Jira Service Management Features

Platform (6)

Mobile User Support: As reported in 83 Jira Service Management reviews. Allows software to be easily used on multiple mobile devices include phone and tablet devices.
Customization: As reported in 85 Jira Service Management reviews. Allows users to customize chat colors, text, logos, and branding.
User, Role, and Access Management: Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. This feature was mentioned in 84 Jira Service Management reviews.
Integration: Integrates with other customer service software to improve support and enhance functionality 80 reviewers of Jira Service Management have provided feedback on this feature.
Reporting: As reported in 82 Jira Service Management reviews. Provides analytics tools that reveal important business metrics and track progress
Dashboards: Based on 79 Jira Service Management reviews. Displays important metrics relating to performance

Ticket and Case Management (8)

Ticket Creation User Experience: User Experience of creating and submitting a ticket This feature was mentioned in 82 Jira Service Management reviews.
Ticket Response User Experience: User Experience of responding and receiving a response This feature was mentioned in 80 Jira Service Management reviews.
Workflow: Route tickets based on values of fields, changes to ticket status and time based conditions This feature was mentioned in 81 Jira Service Management reviews.
Automated Response: Based on 79 Jira Service Management reviews. Respond to common requests with standard reply
SLA Management: Offers tools for managing and tracking service-level agreements (SLAs) This feature was mentioned in 78 Jira Service Management reviews.
Attachments/Screencasts: Documents and files can be attached to the ticket to communicate with customer issues/resolutions This feature was mentioned in 80 Jira Service Management reviews.
Ticket Collaboration: Share and collaborate on tickets with multiple customer service representatives This feature was mentioned in 79 Jira Service Management reviews.
Customer/Contact Database: Based on 78 Jira Service Management reviews. Central repository for account and contact information

Communication Channels (5)

Customer Portal: As reported in 81 Jira Service Management reviews. Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents
Email to Case: Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket 81 reviewers of Jira Service Management have provided feedback on this feature.
Live Chat Support: Ability for customer service agents to communicate with customers via live chat to solve problems live 74 reviewers of Jira Service Management have provided feedback on this feature.
Social Media Integration: As reported in 72 Jira Service Management reviews. Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks
Voice: Make and receive calls directly in the application. Track and record calls for analysis. 69 reviewers of Jira Service Management have provided feedback on this feature.

Incident Management (5)

Automate Ticket Routing: Routes tickets automatically to the appropriate user. 303 reviewers of Jira Service Management have provided feedback on this feature.
Ticket Prioritization: Based on 313 Jira Service Management reviews. Prioritizes tickets based on factors configured by the user.
Ticket Notifications: Notifies the IT team when a ticket needs action. This feature was mentioned in 323 Jira Service Management reviews.
Knowledge Base: Based on 278 Jira Service Management reviews. Provides a forum for answers to common questions.
Knowledge Base/Ticket Integration: As reported in 275 Jira Service Management reviews. Integrates knowledge base articles into a ticket.

Reporting (3)

Access & Usability (4)

Mobile: Enables access to service desk features via mobile device. 227 reviewers of Jira Service Management have provided feedback on this feature.
Self Service: As reported in 274 Jira Service Management reviews. Enables employees to view the status of their tickets.
Active Directory: Based on 236 Jira Service Management reviews. Provides a directory of all users within an organization.
Multi-Channel Access: Based on 231 Jira Service Management reviews. Enables access to service desk features through multiple channels such as email, phone, or the portal.

Administration (3)

Change Management: Based on 166 Jira Service Management reviews and verified by the G2 Product R&D team. Tools to track and implement required IT changes in a system.
Asset Management: Based on 160 Jira Service Management reviews and verified by the G2 Product R&D team. Tools to organize and manage all IT assets within an organization.
Reports & Analytics: Based on 171 Jira Service Management reviews and verified by the G2 Product R&D team. A means to view and analyze a large amount of data in order to gain business insights.

Service Desk (3)

Help Desk: Based on 177 Jira Service Management reviews and verified by the G2 Product R&D team. A place for users to submit tickets when they require IT help.
Incident Reports: Based on 177 Jira Service Management reviews and verified by the G2 Product R&D team. Reports based on IT incidents so IT members can prioritize high risk issues and maintain a record of problems and how often they occur.
Process Workflow: Based on 176 Jira Service Management reviews and verified by the G2 Product R&D team. The ability to create flowcharts and other means to outline specific processes to ensure that all requirements are met.

Functionality (4)

Ticketing System: Based on 158 Jira Service Management reviews and verified by the G2 Product R&D team. Provides a service desk for users to submit tickets for IT-related issues.
Performance Logging: Tracks action-by-action asset performance with machine- or human-readable logs. This feature was mentioned in 150 Jira Service Management reviews.
Alerting: Based on 155 Jira Service Management reviews and verified by the G2 Product R&D team. Creates alerts when tracked assets encounter errors or performance issues.
Automation: Based on 152 Jira Service Management reviews and verified by the G2 Product R&D team. Automates repetitive tasks associated with IT service operations and maintenance.

Management (5)

Reporting: Based on 153 Jira Service Management reviews and verified by the G2 Product R&D team. Provides graphics, dashboards, and general reporting around IT service, assets, and incidents.
Administration Console: Based on 148 Jira Service Management reviews and verified by the G2 Product R&D team. Provides administrative tools for routine maintenance, upkeep, and tracking.
Access Management: Based on 149 Jira Service Management reviews and verified by the G2 Product R&D team. Gives administrators control over user privileges and accessibility for IT assets.
Asset Management: Based on 144 Jira Service Management reviews and verified by the G2 Product R&D team. Gives administrators control over hardware and software resource allocation and tracking.
Policy Dictation: Based on 140 Jira Service Management reviews and verified by the G2 Product R&D team. Controls policies and configurations across business applications and hardware.

