--- 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: '2026-07-27' 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 appreciate the **ease of use** in Jira Service Management, facilitating smooth collaboration across departments and impactful customization. (46 reviews) - Users value the **seamless integration** of Jira Service Management with Atlassian tools, enhancing collaboration across teams. (32 reviews) - Users appreciate the **built-in automation** in Jira Service Management, streamlining tasks like ticket assignment and notifications. (31 reviews) - Users value the **user-friendly ticket management** system that simplifies incident tracking and ensures smooth operations. (31 reviews) - Users appreciate the **tracking ease** of Jira Service Management, highlighting its robust SLA tracking and efficient issue 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 highlight the **steep learning curve** of Jira Service Management, making it challenging for new or non-technical teams. (33 reviews) - Users find the **steep learning curve** of Jira Service Management daunting, making initial setup and configuration challenging. (28 reviews) - Users find the **steep learning curve** of Jira Service Management challenging, hindering adoption for new or non-technical teams. (27 reviews) - Users find the **complex setup** process of Jira Service Management challenging, particularly for new users and non-technical teams. (22 reviews) - Users find the **complex UI** challenging, especially for custom metrics and quick checks, affecting their workflow. (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. Honest review **Rating:** 4.0/5.0 stars **Reviewed by:** Vinay S. | Customer Service executive, Mid-Market (51-1000 emp.) **Reviewed Date:** July 04, 2025 **What do you like best about Jira Service Management?** Jeera service management is excellent at workflow customization. With built-in automation, Jira Service Management reduces manual work, like auto-assigning tickets or sending notifications. Easy to use as it has a very friendly user interface. Jira Service Management daily to track IT support tickets, manage change requests, and automate workflows. It's reliable for managing a high volume of incoming requests and keeps our operations organized. Setting up Jira Service Management can be complex initially, especially if you're not familiar with Atlassian products or ITIL concepts. One of JSM’s biggest strengths is its seamless integration with other Atlassian tools like Jira Software, Confluence, and Bitbucket. It also integrates well with third-party apps via Atlassian Marketplace or APIs. Their customer support is generally responsive, especially on paid tiers. For urgent enterprise-level issues, support is faster and more hands-on. Note: Some users on standard plans may find support less personalized compared to premium competitors. **What do you dislike about Jira Service Management?** Jira Service Management is built for teams of all sizes, but it may be overkill for small businesses or teams that only need a simple service desk. While Jira Service Management offers a free plan, the paid tiers can get expensive as you scale. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management (JSM) addresses several key challenges related to ticket creation and management in an IT help desk environment, and it’s made a noticeable difference in both efficiency and user experience. ### 2. User-Friendly, Feature-Rich, and Excellent Support. **Rating:** 4.0/5.0 stars **Reviewed by:** Elman M. | Team Lead, Outsourcing/Offshoring, Mid-Market (51-1000 emp.) **Reviewed Date:** October 21, 2025 **What do you like best about Jira Service Management?** It is very user friendly and easy to implement, easy to track all of the requests, all the features available are useful, especially the ones to assign cases to make them visible to everyone, their customer support is really good, integration is easy with other softwares. **What do you dislike about Jira Service Management?** One major area of opportunity is its lack of customization, also for new users it can be confusing, but with the proper guidance this becomes a minor grip. **What problems is Jira Service Management solving and how is that benefiting you?** Blockers in our workflows, general IT requests, access requests and access update, reporting and keeping track of incidents that might occur. ### 3. Strong Jira/Atlassian Integration, but Pricing and Licensing Flexibility Need Work **Rating:** 3.0/5.0 stars **Reviewed by:** אייל . | VP R&D, Telecommunications, Mid-Market (51-1000 emp.) **Reviewed Date:** May 04, 2026 **What do you like best about Jira Service Management?** The integration with Jira and the Atlassian ecosystem. **What do you dislike about Jira Service Management?** Pricing feels a bit high, and I can’t separate the licenses for Jira and JSM, which makes it harder to manage them the way I’d like. **What problems is Jira Service Management solving and how is that benefiting you?** Support management. ### 4. Effortless Project Management with Seamless Integration **Rating:** 4.5/5.0 stars **Reviewed by:** Malay S. | Verification specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** December 04, 2025 **What do you like best about Jira Service Management?** What I appreciate most is how it simplifies all aspects of project management and ticketing. The platform is also easy to use, integrates seamlessly, and offers a high level of customisation. **What do you dislike about Jira Service Management?** The UI feels too crowded, as if there is too much information displayed on a single screen. **What problems is Jira Service Management solving and how is that benefiting you?** In my current job, I often need input from various teams, and ticket management systems really help streamline and control the entire workflow. ### 5. I like the overall experience **Rating:** 4.0/5.0 stars **Reviewed by:** vaibhav p. | Project Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** July 28, 2025 **What do you like best about Jira Service Management?** What I like best about Jira Service Management is how it bridges the gap between IT operations and business teams. It enables better visibility, accountability, and collaboration—making service requests and incident responses more structured without slowing down the pace of work. **What do you dislike about Jira Service Management?** One thing I dislike about Jira Service Management is that its interface can feel overwhelming for new users. With so many configurations and options, it sometimes adds complexity to simple tasks, requiring extra time to set up workflows or permissions properly. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management helps streamline request handling, incident management, and change control—all in one platform. It benefits me by centralizing communication, improving response times, and aligning IT and business teams. The transparency and automation reduce manual follow-ups and ensure tasks don’t fall through the cracks, ultimately enhancing overall productivity and accountability. ### 6. Effortless Collaboration Across Departments **Rating:** 4.5/5.0 stars **Reviewed by:** Amir K. | Corporate Events Manager, Enterprise (> 1000 emp.) **Reviewed Date:** January 07, 2026 **What do you like best about Jira Service Management?** The platform is straightforward to use, making it simple to collaborate with different departments throughout the organization. **What do you dislike about Jira Service Management?** So far, I haven't found anything to complain about. It gets the job done. **What problems is Jira Service Management solving and how is that benefiting you?