--- 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 easy to use** , facilitating collaboration and enhancing service delivery across teams. (46 reviews) - Users value the **seamless integration** of Jira Service Management with Atlassian tools for enhanced team collaboration. (32 reviews) - Users value the **built-in automation** in Jira Service Management, streamlining ticket management and reducing manual effort. (31 reviews) - Users appreciate the **easy ticket management** in Jira Service Management, enhancing efficiency and user experience. (31 reviews) - Users appreciate the **easy tracking** features of Jira Service Management, enhancing transparency and efficiency 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 **steep learning curve** of Jira Service Management challenging, especially for newcomers and non-technical teams. (33 reviews) - Users find Jira Service Management's **steep learning curve** daunting, especially for new or non-technical teams. (28 reviews) - Users find the **steep learning curve** of Jira Service Management challenging, particularly for new or non-technical teams. (27 reviews) - Users find the **complex setup** of Jira Service Management challenging, complicating initial adoption for new and non-technical teams. (22 reviews) - Users find the **complex UI** of Jira Service Management overwhelming, particularly for quick tasks and new users. (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. It really helps tracking deiverables **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** July 26, 2025 **What do you like best about Jira Service Management?** The comments section, cross functional teams can collaborate so hasslefree. **What do you dislike about Jira Service Management?** Nothing as such. All works well for me.. **What problems is Jira Service Management solving and how is that benefiting you?** Every incident reported about prodcut all at one place. ### 2. Must try services **Rating:** 4.5/5.0 stars **Reviewed by:** ankit a. | Technical Support Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** August 10, 2025 **What do you like best about Jira Service Management?** The features they provide to manage my tickets **What do you dislike about Jira Service Management?** Till now I haven't felt any dislike regarding it **What problems is Jira Service Management solving and how is that benefiting you?** Managing tickets ### 3. As i am working as a site reliability engineer / cloud engineer, i use Jira tool for handling cases **Rating:** 5.0/5.0 stars **Reviewed by:** Srivathsa N R B. | Site Reliability Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** June 28, 2025 **What do you like best about Jira Service Management?** as we need to work within in customer SLA it is quite better **What do you dislike about Jira Service Management?** as of now nothing much but i find i am unable to cancel Ticket that i had raised **What problems is Jira Service Management solving and how is that benefiting you?** To handle customer concern based on priority and urgency ### 4. Wonderful **Rating:** 4.5/5.0 stars **Reviewed by:** Uttam Singh S. | Technical Support Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** July 28, 2025 **What do you like best about Jira Service Management?** Increase productivity, Time saving, wonderful tool **What do you dislike about Jira Service Management?** I don't have words to describe dislike of Jira Service **What problems is Jira Service Management solving and how is that benefiting you?** IT service desk, technical solve issue ### 5. Easy and efffective, organized communication **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Pharmaceuticals | Enterprise (> 1000 emp.) **Reviewed Date:** May 30, 2025 **What do you like best about Jira Service Management?** This tool is great to lay out a work plan and flow for either single or kultistep projects and workflows. the ability to add CI/CD pipelines and hooks for automation is a great feature. management of permissions, additional services and ticketing is essential to team and project management. **What do you dislike about Jira Service Management?** It can be fussy, bloated and some features are premeium or not available limitingits use. the api can be a but hard to use at times. **What problems is Jira Service Management solving and how is that benefiting you?** Automation hooks, ticketing for user requests, project management and organization with subtasks and ticketing ### 6. All good **Rating:** 5.0/5.0 stars **Reviewed by:** Mayank S. | Senior Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** July 24, 2025 **What do you like best about Jira Service Management?** Connecting with client in real time and resolution of issue. **What do you dislike about Jira Service Management?** All good, there is no such issue ryt now **What problems is Jira Service Management solving and how is that benefiting you?** To mangement of Project ### 7. Jira Service Management **Rating:** 4.0/5.0 stars **Reviewed by:** Fardin K. | Product Support Consultant, Enterprise (> 1000 emp.) **Reviewed Date:** July 02, 2025 **What do you like best about Jira Service Management?** I like its service, and very much efficient to work **What do you dislike about Jira Service Management?** Most of the time it is very convinient but sometimes it had a few bugs **What problems is Jira Service Management solving and how is that benefiting you?** To monitor all the internal tickets ### 8. Easy Use Product **Rating:** 5.0/5.0 stars **Reviewed by:** Haley S. | Scheduling Manager, Enterprise (> 1000 emp.) **Reviewed Date:** June 24, 2025 **What do you like best about Jira Service Management?