--- 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. All-in-One Solution That Transformed Our Team Collaboration **Rating:** 4.0/5.0 stars **Reviewed by:** Julio E. R. | Gerente de Servicio al Cliente, Real Estate, Mid-Market (51-1000 emp.) **Reviewed Date:** December 01, 2025 **What do you like best about Jira Service Management?** I recently started using Atlassian tools like Service Management, and the impact has been tremendous. With everything in one place, our team finds quick answers to almost any question. I highly recommend it for any team. **What do you dislike about Jira Service Management?** The learning curve can take some time, but it is not a deal breaker. **What problems is Jira Service Management solving and how is that benefiting you?** My team can find everything in one place, helping them find quick answers to almost any question. ### 2. Jira Service Management and its benefits **Rating:** 5.0/5.0 stars **Reviewed by:** Ankit S. | Enterprise Operations Associate , Enterprise (> 1000 emp.) **Reviewed Date:** July 27, 2025 **What do you like best about Jira Service Management?** What I like best about Jira Service Management is the strong integration it has that helps the team to ensure the user is assisted in a timely manner. This contributes to creating the best user experience in the long run. **What do you dislike about Jira Service Management?** Sometimes Jira can be a little complicated to work with when a new user is using it. **What problems is Jira Service Management solving and how is that benefiting you?** Enhancing customer experience Enabling the team to handle incidents more quickly Providing clear visibility of the responsible team Centralize and manage IT support requests ### 3. Jira: Reliable, Streamlined Request Management for All Departments **Rating:** 5.0/5.0 stars **Reviewed by:** Joven M. | Trainer, Mid-Market (51-1000 emp.) **Reviewed Date:** October 24, 2025 **What do you like best about Jira Service Management?** Jira serves as the primary, standardized intake and tracking tool for nearly all internal needs, including high-priority functions like human resources (HR) and information technology (IT) support. **What do you dislike about Jira Service Management?** Jira serves all my request management needs perfectly, consistently demonstrating reliability and ease of use without introducing any complexity or inefficiency into my workflow. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management (JSM) is solving the organizational chaos that arises when employees have to contact different departments (like HR, IT, or Facilities) using various, unstandardized methods (email, chat, phone). ### 4. Effortless Ticketing and Asset Management with Jira Service Management **Rating:** 4.0/5.0 stars **Reviewed by:** gopikrishnan a. | IT Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** November 18, 2025 **What do you like best about Jira Service Management?** Jira Service Management helps to Easy Interact Tickets with customers & Internal Also supports Asset Management **What do you dislike about Jira Service Management?** Improve UI Improve Performance Improve AI Feature **What problems is Jira Service Management solving and how is that benefiting you?** HELPDESK ITSM ASSET MANAGEMENT INCIDENT MAnagement ### 5. Tracking and maintaining end to end flow is best part **Rating:** 4.5/5.0 stars **Reviewed by:** shubham M. | Team Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** June 27, 2025 **What do you like best about Jira Service Management?** It has considered all the fields needed to track and keep updating anything about a task which helps nothing left to track on excel sheet or elsewhere. It's timely UI / UX changes to adapt to human behavior is good. **What do you dislike about Jira Service Management?** There is no option on a project to multi select tasks and change there status. Have to do one by one. Similar there should be a AI chatbot where we can type "move all tasks in in progress to done status" And it should do this **What problems is Jira Service Management solving and how is that benefiting you?** Mainly creating backlogs and converting selected tickets to a sprint is best part. ### 6. Seamless Jira Integration and Transparent Work Status **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Mid-Market (51-1000 emp.) **Reviewed Date:** April 15, 2026 **What do you like best about Jira Service Management?** alignment/integration with Jira, transparency of work status, IT support, **What do you dislike about Jira Service Management?** expensive, continuous maintenance, complex setups of UI **What problems is Jira Service Management solving and how is that benefiting you?** It is working with JSM that helps with centralized request management and standardize process ### 7. Jira Service Management ticket **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Enterprise (> 1000 emp.) **Reviewed Date:** August 14, 2025 **What do you like best about Jira Service Management?** Jira Service Management provides a centralized platform where our Access Management and Information Security team at Capillary can efficiently manage requests, incidents, and approvals. The integration with automation rules and custom workflows helps us reduce turnaround time, maintain compliance, and keep a clear audit trail for all access-related changes. **What do you dislike about Jira Service Management?** While Jira Service Management works very well for our needs at Capillary, there’s room to make the interface even more intuitive for new users and to further streamline bulk request handling. These enhancements would make an already strong platform even more efficient for high-volume teams like ours. **What problems is Jira Service Management solving and how is that benefiting you?