** This tool enables us to work together with various teams across multiple projects, helping us stay on schedule. ### 7. SIEM Integration & SOC Incident Ticketing **Rating:** 4.5/5.0 stars **Reviewed by:** Sarath K. | Security Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** August 10, 2025 **What do you like best about Jira Service Management?** I like Jira for integration and automation in the SOC incident ticketing process. We use Jira Service Management in the SOC incident ticket creating process, where we use automation for creating the tickets. The integration works in such a way that when the suspicious SOC alerts are escalated to the customer through email, the Jira request would be created automatically, which is notified and accessible to the customer and SOC team members. **What do you dislike about Jira Service Management?** Jira is not specific for security platforms, so we have to build from scratch and there is no built-in support for CVE Correlation, TI feeds, etc. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service management's capabilities, such as integration with tools like splunk, automation and flexibility for SOC incident handling and SLA tracking and escalations, benefit my team a lot. ### 8. Ticket management and issue tracking smoother **Rating:** 4.5/5.0 stars **Reviewed by:** Arjun S. | Engineer I, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** July 30, 2025 **What do you like best about Jira Service Management?** The tool makes it easy to raise and track tickets with proper categorization. The interface is user-friendly, and the SLA tracking with alerts ensures we don’t miss high-priority issues. Also, its automation and workflow flexibility help reduce manual tasks. **What do you dislike about Jira Service Management?** Setting up custom workflows or automation rules can be confusing at first. Also, for large teams or multiple projects, it can sometimes feel a bit slow and needs proper configuration for optimal use. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management helps us manage incidents, service requests, and changes efficiently in one centralized platform. It solves the problem of scattered communication and manual tracking by offering clear ticket ownership, SLAs, and automated workflows. This improves our response time, ensures accountability, and helps us meet service delivery targets. It also keeps stakeholders informed through real-time updates and reports. ### 9. Valuable Tool, Needs Improvement for Non-Technical Users **Rating:** 5.0/5.0 stars **Reviewed by:** Seerin Farhana S. | Student, Small-Business (50 or fewer emp.) **Reviewed Date:** September 05, 2025 **What do you like best about Jira Service Management?** I find Jira Service Management to be very helpful, especially over the last two years for my work, projects, and internship tasks. It stands out as the most valuable service management tool compared to others. I appreciate its ease of use, particularly the API creation platform, which is quite useful for me. I also believe it will be beneficial in the future, which is why I would consider purchasing it again. **What do you dislike about Jira Service Management?** I find that Jira Service Management has some limitations in terms of its features, especially in comparison to other service management platforms. There are limited features and plugins available, which restricts my ability to customize and improve my workflow. Additionally, while some professionals can navigate the platform comfortably, non-technical users might find it challenging due to its technical complexity. The platform could be improved to cater more to non-technical users. Also, enhancing customer and employee interaction features would significantly improve the platform. **What problems is Jira Service Management solving and how is that benefiting you?** I find Jira Service Management beneficial for my projects and internships, providing support for lectures, hackathons, and its useful API creation platform. ### 10. Powerful No-Code Automation and Flexible ITSM Workflows **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** April 16, 2026 **What do you like best about Jira Service Management?** A no-code automation engine with a flexible ITSM workflow, strong automation capabilities, and a clean customer portal that keeps dev, IT, and business teams aligned in one tool. **What do you dislike about Jira Service Management?** There are too many fields for what should be a simple request, and the options for sharing data are poor and not very convenient. **What problems is Jira Service Management solving and how is that benefiting you?** It centralizes access requests, data issues, and dependencies, and it adds prioritization and SLAs. It helps ensure work is tracked, visible, and resolved. ### 11. Effortless Project Tracking with Jira **Rating:** 4.5/5.0 stars **Reviewed by:** Shailesh S. | Sr Support Engineering, Mid-Market (51-1000 emp.) **Reviewed Date:** July 23, 2025 **What do you like best about Jira Service Management?** What I like best about Jira Service Management is its ability to streamline service requests, incidents, and changes through a centralized, customizable platform with powerful automation and integration features, making it easy for teams to collaborate, respond quickly, and maintain high service standards Overall, the platform is highly configurable. **What do you dislike about Jira Service Management?** Configuring workflows, request types, and permissions can feel overwhelming, especially for those new to Atlassian products or ITSM platforms. Product enhancement requests are very slow to implement. Any suggestions need to be voted on their page, and the response is extremely slow **What problems is Jira Service Management solving and how is that benefiting you?** Jira is the tool that I majorly use to track existing requests and route requests to multiple internal teams. The workflows created a very robust and we have not experienced and bugs or failures over the years ### 12. Seamless Integration and Powerful Automation for Cross-Functional Teams **Rating:** 4.5/5.0 stars **Reviewed by:** Karthik P. | Software Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** January 07, 2026 **What do you like best about Jira Service Management?** Stong integration with Software, good balance of power and usability, Built-in ITSM practices without heavy overhead, automation that’s easy to configure and good for cross functional teams. **What do you dislike about Jira Service Management?** Can feel complex and heavy, large instances with many automations, assests, or integrations can feel slow, reporting is limited without add-ons, automation limits and complexity and licensing costs add up **What problems is Jira Service Management solving and how is that benefiting you?** Centralizing work into trackable issues, making ownership, status, and priority explicit, real-time dashboards and boards, clear workflows and statuses, linking issues across projects and teams ### 13. Jira Service Management streamlines our IT support with intuitive workflows **Rating:** 5.0/5.0 stars **Reviewed by:** Raj Y. | Desktop Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** August 08, 2025 **What do you like best about Jira Service Management?** Jira Service Management has streamlined our IT support, making request tracking and resolution effortless for both agents and end users. Seamless integrations, smart automation, and customizable workflows keep processes efficient and adaptable. Insightful reporting ensures SLA compliance and tracks team performance with ease. While setup can be a bit complex and performance may dip with very large datasets, the platform remains reliable, powerful, and well-suited for modern service management needs. **What do you dislike about Jira Service Management?