** Everything is easy to use, any issues get solved immediatley in a timly manor. **What do you dislike about Jira Service Management?** Nothing I can say that I really dislike in all honesty. **What problems is Jira Service Management solving and how is that benefiting you?** Its beneficial in everyway. ### 9. Jira service desk management **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** July 25, 2025 **What do you like best about Jira Service Management?** The onboarding process, the ticket navigation panel and the way it built for each department. It facilitates a lot of opportunity and process. **What do you dislike about Jira Service Management?** The client base web page. It's too lame. **What problems is Jira Service Management solving and how is that benefiting you?** It really good at showing and notifying the SLA. ### 10. Why choose Jira Service Management? **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Small-Business (50 or fewer emp.) **Reviewed Date:** August 01, 2025 **What do you like best about Jira Service Management?** It helps us to adopt quickly because of its real time updates. **What do you dislike about Jira Service Management?** Its just the it is more complex than other tools. **What problems is Jira Service Management solving and how is that benefiting you?** Well it makes collaborations with teams easier. ### 11. Jira Service Management is a pretty good piece of software for Bug Tracking. **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** February 10, 2025 **What do you like best about Jira Service Management?** I like the way that with Jira Service Managament makses it easy to create an Epic and then nest all the bugs under that top level **What do you dislike about Jira Service Management?** I think that some of the screens in Jira Service Managament are a little outdated and could be brought up to date. **What problems is Jira Service Management solving and how is that benefiting you?** We use Jira Service management as our Customer Relationship management tool to interact with customer and track all their issues. ### 12. Jira Service Management is the best **Rating:** 5.0/5.0 stars **Reviewed by:** Kamogelo P. | PROOJECT ADMINISTRATOR, Mid-Market (51-1000 emp.) **Reviewed Date:** December 05, 2024 **What do you like best about Jira Service Management?** The interface is straightforward, making it simple for everyone to find what they need without getting lost. **What do you dislike about Jira Service Management?** Setting up workflows and customizations can be time-consuming and sometimes confusing. sometimes i feel like it require a developer to do that **What problems is Jira Service Management solving and how is that benefiting you?** It was hard to keep track of service requests, now Jira organizes everything, so we can respond quickly and nothing slips through the cracks. ### 13. Best tool to track progress and manage **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** July 23, 2025 **What do you like best about Jira Service Management?** Ease of use Ease of Implementation Number of Features **What do you dislike about Jira Service Management?** memory issue for attachments options for Jira status **What problems is Jira Service Management solving and how is that benefiting you?** Attachment memory issue ### 14. super nice **Rating:** 5.0/5.0 stars **Reviewed by:** ganesh m. | account manager, Mid-Market (51-1000 emp.) **Reviewed Date:** January 09, 2025 **What do you like best about Jira Service Management?** the ticket management system and the tracking is nice **What do you dislike about Jira Service Management?** super there are no issues so far i am happy **What problems is Jira Service Management solving and how is that benefiting you?** It ticketing system ### 15. Most used ticketing system in industry **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** January 21, 2025 **What do you like best about Jira Service Management?** Jira service managenent tool is used for ticket and tracking purpose. We can track all the tickets at one place **What do you dislike about Jira Service Management?** The responsive time whole loading the page is high compared to other tools in the market. **What problems is Jira Service Management solving and how is that benefiting you?** Jira service management tool workflows are configurable and tracking will be very easy. ### 16. Jira Service Management: User experience **Rating:** 4.5/5.0 stars **Reviewed by:** Meet P. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 16, 2024 **What do you like best about Jira Service Management?** Jira Service Management is easy to use, user can easily navigate through the projects and can see the boards. It can be integrated with project management tools like bitbucket, confluence, which helps to keep track of project status, issues etc. It is easy to implement with existing project through which product manager can keep track of every task. **What do you dislike about Jira Service Management?** Due to its complex implementation and vast number of users it can lead to bad customer support experince. As it has high frequency of users it can lead to poor response time. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management smoothens the process of creating ticket, assigning them to users and keep track of it. Major feature includes issue/bug tracking , it helps to keep track of bugs and also lessens the miscommunication between co-workers. User can create Workspace/ Projects and keep track of the project. ### 17. It has helped a lot to organize us internally within the company. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** June 26, 2024 **What do you like best about Jira Service Management?** What I like most about Jira Service Management is its ability to efficiently manage service requests and tickets. The integration with other Atlassian products and its powerful automation capabilities significantly enhance team productivity. **What do you dislike about Jira Service Management?** What I don't like about Jira Service Management is that its learning curve can be quite steep for new users. Additionally, some of the advanced configurations can be complicated to implement without additional technical knowledge. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management addresses issues such as disorganized ticket management and lack of visibility in service requests. Its centralized structure and automation capabilities improve efficiency, reduce resolution time, and ensure better communication between teams, thus benefiting productivity and customer satisfaction. ### 18. Jira Service and project management **Rating:** 5.0/5.0 stars **Reviewed by:** Taswell A. | Tier 2 Support Advisor, Mid-Market (51-1000 emp.) **Reviewed Date:** December 02, 2024 **What do you like best about Jira Service Management?** Streamlined project management as well as queue management **What do you dislike about Jira Service Management?** Notification settings on Jira when new tickets are created. Being browser based you manually have to refresh in order to see any changes to the lobby **What problems is Jira Service Management solving and how is that benefiting you?** Service desk and ITSM split to streamline ticket queries appropriate for support teams as they have been configured ### 19. Not my favorite Csm app, but solid. **Rating:** 3.5/5.0 stars **Reviewed by:** Jessica Z. | Senior POS Menu Data Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** November 07, 2024 **What do you like best about Jira Service Management?** Easy to navigate. Sharing across multiple teams is crucial in roles like mine, and I'm able to manage all of my tasks with ease. **What do you dislike about Jira Service Management?** There is a learning curve. I feel better onboarding and training can improve the process **What problems is Jira Service Management solving and how is that benefiting you?** It keeps my service level tickets seamlessly linked to my projects and dependencies. Improves communication cross functional ### 20. VP of Marketing **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** November 06, 2024 **What do you like best about Jira Service Management?** Easy to setup, easy to use to route requests for each functional group within Marketing **What do you dislike about Jira Service Management?** Setting up the right framework for Jira initiatives, objectives, epics and task are aligned for Dev & IT construct as opposed to marketing teams. **What problems is Jira Service Management solving and how is that benefiting you?** The ability to manage Marketing. request for the entire organization. ### 21. Team Leader Web Analyst **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Enterprise (> 1000 emp.) **Reviewed Date:** February 06, 2025 **What do you like best about Jira Service Management?** Ease of use, flexibility, stability, **What do you dislike about Jira Service Management?** Nothing to add, everything has been working very well for years **What problems is Jira Service Management solving and how is that benefiting you?** Uniformity of requests - everything is in one place. search for requests very easy linking of requests very practical assignment of requests archive ### 22. Jira Service Management! **Rating:** 5.0/5.0 stars **Reviewed by:** Kelly T. | Head of EHS, Mid-Market (51-1000 emp.) **Reviewed Date:** July 23, 2024 **What do you like best about Jira Service Management?** Once built, it offers so many ways to automate and makes everything flow so much better and alerts all interested parties. **What do you dislike about Jira Service Management?** When I first started using it, I strugged to optimize it for myself. **What problems is Jira Service Management solving and how is that benefiting you?** We use it collect any EHS concerns, near-misses, incident etc. ### 23. Handle and track service requests, incident,problems,changes and assets all in one platform **Rating:** 4.0/5.0 stars **Reviewed by:** Mubassir R. | Software Engineer Intern, Small-Business (50 or fewer emp.) **Reviewed Date:** July 25, 2024 **What do you like best about Jira Service Management?** It's provided IT Service Desk and customer support also HR management **What do you dislike about Jira Service Management?** Complexity and learning curve Overhead for smaller teams **What problems is Jira Service Management solving and how is that benefiting you?** Solved problem like unorganised service requests Slow incident response ### 24. Amazing product solving problems for development team for years **Rating:** 5.0/5.0 stars **Reviewed by:** Brij M. | Enterprise (> 1000 emp.) **Reviewed Date:** March 15, 2024 **What do you like best about Jira Service Management?** Jira makes it easier for peoject manager to track project which are cross functional in nature to delivered by multiple teams. It's getting simpler to use day by day. I have been using it from last 8 years every working day. **What do you dislike about Jira Service Management?** It gets really hard if there are several team managed projects and you will find it really difficult to track progress as the epic doesn't overlap across different projects in jira **What problems is Jira Service Management solving and how is that benefiting you?