Jira Service Management Reviews & Product Details

What I like most is having one central place where our team can track integration bugs and support requests without losing context. When an API sync fails, we don’t have to dig through chat messages or long email threads; the issue gets logged in a queue where everyone can see the priority, who’s working on it, and what still needs to be done. It’s also really easy to link related tasks. For example, we can connect a blocking infrastructure issue directly to a bug ticket so it’s clear why work is paused. I also appreciate being able to add internal notes on a ticket, since it lets us discuss technical details privately before we share an update with anyone else. Review collected by and hosted on G2.com.

The settings and menus can be confusing. It often takes too many clicks to find where to customize fields or adjust permissions, and it isn’t always clear whether a setting is located within a specific project or under the global admin settings. Searching for older tickets can also feel slow and clunky unless you already know how to write custom JQL search queries. Review collected by and hosted on G2.com.

We use Jira Service Management as our internal service desk, and 18 people in our team work with it every day. The request portal is simple for employees: they pick a request type, fill in a short form and can see the status without chasing anyone by email or phone. On our side, queues and SLA timers keep everything visible. We always know what is open, who owns it and what is close to breaching. Automation rules handle routine work like assigning tickets, sending reminders and closing resolved requests, which saves us real time each week. The knowledge base lets people solve simple issues themselves, and the integration with Jira Software and Confluence keeps our IT work and documentation in one place. Review collected by and hosted on G2.com.

For our internal service desk we have no serious complaints. The only minor point is that some advanced configuration, such as complex automation and custom workflows, takes time to learn at the start. Once it is set up, it runs reliably. Review collected by and hosted on G2.com.

I’ve mostly used Jira Service Management from the requester side to raise IT-related tickets and track them through to resolution. Overall, the process is straightforward: I can submit an issue, attach screenshots when needed, and monitor the status without having to chase updates through email.

What I appreciate most is the visibility. I can always see whether a ticket is waiting for approval, assigned to someone, in progress, or completed. When I need software access, hardware, or general help from the IT team, everything goes through one place, which helps ensure nothing gets missed or lost.

The notifications are helpful as well, since I know when someone has updated the ticket or when they need more information from me. It makes communication smoother and a lot easier to manage. Review collected by and hosted on G2.com.

I don’t really have any major complaints. The main thing I’ve noticed is that the overall experience depends a lot on how the organization has configured the service portal. Some request forms ask for a lot of information, even for simple issues, so submitting a ticket can sometimes take longer than I’d expect.

Other than that, the platform itself has been reliable and straightforward to use. Review collected by and hosted on G2.com.

It's best solutions to manage IT ticketing and services, it offers excellent and enterprise level of features to manage ticket and service. Where you can see all the tickets, reports and assigned to engineer to work with them. It offers various of features, and helps to integrate with several features and solutions. Review collected by and hosted on G2.com.

It's expensive tool, although with several features and very mature product. Review collected by and hosted on G2.com.

The UI/UX is easy to navigate between different queries Review collected by and hosted on G2.com.

For some people the interface might be a little tricky Review collected by and hosted on G2.com.

The automation and workflow options are really useful. I also like how easy it is to customize ticket fields, create different workflows, and get updates on ticket progress. It makes day-to-day IT support work more organized and easier to manage. Review collected by and hosted on G2.com.

The reporting and dashboard options could be more flexible. Some advanced features also take time to understand and configure. Better customization and simpler setup would make the overall experience even better. Review collected by and hosted on G2.com.

The most helpful thing is having centralized request management across multiple teams in the organization. It creates one place to submit, prioritize, assign, and track requests instead of relying on Slack, email, and individual conversations. Review collected by and hosted on G2.com.

Sometimes it creates unnecessary overhead because every single request becomes a ticket and in our queue, sometimes that just isn’t necessary Review collected by and hosted on G2.com.

What I like best about Jira Service Management is how it brings requests, workflows, and tracking together in one place. It makes it easier to manage work from submission to resolution without losing visibility.

I also like its automation and SLA features because they help teams respond faster and stay organized. The collaboration and reporting capabilities are useful too, especially when multiple teams need to stay aligned on support or service issues. Review collected by and hosted on G2.com.

One thing I dislike about Jira Service Management is that it can feel complex to configure and maintain. If the setup is not tailored well, the workflows, permissions, and ticket structure can become harder to manage than they should be.

I also find that some parts of the interface and ticket formatting can feel less smooth than expected, especially when teams want a very simple support experience. In larger setups, it can take quite a bit of effort to keep everything organized and aligned with the process. Review collected by and hosted on G2.com.

It helps us keep track of our service tickets and maintain a clear history of updates. We can also use scripts to retrieve the data and create reports from it. Review collected by and hosted on G2.com.

The search functionality isn’t the best. When I run a broad keyword search, it doesn’t always return what I’m looking for. Review collected by and hosted on G2.com.

Jira is one of the best project management tools available today. It is very useful for all kinds of teams, whether they are in IT, support, or other departments. With Jira Service Management, we can easily track open tickets and monitor the progress of each task. The team can plan, assign, and manage their work in an organised way. It helps in improving productivity and coordination among team members. Everything is transparent, so nothing gets missed. Overall, it makes project handling much easier and more efficient for everyone involved. Review collected by and hosted on G2.com.

One thing I don’t like about Jira Service Management is that sometimes it is hard to find which ticket is assigned to me. The tool does not clearly show it, so I have to search a lot or ask others for help. This can waste time and cause confusion. Also, sometimes Jira does not guide me properly or give me a clear direction on what to do next. It feels like I am stuck or unsure about the next steps. If these issues are improved, Jira will become even more user-friendly and efficient for daily work. Review collected by and hosted on G2.com.