** Initial setup can be time-consuming and complex, especially for new administrators. Performance sometimes slows when handling very large datasets. Certain advanced configurations require a learning curve, and the interface, while intuitive overall, can feel cluttered when many plugins or custom fields are in use. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management has centralized our IT support into a single, efficient platform. Requests are logged, tracked, and resolved faster, thanks to its intuitive workflows and powerful automation that cut down repetitive tasks. Seamless integrations keep teams connected, while real-time reporting and SLA tracking boost accountability and performance. The result is quicker resolutions, happier users, and a more productive support team. ### 14. Great Tool for all team **Rating:** 4.0/5.0 stars **Reviewed by:** Chirag A. | Principal Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** July 29, 2025 **What do you like best about Jira Service Management?** Great for all business needs, including managing internal or external ticket. Easy to create reports and dashboards. There are many scope on dashboard feature but those can be currently handled via third party too. So over all easy to use and lot of triggers and workflow to make your life easy. It just takes 1-2hr to setup any new service/project so preety easy to onboard. Lot of external integration and out of the shelf plugins are available to make your life easy **What do you dislike about Jira Service Management?** Dashboard creation in JIRA is still a pain. Lot of feature can be added to make a dashboard really customizable and easy to create **What problems is Jira Service Management solving and how is that benefiting you?** Ticket Tracking, ticket relationship, external communication and building complete context around an issue ### 15. An Excellent Tool for Daily Tasks **Rating:** 5.0/5.0 stars **Reviewed by:** Swetha V. | Human Resources Executive, Mid-Market (51-1000 emp.) **Reviewed Date:** August 14, 2025 **What do you like best about Jira Service Management?** The portal makes it simple for staff members to submit requests, and the appropriate team is notified promptly. Setting priorities, monitoring real-time updates, and collaborating with other departments on the same ticket are all possible. By automatically allocating tickets and delivering updates, automation saves time, and the complete request history aids in reporting. **What do you dislike about Jira Service Management?** Some training is required because the UI may initially seem a little daunting to new users. Additionally, it might be slow because minor modifications to forms or workflows frequently call for administrator access. **What problems is Jira Service Management solving and how is that benefiting you?** For improved monitoring, reporting, and process optimization, Jira Service Management centralizes all requests, automatically assigns them to the appropriate team, and maintains a complete history. ### 16. Great for Issue Tracking, But Costly and Complex to Customize **Rating:** 5.0/5.0 stars **Reviewed by:** Ankit K. | Software Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** October 22, 2025 **What do you like best about Jira Service Management?** Jira service management is a tool that helps team manage for customer service and it services. it gives issues, assistance and track the status of any issues. i like the features of service desk, automation and problem management **What do you dislike about Jira Service Management?** i dislike due to cost, complexity and customization challenge **What problems is Jira Service Management solving and how is that benefiting you?** for the service desk, zero service management likely refers to the goal of minimizing or eliminating manual efforts, reducing errors and benefits is faster resolution time, reduced errors, customer satisfaction ### 17. My Experience with Jira Service Management **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 05, 2025 **What do you like best about Jira Service Management?** segregate projects and manage them independently **What do you dislike about Jira Service Management?** difficulty of the first configuration and setup **What problems is Jira Service Management solving and how is that benefiting you?** We've been using Jira Service Management for more than two years, and it's become an integral element of our daily IT service operations. One of the most useful features we've discovered is the ability to separate and manage projects individually. This amount of flexibility enables our teams to build well-defined workflows, prioritize tasks depending on unique project requirements, and avoid the complexity that might result from overlapping duties or shared resources. Each project can have its own queues, SLAs, automation rules, and permissions, making complicated settings much more manageable. Another feature that jumps out is the simple ticketing process. Whether you're manually creating a request or logging an incident, the UI is sleek and easy to use, especially for beginners. Tickets may be easily sorted, prioritized, and monitored, ensuring that no requests fall through the gaps. We particularly love how configurable the forms and workflows are, allowing us to modify the system to meet our specific requirements. Jira Service Management excels at cooperation and visibility. The integration with other Atlassian applications like as Confluence and Jira Software facilitates cross-functional collaboration, knowledge sharing, and departmental transparency. Internal comments, tagging team members, and real-time updates all contribute to improve communication and response time. Another area of strength is automation. We've been able to automate typical processes such as ticket assignments, status updates, and email notifications, reducing manual work and increasing team efficiency. However, the application has a learning curve, particularly for those unfamiliar with the Jira ecosystem. The initial setup process can be time-consuming, and some features may require administrative or technical assistance to effectively configure. However, once operational, the system demonstrates remarkable scalability and dependability. Overall, Jira Service Management has significantly improved our ability to handle IT support, service requests, and operational procedures. Its organized approach, wide customization options, and deep connection with other technologies make it an effective platform for any firm seeking to develop or improve IT service management processes. ### 18. Performance **Rating:** 4.0/5.0 stars **Reviewed by:** Omkar V. | Technical Support Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** August 01, 2025 **What do you like best about Jira Service Management?** Jira Service Management's strength lies in its ability to streamline service delivery and improve team collaboration. It excels at centralizing request management, automating workflows, and providing a robust knowledge base for self-service support. The platform's integration with other Atlassian tools, like Confluence for knowledge base management, enhances its overall value. **What do you dislike about Jira Service Management?** Jira Service Management (JSM) has some downsides, including a steep learning curve, complex interface, and potential performance issues, especially with large numbers of users or complex configurations. Some users also find it lacks certain basic ticketing system features or struggles with specific integrations. Additionally, the tool may not be ideal for teams not using Agile methodologies due to its focus on that framework. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management (JSM) solves problems related to inefficient service delivery, lack of collaboration, and poor visibility across teams by providing a centralized platform for managing service requests, incidents, problems, and changes. This leads to benefits like faster response times, improved customer satisfaction, and better team collaboration, ultimately increasing overall efficiency and productivity ### 19. Awesome **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Education Management | Enterprise (> 1000 emp.) **Reviewed Date:** July 30, 2025 **What do you like best about Jira Service Management?** What I like best about Jira Service Management is its seamless integration with the development workflow. It connects support tickets directly with engineering backlogs, which makes tracking, prioritizing, and resolving issues more transparent and efficient. The automation features and customizable workflows also help streamline repetitive tasks and improve response times, ultimately boosting team productivity and customer satisfaction. **What do you dislike about Jira Service Management?** While Jira Service Management is powerful, its complexity can be overwhelming for new users. The user interface can feel cluttered, and configuring workflows, permissions, and automation rules often requires a steep learning curve. Additionally, performance can lag when handling a large volume of tickets or custom fields, which can impact efficiency in high-demand environments. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management helps streamline issue tracking, incident management, and service requests through a centralized, transparent workflow. It improves collaboration between support, development, and operations teams by linking tickets directly to Jira Software. This ensures faster resolution times, better accountability, and visibility into ticket statuses, ultimately improving service quality and user satisfaction. ### 20. Real-World Experience Using JIRA for Defect Management **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** July 30, 2025 **What do you like best about Jira Service Management?** The most useful aspect of JIRA Service Management, in my experience, is the ability to raise tickets with the development team in a structured and traceable way. It provides clear visibility into the status and progress of each issue across all levels—whether it's team members, project managers, or stakeholders. This transparency helps ensure accountability, avoids miscommunication, and keeps everyone aligned. Ultimately, it streamlines the entire process from bug identification to resolution, making collaboration with the development team much more efficient and effective. **What do you dislike about Jira Service Management?** One downside of using JIRA is that too much customization can lead to confusion. In one project, every team had its own workflows and fields, which made it hard to stay consistent. New members struggled to navigate the system, and even basic tasks became unnecessarily complicated. It slowed things down instead of helping. **What problems is Jira Service Management solving and how is that benefiting you?** One key problem JIRA Service Management solves for me is the lack of visibility into issue status. Earlier, once a bug or request was raised, it was hard to track its progress—especially across teams. With JIRA, everything is transparent. I can easily see who’s working on the issue, what stage it's in, and if there are any blockers. This clarity helps reduce back-and-forth communication and ensures everyone—from support to development—is on the same page. ### 21. Journey with JSM: Insights from Daily Use **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 29, 2025 **What do you like best about Jira Service Management?** Jira Service Management seamlessly combines ITSM capabilities with the power of Jira’s agile framework. What stands out most is its flexibility and configurability we can tailor request types, workflows, SLAs, and automation to fit almost any service team’s needs. The integration with Jira Software and Confluence makes collaboration between support, operations, and development teams incredibly smooth. This DevOps-ready environment ensures incidents, problems, and changes are managed in one unified ecosystem. Additionally, I really appreciate: Powerful Automation: Reduces manual work significantly and ensures consistent handling of repetitive tasks. Customizable Portals: Users get an intuitive experience while backend teams enjoy total control. Asset Management with Assets (formerly Insight): Gives full visibility into the infrastructure, linking assets with tickets and changes. Approval Workflows: Dynamic and condition-based, perfect for multi-level approvals. Marketplace Add-ons: Expands functionality beyond ITSM, catering to HR, Facilities, Legal, and more. Overall, JSM strikes the perfect balance between structure and flexibility, making it ideal for both IT and non-IT service management. **What do you dislike about Jira Service Management?** While Jira Service Management is a powerful and flexible ITSM tool, there are a few areas that could be improved: Steep Learning Curve for New Users: For non-technical teams or first-time users, the interface and configurations can be overwhelming without proper onboarding or training. Limited Out-of-the-Box Reporting: The built-in reports are quite basic. For advanced analytics, you often need to rely on paid add-ons like eazyBI or export data manually. UI Customization Constraints on the Portal: The customer portal has limited options for branding and UI/UX enhancements, which can affect user experience for organizations with specific design guidelines. Complex Automation Limits: While powerful, automation has execution limits in the Cloud version, and creating complex rules sometimes requires workarounds or additional scripting knowledge. Assets (CMDB) Learning Curve: The asset management module is robust but requires a significant amount of setup and understanding to use effectively, especially for teams new to CMDB practices. **What problems is Jira Service Management solving and how is that benefiting you?** Poor Collaboration Between Teams - DevOps Integration Problem: IT support and development teams often worked in silos, creating delays in bug fixes or escalations. Solution: Seamless integration with Jira Software and Confluence bridges gaps between support, ops, and dev. Benefit: Faster incident resolution, smoother change management, and improved cross-team collaboration. Fragmented Service Operations - Unified Service Desk Problem: Previously, service requests, incidents, and changes were managed through disconnected tools or email, leading to delays and missed SLAs. Solution: Jira Service Management centralizes all service operations in one platform. Benefit: We now have a single source of truth, which improves visibility, accountability, and faster resolution times. Unstructured Legal Requests - Organized Intake System Problem: Legal teams received contract reviews, policy queries, and compliance tasks via untrackable channels. Solution: JSM allows Legal to create service request types for contracts, IP reviews, approvals, etc. Benefit: Better tracking, clear ownership, and reduced response time. ### 22. Jira is a project management and issue tracking tool used by teams to plan, track and manage **Rating:** 4.5/5.0 stars **Reviewed by:** siddharth M. | Senior Release Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** July 29, 2025 **What do you like best about Jira Service Management?** The best aspects of Jira Service Management are its ability to centralize service requests, automate workflows, and empower teams to deliver high-velocity IT and customer support. Its highlights include easy setup, customizable forms and portals, robust incident and change management, AI-powered automation, strong reporting, and seamless integration with development, knowledge base **What do you dislike about Jira Service Management?