** At Capillary, Jira Service Management helps us streamline access requests, incident tracking, and change approvals across multiple applications like Okta, Files.com, Databricks, and our in-house platforms. By centralizing these processes, we’ve improved turnaround time, reduced manual follow-ups, and maintained a clear audit trail for compliance. It also gives our team better visibility into request status, helping us prioritize and resolve issues faster ### 8. Fresh Eyes on Jira: An Intern’s Blueprint for Smoother Onboarding **Rating:** 4.0/5.0 stars **Reviewed by:** IRFAN HAMEED S . | Cybersecurity intern, Small-Business (50 or fewer emp.) **Reviewed Date:** August 12, 2025 **What do you like best about Jira Service Management?** Best thing I found out is Ops teams can create a linked software bug from an incident ticket in 1 click (with full context). Devs see real-time impact of incidents/changes on their backlog. No fragile integrations, API scripts, or context switching. Tools like ServiceNow/Zendesk require complex integrations to achieve this, often with limited context sync. **What do you dislike about Jira Service Management?** I had bad experience when I went to use jira at initial stage because it less user friendly. Workflow and permissions require technical skill to configure properly. **What problems is Jira Service Management solving and how is that benefiting you?** Jira solves time taken in manual routine tasks like agents waste time on approvals,updates by implementing no code automation rules. So we can get higher productivity in work. ### 9. Jira Service Management **Rating:** 5.0/5.0 stars **Reviewed by:** Priyanshu M. | Senior Infrastructure Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** July 23, 2025 **What do you like best about Jira Service Management?** JSM is designed to solve the problem of managing service requests, incidents, problems, changes and assets across various departments (especially IT,HR, facilities, etc)in a centralised, structured and trackable way. **What do you dislike about Jira Service Management?** Users often find its initial setup and customization overly complex, especially for smaller teams or those with specific needs. The interface can feel clunky and navigation can be difficult, leading to wasted time trying to find the right tools and settings. Additionally, some users find the reporting features and out-of-the-box dashboard widgets lack the depth or intuitiveness they need for quick insights. **What problems is Jira Service Management solving and how is that benefiting you?** service requests, automating workflows, and improving collaboration across teams. It benefits organizations by streamlining service delivery, increasing efficiency, and ultimately enhancing customer and employee satisfaction. ### 10. Jira is a smart tool for tracking tasks, managing teams, and boosting project efficiency. **Rating:** 5.0/5.0 stars **Reviewed by:** Narendra Kumar A. | Senior Testing and Support Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** July 23, 2025 **What do you like best about Jira Service Management?** its seamless integration with other Atlassian tools, customizable workflows, and real-time tracking that makes handling IT requests and incidents fast and efficient. **What do you dislike about Jira Service Management?** setup and customisation can take time... **What problems is Jira Service Management solving and how is that benefiting you?** It helps us manage customer issues and internal IT requests in one place. Earlier, things were all over the place emails, messages, calls now everything is tracked properly. It saves time, keeps the team updated, and makes sure no request is missed. Very helpful for daily work and smooth coordination. ### 11. Streamlined IT Support with Powerful Features! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Small-Business (50 or fewer emp.) **Reviewed Date:** July 29, 2025 **What do you like best about Jira Service Management?** What I like best about Jira Service Management is its seamless integration with other Atlassian products, especially Jira Software and Confluence. This creates a unified environment that makes team collaboration much easier and more efficient. The platform’s high degree of customizability stands out you can easily modify workflows, set up SLAs, and automate tasks to fit your specific business needs. Additionally, the intuitive self-service portal and automated ticket routing significantly improve ticket management by simplifying request submission and ensuring tickets reach the right people quickly. The reporting and analytics features are also very strong, helping teams monitor progress and continuously improve service delivery. **What do you dislike about Jira Service Management?** What I dislike about Jira Service Management is that it can feel a bit complicated at first, especially if you’re new to Atlassian products. The interface isn’t always the most intuitive, so there’s definitely a learning curve before you feel comfortable navigating and using all the features. I’ve also found that to unlock advanced reporting or certain customizations, you may need extra plugins or add-ons, which could add to the cost. While the core functionalities are great, sometimes managing users or recovering accidentally deleted items isn’t as easy as I’d like. Overall, it’s powerful but takes some getting used to. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management is solving several key problems for our team, particularly around organizing and streamlining IT support and service management. Before adopting it, we struggled with tracking requests, inconsistent communication, and delays in resolution. With Jira Service Management, we can now efficiently capture all service requests in one place, assign them to the right people, and monitor progress from start to finish. The built-in automation and customizable workflows have minimized manual work and helped standardize how we handle different types of requests. The biggest benefits are improved visibility and accountability—everyone knows the status of issues and who’s responsible for what. The self-service portal has empowered people to submit and track their own requests, which reduces back-and-forth emails and speeds up response times. Additionally, the platform’s reporting tools allow us to spot trends and recurring issues so we can proactively address root causes. Overall, it’s made our IT support process much more organized, responsive, and data-driven, leading to better service for everyone involved. ### 12. Jira Service Management Review as an ITSM analyst for production management **Rating:** 4.0/5.0 stars **Reviewed by:** Bs K. | Senior Manager, Enterprise (> 1000 emp.) **Reviewed Date:** July 28, 2025 **What do you like best about Jira Service Management?