** Tracking of cross functional projects. It gets easier to use especially when you large scale of teams in the organization ### 25. Useful for some basic ticketing, mostly self service/Build it yourself product. **Rating:** 0.0/5.0 stars **Reviewed by:** Dave T. | Systems Engineer - IT Service Management/Tools, Enterprise (> 1000 emp.) **Reviewed Date:** May 14, 2024 **What do you like best about Jira Service Management?** Integration with other JIRA products in your instance. **What do you dislike about Jira Service Management?** Unlike other SM product it barely provides any typical configure for processes. It is virtually all build it yourself. Add to that that there are significant limits to the development capabilities and it really makes it a niche product for those already using Atlassian products and minimal ITSM needs. **What problems is Jira Service Management solving and how is that benefiting you?** Early on to say as we are still preprod. I see that the support for schema flexibility will work out well. ### 26. Jira : A complete tool for project management **Rating:** 5.0/5.0 stars **Reviewed by:** Kartik T. | Software Developer, Small-Business (50 or fewer emp.) **Reviewed Date:** January 16, 2024 **What do you like best about Jira Service Management?** The best thing I like about jira is it's ticket management system. The tickets are so well organised. In proper different stages, to-do, in progress, in review and the different stages created by client/business owner. **What do you dislike about Jira Service Management?** The thing I dislike, not like so much about jira is ots graph structure for different sprints. I mean yes the velocity charts is nice, quite informative but they could be better. **What problems is Jira Service Management solving and how is that benefiting you?** Jira helps solve the product and project management methodology. By organising tasks into separate sprints, assigning tickets, and respective graphs for all the sprints. Really helpful for the Scrum master. ### 27. Very Good Product for project management **Rating:** 5.0/5.0 stars **Reviewed by:** Abhishek J. | Automation Developer, Mid-Market (51-1000 emp.) **Reviewed Date:** February 28, 2024 **What do you like best about Jira Service Management?** This software is very good for project management. It allow every user to be on the same place for any of the update related to project. It also helps organisation to go for less documentation **What do you dislike about Jira Service Management?** It helps all of our organisation employee to check the real time update **What problems is Jira Service Management solving and how is that benefiting you?** It helps user to be on the same place for any of the update related to project. It also enable user to manage his project so easily. ### 28. JSM- great ITSM and ticketing tool **Rating:** 4.5/5.0 stars **Reviewed by:** Priyanka A. | Senior Solutions Delivery Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** September 22, 2023 **What do you like best about Jira Service Management?** -Allow users to directly create tickets through the customer portal rather than calling in to a helpdesk -Track tickets for almost all department viz. IT helpdesk, HR, Engineering, Purchase, Security etc. -User friendly customer portal -Add multiple users to a ticket as "Request participants" -Availability of automation feature makes life of a jira admin much easier -Unlimited custom fields options -When typing up a summary, it gives the list of related old tickets where you might find the solution for your problem -Easy to create escalation SLA's -Ease of tickets escalations -time tracking feature **What do you dislike about Jira Service Management?** -non-customisable reports -when you accidentally delete something, it's gone forever! (Deletion and recovery is not an option in Jira) -limited upload size -unavailability to copy Request types' configuration from one project to another -Limited mobile funcationality -Costly -dark mode (it's really not so pleasant to work with - that's my personal opinion) -inability to bulk close tickets -non-intuitive -inability to hide forms in the jira tickets/customer portal, if used. -inability to migrate configurational changes from dev to prod. **What problems is Jira Service Management solving and how is that benefiting you?** With JSM, it is easy to categorise Service requests, Incidents, changes, problems with the help of request types/issue types. It has really benefitted me to prioritize my tasks and see the progress of all my tickets in a single place. ### 29. My experience with Jira Service Management during Automation **Rating:** 5.0/5.0 stars **Reviewed by:** Saravana R. | Security Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** February 13, 2024 **What do you like best about Jira Service Management?** Jira Service Management is very user friendly for beginner administrator like me to get hands on. **What do you dislike about Jira Service Management?** Frankly speaking, I get confused due to too many features which resembles the same. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management categorise the service types along with auto Sub tasks. Auto sub tasks are created according to the requirement which saves time and easy to monitor. ### 30. ITSM solution best adapted to ITIL **Rating:** 4.0/5.0 stars **Reviewed by:** Alvaro P. | Profesor Particular de Programación, Small-Business (50 or fewer emp.) **Reviewed Date:** August 17, 2023 **What do you like best about Jira Service Management?** The ease of organizing projects in different ways, including administrators, analysts and users in such a way that you can limit the administrators of one project to modify another, leaving this to the jira administrator. **What do you dislike about Jira Service Management?