** Common dislikes about Jira Service Management include a steep learning curve, complex and sometimes overwhelming interface, dependence on plugins for advanced features, and higher costs as teams scale. Some users also report limited built-in reporting, occasional performance issues, limited customization without add-ons, and inconsistent customer support **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management addresses several key problems for IT, support, and business teams: It centralizes requests, incidents, problems, and change management in one platform, reducing the chaos of tracking tickets across multiple systems. Automation and customizable workflows streamline repetitive tasks, improving consistency and cutting down on manual errors. Self-service portals and integrated knowledge bases empower users to resolve basic issues independently, minimizing support workload and speeding up resolutions. Rich integrations with development and collaboration tools ensure that support teams stay aligned with developers and business operations. ### 23. Execellent **Rating:** 5.0/5.0 stars **Reviewed by:** Kaustubh K. | Technical CS Associate L3 (MFA), Enterprise (> 1000 emp.) **Reviewed Date:** July 29, 2025 **What do you like best about Jira Service Management?** 1. Easy & Efficient Ticket Management • Allows teams to capture, track, and resolve requests quickly. • Customer portals make it easy for users to raise tickets without technical knowledge. • SLAs (Service Level Agreements) are built-in, so you can prioritize critical issues automatically. 2. Powerful Automation • Rule-based automation reduces repetitive work (e.g., auto-assign tickets, send notifications, escalate issues). • Integration with Confluence allows for automatic knowledge base suggestions when someone raises a ticket. 3. Collaboration Across Teams • Works well with Jira Software — development and support teams can collaborate seamlessly. • Comments & internal notes keep communication clear without confusing the end-user. **What do you dislike about Jira Service Management?** Nothing, all good about this Jira service. **What problems is Jira Service Management solving and how is that benefiting you?** 1. Easy & Efficient Ticket Management • Allows teams to capture, track, and resolve requests quickly. • Customer portals make it easy for users to raise tickets without technical knowledge. • SLAs (Service Level Agreements) are built-in, so you can prioritize critical issues automatically. 2. Powerful Automation • Rule-based automation reduces repetitive work (e.g., auto-assign tickets, send notifications, escalate issues). • Integration with Confluence allows for automatic knowledge base suggestions when someone raises a ticket. 3. Collaboration Across Teams • Works well with Jira Software — development and support teams can collaborate seamlessly. • Comments & internal notes keep communication clear without confusing the end-user. ### 24. Jira for project management **Rating:** 5.0/5.0 stars **Reviewed by:** bharath k. | Technical Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** July 28, 2025 **What do you like best about Jira Service Management?** It offers a powerful yet easy-to-use IT service desk with built-in SLA tracking, automation, and custom workflows. It integrates smoothly with development tools (like Jira Software), enabling faster incident resolution and better collaboration between IT and Dev teams. Its self-service portal and knowledge base also reduce ticket volume and improve user experience. **What do you dislike about Jira Service Management?** There is nothing specifically to dislike jira tool **What problems is Jira Service Management solving and how is that benefiting you?** 1. Unorganized IT Requests 🔧 Problem: IT teams struggle with tracking, prioritizing, and resolving support tickets. ✅ Benefit: JSM centralizes requests in a structured, trackable system with SLAs and categories. 2. Slow Incident Response 🔧 Problem: Delayed resolution due to lack of coordination. ✅ Benefit: Integrates with DevOps tools, enabling faster incident escalation and resolution. 3. No Visibility into Workload 🔧 Problem: Hard to see who’s working on what. ✅ Benefit: Dashboards and queues show real-time workload and ticket status. 4. Manual Repetitive Tasks 🔧 Problem: Wasting time on approvals, assignments, and notifications. ✅ Benefit: Automation rules streamline workflows, saving time and reducing errors. ### 25. Streamlining IT Support with Jira Service Management: A Reliable Solution for Scalable Operations **Rating:** 5.0/5.0 stars **Reviewed by:** Amit S. | Project Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** July 28, 2025 **What do you like best about Jira Service Management?** We have been using Jira Service Management in our organization for IT support and internal service requests, and the experience has been quite good. It helps bring transparency and accountability across teams, especially with features like SLAs, custom workflows, and automation rules. The integration with Jira Software and Zendesk is a big advantage, helping both technical and non-technical teams stay on the same page. Ticket tracking becomes seamless, and escalations are handled in a timely and structured manner. There is a bit of a learning curve in the beginning, especially for new users and admins, but once it’s properly set up, it works very smoothly. Custom workflows and automation features really help in reducing manual efforts. Overall, Jira Service Management is a dependable and scalable platform, especially suitable for mid to large-sized Indian companies looking to streamline their service operations and improve inter-team coordination. **What do you dislike about Jira Service Management?** While Jira Service Management is quite powerful, a few areas could be improved. The initial setup and customization can be complex, especially for teams without dedicated Jira admins. Some of the advanced configurations, like automation rules or custom SLAs, require a good understanding of the system. Also, the user interface can feel slightly overwhelming for new users, and onboarding non-technical staff sometimes takes extra effort. Reporting and dashboard customization are decent but could be more intuitive for business users who want quick insights without depending on technical help. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management helps us streamline IT support, manage service requests efficiently, and ensure timely escalations. It also plays a key role in tracking product roadmap deliverables by aligning development and support teams. This improves cross-team collaboration, reduces manual follow-ups, and brings transparency to issue tracking. As a result, our response time has improved, and overall service delivery has become more organized and reliable. ### 26. Powerful and flexible service management platform for teams of all sizes **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Human Resources | Mid-Market (51-1000 emp.) **Reviewed Date:** July 28, 2025 **What do you like best about Jira Service Management?** Jira Service Management offers a seamless way to manage IT requests, incidents, and changes all in one platform. Its deep integration with Jira Software makes collaboration between development and support teams incredibly smooth. The ability to configure workflows, automation, and SLAs based on our internal processes is a huge plus. It’s very customizable, and we especially appreciate the way it links support tickets with related issues in real time. **What do you dislike about Jira Service Management?