** Jira Service Management offers a clean, user-friendly UI for all agents and customers along with seamless integration capability with Jira software enabling smooth collaboration across the IT teams.It also offers very powerful customizable workflows with SLA tracking and allows users to automate rules for streamlined service. **What do you dislike about Jira Service Management?** It takes considerable amount of time initially to setup, configure especially in complex project cases.It also demands individual to invest time and learn things to understand the different workflows, admin functions, permission schemes and also to keep up with upcming product changes. It makes to feel costly with any additional add-ons. **What problems is Jira Service Management solving and how is that benefiting you?** Strealined ITSM processess(production events like Change, Incident, Release), easy integration plugins, easy cross collaboration across teams. ### 13. Efficient Ticket Management Across Clients **Rating:** 5.0/5.0 stars **Reviewed by:** Gokula K. | Cloud Engineer, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** July 28, 2025 **What do you like best about Jira Service Management?** Jira is a project management and issue-tracking tool used to manage tickets across multiple clients. It supports custom workflows, issue types, permissions, and automation, making it ideal for tracking tasks, bugs, and service requests in software and IT teams. **What do you dislike about Jira Service Management?** Nothing to dislike about the tool, using this tool can manage all tickets **What problems is Jira Service Management solving and how is that benefiting you?** We were unable to track logs for all clients using Excel, but Jira has made this process much easier and more efficient. ### 14. Jira is a good tool for service management **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 24, 2025 **What do you like best about Jira Service Management?** What I like best about Jira Service Management is how it seamlessly bridges the gap between IT operations and development teams. Its integration with Jira Software allows for real-time collaboration, faster incident resolution, and greater visibility across the full issue lifecycle. The customizable workflows, SLAs, and automation rules make it highly adaptable to different team needs — which boosts both efficiency and accountability. As someone who values structured yet flexible systems, I find it incredibly powerful for managing service requests, change approvals, and problem tracking in one place. **What do you dislike about Jira Service Management?** One limitation I’ve experienced with Jira Service Management is that while it’s very powerful and customizable, the initial setup and configuration can be quite complex—especially for teams without prior experience. Customizing workflows, setting up automation, and managing permissions can require a steep learning curve. Additionally, as the number of projects and issues grows, performance and usability can sometimes be affected without proper maintenance. That said, once it’s well configured, it becomes a very robust and efficient tool.” **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management helps solve the challenge of managing high volumes of service requests, incidents, and changes in a structured, trackable way. It centralizes communication between support teams and end users, ensuring requests are prioritized based on SLAs and routed to the right teams quickly. For me, this means better visibility into workloads, faster resolution times, and fewer missed or duplicate tickets. Automation and knowledge base integration also reduce repetitive work, allowing us to focus more on complex issues and improving user satisfaction.” ### 15. Excellent Tool for Managing Service Requests and Improving Team Efficiency **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** July 24, 2025 **What do you like best about Jira Service Management?** Jira Service Management offers a highly customizable and intuitive interface that makes ticket tracking, workflow automation, and incident management extremely efficient. I particularly like how well it integrates with Confluence and other Atlassian tools, allowing seamless documentation and collaboration. The SLA tracking and real-time reporting features help our IT team stay on top of requests and deliver better service. The ability to create custom queues and categorize requests makes it easy to prioritize tasks. **What do you dislike about Jira Service Management?** While Jira Service Management is powerful, it can be slightly overwhelming for new users due to its extensive configuration options. The learning curve is steep if you're not familiar with the Atlassian ecosystem. Also, some advanced features are locked behind higher-tier plans, which might be a limitation for small teams. However, once you get used to the interface, the productivity gains make up for the initial complexity. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management has significantly improved the way we handle IT service requests and incident management. Previously, tracking and prioritizing tickets was time-consuming and prone to miscommunication. With Jira, we now have a centralized platform that allows us to automate workflows, define SLAs, and ensure transparency across teams. The ease of integration with other Atlassian tools helps streamline issue resolution and collaboration. As a result, we’ve reduced response times, increased accountability, and improved customer satisfaction. ### 16. I had used Jira before currently I'm working in agile but it easier and convenient to use **Rating:** 5.0/5.0 stars **Reviewed by:** Krishna M. | Technical Product Support Specialist, Financial Services, Small-Business (50 or fewer emp.) **Reviewed Date:** July 02, 2025 **What do you like best about Jira Service Management?** It's easy to track the development lifecycle and mange bugs and assigned tasks **What do you dislike about Jira Service Management?** Not much but yeah sometimes it crashes but it's mostly my device and not the site itself **What problems is Jira Service Management solving and how is that benefiting you?** Making it convenient to tracking bugs and assigned tasks. ### 17. Amazing services - Jira Service Management (JSM) **Rating:** 5.0/5.0 stars **Reviewed by:** Sandeep S. | Talent Acquisition Subject Matter Expert, Consulting, Small-Business (50 or fewer emp.) **Reviewed Date:** July 02, 2025 **What do you like best about Jira Service Management?** Amazing - Jira Service Management (JSM) offers a robust and flexible platform for managing service requests, incidents, problems, and change management processes. Its seamless integration with Jira Software and Confluence enables effective collaboration between IT, DevOps, and business teams. **What do you dislike about Jira Service Management?** Nothing as such- amazing product and its services **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management (JSM) offers a robust and flexible platform for managing service requests, incidents, problems, and change management processes. Its seamless integration with Jira Software and Confluence enables effective collaboration between IT, DevOps, and business teams. ### 18. Seamless Atlassian Integration Elevates the Experience **Rating:** 4.0/5.0 stars **Reviewed by:** Carlos M. | SRE, Mid-Market (51-1000 emp.) **Reviewed Date:** December 16, 2025 **What do you like best about Jira Service Management?** One of the standout features is its integration with the Atlassian suite, which I find to be a significant advantage. **What do you dislike about Jira Service Management?** It is complicated to configure the integration with other tools. **What problems is Jira Service Management solving and how is that benefiting you?** Maintain a centralized process for handling support requirements. ### 19. Extremely useful tool, especially for IT and software projects **Rating:** 5.0/5.0 stars **Reviewed by:** Elina C. | Project Assistant, Small-Business (50 or fewer emp.) **Reviewed Date:** August 04, 2025 **What do you like best about Jira Service Management?** It’s extremely useful for managing IT and software development projects. I like how it centralizes requests, tracks issues efficiently, and allows for detailed customization to match project needs. **What do you dislike about Jira Service Management?** The interface can be overwhelming for new users, but ones you learn it it it easy to handle **What problems is Jira Service Management solving and how is that benefiting you?** It helps organize and track IT projects, manage incidents, and streamline communication between teams. Keeps everything more structured and transparent. ### 20. Efficient tool for streamlining support and collaboration **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Small-Business (50 or fewer emp.) **Reviewed Date:** July 28, 2025 **What do you like best about Jira Service Management?** What I like most about Jira Service Management is how easy it makes it for me to track and manage different tasks and requests in one place. I find the real‑time updates and clear dashboards really helpful, and I like that it integrates well with other tools I use. It helps keep everything organized and makes collaboration smoother. **What do you dislike about Jira Service Management?** Sometimes it can feel a bit complex at first, especially with so many settings and options. It takes some time to get fully comfortable using all the features. **What problems is Jira Service Management solving and how is that benefiting you?** It helps me keep track of different requests, issues, and tasks all in one place. It makes it easier to prioritize what’s most important, collaborate with team members, and follow the progress until everything is resolved. This saves me time, reduces confusion, and helps ensure nothing gets missed which really improves the overall workflow and team productivity. ### 21. Jira is great but the ticketing sub-options are not so convenient to find and use . **Rating:** 4.0/5.0 stars **Reviewed by:** Naiennaa P. | Systems Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** June 30, 2025 **What do you like best about Jira Service Management?** Is a great ticketing options with the most number of fields where I can populate the minutest of the details of the ticket . **What do you dislike about Jira Service Management?** Navigating through the Jira tool can be a challenge as there are so many fields and at times I struggle to get on to the view I saw a few days ago in a ticket to check out few details . **What problems is Jira Service Management solving and how is that benefiting you?** It serves as a great tool for change management as there are separate fields for time slot, and to populate the purpose , back up plan , failover plan , etc ,where it very easy for the change approver to understand the ticket in one view preventing back and forth email comms . ### 22. Optimization services delivery with Jira service management **Rating:** 4.5/5.0 stars **Reviewed by:** Shubham S. | AI & Data Consultant , Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** July 25, 2025 **What do you like best about Jira Service Management?