** The learning curve for the end user is not as easy as other IT solutions, in addition to this it requires a lot of preparation of the technical team in ITIL to take better advantage of the tool. **What problems is Jira Service Management solving and how is that benefiting you?** What is achieved with this tool is to be able to manage several help desks called projects, where each work team can manage their tickets in the best way, classifying them according to a consistent catalog, and with the ability to obtain detailed metrics on the volume of tickets, slas, time tracking and much more. ### 31. User friendly tool for Task management **Rating:** 5.0/5.0 stars **Reviewed by:** Akash N. | Enterprise (> 1000 emp.) **Reviewed Date:** June 28, 2023 **What do you like best about Jira Service Management?** I started using Jira at the start of my career, and it has been a very user-friendly experience as a fresher and now, when I assign tasks to my teammates. It helps in keeping track of the progress as well as managing all the functions that are being assigned. Even the deadlines can be estimated based on the progress track from the tool **What do you dislike about Jira Service Management?** .As a fresher, there were some difficulties that I faced in understanding where to look for past tickets or who else worked on the key that I was assigned to, as well there could be an internal chat feature that would save a lot of time for the uses who has to wait for the client to reply on a comment. **What problems is Jira Service Management solving and how is that benefiting you?** We use Jira to initiatively protect and alert about all our clients' bugs and keep track of their progress and improvements. It also helps to show transparency on who the assignor is and who has been assigned to a specific task. Custom filters and sorts can be created to save tie as well as in case the workload is more than one user can complete; it can be split among others to complete the task in the specified period. ### 32. Best tool for Task Assignment! **Rating:** 5.0/5.0 stars **Reviewed by:** Ayona P. | Enterprise (> 1000 emp.) **Reviewed Date:** October 04, 2023 **What do you like best about Jira Service Management?** JIra has been an user friendly interface that allows me in monitoring progress and efficiently handlingteh allocations of tasks.Additional, it allowsfor the estimation ofdeadlines based on theproject's progress which isa valuable feature. Ease of implementation as well as customer support are also a plus. **What do you dislike about Jira Service Management?** In the beginning I encountered some challenges in terms of locating the previous tickets and who handles the same. Other than that my overall experience had been great with Jira. **What problems is Jira Service Management solving and how is that benefiting you?** Addressing and documentingall the issuesencountered by clients,while overseeing their progressand new developments.Jira provides clearvisibility regarding task assignees,facilitating seamless communication with both client and service providers. ### 33. Easy to use for collaboration and customers **Rating:** 5.0/5.0 stars **Reviewed by:** Paul B. | Head of IT and security, Small-Business (50 or fewer emp.) **Reviewed Date:** July 11, 2023 **What do you like best about Jira Service Management?** We use this for helping serve our customers with a knowledge base and support ticket portal, so they can raise tickets and request in line with contract SLA's and to keep them simple and easy to review at any time **What do you dislike about Jira Service Management?** Permissions, we have admins that could manage the platform but as soon as they are added in as a user they instantly use a licence when they are not acutally using the systme on a day to day basis. Customer Service portal could be a little bit easier to customise/manage **What problems is Jira Service Management solving and how is that benefiting you?** Internally fo us support tickets relating to change requests and development workflows, but also to serve our customers and provide them with a portal for knowledge and instructions sets but also release info and bug fixs along with trianign and support tickets ### 34. Support and ticket management made easy **Rating:** 4.0/5.0 stars **Reviewed by:** Peter W. | Web Developer, Enterprise (> 1000 emp.) **Reviewed Date:** June 13, 2023 **What do you like best about Jira Service Management?** A very clear and minimalistic user interface, showing only the essential information and making it very easy to navigate. You can easily mix common support requests, with more long-term product update and bug issues. With clear labels separating the them. **What do you dislike about Jira Service Management?** The notification system could use an improvement, as it is easy to lose the one email that is sent and then forget to check for the user's reply. All the user interface is clear, there really isn't much to it at all. If there were more formatting options, integration with other requests and a more concise to-do list, that would be great! **What problems is Jira Service Management solving and how is that benefiting you?** We can easily communicate with clients and service providers from simple bugs, to system critical issues that need to be addressed immediately. We can track such requests and make sure they are being promptly and appropriately dealt with. ### 35. Solid itsm tool **Rating:** 5.0/5.0 stars **Reviewed by:** Hernan F. | Technical Engineer, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** August 04, 2023 **What do you like best about Jira Service Management?