ 4. Brings Dev and IT Together What makes JIRA Service Management special is how smoothly it connects IT operations with software development. So when something breaks, support and dev can solve it faster — turning chaos into calm. **What do you dislike about Jira Service Management?** JIRA is packed with features, and while that’s a strength, it can be intimidating for new users. Without proper onboarding, it’s easy to feel lost in a sea of settings, projects, and permissions. **What problems is Jira Service Management solving and how is that benefiting you?** Tracking our efforts are the high challenge for the people who are individual contributors and who work rarely on a tickets, for them we add those task on JIRA that they performing in future weeks and we move them to sprints from backlog and status will be changed accordingly based on the task process ### 46. Excellent Support & Ticketing Management That Covers Almost Everything We Need **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** May 01, 2026 **What do you like best about Jira Service Management?** We use it for support and ticketing management with our users. I absolutely love it. Has all the things we need almost. **What do you dislike about Jira Service Management?** More settings for management of external users and e-mail notifications. **What problems is Jira Service Management solving and how is that benefiting you?** We use it as multiple support portals with our customers and let them submit tickets. ### 47. Best Ticketing System Ever Created **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** September 30, 2025 **What do you like best about Jira Service Management?** Customizable Workflows and Automation Seamless Integration with Jira and Development Tools User-Friendly Self-Service Portal User-Friendly Self-Service Portal Advanced Incident and Problem Management Asset and Configuration Management **What do you dislike about Jira Service Management?** Dislikes about Jira Service Management commonly include its steep learning curve and complex interface, which can overwhelm new or non-technical users. Users also report dependence on plugins for advanced features, limited customization options in some areas, and occasional poor customer support experiences. Additionally, some find reporting capabilities basic and the pricing potentially expensive as the team grows. These factors can make onboarding and full utilization challenging in certain environments. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management solves problems like scattered requests, inefficient workflows, and slow incident resolution by centralizing requests in one platform with automated workflows and AI-driven self-service. This improves service desk productivity, reduces ticket volumes, and boosts collaboration across IT and business teams. The benefits include faster issue resolution, enhanced customer and employee satisfaction, significant cost savings, and improved visibility into service processes, enabling data-driven decisions and continuous improvement. ### 48. Streamlined and Efficient Ticketing with Jira service Management **Rating:** 5.0/5.0 stars **Reviewed by:** Mano V. | Cloud Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** August 06, 2025 **What do you like best about Jira Service Management?** We are utilizing Jira Service Management as our centralized solution, offering a user-friendly and efficient interface for both end-users and support teams. As the Jira Administrator, I have customized templates and dashboards to align with specific client requirements, ensuring a streamlined and professional workflow. The platform enables real-time tracking of ticket statuses and SLA compliance, enhhancing visibility and accountability. Its structured approach has signification improved our service delivery. **What do you dislike about Jira Service Management?** Honestly, I haven’t encountered any major drawbacks with Jira Service Management so far. It meets all our current requirements and has been functioning smoothly **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management helps us efficiently manage and track IT service requests, incidents, and client queries through a centralized platform. It streamlines communication, ensures accountability, and improves response times through automated workflows and SLA tracking. This has significantly enhanced our team’s productivity and improved overall service quality. ### 49. Workflow management software that is extremely customizable **Rating:** 5.0/5.0 stars **Reviewed by:** Deepak S. | Cloud Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** August 06, 2025 **What do you like best about Jira Service Management?** clear and easy to use, and I can quickly determine whether a work is finished or still in progress. Additionally, it integrates effectively with Jira Software and Confluence, which improve teamwork. Time is saved and less manual labour is required thanks to the automation features. All things considered, it helps us stay organised and reply to enquiries more quickly. **What do you dislike about Jira Service Management?** Sometimes Jira takes time to open, and it can be a bit hard to understand for new users. Setting up workflows is not easy without help. Also, the mobile app is not as good as the desktop version. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management helps us keep all support tickets in one place. It makes it easy to give tasks to the right people, check progress, and stay organized. This helps us fix issues faster and saves time. ### 50. Streamlined IT Service Management with Great Flexibility **Rating:** 5.0/5.0 stars **Reviewed by:** Ravish K. | QA manager, Mid-Market (51-1000 emp.) **Reviewed Date:** July 07, 2025 **What do you like best about Jira Service Management?** Jira Service Management offers a highly customizable platform that integrates seamlessly with existing Atlassian tools like Jira Software and Confluence. I especially appreciate the ability to automate workflows, manage SLAs, and connect incidents to development issues. The modern UI and rich permission controls make it easy for both agents and stakeholders to collaborate efficiently. **What do you dislike about Jira Service Management?