--- title: Jira Service Management Reviews meta\_title: 'Jira Service Management Reviews 2026: Details, Pricing, & Features | G2' meta\_description: Filter 991 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: 991 scale: '5' date\_modified: '2026-08-07' parent\_category: name: IT Management url: https://www.g2.com/categories/it-management --- # Jira Service Management Reviews & Product Details Visit Website 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. * * * Product Website Jira Service Management Seller [Atlassian](https://www.g2.com/sellers/atlassian) Discussions [Jira Service Management Community](https://www.g2.com/products/jira-service-management/discuss) Languages Supported Czech, Danish, German, English, Finnish, French, Hungarian, Italian, Japanese, Korean, Dutch, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Turkish, Chinese (Simplified), Chinese (Traditional) Solution Type All-in-One Overview by Molly Bronstein Show More ## Pricing Pricing provided by Jira Service Management. ### Free 0 /agent/month [ View More Pricing Information ](https://www.g2.com/products/jira-service-management/pricing) ## Jira Service Management Integrations (23) What do users say about integrations? 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DS Devansh S. Senior Consultant Enterprise (\> 1000 emp.) 7/23/2025 "Robust ITSM Platform with Deep Customization and Atlassian Synergy" 5/5 What do you like best about Jira Service Management? I value Jira Service Management’s seamless integration with the broader Atlassian ecosystem. It’s highly configurable, which allows us to tailor workflows, SLAs, and automation rules to fit even the most complex organizational needs. The native support for ITIL practices, along with features like asset and configuration management via Assets (formerly Insight), make it a complete solution for both IT and enterprise service management. Its intuitive queue system, customizable request types, and strong reporting capabilities enable teams to deliver responsive and measurable support. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? While powerful, JSM’s flexibility can come at the cost of a steep learning curve for new admins or non-technical stakeholders. Some out-of-the-box experiences, like dashboard visualization or knowledge base linking, could be more user-friendly without requiring additional apps or Confluence licensing. Also, performance can occasionally lag for larger instances or complex workflows, especially without proper governance. Pricing tiers and app dependencies can also become a consideration as the environment scales. Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? Jira Service Management helps solve the challenge of siloed communication and fragmented service processes across IT and business teams. By centralizing request intake, automating repetitive tasks, and enforcing consistent workflows, it improves visibility, accountability, and response times. For us at Sprinkle, this means faster resolution of incidents, more reliable change management, and better alignment between service teams and business stakeholders. The integration with tools like Jira Software and Confluence ensures seamless collaboration between development and operations (DevOps), while the asset management capabilities help maintain a clear picture of infrastructure dependencies. Ultimately, it allows us and our clients to scale service operations efficiently while maintaining control and compliance. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Sukanya N.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sukanya N.") SN Sukanya N. PowerBI developer Enterprise (\> 1000 emp.) 1/8/2026 "Service-Oriented Platform That Streamlines Ticket Management" 5/5 What do you like best about Jira Service Management? Service oriented platform Receive service requests via help centers, email, or embeddable widgets Track progress and prioritize work in queues Route tickets automatically Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? Complex setup Limited ITIL features Cost increase with scale Performance issue with large instances Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? Centralizes service delivery for IT and business teams Improves visibility into workloads and timelines Automates repetitive tasks Helps meet Service Level Agreements (SLAs) Review collected by and hosted on G2.com. Show More Our network of Icons are G2 members who are recognized for their outstanding contributions and commitment to helping others through their expertise.G2 IconValidated ReviewerIncentivizedSource: G2 invite ![Sushaen V.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sushaen V.") SV Sushaen V. Learning Specialist Mid-Market (51-1000 emp.) 7/30/2025 "Jira Service Management helps teams handle IT issues and service requests all in one place." 4/5 What do you like best about Jira Service Management? It has a lot of helpful features for handling requests, tracking incidents, and automating tasks, which saves time. You get clear dashboards and reports, so it’s easy to see what’s working and spot problems. You can tweak it to fit your team’s needs and connect with tools you’re already using. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? Learning all the features can be tough at first—there’s a lot to take in, and it might feel overwhelming. The interface can look busy, which makes it harder for new users to get started. Pricing can add up, especially if you go for advanced options. Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? Honestly, Jira Service Management has made things a lot easier for me. It keeps all our IT issues and service requests in one spot, so nothing slips through the cracks. Communication's way smoother now and it just saves us time sorting things out. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Swetha P.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Swetha P.") SP Swetha P. Business Development Manager Mid-Market (51-1000 emp.) 8/13/2025 "Jira Service Management: The Modern Service Desk" 5/5 What do you like best about Jira Service Management? Jira is an excellent and widely used tool for managing projects and tickets because it provides a comprehensive and highly customizable platform that can be adapted to fit almost any team or organizational workflow. It goes far beyond a simple to-do list, acting as a central hub for planning, tracking, and collaborating on all work. We have easily implemented the with our external client. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? There is nothing to dislike about this tool. Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? We had difficulties while tracking the tickets and Jira comes in to play to help us track the tickets in timely Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Verified User in Consumer Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Consumer Services") UC Verified User in Consumer Services Mid-Market (51-1000 emp.) 7/1/2025 "JIRA Service Management is a great software platform" 5/5 What do you like best about Jira Service Management? In my view, the standout characteristic of Jira Service Management is its extensive customization capabilities within Atlassian’s suite of tools. The ability to design tailored workflows and seamlessly integrate with Jira Software, Confluence, or Bitbucket enhances team collaboration. Additionally, the automation features reduce repetitive tasks, while the self-service portal grants users convenient access to the knowledge base. The platform's robust reporting and analytics capabilities are also noteworthy, as they play a crucial role in tracking and improving service performance. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? While Jira is known for its flexibility, some users feel that certain aspects of Jira Service Management are limited in customization options, particularly in workflows and forms. Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? Jira Service Management simplifies the optimization of IT service requests and incidents through its customizable workflows, integration with other Atlassian tools, and automated features. The user-friendly interface and self-service portal enhance the end-user experience, while reporting tools provide measurable insights. However, it can be costly for smaller teams and may present a learning curve for new users. Overall, it is a powerful and flexible tool for enterprises aiming to improve their IT service management operations. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Ankush P.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Ankush P.") AP Ankush P. product it Small-Business (50 or fewer emp.) 7/4/2025 "jira software usage in fretron pvt ltd" 2.5/5 What do you like best about Jira Service Management? the most we like about Jira Service Management is its ease of use, allowing us to assign tasks to all members efficiently. It also offers ease of implementation, enabling us to quickly deploy task-tracking towers for all pending activities and monitor how far behind we are. Its ease of integration lets us connect with other tools seamlessly. Moreover, the customer support is responsive, and we frequently use the platform due to its wide number of features and frequency of use that make project management highly effective. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? the board is too long and it should be simple like asana Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? Jira Service Management helps us streamline task management, improve team collaboration, and resolve issues faster. It provides clear visibility into assigned tasks, automates workflows, and integrates easily with our existing tools. With real-time tracking and strong customer support, it enables better decision-making and keeps stakeholders informed—ultimately boosting our efficiency and accountability. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![mahesh m.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "mahesh m.") MM mahesh m. ServiceNow Developer Mid-Market (51-1000 emp.) 7/25/2025 "Great Work, it's very helpful to other colleagues" 4/5 What do you like best about Jira Service Management? Incidents raised in JSM can be easily linked to Jira Software issues for faster bug fixes or feature requests.Dev and IT teams work together in the same ecosystem. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? Too much customization can lead to a messy or inconsistent setup. Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? Jira Service Management has helped me streamline service request intake and ensure better collaboration between support and dev teams. I benefit directly from its automation and SLA tracking, which reduce manual effort and keep my team focused on high-impact issues. The built-in ITIL processes have also brought structure and visibility to our incident and change workflows, ultimately improving our service quality. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite MK Manik K. Technical consultant Enterprise (\> 1000 emp.) 8/5/2025 "Platform for IT service desk" 5/5 What do you like best about Jira Service Management? It is an excellent platform for raising support ticket for IT service team. Corresponding to your ticket we can also create test cases and automate it . This provide seamless help to me until issue gets resolved. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? In my knowledge I dont have much challenges . Too far its fulfilling my purpose. I feel it will be more challenging to those who do intial setup. Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? First of all easy support at one place. I can manage and look the status of my ticket and can reach out accordingly to concern person for help. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Rohit Singh M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Rohit Singh M.") RM Rohit Singh M. Cloud Engineer Mid-Market (51-1000 emp.) 7/30/2025 "Makes it easier to plan, manage and track complex projects" 4/5 What do you like best about Jira Service Management? Jira Service Management helped our small team stay organized during a complex cloud migration project. We were setting up a secure landing zone on GCP and migrating from Oracle Cloud. With just three of us an architect, PM, and me kept our tasks and priorities clear, and the integrations made collaboration smooth. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? What i dislike about Jira is it can get a little too much sometimes like, if there are too many fields or the workflows are super complicated, it just slows things down. Also, the interface isn’t the easiest to pick up right away. Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? Mostly use it for managing tickets incidents, requests, stuff like that. It helps keep track of who’s doing what so things don’t get lost or forgotten. Super useful when we’re juggling a bunch of tasks during cloud projects. Review collected by and hosted on G2.com. Show More 7/31/2025 Validated ReviewerIncentivizedSource: G2 invite HR Harshil R. Senior Security Ananlyst Enterprise (\> 1000 emp.) 10/29/2025 "Seamless Collaboration and Customization with Jira Service Management" 4.5/5 What do you like best about Jira Service Management? The best thing about Jira Service Management is its tight integration with Jira Software and Confluence, which makes collaboration between service, IT, and development teams seamless — plus it’s highly customizable, with built‑in ITSM features, automation, and an easy‑to‑use request portal. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? Jira Service Management can be complex to set up, sometimes slow on large instances, has limited built‑in reporting, and can become costly as you scale. Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? Jira Service Management centralizes requests, improves incident response, tracks SLAs, and enhances collaboration—resulting in faster resolutions, better visibility, and higher user satisfaction. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic ## Questions about Jira Service Management? Ask real users or explore answers from the community Get practical answers, real workflows, and honest pros and cons from the G2 community or share your insights. [ Ask about Jira Service Management ](https://www.g2.com/products/jira-service-management/discussions/new) GU Guest User • Last activity 7 months ago What is Jira Service Management used for? 1 Upvote 2 [ Join the conversation ](https://www.g2.com/discussions/what-is-jira-service-management-used-for) HS Hyperlight Systems • Last activity over 6 years ago Timer? 2 Upvotes 1 [ Join the conversation ](https://www.g2.com/discussions/timer) [ View all Discussions ](https://www.g2.com/products/jira-service-management/discuss) ## Pricing Options Pricing provided by Jira Service Management. ### Free 0 /agent/month ### Standard 20 /agent/month ### Premium 40 /agent/month [ View More Pricing Information ](https://www.g2.com/products/jira-service-management/pricing) Jira Service Management Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_2d6a381d321e8fc6b72a7f95e8cde31a/freshservice.png "Product Avatar Image") Freshservice 4.6/5(1,349) [ Compare Now ](https://www.g2.com/compare/freshservice-vs-jira-service-management) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_37c6d8c3327b87e6ede50091d70592c3/manageengine-servicedesk-plus.jpg "Product Avatar Image") ManageEngine 4.2/5(250) [ Compare Now ](https://www.g2.com/compare/jira-service-management-vs-manageengine-servicedesk-plus) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_5cdc7578c5863d7282f633ee8d335149/bmc-software-bmc-helix-itsm.png "Product Avatar Image") BMC Helix ITSM 3.7/5(297) [ Compare Now ](https://www.g2.com/compare/bmc-software-bmc-helix-itsm-vs-jira-service-management) ##### ##### Jira Service Management Features Incident Management Automate Ticket Routing Ticket Prioritization Ticket Notifications Reporting Dashboards Time Tracking Surveys Access & Usability Mobile Self Service Active Directory Service Desk Help Desk Incident Reports Process Workflow [ View More Features ](https://www.g2.com/products/jira-service-management/features) ## Top-Rated Alternatives [ ![Freshservice](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Freshservice") Freshservice 4.6/5(1,349) ](https://www.g2.com/products/freshservice/reviews) [ ![ManageEngine ServiceDesk Plus](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "ManageEngine ServiceDesk Plus") ManageEngine ServiceDesk Plus 4.2/5(250) ](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) [ ![ServiceNow IT Service Management](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "ServiceNow IT Service Management") ServiceNow IT Service Management 4.5/5(1,948) ](https://www.g2.com/products/servicenow-it-service-management/reviews) [ View All Alternatives ](https://www.g2.com/products/jira-service-management/competitors/alternatives) ##### Categories on G2 [Help Desk](https://www.g2.com/categories/help-desk)[IT Service Management (ITSM) Tools](https://www.g2.com/categories/it-service-management-itsm-tools)[Incident Management](https://www.g2.com/categories/incident-management) [Help Desk](https://www.g2.com/categories/help-desk)[IT Service Management (ITSM) Tools](https://www.g2.com/categories/it-service-management-itsm-tools)[Incident Management](https://www.g2.com/categories/incident-management)[IT Alerting](https://www.g2.com/categories/it-alerting)[Service Desk](https://www.g2.com/categories/service-desk) [Show MoreShow Less](javascript:void(0);) ##### Explore More [What is the top-rated video advertising platform for large brands?](https://www.g2.com/discussions/what-is-the-top-rated-video-advertising-platform-for-large-brands)[Is a dedicated yard management system worth the investment for a mid-size warehouse?](https://www.g2.com/discussions/is-a-dedicated-yard-management-system-worth-the-investment-for-a-mid-size-warehouse)[What platform provides the best analytics for billing performance?](https://www.g2.com/discussions/what-platform-provides-the-best-analytics-for-billing-performance) [Best software for revenue management in software companies](https://www.g2.com/discussions/best-software-for-revenue-management-in-software-companies)[What platform integrates PDF editing with cloud storage systems?](https://www.g2.com/discussions/what-platform-integrates-pdf-editing-with-cloud-storage-systems)[Pros and Cons Details](https://www.g2.com/products/jira-service-management/reviews?qs=pros-and-cons) [Show MoreShow Less](javascript:void(0);)