** What I like best about Jira Service Management is that It works pretty similitar to jira software, if you know how to use jira software you will have no problems with this tool. Simple but powerful. **What do you dislike about Jira Service Management?** What I dislike about Jira Service Management is that it translates poorly to other languages, if you choose other language than english it will be a terrible mix between english and the language you choose. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service management helps my organization to keep track of incoming work from external customers and internal requests so we doný have to check 2 tools to keep on top of the pending work. ### 36. Very flexible for tickets but not self service **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** April 16, 2024 **What do you like best about Jira Service Management?** * Excellent JIRA integration as you'd expect * Very flexible workflows and ticket setup * Powerful system **What do you dislike about Jira Service Management?** * Poor thought around customer UI * Feature set of self service portal is v weak * Feels unfinished **What problems is Jira Service Management solving and how is that benefiting you?** * Provide self service ticket management to customers * Manage internal ticket flow ### 37. Great Customer support tool to manage, track & monitor bugs, projects & assignment **Rating:** 3.5/5.0 stars **Reviewed by:** Neel R. | Manager International Sales, Mid-Market (51-1000 emp.) **Reviewed Date:** April 20, 2023 **What do you like best about Jira Service Management?** I've been using Jira for many times now, it is really helpful for me and our team to manage, track & monitor bugs, projects, and assignments and track all the developments in one tool. The best part about Jira service management is the reporting and assigning of tasks and keeping all in check with deadlines etc. **What do you dislike about Jira Service Management?** For first-time users, its a bit difficult to learn and use the platform as its a bit complicated initially but as time goes by it is quite useful. However, if there could be a option to download all the reports in a PDF or file format that would really help. **What problems is Jira Service Management solving and how is that benefiting you?** we use Jira service management for many things specifically to tackle and report all the bugs that our clients are facing and monitor their progress and new developments. It shows the person who has assigned the task and the person working on it, which is quite effective and efficient. We also create custom fields/filters to ensure that our team uses them it the best possible way. ### 38. JSM review **Rating:** 5.0/5.0 stars **Reviewed by:** Michael G. | Management Accountant, Small-Business (50 or fewer emp.) **Reviewed Date:** December 19, 2023 **What do you like best about Jira Service Management?** Proven and flexible - perfect companion to the rest of the suite. **What do you dislike about Jira Service Management?** Stock SLA management is limited and relies on addons to shine **What problems is Jira Service Management solving and how is that benefiting you?** Client support ticket management ### 39. a great productive and management tool **Rating:** 3.5/5.0 stars **Reviewed by:** zain a. | System Admin, Mid-Market (51-1000 emp.) **Reviewed Date:** October 11, 2023 **What do you like best about Jira Service Management?** it intergrates well into the larger atlassian suite of products and 3rd party vendors **What do you dislike about Jira Service Management?** It can be hard learning curve to get up to spead with all the feature set **What problems is Jira Service Management solving and how is that benefiting you?** Initally it was just used for our IT helpdesk but it has evolved and now is used for multiple use case including incident managment and project managment ### 40. Jira Service Management **Rating:** 5.0/5.0 stars **Reviewed by:** Kim April C. | Team Leader, Mid-Market (51-1000 emp.) **Reviewed Date:** June 12, 2023 **What do you like best about Jira Service Management?** Jira is our best buddy when it comes to creating topics that we will need during meetings. We were able to setup topics and put deadlines as well. We can also leave comments on every post. **What do you dislike about Jira Service Management?** There is nothing that I dislike about Jira. It is one of our best applications that we used on a daily basis specially that we always have updates that we need to cascade. **What problems is Jira Service Management solving and how is that benefiting you?** With Jira, we can always set up reminders for meetings. We can also create tickets whenever we have issues with software and hardware. We also have the option to ask for access to certain apps and websites, which is really helpful. ### 41. All in one service & requests tracker for teams **Rating:** 4.5/5.0 stars **Reviewed by:** Tushar B. | Associate Software Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** August 10, 2023 **What do you like best about Jira Service Management?** For a team Jura provides hassle free services & requests tracker inlcuding different dashboards, user controls & time/effort tracking features **What do you dislike about Jira Service Management?** Nothing much to dislike. UI can be improved always **What problems is Jira Service Management solving and how is that benefiting you?