** The initial setup can be a bit overwhelming due to the number of configurable options. Some parts of the interface feel disjointed, especially when managing multiple projects with varying schemas. Also, reporting capabilities could be more intuitive, and it would help to have more out-of-the-box dashboard widgets for quick insights. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management helps centralize and streamline service requests, incident tracking, and change management processes across multiple teams. It reduces response times and improves internal transparency. Integration with Jira Software ensures that issues are routed directly to development when needed, minimizing hand-off delays and improving resolution speed. ## Jira Service Management Discussions - [Timer?](https://www.g2.com/discussions/timer) - 1 comment, 2 upvotes - [What is Jira Service Management used for?](https://www.g2.com/discussions/what-is-jira-service-management-used-for) - 2 comments, 1 upvote - [Is it possible to download all the attachments in the ticket when we extract any particular ticket?](https://www.g2.com/discussions/is-it-possible-to-download-all-the-attachments-in-the-ticket-when-we-extract-any-particular-ticket) - 1 comment, 1 upvote - [How does the licensing system work?](https://www.g2.com/discussions/32713-how-does-the-licensing-system-work) - 1 comment, 1 upvote - [Do I need to have the same number of JIRA Software and JIRA Service Desk licenses?](https://www.g2.com/discussions/do-i-need-to-have-the-same-number-of-jira-software-and-jira-service-desk-licenses) - 1 comment, 1 upvote - [View Jira Service Management pricing details and edition comparison](https://www.g2.com/products/jira-service-management/reviews?section=pricing&secure%5Bexpires_at%5D=2026-07-13+14%3A32%3A18+-0500&secure%5Bsession_id%5D=ce39948f-1008-4d60-9f4d-03d7c90baeba&secure%5Btoken%5D=06fa39ef4bb7e1c26201890aee7b13cff7f169cea24d5babd9c73c2ef3760cc2&format=llm_user) ## Jira Service Management Integrations - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - [AWS Lambda](https://www.g2.com/products/aws-lambda/reviews) - [Azure Active Directory Domain Services](https://www.g2.com/products/azure-active-directory-domain-services/reviews) - [Azure Databricks](https://www.g2.com/products/azure-databricks/reviews) - [Azure Portal](https://www.g2.com/products/azure-portal/reviews) - [Bitbucket](https://www.g2.com/products/bitbucket/reviews) - [Confluence](https://www.g2.com/products/confluence/reviews) - [Datadog](https://www.g2.com/products/datadog/reviews) - [EZ Office](https://www.g2.com/products/ez-office/reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - [Freshdesk for G Suite](https://www.g2.com/products/freshdesk-for-g-suite/reviews) - [Freshservice](https://www.g2.com/products/freshservice/reviews) - [GitLab](https://www.g2.com/products/gitlab/reviews) - [Google Drive for Confluence](https://www.g2.com/products/google-drive-for-confluence/reviews) - [Google Workspace](https://www.g2.com/products/google-workspace/reviews) - [HaloPSA](https://www.g2.com/products/halopsa/reviews) - [Jenkins](https://www.g2.com/products/jenkins/reviews) - [Jira](https://www.g2.com/products/jira/reviews) - [ManageEngine Endpoint Central](https://www.g2.com/products/manageengine-endpoint-central/reviews) - [ManageEngine Site24x7](https://www.g2.com/products/manageengine-site24x7/reviews) - [Microsoft 365](https://www.g2.com/products/microsoft365/reviews) - [Microsoft 365 for Jira - Outlook Email, Teams, Calendar](https://www.g2.com/products/microsoft-365-for-jira-outlook-email-teams-calendar/reviews) - [Microsoft Excel](https://www.g2.com/products/microsoft-excel/reviews) - [Microsoft Outlook](https://www.g2.com/products/microsoft-outlook/reviews) - [Microsoft Teams](https://www.g2.com/products/microsoft-teams/reviews) - [monday AI Work Platform](https://www.g2.com/products/monday-com/reviews) - [Okta](https://www.g2.com/products/okta/reviews) - [Oracle Database](https://www.g2.com/products/oracle-database/reviews) - [Other Vertical Industry](https://www.g2.com/products/trade-engine-other-vertical-industry/reviews) - [Quickbase](https://www.g2.com/products/quickbase/reviews) - [Salesforce Headless 360 Platform (formerly Salesforce Platform)](https://www.g2.com/products/agentforce-360-platform-formerly-salesforce-platform/reviews) - [SAP SuccessFactors HCM](https://www.g2.com/products/sap-sap-successfactors-hcm/reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [Slack Connector for Jira](https://www.g2.com/products/slack-connector-for-jira/reviews) - [SolarWinds Observability](https://www.g2.com/products/solarwinds-worldwide-llc-solarwinds-observability/reviews) - [Splunk Enterprise](https://www.g2.com/products/splunk-enterprise/reviews) - [Task4Work](https://www.g2.com/products/task4work/reviews) - [Zapier](https://www.g2.com/products/zapier/reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - [Zoho CRM](https://www.g2.com/products/zoho-crm/reviews) - [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) - [Zoom Workplace](https://www.g2.com/products/zoom-workplace/reviews) ## Jira Service Management Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Administration** - Change Management - Asset Management - Reports & Analytics **Monitoring** - Constant Monitoring - Timely Alerts - TIcket Accuracy - AI Monitoring **Generative AI** - AI Text Generation **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration **Service Desk** - Help Desk - Incident Reports - Process Workflow **Management Tools** - Ticket Assignment - Standardization - Lifecycle Visualization **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - IT Alerting** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Reporting** - Dashboards - Time Tracking - Surveys **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Incident Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top Jira Service Management Alternatives - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,291 reviews) - [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) - 4.2/5.0 (242 reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - 4.5/5.0 (1,782 reviews)