** The learning curve can be steep for new users, especially when it comes to configuring advanced workflows or automation. The UI can also feel slightly overwhelming for non-technical users at first. Additionally, some integrations require separate add-ons or Atlassian Marketplace apps, which can add to the cost and setup complexity. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management helps streamline our internal IT support and incident management processes. With clear ticket tracking, SLAs, and automation, we can efficiently triage, prioritize, and resolve issues, improving both team productivity and end-user satisfaction. It also centralizes all service-related communication, ensuring transparency and accountability across teams. ### 27. Easy to Use and Reliable **Rating:** 4.0/5.0 stars **Reviewed by:** Sandeep S. | IT Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** July 28, 2025 **What do you like best about Jira Service Management?** “What I like best about Jira is how it brings transparency and structure to project management. The customizable dashboards and boards (Scrum or Kanban) make it easy to track tasks and progress at a glance. I especially value the ability to create workflows tailored to the team’s needs, which helps ensure consistency and accountability. The reporting and backlog management features are excellent for prioritization and sprint planning, and the integrations with tools like Confluence, Slack, and GitHub make collaboration seamless. Overall, Jira helps me keep projects on track while giving both the team and stakeholders real-time visibility.” **What do you dislike about Jira Service Management?** “One challenge I’ve noticed with Jira Service Management is that the interface can feel a bit complex for new users, especially those not familiar with Jira. Configuring custom workflows and automation rules sometimes requires a steep learning curve, which can slow down adoption. Additionally, reporting dashboards could be more user‑friendly out of the box, since they often need customization to give stakeholders the right insights. That said, once the team is trained and workflows are set up properly, these issues are largely resolved, and the tool becomes very powerful.” **What problems is Jira Service Management solving and how is that benefiting you?** “Jira Service Management helps solve the problem of unstructured IT requests and lack of visibility. Instead of handling issues through scattered emails or calls, all requests come into one centralized system where they can be tracked, prioritized, and assigned. For me, this ensures nothing gets missed and SLAs are consistently met. The automation rules reduce repetitive work, like categorizing or routing tickets, which saves time and allows me to focus on actual problem-solving. The built-in knowledge base integration also helps reduce repeat tickets, since users can find solutions themselves. Overall, it improves efficiency, accountability, and user satisfaction, while giving managers clear insights through reports and dashboards.” ### 28. very helpful tool in day to day life of office **Rating:** 5.0/5.0 stars **Reviewed by:** Ujjwal K. | Senior Operations Analyst, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** July 28, 2025 **What do you like best about Jira Service Management?** What I like best about Jira Service Management is how it brings everything together in one place ticketing, incident resolution, change management all tightly integrated with tools like Slack and Confluence. The flexibility to customize workflows and the powerful automation features save a lot of time and make everyday IT support work much smoother. Having a built-in knowledge base is also great, as it helps users quickly find answers themselves, cutting down on repetitive requests and making the whole support process a lot more efficient. If your team already uses other Atlassian tools, the seamless integration is a massive bonus, making collaboration effortless. **What do you dislike about Jira Service Management?** What I dislike about Jira Service Management is that it has a pretty steep learning curve, especially when you’re getting started or trying to set up more complex workflows. **What problems is Jira Service Management solving and how is that benefiting you?** A significant reduction in time spent on manual, routine work. Better clarity and tracking of every issue or change, making both work prioritization and reporting more straightforward. Integrations with tools like Confluence and Slack make cross-team collaboration seamless, so communication is smooth and updates are shared instantly. ### 29. Easy-going Ticketing Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Jegatheesh P. | Cyber Security Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** August 06, 2025 **What do you like best about Jira Service Management?** The best about Jira Service Management is that it is easy to use and understand, it was also easy when we tried to implement and integrate the application for our customers. We begin to use the application frequently because of the features it contains, and it makes are ticketing work easy. **What do you dislike about Jira Service Management?** I wouldn't be able to find a dislike about Jira while using it. **What problems is Jira Service Management solving and how is that benefiting you?** To track all the ticket and incident that occur in our environment and can be able to view back the resolution whenever we required, which is helping us in tracking as well educating the new user by allowing them to view the previous tickets ### 30. Best ticketing experience **Rating:** 4.5/5.0 stars **Reviewed by:** Abhishek V. | Technical account Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** July 23, 2025 **What do you like best about Jira Service Management?** I've been using JIRA for a few years now, and overall, it's been a solid experience. It integrates well with other Atlassian tools, which is a big plus for our dev and support teams. The interface can be a bit overwhelming at first, especially for non-technical users, but once you're familiar with it, it's pretty efficient. I like the customizable workflows and how tickets are easy to track and prioritize. There are occasional quirks, but nothing that's been a dealbreaker. Definitely a good choice for teams already in the Atlassian ecosystem. **What do you dislike about Jira Service Management?** Their AI is still not the best, takes a lot of efforts just to get basic info. **What problems is Jira Service Management solving and how is that benefiting you?** Tracking historical issues, useful email alerts. ### 31. Comprehensive and Customizable ITSM Tool for Seamless Team Collaboration **Rating:** 4.0/5.0 stars **Reviewed by:** Chetana M. | IT support Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** July 27, 2025 **What do you like best about Jira Service Management?** Seamless collaboration between IT teams and development teams. Incidents and service requests can be directly linked to software issues and tracked end-to-end. **What do you dislike about Jira Service Management?** The interface and configurations can be overwhelming for new users. Requires time and training to understand workflows, permissions, and automation. **What problems is Jira Service Management solving and how is that benefiting you?** Problem: Teams used to manage support requests through emails, spreadsheets, or disconnected systems, leading to missed SLAs and poor tracking. Benefit: Jira Service Management centralizes all service requests, incidents, and changes in one place—ensuring clear visibility, better prioritization, and faster resolution. ### 32. Good Features, But a Bit Complex and Pricy **Rating:** 4.0/5.0 stars **Reviewed by:** Ayush K. | Senior Software Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** August 05, 2025 **What do you like best about Jira Service Management?