** The best thing about Jira Service Management (JSM) is its flexibility and deep integration within the Atlassian ecosystem. This allows for highly customizable workflows and seamless connections with tools like Jira Software and Confluence, empowering efficient service delivery and collaboration across all teams. **What do you dislike about Jira Service Management?** What I dislike most about Jira Service Management (JSM) is its complexity and potential for high cost, especially when needing advanced features that often require expensive third-party add-ons. This can lead to a steep learning curve for administrators and unpredictable budgeting. **What problems is Jira Service Management solving and how is that benefiting you?** Jira service helpling us for collaboration with my team related to work and business understanding. And very effective in business delivery. ### 23. I have worked with Jira for more than 3 years now **Rating:** 5.0/5.0 stars **Reviewed by:** Bisakh Ranjan B. | Technical Product Support Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** July 24, 2025 **What do you like best about Jira Service Management?** The project management becomes easy. We get all the updates, development aligned properly so that we get of overview of how everything is going. Easy to manage and wasy to use. **What do you dislike about Jira Service Management?** Nothing as of now but it can be more optimized and also AI can be included integrated so that it makes it more fast **What problems is Jira Service Management solving and how is that benefiting you?** Managing the bugs and the development work is easily trackable. ### 24. Time saver tool **Rating:** 5.0/5.0 stars **Reviewed by:** ATCHAYA N. | Account Executive, Mid-Market (51-1000 emp.) **Reviewed Date:** August 08, 2025 **What do you like best about Jira Service Management?** I would say this gave me credibility and helped me track my day to day tasks as an Account Executive. **What do you dislike about Jira Service Management?** At fast it takes some time to adapt to the usage but its normal. **What problems is Jira Service Management solving and how is that benefiting you?** It is very useful for me to raise a ticket to the cross functional teams to resolve my issues as soon as possible. ### 25. It's a versatile tool. User friendly interface for easy bug logging and troubleshooting. **Rating:** 3.5/5.0 stars **Reviewed by:** Ifrah A. | Senior Application Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** July 23, 2025 **What do you like best about Jira Service Management?** 1. User friendly. 2. The interface is easy to understand. 3.Easy bug tracking. **What do you dislike about Jira Service Management?** Lagging of the system when the multiple of users logged in. Limitation of reindexing time like usually 4-5 hours. **What problems is Jira Service Management solving and how is that benefiting you?** Bulk uploads made easy. Archiving of issues rather clearing out the whole thing so that we can retrieve back what required. History of changes being tracked. ### 26. Jira is blessing to keep your project on track. **Rating:** 4.0/5.0 stars **Reviewed by:** Vaibhav B. | Quality Support Executive , Mid-Market (51-1000 emp.) **Reviewed Date:** July 30, 2025 **What do you like best about Jira Service Management?** So its making groups and define it. To make things align. Makes to more useful and simple. And I love the way it is transparent to our colleagues that how much we are working **What do you dislike about Jira Service Management?** It can be little bit more animated. And it should show how to overall project working in summary more then numbers. **What problems is Jira Service Management solving and how is that benefiting you?** SO, as I told earlier, that jira helps me to minimize the work.And then help me to see through what's are missing work and what's up, ending, and I can just go through and make it happen. ### 27. Great Application - Lots of features **Rating:** 4.0/5.0 stars **Reviewed by:** Bhavya K. | Sr. Customer success executive, Mid-Market (51-1000 emp.) **Reviewed Date:** July 27, 2025 **What do you like best about Jira Service Management?** The JSM is quite sorted and easy to understand. Initially, the things might seem complicated but with use, you can easily access stuff. The application has good dashboard but I used it most for Project/task management and coordinating tasks with the Product and tech teams. Overall it's a great app to be used **What do you dislike about Jira Service Management?** Nothing as of now. My experience was good **What problems is Jira Service Management solving and how is that benefiting you?** The documentation and coordination of various communications across different teams and giving clarity of the progress. And the data can be used to identify and rectify pain points in implementation of tasks ### 28. Easy CRM and project management **Rating:** 4.5/5.0 stars **Reviewed by:** Taishi M. | Functional Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** July 27, 2025 **What do you like best about Jira Service Management?** I have used Jira for sprint and CRM tickets. We were able to easily manage the next tasks for the projects and had transparency by the virtue of jira. **What do you dislike about Jira Service Management?** There's not much to dislike as there is a lot of improvements in jira. However, i sometime feel that the tool responds slow at times in loading and refreshing dashboards. **What problems is Jira Service Management solving and how is that benefiting you?** Centralizing project reviews for globally spread teams. Easy tracking and maintaining SLAs. Dashboards that showcase where we are and where we need to be. Integration with various other tools to have a native environment. ### 29. Robust ITSM Platform with Great Automation Features **Rating:** 5.0/5.0 stars **Reviewed by:** Abhishek D. | IT System Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** July 29, 2025 **What do you like best about Jira Service Management?