** Firstly Jira service management helps us keep track of service requests from customers. They can be created for specific teams & can be tracked with ease. A jira request can hold all the relevant info in one place. Secondly, its also great for managing SOP's & incident management procedures. ### 42. Jira **Rating:** 5.0/5.0 stars **Reviewed by:** Ronald E. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 17, 2023 **What do you like best about Jira Service Management?** Allows me to collaborate with my team easily despite being in remote locations **What do you dislike about Jira Service Management?** The navigation of the menus. It requires too much back clicking **What problems is Jira Service Management solving and how is that benefiting you?** It benefits me in that I can know what issues are being handled by a member of my team ### 43. Amazing Tool **Rating:** 4.5/5.0 stars **Reviewed by:** Mohammed Ismail M. | Manager Panel, Hospital & Health Care, Mid-Market (51-1000 emp.) **Reviewed Date:** January 03, 2024 **What do you like best about Jira Service Management?** Any issues can be raised on this platform All the information related to technical/non technical available in single platform **What do you dislike about Jira Service Management?** Nothing to comment about dislike. Overall this is nice tool **What problems is Jira Service Management solving and how is that benefiting you?** We can raise queiries related to software, hardware, data access, ### 44. Jira service management **Rating:** 4.5/5.0 stars **Reviewed by:** Shubham K. | Associate Manager- IT Sales, Enterprise (> 1000 emp.) **Reviewed Date:** August 13, 2023 **What do you like best about Jira Service Management?** This tool facilitates the tracking of progress and management of all tasks assigned. Using the progress track provided by the tool, it is possible to estimate deadlines as well **What do you dislike about Jira Service Management?** There is one aspect of Jira Service Management that I dislike; it does not translate well to other languages. If you choose a language other than English, you will end up with a terrible mixture of English and the chosen language. **What problems is Jira Service Management solving and how is that benefiting you?** In addition to support tickets pertaining to change requests and development workflows, we also use this system to provide our customers with knowledge and instructions, as well as release information and bug fixes, as well as training and support. ### 45. Streamline Your Service Operations with Jira Service Management **Rating:** 4.0/5.0 stars **Reviewed by:** Bhargav N. | Software Architect, Enterprise (> 1000 emp.) **Reviewed Date:** February 16, 2023 **What do you like best about Jira Service Management?** Track and prioritize service requests: Jira Service Management allows you to track and prioritize service requests and incidents, ensuring that critical issues are addressed first. Automate workflows: With Jira Service Management, you can automate workflows to ensure that tasks are completed efficiently and consistently. Collaborate with your team: Jira Service Management enables teams to collaborate effectively, providing a single source of truth for all service requests and incidents. Gain insights: With built-in reporting and analytics, Jira Service Management provides valuable insights into your service desk operations, allowing you to identify areas for improvement and make data-driven decisions. **What do you dislike about Jira Service Management?** Steep learning curve: Jira Service Management is a powerful and complex tool, which means that it can take some time for users to become proficient with it. This can be particularly challenging for smaller teams with limited resources. Customization limitations: Although Jira Service Management is highly customizable, some users may find that the level of customization available is not sufficient for their needs. This can be particularly frustrating for organizations with very specific workflows or processes. Cost: Jira Service Management is a paid tool, which means that it may not be accessible to all organizations or individuals. The cost can be particularly challenging for small businesses or startups with limited budgets. Integration challenges: While Jira Service Management offers many integrations with other tools and platforms, some users may find that integrating it with their existing systems can be challenging, particularly if they are not familiar with the tools and technologies involved. **What problems is Jira Service Management solving and how is that benefiting you?** Inefficient service request management: Without a proper system in place, managing service requests can be inefficient and time-consuming. Jira Service Management helps to automate the process of managing service requests, making it easier and more efficient to manage requests from customers or other stakeholders. Lack of visibility into service operations: Without a centralized system for managing service requests, it can be challenging to gain visibility into service operations. Jira Service Management provides a centralized platform for managing service requests and incidents, providing teams with valuable insights into their service desk operations. Inability to collaborate effectively: Collaboration is essential for effective service delivery. Jira Service Management provides a platform for teams to collaborate effectively, ensuring that everyone is on the same page and working towards the same goals. Difficulty in prioritizing service requests: Without a proper system for prioritizing service requests, critical issues may not be addressed in a timely manner. Jira Service Management provides tools for prioritizing service requests based on their impact and urgency, ensuring that critical issues are addressed first. By solving these problems, Jira Service Management helps organizations improve their service delivery and customer satisfaction. With automated workflows, centralized management, and collaboration tools, teams can work more efficiently and effectively, ultimately providing better service to their customers. Additionally, the built-in reporting and analytics features enable organizations to make data-driven decisions, improving their overall service delivery and operations. ### 46. Effectively categorize, prioritize service request, problems, incidents. **Rating:** 4.5/5.0 stars **Reviewed by:** Rasik B. | Solutions Architect, Enterprise (> 1000 emp.) **Reviewed Date:** August 31, 2023 **What do you like best about Jira Service Management?