Monitoring (4)

Constant Monitoring: Based on 146 Jira Service Management reviews and verified by the G2 Product R&D team. Monitors systems constantly in real-time.
Timely Alerts: Based on 150 Jira Service Management reviews and verified by the G2 Product R&D team. Alerts users of incidents and issues as soon as they arise.
TIcket Accuracy: Based on 147 Jira Service Management reviews and verified by the G2 Product R&D team. Generates accurate incident reports.
AI Monitoring: As reported in 70 Jira Service Management reviews. Utillizes AI to monitor and report on incidents in real-time.

Management Tools (3)

Ticket Assignment: Based on 149 Jira Service Management reviews and verified by the G2 Product R&D team. Assigns tickets to relevant team members.
Standardization: Based on 148 Jira Service Management reviews and verified by the G2 Product R&D team. Cultivates a standardized workflow for enhanced organization.
Lifecycle Visualization: Based on 136 Jira Service Management reviews and verified by the G2 Product R&D team. Grants transparent overviews for the lifecycle of each incident.

Generative AI (5)

AI Text Generation: Allows users to generate text based on a text prompt. 55 reviewers of Jira Service Management have provided feedback on this feature.
AI Text Summarization: As reported in 54 Jira Service Management reviews. Condenses long documents or text into a brief summary.
AI Text Generation: Allows users to generate text based on a text prompt. This feature was mentioned in 77 Jira Service Management reviews.
AI Text Summarization: Based on 75 Jira Service Management reviews. Condenses long documents or text into a brief summary.
AI Text Generation: Allows users to generate text based on a text prompt. This feature was mentioned in 25 Jira Service Management reviews.

Agentic AI - Service Desk (7)

Autonomous Task Execution: As reported in 74 Jira Service Management reviews. Capability to perform complex tasks without constant human input
Multi-step Planning: Based on 74 Jira Service Management reviews. Ability to break down and plan multi-step processes
Cross-system Integration: Based on 71 Jira Service Management reviews. Works across multiple software systems or databases
Adaptive Learning: Improves performance based on feedback and experience This feature was mentioned in 74 Jira Service Management reviews.
Natural Language Interaction: Engages in human-like conversation for task delegation This feature was mentioned in 73 Jira Service Management reviews.
Proactive Assistance: As reported in 74 Jira Service Management reviews. Anticipates needs and offers suggestions without prompting
Decision Making: Makes informed choices based on available data and objectives This feature was mentioned in 73 Jira Service Management reviews.

Agentic AI - Help Desk (3)

Autonomous Task Execution: Capability to perform complex tasks without constant human input 42 reviewers of Jira Service Management have provided feedback on this feature.
Natural Language Interaction: Based on 41 Jira Service Management reviews. Engages in human-like conversation for task delegation
Proactive Assistance: Anticipates needs and offers suggestions without prompting 41 reviewers of Jira Service Management have provided feedback on this feature.

Agentic AI - Incident Management (7)

Autonomous Task Execution: As reported in 61 Jira Service Management reviews. Capability to perform complex tasks without constant human input
Multi-step Planning: As reported in 61 Jira Service Management reviews. Ability to break down and plan multi-step processes
Cross-system Integration: Works across multiple software systems or databases This feature was mentioned in 60 Jira Service Management reviews.
Adaptive Learning: As reported in 61 Jira Service Management reviews. Improves performance based on feedback and experience
Natural Language Interaction: As reported in 61 Jira Service Management reviews. Engages in human-like conversation for task delegation
Proactive Assistance: Anticipates needs and offers suggestions without prompting This feature was mentioned in 61 Jira Service Management reviews.
Decision Making: Makes informed choices based on available data and objectives This feature was mentioned in 61 Jira Service Management reviews.

Agentic AI - IT Alerting (7)

Autonomous Task Execution: Based on 24 Jira Service Management reviews. Capability to perform complex tasks without constant human input
Multi-step Planning: As reported in 24 Jira Service Management reviews. Ability to break down and plan multi-step processes
Cross-system Integration: As reported in 24 Jira Service Management reviews. Works across multiple software systems or databases
Adaptive Learning: As reported in 24 Jira Service Management reviews. Improves performance based on feedback and experience
Natural Language Interaction: Based on 24 Jira Service Management reviews. Engages in human-like conversation for task delegation
Proactive Assistance: As reported in 24 Jira Service Management reviews. Anticipates needs and offers suggestions without prompting
Decision Making: Makes informed choices based on available data and objectives This feature was mentioned in 24 Jira Service Management reviews.

Agentic AI - IT Service Management (ITSM) Tools (7)

Autonomous Task Execution: Based on 81 Jira Service Management reviews. Capability to perform complex tasks without constant human input
Multi-step Planning: Ability to break down and plan multi-step processes This feature was mentioned in 80 Jira Service Management reviews.
Cross-system Integration: Based on 80 Jira Service Management reviews. Works across multiple software systems or databases
Adaptive Learning: Based on 80 Jira Service Management reviews. Improves performance based on feedback and experience
Natural Language Interaction: As reported in 81 Jira Service Management reviews. Engages in human-like conversation for task delegation
Proactive Assistance: Based on 81 Jira Service Management reviews. Anticipates needs and offers suggestions without prompting
Decision Making: Makes informed choices based on available data and objectives This feature was mentioned in 82 Jira Service Management reviews.