** - Automates boring tasks to save time easier for me and team to implement. - Helping me fix problems quickly and track them well. - Shows fruitful reports on team performance and issues. - Working well with other tools like Jira and Confluence. -Good customer support, Team using frequently. **What do you dislike about Jira Service Management?** - Bit complicated and hard to learn for beginners or small teams. - Pricing is bit high and can get confusing as team grows. **What problems is Jira Service Management solving and how is that benefiting you?** - Keeps all support tickets and problems in one place. - Automates routine tasks to save time. - Helps fix issues faster with clear steps. - Makes sure nothing gets missed or forgotten. ### 33. Streamlined, Powerful, and Easy to Use - Jira Service Management Rocks! **Rating:** 4.5/5.0 stars **Reviewed by:** Sumit C. | Project Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** July 25, 2025 **What do you like best about Jira Service Management?** The best thing about Jira Service Management is how easy it is to use, even for users who aren’t as tech-savvy. The interface is intuitive and clean, making it easy for teams to adopt and use right away. The range of features—ticket management, automation, reporting—gives us everything we need to support both internal teams and external customers. Plus, the integration with other Atlassian tools is seamless, which really adds value when managing multiple projects or tasks. **What do you dislike about Jira Service Management?** There’s really not much to dislike, but one small area for improvement is the customization options for the UI. While it’s customizable to a point, I think a few more design tweaks could help make it even more user-friendly for specific industries or smaller teams. **What problems is Jira Service Management solving and how is that benefiting you?** As a Project Manager, Jira Service Management has solved several key challenges: Disorganized Requests: It centralizes requests, making it easy to track, categorize, and prioritize, which ensures nothing gets missed. Inefficient Workflows: Automation and customizable workflows have streamlined tasks and reduced errors, boosting productivity. Lack of Visibility: Real-time dashboards and reporting give me a clear view of progress, allowing better forecasting and stakeholder updates. Integration Issues: With seamless integrations across Atlassian tools and Slack, we’ve eliminated tool fragmentation and improved communication. Benefits: It’s helped me manage timelines, improve team efficiency, and reduce bottlenecks, making project management smoother and more effective. ### 34. A saviour that is there all along. **Rating:** 4.5/5.0 stars **Reviewed by:** Michael P. | Application Support Analyst, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** December 03, 2025 **What do you like best about Jira Service Management?** This has been one of the most useful tools we have installed alongside our services, making our daily processes much easier and allowing everything to be handled more smoothly each day. **What do you dislike about Jira Service Management?** The product was in the process of being upgraded, and while I never disliked it, I do think there is room for improvement—specifically, a faster release of updates would be beneficial. **What problems is Jira Service Management solving and how is that benefiting you?** This provided a simpler way for our team to communicate and share updates internally, and we occasionally used it with external clients too. ### 35. Streamlined ticketing system that keeps our IT team on track. **Rating:** 5.0/5.0 stars **Reviewed by:** Manik S. | Senior System Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** July 28, 2025 **What do you like best about Jira Service Management?** Jira Service Management makes it really easy to track, assign, and resolve tickets in a structured way. I like how it integrates well with Confluence and other Atlassian tools. The ability to create custom workflows and SLAs helps us manage internal IT support efficiently. Notifications, escalations, and reporting are also really helpful for tracking performance and staying on top of issues. **What do you dislike about Jira Service Management?** For new users it can take some time to get used to the navigation and understand how to configure workflows properly. Also, certain customizations require admin-level access or technical knowledge, which might not be ideal for smaller teams. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management helps us manage internal support tickets and incidents efficiently. It keeps our team aligned, tracks SLAs, and gives visibility into ticket status and workload. Logging time for tasks is straightforward, which helps with accountability and reporting. Overall, it’s made our support process more structured and transparent. ### 36. Jira Service Management: A Powerful ITSM Tool for Agile and DevOps Teams **Rating:** 5.0/5.0 stars **Reviewed by:** CHANDANA B. | SDE, Enterprise (> 1000 emp.) **Reviewed Date:** July 23, 2025 **What do you like best about Jira Service Management?** What I like best about Jira Service Management is its seamless integration with Jira Software and other Atlassian tools, which makes collaboration between IT, development, and business teams incredibly efficient. The customizable workflows, powerful automation, and real-time SLA tracking help streamline incident and request management, reducing manual effort and improving response times. The user-friendly self-service portal combined with Confluence integration also empowers end users to resolve common issues on their own, which reduces ticket volume and boosts overall productivity. **What do you dislike about Jira Service Management?** What I dislike about Jira Service Management is that it can have a steep learning curve, especially for new or non-technical users. The setup and customization process can be time-consuming, and without prior experience, configuring workflows, SLAs, and automation rules may feel overwhelming. Additionally, the performance can slow down with complex configurations or a high volume of tickets, and the cost can scale quickly as more features or users are added, making it less budget-friendly for smaller teams. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management brings structure, speed, and transparency to our service operations ,helping us deliver better support while aligning with agile and DevOps practices. ### 37. Robust ITSM Platform with Deep Customization and Atlassian Synergy **Rating:** 5.0/5.0 stars **Reviewed by:** Devansh S. | Senior Consultant, Enterprise (> 1000 emp.) **Reviewed Date:** July 23, 2025 **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. **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. **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. ### 38. Service-Oriented Platform That Streamlines Ticket Management **Rating:** 5.0/5.0 stars **Reviewed by:** Sukanya N. | PowerBI developer , Enterprise (> 1000 emp.) **Reviewed Date:** January 08, 2026 **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 **What do you dislike about Jira Service Management?