** The way it helps every team to deliver great service quickly, bringing clear visibility to work. Also it bridge the gap between development,IT and business team. **What do you dislike about Jira Service Management?** Support to customer management which need to be improved. Lack of memory space. Sometime its complex to manage. No dedicated features exists to track ideas and plans. **What problems is Jira Service Management solving and how is that benefiting you?** Main use of Jira Service Management tool is time tracking capabilities and producing reports that helps team to track their performance over the period. Also helps team to work agile way. ### 47. Simplest ITSM Implementation of my life. **Rating:** 5.0/5.0 stars **Reviewed by:** Anne S. | Senior Operations Process Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** June 09, 2023 **What do you like best about Jira Service Management?** JSM offers easy customization and separation of customer support "portals," as well as support issue management in a format that's already familiar to our devs. **What do you dislike about Jira Service Management?** Unless you're already familiar with Jira management, the learning curve can be long and steep. I highly recommend using the Atlassian Community and researching prior to starting JSM build or customization. **What problems is Jira Service Management solving and how is that benefiting you?** My current company has used JSM internally for personnel IT requests and a different solution for client requests. In a former life, I used JSM with customers and found that having support issues follow the same general flow as development issues helped everyone on our teams conceptualize ITSM issue progress better than having a siloed flow just for support. ### 48. Good Service Management Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Yogesh T. | Assistant System Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** September 13, 2023 **What do you like best about Jira Service Management?** We can create custum dahsboard also we can see all data on single dashbord in multipal ways. The user interface is great. we can create new PRs from this tool it is good new features. we can tracking /planing of project. **What do you dislike about Jira Service Management?** we are facing performanace issue. Somtimes it is difficult and complex to configure. **What problems is Jira Service Management solving and how is that benefiting you?** Need to work on filtering options. some difficulty in filtering subtask ### 49. Powerful tool to manage service desk operations **Rating:** 4.5/5.0 stars **Reviewed by:** Naman M. | Software Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** March 10, 2023 **What do you like best about Jira Service Management?** The software offers a centralized platform where service requests can be managed, prioritized, and assigned to the relevant team members. This ensures that requests are handled in a timely and efficient manner, which can help to improve customer satisfaction and reduce response times. **What do you dislike about Jira Service Management?** Software can be expensive, particularly for small businesses or organizations with limited budgets. While JIRA Service Management offers a range of features and customization options, the cost may be prohibitive for some users. **What problems is Jira Service Management solving and how is that benefiting you?** The software can automate routine tasks, such as ticket routing and notification, which can save time and improve efficiency. Additionally, the software integrates with a wide range of other tools and platforms, making it easy to connect with existing workflows and systems. ### 50. Amazing Service tool for internal case management **Rating:** 4.5/5.0 stars **Reviewed by:** Hiya w. | Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** September 08, 2023 **What do you like best about Jira Service Management?** The options provided in choosing from the bug/enhancement and keeping the requestor on track and have full visibility- sub task for test cases **What do you dislike about Jira Service Management?** Dashboards are hard to read and the UI for the same is not preferred **What problems is Jira Service Management solving and how is that benefiting you?** UAT testing made easier by making scenarios and test them one by one by the affected user for satisfactory output ## 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?page=5§ion=pricing&secure%5Bexpires_at%5D=2026-07-14+16%3A37%3A47+-0500&secure%5Bsession_id%5D=fb70ffc8-de83-48cb-99e7-6cdf9cdf0a97&secure%5Btoken%5D=b3978ca3cc08aaa457f44bb96c3913653784f47e9965b6bb4e48a7cf671b9243&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) - 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[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 (1,786 reviews)