** Powerful automation and workflow customization , The integration with Jira Software is also a big plus - it bridges the gap between our support and development teams seamlessly. **What do you dislike about Jira Service Management?** The initial setup complexity - configuring workflows , SLAs , permissions , and automation rules can be overwhelming for new admins or smaller teams without dedicated Atlassian expertise. **What problems is Jira Service Management solving and how is that benefiting you?** It helps us centralize IT support , incident tracking , and internal service requests in one organized system. Now , we have clear visibility into ticket status , SLAs , and team workloads. ### 30. "Solid tool for tracking work and progress **Rating:** 4.0/5.0 stars **Reviewed by:** Rodrigo R. | Business Development Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** June 24, 2025 **What do you like best about Jira Service Management?** The intuitive ticketing system and seamless integration with other Atlassian tools make it easy to manage requests and track progress across teams. It’s flexible, scalable, and helps keep everything organize **What do you dislike about Jira Service Management?** Sometimes the interface can feel a bit cluttered, especially for new users. It takes a little time to get used to where everything is and how to set things up efficiently. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management helps us manage and track incoming support requests in one place. It makes it easier to assign tickets, set priorities, and follow up with users efficiently. Having a clear view of SLAs and workflows has improved our response times and overall organization. ### 31. Jira Service Management for Client Support **Rating:** 4.5/5.0 stars **Reviewed by:** Charlotte M. | Head of Specialist Projects , Insurance, Mid-Market (51-1000 emp.) **Reviewed Date:** August 07, 2025 **What do you like best about Jira Service Management?** Being able to configure Portals with various different work item types and related forms is essential for supporting users/clients and getting the most from their service request **What do you dislike about Jira Service Management?** Limitations on the external clients ability to view filters/dashboards that have been configured to display their datasets **What problems is Jira Service Management solving and how is that benefiting you?** Generation of a range of Helpdesk ticket types, ensuring that end users are able to successfully categorise their request, directing it to the most suitable respondent (i.e. via downstream Jira automations) for speedy responses and quick resolutions to reported issues. ### 32. Efficient tool for seamless IT service management **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Market Research | Enterprise (> 1000 emp.) **Reviewed Date:** July 30, 2025 **What do you like best about Jira Service Management?** Jira Service Management offers a streamlined way to handle incidents, requests, and changes. The integration with Confluence and other Atlassian tools enhances team collaboration and documentation. The customizable workflows and automation rules significantly reduce manual efforts and improve ticket resolution time. **What do you dislike about Jira Service Management?** The user interface can feel overwhelming for new users, especially those unfamiliar with Atlassian products. Configuration can be complex and may require a steep learning curve. Sometimes, permission settings and automation rules can conflict or behave unpredictably. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management helps streamline IT service delivery by centralizing incident, change, and request management in one platform. It improves communication between IT and end users, speeds up resolution times, and ensures SLA compliance. It also allows better tracking and reporting of service issues and team performance ### 33. Flexible platform for various needs. **Rating:** 4.5/5.0 stars **Reviewed by:** Hiren P. | Cloud Platform Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** July 31, 2025 **What do you like best about Jira Service Management?** Easy of setup & use. You can customize it according to your need. **What do you dislike about Jira Service Management?** Some time their backend goes slow & during peak time if their services goes slow then it is troublesome. **What problems is Jira Service Management solving and how is that benefiting you?** Some inbuilt reporting is good but SLA report also have some issue with default configuration. ### 34. Jira allows you to log, track, assign, and resolve issues in a structured way. **Rating:** 4.5/5.0 stars **Reviewed by:** Shivraj M. | Information Technology Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** July 28, 2025 **What do you like best about Jira Service Management?** 1.You can define workflows that reflect your team’s processes 2. Supports ITIL processes like incident, problem, and change management. 3. Integrates with tools like Confluence, Bitbucket, GitHub, Slack, Jenkins, and more. 4. Dashboards, charts, and filters help track progress and identify bottlenecks. Stakeholders can easily monitor ticket status and team performance. **What do you dislike about Jira Service Management?** Searching and loading dashboards can take time in big projects. **What problems is Jira Service Management solving and how is that benefiting you?** SLA , SLI & SLO Management, Jira is useful because it centralizes issue tracking, improves visibility, supports workflow automation, and enhances team collaboration and accountability. ### 35. Does Jira Service Management Live Up to the Hype? A Real-World Review **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Mid-Market (51-1000 emp.) **Reviewed Date:** July 25, 2025 **What do you like best about Jira Service Management?