** Complex setup Limited ITIL features Cost increase with scale Performance issue with large instances **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) ### 39. Jira Service Management helps teams handle IT issues and service requests all in one place. **Rating:** 4.0/5.0 stars **Reviewed by:** Sushaen V. | Learning Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** July 30, 2025 **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. **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. **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. ### 40. Jira Service Management: The Modern Service Desk **Rating:** 5.0/5.0 stars **Reviewed by:** Swetha P. | Business Development Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** August 13, 2025 **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. **What do you dislike about Jira Service Management?** There is nothing to dislike about this tool. **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 ### 41. JIRA Service Management is a great software platform **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 01, 2025 **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. **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. **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. ### 42. jira software usage in fretron pvt ltd **Rating:** 2.5/5.0 stars **Reviewed by:** Ankush P. | product it, Small-Business (50 or fewer emp.) **Reviewed Date:** July 04, 2025 **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. **What do you dislike about Jira Service Management?** the board is too long and it should be simple like asana **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. ### 43. Great Work, it's very helpful to other colleagues **Rating:** 4.0/5.0 stars **Reviewed by:** mahesh m. | ServiceNow Developer, Mid-Market (51-1000 emp.) **Reviewed Date:** July 25, 2025 **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. **What do you dislike about Jira Service Management?** Too much customization can lead to a messy or inconsistent setup. **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. ### 44. Platform for IT service desk **Rating:** 5.0/5.0 stars **Reviewed by:** Manik K. | Technical consultant, Enterprise (> 1000 emp.) **Reviewed Date:** August 05, 2025 **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. **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. **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. ### 45. Makes it easier to plan, manage and track complex projects **Rating:** 4.0/5.0 stars **Reviewed by:** Rohit Singh M. | Cloud Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** July 30, 2025 **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. **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. **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. ### 46. Seamless Collaboration and Customization with Jira Service Management **Rating:** 4.5/5.0 stars **Reviewed by:** Harshil R. | Senior Security Ananlyst, Enterprise (> 1000 emp.) **Reviewed Date:** October 29, 2025 **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. **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. **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. ### 47. Best in the industry up until now **Rating:** 5.0/5.0 stars **Reviewed by:** Hitesh K. | Operations Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** July 03, 2025 **What do you like best about Jira Service Management?** Jira Service Management by Atlassian is one of the most powerful and flexible IT service management (ITSM) tools available today. It’s widely used by teams of all sizes—from startups to large enterprises—to manage internal service requests, incidents, changes, and more. Seamless Integration with Jira Software Customizable Workflows **What do you dislike about Jira Service Management?** Automate repetitive tasks like ticket assignment, status updates, or notifications, saving time and reducing manual effort. 5. Powerful SLAs & Reporting Track performance against SLAs, identify bottlenecks, and improve service delivery with strong reporting and dashboards. 6. Scalable for Growth Whether you’re a small team or a large enterprise, Jira Service Management can scale to support complex service operation **What problems is Jira Service Management solving and how is that benefiting you?** 7. Built-in ITIL Support Comes with support for key ITIL processes like incident, problem, change, and asset management. 8. Marketplace Apps Thousands of integrations and add-ons from the Atlassian Marketplace make it even more powerful and tailored to your needs. ### 48. What users like **Rating:** 5.0/5.0 stars **Reviewed by:** Dhanushka h. | Lead Systems Enginner, Mid-Market (51-1000 emp.) **Reviewed Date:** August 05, 2025 **What do you like best about Jira Service Management?** Seamless integration with Jira Software & Confluence, enabling DevOps, IT, and support teams to collaborate fluidly on incidents and change requests, Highly customizable: workflows, SLAs, automation rules and request types can be tailored to business needs. **What do you dislike about Jira Service Management?** Initial setup complexity: configuring workflows, permissions, automations can be time-consuming Steep learning curve, especially for non-technical users or those unfamiliar with Jira’s administration **What problems is Jira Service Management solving and how is that benefiting you?** incident tracking, service requests. Automated ticket routing, approvals, and notifications significantly reduce manual overhead. Jira Software and Confluence allows support and dev teams to collaborate on bug fixes and root cause analysis seamlessly. ### 49. Great tool for managing product **Rating:** 4.5/5.0 stars **Reviewed by:** Yatin G. | Sr Product Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** September 16, 2025 **What do you like best about Jira Service Management?** Raising and tracking product requests, features, bugs. We can collaborate effectively on jira and track status updates and comments Managing documents through confluence integration. **What do you dislike about Jira Service Management?** User interface for Jira can be improved significantly. Finding the tickets and boards can be more effective and personalised. **What problems is Jira Service Management solving and how is that benefiting you?** Managing and tracking the product features, change requests Automated ticket assignment at various stages of ticket. Our product lifecycle has shortened by 20% with the help of Jira ### 50. Seamless Integration and Powerful Automation for Teams **Rating:** 4.0/5.0 stars **Reviewed by:** Abarna R. | Teacher, Small-Business (50 or fewer emp.) **Reviewed Date:** December 16, 2025 **What do you like best about Jira Service Management?** Jira Service Management (JSM) includes its seamless integration with Jira Software, enabling Dev and Support to align; powerful automation and customizable workflows; intuitive self-service portals and knowledge base to deflect tickets **What do you dislike about Jira Service Management?** Escalating Total Cost of Ownership, The UI is frequently criticized for being cluttered and unintuitive, lacking the modern, fluid experience found in contemporary SaaS tools.Performance Bottlenecks,Restrictive Native Reporting **What problems is Jira Service Management solving and how is that benefiting you?** Easy to use. ## 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=2§ion=pricing&secure%5Bexpires_at%5D=2026-07-30+23%3A01%3A01+-0500&secure%5Bsession_id%5D=a07b5d9d-9516-49ac-9836-fe398697231f&secure%5Btoken%5D=a47d03369daf1fadbd3da09bb020fb9ae9e2b36234257cd6d3c4cce16c22a6be&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) - [Azure Active Directory Domain Services](https://www.g2.com/products/azure-active-directory-domain-services/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) - [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 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) - [Quickbase](https://www.g2.com/products/quickbase/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) ## 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 (1,297 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 (1,801 reviews)