![Priyanka A.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Priyanka A.")
PA

Priyanka A.

Senior Solutions Delivery Engineer

Enterprise (\> 1000 emp.)

9/22/2023

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Business partner of the seller or seller's competitor, not included in G2 scores.

"JSM- great ITSM and ticketing tool"

4.5/5

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 Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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Current UserValidated ReviewerIncentivizedSource: G2 invite

See what 964 reviewers think of Jira Service Management

4.3 out of 5 · Verified reviews from real users

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