** 1. Seamless Integration with Jira & Atlassian Ecosystem 2.Intuitive Customer Portal & Self-Service 3.Powerful Automation & Workflows 4.Cloud & Data Center Flexibility **What do you dislike about Jira Service Management?** 1. Pricing & Licensing Can Get Expensive 2. Steep Learning Curve for Non-Jira Users 3.Limited Out-of-the-Box ITSM Features 4.Mobile Experience is Underwhelming **What problems is Jira Service Management solving and how is that benefiting you?** IT operations by centralizing incident tracking, automating ticket routing, and enforcing SLAs reducing resolution time by 30%. Its seamless Jira/Confluence integration eliminates silos, enabling devs and IT to collaborate faster. Real-time reporting cuts manual status updates by 50%, freeing teams for high-impact work. ### 36. This is the best in front of the application **Rating:** 5.0/5.0 stars **Reviewed by:** md zishan a. | It admin, Mid-Market (51-1000 emp.) **Reviewed Date:** July 26, 2025 **What do you like best about Jira Service Management?** It is very easy to work in it, as you can handle all your projects, you can see the step by step ticket, which makes the work of your project even easier **What do you dislike about Jira Service Management?** The user interface needs some improvement **What problems is Jira Service Management solving and how is that benefiting you?** Easy to find tasks and resolve updates from the user ### 37. Jira task hero **Rating:** 4.0/5.0 stars **Reviewed by:** dileep k. | Senior Software Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** July 23, 2025 **What do you like best about Jira Service Management?** Jira is nice for tracking work. Easy to see who is doing what, and progress is clear. Helps in managing tasks without confusion **What do you dislike about Jira Service Management?** Sometimes Jira feels slow and too complex. Too many clicks for simple things, and if not set up properly, it gets messy. **What problems is Jira Service Management solving and how is that benefiting you?** Jira helps in tracking tasks, bugs, and project progress. It keeps the team on the same page, so no work is missed. Main benefit for me is clear visibility – I know what to do, deadlines, and who's responsible for what. ### 38. JIRA Cloud Service Management **Rating:** 5.0/5.0 stars **Reviewed by:** Avnish P. | Information Technology Analyst, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** July 27, 2025 **What do you like best about Jira Service Management?** 1) Manage Project 2) User 3) Groups 4) Templete based issue creation/Project creation 5) Good Customer Support **What do you dislike about Jira Service Management?** To create a Workflow is real hard task if you don't have good implemention **What problems is Jira Service Management solving and how is that benefiting you?** Managing Project and Tracking. Scurm Based project is solving daily standup call issue. ### 39. I use Jira for tech task management to push a task from a creating stage to Live. This is awesome **Rating:** 5.0/5.0 stars **Reviewed by:** Arun Prasath M. | Customer Relations Associate, Small-Business (50 or fewer emp.) **Reviewed Date:** July 26, 2025 **What do you like best about Jira Service Management?** Best thing is it let me go creative with the team **What do you dislike about Jira Service Management?** There are no such downside according to me **What problems is Jira Service Management solving and how is that benefiting you?** It helps me stay connected and live movement helps me with the time taken for the task and also easy access makes it more better. ### 40. Best ticketing solution out there **Rating:** 5.0/5.0 stars **Reviewed by:** Yuvraj T. | Customer Experience Manager, Enterprise (> 1000 emp.) **Reviewed Date:** July 30, 2025 **What do you like best about Jira Service Management?** The way everything is organized and how easy it is to set it up. **What do you dislike about Jira Service Management?** The user interface is a bit clumsy and messy. **What problems is Jira Service Management solving and how is that benefiting you?** It is used as a liaison between customer support agents and other teams to escalate and resolve issues. ### 41. Jira for Incident & Change Management **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** July 26, 2025 **What do you like best about Jira Service Management?** I most like is the feature self service portal which is very user friendly and customisable as per the needs. Also the in built integration features like channels are very helpful. The Reports section with all KPIs needed to monitor and track requests is very helpful . **What do you dislike about Jira Service Management?** Jira Service Management works very well when it comes to using different tools from the same ecosystem. But in my organisation we are using different tools for different services and integrations and compatibility is a problem with Jira while trying to integrate Jira with third party tools. **What problems is Jira Service Management solving and how is that benefiting you?** Incident tracking and automation of report generation and it’s also solving overhead of going through approvals through emails in case of change management ### 42. It good as compared to other ticketing tools, easy to create and update the tickets **Rating:** 5.0/5.0 stars **Reviewed by:** Sandeep S. | NOC, Mid-Market (51-1000 emp.) **Reviewed Date:** July 30, 2025 **What do you like best about Jira Service Management?** Its user friendly easy to learn as compare To sapphire and service now no need to create query. **What do you dislike about Jira Service Management?** Setting up workflows and configurations can be time-consuming, especially for those without technical experience. **What problems is Jira Service Management solving and how is that benefiting you?** Very easy to create tickets and update ### 43. Good Software for Ops Management **Rating:** 4.0/5.0 stars **Reviewed by:** Jay A. | N, Mid-Market (51-1000 emp.) **Reviewed Date:** September 16, 2025 **What do you like best about Jira Service Management?** Jira has built a great software which helps internal and external stakeholders to connect, review and improvise customer relations **What do you dislike about Jira Service Management?** UI is a bit complicated and seems a bulky SaaS **What problems is Jira Service Management solving and how is that benefiting you?** It has all the necessary fields, customisation and is all pervasive for any field of business Suites and supports business operations goal flawlessly ### 44. Curious **Rating:** 5.0/5.0 stars **Reviewed by:** Chathiri T. | Infrastructure Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** July 26, 2025 **What do you like best about Jira Service Management?** I like the most is where we can get the softwares application too, it helps in reducing time and the AI feature is very good **What do you dislike about Jira Service Management?** I don't think I would dislike the jira service **What problems is Jira Service Management solving and how is that benefiting you?** Faster response times Enhanced Customer Satisfaction ### 45. Effortless Ticket Creation and Assignment **Rating:** 5.0/5.0 stars **Reviewed by:** Mohd Saif S. | Remote Monitoring Analyst , Mid-Market (51-1000 emp.) **Reviewed Date:** November 07, 2025 **What do you like best about Jira Service Management?** Ease of ticket creation and assignments. **What do you dislike about Jira Service Management?** Cost is slightly more as there should be a cheaper version as well with limited functionality **What problems is Jira Service Management solving and how is that benefiting you?** Managing and tracking issues ### 46. Jira Service Management Review **Rating:** 5.0/5.0 stars **Reviewed by:** Harish A. | Penetration Tester, Small-Business (50 or fewer emp.) **Reviewed Date:** August 14, 2025 **What do you like best about Jira Service Management?** It was very smooth integration with Jira Software and strong automation features, and clear SLA tracking make service management efficient and transparent **What do you dislike about Jira Service Management?** It setup and customization can be complex, and also reporting could be more user-friendly **What problems is Jira Service Management solving and how is that benefiting you?** It centralise requests, incidents, and gives in one platform, cutting edge response time and improving team collaboration. Automated workflows and SLA tracking keep us proactive instead of reactive , very helpfull ### 47. Makes managing requests simple and organized. **Rating:** 5.0/5.0 stars **Reviewed by:** Abdul R. | Concierge, Mid-Market (51-1000 emp.) **Reviewed Date:** August 12, 2025 **What do you like best about Jira Service Management?** It is easy to log, track, and respond to requests without missing anything. I like how organized everything is and how automation takes care of repetitive work. **What do you dislike about Jira Service Management?** Initially it bit tricky to configure and some customizations need an admin to handle Once it’s configured it's smooth to use. **What problems is Jira Service Management solving and how is that benefiting you?** It helps us manage and track service requests in one place, making it easier to prioritize and respond quickly. ### 48. Quick way to stay on top of your IT tasks **Rating:** 5.0/5.0 stars **Reviewed by:** Brooke B. | Field Staffing Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 10, 2025 **What do you like best about Jira Service Management?** I like how it can be integrated with other platforms such as slack and I can see my requests as well as any notes right there. **What do you dislike about Jira Service Management?** All of the updates that get made every time someone does anything. It sends an update with that part crossed out. It can get overwhelming. **What problems is Jira Service Management solving and how is that benefiting you?** We work remotely and are all in different states (sometimes countries), and so when we make a Jira ticket, it alerts our on call engineers wherever they are to come on and help. We know someone will always respond if we mark it as on all urgent. ### 49. Jira Service Management Review **Rating:** 4.5/5.0 stars **Reviewed by:** Afroj A. | AWS Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** July 27, 2025 **What do you like best about Jira Service Management?** It integrates well with other Atlassian tools, offers powerful automation, and makes it easy to manage requests and SLAs efficiently. **What do you dislike about Jira Service Management?** It can be complex to set up and configure, especially for new users, and some features require a steep learning curve. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management helps us centralize and track IT support requests, ensuring faster resolution and better accountability. With automation and SLA tracking, it reduces manual work, improves response times, and enhances team productivity. ### 50. Jira as Management tool **Rating:** 4.5/5.0 stars **Reviewed by:** Vivek R. | Implementation Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** August 01, 2025 **What do you like best about Jira Service Management?** Really like the collective features which give a seamless experience. **What do you dislike about Jira Service Management?** a new user would find it little complex beforehand **What problems is Jira Service Management solving and how is that benefiting you?** Really liked the automated workflows, SLA rules, approvals, and queues, really streamlines the request management. ## 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=3§ion=pricing&secure%5Bexpires_at%5D=2026-07-16+06%3A20%3A03+-0500&secure%5Bsession_id%5D=a0da4bdf-11d0-47b9-a967-6fa167b7a5d8&secure%5Btoken%5D=5ce7322b9196b1e5ea01608d89c349304d5201acd0118eedc0b4339c3fe70636&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 (1,788 reviews)